Masters of Scale Rapid Response: Balancing data with gut feeling, w/JetBlue's Joanna Geraghty
Nov 25, 2020
Joanna Geraghty, President and COO of JetBlue, shares her journey navigating the airline through the challenges of the COVID-19 pandemic. She discusses how the airline adapted by prioritizing data while also trusting her instincts, exemplified by the controversial decision to reopen middle seats. Geraghty highlights inspiring stories of frontline staff and the innovative 'Lobatical' benefit aimed at enhancing employee appreciation. She reflects on the unique agility smaller airlines have compared to larger carriers, showcasing resilience and a commitment to adapting in a shifting landscape.
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Crew Member Sacrifice
- A JetBlue crew member took a leave of absence so others could keep working.
- She later thanked Joanna Geraghty for her leadership during the pandemic.
Essential Travel
- A crew member encountered a passenger urging airlines to shut down.
- Another passenger thanked the crew member for working, enabling her to visit her dying mother.
Flexible Framework
- JetBlue built a framework for flexibility, allowing them to scale operations up or down based on demand.
- This nimbleness helps focus on critical priorities and facilitates quick adjustments.