The article I chose to use came from Forbes.com. In the beginning, it summed up the events and details of the JetBlue crisis. Then, it went on to discuss the way the CEO, David Neeleman, handled the situation. The article was mainly praising him for stepping up and apologizing to the public, rather than hiding from it. The article compares Neeleman to other CEOs, such as Kevin Burke, the CEO of the New York City utility firm Con Edison.
I chose the article “Runway debacle and JetBlue stock goes ... up?” located on msnbc.com.
This can be found at: http://www.msnbc.msn.com/id/17175598/
The article I used can be found at this website:
http://crisisblogger.wordpress.com/2007/02/19/can-jetblue-recover/
The article begins by explaining hat JetBlue is in the middle of a major crisis, and then saying that they are dealing with a frenzy of bad press. One of the most important parts of the beginning of the article is when the author states:
The basic rules for response when things have gone wrong are:
1) Accept responsibility
2) Apologize and make restitution if possible
3) Clearly identify the changes that will be made to prevent recurrence
This article from The Boston Globe gives more information about the cancelled flights from Jet Blue. It gives more details about why flights were still being cancelled a few days after the ice storm. Jet Blue encountered problems when the pilots could not fly because they did not have enough time to rest. This article also talks about how people, such as Maria Arbelo, were inconvenienced by the crisis.
This article, from the New York Times, entitled "JetBlue’s C.E.O. Is ‘Mortified’ After Fliers Are Stranded" and is mainly focused on the situation of having a scarcity of workers when times where at the roughest point. The first problem and misjudgment the company made was not cancelling and delaying flights much sooner. Every other company had better plans set for the ice storm that went through the area. JetBlue tried handling the situation differently, thinking they could work through the weather and had to suffer the consequences for their actions.
The JetBlue crisis is a situation that everyone hopes they do not have to encounter. Being stranded on a plane for 11 hours without clean water or a restroom is not a desirable situation. For the Corporate Communication's project I thought one important part to consider before writing the press release, etc was what really happened. I kept questioning why people were stranded for so long. How is that possible? Why could they not merely walk off the plane? What were the lagistics that made the situation so hectic and complicated?
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February 20, 2007
Recovering from a Crisis: Jet Blue Gets It Right
How would you respond to a week-long fiasco of international media scrutiny and criticism following a highly publicized episode of your intolerable treatment of customers, especially if your company was founded on a pledge of superior customer service?
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The article that i have found was posted on CNNMoney.com on february 15, 2007. It talks about the increse in the stock prices of jet Blue, even after having followed such confusion due to cancellations and delays. As stated by the article, "people still like their low fares and simple product." The situation was well handled by the company as the CEO admitted his mistake and also releasing the customer rights, which would compensate the customers for their inconvinience.
http://money.cnn.com/2007/02/15/news/companies/jetblue/index.htm