Originally Posted by
FlyerJ
Service quality in the front cabin has definitely taken a hit. (Back cabin too)
The Platinum acknowledgement/thank-you from the FA in Premium, as I mentioned before, has all but disappeared. (The one time in 2023 that I received it, it was awesome — and it honestly made my day. So kind and so sincere.)
While the FAs are generally nice, a concerning number do seem to just be going through the motions — like they’re just following a checklist of required tasks rather than trying to offer any kind of sincere hospitality.
The crazy thing is that offering “sincere hospitality” rather than just going through the motions costs WestJet absolutely nothing — but would make a massive difference in customer satisfaction and loyalty.
When I complete a flight where I had amazing service or sincere crew interaction — it really stands out, it builds my loyalty, and I tell people about it. I fly a lot, and find that it really doesn't happen often. Everything else on any airline is just a sea-of-sameness — the product and price don’t do much to differentiate.
Sadly, the enhanced multi day service training that the first 787 cabin crew members received ended with the pandemic and was not brought back. New to 787 cabin crew members receive in person safety and emergency training on the 787 but service training is now done online and by on the day training with existing cabin crew.