Another issue faced by Jet Blue was the communication gap between the employees, upper management, and customers.
Customers showed up with the expectation of boarding a plane ND arriving at their final destinations without any major delays. They believed this because of the “Jet Blue Experience” that promised them the “best customer service in the business” (Estimate, Bitten, & Griller, 2013). However, Jet Blue was unable to provide the customers with what was promised because of factors that were out of their hands, the weather.Another issue faced by Jet Blue’s Valentines Day crisis was that they did not provide adequate services to stay within their customers zone of tolerance. This can be attributed to the amount of time that some passengers spent on he plane which in some cases was over ten hours. While on the plane the passengers were only fed snacks and given drinks that the airline provided them with and what they had on board.
Some passengers complain of the poor air quality while on the plane, comparing their experience to being held hostage.Customer expectations were not reached on any level when they expected outstanding customer service. 1 B. Jet Blue faced many issues due to the storm but the main issue was service failure. Jet Blue passengers did not gain what they expected from the experience. Jet Blue did not have measures in place to start service recovery efforts as soon as the incident happened. They should have been more prepared in terms of wait times, flight cancellations, food and beverage shortages, and entertainment options.There were many Iratest or customers willing to express the negative aspects of their experience.
Jet Blue could do nothing but apologize and try to make up for the huge service failure. Also, Jet Blue did not have an interactive complaint solicitation plan in place. It is difficult for passengers to voice their opinions and frustrations on board a plane. Therefore, Jet Blue should have been proactive in getting the customer complaints taken care of immediately. 1 C. As with most services there is no way of inventory management when it comes to airlines.However, Jet Blue did not take their customers or employees into consideration when they were left stranded in a plane for hours.
There were not enough quality food, they didn’t have alternate ways to entertain the passengers, and they did not find a way to occupy the time Of the waiting passengers. First, Jet Blue does have control over the amount of food and beverages they have on board. They could have had back up food on board such as Mere (Meals Ready to Eat). Jet Blue also did not take into consideration the anxiety associated with undefined wait times.The psychological costs associated with this wait-time anxiety should have been taken into consideration when the crew members realized that they would be stranded in the plane for more than a few hours. They were not able to manage their service promises well enough to maintain a high level of customer service.
Part 2 – Recommendations for Jet Blue AAA. The first recommendation that is offered to Jet Blue is to try to close the immunization gap as fast as possible when faced With situations like the Valentine’s Day storm. This would entail having adaptability and showing great responsiveness.The sooner Jet Blue is able to cope with the situation at hand, the sooner they can start a recovery plan.
Jet Blue could have shown adapt ability by providing the passengers with alternative food sources other than the ones that they had stored on the plane. They could have responded to the customers requests by arranging for food to be brought out to the plane from the airport. If they passengers could not get off of the plane due o the terminals being tied up, then Jet Blue crew members should have put customer satisfaction first and arranged for alternative options.Furthermore, to increase positive word-of-mouth communications, Jet blue should have considered what derived services the passengers were receiving. Jet Blue should have also considered other compensation methods for those who were stuck on board the plane for more than three hours. For example, they could have given them more than a refund and a free flight, Jet Blue could have offered them those benefits as well as a merchandise, free onboard DOD and drinks for the next several flights, and selection of their preferred seating arrangements.Jet Blue could have also had a plan in place for recovery in case Of situations that were out Of their control, such as this one. B.
Another recommendation that Jet Blue should take into consideration would be to implement a critical incident technique. This would be a type of complaint solicitation that would allow Jet Blue to gain insight as to how they could provide better service in situations like these. The critical incident technique allows customers to voice their opinion and Jet Blue would take all implants and praises and measure them equally by tracking them.Service failures such as the ones presented in this case are hard to make up for.
Therefore, Jet Blue should consider developing more extensive relationship marketing efforts. This will help to rebuild the trust of their consumers as well as decrease the negative word-of-mouth communications. In situations like this, customer retentions should be one of the main focuses. Jet Blue should ensure that they are evaluating ways to implement switching barriers and ensuring switching costs would be too high for their customers.They could do this by keeping their prices low and being proactive when they know that a storm may cancel flights. They could cancel flights ahead of time and offering incentives to fly on days that are not expected to have bad weather. Jet Blue should consider the following recommendations associated with managing service promises.
The passengers who were stranded on the plane for up to ten hours were more than likely feeling anxiety that is associated with undefined wait times. To manage this, Jet Blue could have trained their crew members to make wait times more pleasurable.The crew members could have found alternate ways to occupy the wait time by giving periodic updates on what was going on and having different means of entertainment (rather than the TV service that was not reliable in the storm), such as on board games and/or social bonding exercises.
The crew members should have also found other ways to entertain the children on board the plane. While letting the children run around the plane may have been favorable in the eyes of the parents of the child, they were not considering other passengers who may not have appreciated the rambunctious children.