I meant to write this a while back, when I first received the e-mail from WestJet. WestJet, a Canadian low cost (arguably) carrier, e-mailed everyone on the WestJet list and apologized about the new reservations system being glitchy. I personally didn’t notice the glitch as I haven’t been booking flights; also, I don’t see how the system is better than the old one.
So below is the first A note from our President. The company written and sent the second one, and the third one. Apologizing in advance may be an overkill at first, but it definitely softens a consumer’s heart when he/she does indeed starting having problems booking holiday tickets. I think it’s great that their PR team mobilized and handled the communications so well and prevented an online/offline outburst from so many outspoken Canadians (myself included). See the full message below. And follow them on Twitter! And buy flights with them! Maybe we’ll even cross sky paths 😉
A Note From Sean Durfy
On October 17, 2009 WestJet successfully implemented a new reservations system. This upgrade was made to allow us to expand the services and offerings we can provide. We anticipate that this new, state-of-the-art system will allow us to introduce many exciting initiatives that will be of great benefit to you, our guests, such as seamless connections to other airlines around the world.
While the system itself was successfully installed, there have been slowdowns at the airports this week and many of our guests have spent too long on the phone trying to get through to one of our agents. This is not the WestJet experience that you have come to know and expect from us and certainly not how we would like our airline to be recognized.
As the caring airline that values a great guest experience, we understand that this week has been hard on those of you who have been trying to call us, fly with us or connect to our websites. For those who experienced delays or less than stellar service this week, we offer our heartfelt apologies.
In the coming weeks, we anticipate that the system will be humming along and that it will enable us to provide you with the top-notch guest experience you have come to expect with WestJet.
On behalf of the 7,500 WestJetters who are working hard to create an amazing experience for you, we thank you for your patience and look forward to welcoming you aboard in the near future.
WestJet President and CEO