Recruitment and Training at JetBlue Airways


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Case Details:
Case Code : HROB128
Case Length : 17 pages
Period : 2000-2009
Pub Date : 2010
Teaching Note :Not Available
Organization : JetBlue
Industry : Airlines
Countries :US

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This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.

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Introduction Contd...

The study ranked the carriers under two segments - traditional network5 and low-cost6.

This was the fifth consecutive year that JetBlue had bagged the top position7 On receiving the award, Dave Berger (Berger), President and CEO of JetBlue, said, "Customers recognize that a leading formula is more than great fares, more than advanced technology on comfortable airplanes, and more than celebrated destinations - it's also about people dedicated to providing exceptional service to one customer at a time. The 12,000 crewmembers here at JetBlue work hard every day to carry out this mission."8

JetBlue was founded in 1999 by David Neeleman (Neeleman) and started operating in February 2000. Since its inception, the company had been striving to provide superior service at lower fares, and it was this that distinguished it from other airlines in a highly competitive airline industry in the US...

 Excerpts >>


5] Traditional network refers to airlines that operate multi-cabin aircraft and use multiple airport hubs.
6] Low-cost carriers are defined as airlines that operate single-cabin aircraft with lower fares.
7] In 2006, 2007, and 2008, JetBlue was ranked the highest in satisfaction among low-cost airlines and in 2005, it topped the list when low-cost and traditional networks were treated as a single category.
8] "JetBlue Airways again Ranked Highest in Customer Satisfaction Among Low-Cost Carriers in North America by JD Power and Associates," www.istockanalyst.com, June 30, 2009.

  

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