WestJet vs Air Canada Vacations: Who has better customer service?

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.

Published by J. Liz Saunders

With over 30 years of experience, J. Liz Saunders delivers exceptional office and sales support to a wide range of businesses. More importantly, she does so with creativity. Her ‘can do’, ‘can solve’, ‘can source’ attitude results in the most efficient and effective completion of her clients’ requirements every time. Upon first meeting, Liz’ her most notable quality is her energy. When preparing for and running the Toronto marathon in 2004, Liz channelled this energy with discipline and determination. She uses those same qualities when organizing her many clients and delivering high quality support services in a timely manner. As a virtual assistant, Liz cold calls and generates leads for sales people; researches sites for meetings; schedules appointments and provides client support; offers transcription services, manages broadcast emails, arranges printing, handles basic bookkeeping; writes correspondence, proposals, quotes and invoices for clients; and acts as a call centre taking registrations for seminars. Liz is a certified Virtual Assistant with extensive experience in Microsoft Office. She has a BA from the University of Toronto and studied Fundraising Management at Ryerson University. She has experience in legal services, construction, insurance, real estate and facilities management. Liz builds her business based on trust, quality and a commitment to exceptional results.

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