JetBlue Air passage:
Regaining Hohe after the Valentine's Massacre of 2007
A Submission for the Arthur T. Page Culture Case Study Competition
2 Summary Valentine's Day 3 years ago changed the course of record for JetBlue Airways. The upstart low-fare airline вЂ“ which got enjoyed unparalleled acclaim via customers and industry observers вЂ“ suddenly found by itself in the midst of their first significant operational tragedy. A winter months storm that enveloped the newest York city region and JetBlue's hub at Steve F. Kennedy International Airport kept hundreds of you’re able to send passengers stranded in the terminal, and worse, in aeroplanes on the tarmac. The flight interruptions at JFK plunged JetBlue's entire operation into chaos, forcing the carrier to cancel more than one thousand routes over a six day period. The cancellation cost the airline approximately $20 , 000, 000 in revenue and $24 million flying vouchers to customers who were impacted by the disruptions. JetBlue founder and CEO David Neeleman great executive group knew that they had to find a way to restore the company's once pristine reputation. The case study explains the corporate conversation dilemma encountered by JetBlue Airways inside the wake of its 3 years ago winter storm-related crisis known as the " Valentine's Massacre. вЂќ
Table of Material Introduction вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦.. JetBlue Will take off вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦.. The Perfect Storm вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦. On Slender Ice вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦ 4 5 6 7
JetBlack and Blue вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦.. 8 Misery Loves Insurance coverage вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦... Congress Comes Contacting вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦. Issue вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦ being unfaithful 10 10
Discussion Queries вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦... 16 Appendices вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦ 15 Sources вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦вЂ¦.. nineteen
4 Introduction For JetBlue Airways, which will prided itself in bringing the " humanity returning to air travel, вЂќ1 Valentine's Day 2007 served as a stark prompt that every vacation eventually concludes. The New York-based airline started out the year doing well; growth both in terms of destinations and fleet size was considerably outpacing your most focused projections. JetBlue enjoyed a cult-like following among its loyal clients, thanks mainly to uncommonly attentive service, generous space, free satellite television for pc feeds in every single leather chair, and of course, the company's signature green Terra poker chips. In fact , the airline ranked highest in customer satisfaction among low-cost air carriers in 2006 and among all major airlines in the United States in 2006. 2 But as a winter season nor'easter barreled toward the modern York metropolitan region about February 13, 2007, JetBlue leaders were blissfully unaware that the following seven days would be by far the most attempting in the provider's eight 12 months history. Simply by February nineteen, the company got cancelled several thousand plane tickets and received tens of millions of dollars in loss. Worse, JetBlue's sterling status was right now tarnished due to bad luck, mistaken decision-making, and multiple systemic failures. As pressure mounted, JetBlue founder and CEO David Neeleman encouraged his executive group to search for daring and inventive solutions. In the event that that designed parting with convention, then so whether it be, Neeleman told them. A very important factor was very clear: JetBlue Air passage needed a strategy to regain customers, reassure employees and investors, and restore their public image. JetBlue Will take off The start of JetBlue Airways in 1999 was by no means supposed to function. After all, with the 58 start-up jet flight companies that experienced commenced businesses since the U. S. government deregulated the industry 33 years ago, only two survived. a few The prospect of getting money in the airline market is so exceedingly difficult that billionaire entrepreneur Warren Buffet when famously said that capitalism would have recently been better served had an individual shot down the Wright brothers' prototype airplane at Kitty Hawk, New york, a century...
Referrals: Bailey, M. (2007, May well 11). JetBlue 's head is stopping chief executive name. The New You are able to Times, g. C2. Cohn, M. (2007, February 20). JetBlue woes may spur wider improvements. The Baltimore Sun, p. A1.
Kim, H. & Gu, Z .. (2004). Impact of the 9/11 terrorist episodes on the go back and likelihood of airline stocks and shares. Tourism and Hospitality Study, 5(2), 150-163, 151.
Flouris, T. & Walker, To. (2005). The financial overall performance of low-cost and full-service airlines much more crisis. Canadian Journal of Administrative Savoir, 22(1), 3-20.
Thomaselli, 3rd there’s r. (2007, Feb 19). Administration 's misjudgment gives JetBlue a black eye. Promoting Age, 78(8). Retrieved The fall of 10, 3 years ago, from Organization Source Leading database.
Ibid. White, S. (personal interview, November twenty nine, 2007).
Bailey, J. (2007, February 17). Long delays hurt image of JetBlue. The brand new York Times, p. C1.
Strickler, A. (2007, Feb . 15). Stormy weather: Waiting until they 're blue; JetBlue passengers trapped on airplanes for hours amid icy snarl at JFK gates. New york city Newsday, g. A5.
Chung, J.; & Strickler, A. (2007, February 18). A labyrinth of bags as travelers search through mounds of baggage; JetBlue cancels hundreds of weekend travel arrangements. Newsday, s. A3.
Strickler, A. (2007, February 15). Stormy weather: Waiting til they 're blue; JetBlue individuals stranded on planes all night amid wintry snarl in JFK gates. New York Newsday, p. A5.
Ibid. Shelter, J. (2007, February 16). JetBlue trip snarls continue. The New You are able to Times, g. 7.
Daly, M. (2007, February 18). How two pilots place silver coating in JetBlue clouds. New york city Daily Reports, p. 12.
Chung, M.; & Strickler, A. (2007, February 18). A labyrinth of luggage while travelers flick through mounds of luggage; JetBlue cancels hundreds of weekend flights. Newsday, p. A3. Ibid.