Westjet Troubles Continue

[The Raven]

This quote is from FlyerTalk. I suppose customer service isn't improving as fast as the Westjet PR department would have you believe.

"almost 2 full hours on hold....get an agent....I want to change the date of my outbound flight. We select appropriate flight, she tells me she needs to do a manual price because I have an old reservation code, yada, yada, yada.
Asks me if I can be put on hold while she does calculation. I say I'm leary of being put on Westjet hold again. She says ok, I'll just switch off from my headset.
HANGS UP ON ME!!!!
No one calls me back!!!!

I'm on hold again, but have a meeting in 30 minutes, so I suspect I'll have to try again later.

Westjet? NEVER, EVER, EVER again!!!"

[mattedfred]

i don't think that posting anonymous comments from other sights about any airline is useful information

what has been your personal experience with WJ, AC, ACJ etc?

it shouldn't be news that WJ isn't perfect and that it is an airline just like the rest of us

i think people should be less critical of AC and ACJ etc because of this though

none of us our immune to these challenges

[DeltaHotel]

I hear there's a new reservation system at WestJet, maybe the CSA was having a hard time with the new software ...

[The Raven]

DeltaHotel,

The only reason I posted it is because a number of Westjet employees are telling us that things are getting better, which clearly they are not.

[Jastapilot]

I see. What was the date of that post again?

[The Raven]

Yesterday (December 8th).

Here's one from today.

"It's a sad day when AC provides better customer service than WS. It's been 8 weeks since they switched to the new reservation system, and they still can't get it to work. Clearly they don't have the talent necessary to play in the big leagues, or the leadership to build that talent up. Makes you wonder if perhaps they should unload a few planes and go back to being a smaller domestic airline."

Don't blame me. I didn't write these comments. These are what the frequent flyers on a passenger's forum are saying.

[jjj]

Raven,

any WS employee will tell you that things are getting better yet things also suck.
Wait times are down yet still worse than before and most of the problematic reservations are fixed or processed yet tens of thousands remain.

In the coming weeks you will hear stuff in the media about service improving and nasty customer service anecdotes will linger. Things were so bad that we can improve ten fold and still suck for a while. This quarter our numbers are getting hammered and we'll probably pay dearly for it in the media.

It will pass and become old news. In this business it's pretty easy to win a second chance with a customer, all it takes is a seat sale.

Thanks for the post though, I'm glad to see that the "Blastor school of posting" has at least one student.

[KAG]

Word is part of the problem with wait times was our call centre was gummed up converting old PNR's to the saber system as they just didn't transfer over. That was one of the major reason wait times were/are so long. If the rumors are true, then the PNR's should be finished being transferred within a few days, not to mention the new hires will be coming online soon. There are still other glitches, but word is those are manageable.
I, like the rest of us, are very much looking forward to putting this teething period behind us.

[The Raven]

jjj and KAG,

You've been telling us for weeks that things will be back to normal within a "few days". From what I've read, there is still a long way to go. No matter how you sugar coat it, your changeover to SABRE was poorly managed. I trust the people in the head shed will be working full out over Christmas to right the ship.

The Raven

[Rotten Apple #1]

I trust the people in the head shed will be working full out over Christmas to right the ship.

Not that I don't agree with the sentiment Raven, but why would you care?

Here's to hoping we all make it through Christmas this year without the excitement of last year!

[jjj]

Raven,

I certainly have not said that things will be ok in a few days.

It has been common knowledge amongst WS that this was to last into Christmas and possibly into the new year.

"Poorly managed," that is your opinion.

This was an unforeseen glitch with a few hundred thousand PNRs.

Sabre is wearing this one which is why they are footing the bill for the extra call centres.

Since this has blown up in our faces, WS and Sabre have pulled out the stops to fix it.

What would you like me to say Raven that will give you satisfaction?

"People who live in glass houses..."

So Raven where do you work?

JJJ

[torx]

Raven,


"People who live in glass houses..."

So Raven where do you work?

JJJ

LOL! That is soooo old......
Whenever somebody posts a comment that is not well received, your "colors" are questioned!! hehe.

[jjj]

You know what torx,

this thread reminds me of a saying I recently heard.

"When you go into a room shooting, expect the people in there to shoot back."

I'm always happy to shoot back on this forum.

Raven,


"People who live in glass houses..."

