Jet Blue (Essay Sample)

How did JetBlue complete (or not complete) each of these actions? In other words, what actions did JetBlue take that demonstrate each of these seven actions?
JetBlue airline demonstrated candor by taking full responsibility for the predicament that its customers experienced as opposed to denying that the problem actually existed.
JetBlue explained and gave adequate reasons that resulted in the unfolding of the crisis that grounded its flights. The company explained to its customers that a communication breakdown was to blame for the late response.
Declaration was evident since the airline acknowledged existence of the crisis and it was taking the necessary measures to resolve the crisis in order to avoid causing further inconveniencies to its customers.
The airline exhibited contrition by making a public apology to its customers some of whom were stranded in the airport for days.
Consultation was evident since the airline through its public relations team kept the customers informed on the progress the airline was making it fixing and resolving the ongoing standoff.
The airline expressed its commitment by putting are the necessary measures to ensure its customers were not inconvenienced as well as adopting a new operating model that was aimed at restoring humanity to air travel as well as launching a customer bills of rights.
The airline lived up to the spirit of restitution by rolling out a compensation program.
Who are the victims in this scenario?
JetBlue customers are the victims in this scenario, JetBlue Airlines underestimated the magnitude of the severe snow and ice storm that hit the Midwest of the United States and instead of putting the necessary prerequisite measures that would have cushioned its customers from avoidable inconveniences the airline continued its normal operations despite the fact that other airlines operating in the region had grounded their flights. Furthermore, the airline failed to keep its customers updated on the flight rescheduling program hence the delays even after the storm had passed.
How did JetBlue recognize the impact of the scenario on these victims?
JetBlue Airlines through its chief executive officer took responsibility for the delays and inconvenience caused to customers and initiated prompt corrective action to remedy the predicament customers were facing. The immediate response from the management team signified that the company regretted its decision. It was also reminiscent of a well thought out crisis management strategy that saved the airline from further humiliation and embarrassment and possible lawsuits from unsatisfied customers. Moreover, acknowledging responsibility for the delays ensured that JetBlue airline credibility and reputation was not dealt a huge blow that would eventually lead to loss of revenue.
What actions did JetBlue take prior to this scenario to develop trust and credibility with the now-affected victims?
Prior to this incident, JetBlue Airlines was popular since it charged low-cost fares and its airline fleet was largely composed of new aircrafts. The airline offered an entirely new flight experience characterized by exceptional customer service other airlines operating in the industry didn’t offer. Additionally, the airline flew to locations underserved by other airlines. Therefore, the airline was considered customer friendly.
What actions did JetBlue take immediately following this scenario to restore trust and credibility to the victims?
The airline acknowledged responsibility through its chief executive officer. The airline also developed a compensation system aimed at cushioning its customers from financial loss while it was the airline’s fault they were stranded for days.
Is it really the company’s problem?
Basing my answer on Lukaszewski line of thinking, I am inclined to think that it was the airlines problem. In the first place, the crisis would not have happened if the airline grounded its flights. It is; therefore, right to say that the crisis would eventually end up on the airlines doorstep. The airline failed to live to its professional standards hence resulting to the customers questioning its credibility. However, the airline acknowledged its mistakes and effected crisis management tactics immediately in order to restore not only its credibility but also confidence among its customers who had already paid for their flight tickets but felt shortchanged since they were not getting value for their money.
What is the duty [of the company] to update and inform?
It was the airline’s responsibility to keep its customers informed and stabilize the crisis. Additionally, the airline should have kept its customers updated on the progress it was making in resolving the situation. The airline should also have responded to issues and questions raised by its customers so as to avoid possible confrontations and bitter exchanges between its employees and ...