Plus vouchers? New Gold benefits on their way?!
Sep 18, 2015, 11:45 am
#31
Company Representative: WestJet
Join Date: Mar 2010
Location: Calgary
Programs: WestJet Rewards
Posts: 292
Sorry for the delay, folks.
The reason for the call-to-action a few months back was two-fold:
1. Many Gold members did not have addresses in their files
2. Much of the address data that we did have was corrupt.
It's taken all summer to get it all sorted out. We're slowly making headway but still need another month or two.
As we mentioned a while back, it's not a big or particularly expensive package - don't go thinking we've been packing them for months!
Cheers,
Darren
The reason for the call-to-action a few months back was two-fold:
1. Many Gold members did not have addresses in their files
2. Much of the address data that we did have was corrupt.
It's taken all summer to get it all sorted out. We're slowly making headway but still need another month or two.
As we mentioned a while back, it's not a big or particularly expensive package - don't go thinking we've been packing them for months!
Cheers,
Darren
Sep 19, 2015, 5:06 pm
#33
Join Date: Dec 2014
Posts: 26
Sorry for the delay, folks.
The reason for the call-to-action a few months back was two-fold:
1. Many Gold members did not have addresses in their files
2. Much of the address data that we did have was corrupt.
It's taken all summer to get it all sorted out. We're slowly making headway but still need another month or two.
As we mentioned a while back, it's not a big or particularly expensive package - don't go thinking we've been packing them for months!
Cheers,
Darren
The reason for the call-to-action a few months back was two-fold:
1. Many Gold members did not have addresses in their files
2. Much of the address data that we did have was corrupt.
It's taken all summer to get it all sorted out. We're slowly making headway but still need another month or two.
As we mentioned a while back, it's not a big or particularly expensive package - don't go thinking we've been packing them for months!
Cheers,
Darren
Sep 21, 2015, 7:41 am
#35
Join Date: Dec 2010
Location: Calgary
Programs: Altitude E50K, WS Gold (status match)
Posts: 1,211
Plus vouchers? New Gold benefits on their way?!
No no. Definitely not just bag tags. I would say it's a fairly complete package: bag tags, membership card and some printed plus upgrades certs.
Sep 21, 2015, 7:48 am
#36
Join Date: Nov 2008
Location: YYC
Programs: Hilton Diamond, Fairmont Plat, IHG Spire, SPG Gold, WS Gold, Hertz PC, National E Elite,
Posts: 2,764
Sep 21, 2015, 9:28 am
#37
Join Date: Jan 2010
Location: Okanagan, BC (usually YLW)
Programs: WS Platinum 18K so far this year
Posts: 418
This kind of captures my frustration with westjet. Why do they complicate the simple? If you really need the addresses and don't have them (really??? you had our addresses when we signed up and every time we book a flight) then send an email where we know we won't get the magical benefits without it.
Similarly - I have "free seat assignment" as a gold. Great, so if I book a non-plus seat I have to phone in, go through all the credit card stuff to get my $ back. I lose money in time doing that. That's NOT a benefit.
All the plus benefits are accompanied by "friction" as a customer, phoning in, gate agents deciding not to call golds, no easy access to lounge vouchers - print them at home? Really? Even the general check in process for westjet - print your bag tags only to go to a person who has been sitting wating for you to print them. Helps westjet (?) but not the customer who has to work the kiosk (supported by another staff person who half the time ends up printing them anyways).
Long story short, westjet has good people - it's just too bad they need them so much because of their lousy "systems".
Similarly - I have "free seat assignment" as a gold. Great, so if I book a non-plus seat I have to phone in, go through all the credit card stuff to get my $ back. I lose money in time doing that. That's NOT a benefit.
All the plus benefits are accompanied by "friction" as a customer, phoning in, gate agents deciding not to call golds, no easy access to lounge vouchers - print them at home? Really? Even the general check in process for westjet - print your bag tags only to go to a person who has been sitting wating for you to print them. Helps westjet (?) but not the customer who has to work the kiosk (supported by another staff person who half the time ends up printing them anyways).
Long story short, westjet has good people - it's just too bad they need them so much because of their lousy "systems".
Sep 24, 2015, 7:40 pm
#39
Join Date: Oct 2012
Location: YYC
Programs: AC SE
Posts: 2,341
Disappointing execution
Sorry for the delay, folks.
The reason for the call-to-action a few months back was two-fold:
1. Many Gold members did not have addresses in their files
2. Much of the address data that we did have was corrupt.
It's taken all summer to get it all sorted out. We're slowly making headway but still need another month or two.
As we mentioned a while back, it's not a big or particularly expensive package - don't go thinking we've been packing them for months!
Cheers,
Darren
The reason for the call-to-action a few months back was two-fold:
1. Many Gold members did not have addresses in their files
2. Much of the address data that we did have was corrupt.
It's taken all summer to get it all sorted out. We're slowly making headway but still need another month or two.
As we mentioned a while back, it's not a big or particularly expensive package - don't go thinking we've been packing them for months!
Cheers,
Darren
Fast forward more than 5 months, and WS still hasn't done anything visible regarding this request. If this was intended to be a longer term project, you shouldn't be putting such a short fuse on asking your customers to respond and then explicitly setting up the expectation that they'd be receiving the packages in the spring.
If you're trying to woo over top tier members from AC, this clearly isn't doing it.
From the original e-mail on April 19:
---------
You've got some perks coming. Do we have the right address?
