Passengers Respond to JetBlue Crisis
Submitted by bvernagl on Wed, 07/02/2008 - 17:49.
After watching the YouTube video provided as well as browsing other YouTube videos and blogs, I truly felt bad for these passengers. The particular video I watched, http://www.youtube.com/watch?v=SOo-tG9q2h0, was of 3 passengers stranded in the airport for days just because their flight was cancelled. Everything that could have gone wrong for these people did. First, they waited on the runway for 8 hours. When it was time for their aircraft to actually takeoff, it had to be refueled. The pilot of their plane could no longer fly the aircraft because he would have “timed-out” half way through the flight. They waited in massive taxi lines to get to a hotel, their luggage got lost, and they waited in the airport for a day to fly stand-by for a flight that was already overbooked. Not only did these passengers suffer from poor conditions while stranded on the airplanes, but the airport itself was in disarray.
On another note, I found the comments and blogs about the crisis to be very interesting. There were a lot of mixed opinions. Many people were very upset and angry with JetBlue, but just as many people, if not more, praised the way JetBlue handled the aftermath. People were pleased with JetBlue’s CEO and his genuine public apologies, as well as the refunds they received.
Writing this business letter is going to take a lot of thought because it is such a touchy situation. I plan on addressing the passengers that were directly affected by the mistakes of JetBlue as well as those indirectly affected. I think it is important to address all JetBlue customers because even if they weren’t on a stranded flight, hearing news of the crisis may cause loyal customers to fly other airlines. My business letter will contain an apology, what JetBlue is doing to make it up to the customers, and how the airline is working to ensure a crisis like this will never happen again. Informing the customers with the facts they want to hear in a sincere, professional manner is one of the main focuses of my letter.
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Reading Response
I hadn't watched this video when I was searching for customers reactions. I really liked this video because it was an hour by hour update of what these people were going through. I cannot believe how many things went wrong for them nor can I imagine being in their shoes. If I experienced what they did I would never fly JetBlue again. The apology and reimbursement would have to be significant for me to consider going through all they went through, yet again. Their video was tolerable to watch because even though they were upset and tired the narrator still had hope. I'm certain that not all passengers were this patient over these three days. Someone like him would be easy to address in your letter, but I agree that you need to address all JetBlue passengers past and present in order to ease all worries.
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I agree with everything you said I really felt bad for all the customers as well after I watched a bunch of the videos. And seriously if you weren't having a bad day when you went to the airport that day you definitely were within an hour or so. That would have drove me crazy if one thing just happen another over and over again for more then a day. And I'm glad that the customers are being understanding and accepting of the apology letter and apology to the public that the CEO made to all the customers and everyone effected by the situation. I also think that the letter was a little difficult to write because it is a touchy situation and you had to be very careful about what you said and how you said it.
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I watched the video and I feel really bad for those poor people. You really meant it when you said everything that could have gone possibly wrong for them went wrong. If I were in those people’s shoes, unlike Sheila, I think that I would still fly JetBlue again. The weather was just something that we cannot possibly control. Even though JetBlue was wrong since they were understaffed in such a busy day, it was still a tragedy and lesson for their company as well. It could have happened to other air lines. JetBlue did an excellent job of handling the aftermath. Especially when they were willing to spend $35Millions in compensating passengers for the troubles they have caused. Everybody makes mistakes. Throughout the seven year of its existence, Jetblue had always had a squeaky clean reputation. I think that this could have happened to any other company and they do deserve a second chance.