The Hands-On CEO of

The Company
• JetBlue is a rather new company which in order to
maintain safety uses old aircrafts.
• Neeleman appeals to travelers with electronic tickets
and in-cabin satellite TV.
• JetBlue has achieved high customer satisfaction.
• It is very particular when to
comes to hiring employees.
• The company is doing an
extremely profitable business
• And hopes to continue and
grow in the future.
 Products and Services
• Jet Blue has stepped up a great deal compared to
the other airways.
• Neeleman is constantly in touch with the
Technological Environment.
• Its innovation can be seen since:
 It has introduces live cable
T.Vs separately for
every passenger.
It has introduced E-Ticketing which has increased
convenience on part of the customers. It makes
boarding a lot easier.

• It uses 25-year old, factory fresh, state-of-the-

art A320s. Neeleman has fitted each with 162
seats – versus the A320s 180-seat maximum.
 The Employees
• The employees or the crew members are trained to be
polite, patient and calm in case of panic.
• JetBlue has high standards when hiring and recruiting
its employees because the management realizes that
employees are the ones who are serving the
customers.
• Neeleman, the C.E.O, is aware of the fact that
employee satisfaction ultimately leads to customer
satisfaction.
• The pilots at JetBlue are calm and do not panic under
stressful situations. They effectively communicate with
the passengers in case of any troubled situation.
• Neeleman stresses heavily on keeping its
employees happy and giving them an
enjoyable work environment.
• The employees are given a share in the
companies stocks so as to promote a sense
of belonging.
SWOT ANALYSIS

