. Describe the JetBlue Experience. 2. What exactly went wrong? Why did it go wrong? Who, or what, is responsible? 3. Did the airline handle the crisis well? Why or why not? What else could JetBlue have done to improve the situation? 4. What do you think of the Customers Bill of Rights as a service guarantee? Do you think it will help the company regain customer loyalty? 5. What further strategic and/or leadership actions should JetBlue take to ensure the companys viability and future success?
