Nice to see that the CEO is owning some of the problems he has inherited. They've been getting it from all sides - passengers, WestJet, the media, etc.
There isn't a lot that they can do to make connections easier for WestJet (that wouldn't be hugely expensive), but hopefully some of the obvious yet overlooked things can be addressed: seating, food, water fountains, Nexus, call to gate. If they had done those things properly from the get go, they'd be getting a lot fewer complaints.
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