I do not believe this statement: "To be clear, it was never our objective to add a row of seats, and the extra row isn't the main reason for this redesign. Once we examined how much space would be saved, it was determined we could accommodate the increase, without sacrificing comfort.".
I value integrity and find it very difficult to believe your executive team decided to spend all that $ re-designing the interiors of your fleet without profitability in mind. When the end result is 6 more tickets you can sell, consumer messaging stating that comfort isn't being compromised, and a ton of complaints about the number one thing people consider in airplane comfort being compromised (personal space)...well I just have to claim a big corporate case of "pants on fire" here.
You're taking a calculated risk. I think you'll win a little from an ROI standpoint and continue on your path of late losing your brand identity; and net promoters. I've sung your praises for many years, but it just hit that point where your favorite song gets annoying and you're sad because you just don't like it anymore!
Recommendation #1: Put that extra space toward EXTRA leg room. People still want luxury for cheap and I believe this differentiator would be more profitable long term. Here's why: (1) brand loyalty (self explanatory). (2) There are very often flights that have way more than 6 empty seats, so EVERY time that happens you will be losing $ because (a) some people WILL stop flying with you because of the semi-permanent indentations in their knees from that new seat pocket pressing into them the whole flight, and (b) the weight of those 6 seats not being there would be added to the 635lbs you're saving and probably add another 2-3 Million per year in annual operating cost savings (based on 635lbs=10M). I'm sure this isn't a real option from your perspective because the cost of the re-design has to be offset by something right? Investors want the ROI...so that brings me to:
Recommendation #2: In stead of pretending to be shocked that you could add an extra row and claiming that it doesn't compromise comfort, adjust your messaging and rollout to make this whole thing easier for consumers to relate to. People don't take obvious negatives that are wrapped up with a pretty little positive bow well. Figure out how to tell people about the change, acknowledge the difference in seat room, and make your service even better to offset the negative. Make a joke about the e-leather sardine can over the PA...do what you do best and don't take yourselves too seriously, but be real with people!
You have a lot of business savvy, cost conscious customers who care about their personal bottom line...not yours. Wish the focus was on building that loyalty base instead of increasing ticket sales ONLY on what would have already been a fully booked flight.
Disenchanted.
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