Regaining Altitude: A Case Analysis of the JetBlue Airways Valentine's Day 2007 Crisis

The Handbook of Crisis Communication

Volumn , Issue , 2010, Pages 115-140

  Efthimiou, Gregory G ^a  

^a DUKE ENERGY   (United States)

Author keywords

Crisis with JetBlue leaders and image restoration strategy adoption; Critical incident technique in depth interviewing and case study approach; Customer Bill of Rights allowing JetBlue to strengthen image among loyal customers; Efficacy of JetBlue's attempts mortification and corrective action in recovering; EOM and JetBlue's Crisis Communications Plan; JetBlue Airways corporate communications team; JetBlue Airways comprehensive Emergency Operations Manual (EOM); JetBlue's crisis communication strategies integral role in sustaining airline's bookings; JetBlue's egalitarian culture "employee" taboo and "crew member" used; Regaining altitude case analysis of JetBlue Airways Valentine's Day 2007 crisis

Indexed keywords

EID: 84886216589     PISSN: None     EISSN: None     Source Type: Book    
DOI: 10.1002/9781444314885.ch5     Document Type: Chapter

References (38)

1. An update from David Neeleman. (2007, March 20). Retrieved December 18, 2007, from www.youtube.com/watch?v=3zyRKa3Cxk0.
2. Baar, A., & McMains, A. (2007). How to save a brand built on being folksy: JetBlue considers letting stranded passengers have their say in ads. AdWeek, February 26: 8.
3. Bailey, J. (2007a). Long delays hurt image of JetBlue. New York Times, February 17: C1.
4. Bailey, J. (2007b). JetBlue cancels more flights, leading to passenger discord. New York Times, February 18: A31.
5. Bailey, J. (2007c). Chief "mortified" by JetBlue crisis. New York Times, February 19: A11.
6. Bailey, J. (2007d). JetBlue to begin paying penalties to its stranded passengers. New York Times, February 20: C1.
7. Bailey, J. (2007e). JetBlue's leader is giving up chief executive title. New York Times, May 11: C2.
8. Benoit, W. (1995). Accounts, excuses, and apologies: A theory of image restoration strategies. Albany: State University of New York Press.
9. Bernstein, J. (2007). JetBlue rolls out passengers' rights. Newsday, February 21: A4.
10. Bond, D. (2007). Ups and downs; AirTran, Midwest log first-quarter profits, as stormtossed Jet Blue lands in the red. Aviation Week and Space Technology, April 30: 43.
11. Capps, B. (2007). Management's misjudgment gives JetBlue a black eye. Advertising Age, 78(18). Retrieved November 10, 2007 from Business Source Premier database.
12. Chung, J., & Strickler, A. (2007). A labyrinth of luggage as travelers search through mounds of baggage; JetBlue cancels hundreds of weekend flights. Newsday, February 18: A3.
13. Cohn, M. (2007). JetBlue woes may spur wider changes. Baltimore Sun, February 20: A1.
14. Coombs, W. T. (1999). Ongoing crisis communication: Planning, managing, and responding. Thousand Oaks, CA: Sage.
15. Daly, M. (2007). How two pilots put silver lining in JetBlue clouds. New York Daily News, February 18: 12.
16. Dear JetBlue Customers. (2007). February 22. Retrieved January 14, 2007 from www.jetblue.com/about/ourcompany/flightlog/archive_february2007.html.
17. Doyle, J., Kadison, D., & Olshan, J. (2007). Air refugees in new JFKaos; Hordes camp overnight before JetBlue says "tough luck," no flights. New York Post, February 16: 10.
18. Elsasser, J. (2007). True blue: After a customer relations crisis, lessons learned at JetBlue. Public Relations Strategist, 13(3): 14-19.
19. Fearn-Banks, K. (2002). Crisis communication: A casebook approach (2nd edn.). Mahwah, NJ: Lawrence Erlbaum Associates.
20. Hargie, O., & Tourish, D. (Eds.) (2000). Handbook of communication audits for organizations. New York: Routledge.
21. JetBlue Airways. (2007a). JetBlue Airways Customer Bill of Rights. Forest Hills, NY: JetBlue Airways.
22. JetBlue Airways. (2007b). JetBlue emergency operations manual (EOM-R22). Forest Hills, NY: JetBlue Airways. Proprietary document published December 20 for internal use only.
23. JetBlue Airways names Dave Barger president and chief executive officer. (2007). May 10. Retrieved November 2, 2007 from www.investor.jetblue.com/phoenix.zhtml?c=131045&p=irol-newsArticle&ID=998672&highlight=.
24. JetBlue Airways ranked highest in J.D. Power and Associates North America airline customer satisfaction study. (2007). June 19. Retrieved November 2, 2007 from www.investor.jetblue.com/phoenix.zhtml?c=131045&p=irol-newsArticle&ID=1017111&highlight=.
25. JetBlue statement regarding operational impact today. (2007). February 14. Retrieved November 2, 2007 from www.investor.jetblue.com/phoenix.zhtml?c=131045&p=irol-newsArticle&ID=963450&highlight=.
26. Lee, J. (2007). JetBlue flight snarls continue. New York Times, February 16: 7.
27. Lufthansa to make equity investment in JetBlue; Will buy up to 19% stake for $7.27 per share. (2007, December 13). Retrieved December 26, 2007 from www.investor.jetblue.com/phoenix.zhtml?c=131045&p=irol-newsArticle&ID=1087283&highlight=.
28. Luhby, T. (2007). Can JetBlue recover? Newsday, February 19: A7.
29. McShane, S., & Von Glinow, M. (2008). Organizational behavior (4th edn.). New Yorek: McGraw-Hill.
30. Nestel, M. (2007). Winter mess storm of criticism; JetBlue on thin ice with air travelers. Newsday, February 16: A3.
31. No love on Valentine's Day. (2007). BluePrint, 12: 6-7. Internal JetBlue Airways newsletter.
32. Peterson, B. (2004). Bluestreak: Inside JetBlue, the upstart that rocked an industry. New York: Portfolio.
33. Rubin, H. (1984). Applied social research. Columbus, OH: Charles E. Merrill.
34. Strickler, A. (2007). Stormy weather: Waiting til they're blue; JetBlue passengers stranded on planes for hours amid icy snarl at JFK gates. Newsday, February 15: A5.
35. Thomaselli, R. (2007, February 19). Management's misjudgment gives JetBlue a black eye. Advertising Age, 78(8). Retrieved November 10, 2007 from Business Source Premier database.
36. Todd, S. (2007). For JetBlue, a chance to straighten up and fly right. Newark Star-Ledger, February 22: 64.
37. Wimmer, R., & Dominick, J. (2006). Mass media research: An introduction. Belmont, CA: Thomson.
38. Yin, R. (1994). Case study research (3rd edn.). Newbury Park, CA: Sage.