With the JetBlue Airways experience, passengers enjoyed free amenities such as watching live satellite TV, listening to XM satellite radio, brand name snacks, coffee and drink. Passengers can also experience paperless ticketing, assigned seating with more legroom. These experiences have helped to streamline JetBlue’s business strategy as being the best customer service in the airline industry.
2. What challenges did David Neeleman and his executive team face in managing the customer experience as the airline grew rapidly? How did they respond to those challenges?
The challenges were new airline fleets were behind schedule and …show more content…
5. What are the potential negative consequences for JetBlue resulting from the situation?
JetBlue’s stocks have dropped; the company spent millions of dollars on passenger funds and vouchers, employee’s overtime and other storm related costs.
6. What do you think of the Customers’ Bill of Rights as a service guarantee? Do you think it will help the company regain customer loyalty?
Customer service is the foundation that JetBlue was built on and this Bill of Rights will protect passengers who are suffering from delays caused by unplanned events due to weather, terrorism, and any uncontrolled events not brought by JetBlue Airways.
7. What further strategic and/or leadership actions should JetBlue take to ensure the company’s viability and future success?
JetBlue currently has the lowest per seat operating cost of any competing airline, but they are constantly facing competition from other airlines. The competition is threatening their market share. Jet Blue must implement an aggressive expansion plan. Jet Blue must locate new and untouched markets in order to sustain their plan for expansion; this has the opportunity to increase profits on a great level. Additionally, they will need to ensure that their infrastructure is able to handle the quick growth that they are striving for. An ongoing issue for Jet Blue is the fact that