Reading Response Week 4
http://youtube.com/watch?v=SOo-tG9q2h0
This is a video of 4 friends who were stuck in JFK during the JetBlue fiasco in February. Much of the video deals with how they had to wait, and wait, and then wait some more. They chronicled 2 days of waiting in multiple airports trying to go from JFK to Sacramento. They stood in lines for hours waiting for JetBlue to help them arrange travel on different planes, getting hotel rooms, waiting for taxis, and waiting standby for the one flight from New York to California. All the while, you can see the frustration in them grow as it becomes longer that they have been sitting in the airport. This video will help me to write my business letter in immediate context of the situation these and many other JetBlue passengers experienced. The situation that JetBlue put its passengers and quite possibly future passengers in makes the letter going to be one that is sympathetic and apologetic to the readers. The guys in the video expected that their cost to come home on other airlines and staying in hotels would be compensated. This will be addressed with discussing the passengers bill of rights created by JetBlue after this event, along with payment that covers the cost they incurred. The kairotic moment that I would use would be right after the end of the situation in New York. I will understand that the passengers will be angry and very emotional and will try to calm their anger and hope to regain their business. I will try to meet any and all expectations passengers would expect from a company that just caused them days of their lives waiting to go home or go on vacation. I will offer compensation that JetBlue did to those that were stuck and apologize to hopefully win back their business and keep JetBlue in business.
Comments
Comment
This video was very good in showing what customers had to go through. Many just kept waiting and waiting in various places. They sat in airports for numerous hours and many had to figure out other ways to get home. When this happens many people become angry and understandably so. We must use knowledge to know how to address these customers in our letter to them. We need to show that we know what they have gone through and we will do our best to win back their service. The context that we use will be based on their experiences and how we plan to deal with what they have had to deal with.
Comment
I’d first like to say that I had not realized you had already posted your reading response, because I chose the same video that you used. Sorry, it was not intentional. However, it was a great video to show what the JetBlue passengers went through. It really emphasizes their frustration. I think that being able to calm down the passengers is an extremely important part of regaining their business. Being able to do this will make for an effective business letter. I think that the best ways to go about this are through apologies, of course, and compensation. Also, the reminder that the Customer Bill of Rights was created to guarantee customer satisfaction is a good talking point. I think many people probably warmed up to the company after hearing its intentions for the future.
response
When I first watched this video, I almost thought it was funny. I can see one of my friends being just like they guy recording and trying to make the best of everything. Even though these younger men were able to joke around, you can tell they are fully expecting to be fully reimbursed for their troubles. I completely agree that after viewing videos like this, I will be able to put my business letter in a better context. I feel I have a much better understanding of what was actually happening to these passengers and what they expect from JetBlue in return. If you wrote a generic apology to these young men there is a good chance you would lose them as customers.