New Gold vouchers coming your way. Please confirm your mailing address by April 23.
Great news for our valued Gold members: this spring, you can expect a package in the mail from us (yes, we're kickin' it old school) containing some exciting new travel vouchers. To ensure you don't miss out, please take a moment now to confirm that the address below is current and complete.
If everything is in order, great – no further action is required. However, if the information is no longer current or is incomplete (or appearing as blank because we do not have your mailing address), please sign in to your account by April 23 to update your mailing information, including postal/zip code and country.
Action required by: April 23, 2015
Sep 24, 2015, 7:42 pm
#40
Join Date: Oct 2012
Location: YYC
Programs: AC SE
Posts: 2,341
Sep 25, 2015, 9:52 am
#41
Join Date: Jan 2015
Location: YXE
Programs: WS Gold, SPG Plat, Nexus, HDC Gold, CCarlson Gold, HHonors Diamond,
Posts: 130
Perfectly stated gcashin
Westjet is trying to market to the business traveller as evidenced by the website marketing, Plus fare changes (which are a failure in my opinion), and the most recent tier matching offers to get more Gold tier travellers that of course fly more.
They are failing on all fronts for the business traveller I feel however. The new Plus fare structure is way out of line with the product provided and most of the Plus perks are negated by fact that tier travellers have those perks already. The Gold tier benefits are weak, which WS seems to acknowledge through the email discussed in this thread, but here we are half a year later with nothing done.
Only 8 seat vouchers and 14 lounge vouchers a year? How many flights does it take to hit Gold? A lot more than that I'd expect. I went out and bought a lounge membership instead, money I wouldn't spend through an AC tier benefit of MLL access.
Westjet is trying to market to the business traveller as evidenced by the website marketing, Plus fare changes (which are a failure in my opinion), and the most recent tier matching offers to get more Gold tier travellers that of course fly more.
They are failing on all fronts for the business traveller I feel however. The new Plus fare structure is way out of line with the product provided and most of the Plus perks are negated by fact that tier travellers have those perks already. The Gold tier benefits are weak, which WS seems to acknowledge through the email discussed in this thread, but here we are half a year later with nothing done.
Only 8 seat vouchers and 14 lounge vouchers a year? How many flights does it take to hit Gold? A lot more than that I'd expect. I went out and bought a lounge membership instead, money I wouldn't spend through an AC tier benefit of MLL access.
Sep 27, 2015, 9:39 am
#42
FlyerTalk Evangelist
Join Date: Sep 1999
Location: Toronto, Ontario, Canada
Programs: OWEmerald; STARGold; BonvoyPlat; IHGPlat/Amb; HiltonGold; A|ClubPat; AirMilesPlat
Posts: 38,186
Maybe with a consumer-focused President (former Canadian Tire exec) marketing will be improved. (Not sure who was responsible for the viral web campaigns at Christmas, but that innovation has not been reflected in other marketing initiatives.) I would have expected the mailed package to be timed to be received in the first week of September and focus on the new Plus service and any other enhancements for business travelers.
Sep 28, 2015, 11:20 am
#43
Suspended
Join Date: Jun 2009
Location: YYZ
Programs: AC E50K (*G) WS Gold | SPG/Fairmont Plat Hilton/Hyatt Diamond Marriott Silver | National Exec Elite
Posts: 19,284
Sep 29, 2015, 12:17 am
#44
Join Date: May 2013
Location: west coast best coast
Programs: TINDER GOLD, STARBUCKS GOLD, COSTCO EXECUTIVE!!
Posts: 3,989
I don't think bag tags are ever a waste of money. It's free advertising for the airlines, and actually keeps customers loyal, like a physical membership card. I'm actually shocked how airlines would scrooge at mailing elite packs but spend thousands on worthless advertisements. I'm looking at you, United.
Oct 13, 2015, 7:35 pm
#45
Join Date: Jan 2015
Location: YXE
Programs: WS Gold, SPG Plat, Nexus, HDC Gold, CCarlson Gold, HHonors Diamond,
Posts: 130
They're on the way!
I just got off the line with WestJet (changing a flight) and while we were talking she mentioned a Gold member package I would be receiving shortly. I of course rolled my eyes, chuckled ever so lightly, and said okay sure, but when? I'm told they were sent out late last week and we should all be receiving them shortly. I'm toild the internal memo regarding the packages was sent out on Oct.4 (or was it Oct.9th...).
Knowing how curious most of us are, I pressed to see if she could share any details. She was able to share what they called the "main" items that we'll be receiving, which are:
- 4 PLUS Fare Upgrade Vouchers
- Personalized Baggage Tags
- Personalized letter
I'm sure there was a fourth, but I'm blanking out now... will edit if I recal.
I just got off the line with WestJet (changing a flight) and while we were talking she mentioned a Gold member package I would be receiving shortly. I of course rolled my eyes, chuckled ever so lightly, and said okay sure, but when? I'm told they were sent out late last week and we should all be receiving them shortly. I'm toild the internal memo regarding the packages was sent out on Oct.4 (or was it Oct.9th...).
Knowing how curious most of us are, I pressed to see if she could share any details. She was able to share what they called the "main" items that we'll be receiving, which are:
- 4 PLUS Fare Upgrade Vouchers
- Personalized Baggage Tags
- Personalized letter
I'm sure there was a fourth, but I'm blanking out now... will edit if I recal.
