EDMONTON — Flair Airlines is working to eliminate seat recline on all of its planes effective summer 2020.

Competing on price can be a race to the bottom, especially for ultra low-cost carriers where margins are razor-thin to begin with. Flair Airlines, currently duking it out with ULCC competitors including Swoop, could win more market share with the move, or it could backfire. Few travel pet peeves get frequent flyers more riled up than the seat recline debate.

Flair Airlines President and CEO Jim Scott says Flair wants to democratize aviation within Canada while focusing on customer experience.

John Mullins

New hire John Mullins, Vice-President of Customer Experience and Airports, has eliminating seat recline as the number one priority on his mandate.

Mullins says Flair has been experimenting over the past two months with a fixed pre-recline for seats on half of its fleet. The airline says it has recorded improved customer experience as a result.

“Following a successful pilot project, we have discovered our passengers prefer the fixed pre-set recline. We are listening keenly to our passengers’ needs and interests. We will make this change on all our aircraft just in time for the expansion into Ottawa and Atlantic Canada.”

He adds: “Flair will continue to offer seats with spacious legroom and now with the pre-reclined seats we will make the experience comfortable for everyone on board.”

Mullins comes to Flair Airlines with over 30 years of senior leadership and advisory experience from Gulf carriers as well as Canada 3000 Airlines. With a specialty in designing and implementing guest services and airport strategies, Mullins will lead the Flair team to higher levels of customer satisfaction while remaining rooted in safety, reliability, and efficiency, says CEO Scott.

“We are pleased to add a world-class leader of customer experience and airport operations to our expanding airline. Mr. Mullins will lead our team to achieve the highest standards of economy travel in Canada.”