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| Topic: |
Business
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| Number of pages / Number of words: |
4 / 880 |
Essay's paper body
Jet Blue publicly took immediate responsibility for the service failure of Feb 14, 2007 and showed genuine empathy to existing customers and future customers by offering service guarantees. This service failure had a negative impact to the firms PR as the media and blogs portrayed Jet Blue as another uncaring airline...
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This service failure had a negative impact to the firms PR as the media and blogs portrayed Jet Blue as another uncaring airline. Jet Blue stocks fell and managers were desperate to find a way to bounce back from the hostile press coverage and reconfigure company operations.
This unparalleled service failure cancelled nearly 1,900 flights, affected 130,000 travelers, granted consumers 26 million in passenger refunds and paid 4 million in employee overtime...
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