[Maritime Q-Scout]

Originally Posted by TitovFTW

They respond to ever complaint or beef people make with them on twitter. Very active for whatever that's worth. I was waiting to see an article in the OP or something of substance to make this argument that valid.

Originally Posted by Bigtime

I'm curious how many people WS employs to run their twitter/facebook operation. As you mentioned Titov, they are very quick to reply to almost any post made to them (positive or negative).

I have notice that the AC twitter account is getting better at responding quickly too.

Originally Posted by Tyler

I think they employ 2 people full time to do their social media. At least they did when we met with them last time. Great bunch.

They never responded to me.

My mother booked tickets through AirMiles over the phone. They spelled my mom's name wrong. The confirmation was for two people but only had my dad's name. Mom never thought anything of it until she went to do the web check in and saw her name had a misspelling. After some discussion I convinced her that US customs wouldn't let her in as her passport wouldn't match her ticket.

I called WestJet who said where it was booked through AirMiles only they could change it. That seemed odd but ok.

AirMiles had me on hold for two hours before I got an agent (I'm not joking I have video of the phone's call timer and the hold message after the two hour mark). AirMiles couldn't help me as it was WestJet's system.

I called WestJet back (on my cell I wasn't letting AirMiles go) and the agent got tech support on the line and changed it within 3 minutes.

I Facebooked WestJet with the issue, I recognize the hold on AirMiles is not their fault but they should be aware of how their partner is treating their customers. Secondly, why didn't they solve the problem to start with?

I never got a response. All I was looking for was a "sorry for your experience, we will look into the issue with AirMiles." and an explanation why we weren't helped the first time.

Needless to say, I'm less than impressed. Moreso with AirMiles (I didn't mention the part where he girl stopped short of calling me a liar then dismissed me when I offered to email her proof) but WestJet dropped the ball on the first call and how can they offer their customers a better experience via their partners if they don't listen to partner complaints?

Perhaps my frustration lies with my expectations of what WestJet is known for (customer service above and beyond) and I only got average customer service with no response via Facebook (as I expected).