1. By: Joshua Klaiss

2. What happened to create a
change?
 JetBlue started off with just a Blog for its
customers and employees to use.
 The Blog fell through after only a couple
of months
 On February 14, 2007 the company had
thousands of flight cancellations due to
weather, this caused communications to
go out.
 This stranded thousands of customers
on Valentines Day

3. What they did to fix the problem
 After the Valentines Day incident the
CEO went to YouTube to apologize to
fans
 JetBlue thought that a YouTube apology
would be more sincere and effective
than a press release or public
announcement

4. It worked
 When the video hit, customers
responded positively to the video calling
it genuine and authentic
 CEO Neeleman also announced the
Customer’s Bill of Rights, which outlined
the policies that the air line would go
through if some catastrophe happened
again

5. The YouTube Apology

6. Social Media
 With the YouTube apology it showed
JetBlue that social media was a way to
repair damages and interact with
customers
 JetBlue now has twitter, and facebook
accounts.
 They have 1.6 million followers on their
Twitter which they use to answer questions
and engage in full conversations with
customers
 Their Facebook has close to 680,000 fans

9. Sources
 https://twitter.com/JetBlue
 https://www.facebook.com/JetBlue?fref=ts
 Social Media Marketing: A Strategic
Approach By: Barker, Borman, and Neher
 http://www.southernsavers.com/2012/08/jet
blue-coupon-code-20-off-flights-823-only/
 http://technorati.com/social-media/article/is-
social-media-really-overrated/