• Strengths
• Weaknesses
• Opportunities
• Threats
 STRENGTHS
 Low Operating cost
 Strong brand
 Efficient employees
 Single fleet of aircrafts i.e Airbus A320s
 Consumer satisfaction
 Effective use of technology
 Highest in customers satisfaction
 Sustained success
 Confident and well-trained employees
 Good process of recruitment and selection
 Low fares compared to other airlines.
 Superior customer service.
 More efficient and reliable planes.
 Only airline to offer live TV and cable in-flight.
 High commitment to hiring better employees.
 Through their current workings, they are able
to build good brand loyalty.
 Friendly customer service.
 Offering e-ticketing -- a convenience for the
passengers and customers.
 WEAKNESSES
 JetBlue has not been able to expand into some of the
major routes across the U.S.
 Not gained enough influence in the airline industry. 
 Major routes that JetBlue does not have access to
include flights to Atlanta, Chicago, and Dallas/Ft.
Worth. This is important because these routes are in
more centralized locations in the U.S., which would
open a whole new demographic of customers to
JetBlue.
 Increased costs of security, which the airlines must
absorb due to Terrorist activities.
 Low fares could mean less money being made,
less profits.
 Much higher average airborne time and higher
% of diverted flights.
 Not being able to find the right pace of
expansion while maintaining profitability and
company identity.
 Smaller and more unheard of, than any airline.
 Fuel consumption, as a % of expenses, is rising
rapidly.
 Very low percentage of full-time employees.
 Extra bells and whistles could cost company $$.
 OPPORTUNITIES
 Increasing demand for air travel.
 Untapped international market that JetBlue
could penetrate in.
 All other airlines that have much higher fares,
giving JetBlue the opportunity to be the Cost
Leader.
 Increasing use of the Internet -- Online booking
and ticketing.
 Potential use of luggage-tracking technology.
 Route & fleet expansion.
 Expanding in National and international markets.
 Creation of Airlines Alliances.
 Technological Improvements in Airplane
design, operation and maintenance.
 Deregulation of international air travel.
 Increased internet advertising.
 Leisure travel.
 THREATS
 Terrorism and accidents
 Increase in Fuel prices
 Strong Competition
 Global crisis
 New regulations by FAA
 Labor Union
 Increase in annual airline security costs
 Decline of leisure travel due to economy and
terrorism
 Many airlines including JetBlue face union
labor contracts.
 Unions can strike whenever no agreements
are made.
 Fuel costs are high and are a HUGE part of
airline expenses.
 Breakeven load factor is rising.
 Higher security required at airports is causing
 Higher fees on tickets and more customer
dissatisfaction.
 Competing online ticket reservation systems
 MISSION STATEMENT
• Jet Blue’s mission is to be the leading low-fare,
low-cost passenger airline offering high quality
customer service to underserved markets and
customer who are looking for the best value in their
flight.
• “We have the newest most advanced planes that are
reliable, fuel efficient, utilizes paperless cockpit
technology, live in-flight satellite TV and security
cameras. Our philosophy is to give customers the best
price value for their ticket, offering things our
competitors don’t offer. At JetBlue we feel that hiring
educated employees that are highly motivated and well
trained will provide a better experience to the
customers. We feel that our high-value, high quality
service philosophy will lead the way to our becoming
the number one in the industry.”
 Demonstration of an
Understanding of Organizational
Behavior by Management at
JETBLUE
• Flight attendants have a high level of self-
esteem and feel good about themselves.
• All attendants are made to learn how to strut
proudly.
• JetBlue attendants are given the kind of
environment that they enjoy their job.
• The employees are extremely courteous with the
passengers and address the public in case of
any unforeseen problem.
• Employees have the ability to remain calm
and patient during a crisis as employees
need to be motivated during that period
• Conduct public relations as the whole
company depends on it.
• Management realizes that the employees
are someone who are serving the
customers so they need to be well taken
care of.
• Pay their people well. The average crew member
at JetBlue makes over $50,000.
• Neeleman obsesses over keeping employees
happy, and with good reason.
• Resolving employees issues by the management
resulting in a Union Free environment.
• JetBlue employees get profit-sharing checks,
amounting to 17 percent of their salary in recent
years.
• The constant appreciation of the employees
cooperation makes the workforce feel valued.
• The crash of September 2005 is an example of the
concern for employees by JetBlue management.
Things JetBlue Looks For In A
Pilot
• Flying- not the only skill a pilot needs to have
• Pilots should have skills concerning
 Following Regulations.
 Security.
 Crew harmony and Cooperation.
 Customer service and On-time
performance.
 They may step out of the cockpit to make
announcements to passengers face-to-face
• If there’s a delay, the pilot might loan his or her own
cell phone to a passenger to call and alert friends
or family.
• At the end of the flight, the pilot is likely to be out of
the cockpit again, saying goodbye to passengers
and thanking them for flying JetBlue.
• Lending a hand to clean the place and preparing for
the next flight.
• Teaching somebody to fly is easy but it is much
harder to teach someone to think. Therefore,
people that are able to think spontaneously are
more feasible.
• Intangibles such as: keeping their aircraft and their
customers out of potential problems are what companies
need to ensure that their flight crews possess.
• Pilots should know the aircraft thoroughly and follow and
know company SOPs.
• For example, an ordinary flight suddenly experiences an
emergency or problem, The employer should know before
hand
 Does this person know the aircraft and its systems?
 How will this pilot cope?
 Does this person know the emergency procedures
thoroughly enough to be able to deal with the situation?
 Will the pilots work smartly as a crew or work against each
other?
• A good pilot should continue to strive for
excellence and knowledge.
• Pilots need to know when to say “No” and mean
it; they need to step up and take responsible
and intelligent action when required
• Taking care of the crew members
• Being ever ready to share work load.
 Use of OB to Increase Chances of
JETBLUE Airlines Staying Successful
• Fulfill needs of employees so that they
can effectively contribute to the
organization.
• Employees must be rewarded for their
good work both through monetary and
verbal benefits.
• He can learn new ways of managing for
long term profitability.
• Training leaders to become conduits of the
organizational values.
• Introducing a training and development
program for the employees.
• He can improve his personality as well as of
his employees.
• It may help Neeleman to interact with
different departments within the organization.
• He can share power with his employees to
increase their confidence level and it will also
enable employees to learn new things.