This website uses cookies to ensure you have the best experience. Learn more

Jet Blue Essay

3980 words - 16 pages

Lost bags at baggage claim, delayed flights, crowded airports and worse overbooked flights; this is all part of the traveling experience, especially when it comes to airlines. No matter which airline it is they all tend to be the same. One airline is out to change that, through lower prices and even better, a focus on you the customer. That company is JetBlue led by its visionary Founder and CEO David Neeleman. Neeleman believes so strongly in delivering customer value to his passengers that he often rides flights to hear personal direct feedback from passengers as it is happening, and he also likes to be paged whenever a flight is delayed or something in the JetBlue business is not properly ...view middle of the document...

JetBlue has looked to capitalize on this unhappiness and it shows through several different characteristics that allow the relationship that JetBlue has with its crewmembers and customers in order to add value not only to the flight experience itself, but the overall travel experience from booking to arrival and picking up bags.
“JetBlue is a value-based company built on the principle that to be extraordinary on the outside you must be extraordinary on the inside. Every airport employee from the supervisor’s on down is considered to be an equal player in the company’s success and is referred to as “crewmembers” (Johnson, & Weinstein, 2004 pg 321). By doing this JetBlue reiterates the message that the customer experience is felt by any and all of its employees and those employees should all be on the same page when it comes to delivering flawless execution at every customer contact point. This is one objective that is constantly being echoed throughout the entire company.
One of the other objectives that are constantly being echoed throughout the corporate culture of JetBlue is efficiently utilizing different resources in order to keep fairs lower for all JetBlue customers. One of the key ways JetBlue achieves this goal is by hiring virtual agents (agents who work virtually, not in a brick-and-mortar call center) to book reservations.” David Neeleman pioneered the arrangement at his first airline, Morris Air, and it worked so well that he replicated it at JetBlue. Equipping agents with a home computer eliminates the need for a large expensive call center. It also boosts efficiency and retention in a job with traditionally high turnover. It offers agents, many of them at-home moms, flexible part-time work. When call volume is down, someone on the operations desk in the Salt Lake City office sends an email offering voluntary time off, or VTO, to the first agents who respond” (Salter, 2001). At home reservation agent’s book flights for customers while working from home; Neeleman was a visionary at the time, because in current times, more companies than ever before are now considering utilizing the at home agent model as it eliminates hefty call center costs that usually associated with customer service centers. Another unique feature of the at home agent model from JetBlue’s stance is the efficiency with which its central operations center can control the agents with. Working in a virtual operations center myself, it is much easier to control the call volume when it is low by offering the agents VTO’s (which they are more likely to accept since they are most likely compensated based on how many calls they take or how many flights they book, therefore if there are no calls coming in the agents are not making money) or on the other hand when the volume is high the operations center can send out for OT to encourage agents to log on and begin taking calls. Since they work from home, it provides agents with maximum flexibility in their schedules to...

Other Papers Like Jet Blue

Carnival Cruise Crisis Management Essay

1743 words - 7 pages good job to communicate with media to disclose its process in dealing with the crisis. Media disclosed information about the investigation team. Also, it should be noted that after the crisis, Carnival disclosed a review report of its cruise ship conditions, aiming at assure customers’ confidence in the cruise trip Carnival provides. Case of my approach I suggest Carnival learn from JetBlue. In February of 2007, Jet Blue airlines was forced to

South West Essay

2701 words - 11 pages sustain its growth and dissolved blaming larger competitors. Ryan Air replicated Southwest Airlines in Europe and another low cost competitor now is Jet Blue in the United States. Southwest airlines does struggle against the threat of substitutes much like any other airline and in this case the threat of substitutes is the decision to use an alternate form of travel, such as driving or taking a train. The airline industry is sensitive to “tragedy

Airasia Case Study

3654 words - 15 pages distribution model. c) Environmentally-responsible aviation By March 2010, EU-based airlines must provide carbon dioxide emission reports. That’s why, over the last six months, several EU airlines have begun using bio-fuel either wholly or in part on certain routes. This trend is now spreading to North America where several airlines have indicated their interest in buying eco-friendly jet fuel. In addition, several EU airlines have begun developing

Alkanes Of Chem

5068 words - 21 pages 9 2 the lowest number. CH3CHCH2CHCH2CH2CHCH2CH3 3 4 5 6 7 8 9 10 8 7 6 5 4 3 2 1 Numbering from either end places the first group on carbon atom 3. However, “ethyl” comes before “methyl” in the alphabet, so number from the “ethyl” end of the molecules, using the blue numbers. This places the ethyl group on carbon 3, the butan-2-yl group on carbon 6, and the methyl group on carbon 8. Step 4. If the same substituent

