Jetblue Customer Service Delivery Breakdown - 1687 Words

Introduction This paper hopes to delve into the Jetblue Customer Service delivery breakdown, from February 14, 2007, that nearly caused the company to collapse. It will look at the customer service aspect and compare the expectations of what the customer had come to expect and what the company actually delivered. It will look into the customer service, that lead to JetBlue’s early success and competitive edge against other airlines. It will examine if the Low-Cost Airline can continue to maintain its High-Frills Status. It will look at the impact the breakdown had on the customers, stakeholders, the role ambiguity on how the employees and managers used to handle situations with their wait and see mentality, and the lack of perceived situational control from its employees. We will attempt to predict what JetBlue should try and prepare for and I will give my personal opinion on JetBlue’s response to the breakdown in service in regards to the customer service communication gap and my recommendations with moving forward. Airline Deregulation In order to effectively evaluate the incident, the whole picture must be examined. A mere 20 years after the Airline Deregulation Act in1978, which removed government control from the Civil Aeronautics Board (CAB), which had up to that time controlled all entry and exit into the market, pricing of services the airlines provided as well as mergers, and dealing with all customer issues (Smith, Cox, 2008). 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