Fascinatingbreakdown of how reputational risk finally hit a ceiling for WestJet. The idea that six extra seats couldn't offset the PR disaster is a textbook example of short-term thinking biting back. I flew WestJet a couple years ago and the seat situation was already borderline, so this was probly inevitable. What's wild is how theCEO's rollback statement still tried to spin it as innovation rather than a miscalculation.
Reading your substack after the cost of living podcast! Canadian here, and I’ve preferred flying westjet over air canada. The staff seemed friendlier and more organized. However, that was yeeeeaaaarrrs ago. So thank you for this post and to Amanda for the video! Have to rethink the next time we travel out to bc to visit family!
Hi Aya! Thanks for finding me on Substack and subscribing after that CBC bit. So good to hear some comments on WestJet, since most of my readers are in the U.S. and haven't had the pleasure. - Al
Fascinatingbreakdown of how reputational risk finally hit a ceiling for WestJet. The idea that six extra seats couldn't offset the PR disaster is a textbook example of short-term thinking biting back. I flew WestJet a couple years ago and the seat situation was already borderline, so this was probly inevitable. What's wild is how theCEO's rollback statement still tried to spin it as innovation rather than a miscalculation.
Nobody believes a press release quote. This was among the dumbest PR spins he could have chosen.
At least he didn't try and paint the complaining passenger as a 'domestic terrorist'!
Reading your substack after the cost of living podcast! Canadian here, and I’ve preferred flying westjet over air canada. The staff seemed friendlier and more organized. However, that was yeeeeaaaarrrs ago. So thank you for this post and to Amanda for the video! Have to rethink the next time we travel out to bc to visit family!
Hi Aya! Thanks for finding me on Substack and subscribing after that CBC bit. So good to hear some comments on WestJet, since most of my readers are in the U.S. and haven't had the pleasure. - Al