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  • August 2007 (Revised June 2010)
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JetBlue Airways: Valentine's Day 2007 (A)

By: Robert S. Huckman, Gary P. Pisano and Virginia Fuller
  • Format:Print
  • | Pages:21
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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.)
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About The Authors

Robert S. Huckman

Technology and Operations Management
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Gary P. Pisano

Technology and Operations Management
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More from the Authors
  • Diversification as an Adaptive Learning Process: An Empirical Study of General-Purpose and Market-Specific Technological Know-How in New Market Entry By: Dominika Kinga Randle and Gary P. Pisano
  • Ed Catmull: Lessons from Leading Pixar Animation Studios By: Francesca Gino, Linda Hill, Gary Pisano and Ruth Page
  • Investigating the Association Between Telemedicine Use and Timely Follow-Up Care After Acute Cardiovascular Hospital Encounters By: Mitchell Tang, A Jay Holmgren, Erin E. McElrath, Ankeet S. Bhatt, Anubodh S. Varshney, Simin Gharib Lee, Muthiah Vaduganathan, Dale S. Adler and Robert S. Huckman
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