Reading Response 3
One thing I feel the need to point out is that JetBlue's problems were NOT the storms that occured in february. STorms happen all the time and airlines cancel flights with such frequency that im beginning to think that that only certain things in life are road construction in Chicago, flight cancelations, taxes and death. WHat essentially kills JetBlue is that they had to keep canceling flights due to what their CEO calls a "communications crisis". In other words, they couldnt communicate with pilots and stewardesses (i am NOT calling them flight attendants) to update them on new plans. This means that they had to cancel more and more flights, compounding their problems.
Now, on to the luntz reading. Neeleman had a lot of great things going for him, at least in his language. saying "im sorry" does not say much... being sorry is a state of being and is not an apology in itself. Neeleman saying he felt "humiliated and mortified" not just as a feeling but in his companies response to the crisis helps sell the changes and the consumer bill of rights (which is an amazing pr move). It also makes him, and therefore the company look dedicated to improvement and consumer satisfaction, which is a must since they took such a hard hit.