JetBlue Reviews Crisis Comms Support
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Holmes Report

JetBlue Reviews Crisis Comms Support

JetBlue is reviewing its crisis communications agency support, months after angering customers by suspending flights amid severe weather conditions.

Arun Sudhaman

NEW YORK—JetBlue is reviewing its crisis communications agency support, the Holmes Report has learned.

The review covers the discount airline's operations in the US, the Caribbean and Latin America, a company spokesperson confirmed.

A number of agencies are understood to be in the running for the six-figure assignment. JetBlue's agency roster currently includes MWW, Mullen PR and 3A/Worldwide.

The spokesperson declined to comment on which agencies would be affected by the review, but it is understood that MWW has handled crisis management for the past six years.

The firm was hired following the airline's high-profile 'organizational meltdown' on Valentine's Day in 2007, when a storm led to a disastrous week of cancellations and controversies.

The airline responded to the crisis by creating a 'passenger bill of rights' that includes a compensation plan for travelers in specific circumstances. 

The review follows the arrival of Nancy Elder as VP of communications at JetBlue in July. Elder, who reports to company president Robin Hayes, joined JetBlue from Matter Unlimited. 

In January of this year, meanwhile, JetBlue shut down operations at four major airports for 17 hours to protect its pilots and staff from the severe winter weather conditions. The move attracted plenty of consumer criticsm, but the airline's COO defended the decision as the "right thing".

The JetBlue spokesperson added that the review was "good business practice."


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