WestJet "Passenger Perks" - Westjet switching to Sabre

I've heard from my travel agent that based on an e-mail received, it stated that Westjet would be switching to Sabre for its reservations system.

Westjet will also be participating in BSP Canada and ARC (US) for ticketing and payment settlement. This could possibly mean that Westjet would start to have interline e-ticket agreements with various airlines.

Does this mean that Westjet is now going to be a one-class full service carrier?

I've heard from my travel agent that based on an e-mail received, it stated that Westjet would be switching to Sabre for its reservations system.

I think they announced this in February???

http://www.travelpulse.com/Resources/Editorial.aspx?n=52094

This could possibly mean that Westjet would start to have interline e-ticket agreements with various airlines.


=)

They've already announced partnerships with Southwest, Air France and KLM and will be announcing more with British Airways, Cathay Pacific and China Airlines.

Here are the details:

CALGARY — WestJet’s target implementation cutover date for its new SabreSonic Customer Sales and Service reservation system will be Oct. 16.

“Please be aware that our reservations system will be unavailable during our cutover window and this is applicable across all our distribution channels; GDS, westjet.com, and our call centre,” said the company.
The system implementation is expected to be completed by the early hours of Oct. 17.

In addition to its Sales Super Centre and the GDS systems, the platform for WestJet’s new Agent WEBLink will also be run by the SabreSonic web product.

There's now a notice on the main Westjet webpage saying that the res system is changing, and to download/copy the flights you have booked and profile info because neither will be available on the new system.

I need to book a trip today too... good thing they let me know to download the info!

Tomorrow is the day folks! New Reservation System!

There's now a notice on the main Westjet webpage saying that the res system is changing, and to download/copy the flights you have booked and profile info because neither will be available on the new system.

I need to book a trip today too... good thing they let me know to download the info!

Where does it say this exactly, i can tseem to find it?

Where does it say this exactly, i can tseem to find it?

Interesting. It's gone now - was there when I last checked the site. Was where the login fields are on the start page.

Interesting. It's gone now - was there when I last checked the site. Was where the login fields are on the start page.

Awh. Well they're putting up a notice tomorrow at 2pm Mountain Time announcing the site will be down as of 3pm Mountain time.

So from 3pm Mountain time until the upgrade is done, there will be no access wo WJ.com, a splash page will be up until the upgrade is done...

No flights will be able to be booked, changed or cancelled during the change over.

I just re-logged in to buy a ticket and the notice appears where the login fields are. Thanks for the info on the cutover.. brave to do it during the day!!! Any ideas on how long the system will be down?

'Till the Early hours of Oct 17th. as per everyhting we've been told.

I'm flying out tomorrow to YYC so, hope its not a ....-show! Mind you the cutover isnt until WELL after I fly

The new interface is a bit clunky. I liked the old version where it would show you non-stops at the top of each selection screen. Now they're buried in the other flights.

I also seem to now have no way to check my currently held itineraries. Hopefully there's no sked changes!!!!

The online system, could not complete my reservation or seat selection... I was presented a page asking me to call to complete the reservation, although it does say how much my credit card was charged.

The westjet site says the itinerary is not ticketed, but virtuallythere says confirmed... there could be a lot of upset people who missed the message at the top of the booking confirmation page, but when they click the link to virtuallythere are under the impression that everything is OK.

The new interface is a bit clunky. I liked the old version where it would show you non-stops at the top of each selection screen. Now they're buried in the other flights.

I also seem to now have no way to check my currently held itineraries. Hopefully there's no sked changes!!!!

Hi BillyBob! I just went to the new website, and it appears that there is a tab that you can click on to choose "non stop only" or "non stop and connecting" flights. If you choose "non stop only" it brings up only those flights. Hope that hint helps you out next time! :)

I found the Check Schedules link and it seems that it will not list all departures from a city for an entire week. You must now enter in a destination city, whereas on the old system you could leave the destination city blank and it would list every single destination city and whether it was a non-stop flight or if the flight required connections. I much prefer the old system for checking out the route schedules.

this cutover was disgraceful. I infrequently visit westjet.com and received no notification of any changes (wouldn't it have been appropriate to email all profiles of the pending change and actions we should take?)

My profile is gone and I can no longer access details of upcoming flights. Furthermore, functionality seems to have been reduced specifically there is no longer an ability to add multiple passengers onto my profile. I travel with my wife and son a fair bit and it was easy to book a flight for all of us with their details stored under my profile...no more!

