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.