WestJet: Excellence in Customer Service

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.