English 420Y - Business Writing Online

Jet Blue handled the crisis the best that they could considering the situation and man power that they had. The situation worsened and they dug themselves so deep that is why it took so long to recover, but I think they were making a strong attempt. However, do I think Jet Blue prepared for a crisis similar to this one, no!

I found that after reading the articles assigned this week that I have been able to establish a good understanding of the JetBlue crisis. I feel that they responded well to there customers by creating the Customers Bill of Rights. However, I believe that they did not handle the situation very well internally. After comparing articles at the time of the crisis with present articles I have am a bit appalled at their course of action.

I think Jet Blue handled the unfortunate in a pretty affective way. There are only so many ways that you can apologize to your client and try to make sure that they will continue to use your services. I thought the Customer Bill of Rights is a good idea on their part. It's important to show that you care about your clients and that you are just as upset as them at the events that happened.

Reading the articles for this week, I could review the JetBlue's crisis in more ethical and professional view. Despite of the CEO’s responsible and sincere apology and promise toward the public, I found two critical points of the company’s reaction to the crisis. One was the professionalism, and the other one was the company’s ethics.

After all of the readings this week I do think that Jet Blue handled the crisis in an effective way. I did not however state that they handled it in the smartest way but I would not question their ethics. I would attribute their main problem to a major oversight by the people in charge. Keeping the planes on the tarmac for nearly ten hours shows poor planning and diction making. Jet Blue was focusing to much on satisfying the customer with no delays that they took a big gamble and lost big.

The readings for this week were very interesting and were very closely related. The reason I say this, is because if the executives at Jet Blue would have read the article on business ethics and the Luntz article, they may have been able to avoid the chaos over Valentines Day.

I believe Jet Blue handled the crisis in a reasonably effective way. One thing they could have done better, which was mentioned in the “Communication Lessons from the JetBlue Meltdown,” was making their web site a fast communication tool to the public. I also believe it would have been a good idea to turn the wait time into a sort of event by bringing in food and activities for children. I definitely think JetBlue handled their crisis in an ethical way. They didn’t lie to the people about the fact that it was their fault a situation like that arose.

It was interesting to read related articles about JetBlue crisis following the process of handling the situation, not just simply focusing on the news of thousands of customers stranded in airports because of the severe weather condition. I think I cannot say they handled the crisis in such an effective way but it seems more reliable that they tired to handle the problem in ethical way. They admitted their problem and apologized through national television and on their website rather hiding or denying their responsibilities.

JetBlue is not the first company to have unhappy customers that received poor service by any means. However, they are one of the greatest examples of customer mistreatment. Through the readings, it is made clear that people respond to clear, concise, non-complicated information. While the long lines of customers were wondering what was happening, JetBlue should have begun handling the situation right away. I dealt with a similar situation just yesterday. Storms struck the nation and flights were cancelled all over the country. United Airlines handled it.

The JetBlue crisis was chaos that could have been avoided given proper preparation. JetBlue gave a valiant effort to try to keep the composure of the customers, but if they were more careful from the beginning, the fiasco could have been avoided. During February of this year, the airline experienced turbulent weather that resulted in the cancellation of numerous flights. Instead of taking the best precautionary methods to avoid the problem, JetBlue decided to keep the flight schedules on as planned.