Delivering on the Promise by Josh Kowitt

jetBlue provides a great example of how an innovative and "industry darling" company can screw it up.  Last winter, a massive portion of their airplane fleet was grounded due to an ice storm at JFK.  The company had no contingency plans, poorly communicated with customers, left full planes on the runway for hours, and ultimately had a massive PR debacle.

It looks like their still working on improving their issue (alongside dealing with high oil prices).  Over year later, and jetBlue is still paying a price for not delivering.  The New York Times has more here.  Very interesting.

Leave a Reply