Oh westjet

[CpnCrunch]

I used to love you, and you made me a lot of money before onex, but your customer support has been a disaster in the past few weeks and it seems to be a problem entirely of your own making. You make it so that companion voucher flights can't be changed online, so we are forced to contact you. But there is no response on twitter after 3 days, so I try facebook...no reply there after 5 days. Try a callback in 5 days, but the flights I want have gone. Now thanks to covid and another 5-day callback I was finally able to change the flights I wanted because other people have cancelled, but it took 1 entire hour talking to the agent (most of that time on hold while she spoke to her supervisor), and I have to pay $250 for the privilege of moving our flights back to close to the original schedule ("because you accepted the change once, you have to pay to change it again). No matter that you cancelled it on me in the first place and put me on the midnight flight. And I didn't even argue...I just accepted paying the fee.

Anyway, it's just ridiculous that it took 3 weeks to do something that westjet should allow customers to do online, and to avoid pissing off their customers they really should allow unlimited free changes if they cancelled it in the first place. But whatever, the main point is that they are causing their own customer service headaches by forcing customers to go through this unnecessary rigmarole to change flights.

[piperdriver]

Costumer service at Westjet has gone downhill since the inception of the dumpster fire they call “Swoop”.

[digits_]

Does it not help to cancel the flight online for a full refund instead of changing it?

[Liftdump]

Avoid pissing off their customers? That ship has sailed long ago. The product,as it is now is garbage.

[rookiepilot]

Why do you guys think I’m long AC stock? Zero competition.

Now Let AC buy Transat. I want to own a quasi monopoly, thank you.

[clearmyside]

@piperdriver

what does it have to do with Swoop? Seems you're blaming the child for the parent's failures?

[CpnCrunch]

Does it not help to cancel the flight online for a full refund instead of changing it?

Neither option is available for flights booked with companion vouchers, and it wouldn't make sense to cancel it anyway even if I could, as both outbound and return legs are more expensive now than when I booked. Anyway, it's done now and I've paid the $250 and wasted quite a few hours of my life sorting this out. Planning on using AC in future. They did royally screw me once in the past, but I think WJ have surpassed them now and I just can't trust WJ. It's funny reading the comments in the "Merry Christmas" facebook post from WJ.

[digits_]

Does it not help to cancel the flight online for a full refund instead of changing it?

Neither option is available for flights booked with companion vouchers, and it wouldn't make sense to cancel it anyway even if I could, as both outbound and return legs are more expensive now than when I booked. Anyway, it's done now and I've paid the $250 and wasted quite a few hours of my life sorting this out. Planning on using AC in future. They did royally screw me once in the past, but I think WJ have surpassed them now and I just can't trust WJ. It's funny reading the comments in the "Merry Christmas" facebook post from WJ.

Interesting. They must have changed their policies then. This summer I made some westjet bookings with a companion voucher and could easily cancel for free and rebook. I think I rebooked the same flight 4 times. You are right about the price difference though, that could go either way.

[rookiepilot]

I just canceled an AC itinerary for full credit, per the ticket conditions, online. Took 30 seconds.

Why are these WJ pax forced to do it by phone?

[Pacqing]

We booked WJ well in advance of our travel date Got notice the flight was cx due low demand. They would not deal with us till after the date of the flight. And yes hours and hours wasted trying to contact them. Like the poster were done with them.

[CpnCrunch]

Interesting. They must have changed their policies then. This summer I made some westjet bookings with a companion voucher and could easily cancel for free and rebook. I think I rebooked the same flight 4 times. You are right about the price difference though, that could go either way.

I cancelled a Sep 2021 business class flight with WJ to LGW in August. It said just click on the link, which I did, but didn't say how long it would take. Their website says refund is immediate if cancelled via "Manage Trips", but will take 30 days if done via a customer service agent. Anyway, I cancelled it using the link in the email, and it took 30 days to actually get the refund. No companion voucher, but I had used some travel bank as part of the purchase (not sure if that matters). That particular flight is now rebooked, and I can change it online myself if I want.

I just had a look at a trip that I booked with a companion voucher, and if you click on "cancel" it says "Sorry, this flight can’t be cancelled online.
To cancel this flight, please contact a WestJet Agent.". So, perhaps they have recently changed their policy to make it suck up tons of their customer service time when you want to cancel or change a companion voucher flight. Or maybe it is because this trip was originally cancelled by westjet and I had to accept a new flight itinerary. Who knows.

[ALPApolicy]

Interesting. They must have changed their policies then. This summer I made some westjet bookings with a companion voucher and could easily cancel for free and rebook. I think I rebooked the same flight 4 times. You are right about the price difference though, that could go either way.

