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jetBlue Airways. Presented 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?. S torm forecasted to Change to Rain Ignored the Storm

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jetblue airways

jetBlue Airways

Presented by,

Steven Leibovitz and Evan Brown

according to coombs
According To Coombs…
  • Definition of Crisis
  • Effective Crisis Management Plan Consists of
    • Pre-Crisis Phase
    • Crisis Response
    • Post-Crisis Phase
what went wrong
What Went Wrong?
  • Storm forecasted to Change to Rain
  • Ignored the Storm
  • Continued to Load Passengers
  • Neglected Consequences
  • “Do the right thing”
what went wrong1
What Went Wrong?
  • Storm Never Changed
  • Catastrophe
  • Passengers Waited Longer than Seven Hours
  • Over 131,000 Passengers Affected
what jetblue did wrong
What jetBlue Did Wrong?
  • Not Enough Employees
  • Pilots & Flight Attendants Displaced
  • Aircrafts Could Land, Not Take Off
what they did to fix the problem
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
Customer Bill of Rights
  • Full Refunds
  • Free Round-Trip Airfare
  • Money Vouchers
  • Compensation for bumped flights
reputation repair
Reputation Repair
  • Low Fares
  • New Leather Seats
  • Foods and Beverages
  • Individual TV’s
  • Improved Flight Service
  • Competitive Advantage
takeaways
Takeaways
  • Customer Satisfaction is Essential
  • Intermediate Response Following a Crisis
  • Pre-Crisis Management Plan
conclusion
Conclusion
  • Immediate Action Following Crisis
  • Accepted Responsibility
  • Sincerely Apologizing
  • Reimbursed Consumers
  • Created Bill of Rights
  • Improved Company Qualities
references
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