English 420Y - Business Writing Online

I have never done one of these before. Short and sweet

http://www.usatoday.com/travel/news/2007-02-17-jetblue-flights_x.htm

This is the URL. Please let me know if one can not see it.

JetBlue Airways Ranked Highest in J.D. Power and Associates North America Airline Customer Satisfaction Study.

http://www.zmag.org/content/showarticle.cfm?ItemID=12221

The article is written from the point of few of passnegers during the JetBlue "meltdown". It brings up some interesting points that I had not thought of before, but is also a large amount of personal opinion. I think this will be very helpful to the project because understanding how the customers feel and what their attitudes are goes a long way in determining how one would write a response to them.

This article found on NBC talks about the CEO's reaction to what happened as well as how confused the staff was. It also talks about approximately how many flights were cancelled and a passengers experience about what to do. While it was complete chaos for those few days, you are also able to see that the staff was trying to do everything in their power to help the passengers even though they did seem a little confused. You are also able to see that there was a conscience effort by the company to bring the crisis under control.

The article I chose is from the Star Ledger titled "Jet Blue Communication Crisis". The author, Steve Adubato, states that "Jet Blue has a reputation of excellent customer service. They’ve gone out of their way to treat customers with courtesy and consideration." He says communication has been Jet Blue's key success in the past. Unfortunately, the tables turned when the massive snowstorm hit JFK airport. According to the article, it claims that the passengers stranded on the plane were running out of food and updates from the cockpit were rare and inconsistent.

This article titled "Jet Blues -- How NOT to Do Crisis Communications" is very interesting and I believe it will really help when writing our press release and business letter. The article is about how Jet Blue could have dealt with this situation and communicating with customers and employees better. An aspect of this article that I think will really help when doing research for this project is when the author talks about what Jet Blue should have done in this situation. She has a lot of good tips or pointers. I am going to use these when I write my press release and business letter.

The link can be found here: http://www.nytimes.com/2007/02/19/business/19jetblue.html?ex=1329541200&...

The article I found was published in the Washington Post on May 11, 2007. It talks about the fact that after the criticism on the delays on flights that happened in February, the CEO and founder was replaced. Dave J. Barger had to take over the position by decision of the board and the former CEO would continue to be chairman of the board. They also talk about the situation of the company and how they haven’t declared any profit since 2004, and also how the problems they faced in February became very prejudicial for the company.

http://www.levick.com/resources/topics/issues/jet_blue.php