WestJet makes no apologies for excluding hot meals on flights to London

WestJet is making no apologies for not including hot meals for its economy passengers on its recently launched trans-Atlantic flights to London’s Gatwick Airport.

Some economy passengers on the direct, long-haul route were surprised to learn that hot meals were only available for an added cost, and not included the way it is on long-haul flights with other airlines. A direct flight from Vancouver to London takes just over nine hours.

“We are a low-cost carrier and that low-cost focus guides us in everything we do,” said WestJet spokesman Robert Palmer in an emailed statement. “We offer the lowest possible base fares first and foremost, and then offer our guests the opportunity to purchase only those services and amenities they want or need.”

WestJet’s website notes that complimentary beverages and a small snack are provided on “most flights,” while flights over 2.5 hours and flights to and from London Gatwick offer a pre-order or buy-on-board menu for those in economy. Food and beverage is free for those flying in WestJet’s Plus cabin, which is a “premium economy product.”

“This à la carte or user-pay approach allows us to keep our fares low. It’s been part of our DNA for 20 years, and it doesn’t change because we are now flying long-haul flights across the Atlantic (which we actually began in 2014),” said Palmer.

Gabor Lukacs is an air-passenger advocate who has previously won more than 20 cases with the Canadian Transportation Agency over various issues encountered with airlines. Lukacs cited Regulation 135.8 (1)(e) in the Canadian Air Transportation Regulations, which says “each optional incidental service offered for which a fee or charge is payable and its total price or range of total prices” must be included in an airline’s advertising for the price of an air service.

“There’s questions as to the legality of what they are doing because they have to at least advise passengers ahead,” he said, noting that the responsibility falls to the airline to ensure passengers are aware of what is or isn’t included in its services. “This should be regulated because we don’t want a situation where passengers have to pay for using a washroom or even charged for simple water on board. We’re getting closer to the Wild West where airlines do whatever they want and the government, which is supposed to be regulating this, is not doing its job.”

Lukacs hoped that “people will protest with their seat and their stomachs, and just go elsewhere” to another airline. “I’m not talking about a matter of convenience. The way I look at it is that — when you’re on a long-haul flight, this is no longer a matter about comfort or convenience. It’s a basic health issue.”

Palmer noted that WestJet had made their non-stop fares between Vancouver airport and Gatwick Airport available for as little as $305 during June travel, which is why they “make no apologies for charging for a checked bag or a meal.”

“We believe our guests would rather fly for less, rather than pay a much higher fare that includes a meal,” he said.

Palmer also argued against making comparisons between WestJet and other “legacy” airlines. He noted that legacy airlines used to be the only ones offering long-haul service, but with low-cost carriers getting into the long-haul game, it’s expected that low-cost carriers will continue with their own business model to keep fares low.

“There’s nobody doing what we’re doing and that’s the whole point,” said Palmer.

Earlier in May, a report in The Independent suggested that British Airways may soon stop serving free food — such as drinks and snacks — on its short-haul flights. The U.K. airline maintained it had no immediate plans to change its inflight services.

“We are constantly reviewing every element of the experience our customers receive, including the inflight catering, to ensure we’re delivering what they want,” the airline told The Independent.

A survey of 9,000 passengers across 27 countries also showed that travellers these days are more concerned about wi-fi connectivity on board, than they are about food. According to the survey, which was conducted by global satellite network Inmarsat, 54 per cent of passengers felt that in-flight wireless Internet access was more important than food. Only 19 per cent ranked food as a top priority.

Travellers at Vancouver airport Tuesday had mixed thoughts on whether they preferred higher fares with more perks or lower fares with no bonuses. Janet Gettings had previously flown from Vancouver to London many years before and recalled the days when airlines could splurge to cover extras.

“Everything was included — drinks, meals — it was quite a party,” she said.

Gettings had pre-ordered a meal for her direct WestJet flight to Gatwick, but only did so because a friend noticed that food wasn’t included.

“I think it should be included because it’s a very long flight. It’s over nine hours and I think if they just added a few more dollars onto the flight cost, it would make sense,” she said.

Sid Katz returned home to Vancouver from London on Tuesday via Air Canada and said he would have preferred not to have his meal included.

“They had an included meal, but it’s a waste of time to do them because they’re always really bad,” said Katz. “Airports now have so many places where you can buy things that it’s probably easier that way for the airline and for the customer. If the customer wants to buy a sandwich or something more elaborate, they can. It’s not like the old days where there weren’t very many outlets in airports.”

Lois and Michael Procter also disembarked from the same Air Canada London flight.

“It depends how much cheaper you’re going to make it. £20 or £30 ($38 or $95) isn’t worth it — it’s got to be at least £100 ($189),” said Lois.

Michael said he’d rather have it included, for the convenience.

“When you’re travelling, it’s an additional item you’ve got to pack away, and with the travel allowances, you really want to limit what you put in your hand luggage, so if you’re having to put food in there as well as everything else, it’s a little bit more strain,” he said. “We’ll go for cheap fares and free meals.”

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