WestJet: Excellence in Customer Service

WestJet’s origins dated back to 1994, when a businessman based in Calgary, Canada, Clive Beddoe (Beddoe), bought a small aircraft for his frequent travels. He also leased the plane through a local company Morgan Air Services, owned by Tim Morgan (Morgan). The high cost of air travel in Canada and the success of low-cost airlines in the US set the two of them thinking about starting their own discount airline. Beddoe and Morgan got together with two other businessmen, Don Bell (Bell) and Mark Hill (Hill), to start the airline. Their plan was to offer low fares, attract new customers, operate on new routes, and expand the market, instead of snatching away a share from existing airlines. They were of the view that the availability of low fares would encourage more people to fly...