When an airline decides to lower their prices, the first things to go out the window is usually food quality (or food period), and then service. In Westjet’s case, the first was scenario was true, and now any food on board must be purchased from a third party provider, beverages however remain complimentary. Westjet’s success in maintaining high quality service is really thanks to their core values as an organization. Humour replaces luxurious pampering, and that is seen through their genuine care and growth approach to staff and clients. It goes a long way to describe what individuals value, and it is not being treated like royalty, but treated like important individuals.

So what then could be next on the horizon for Westjet if they plan to stay the course as market leaders in the industry? Well in order to come full circle as an organization committed to triple bottom line results, Westjet must now complete the circle through their conscious impact on the community and environment in which they operate. Based on my observations, I have made three suggestions that could truly go a long way for an organization like Westjet.

1. Strive for zero-waste in flight and in the office.

Why should eating on a place be any different than eating in a restaurant or coffee shop? (other than the obvious lack of a take away option). The waste generated by plastic cups, tissues, wrapping/packaging, and disposable cutler to name a few, is an unnecessary burden to our landfills and recycling plants (that is if they do separate the recyclables). So would it be so difficult to design the services inflight like one would a coffee shop? An idea would be to give everyone a mug to use, and then return it at the end of the flight, echo on the cutlery for food or snacks served as well. I can only imagine long term benefits and savings for the company, the clients, and the environment!

2. Have alternative entertainment options.

I love inflight movies, especially when I have lots to choose from, however, in budget flights, the options are either an additional cost, or you don’t have any choice over the selection. In Westjet’s case, they have satellite TV, which does include movies at an additional cost, however the complimentary option leaves us spending half the journey flipping through uninteresting channels and spending half the time exposed to commercial products – something I do not like. It can be said that sometimes having options doesn’t always give you choice. So, thinking to myself that I must be an anomaly, I decided to walk up and down the aisle seeing what other people were watching. That is when it hit me, well over half the people were either trying to sleep or were reading either a book or a magazine. A fraction of the remaining were watching the inflight movie, and a few drones were flipping through the channels trying to find something suitable to entertain them. So my question is quite an obvious one to me, why not appeal to this demand? By providing a small book library of some classics, and top of the chart books, and variety of magazines, passengers can sign them out at the beginning of the flight, and return them upon landing. Why stop at just reading, why not have small board games that you can challenge your neighbour with, more often than not, people are starving for conversation or interactions yet our society assumes we all want our privacy, so why appeal to one and not the other? Have the option, it wouldn’t be that costly, but the value could be tremendous. I can tell you, one of the most stressful places to be is in a departure gate with 200+ strangers, not a single one saying a word.

3. Provide premium carbon offsetting service.

Like many avid travellers, I get quite disappointed whenever I take a carbon footprint calculation test. Living my life as sustainable minded as possible, I always do great until I get to the question about how many flights/distance do I take in a year – needless to say, my planets needed to support my lifestyle doubles. It is no myth that air travel is the worst producer of green house gases (GHG) for any individual. So why not offer a premium service for the eco-conscious traveller? It would involve a premium price, that would be put toward offsetting your emissions and growing the renewable energy industry. Travellers can then fly in the comfort that somewhere, their money is helping to put up solar panels or wind turbines to replace dirty non-renewable energy supply. This alone will send a strong message to the R&D labs of the airline industry to hurry up with their solar flight research, and to really expand to lead other airlines that will be heading in this direction.

The uncertain future of oil will undoubtedly force a lot of change, and we will likely see the end of cheap air travel in our very near future. Here is an interesting analysis of the state of the airline industry, and their search for oil alternatives.  I am sure there are various other opportunities to green the airline industry, and that is why it needs a leader, like Westjet has demonstrated so well for us in the past.