Jet Airways Strike Customers pay the price...

Was just watching the press conference on time now, where the Jet Airways management addressed the press on the strike crisis and thought should write about it...

Just to give a brief idea about the impact the current strike is having on airline passengers - Jet Airways is the largest airline in the country, with 26.3% market share. This means almost one out of four airline travellers would be impacted by the strike, in absolute a total of around 35,000 air travellers (both domestic and international) would be adversely impacted. Though close to a quarter of them have either been accommodated in other airlines or the flights still being operated by Jet, but all of them would have go through the harrowing experience of not being sure if their flight would take off or not.....

And for passengers whose flights have got cancelled, the impact would be much worse. Reliability and timeliness would be a top priority for travellers by air. And when one fails on the core promise to it's customers we are looking at very serious long term implications for the brand. A look at the awards and recognitions which Jet Airways has got in the last year shows that the airline has been doing well...

The management while assuring the customers told that the Jet airways website will be the centre of managing the crisis by acting as a main source of information for customers on the flight status, but a visit to the website does not give that impression, apart from a small link to check the flight status there is not much information the in the site. An opportunity lost to leverage the website ??

Overall, it is said about the word 'crisis' in Chinese is composed of two words one meaning danger and other meaning opportunity (though latest entry in wikipideia disputes that ), is very appropriate here. Many companies have gone through such crisis and have come out stronger by showing that they have the customer interest at the centre of their operations, experiences of jet blue and others show that , but will Jet Airways be able to do the same??