Jetblue Case Study Essay

JetBlue Airways, the latest entrant in the airlines industry has gone through the initial stages (entrepreneurial and collectivity) of the organizational life cycle rapidly under the successful leadership of David Neelman. JetBlue Airways is currently in the formalization stage of the life cycle where in it needs to create procedures and control systems to effectively manage its growth. Also as it proceeds to grow further to reach the elaboration stage, JetBlue needs to continue to align itself with the environment in order to maintain its sustained growth.

Question #1: Why do you think JetBlue became active on more social media platforms following the February 2007 incident?

JetBlue Airways has been affected by key external factors. The political factor that has affected JetBlue is the resentment towards union formation. Currently, JetBlue is a non-union company. This helps it keep its fixed costs low. Further, there are positive

Given the time and weather, the airline crew would have been under lot of stress and might be very eager to move on to their next task and also we need to consider operational expenses of a foreign airline. There are multiple issues here:

result in a discrepancy in their IT system. They experienced a severe information technology outage which resulted in these numerous delays. In 2013, JetBlue only had an on-time performance record of 72.66%, in which 27.34% of flights were either delayed or canceled (Hopewell). American Eagle Airlines is another example of an airline company that unsuccessfully implements IT systems throughout their services. On September 17th, 2015, American Eagle Airlines experienced significant flight delays as a result of an unidentified computer error that caused network connectivity issues that affected various computer systems such as the American Eagle Airlines website and airport check-in counters in major cities. 6 flights were canceled on this day,

I wrote this concerns on behalf of my relatives. This is the third time they were informed that the flight was canceled and delayed. Not only does the JetBlue have any other available flights for them but also doesn't understand that the flight cancellation means they still have to pay for the hotel and the car rental that they already reserved for and not to mention their seminar that they had paid for and would and will have to miss the entire day. It should have a law or something to hold JetBlue accountable for cancellation the flight meaning JetBlue needs to take responsibility for their hotel and car rental on the day that the cancelled flight has caused them all this trouble.

JetBlue has been one of the most successful airlines since it first entered the industry in December of 1999. Founder, David Neeleman, set out to succeed by offering low-cost air travel in hopes of perpetuating his services to as many people as he could across the US. He was very adamant about having a very customer oriented business that catered to the needs of all. In doing so he wanted to emphatically promote his obligation to safety, caring, integrity, passion, while allowing the customers to have fun while traveling. There motto helps portray Neeleman’s belief stating “You Above All”. His primary goals had been to follow Southwest’s objectives of offering low rates to customers, focusing on customer’s needs and comforts while distinguishing itself with their amenities. Neeleman’s other goal was to establish his low-cost leadership strategy by concentrating his airline in a large popular metropolitan area that already is already correlated with high airfare (Peterson, 2004). He then began operating based out of the New York metropolitan area at John F. Kennedy International airport with his secondary locations in Washington D.C., Boston and Los Angeles.

JetBlue Airways Corporation was formed in August 1998 as a low-fare, low-cost but high service passenger airline serving select United States market. JetBlue's operations strategy was designed to achieve a low cost, whilst offering customers a pleasing and differentiated flying experience. JetBlue has had a successful business model and strong financial results during that period, and performed well in comparison to other airline companies in the US during the period between 2000 and 2003. It had been the only other airline apart from Southwest airlines, to have been profitable during the aftermath of the September 11, 2001

During the incubation period of JetBlue Airways Corp., President and CEO, David Neeleman, realized he was entering a market full of competition from all angles while resisting an economy that was, in a short period after, lagging do to a war and a homeland tragedy. Hence, Neeleman knew it was either make or break time. Upon starting up in 1999, Neeleman had initially differentiated JetBlue from other "start-up" airlines with respect to his choice of aircraft: the European Airbus A320. The freshly and newly acquired JetBlue A320 seated 162 passengers, as opposed to its competitor's, the Boeing 737, capacity of 132 seats. Neeleman also based his choice of aircraft on the A320's fuel-efficiency, a well thought-about plan in today's soaring fuel prices, and cheaper maintenance. Hence, a completely different approach to acquiring aircraft for a start-up airline's fleet, as opposed to other start-up airlines'

Moreover, according to John Owen, JetBlue had prepared the initial registration statement with security and exchange commission (SEC) for the IPO on September 11, 2001. However, based on the September 11 attacks, they delayed IPO before it came into force. In fact, not only the terrorist attacks on September 11, 2001, but several events happened negatively affected the global economy during the period of going public for JetBlue. For example, the contagion of bird flu was quite severe during taking flights, which definitely influenced the demand of flights. The increasing oil price also raised the basic cost in any transportation industry. Another negative condition could be the economic downturn, including crash of the dot-com bubble and financial crisis in Asia. From this point

This paper hopes to delve into the Jetblue Customer Service delivery breakdown, from February 14, 2007, that nearly caused the company to collapse. It will look at the customer service aspect and compare the expectations of what the customer had come to expect and what the company actually delivered. It will look into the customer service, that lead to JetBlue’s early success and competitive edge against other airlines. It will examine if the Low-Cost Airline can continue to maintain its High-Frills Status. It will look at the impact the breakdown had on the customers, stakeholders, the role ambiguity on how the employees and managers used to handle situations with their wait and see mentality, and the lack of perceived situational control from its employees. We will attempt to predict what JetBlue should try and prepare for and I will give my personal opinion on JetBlue’s response to the breakdown in service in regards to the customer service communication gap and my recommendations with moving forward.

JetBlue had made significant progress in establishing a strong brand by seeking to be identified as a safe, reliable, low-fare airline that was highly focused on customer service and by providing an enjoyable flying

in February that led to the cancellation of over 1,100 JetBlue flights and adversely affected the travel

Within case analysis assignment, the JetBlue case is analyzed strategically in this document to set answers for following basic questions:

Also it looks for another benefit with the consumers and is the voice to voice, which they need the customers be proud of JetBlue so they could speak well about them. All that was achieved by many investigation of markets and a transformation in the culture of the company being the most important thing inside her due to the fact that it is unique, all his other qualities will be able to be equalized by the rival companies, less this, the culture of his personal always trying to fulfill the desires of the clients.