Case Code : CLMM060
Publication date : 2009
Subject : Marketing Management
Industry : -
Length : 02 Pages
Price : Rs. 100
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JetBlue Airways, Customer service, Low cost airlines, David Neeleman, Customer Bill of Rights
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This micro case study discusses JetBlue Airways customer service fiasco in February 2007, when the airline was forced to cancel around 1,200 flights in parts of the US due to a snow storm, leaving thousands of passengers stranded and several more bags missing. This breakdown in service hit JetBlue image as a customer-friendly airline badly, in addition to causing major financial losses. Soon after the fiasco, JetBlue unveiled a Customer Bill of Rights, but analysts wondered whether the airline attempts at recompense would put it back in favor with passengers.
JetBlue was especially known for its commitment to customer service, and positioned itself as an airline that cared about its passengers.
It was known to give away free food passes and flight tickets to passengers even when flights were delayed because of external causes that were no fault of the airline...
Case Studies on Related Topics
1. Jetblue Airlines' Success Story
2. JetBlue Airways: Growing Pains?
3. JetBlue : Low-Cost Airline Offering High Quality Service