The JetBlue Saga: A Model Response To A Media Crisis

It was a text-book study of how an industry's chronic problem can suddenly become a front-page firestorm. On Wednesday, February 14, 2007, a winter storm crippled commercial air flights across the U.S., but it was JetBlue that bore the brunt of an operational meltdown, leaving passengers stranded on runways for up to 10-hour stretches. Less than a week later, the carrier took a step that should be remembered and commended as a true best practice in crisis communications.

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