WestJet consistently fails to meet 10 day response time promise
Feb 19, 2016, 4:50 pm
#1
Original Poster
Join Date: Aug 2013
Location: YYZ
Posts: 72
WestJet consistently fails to meet 10 day response time promise
Just to be clear, my gripe here isn't that WestJet takes more than 10 days to respond to a customer service ticket. Unfortunately, this is par for the course in the aviation industry.
It's that it adamantly sets a target and then fails to meet that standard. I've had this experience several times now, here's an example:
Note that the response time promised is ten days. Not ten business days.
It's been twelve days now. And yes, I've checked my spam folder.
Again, I'm fine with it taking a few weeks for someone to get around to my email. But I think over-promising and under-delivering is a recurring problem that WestJet management really needs to consider and address.
It's that it adamantly sets a target and then fails to meet that standard. I've had this experience several times now, here's an example:
Thank you for contacting us. Your satisfaction as a WestJet Rewards member and our guest is important to us, and we will do our best to assist you. Please note that we will respond to your inquiry within ten days. Might be sooner – but rest assured it won't take any longer.
It's been twelve days now. And yes, I've checked my spam folder.
Again, I'm fine with it taking a few weeks for someone to get around to my email. But I think over-promising and under-delivering is a recurring problem that WestJet management really needs to consider and address.
Feb 26, 2016, 1:30 pm
#3
Company Representative: WestJet
Join Date: Mar 2010
Location: Calgary
Programs: WestJet Rewards
Posts: 292
Hi swonder,
You're absolutely right!
We should definitely be under-promising and over-delivering - not the other way around.
Until we can consistently hit the target turnaround time, we've removed the reply promise from the email.
Trust you should hear from the team soon if not already.
Thanks,
Darren
You're absolutely right!
We should definitely be under-promising and over-delivering - not the other way around.
Until we can consistently hit the target turnaround time, we've removed the reply promise from the email.
Trust you should hear from the team soon if not already.
Thanks,
Darren
Mar 8, 2016, 9:49 pm
#4
Join Date: Aug 2002
Location: YYZ/MGA
Programs: AA 1MM Lifetime Gold, AA Platinum, WS Gold, Marriott Bonvoy Gold
Posts: 7,607
Hi swonder,
You're absolutely right!
We should definitely be under-promising and over-delivering - not the other way around.
Until we can consistently hit the target turnaround time, we've removed the reply promise from the email.
Trust you should hear from the team soon if not already.
Thanks,
Darren
You're absolutely right!
We should definitely be under-promising and over-delivering - not the other way around.
Until we can consistently hit the target turnaround time, we've removed the reply promise from the email.
Trust you should hear from the team soon if not already.
Thanks,
Darren
Next schedules with no arrival times. Never be late.