JetBlue's Service Flies South

Bailor, Coreen
May 2007
CRM Magazine;May2007, Vol. 11 Issue 5, p15
Trade Publication
The article focuses on crisis management, with particular focus on the incident involving JetBlue Airways. The airline's standing as a customer service luminary was ruined when its reactions to a storm in February on the East Coast left customers stuck aboard grounded planes for up to 11 hours. JetBlue's problems started when an ice storm severely affected its operations at JFK International Airport in New York. The airline pressed on instead of canceling and rescheduling flights.


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