Abstract

The case discusses the customer service offered by the Calgary-based WestJet Airlines Ltd. (WestJet). WestJet established its culture on the lines of US-based airline Southwest Airlines’ positive company culture and developed a culture of care with the motto ‘we succeed because I care’. The WestJetters, as the employees were called, ensured that the passengers (referred to as guests) had a pleasant experience with the airline both in-flight and on the ground. The customer facing and frontline employees were empowered to ensure a remarkable experience for the guests. Through its exceptional customer service, WestJet earned a stellar reputation, multiplying the number of guests, WestJetters, and revenues. With expansion, WestJet started receiving complaints about deteriorating customer services and slipping on-time performance. Moreover, WestJet was blamed for compromising on passenger safety when it reduced the ratio of flight attendants to passengers.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• Understand the importance of customer service in the service industry, especially in the airline industry.
• Highlight the importance of customer service in relation to the WestJet case.
• Study the importance of culture in enhancing customer service.

Keywords

WestJet, Customer Service, In-flight Service, Customer-centric company, Service management