A few weeks ago on Valentine’s Day, a major winter ice storm caused jetBlue Airways to experience an unprecedented operational breakdown that caused over a thousand flight cancellations, hundreds of flight delays, and left customers stranded on runways for over 10 hours. As a Client Services VP and a jetBlue customer, I was shocked to hear about this huge customer service disaster, but was very glad I wasn’t flying with them that week! 
You probably heard about it too because it generated so much negative word of mouth that it spread like wildfire across the Internet and news media as angry customers rightfully vented their frustrations toward the company. It was clear that this PR nightmare would have a devastating impact on jetBlue’s previously high-flying reputation. Something had to be done fast to save it!