So Raven where do you work?

JJJ

LOL! That is soooo old......
Whenever somebody posts a comment that is not well received, your "colors" are questioned!! hehe.

Actually torx the the point is that no company is perfect. From Cathay to WS to AC to Emirates and all points in between, they can all be torn apart.

Raven came out shooting for his own personal motives and he has only embarrassed himself - just as it would be embarrassing for me to post random anti AC quotes from the media on the AC forum. Nothing would be served and I would get shredded on here.

If Raven was perhaps to edit and rephrase his original post and perhaps ask a polite question then I would reciprocate.

torx and Raven, have a nice day.

This would be much more fun to debate this at the Beaver or something. I'll be there Sunday afternoon.


Sincerely yours,

a kinder, gentler JJJ

[looproll]

I'm happy to put up with a few weeks of troubles from Westjet because I'm sick of years of BS from Air Canada!

[The Raven]

Hey Westjet guys,

If you re-read my posts, all I am doing is relaying what the customers are saying. Despite the assurances I read on this forum, I don't think the customer service situation is improving very quickly at your airline. I see you are now ranked 3rd behind Air Canada and Porter Airlines as the best airline in Canada.

It appears that I may have offended you by posting comments from your passengers. I really am sorry.

So I defer to your greatness and won't annoy you with anymore complaints from your passengers. You win.

The Raven

ps...ok, one more complaint

"Quote:
Originally Posted by cstmrfrmhll
because of their call centre fiasco Westjet is waiving change fees! and promising to rebook customers for the lowest available fare. They will give you back the difference in a Westjet travel credit!

... if you can get hold of someone. Really, the whole situation is unacceptable. My time is worth more than a waived change fee.

[Rotten Apple #1]

Okay. Thanks. How's our taxi speeds lately?

[Jastapilot]

Are we taking off on the runways the other guys approve of?

[Rotten Apple #1]

Hello? Deicing procedures?

[twinpratts]

I for one would like to personally apologize for anyone, and everyone who has been inconvenienced by the whole Sabre cutover. It really sucks, and we all (owners) feel it. Everytime I hear a story, I feel like we've let another person down... since we've all worked hard to achieve an awesome level of service that people have now come to expect from us. When they don't get that same level, they notice something is wrong. That says a lot about us as a company, and the standard we've set in the past. Every day, we're getting closer to where we were at before, and as much as you guys on the outside (Guests, Jumpseaters, and even the compettition) think it sucks... I feel it even more so, personally. I hope it all gets fixed ASAP.

On a diffrent note, I wish everybody a safe, and happy Christmas. I hope you all get to spend the holidays with your loved ones, and all the best in 2010.

[balfour]

short gate requests?

[Jastapilot]

Circle the wagons?

Evil Emipre?

Toilet paper games?

This is getting fun!

[Rotten Apple #1]

My T4?

[invertedattitude]

Should be intersting when the first shutdown storm hits Toronto right before Christmas as it usually does...

[The Raven]

Hi inverted,

I was interested to know how the storm in YYZ yesterday affected operations. Seems that most of Air Canada's passengers were kept well informed and able to reschedule with no problems. Here is a post from the FlyerTalk forum.

"THanks for the information. I was able to change for an earlier flight in few seconds...now I just need to cross my fingers that this flight won't be canceled!!"
"I am glad that it worked out...this new AC system for irops seems to be working if there is space available. Hope that your rebooked flight does not get cancelled."


Still, I hope there are no major snow events anywhere in the country leading up to Christmas. Hopefully everyone gets home for the holidays.

Let It Snow! Let It Snow! Let It Snow!

Oh the weather outside is frightful
But the airport's so delightful
And none of the planes can go
Let It Snow! Let It Snow! Let It Snow!

Kids are screamin' and cryin'
'None of the airplanes are flyin'
Our spirits are really low
Let It Snow! Let It Snow! Let It Snow!

When we finally rebooked our flight
The lines - they were out the door
Then the airport ran out of cots
(We got to sleep on the floor!)

Next mornin' we're tired and dirty
Our flight's still delayed 'til 3:30
The people with half a brain
Take The Train! Take The Train! Take The Train!

Merry Christmas

[Rotten Apple #1]

Did someone say 'lowering the bar', 'race to the bottom', or 'cowboys'?