JetBlue Airways Presented by, Steven Leibovitz and Evan Brown.
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Transcript of JetBlue Airways Presented by, Steven Leibovitz and Evan Brown.
jetBlue AirwaysPresented by,
Steven Leibovitz and Evan Brown
According To Coombs…
Definition of Crisis
Effective Crisis Management Plan Consists of
Pre-Crisis Phase
Crisis Response
Post-Crisis Phase
What Went Wrong?
Storm forecasted to Change to Rain
Ignored the Storm
Continued to Load Passengers
Neglected Consequences
“Do the right thing”
What Went Wrong?
Storm Never Changed
Catastrophe
Passengers Waited Longer than Seven Hours
Over 131,000 Passengers Affected
What jetBlue Did Wrong?
Not Enough Employees
Pilots & Flight Attendants Displaced
Aircrafts Could Land, Not Take Off
What They Did To Fix The Problem
CEO Apologizes on Youtube
More Sincere Apology
Customers Responded Positively
Announces Customer Bill of Rights
Six Days After Crisis
Customer Bill of Rights
Full Refunds
Free Round-Trip Airfare
Money Vouchers
Compensation for bumped flights
Reputation Repair
Low Fares
New Leather Seats
Foods and Beverages
Individual TV’s
Improved Flight Service
Competitive Advantage
Takeaways
Customer Satisfaction is Essential
Intermediate Response Following a Crisis
Pre-Crisis Management Plan
Conclusion
Immediate Action Following Crisis
Accepted Responsibility
Sincerely Apologizing
Reimbursed Consumers
Created Bill of Rights
Improved Company Qualities
Any Questions?
References Bailey, J. (2007, February 19). JetBlue’s C.E.O. Is ‘Mortified’ After Fliers Are
Stranded. Retrieved from http://www.nytimes.com/2007/02/19/business/19jetblue.html?pagewanted=all&_r=1&
Coombs, W.T. (Ph.D). (2007, October 30). Crisis Management and Communicatons. Retrieved from http://www.instituteforpr.org/topics/crisis-management-and-communications/
Efthimiou. G. (2008) Regaining Altitude: A Case Analysis of the JetBlue Airways Valentine’s Day 2007 Crisis. Retrieved from https://cdr.lib.unc.edu/indexablecontent?id=uuid:dc29b866-e7ad-4c5b-875c-9a8176994fe3&ds=DATA_FILE
Harmon, J. (n.d.). (2007, February 20). Recovering from a Crisis: Jet Blue Gets It Right. Retrieved from http://jon8332.typepad.com/force_for_good/2007/02/recovering_from.html
Matthews, B. (2007, February 19). Jet Blue cancels more flights into Monday as it struggles with storm aftermath. Retrieved from http://usatoday30.usatoday.com/travel/news/2007-02-17-jetblue-flights_x.htm
Weiss. T. ( 2007, February 20). JetBlue’s Survival School. Retrieved from http://www.forbes.com/2007/02/20/neeleman-jet-blue-lead-cx_tw_0220jetblueceo.html