News Analysis: The smaller seats, particularly in “Coach Class”, while allowing the airline to carry more passengers, increase customer dissatisfaction due to physical discomfort of the passenger seats. Since many airlines always ask: “What are the other airlines doing?” they follow the leaders [by installing narrower seats] rather than lead the followers [with installation of wider seats]. An innovative management of an airline should realize that passenger comfort is an important goal to develop repeat customers. Rather than trying to put “many sheep in the barn” they should attempt to provide their customers with “Coach Class Comfort Second To None”. In the long term, those airlines will prosper with both repeat customers as well as new customers who are tired of being treated like sheep at other airlines.
Reference: http://tinyurl.com/kkccjd4