The darling of the low-cost flight industry

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Reference no: EM132303776

According to the crisis case : On Valentine's Day 2008, JetBlue, an airline that had become the darling of the low-cost flight industry, an experienced disaster when a snowstorm forced excruciating delays. As planes sat on the runway for several hours, passengers awaiting takeoff were trapped unable to use toilet facilities as they stewed on board, essentially imprisoned on the stuck vessel. The national press that reported the incident was excoriating in its criticism. JetBlue employees began to refer to the event as 2/14 in the same way that Americans would refer to the bin Laden attacks as 9/11. For JetBlue, the experience was, as the CEO subsequently said, “pretty humiliating.”

There is a summary of the Jet Blue crisis several years ago. Please review that and then describe how you would proceed with each of the 4 pieces of the golden rule as laid out in the textbook:

What would you want to know? What would you need to know? How would you want the message communicated to you? What would you need if you had further questions?

Reference no: EM132303776

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