Case | HBS Case Collection | November 2008 (Revised May 2011)

David Neeleman: Flight Path of a Servant Leader (A)

by William W. George and Matthew D. Breitfelder

Abstract

David Neeleman, founder of JetBlue, is forced to confront a crisis in customer confidence following operational difficulties on February 14, 2007. This becomes a vital test of his leadership.

Keywords: Customer Satisfaction; Leadership; Crisis Management; Trust; Air Transportation Industry;

Citation:

George, William W., and Matthew D. Breitfelder. "David Neeleman: Flight Path of a Servant Leader (A)." Harvard Business School Case 409-024, November 2008. (Revised May 2011.)