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Westjet Complaint - Paying customers clearly mean nothing !
Complaint
As I write this I have been calling for two days to change a booking that wsa made a few weeks ago and paid for at that time. I have now tried email, every phone number I can find and I have yet to speak to someone. Westjet ........... what a joke !
Comments:
Posted by Ben There on 2009-11-23:
I just went to westjet.com, and they are having issues with their new reservation system. To ensure that they will have enough agents to help existing customers, they are routing new customers to Travelocity. Here is the notice that is on their homepage:
This is the third update I've provided to you, our guests. With the implementation of our new reservations system, we have experienced hold times at our Sales Super Centre and wait times at the airport far in excess of WestJet standards. For those who have been frustrated and inconvenienced by our situation, we are truly sorry. Please know that the same WestJet spirit that built this company is working around the clock to return to the standards you expect from us.
We have implemented a change to our Sales Super Centre which we believe will allow us to answer your calls much faster than has been the case recently. We are partnering with Travelocity, an online travel agent owned by Sabre who is the company responsible for our reservation system. By engaging Travelocity to take new bookings, we are leveraging an existing relationship with a call centre that specializes in the North American market and is familiar with WestJet's schedule and destinations. This is a temporary solution until our call centre returns to normal answer times.
We have received many emails, phone calls and letters from our guests. Many of these have been constructive and very helpful. We appreciate the passion our guests share for our airline and encourage you to continue providing us feedback.
Once again, I thank you for your continued patience. This new reservation system will allow us to accomplish many great initiatives for our guests and on behalf of our 7,500 WestJetters, I look forward to rapidly returning to the great WestJet experience you've come to know and trust.
This is the third update I've provided to you, our guests. With the implementation of our new reservations system, we have experienced hold times at our Sales Super Centre and wait times at the airport far in excess of WestJet standards. For those who have been frustrated and inconvenienced by our situation, we are truly sorry. Please know that the same WestJet spirit that built this company is working around the clock to return to the standards you expect from us.
We have implemented a change to our Sales Super Centre which we believe will allow us to answer your calls much faster than has been the case recently. We are partnering with Travelocity, an online travel agent owned by Sabre who is the company responsible for our reservation system. By engaging Travelocity to take new bookings, we are leveraging an existing relationship with a call centre that specializes in the North American market and is familiar with WestJet's schedule and destinations. This is a temporary solution until our call centre returns to normal answer times.
We have received many emails, phone calls and letters from our guests. Many of these have been constructive and very helpful. We appreciate the passion our guests share for our airline and encourage you to continue providing us feedback.
Once again, I thank you for your continued patience. This new reservation system will allow us to accomplish many great initiatives for our guests and on behalf of our 7,500 WestJetters, I look forward to rapidly returning to the great WestJet experience you've come to know and trust.
Posted by goduke on 2009-11-24:
Awesome detectiveness, Ben!
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