JetBlue has responded quickly to one of its pilots having a meltdown during a flight. The airline is handling the crisis situation with its in-house PR team, according to an agency source.
Clayton Osbon, a pilot at JetBlue for 12 years, was restrained on Tuesday after illustrating “erratic behavior,” causing the plane to make an emergency landing.
JetBlue CEO Dave Barger talked about the incident on NBC's Today show on Wednesday, saying it was a “medical situation.”
The company has also actively used social media to talk about the event. JetBlue posted a link to its corporate blog on its Twitter and Facebook pages. The blog has 10 of the most asked questions about the incident and answers to them.
Despite the gravity of the situation, JetBlue is handling it well by being transparent and open with media and consumers. The company is not revealing details about Osbon's treatment for privacy reasons, and the FBI is investigating the incident.
In June 2008, JetBlue hired MWW Group as its international crisis communications agency. An MWW representative confirmed that the agency is working in a “supporting role” for the Osbon situation, but “not in a leading role.”