Jetblue Case Study About 10 Pages
JetBlue Airways Case Study Analysis
Problem Definition
The situation described in “JetBlue Airways: Regaining Altitude” is one that,
unfortunately, more than a few people have experienced. The many problems that unfolded in
the course of only a few short days, were all caused by one main issue, a lack of communication
and communication training in a crisis situation.
Company Objectives
What once was a vision has now become a reality that defines JetBlue as a company.
Neeleman envisioned the ultimate flying experience for his customers.
Every seat would come equipped with a television that featured dozens of free channels
provided by satellite signal. Finally, to keep costs down, JetBlue would offer a virtually
unlimited supply of appealing in-flight snacks instead of soggy meals that no one really
wanted. (Argenti, 2009, p.100)
It is obvious that David Neeleman and JetBlue set out to exceed customer satisfaction and in
general, tend to go above and beyond what the average airline has to offer. However, it seems
that their goal of excellent customer service was higher in importance than teaching their
employees how to communicate in emergency situations, such as the one presented to us in the
case study. It is essential for companies to find a competitive advantage to set themselves apart
from other companies in their industry, however it is also crucial for these companies to find a
balance and continue to value the basic fundamentals of communication.
Data Analysis
JETBLUE AIRWAYS CASE STUDY ANALYSIS
JetBlue went from startup company to powerhouse of the sky in 2007 with overall growth
in terms of destination and size. Run by CEO David Neeleman’s expertise and experience in the
industry, the company boasted in customer satisfaction and provided practical and luxury
amenities to all passengers. “Neeleman envisioned treating JetBlue’s customers…to comfy
leather seats, paperless ticketing,
Problem Definition
The situation described in “JetBlue Airways: Regaining Altitude” is one that,
unfortunately, more than a few people have experienced. The many problems that unfolded in
the course of only a few short days, were all caused by one main issue, a lack of communication
and communication training in a crisis situation.
Company Objectives
What once was a vision has now become a reality that defines JetBlue as a company.
Neeleman envisioned the ultimate flying experience for his customers.
Every seat would come equipped with a television that featured dozens of free channels
provided by satellite signal. Finally, to keep costs down, JetBlue would offer a virtually
unlimited supply of appealing in-flight snacks instead of soggy meals that no one really
wanted. (Argenti, 2009, p.100)
It is obvious that David Neeleman and JetBlue set out to exceed customer satisfaction and in
general, tend to go above and beyond what the average airline has to offer. However, it seems
that their goal of excellent customer service was higher in importance than teaching their
employees how to communicate in emergency situations, such as the one presented to us in the
case study. It is essential for companies to find a competitive advantage to set themselves apart
from other companies in their industry, however it is also crucial for these companies to find a
balance and continue to value the basic fundamentals of communication.
Data Analysis
JETBLUE AIRWAYS CASE STUDY ANALYSIS
JetBlue went from startup company to powerhouse of the sky in 2007 with overall growth
in terms of destination and size. Run by CEO David Neeleman’s expertise and experience in the
industry, the company boasted in customer satisfaction and provided practical and luxury
amenities to all passengers. “Neeleman envisioned treating JetBlue’s customers…to comfy
leather seats, paperless ticketing,