Abstract

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.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

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Keywords

JetBlue Airways, Customer service, Low cost airlines, David Neeleman, Customer Bill of Rights