This preview has intentionally blurred parts. Sign up to view the full document

View Full Document

Unformatted Document Excerpt

Technical Issues Team Rebuttal Although it is the responsibility of the managers to ensure that the employees are trained and to oversee the everyday operations of the organization, that still would not have been enough to prevent this crisis at JetBlue. No matter what kind of cross training, or what kind preparations would have been made by the management, the crisis would have still been an issue because of the technical issues that were not up to date. The main problem was all the passengers were not able re-book their flights through the JetBlue website, or by using the kiosks in the airport. All the passengers were expected to call customer support, which then created wait times which exceeded an hour for every person who was calling in. If all the systems were properly updated customers would have been able to re-book their flights through the internet as well as on the kiosks within the airport, which would have created less of a problem on the call center; this would have also prevented all of the unhappy customers. Customers would have understood not being able to fly that night due to the weather conditions, they were all unhappy due to having to rebook using the customer call center, rather than using kiosks within the airport. Although the management was not prepared for what happened, how would preparation change anything that happened? The issues the occurred were all based on the technical problems. Updated technology was needed to counteract the problems that occurred. Management was indeed trying to fix things, and make programs to help, but this was not working due to the technology failing. The management was making decisions that were working perfectly before the crisis, but the issue was the technology JetBlue was using which was out of date and not capable of doing as much as what was called for this night.... View Full Document

End of Preview

Sign up now to access the rest of the document