I cancelled a Sep 2021 business class flight with WJ to LGW in August. It said just click on the link, which I did, but didn't say how long it would take. Their website says refund is immediate if cancelled via "Manage Trips", but will take 90 days if done via a customer service agent. Anyway, I cancelled it using the link in the email, and it took 90 days to actually get the refund. No companion voucher, but I had used some travel bank as part of the purchase (not sure if that matters). That particular flight is now rebooked, and I can change it online myself if I want.

I just had a look at a trip that I booked with a companion voucher, and if you click on "cancel" it says "Sorry, this flight can’t be cancelled online.
To cancel this flight, please contact a WestJet Agent.". So, perhaps they have recently changed their policy to make it suck up tons of their customer service time when you want to cancel or change a companion voucher flight.

Have you already checked in for the flight?

[CpnCrunch]

Have you already checked in for the flight?

No. This was 3 weeks before the flight. I see on twitter people are saying that flights made with companion vouchers can't be changed online.

[PostmasterGeneral]

Isn't a "companion voucher" just one of those credit card freebie perks for signing up? Makes sense they'd make you jump through hoops.

[Tolip]

I've been flying alot with westjet over the holidays, and I agree 100 percent. Flights delayed, very very rude CSA's, cancelled flights with little to no notice; they are not doing a good job managing things over this xmas season. That being said, most people only travel once a year with one airline, and when they have a bad experience they immediately think "this airline is garbage".. but the truth is, these struggles WJ is having g are the same for all other airlines aswell, some.fligjts so smoothly, lots unfortunately right now do not. I mean when I compare the WJ departure board to the AC departure board, I notice WAY more overall disruptions to AC flights. And dont even get me started on flair lol. Anyways patience is needed over the holidays. Cheers all

[imjustlurking]

I've been flying alot with westjet over the holidays, and I agree 100 percent. Flights delayed, very very rude CSA's, cancelled flights with little to no notice; they are not doing a good job managing things over this xmas season. That being said, most people only travel once a year with one airline, and when they have a bad experience they immediately think "this airline is garbage".. but the truth is, these struggles WJ is having g are the same for all other airlines aswell, some.fligjts so smoothly, lots unfortunately right now do not. I mean when I compare the WJ departure board to the AC departure board, I notice WAY more overall disruptions to AC flights. And dont even get me started on flair lol. Anyways patience is needed over the holidays. Cheers all

Onex used COVID as an excuse to lay off thousands of employees and outsourced them. Many CSAs, GSAs, and other airport positions were sent to the lowest bidder.

[rookiepilot]

I've been flying alot with westjet over the holidays, and I agree 100 percent. Flights delayed, very very rude CSA's, cancelled flights with little to no notice; they are not doing a good job managing things over this xmas season. That being said, most people only travel once a year with one airline, and when they have a bad experience they immediately think "this airline is garbage".. but the truth is, these struggles WJ is having g are the same for all other airlines aswell, some.fligjts so smoothly, lots unfortunately right now do not. I mean when I compare the WJ departure board to the AC departure board, I notice WAY more overall disruptions to AC flights. And dont even get me started on flair lol. Anyways patience is needed over the holidays. Cheers all

AC is how many times the size?

Its not the issues, its how they are handled. I fly a lot and AC has been very good in recent years.

[Hangry]

Exactly. Comparing AC to WJ is like comparing American Airlines to Allegiant. Not sure why anyone does it.

[CpnCrunch]

Exactly. Comparing AC to WJ is like comparing American Airlines to Allegiant. Not sure why anyone does it.

If you search for "westjet/aircanada wait time" / "hold time" it looks like there are a handful of people complaining about 60-90 min wait time for AC, and lots more complaints about the typically 7 hour hold time for WJ. This has been going on for at least 3 weeks, although I think it's gotten worse in the past week.

[CpnCrunch]

Isn't a "companion voucher" just one of those credit card freebie perks for signing up? Makes sense they'd make you jump through hoops.

It's a pretty good perk and you get the voucher every year. I wouldn't mind sitting on hold for 30 mins to make a change. But 3 weeks of customer service ping ping is just too much.

[JHR]

Wait times are not an airline problem. Every call center I have called recently has put me on hold for 45mins to an hour+
Scotiabank, ADT security, Bell, Canada Customs. Nobody gives a shit anymore. Customer service is dead

[Tolip]

I've been flying alot with westjet over the holidays, and I agree 100 percent. Flights delayed, very very rude CSA's, cancelled flights with little to no notice; they are not doing a good job managing things over this xmas season. That being said, most people only travel once a year with one airline, and when they have a bad experience they immediately think "this airline is garbage".. but the truth is, these struggles WJ is having g are the same for all other airlines aswell, some.fligjts so smoothly, lots unfortunately right now do not. I mean when I compare the WJ departure board to the AC departure board, I notice WAY more overall disruptions to AC flights. And dont even get me started on flair lol. Anyways patience is needed over the holidays. Cheers all

AC is how many times the size?

Its not the issues, its how they are handled. I fly a lot and AC has been very good in recent years.

