Jet Blue is an airline that has a problem. They are well known, tech-savvy and appeal to a younger demographic, but that isn’t what has their search results blossoming. Their spikes (save for one notable example of where they got it right) have come from employee meltdowns and their flubbed or muted responses.
In the Internet age, response is everything. In keeping mum on situations where your employees have effectively put your entire company in danger by alienating or putting customers in harm’s way, you allow a growing mob to speak for you. Suffice to say; what they’re going to post isn’t going to help your brand. So what to do about it?