WestJet Airlines Pranks Passengers

Carrier's Friendly Humor May Help Air Travel Passenger Satisfaction

Apr 9, 2008

Air travel isn't the luxury is used to be, and is often downright painful. WestJet, the Canadian carrier company, lightens the dark mood of passengers with gentle fun.

There's been a lot of bad news about airlines recently, what with small air carriers and even mainstream airlines having to close up shop. Heightened competition, fare wars, the shocking fuel costs - these all factor into what can only be called a bummer year for the airline industry. And then there's WestJet Airlines.

WestJet Airlines April Fools' Pranks

WestJet is renown in the travel industry for its corporate-sanctioned pranks. In 2006, the airline company, straightfaced, requested that passengers save energy during takeoff by stretching out their arms and flapping. This past April Fools' Day, the Canadian carrier supposedly had a special air travel offer: For an extra twelve dollars, passengers would be accorded the "luxury" of fully flat sleeper cabins. Where are these sleeper cabins? Why, the overhead bins, of course. A press release issued by WestJet even has an accompanying photo of just such a sleeper cabin, already in use.

Fake Press Release from the VP of Guest Experience and Marketing

Robert Cummings, the executive vice president of guest experience and marketing (how's that for a job title!) wrote the fake release, stating that "Our leather seats and live satellite television are a great part of WestJet's guest experience however, by offering our existing overhead bins as sleeper cabins, guests will now have the opportunity to lie down for a period of time and arrive at their destination refreshed, rested, and ready to go." Pretty amusing. Considering the cramped conditions of many coach seats, and hidden surcharges that nickel-and-dime airline passengers, this prank is even believable, albeit in a surreal way.

Positive Feelings Engender Customer Loyalty

Airline customer satisfaction is consistently low (ACSI, 2007). The luxury that once was airline travel is now mostly a stressful bit of endurance testing, what with patronizing TSA employees and insultingly long lines - and that's before boarding the plane. Only business and first class passengers catch a glimpse of the true luxury that air travel once was. Perhaps more air carriers should adopt the light-hearted humor of WestJet, along with the personal touch of JetBlue. An enjoyable travel experience leads to happier passengers, and happier passengers are clearly more likely to develop brand loyalty. Repeat business is key to an airline's success. Congrats on the great April Fools' prank, WestJet. Here's to hoping other airliners follow suit.

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The copyright of the article WestJet Airlines Pranks Passengers in Luxury Travel is owned by Jennifer W. Miner. Permission to republish WestJet Airlines Pranks Passengers in print or online must be granted by the author in writing.