English 420Y - Business Writing Online

The situation JetBlue faced in February could have been the end of their company. Costumer disappointment on their service and a scandal of that nature are very harmful to a company and can be solved only with good communication in order to convince the media and their costumers that the company cares about them.

I believe the JetBlue Crisis was handled in the correct manner, but not effectively. With not having experienced a disaster before, JetBlue did not respond quickly nor did they communicate well with their passengers. In an ethical manner, I believe that JetBlue stood by their moral conviction to make reparations to their paying customers. The monetary reimbursement for this unfortunate incident as well as new customer bill of rights was initiated will not be placed into action.

After finishing the assigned readings for this week, I have concluded that JetBlue handled the crisis very well. While the situation was pretty much out of their control, they dealt with the customers as well as they could. When facing the public, the CEO, David Neeleman, was very apologetic and sincere. The fact that he even faced the public is a sign of his sincerity. It would have been very easy for him to have just stayed out of the public eye and to have avoided the situation all together.

I think Jet Blue handled the aftermath of the crisis effectively and ethically. David Neeleman's apology on youtube was necessary, but definitely sincere. It was also very good strategy, and one Luntz points out in the reading. The way Mr. Neeleman apologized was obviously visual (Rule Eight) which had a stronger impact on the consumer. If he had just offered only a written apology, fewer people would respond to it simply because that is less personal.

The JetBlue crisis is an example of major company with communications problems that were mostly internal. As the ice storm blasted the northeast the JetBlue corporate officers were very slow to act in the situation. JetBlue also wasn’t up front if paying customers, which I consider unacceptable from anyone especially a corporation. I could definitely understand the customers’ frustrations in the way the situation was handled. Mr. Neeleman was extremely cautious in the way he cleaned this mess up, but it was too late.

Luntz describes how it would be an ideal world if everyone had all the knowledge they needed when born. This made me begin to think of the JetBlue crisis and how it would be ideal if everyone knew everything because then there would be less confusion and people would actually know what was going on. I don’t think that the JetBlue crisis was handled as effectively as it could have been. Luntz also stated in the chapter that the truth matters. I believe that the truth is always an important component in communication.

I think JetBlue was able to effectively handle their unfortunate event. I don’t only say this because the reading and research I did, but they are still around as a company. JetBlue was able to regain many clients trust by showing true concern for what happened to them. They offered refunds and other incentives to try to dampen the time and hardships the passengers went through. I think one of the main things that was able to keep JetBlue afloat in the end was the Customer Bill of Rights. This document really showed the customers and other airlines this kind of debacle is unacceptable.

After reading the articles assigned for this week, I can say that Jet Blue handled the situation effectively and ethically.

JetBlue's crisis is an interesting situation. I still do not exactly understand how this extreme problem could happen to such a large airliner. Storms happen everywhere and it's strange that any airliner would not have plans for when such situations arise. I don't think JetBlue acted in an effective way. They obviousl delayed many people and caused a great backup of passengers. The most effective thing is to have everyone fly out on their designated flights at their designated times. This isn't always practical, but would be ideal.

I think that the whole Valentine's day event was handled pretty well by Jet Blue. it's eveident from the the article that I found on USAToday.com. It says, " What meltdown?