Looks like AC.com, for all it's issues, comes out ahead.

The new interface is a bit clunky. I liked the old version where it would show you non-stops at the top of each selection screen. Now they're buried in the other flights.

I also seem to now have no way to check my currently held itineraries. Hopefully there's no sked changes!!!!

The previous system worked fine...so, let's mess it up because someone sold us a bill of goods. As with others, cannot log in to the website...tells me that I am not registered...and having to use this stupid "Verified by Visa" faux-security-mode will cause problems for us making reservations for other travelers and having their cards billed directly. Other airline sites are much easier to navigate.

this cutover was disgraceful. I infrequently visit westjet.com and received no notification of any changes (wouldn't it have been appropriate to email all profiles of the pending change and actions we should take?)

My profile is gone and I can no longer access details of upcoming flights. Furthermore, functionality seems to have been reduced specifically there is no longer an ability to add multiple passengers onto my profile. I travel with my wife and son a fair bit and it was easy to book a flight for all of us with their details stored under my profile...no more!

Looks like AC.com, for all it's issues, comes out ahead.

WS did email everyone at least twice. I've a very inactive account and I still got two emails.

It does appear that SABRE dropped the ball big time on this one. One would definitely expect issues with a cutover like this, but it will definitely hurt WS and its employees in the very short term. Truth be told, this is a big project and most people cannot grasp the technicalities of moving from a LCC-esque system such as Navitaire to a 'Big Boy' system like SABRE. It will be a major accomplishment when all is said and done and the dust settles.

The upside to this is that lessons will be learned and hopefully B6 will not have to go through the same issues when they migrate from Navitaire to SABRE.

While not wanting to kick WS when they're down, pardon the pun, there was the same issues with WS Vacations when they "upgraded" their res. system 4-6 weeks ago and beyond the downtime they new system wound up being less user friendly as the previous model, at least IMHO as someone who uses it dozens of times a day.

Good luck to WS as lately they've needed it.

If i may ask politely, How exactly is the new WJ.com not as user friendly?

And WestJet switched from a program called OpenSkies to SabreSonic :)

Really? Guess they didn't email everyone then....

WS did email everyone at least twice. I've a very inactive account and I still got two emails.

My profile is gone and I can no longer access details of upcoming flights. Furthermore, functionality seems to have been reduced specifically there is no longer an ability to add multiple passengers onto my profile. I travel with my wife and son a fair bit and it was easy to book a flight for all of us with their details stored under my profile...no more!

If i may ask politely, How exactly is the new WJ.com not as user friendly?

And WestJet switched from a program called OpenSkies to SabreSonic :)

If i may ask politely, How exactly is the new WJ.com not as user friendly?

Well, now that it's actually working my first impression is:

- no at a glance whether the day prior or day later is cheaper as you have to modify search on the right hand side of the screen, which is more not less complication.
- no OJ capability, only OW or RT and no OJ as previous and goodness still no multi-city as there IMHO should be.
-there is no laymans explanation of what the tax codes are on the booking screen. Being a TA I may know what AIF, ATSC and/or NAV means but does the general flying public? Doubtful.

I would highly encourage everyone to email Westjet with your concerns regarding Sabre and the functionality/ease of use issues (or lack thereof) of the website. Make your voices heard, re: the functions that have been identified on this site as ones that you would like/not like to see, to the people who make things happen over at Westjet, as they may or may not be lurking on this site.

The previous system worked fine...so, let's mess it up because someone sold us a bill of goods.

Navitare is sunsetting "Open Skies", WS had no choice but to pick a new res system. Navitare did offer "New Skies" but even that would have been painful to move to (i.e. look at FL's transition a couple of Septembers ago).

Changing a res system is the hardest thing an airline will ever do. It never is flawless and most times very painful (i.e. the HP/US integration). Additionally the new res system will typically launch without all of the bells and whistles of the old in order to reduce risk. New features will be quickly added after a successful cutover.

I understand the frustration, but I think you should all cut WS a break. They know it wasn't a great cutover and you all miss the old functionality. They will re-add the old features and most likely bring you many new ones. Sabre is a fantastic platform but has a much steeper learning curve than a simple system like "Open Skies". In the end it will be worthwhile.

I understand the frustration, but I think you should all cut WS a break.

