Jetblue Case Study Essay

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1. Describe the “JetBlue Experience.” How is it related to the company’s overall business strategy?
With the JetBlue Airways experience, passengers enjoyed free amenities such as watching live satellite TV, listening to XM satellite radio, brand name snacks, coffee and drink. Passengers can also experience paperless ticketing, assigned seating with more legroom. These experiences have helped to streamline JetBlue’s business strategy as being the best customer service in the airline industry.

2. What challenges did David Neeleman and his executive team face in managing the customer experience as the airline grew rapidly? How did they respond to those challenges?
The challenges were new airline fleets were behind schedule and
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A basic problem was JetBlue’s communication system. The ice storm had left a large portion of the airline’s pilots and flight attendants far from where they needed to be to operate the planes, and JetBlue lacked the trained staff that was needed to find them and tell them where to go. Another problem was the reservation system; the system was so overwhelmed that customers were unable to get through to human agents to check on a flight.

4 Did the airline handle the crisis well? Why or why not? What else could JetBlue have done to improve the situation?
I believe the situation was handled well, because after the February 14th delays, JetBlue executives developed a passenger Bill of Rights to help deal with the situation if it happens to arise again. The Bill of Rights provides real compensation for delays and cancellations, and it is believed to be stronger, deeper, and much more defined than any other customer commitments you could find in the airline industry.

Although there was no way JetBlue could have prevented the cancelled flights due to bad weather, they should have had risk management plan in effect addressing ice storms before this incident occurred. Another solution to the problem would be to park incoming flights near the gate and send a bus out to pick up the passengers. This way they wouldn’t have to wait in the plane until a gate is available or call other airlines and see if they can use there
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