Corporate Project Research

The article that I have selected was written in 25sept, 2007 by Scott Maccartney for the wall street journals.In it, he describes the measures taken by various airliners to address their stand on the issue like the one experienced by the Jetblue. The brief descriptions of the actions taken by the Jetblue's competitors I found useful. ---http://online.wsj.com/article/SB119068144704738161.hmtl

http://moblogsmoproblems.blogspot.com/2007/02/when-pr-meets-social-media...

I found it interesting to have other online people to take a notice on JetBlue situation, and praise them on their method of communication. That's right: YouTube. I found it very intriguing to see that there were integration of PR and Apology. I would've definitely approached the same way, and I am very interested in that they appeared very sincere about the apology.

http://www.nytimes.com/2007/02/19/business/19jetblue.html

JetBlue Vows to Win Back Passengers

This is a Fox News article from February '07, shortly after JetBlue's big snafu. It summarized the means JetBlue had taken and planned to take in order to repair the damage to its name and reputation. The article emphasizes that the company wasn't simply performing damage control, but making an honest effort to improve itself.

http://www.livingstonbuzz.com/2008/04/28/jetblue-delivers-a-systematic-c...

This article was posted on April 28, 2008, in regards to the massive customer service let down that JetBlue created for its Valentines Day disaster in 2007. It goes on to explain that the CEO David Neeleman made a cheap "empty apology" in regards to the event, and to back it up they created a URL to post complaints. It then stated that this is not an effective tool when they do not use it for more than "empathizing with the customers" rather than taking action for them.

The title of this articles is really what drew me to it. The title was "How JetBlue Turned a Crisis into and Opportunity". From reading the article it seemed to me that the situation was very severe in terms of costumer disatifaction and loss of money and buisness for the airline.

http://www.nytimes.com/2007/02/17/business/17air.html?_r=1

http://www.cbsnews.com/stories/2007/02/15/national/main2480665.shtml

http://www.nytimes.com/2007/02/19/business/19jetblue.html?_r=1

http://www.usatoday.com/news/opinion/editorials/2007-02-20-edtwo_x.htm