Like many things in life - an explanation does not qualify for an excuse. In other words, I understand Westjet/Sabre made some errors but no, I will not cut WS a break. They made a mistake in testing the system prior to cutover and should be taken to task for that error and take pro-active steps to repair customer relations.

Listen, if anything no one should be giving WS a break here. If you look it up, you will see that WS has been in the 'search for new system' game for over 5 years now. They had initially selected a system developed by Cendant (now Travelport)/IBS, had a great deal of functional input into it, then completely dropped out because WS was growing impatient with the development process.

So, they selected SABRE about a year later and for all intensive purposes this was a great choice as they have the reputation and knowledge/experience to get WS cutover properly. HOWEVER, WS is an extremely demanding customer (I know, I've dealt with them in the past) and its own impatience was its undoing here. SABRE [sonic] is a very stable system, but when you are cutting over from an LCC system to a legacy system (and yes, call it whatever you want, Sabresonic is still SABRE with a GUI , which is a legacy system) it requires a lot of patience as the coding is completely different.

So, we shall see in the coming days/weeks how this irons out. Hopefully WS can recover quickly from this as it appears they are already on their way.

After being in SFO in line for over an hour to check a bag last Sunday and having them hand write bag tags and boarding passes I thought I was back in the dark ages. Seats were also assigned by stickers as they had no advance seat info. There were some unhappy campers that had paid extra for seat assignments in advance that did not get them. The F/A's had to count on board over and over the M/W/C numbers by section. Then we were further delayed as the computer could not do the weight and balance and they had to wait for it to be "phoned" in. We were over 1.5 hours late. Can't understand why they just did not comp a round of drinks to those that were willing to pay for them as most pax nerves were fried after all this and people were fretting about connections. From YYC to YEG when we showed the gate agents the hand written bp's to get our seats they could not believe it. That flight was over 1 hour late.

Tuesday we were .5 hours late from YEG to YYC but we were able have modern bp's and tags at the counter. We did make our connection only because the flight to SFO was late by over an hour due to flow control but the actual flifo showed "WS" as the reason for the delay.

I did have to call to reservations number on Saturday as the system could not find my res. I was afraid it was cancelled or something. This is when I found out about the cut over. That as almost an hour queue. The problem was because my old res had numbers in it. It did finally let me check once I had the new res number but the BP's had red X on them so they were basicly useless. On Monday I could check in online but the BP's came out as a blank square.

Once we were in the air all was fine but I wish they were a little more forth coming with the info

Sean Durfy has sent an email saying they're sorry. That's already way more than what Air Canada does or would do.

On October 17, 2009 WestJet successfully implemented a new reservations system. This upgrade was made to allow us to expand the services and offerings we can provide. We anticipate that this new, state-of-the-art system will allow us to introduce many exciting initiatives that will be of great benefit to you, our guests, such as seamless connections to other airlines around the world.

While the system itself was successfully installed, there have been slowdowns at the airports this week and many of our guests have spent too long on the phone trying to get through to one of our agents. This is not the WestJet experience that you have come to know and expect from us and certainly not how we would like our airline to be recognized.

As the caring airline that values a great guest experience, we understand that this week has been hard on those of you who have been trying to call us, fly with us or connect to our websites. For those who experienced delays or less than stellar service this week, we offer our heartfelt apologies.

In the coming weeks, we anticipate that the system will be humming along and that it will enable us to provide you with the top-notch guest experience you have come to expect with WestJet.

On behalf of the 7,500 WestJetters who are working hard to create an amazing experience for you, we thank you for your patience and look forward to welcoming you aboard in the near future.

Sincerely,
Sean Durfy
WestJet President and CEO

Listen, if anything no one should be giving WS a break here. If you look it up, you will see that WS has been in the 'search for new system' game for over 5 years now. They had initially selected a system developed by Cendant (now Travelport)/IBS, had a great deal of functional input into it, then completely dropped out because WS was growing impatient with the development process.

Virgin Blue and Virgin America also selected aiRES and abandoned it. I have no idea if WS was too demanding but it appears that aiRES is vaporware.

As a customer I guess there is no reason to cut them any slack, but changing a res system is highly prone to medium to large glitches.

...They had initially selected a system developed by Cendant (now Travelport)/IBS, had a great deal of functional input into it, then completely dropped out because WS was growing impatient with the development process.

