Case | HBS Case Collection | August 2007 (Revised June 2010)

JetBlue Airways: Valentine's Day 2007 (A)

by Robert S. Huckman, Gary P. Pisano and Virginia Fuller

Abstract

Describes an operational crisis for JetBlue Airways during an ice storm in the eastern United States in February 2007 and chronicles the airline's immediate response. Provides detail concerning the history of the airline from its founding in 1999 through the February 2007 crisis, which forced the airline to cancel more than 1,000 flights over the course of six days. In addition, discusses the initial response to the crisis by CEO David Neeleman and his management team. Students are provided with the opportunity to evaluate this response in terms of its impact on customer relations, growth prospects, and ongoing operations for JetBlue.

Keywords: Customer Relationship Management; Crisis Management; Growth Management; Management Teams; Service Delivery; Air Transportation Industry; Eastern United States;

Citation:

Huckman, Robert S., Gary P. Pisano, and Virginia Fuller. "JetBlue Airways: Valentine's Day 2007 (A)." Harvard Business School Case 608-001, August 2007. (Revised June 2010.)