m ARPIT MISHRA

m MUBASHSHIR KHAN
m NIRAJ KUMAR
m NISHITA GADI
m SRISHTI SUMAN
m SISHIR PRADHAN
m This case outlines the history of JET BLUE AIRWAYS
from its inception in 2000,until 2004.

m The case provides details of JET BLUEǯS business model

and reasons for success .

m It can be used in a course on service operations or strategy.

m In july 1999,David Neeleman announced his plan to

launch a new airline that would bring Dzhumanity back to
the traveldz.
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m Jet Blue planned to focus on point-to- point service to large
metropolitan areas.

m Jet blues target market was-

-people who are not going to travel

-people who are disgusted with their current choices

-people who would drive or people who would not go at all.

' Approximately 5,000 aviation professionals

' 600 Pilots

' 1,025 Flight Attendants

' 2 Crew Bases Ȃ JFK and FLL

' 41 Airbus A320 aircraft (12 more to be delivered in
2003, 46 to be delivered in the next 4 years)

' In addition to the 41 aircraft already in service,

JetBlue already had 46 A320s on firm order. We
have an additional order for up to 115 aircraft,
JetBlue's fleet will grow to over 200, A320 aircraft
by 2012.

' All JetBlue aircraft are configured for 162

customers. Every leather seat comes with 24
channels of free satellite television.
' First and only U.S. start-up airline to launch with more
than $100 million in capital
' First and only airline to offer 24-channels of live satellite
television free at every seat
' First and only airline to broadcast the Olympic Games live
at every seat
' First U.S. airline to introduce "paperless cockpit" flight
technology
' Only U.S. airline to be 100% e-ticket
' First U.S. airline to install bullet-proof cockpit doors across
its fleet
' First and only airline to install security cameras in the main
cabin for customer and crew safety
m The jet blue aimed to give customers exactly what they
want ed in the form of a innovative product.

m Jet blue employees treat the customer as family

members.

m A/C to the survey 94% customers ranked the jet blue

experience much better.

m For the customer service jet blue won the DzCONDE

NAST TRAVELERS 2003 READERS CHOICE
AWARDdz.
m ONE OF THE GREATEST DIFFERENCE B/W JET
BLUES AND OTHER AIRLINES WAS THE FORMERǯS
PROACTIVE APPROACH TO CORRECTING ANY
WRONGS THAT HAPPEND ON FLIGHT-
m -policy of offering $159 vouchers when ever a flight was
delayed for more than 4 hours.
m -for mishandlings the bags the passengers receive a
$25 vouchers.
m -the airline was known to hand out free round trip
ticket to all onboard passengers to apologize for an
unusually rough landing.
m Within the next 7 years the goal is to have 290 planes
and 25000 employees.

m Planning to enter attractive new markets including

San Jose ,Puerto rico.

m Also planned for international service to San deago

Chile and Santo Domingo.