Originally Posted by
FlyerJ
I departed YYC this morning through U.S. departures.
The line for WestJet “customer assistance” (I think it’s called) was massive — and I assume most of those poor people waiting there were only checking a bag. Meanwhile hardly anyone was using the self-serve bag drops.
And there didn’t seem to be any WS person trying to guide people to use the self-serve option.
I think most travellers are just conditioned to line up to check a bag. It’s on the airline to guide people to better options when they’re available.
I think that saying the average WS traveller is unsophisticated is the most charitable way to put it. Downright clueless is likely closer to accurate.
I travel on both AC and WS quite a bit, and the difference in traveller savvy is shocking, to say the least. My home airport is now YYJ, and boarding/deplaning a Westjet flight there will take years off your life, both literally and figuratively. I mean, half the people were likely alive when the Wright brothers invented flight, so you would think they understand how this works, but still…
The OPs experience is shocking, and I would be pressing WS about the agent who was “managing” the line. What, she thought you were on the 11, 12, 2 or 5PM direct JFK flights? Talk about clueless. And the comments about having staff to manage the line are bang on. AC always have people hanging around the kiosks at YYC and helping those who need it.
But, these sort of service standards are well in line with how Alexis is running WS into the ground, so unsurprising I guess.