How many times the size? Your misinformed, WJ fleet size is around 110 aircraft, while AC fleet size is around 170. Sooo not even 1 times the size?? I dont know why people think that, but comparing these two airlines is completley fair. And yes, AC has porportionally more cancelled and delayed flights. Look at a travel board next time your there. But like I said it's not any airlines specific fault right now, it's this isn't a ac vs WJ comment. It's a general comment of airlines inefficiency right now over the holidays. Definitely WJs call center is messed up tho, you can grow old and die waiting for that one.

[Tolip]

I've been flying alot with westjet over the holidays, and I agree 100 percent. Flights delayed, very very rude CSA's, cancelled flights with little to no notice; they are not doing a good job managing things over this xmas season. That being said, most people only travel once a year with one airline, and when they have a bad experience they immediately think "this airline is garbage".. but the truth is, these struggles WJ is having g are the same for all other airlines aswell, some.fligjts so smoothly, lots unfortunately right now do not. I mean when I compare the WJ departure board to the AC departure board, I notice WAY more overall disruptions to AC flights. And dont even get me started on flair lol. Anyways patience is needed over the holidays. Cheers all

Onex used COVID as an excuse to lay off thousands of employees and outsourced them. Many CSAs, GSAs, and other airport positions were sent to the lowest bidder.

I know not everyone feels this way. But all airlines ( not just westjet) were totally justified in laying people off. It is not the first time layoffs have happened and It wont be last, this is by a huge factor the most difficult times airlines have ever had. So of course he most drastic measures would be justified aswell. From last I herd everyone is recalled at AC and WJ, just awaiting training dates. By inlarge even on layoff, employees were treated well. Kept union support, got paid the whole time (cews), flight benefits. No complaints really, could have been alot worse

[imjustlurking]

I've been flying alot with westjet over the holidays, and I agree 100 percent. Flights delayed, very very rude CSA's, cancelled flights with little to no notice; they are not doing a good job managing things over this xmas season. That being said, most people only travel once a year with one airline, and when they have a bad experience they immediately think "this airline is garbage".. but the truth is, these struggles WJ is having g are the same for all other airlines aswell, some.fligjts so smoothly, lots unfortunately right now do not. I mean when I compare the WJ departure board to the AC departure board, I notice WAY more overall disruptions to AC flights. And dont even get me started on flair lol. Anyways patience is needed over the holidays. Cheers all

AC is how many times the size?

Its not the issues, its how they are handled. I fly a lot and AC has been very good in recent years.

How many times the size? Your misinformed, WJ fleet size is around 110 aircraft, while AC fleet size is around 170. Sooo not even 1 times the size?? I dont know why people think that, but comparing these two airlines is completley fair. And yes, AC has porportionally more cancelled and delayed flights. Look at a travel board next time your there. But like I said it's not any airlines specific fault right now, it's this isn't a ac vs WJ comment. It's a general comment of airlines inefficiency right now over the holidays. Definitely WJs call center is messed up tho, you can grow old and die waiting for that one.

Fleet size is a crappy way to measure airline size. We could consider Encore's 47 Q400s to be part of WestJet because they are wholly owned by WestJet and used for WJ flights. With that, we can throw in Rouge for Air Canada and Jazz because their flights are all sold and supported by Air Canada.

Really, the better metric would be passenger count. By those numbers, Air Canada carried 50 million passengers in 2020 whereas WestJet carried 25 million in 2018. (Yes, mismatching years, but I'm in a rush to go)

[Donald]

I've been flying alot with westjet over the holidays, and I agree 100 percent. Flights delayed, very very rude CSA's, cancelled flights with little to no notice; they are not doing a good job managing things over this xmas season. That being said, most people only travel once a year with one airline, and when they have a bad experience they immediately think "this airline is garbage".. but the truth is, these struggles WJ is having g are the same for all other airlines aswell, some.fligjts so smoothly, lots unfortunately right now do not. I mean when I compare the WJ departure board to the AC departure board, I notice WAY more overall disruptions to AC flights. And dont even get me started on flair lol. Anyways patience is needed over the holidays. Cheers all

Onex used COVID as an excuse to lay off thousands of employees and outsourced them. Many CSAs, GSAs, and other airport positions were sent to the lowest bidder.

I know not everyone feels this way. But all airlines ( not just westjet) were totally justified in laying people off. It is not the first time layoffs have happened and It wont be last, this is by a huge factor the most difficult times airlines have ever had. So of course he most drastic measures would be justified aswell. From last I herd everyone is recalled at AC and WJ, just awaiting training dates. By inlarge even on layoff, employees were treated well. Kept union support, got paid the whole time (cews), flight benefits. No complaints really, could have been alot worse

You missed the part about CSA's and GSA's. The customer service provided by them is at least as much, if not more, important than the flight crews. And yes, Onex/WJ used Covid to get rid of them and outsource it.