David Neeleman Case Study

He valued feedback from customers and used it to improve their experience. Through the Passenger Bill of Rights introduced, Neeleman was able to give clients a view of what to expect from the organization. Introduction The case study is about David Neeleman, the initiator of Morris Air, Jet Blue and Azul, and how he reinvented the air company industry. The incident brings about the main improvements that Neeleman brought in the industry. It gives facts of how Neeleman moved from employment from the various airline corporations and went ahead to start own airline that had the dream of conveying back civilization to the air travel. Neeleman aim is to ensure that the hired workers have and share similar goals and vision as the organization and thus ensure that the each and every passenger is offered the very best.

The development of the Customer Bill of Rights was the best decision in the culture of the organization. The bill of rights stated that JetBlue is dedicated to ensuring that humanity is brought back to air travel. The airline tries their bet to ensure the passenger experience is modest and as satisfying as possible, but it is not always the case. In such instances, Jet Blue Airways went ahead to apologize to the passengers and they set up the bill of rights which allowed the passengers to be aware of what to expect from the airline. They patiently listened and took into considerations their views, wishes and expectations and incorporated them into their organizational principles (Mount, 2009). The airlines provide excellent facilities to their passengers such as a reservation system that is simple to the clients to use, low affordable prices, online internet and a television set on every seat in the airplane.

Neeleman, is greatly interested in keeping in touch with the clients and the employees and he regularly stops at the call centers, engages trainees in talks and reminds them of their duty to give the best services to the passengers (Azul, 2009). JetBlue Airline Strategic leadership is another culture of JetBlue Airlines. The airline aims at bringing back humanity to air travel and they did this by ensuring that the clients were always pleased with their services by giving the passengers packages and special offers in amenities and airfares. Role of the leader in development and maintenance of the culture Neeleman is an illustration of a perfect leader. He is highly pervasive, entrepreneurial and it can be seen in all the areas of the airlines.

Leadership should be fully integrated in the culture of an organization, and the leaders should be aware of how their behavior influences the culture. Culture is the driver of the customer experience in an organization. Neeleman planned a leadership development program in the organization with the aim of lifelong learning. A leader should have great leadership skills that enable him or her get the trust and have a competitive advantage over other competitors in the airline industry (Haneberg, 2009). Neeleman was a participative leader as he valued the sentiments of others and out all their concerns and feedback into consideration. Neeleman’s personality influenced his leadership and it made him a sympathetic individual that wanted to see that everyone was well treated and it helps in his vision of restoring humanity in the airlines.