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JetBlue Airways

JetBlue Airways. By: Amanda Albert & Mia Millevoi. The Crisis. Inside JFK Day of Crisis. February 14 th , 2007 JFK International JetBlue Headquarters Stranded, Starving, Freezing 131,000 people affected. (The New York Times, 2007) . Pre-Crisis. “Wait and see” weather approach

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JetBlue Airways

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  1. JetBlue Airways By: Amanda Albert & Mia Millevoi

  2. 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)

  3. Pre-Crisis • “Wait and see” weather approach • Dependence on reservations system • Untrained emergency control center • Poor communication system (Bailey, 2002)

  4. Initial Response • Be quick, be accurate, be consistent • David G. Neeleman, CEO • Created Twitter account • Public addressed on February 21st • Late call to Port Authority (Coombs, 2007)

  5. Reputation Repair (Jet Blue Airlines, 2012)

  6. Post-Crisis • Public appearance on DavidLetterman • -$42 million in revenue • “We should have actedquicker” • 2011 Pilot Breakdown Crisis (BloombergBusinessWeek, 2007)

  7. Takeaways • Planning & Preparation are crucial. 2. Timing is everything. 3. A crisis can make or break you.

  8. 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

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