Problems at JetBlue - Running head: PROBLEMS AT JETBLUE 1...

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Running head: PROBLEMS AT JETBLUE 1 Problems at JetBlue Darrell Dannelley XBIS/219 July 29, 2011 Dr. Shawn M. Rieder
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PROBLEMS AT JETBLUE 2 Problems at JetBlue On February 14, 2007 customers of JetBlue experienced a complete shutdown of their services. The shutdown was caused by both managerial issues as well as technical problems. JetBlue did not have a well-integrated IT system in place along with poor decision making cost the company at least $30 million (Rainer & Turban, 2009). JetBlue’s lack of website, or airport kiosk that would allow passengers the ability to rebook flights started the issue of hundreds of customers calling in rebooking flights. The phone system was not designed to handle the amount of inbound calls even after an emergency boost to allow more agents. The insufficient luggage tracking system did not allow the proper rerouting of luggage. JetBlue’s IT platform did not talk to each other allowing the different systems to track crew, passengers, or luggage added to the chaos
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Problems at JetBlue - Running head: PROBLEMS AT JETBLUE 1...

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