[MENTION=368316]canadave[/MENTION] I agree, their IT is not great. Sort of like their Westjet rewards program. One problem you describe is their Westjet dollars which I can understand why you want to get rid of them especially now as their is very little value with them. As well the ability to need to talk to an agent as online options are so limited are really two big areas that should be improved.

There are so many problems with travel right now with the biggest in my opinion being the lack of demand and changing demand because of the uncertainties Covid has brought us. With this Westjet wants to schedule as many flights as possible to capture as many customers, but also doesn't want to fly empty planes. So many cancellations has caused chaos and with their current IT and lack of customer service representatives, the situation for a customer is just not great right now.

Myself I flew a higher percentage of Air Canada vs Westjet flights then usual and can tell you the grass is not exactly green with Air Canada. I had every single flight changed but was able to cancel change online which was good. However of the remaining flights that went, every single flight departed and arrived late. Many were an hour or more late which was a real pain in the neck.

Westjet on the other hand, managed a nearly perfect on time performance. So although I am not pleased with the Westjet dollars and loyalty program, nor am I pleased with the IT (changing flights, cancelling, handling WJD, viewing seat maps, changing seats, etc...) and the "hours on hold or multi day call back delay" to speak to customer service, their on time performance is what is making me book with WJ for future flights.