WestJet announced that it now supports guests’ questions, comments and requests 24/7 via its social media accounts on Facebook and Twitter.
“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,” said Greg Hounslow, WestJet manager of emerging 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’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 guest’s travel experience.
In addition to answering social media inquiries, WestJet’s social care specialists also interact with fans and followers who share the brand’s passion for travel and all things aviation.
“WestJet has a reputation for being a leader in social media in Canada,” said Hounslow. “We look forward to continuing to raise the bar for social customer service both domestically and internationally with our social care team.”
