WestJet announced today that it now supports Passengers’ questions, comments and requests 24/7 via its social media accounts on Facebook and Twitter.
WestJet’s Social Care team includes a seat in the “heart” of WestJet’s operation, the Operations Control Centre, which provides the team access to real-time updates on flight activity and other important information that could impact a passengers’s travel experience.
In addition to answering social media inquiries on Facebook and Twitter, WestJet’s Social Care Specialists also interact with fans and followers who share the brand’s passion for travel and all things aviation.
Greg Hounslow, WestJet Manager, Emerging Media:
“We welcome more than 20 million guests on board every year and we are thrilled to be the first Canadian airline to respond to their needs around the clock on social media. Guest care has been at the core of WestJet’s success since the beginning and we made this further investment in our social presence to continue to meet the evolving needs of our guests. With our international expansion it is critical to be available to provide customer service on time-sensitive issues outside of a nine-to-five world.
“WestJet has a reputation for being a leader in social media in Canada. We look forward to continuing to raise the bar for social customer service both domestically and internationally with our Social Care team.”
WestJet Airlines is a Canadian carrier that provides scheduled and charter air service to over 100 destinations in Canada, the United States, Europe, Mexico, Central America and the Caribbean. It is currently the second-largest Canadian air carrier, behind Air Canada.
Routes: Over 100 destinations in North America, Central America, the Caribbean and Europe. It has a regional airline, WestJet Encore.
Fleet: WestJet operates a fleet of about 120 aircraft comprised of Boeing 767-300, and the Boeing Next-Generation 737-600, 737-700 and 737-800 aircraft. WestJet Encore operates a fleet of 26 Bombardier Q400 NextGen turboprops.
N.B. Image credit: WestJet