jetblue airways

JetBlue AirwaysBy: Amanda Albert & Mia Millevoi

The Crisis

Inside JFK Day of Crisis

• February 14th, 2007

•JFK International JetBlue Headquarters

•Stranded, Starving, Freezing

•131,000 people affected

(The New York Times, 2007)

Pre-Crisis“Wait and see”

weather approachDependence on

reservations systemUntrained emergency

control centerPoor communication

system

(Bailey, 2002)

Initial ResponseBe quick, be accurate, be

consistent David G. Neeleman, CEOCreated Twitter accountPublic addressed on

February 21st Late call to Port Authority

(Coombs, 2007)

Reputation Repair

(Jet Blue Airlines, 2012)

Post-CrisisPublic appearance on David

Letterman -$42 million in revenue“We should have acted

quicker” 2011 Pilot Breakdown Crisis

(BloombergBusinessWeek, 2007)

Takeaways1. Planning & Preparation are crucial.

2. Timing is everything.

3. A crisis can make or break you.

Sources Bailey, J. (2007, February 19). JetBlue’s CEO Is ‘Mortified’ After Fliers Are

Stranded. The New York Times. Retrieved from http://www.nytimes.com

Bloom, B. (2009, January). Crisis Management: What’s Your Strategy? Franchising World. Retreived from http://www.ebscohost.com

Coombs, T. (2007, October 30). Crisis Management and Communications. Institute for Public Relations. Retrieved from http://www.instituteforpr.org

Hanna, J. (2008, March 31). JetBlue’s Valentine’s Day Crisis. HBS Working Knowledge. Retrieved from http://hbswk.hbs.edu/item/5880.html

Jet Blue Airlines. (2012, August). Customer Protection. Retrieved from http://www.jetblue.com

Jordan-Meier, J. (2011, August). Crisis Management. Leadership Excellence. Retrieved from http://search.proquest.com/docview/884215419?accountid=14270