A crisis communications plan can be created in anticipation of 20 different likely scenarios, and of course what happens is the 21st scenario. I seriously doubt that JetBlue's crisis communications planning included a scenario entitled: "Stressed-out flight attendant snaps, curses out a passenger, and exits airplane on emergency slide." Nope, not on the "Top Crises Faced by Airlines" list at all. Now a really GOOD crisis communications plan exists primarily to create a system for appropriate response to any crisis.