So, they selected SABRE about a year later and for all intensive purposes this was a great choice as they have the reputation and knowledge/experience to get WS cutover properly. HOWEVER, WS is an extremely demanding customer (I know, I've dealt with them in the past) and its own impatience was its undoing here. SABRE [sonic] is a very stable system, but when you are cutting over from an LCC system to a legacy system (and yes, call it whatever you want, Sabresonic is still SABRE with a GUI , which is a legacy system) it requires a lot of patience as the coding is completely different.

Do you REALLY have any insight into the SW implementation process with either the Cendant or Sabre system???

Westjet rightly pulled the plug on the "new" reservation system when the developer couldn't meet deadlines and couldn't propose a solid plan to meet the requirements with an acceptable schedule and budget. No point pouring good money after bad.

How can Sabre be both a stable system and completely different coding? Do you actually know that Westjet demanded that cutover be on a certain date/time come hell-or-high-water and had a provider that would do so even if they knew testing was incomplete?

If Westjet was a demanding customer (not merely an impatient one), they would have insisted that pre-cutover testing requirements be met. So what was it?

WestJet should hang its collective head in shame for this mess. I can't change a ticket on the web and both this afternoon at 3:00 p.m. and tonight at 9:30 the wait time is estimated at over 60 minutes.

Heads should roll for this fiasco.

Just getting the line was nearly impossible, with constant busy signals...and then a 1hr+ wait on hold. We were traveling same day...we needed a confirmation immediately. Instead, we had to take Porter to YTZ ex YUL...and that would have been 8 sectors (4 pax r/t) used from our 20. Not only did we pay more to fly PD last minute, now, should we have a reduced need to go to YYZ, we might end up at year's end with an unused sector or 2, for which I will rightfully demand that WS extend the validity on, as they were unable to provide the service which I had purchased from them.

Finally, at 7:14 a.m. I got through today after a 25-minute wait on hold....:rolleyes:

They will re-add the old features and most likely bring you many new ones.

True as the 3 days plus/minus lowest fare at a glance is now back, thank goodness. ^

WestJet should hang its collective head in shame for this mess. I can't change a ticket on the web and both this afternoon at 3:00 p.m. and tonight at 9:30 the wait time is estimated at over 60 minutes.

Heads should roll for this fiasco.

Good Lord, has hell frozen over!? ;)

After being in SFO in line for over an hour to check a bag last Sunday and having them hand write bag tags and boarding passes I thought I was back in the dark ages. Seats were also assigned by stickers as they had no advance seat info. There were some unhappy campers that had paid extra for seat assignments in advance that did not get them. The F/A's had to count on board over and over the M/W/C numbers by section. Then we were further delayed as the computer could not do the weight and balance and they had to wait for it to be "phoned" in. We were over 1.5 hours late. Can't understand why they just did not comp a round of drinks to those that were willing to pay for them as most pax nerves were fried after all this and people were fretting about connections...

What there wasn't free pizza, rainbows, unicorns and pixies? I guess that onyl happens when the camera's are rolling. :D

Westjets new site stinks! its just like the rest of the other airlines! It used to show you which day had the lowest fare??? That was a great feature! They also say they are flying to 11 new destinations in the US? We can't find out what they are?

Westjets new site stinks! its just like the rest of the other airlines! It used to show you which day had the lowest fare??? That was a great feature!

It's back as I'd noted above.

No LaSabre (oddly Sabre is in your name!), not even close.

Hope they have it right before they start up SFO again in May 2010!

Do you REALLY have any insight into the SW implementation process with either the Cendant or Sabre system???

Westjet rightly pulled the plug on the "new" reservation system when the developer couldn't meet deadlines and couldn't propose a solid plan to meet the requirements with an acceptable schedule and budget. No point pouring good money after bad.

How can Sabre be both a stable system and completely different coding? Do you actually know that Westjet demanded that cutover be on a certain date/time come hell-or-high-water and had a provider that would do so even if they knew testing was incomplete?

If Westjet was a demanding customer (not merely an impatient one), they would have insisted that pre-cutover testing requirements be met. So what was it?

You have no idea, really. I won't write too much, but the basics were that WestJet initially signed on for a LCC computer system that could adapt as its needs changed over the course of a decade. The reality became that WestJet wanted to change itself overnight and needed codeshare functionality in the system that was scheduled for a later release (let me emphasize: SCHEDULED, as in WS agreed in advance). Hence, the breakup and write-off of aiRES.

Do your research on Navitaire's Open Skies and SABRE, when the systems were established and what roles each was intended to fill, then you will be able to answer your own questions/arguments.