Jet Blue Case

1. There were many different steps that could have been taken by the NYC location for Jet Blue. At the first sign of even a potential crisis there should be some form of communication amongst the locations. The weather is unpredictable especially when storms are on the forefront; it was a bad decision on their part to be so reliant and confident on the weather. Regardless of the bad choice there are many ways that this catastrophe could have been prevented. There was cellular communication, text messages and many other internal emails and protocols that should have been put in place prior to this. It is the job of every company to always be prepared for a crisis. My opinion is that jet blue was overly confident about their company's communication protocols and were not prepared for this, hence the reason there was so much back lash from consumers and loss in revenue.

2. It would have been a Brilliant idea for the CEO to appear on talk shows and make news appearances. To give their consumers a face, a story, a reason, a personality to the company would have helped to build a relationship with consumers. Neeleman would be answering questions and showing remorse and human feelings towards the event that took place, showing consumers that the company really cares. But face the media can also take a turn for the worst; the CEO would have to be prepared for these tough and tricky questions. He must be careful of what he says and how he says it because as much as media can help it can also make matters even worst.

3. I think that a corporate advertising campaign would be in the best interest for the company. But not a "we're sorry" campaign but a "we've improved" campaign. They should show their customers how they've gotten better. What they've done to change. And to the customers affected by the incident send them personal letters offering them flight vouchers, first class opportunities, reimbursements. It is important for Jet Blue to take the focus off of the negativity and shine a bright new and positive light on the company.

4. The Customer Bill of rights would be advertised to external stakeholders to show that Jet blue cares. It would also be a mandatory training that would have to be taken by current employees and an addition to the training sessions for new employees. It would be displayed in the terminals and branded into JetBlue to show customers that we do put them First.

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