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jetBlue Airways

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

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  1. jetBlue Airways Presented by, Steven Leibovitz and Evan Brown

  2. According To Coombs… • Definition of Crisis • Effective Crisis Management Plan Consists of • Pre-Crisis Phase • Crisis Response • Post-Crisis Phase

  3. What Went Wrong? • Storm forecasted to Change to Rain • Ignored the Storm • Continued to Load Passengers • Neglected Consequences • “Do the right thing”

  4. What Went Wrong? • Storm Never Changed • Catastrophe • Passengers Waited Longer than Seven Hours • Over 131,000 Passengers Affected

  5. What jetBlue Did Wrong? • Not Enough Employees • Pilots & Flight Attendants Displaced • Aircrafts Could Land, Not Take Off

  6. 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

  7. Customer Bill of Rights • Full Refunds • Free Round-Trip Airfare • Money Vouchers • Compensation for bumped flights

  8. Reputation Repair • Low Fares • New Leather Seats • Foods and Beverages • Individual TV’s • Improved Flight Service • Competitive Advantage

  9. Takeaways • Customer Satisfaction is Essential • Intermediate Response Following a Crisis • Pre-Crisis Management Plan

  10. Conclusion • Immediate Action Following Crisis • Accepted Responsibility • Sincerely Apologizing • Reimbursed Consumers • Created Bill of Rights • Improved Company Qualities

  11. Any Questions?

  12. 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

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