I have been very frustrated with the WS Gold line lately. The hold times are increasing all the time, and it is not uncommon to take 15 minutes to get through nowadays. Putting that aside, I have found the service to have decreased dramatically. A prime example is that since the existence of the Gold Line, the Gold agents have always allowed me AND my wife (on same reservation) to make same day changes to a flight. Now I know that this is not technically in the terms, but they have always done it. In fact, when I brought this up at the Westjet Gold dinner that WS Executives held in Calgary, they said that WS Gold agents have the leeway to always allow this. The last two times, they have charged me $100 to change my wife. There have been numerous other things where they have just been much less accommodating lately. I don't know if this is new direction from the top or what, but it isn't the best experience lately

Thanks,

Kendal