Module 3 Discussion
Read Case 4-1 (“JetBlue Airways: Regaining Attitude”) in Corporate Communication and respond to the following:
•Clearly and concisely identify what was the most significant business problem JetBlue faced and support your claim.
•Assess and identify the critical constituency issues.
•Articulate what you believe are the three most desirable outcomes.
•Discuss at least three communications best practices implemented by JetBlue.
Post your initial response to the discussion question no later than Thursday 11:59 PM EST/EDT.
Post responses to at least two classmates no later than Sunday 11:59 PM EST/EDT
The most significant business problem JetBlue ...view middle of the document...
I had flight attendants sitting in hotel rooms for three days who couldn’t get a hold of us. I had pilots emailing me saying, ‘I’m available, what do I do?’” The cancelations cost the airline an estimated $20 million in revenue and an additional $24 million in flight vouchers for effected customers. JetBlue stockholders immediately began to sell off their shares (Argenti, 2011, p.105).
Although this may not have been an ideal situation there was possibility of desirable outcome. JetBlue management should have made the executive decision to cancel the morning flights based on the weather predictions. Sure those customers may have been upset that their flights were canceled, but at least they wouldn’t be stuck onboard flights that would eventually be canceled. It would also prove beneficial to cross-train every JetBlue employee so if ever facing a similar crisis the company can respond accordingly and carry on normal business operation.
JetBlue instituted several communication best practices including: (a) Building a solid reputation, (b) Create a stronger reputation and (c) Consistency is Key. Our text states that author...