PR Crisis: JetBlue

In this age of instant communication, any mistake a company makes is amplified even more than in the past. The recent issue with JetBlue is a great example.

It is no secret to the frequent travler that delays and hassles happen. But the 8 or so hours JetBlue passengers had to endure on the tarmac is pretty tough--even for the most experienced of us. What makes matters worse is the airline's excellent reputation for client service has set high expectations.

The fact is that bad news happens. There is always the possibility that an unforseen event can impact a business and/or its reputation. The key to riding out the storm--good PR.

According to cnn.com, the company stands to loose millions due the weather-related problems encountered by JetBlue. The good news in all of this, is that the founder and CEO David Neeleman is committed to fixing the problem. "I'm not focused on the first quarter. I'm focused on the second, third and fourth quarter and rebuilding our reputation in the eyes of our customers and crew members," he said.

Rebuilidng reputation is paramount to riding the wave of a crisis. Neeleman's recent actions including apologies, media blitz and revised policies is a great example of good crisis management.

We can all learn a lesson from the JetBlue crisis. Let's keep our eyes on Neeleman to see if he keeps up the good work!

http://money.cnn.com/2007/02/20/news/companies/jet_blue/index.htm?cnn=yes