Westjet losing focus and customers?

[Southside]

I've gone from loving Westjet to thinking they were great, then good, then simply on par with their competitors. Now I actually find their service is not good at all. I find they still have the attitude that they were entitled to some years ago, but, their service has seriously declined and they really don't seem to care. I actually tried to find an email address or telephone number for their Guest Relations department and discovered they don't have either. They don't even want to know how they're doing anymore it seems. Has anyone else noticed?

MOD edit - added a question mark to the title, it was misleading.

[MyFlamesFirst]

I still find them way more pleasant than other airlines, and they always have the best stuardists. I also don't fly very often so it could be purely coincidence. I'm still in the loving WestJet stage and would choose them over competitors.

[aaronzaski]

Nope. Love Westjet.

[DownhillGoat]

I don't think they're as good as they were, but I'll still fly them whenever I can. As long as they don't overbook flights I'll fly with them every chance I get.

[getbak]

Their flight attendants are generally friendlier than Air Canada's, but for every other aspect of the flight (seat comfort, in-flight entertainment, in-flight food options), I prefer AC.

The Embraer 190 jets that AC flies are my favourite commercial plane to fly on.


I just recently flew WJ for the first time since (I think) 2007, and in between, I've flown AC many times, United, Qantas, JetStar (Qantas' discount airline in Australia), and Lufthansa. I'd put WestJet ahead of United and JetStar, but below the others.

[JonDuke]

Originally Posted by Southside

I've gone from loving Westjet to thinking they were great, then good, then simply on par with their competitors. Now I actually find their service is not good at all. I find they still have the attitude that they were entitled to some years ago, but, their service has seriously declined and they really don't seem to care. I actually tried to find an email address or telephone number for their Guest Relations department and discovered they don't have either. They don't even want to know how they're doing anymore it seems. Has anyone else noticed?

A quick search of their website will give you this:


Might not be listed as the "Complaint Department", but if you call and voice your concerns to whoever answers that number, I'm sure you will be heard.

How often do you fly with them to make your opinions? Are you flying domestic or international?

I'm biased because I used to work for there, but don't agree with you at all. I'm not going to sit here and bash their competitor, but I would take WJ over AC any day.

[bluck]

I think AC was voted one of the best Airlines for inflight entertainment I believe, If only they had the service standards to go along with that.

[Southside]

That number is as it says for flight bookings and general inquiries. Trust me Guest Relations are not available by telephone or email. As ridiculous as that sounds, it is true.

I typically fly every month for business, either to Vancouver or Toronto. Im going to give AC a try again on my next flight.

Originally Posted by JonDuke

A quick search of their website will give you this:


Might not be listed as the "Complaint Department", but if you call and voice your concerns to whoever answers that number, I'm sure you will be heard.

How often do you fly with them to make your opinions? Are you flying domestic or international?

I'm biased because I used to work for there, but don't agree with you at all. I'm not going to sit here and bash their competitor, but I would take WJ over AC any day.

[sclitheroe]

Originally Posted by getbak

Their flight attendants are generally friendlier than Air Canada's

Their faux happy disposition (in fact the attitude they project as a company) is why I won't fly Westjet whenever I have alternatives. I want surly, ruthlessly efficient battle-hardened staff that will get me from point A to point B as quickly as possible. Air travel is no longer a luxury nor an experience in itself, so the quicker we stop pretending it is, the better.

[DownhillGoat]

Originally Posted by getbak

(seat comfort, in-flight entertainment, in-flight food options), I prefer AC.

Is this even that much of an issue anymore? I know they use that as a big selling feature, but 9 times out of 10 I'm using my laptop or tablet and watching what I want anyways.

[JonDuke]

Originally Posted by Southside

That number is as it says for flight bookings and general inquiries. Trust me Guest Relations are not available by telephone or email. As ridiculous as that sounds, it is true.

I typically fly every month for business, either to Vancouver or Toronto. Im going to give AC a try again on my next flight.

You can voice your concerns here for sure:
http://www.westjet.com/guest/en/cont...ml?tab=2&mrd=0

[troutman]

Originally Posted by bluck

I think AC was voted one of the best Airlines for inflight entertainment I believe, If only they had the service standards to go along with that.

I love the names of their audio channels:

Symphony In The Clouds

Now's The Time!

[stang]

Yeah how's AC better in the entertainment part?

[JonDuke]

Originally Posted by sclitheroe

Their faux happy disposition (in fact the attitude they project as a company) is why I won't fly Westjet whenever I have alternatives. I want surly, ruthlessly efficient battle-hardened staff that will get me from point A to point B as quickly as possible. Air travel is no longer a luxury nor an experience in itself, so the quicker we stop pretending it is, the better.

I heard that a lot when I was a flight attendant. I never faked my happiness to be there, unless I was ill. Fact is...many people do fake it, but the majority of staff there are happy because the company treats them so well.

And air travel might not be so much of an "experience" to frequent flyers, but when you see people flying for the first time, whether it's a small kid, or an 80 year old grandma, you can tell that they are enjoying the "experience".

[Bigtime]

Originally Posted by stang

Yeah how's AC better in the entertainment part?

I fly both and AC's AVOD system is millions of times better than the satellite TV on WS. The only exceptions are times when you can catch a live sporting event, but the system is brutal and channels are not available sometimes.

However WS is already planning for a new in-flight entertainment system as the new satellite going up will only cover Canada, so they need something that can accommodate their flights to the US, Hawaii, Mexico, and Caribbean.

[wooohooo]

Originally Posted by stang

Yeah how's AC better in the entertainment part?

Have you not gone on their planes in the last few years? It's miles better than Westjet's live TV that works only some of the time.

They have a great list of new and older movies of different genres, tv shows etc.

Westjet only has live TV and a few channels so you might be stuck watching the news for 5 hours.

For me, entertainment is probably the biggest factor and that's why I prefer AC over most airlines NA airlines. I would have to say Westjet and AC are markedly superior to their US counterparts.

[normtwofinger]

AC has in-flight entertainment?

[MyFlamesFirst]

Originally Posted by normtwofinger

AC has in-flight entertainment?

Yes its actually better. Their is free movies still in theaters and free TV shows. You touch the screen and order what you want for free. Last time I watched hours of comedy. I was actually quite impressed.

[EYE_Overstand]

i prefer AC well over WJ on the in flight TV experience. More times than not... only a few TV stations really work well on WJ. Their satellite feed seems to go on and off.

What AC needs to do now is offer WIFI along with their already great in flight tv service.

[SeeBass]

If you want to complain about how bad Canadian airline companies are please free to try one of the US airlines.
Once you see how these guys operate you will be back to WS or AC in no time.