WestJet: Excellence in Customer Service

In 2013, Calgary, Canada-based WestJet Airlines Ltd. (WestJet) was named Canada’s most-preferred airline in a national study of Canadian flyers by Leger Marketing . WestJet was rated as the most trusted airline and the one that offered the best customer service. In 2011, WestJet was awarded the prestigious J D Power Customer Service Champion Award by global marketing information services company J D Power and Associates for demonstrating the highest level of customer service.

Since its inception in 1996, WestJet’s focus had been on enhancing customer service. The WestJetters, as the employees were called, ensured that the passengers (referred to as guests) had a pleasant experience with the airline, right from the time the customers made contact with them, through their journey, and after too...