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Business |
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1295 |
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JetBlue's Valentine's Day Crisis
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Executive Summary:
It was the Valentine's Day from hell for JetBlue employees and more than 130,000 customers. Under bad weather, JetBlue fliers were trapped on the runway at JFK for hours, many ultimately delayed by days. How did the airline make it right with customers and learn from its mistakes? A discussion with Harvard Business School professor Robert S. Huckman.
You don't need to be a frequent flier to know that the friendly skies aren't so friendly anymore.
Cramped, overloaded planes
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