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this is a case about jet jet blue change its strategy to recover its sales r customers..what features they revise or how they satisfy their customers

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  1. 2. jetblue
  2. 3. Mailk Umair Ali Raza Sumaira Munsif Fatima
  3. 4. <ul><li>JetBlue was founded in 1999 as &quot;New Air&quot; by David Neeleman, formerly employee of Southwest Airlines. </li></ul>History
  4. 5. <ul><li>NewAir started commercial operations in mid-February, 2000, with its inaugural flight between JFK and FL. </li></ul>
  5. 6. <ul><li>During 2000, new aircraft joined the fleet, and a lot of destinations were added to the network, and by the end of the year, JetBlue flies its one millionth customer, reporting $100 million in flown revenue. </li></ul><ul><li>During the downturn in airline travel that followed the September 11, 2001 attacks, JetBlue was one of only a few U.S. airlines that made a profit, with strong financial results throughout the 2002–2004 years </li></ul>
  6. 7. <ul><li>During 2005, new routes are being added to the network, new planes continue to be delivered, and at the end of the year. </li></ul><ul><li>In February, 2006, JetBlue announced its first quarterly loss ever, but returned to profitability by January, 2007 . </li></ul><ul><li>In October, 2007, JetBlue was named Best U.S. airline by Condé Nast Traveler readers for the 6th year running. </li></ul>
  7. 8. <ul><li>It started with a winter ice storm forecasted to change to rain. With that prediction in mind, JetBlue staff at New York's John F. Kennedy airport continued to load flights and allow them to taxi to the runway. </li></ul>Mishap with JetBlue
  8. 9. <ul><li>conditions didn't clear as expected, and some passengers waited for as long as six hours to return to an open gate. (Planes continued to land in the poor weather. but regulations regarding icy conditions prevented flights from taking off.) </li></ul>
  9. 10. <ul><li>over 131,000 customers affected by the cancellations, delays, and diversions, offering varying levels of compensation. Passengers who were stuck on a plane for more than three hours . </li></ul>
  10. 11. <ul><li>Jet Blue has since refunded the cost of the tickets to the passengers who were on the flight.  But can the passengers, who were deprived of basic necessities, due the airline for something like pain and suffering?  No, they can’t. </li></ul>
  11. 12. <ul><li>The nation’s biggest carrier, expected to cancel 30 to 40 flights, many at New York’s Airport, after canceling more than 700 flights nationwide the previous two days. </li></ul><ul><li>Net loss for the quarter was $8 million, representing a net loss of $0.04 per diluted share, compared with first quarter 2007 net loss of $22 million, or a loss of $0.12 per diluted share </li></ul>
  12. 13. <ul><li>But after three years company makes progress by leaps and bounds. Because they only focus on one thing which is CUSTOMER SATISFACTION. They just aim to facilitate our worthy customers. </li></ul><ul><li>Besides JetBlue other company were cutting routes, retiring planes, firing employs. But JetBlue were working against all the companies they are increasing planes hiring thousands of employs . </li></ul>RECOVERY OF JETBLUE
  13. 14. <ul><li>JetBlue offers low fares. They configured new leather seats , serve foods and beverages as a perk. They facilitates every passengers with the facility of L.C.D individually. Customers can watch 36 channels direct on TV. They enjoy the amenity of Wi-Fi on every terminal as well. </li></ul>
  14. 15. <ul><li>They are so friendly with customers that they can contact customer service center at any time for help. Its like they are talking to a lady at next door. </li></ul>
  15. 16. <ul><li>The management of the company is so good that not only customers there employers are also very satisfied with the company. The female customer care ladies got the ease to work from home. which is the main reason of there success that they cared for all . </li></ul>
  16. 17. Questions
  17. 18. <ul><li>Give example of needs , wants and demands that Je t Blue customers demonstrate, differentiating these three concepts . What are the implications of each for JetBlue practices? </li></ul>
  18. 19. <ul><li>Describe in details all the facets of JetBlue's product. What is being exchange in JetBlue transaction ? </li></ul>
  19. 20. <ul><li>Which of the five marketing management concepts best applies to jet blue? </li></ul>
  20. 21. <ul><li>What values does JETBLUE create for its customers? </li></ul>
  21. 22. <ul><li>Is JetBlue likely to continue being successful in building customer relationship? </li></ul>