Jet Blue Case Analysis Essay

Jetblue set out to provide its nodes with a great airlines experience. Neelemans goal was to provide customers with the types of amenities reserved for the pricier carriers, including wider seating room and 24 channels of in-flight television ( Case study pg 400) One of Jetblue and Neelemans prodigiousgest challenges was to keep offering all these amenities while still competing with the big carriers by keeping their pr glasss 50 to 60 percent crusheder on the homogeneous routes. As they grew and hired more employees they found it harder to maintain the same level of customer dish up across the board. Also other carriers began to vie with them in the lowprice arena. These bigger airlines had more planes and employees to they were better able to respond to the surprise that blanketed New York in 2007. This draw proved to ruin many of Jetblues customer experiences due to the delays and cancellations. Jetblue gave all of their customers refunds and free flights in response to t he delays.They were withal aspect the effects of the storm longer than their bigger competition since they were understaffed because of pilots creation stuck in other states. When the storm hit some flights set on the tarmac for up to ten hours still chancing to be able to start out during the storm. Jetblue could have cancelled these flights earlier and kept customers from having to endure sitting on planes for extended periods of time. If Jetblue had done this then they would have avoided much of the grief they experienced over the next week. Overall Jetblue should have better prepared for the storm by cancelling flights earlier and having extra staff on hand. Whomever was in frivol away of overall operations should have planned better and is the one who is the to the highest degree responsible for the lack of preparation.Jet Blue did a great commercial enterprise handling the severe weather in February of 2007. They went above and beyond move to compensate for the inconve nience and loss of time that their customers endured. They provided $26 one thousand thousand in refunds and vouchers to their passengers stranded in New York. None of the other major airlines offered salary or even an apology. Even at the companies all time low they did an admirable job offering the JetBlue Experience. Although I commend the way JetBlue handled this herculean situation, there were steps that could have been taken to ease the inconvenience of their passengers.The daylight before the storm, there were multiple signs of severe weather on the horizon. bump had already begun to fall and by the early morning the snow became ice pellets and freezing rain. The airline decided to ignore these signs, thus neglecting to warn its passengers of assertable delays, resulting in six planes being boarded and ultimately stuck at their gates. Additionally, JetBlue had four influent planes that should have been directed elsewhere and as a result those planes were otiose to reac h their terminals because all gates were occupied. If JetBlue would have paid attention to the exemplar signs and informed their customers, the ten planes and its passengers would have never been stuck at the terminals.The negative consequences JetBlue could gift are primarily PR and financial. During the storm in February, the media was constantly screening JetBlues trapped customers. Some passengers even went so far as to start a blog called jetblueshostage.com. JetBlue was once known as the leader in service excellence in the airline industry. Now the partnership is faced with the difficult task of rebuilding its image in the globe eye. Directly related to the companys public image is its breed price. The market lost confidence in JetBlue following the events February of 2007, resulting in the companies business line price falling. In coiffe to get everything back on plow the company essential(prenominal) first focus on its public image.In indian lodge to pull off w ith the unfortunate quagmire the company had found itself in after the snowstorm in the northeast, JetBlue planned to launch a service guarantee known as the Customer Bill of Rights in order to make right what they had wronged. JetBlue announced it would spend $20 to $30 million in effort to appease thousands of stranded customers that were affected. The Bill of Rights works by offering vouchers to customers who experience detain flights while flying with JetBlue. $25 for flights delayed one to two hours and up to a free round motivate ticket for flights delayed up to 6 hours.Will the Customers Bill of Rights work in recovering the image JetBlue has tried so hard to create? In my opinion, yes I do think it will. untamed customers who had to deal with the delays on the initial happening will be provided an spotless free ticket, and customers who deal with this in the future will be provided with vouchers or tickets as well. What else can an airline company do, errors happen and s ome whitethorn be out of the companys control. The company must deal with how the error is handled and that is exactly what JetBlue is doing. Several actions and guidelines should be followed by JetBlue in order to insure the companies viability and future success.The launch of the Cutovers Bill or Rights was a good step in the right direction, but company executives must work closely with their public affairs team to raise its awareness. JetBlue executives must also work with marketing executives to promote the Customer Bill of Rights with tumescent stakeholder groups and already existing customers. JetBlue executives must support this bill of rights 100% in order to restore the companys image. This means following their ascertain and actually providing vouchers for every single delayed flight. Customer Bill of Rights should also be leveraged as an advantage in comparison to its competitors. Considering JetBlue was the first to practice such a thing, advertising it as an advanta ge my pull customers in and keep current customers.