English Literature Teenage Vampire Essay

5075 words - 21 pages but me and my species will soon takeover. When the time is right of course. You see with vampires it’s all about legends and myths about having an eternal life isn’t true at all. As humans rot, we disintegrate when the time is right. Just like my parents. Tiara Jennings and Hawk Jennings. They were a beautiful couple. At my age my father was pale and impeccable jet black hair while my mother was a normal human tanned skin and brunette hair. I

Armi

7677 words - 31 pages become a fully fledged blue-water navy. The 17th century Maratha warrior king Maharaja Shivaji Raje Bhosale is regarded as the Father of Indian Navy. Equipments: Ships Aircraft carriers The Indian Navy presently has one aircraft carrier in active service, the INS Viraat. The carrier is planned for decommissioning after the induction of the first domestically built Vikrant class aircraft carrier. The Indian Navy will also induct the Russian

Case Studies - Csr In Pakistani Perspective

7465 words - 30 pages in Pakistan enjoying over 79% share of Black Oil market and 58% share of White Oil market. It is engaged in import, storage, distribution and marketing of various POL products, including Mogas, HSD, Fuel Oil, Jet Fuel, Kerosene, LPG, CNG and petro-chemicals. This blue chip company, the winner of "Karachi Stock Exchange Top Companies Award" and a member of World Economic Forum, has been a popular topic of case studies in Pakistan and abroad based

Lafarge S.A

2924 words - 12 pages NAME: IHEKANANDU KINGSLEY N. COURSE: MGMT 292 / F12 N01 TITLE: INDIVIDUAL CASE STUDY (LAFARGE S.A.) SUBMITTED: October 5, 2012 TABLE OF CONTENTS 2. INTRODUCTION 3 3. DESCRIPTION OF CASE 4 4. VALUES 4 4.1. Types of values 4 5. TEAMWORK 7 6. MOTIVATION 8 7. CREATIVITY 9 7.1. Components of creativity 9 8. CONCLUSION 12 9. BIBLIOGRAPHY 13 INTRODUCTION This report aims to provide an in-depth analysis of initiatives pursued by Lafarge as

Finance

665 words - 3 pages Financial statements are the most common tool used for making business decisions. They consist of the balance sheet, income statement and statement of cash flows. The analysis tools used affect all aspects of a company not just a few. A systematic review of the resources a company used to achieve its mission is cost control. Cash flow should be kept at necessary levels for operations is one of the major benefits of cost control. It is a very

Analysis Of Operation Blue Star And Its Effects On The Gandhi Dynasty

934 words - 4 pages The period of time including and following Operation Blue star is considered a dark time in India and black spot in Indian history. It is a time Indian would rather forget, yet still to this day debate about. Was Indihar Gandhi correct in instating operation Blue Star, inflicting damage to the Golden temple, and being responsible for the killing of anywhere from 492 (official reports) to 1500 (estimates run as high as) civilians, which lead to

Regretful Decisions

930 words - 4 pages Regretful Decisions There are many individuals in a child’s life that helps mold them into a well-rounded adult. In most cases, this guidance comes from the child’s parents or other older, but in Sonny’s case, this guidance was expected from his older brother. In the short narrative, Sonny’s Blues, Sonny’s life was adversely affected by the decisions that his older brother made. The decisions that his brother made include leaving Sonny to stay

Related Essays

Checkpoint: Jet Blue Essay

293 words - 2 pages Problems at Jet Blue XBIS/219 Jet Blue was the answer to the airline industries problems. It was a private company that provided an option to larger airlines that were very impersonal. During Jet Blue’s introduction to the world, a small managerial issue was left out, how does Jet Blue handle the same problems that the larger airlines have? Early success let Jet Blue believe that they were untouchable and immune to the problems of the

Research Exercise Essay

865 words - 4 pages Assignment One – Film Analysis (Mise en scene, Hero) Hero (Zhang Yimou, 2002), is a Chinese martial art movie which was first released in China on 24th Oct 2002. Starring by Jet Li as the nameless protagonist, Tony Leung as Broken Sword and Maggie Cheung as Flying Snow. This film was based on the story of the attempt on assassination of the Qin emperor by Jing Ke. The scene that I chose to carry out my analysis would be the part from 45.07

Film Review

1532 words - 7 pages many wars. It was during this wars that the parents of nameless (jet li) were killed making him come for revenge in the palace. The evidence is when the king asks nameless why he had the plot to kill him. It is after he had realised that nameless had not for sure killed sky and broken sword, as he had narrated to the king in order to secure his trust. The film shows the power of politics in a kingdom as part of the culture. As depicted in the movie

Thesis Essay

4639 words - 19 pages continental to provide it with Live TV. Among Live TV`s other customers were WestJet, Virgin Blue, and Air Tran. Jet Blue also hired a financial adviser to explore strategic alternatives for the subsidiary (including a divesture of Live TV in order to raise cash). Reduce Capacity and Cut Costs JetBlue planned to reduce capacity and cut costs by selling 9 A-320 aircraft (with the option to sell more at a future date) in 2008, which would result in