On Aug. 9 JetBlue flight attendant Steven Slater berated an uncooperative passenger on a plane's PA system, activated the emergency-evacuation chute, grabbed a beer and slid off the plane and into worker-rage history. This event has put the JetBlue brand in the national media spotlight.
In response, PR News launched a poll asking what effect the incident might have on the JetBlue brand. In a two-day period more than 1,700 people participated in the poll, and more than 200 added their comments. The final results are below.
What overall effect has the actions of flight attendant Steven Slater had on the JetBlue brand? Additionally, what advice would you give to JetBlue to handle this crisis (if, indeed, it is a crisis)?
As far as I'm concerned, Jet Blue got more visibility that it could have paid for, no one will really care, and most will wish they could do that on their job so they will relate to the guy. End of story. Move on.
"While we don't condone Mr. Slater's actions, some customers behave so far outside the mainstream (you know who you are) that they would drive even the most patient to drink."
of an ad agency, I can tell you the flight attendant blew it. he is suppose to be the one who is calm and cool during a catastrophe. so he should be fired and his career in aviation services comes to an end here. JET BLUE meanwhile will go on to be a hot shot small airline that competes well with the majors and does a good job with its image. what Jet Blue need is an ad campaign to set the world straight on who they are....
but they won't do that. I do know,
but associates at
Oglivie & Mather tell me the CEO of Jet blue is practically unapproachable.
and ya have to be willing to warm up to people for them to help build your branding. advise:
Loosen up Mr CEO OF JET BLUE.
I think most people will recognize this incident for what it is: the actions of a single, disgruntled employee that apparently was at his breaking point. Exiting the aircraft via an emerg. chute is totally unacceptable, naturally. Such behavior wouldn't be tolerated in any workplace setting.
Bottom line: JB gets press it wouldn't have received in the absence of the incident and they can capitalize in a very positive fashion...if they're savvy at handling the press.
Slater is likely to become a cult hero, of sorts. Tired, overworked people from around the country will relate to him, rather than see themselves as the angry passenger.
I don't think it will hurt JB at all.
Slater's passenger was in the wrong, acting selfishly and irresponsibly. I wish another attendant had risen to Slater's defense and told the boor to sit down and be quiet. She was way out of line and belongs on a no-fly list.
The passenger should be arrested and prosecuted to the full extent of the law.
One should reflect on the recruiting criteria at Jet Blue: Hiring someone who does not respect the strict security guidelines shows a flaw in the hiring process. Activating the emergency-evacuation chute downplays the importance of security material and procedures when flying on commercial airlines. Letting that person in charge of passengers is frightening. Had he lost it at 30 000 feet up in the air, it could have had dire consequences. As a customer, I am expecting flight attendants to control their emotions. Anger management issues have no place when dealing with the public.
If a model employee can demonstrate such behavior we should question the management skills at JetBlue and the loyalty of its employees.