Turning Crisis into an Opportunity. Presented by Penny Neferis Director, Emergency Response & Care

Transcription

1 Turning Crisis into an Opportunity Presented by Penny Neferis Director, Emergency Response & Care 1

2 Agenda Introduction to JetBlue and the Emergency Response & Care Department Our Crisis & Need for New Notification Tool Business Applications of our Notification System Key Takeaways 2

3 JetBlue History Started operations February 11, Aircraft 118 A320 (150 seats), 38 E190 (100 seats) 53 BlueCities Approximately 12,000 Crewmembers Home base: JFK International Airport Focus cities: Long Beach, Boston, Washington DC, Fort Lauderdale, Orlando Global Partnerships: Lufthansa, Aer Lingus, Cape Air 3

4 Route Map 4

5 Seamless Transition to Terminal 5 at JFK Airport State-of-the-art terminal Improved efficiency 26 gates Excellent customer response 640,000 square feet o Increased concession revenue 5

6 What we are known for. 6

7 Awards Won Top Low Cost Airline for Customer Satisfaction J.D. Power and Associates, consecutive years Best Large Domestic Airline Economy Class Zagat Airline Survey Customer Service Champ BusinessWeek, 2009 Airlines category Best Inflight Entertainment Experience in the Americas 2008 World Airline Entertainment Association, Avion Awards 7

8 Emergency Response & Care Department Emergency Operations Manual Emergency Response Teams Care Team Emergency Response Liaison (at our cities) Full Scale, Tabletop, Airport and Notification Drills Family Support Team Peer Assistance Program Employee Assistance Program - LifeSolutions 8

9 JetBlue s Emergency Response Teams Over 1,100 ER Team Members 90 members 140 members 750 members 85 members 120 members 9

10 Emergency Command Center (ECC) Location: Headquarters - Forest Hills, NY 10

11 Our Crisis February 14 th,

12 2007 Ice Storms: Round ONE February 14 th, What happened? Ice Pellets Regulation Wanted to do the right thing and not cancel flights Planes could land but could not take off No gate space at JFK/ planes on the runway Crews out of position/ unable to get to work Incredibly high load factor (President s Day) 12

13 2007 Ice Storms: Round ONE How we got through it. 13

14 JetBlue s New Emergency Notification System Quickly reviewed products in industry to determine replacement system Required ease and fast upload of phone numbers and assess results Talk to our HR SAP system Ability to notify by location or region Capable of doing Are You OK? checks for all Crewmembers who experience a natural disaster 14

15 2007 Ice Storms: Round TWO March 17, What happened? Major ice storm forecasted for Northeast Crews, once again, out of position/unable to get to work Relatively high load factor (St. Patrick s Day) Operating with a new Customer Bill of Rights Intense pressure to GET IT RIGHT 15

16 March 2007 Ice Storm: Timeline of Notifications 3:23am 378 notifications 12:43pm 4,430 notifications 1:04pm 2,683 notifications 3:25pm 2,683 notifications 3:49pm 4,427 notifications 9:31pm 444 notifications 3:12am 601 notifications Grand Total: notifications 15,646 16

17 Business Applications of our Notification Tool Emergency Response Monthly notification drills to 200+ Emergency Response Team Members Quarterly notification drills to Care and Family Support Team Volunteers Overtime Call Out - various departments use tool to call in extra staff including System Operations and Reservations to activate virtual Reservations Center Crew Notifications - rapid notification tool for Crew Services to advise Crews of schedule changes, cancellations, etc.* Business Continuity Headquarters, JFK T5 and other facilities evacuation Natural disaster check in on Crewmembers * Rolling out in Summer

18 Sample of Notifications Date/Time Subject Fri 20-Mar :46AM *** JFK T5 - FIRE ALARM ACTIVATION *** Sun 01-Mar :13AM Sat 21-Feb :30PM Tue 03-Feb :51AM Tue 03-Feb :18AM Notification Sun 14-Dec :53PM Sat 15-Nov :15PM Fri 12-Sep :27PM JetBlue All Hands on Deck OT Message *** DRILL *** JetBlue Emergency Notification *** FULL SCALE DRILL *** Care Team Deployment *** FULL SCALE DRILL *** JetBlue Emergency New England Ice Storms Checking In Burbank Fires Checking In Hurricane Gustav - HOU Checking In 18

19 Some Feedback from our Crewmembers I was so surprised and touched to be contacted by the Care Team to know if I was ok, which I am. thank you for your support. -JetBlue Inflight Crewmember THANK YOU,,,,THANK YOU...THE CREW HOTEL WAS WONDERFUL...THANK YOU FOR YOUR KIND AND GENOURSITY...LOVE JET BLUE...AND THE CARE TEAM.. - Portland, MA Airports Crewmembers 19

20 Key Takeaways When you are in a battle with Mother Nature, she will win Get the most out of your notification system be creative and don t be afraid to share Learn from your mistakes Communicate, communicate, communicate Promote success stories Have key players identified to make the tough decisions with double, triple back ups Don t wait for a crisis to assess major needs start planning and drilling now! 20

21 Thank you!? Questions? 21