WestJet Customer Care Part II: WestJet’s “Care-antee.

As I mentioned in my previous post WestJet stands out from other airlines with their focus on customer satisfaction. They refer to customers as “guests,” not “passengers” or “clients,” which gives a more welcoming tone.

Airlines have begun to give passengers a “bill of rights,” which promotes good customer service. One company that began to do so was JetBlue Airlines, who created their “bill of rights” after problems during a bad storm at their New York hub. Their “bill of rights” outlined passenger compensation due to delays or cancellations.

What did WestJet due to compete?

Instead of creating a “bill of rights” after a problem occurred they decided to use a similar idea as a unique marketing tool. WestJet created a “Care-antee,” which promises customers they will not overbook flights, that they will not charge for bags. They also make subjective pledges such as providing overhead bins and “ample” leg room. This allowed WestJet to yet again set themselves apart from other airlines in their attention to customer satisfaction.

“The ‘Care-antee’ is a set of promises we vow to uphold in good times and bad” Bob Cummings, executive vice president, guest experience and marketing. “It’s a very public commitment to our guests that we continue to deliver exceptional customer service and value, especially now when they need it most” (The WestJet "Care-antee", 2009)

Recently Air Canada started to charge $25.00 for the first checked bag to flights to the U.S. WestJet however, has stuck by their values and has not begun charging for bags. It’s hard to say whether or not they will begin charging for checked bags, but with their continued strong focus on customer satisfaction it’s unlikely.

The WestJet "Care-antee". (2009, August 18). Retrieved from http://www.trading-markets.com/.site/news/Stock%20znews/2282291/.

Next Post: Working With WestJet Part I

WestJet Customer Care Part I

There are of course many different business strategies and practises, but one has always stood out, the customer comes first.

Pretty simple, right?

Well, these days this practise has seemed to fall by the wayside while companies focus on profits rather than customer service. But it would stand to reason; if you put customers first won’t that benefit profits, as well as the company’s brand? First and foremost customers care about how they’re treated. This will keep the customer coming back, and in turn lead to good word-of-mouth.
WestJet is at least one company that hasn’t seemed to give up this practise, at least when it comes to airlines. They’ve always seemed to set themselves apart with their focus on customer satisfaction and making flying with WestJet fun, friendly and affordable.

While this practise seems great on paper, how does it actually work in the real world?

Well, after flying with WestJet, as well as many other airlines their customer service does stand out. One thing I’ve noticed, at least while in the air, is the service of the stewards and stewardesses. They always seem to care and definitely put your needs first. I feel this is very important since I find flying really uncomfortable. The last thing you want on top of motion sickness, bad food and being cramped into a plane like sardines is unfriendly service.

Next Post: WestJet Customer Care Part II: WestJet’s “Care-antee.”

Introduction Post

Welcome!

In this blog rather than just listing facts about WestJet I want to explain some of their business practises and values as well. Since formed WestJet has tried to separate themselves from other airlines. They’ve always had a unique way of running their company and marketing themselves so I want to use this blog to explain what they do differently.

The questions I want to raise and answer are:

1.      Why does WestJet focus so much on the customer as opposed to other aspects of their company?

2.      How does WestJet treat their employees? What is it like to work at WestJet? What are some of the benefits of working for WestJet?

3.      How does WestJet compare to other airlines and what do they do differently?

4.      How do they market themselves?

Next Post: WestJet’s Customer Care Part I