We welcome more than 20 million guests on board every year and we are thrilled to be the first Canadian airline to respond to their needs around the clock on social media. Guest care has been at the core of WestJet’s success since the beginning and we made this further investment in our social presence to continue to meet the evolving needs of our guests. With our international expansion it is critical to be available to provide customer service on time-sensitive issues outside of a nine-to-five world.
WestJet’s Social Care team includes a seat in the “heart” of WestJet’s operation, the Operations Control Centre, which provides the team access to real-time updates on flight activity and other important information that could impact a guest’s travel experience. In addition to answering social media inquiries, WestJet’s Social Care Specialists also interact with fans and followers who share the brand’s passion for travel and all things aviation.
The Social Care team is comprised of WestJetters from a variety of backgrounds whose experience provides the team with a broad knowledge of our business and operations so that we can reply quickly with accurate information. The team includes a former inflight cabin crew member (a.k.a. flight attendant) who will be able to tell you exactly what kind of drink and snack selection to expect on a variety of flights or share some suggestions for flying with an infant. We also have a former member of our Calgary Airport Turn Around Crew (TAC) who can tell you what happens in the bag room and out on the ramp while an aircraft is at the gate. Of course, we also included WestJet Owners with a background in taking care of our guests’ travel needs via the phone, email or other methods of contact so that we can answer questions about flight schedules, destinations, baggage info, or whether you will be flying on the Magic Plane, Frozen Plane or an aircraft with WestJet Connect.
WestJet has a reputation for being a leader in social media in Canada. We look forward to continuing to raise the bar for social customer service both domestically and internationally with our Social Care team.
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