JetBlue didn’t realize how serious the problem was or that it would span over the next five days. All issues which impacted the companies operation and income. The company empowered its employees to make decision concerning operations and ability to cancel when necessary. An excerpt from JetBlue’s 2007 Environmental and Social Responsibility Report:
“we were negatively impacted by an ice storm that hit the New York metropolitan area and caused the cancellation of about 1,200 flights over a six-day period. After our recovery from the storm, we implemented a multiphased strategy to improve our overall operating reliability, allow our crewmembers to better handle irregular operations (which includes pre-emptive cancellations for severe weather), and improve customer communications. ”
My Opinion
Even though JetBlue experienced uncontrollable situation factors because they do not have control of the weather, they do have control of the decisions and actions their company and employees make. JetBlue should have enabled or empowered the employees to make key decisions when necessary. When the employees saw and experienced the delay after delay they should have reacted and if necessary contacted someone how could have assisted. JetBlue made an explicit service promise to its …show more content…
In taking full responsibility and expressing remorse for the incident by publishing a public apology they started the process of rebuilding customer trust. They implemented a strategy to improve their overall operating reliability, and established they would allow crewmembers authority to better handle irregular operations, which would allow the pre-emptive cancellation for severe weather, and improve their customer communications
“we were negatively impacted by an ice storm that hit the New York metropolitan area and caused the cancellation of about 1,200 flights over a six-day period. After our recovery from the storm, we implemented a multiphased strategy to improve our overall operating reliability, allow our crewmembers to better handle irregular operations (which includes pre-emptive cancellations for severe weather), and improve customer communications. ”
My Opinion
Even though JetBlue experienced uncontrollable situation factors because they do not have control of the weather, they do have control of the decisions and actions their company and employees make. JetBlue should have enabled or empowered the employees to make key decisions when necessary. When the employees saw and experienced the delay after delay they should have reacted and if necessary contacted someone how could have assisted. JetBlue made an explicit service promise to its …show more content…
In taking full responsibility and expressing remorse for the incident by publishing a public apology they started the process of rebuilding customer trust. They implemented a strategy to improve their overall operating reliability, and established they would allow crewmembers authority to better handle irregular operations, which would allow the pre-emptive cancellation for severe weather, and improve their customer communications