Case Study: JetBlue: Bringing Humanity Back to Air Travel? Chapter 2: pages 84-87 1. Valentine’s Day in 2007 was a “customer disaster” day for JetBlue airlines. A snow storm hit the East Coast of the US and JetBlue decided not to cancel their flights ahead of time like the other airlines and stayed on schedule. The storm didn’t end up calming down and ten JetBlue planes full of passengers were unable to take off, leaving passengers and the flight crew stranded. Some planes sat for more than ten hours and the flight crew gave no answers to the passengers and no busses were called for a rescue. There was also chaos inside the airport, hour long lines and their associates at JetBlue’s 1-800 number couldn’t handle the overflow of calls. 2. No, this event was not a “business-as-usual” problem because this situation doesn’t happen on a daily basis. The plane being frozen to the airstrip, passengers and employees being stuck on a plane for ten hours or more is not business as usual. The airlines try to stay strictly on schedule but mishaps happen such as, technical problems with the planes or dangerous weather conditions. Delays due to winter weather are business as usual during the winter months, but there definitely were a few incidents that were not business as usual. 3. The company JetBlue was to blame for the problems that occurred because it is the company’s fault for not canceling the flights, knowing there was a storm coming and seeing other airlines canceling their flights. The airline has a responsibility to inform you on the events happening before, after and during your flight. 4. There were a couple of pre-crisis signs that JetBlue could have taken into consideration to prevent what happened. The other airlines canceling their flights should have been a pre-crisis sign for JetBlue to also cancel their flights. The only thing