CRISIS MANAGEMENT


JETBLUE AIRWAYS JETBLUE AIRWAYS' OPERATIONAL CRISIS OF FEBRUARY 2007 IIn what quickly became compared to an air-travel version of the Valentine’s Day Massacre, hundreds of JetBlue passengers were stranded on the John F. Kennedy International Airport tarmac for up to nine hours on Feb. 14, 2007, after a massive winter storm crippled the airline’s operations. The situation turned from bad to worse when the disruption prompted a domino effect of delays and cancellations around the country, in turn leaving airports filled with irate passengers who definitely weren’t giving JetBlue the benefit of the doubt. Thus, the company’s communications team found itself faced with a monumental crisis that, in order to be upended, would require a fast-active, proactive response that reached all of its affected stakeholders.

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