Why is it that people who book an economy seat are surprised to travel in economy?
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This is Mr DYKWIA who complained loudly about not getting his upgrade.
He then complained about the terrible leg room.
All while being handed a pre-departure glass of bubbly.
After that he put his feet up and was virtually ignored by the crew for the next eight hours.
Meantime, by being nice, I was well supplied with Shiraz from up the front.
In my deep-dive into the airline world - I've undercovered sobering truths
1) Seat manufacturers don't give a cough what passengers want. The few companies which manufacturer commercial airline seats are booked years in advance and have no need to innovate with new designs.
2) Few airlines have meaningful directional input into seat design, mainly because...
... 3) 99.9% of airline employees are NOT frequent flyers and seldom pay for revenue tickets. They don't LIVE and BREATHE the product.
4) Everything comes back to economics and financial folks at airline being conservative (risk associated with going against the grain)
5) The geeky frequent flyers (ie: on AFF) are rich in feedback but need airline perspective to extract what the real issues are in order to cut through the loyal brainwashed lens of loyalty.
An example of cutting through the noise to really understand the core issues - I spent an hour in airport lounges every day for over a year speaking with passengers about all sorts of issues.
The above photo highlights a HUGE disconnect between 'airline thinking/misconception of pax experience' and 'seat design'. The passenger in the photo has LESS legroom than most economy seats due to inability to put legs under a seat in front and sitting on the front of the seat which creates a semi-flat position that even 200cm+ people are able to achieve. The bulkhead appeal is NOT legroom - it's knee space.
But, knee space is only comfortable for ultrashort journeys. For taller folks, thigh muscles become ultra tired with a 180-degree flat seat cushion, and need to be elevated to relieve muscle fatigue, and thus - feet on bulkhead provides the relief. While simple - it took weeks of talking with pax to figure this out - reading between the lines on their complaints.
There is a seat manufacturer I tested recently with a revolutionary business class seat that can tilt your body back in the seat, thus creating incredibly comfortable space which has no stress on muscles.. Similar idea to the massively popular cocoon baby beds -
https://www.earthmother.ie/user/products/large/cocoonababy2[4].jpg
Feet on bulkheads? It's more comfortable than most short-haul business class seats for tall people. Akin to an overweight person putting up the armrest to provide the extra comfort.