Apology Accepted
Feb 16, 2009, 4:46 pm
#1
Guest
Posts: n/a
Apology Accepted
Just got a Westjet e-mail apologizing for December 8 flight delay Edmonton-Winnipeg. I never complained to about it. (The delays put us back a few hours). With the email is a credit (the cost of the original flight) and a request for my continued loyalty.
Over the years this airline has continued to pleasantly surprise me, in many ways. With all the crappy customer service out there, they really do stand out. Great to have them in the mix.
.
Over the years this airline has continued to pleasantly surprise me, in many ways. With all the crappy customer service out there, they really do stand out. Great to have them in the mix.
.
Feb 16, 2009, 10:13 pm
#3
Join Date: Oct 2003
Location: YVR
Programs: WS Platinum, former AC E35K
Posts: 6,335
AC wouldn't do this if the pax was a SE on a paid J fare. I'd be impressed if a SE in J even got 50 dollars.
Feb 17, 2009, 6:40 am
#4
Join Date: Jul 2005
Location: Ontario, CAN
Posts: 5,813
Just got a Westjet e-mail apologizing for December 8 flight delay Edmonton-Winnipeg. I never complained to about it. (The delays put us back a few hours). With the email is a credit (the cost of the original flight) and a request for my continued loyalty.
Over the years this airline has continued to pleasantly surprise me, in many ways. With all the crappy customer service out there, they really do stand out. Great to have them in the mix.
Over the years this airline has continued to pleasantly surprise me, in many ways. With all the crappy customer service out there, they really do stand out. Great to have them in the mix.
Feb 17, 2009, 11:51 am
#6
Join Date: Dec 2008
Location: Delta, BC
Posts: 1,646
Not that I don't doubt the importance of "brand image" and the connection to profitability, Westjet can afford to do what they did because their costs are lower in other areas. The positive PR from something like this has a large value well beyond the cost in direct advertising.
Feb 17, 2009, 5:31 pm
#8
Guest
Posts: n/a
Then you'd blow your stack when I tell you they flew me to Costa Rica last year. But they don't fly to Costa Rica, you say? EXACTLY.
These guys live their "care" brand to the core. Seen it time and again.
Believe me, I write ads for living and am as jaded as they come.....
jong866 you should be proud. That mantra they've given you should make you happy. It's amazing what real humans, treating others like real humans can do. And yes, some of us notice! So tell me, do they train you specifically how to live the brand when they hire you?
These guys live their "care" brand to the core. Seen it time and again.
Believe me, I write ads for living and am as jaded as they come.....
jong866 you should be proud. That mantra they've given you should make you happy. It's amazing what real humans, treating others like real humans can do. And yes, some of us notice! So tell me, do they train you specifically how to live the brand when they hire you?
Feb 18, 2009, 5:48 am
#9
Join Date: Jun 2008
Location: YYC, Canada
Programs: AC 35k
Posts: 1,898
I'm interested to see WJ finally launch a FFP.
Feb 22, 2009, 7:57 pm
#10
Join Date: Dec 2008
Posts: 10
It's all about trickle-down, and it works!
Feb 23, 2009, 9:01 am
#11
Join Date: Mar 2000
Location: YVR
Posts: 9,999
Business sense? They've been making money hand over fist almost continuously since they began. I'd say their "business sense" is a great deal more acute than most businesses in Canada, North America, or even the world.
Mar 15, 2009, 7:13 pm
#14
Join Date: Jan 2009
Location: Southern, Ontario
Programs: Aeroplan, Asia Miles, AAdvantage
Posts: 40