WestJet Airlines, a Calgary-based low-cost carrier established in 1996 that now flies to destinations across the US, Mexico and the Caribbean as well as within its home nation, is “clearly focused on safe, on-time performance” for the benefit of all its passengers, explains Edward Baklor, vice-president, guest services.
On-time performance clearly means minimising hold-ups while its fleet of nearly 100 B737-600, -700 or -800 Next Generation aircraft are turned around on the ground (its regional Canada airline offshoot, WestJet Encore, flies the Bombardier Q400, while WestJet has also ordered 65 B737 MAX aircraft). Indeed, Baklor insists: “Our unique culture of collaboration helps us deliver some of the most efficient turn times in the industry.
“Whether it is collaboration between the guest-facing teams at WestJet (we prefer to refer to our passengers as guests) or collaboration with our ground handlers and other key partners, we are all focused on the same thing: SPOT (safely performing on time).”
And whether it is the airline itself and any of its thousands of employees or one of its handler partners: “We are all focused on the same quick, safe turns to get our guests on their way,” he observes. However, Baklor also points out that, while getting ‘guests’ to their destination safely and on time is very important, these are but two components of a greater goal to provide what he describes as a “remarkable guest experience”.
Rapid handling
When it comes to ground handling, who handles which task varies by airport size and geography, two key factors that vary greatly in a country like Canada. Either way: “We take a great deal of care in hiring and training both WestJet employees and contracted handlers to ensure that everyone delivers the same excellent service in a safe, timely manner,” he promises. The latter would have to adhere to the same high levels of service and safety set by WestJet.
In regard to passenger handling, this too is shared between both WestJet and key partners. Throughout Canada, it may be the airline or a contractor, while in the US as well as at the airline’s other international destinations, passenger handling is carried out entirely by various partners.
When WestJet is considering whether to operate from a new station – and its network has grown rapidly during its comparatively short history – there are of course numerous considerations to be taken into account. Certainly, one of them is going to be the ability of the airline and/or its partners to turn aircraft around on the ground in the required short timeframe. “Our procurement team, in conjunction with our Guest Services organisation, work together closely throughout the decision-making process to ensure that the objectives are met, and indeed exceeded,” Baklor concludes.
The Spirit of ultra-low-cost flying
Spirit Airlines is an ultra-low-cost, ultra-low-fare airline. According to the carrier, it is the “lowest cost producer in our primary markets compared to other airlines”. The Miramar, Florida-based carrier has maintained its low cost base through the use of a simple business model that effectively maximises efficiencies wherever possible. And, says a spokesperson, these savings are then passed along to its customers by way of its ultra-low fares.
Spirit’s business model certainly looks to make the most of its assets, too. It has more seats on its aircraft than many other LCCs – indeed, the maximum allowed by the Federal Aviation Administration (FAA).
It operates them in a single-class cabin design and its fleet is made up of only a single aircraft type – they are all Airbus A320 family series aircraft. That simple fleet composition not only means that the cost of crew and team member training is minimised, but crew scheduling is also made that much easier.
Spirit’s high rate of aircraft utilisation – more than 12 hours per day of flying time – also brings significant efficiencies and, finally, the carrier also operates “efficient, quick turnaround times,” the spokesperson notes.
Yet: “At the same time, and most importantly, we do not compromise costs when it comes to safety. The safety and security of our customers and team members is our number one priority. We go above and beyond in our safety programmes, and follow the same safety requirements as all other airlines under the FAA and then some,” she insists.
“Depending on the airport, we use a combination of our own team members and contract team members, both above the wing and below the wing. Either way, they all follow the same consistent Spirit guidelines. And our contracted team members go through the same training as our direct Spirit team members,” the spokesperson adds.
