Yesterday morning, while doing my bank and credit card reconciliations, I found a charge by WestJet for $19.17 USD from a recent flight. I searched everywhere for the receipt and couldn’t find it. Since I thought there was absolutely no hope of seeing my money again, I tweeted “$19.17 USD for a turkey croissant sandwich? Seriously #WestJet?”. That was at 7:55 a.m.
At 8:21 a.m. I had a response from WestJet saying “that’s not right”. Within the hour, despite having no receipt, WestJet began processing a refund. Now that’s awesome customer service! Because I will tell everyone!
At 9:36 am I tweeted “Well done #WestJet. Once again your customer service is excellent as is your reaction time”. You can see, by the times indicated, how quickly they reacted.
Meanwhile, in January a group of 14 of us went to the Dominican Republic on #AirCanadaVacations. One couple on the trip paid for an upgrade to a beach view. They did not get it and requested a refund. I was promised if I got more than 10 on the trip, I would get a discount on my fare. Since this was done through a travel agent, he’s dealing with the refunds but it sure isn’t happening fast. We returned on January 22nd. Today is February 28th and we’re still waiting.
No contest. WestJet wins hands down in the customer service game! Well done #WestJet. This is the 2nd time you’ve stepped up to the plate…immediately…for me.