WestJet: Excellence in Customer Service




Case Details Case Introduction 1 Case Introduction 2 Case Excerpts

Abstract

The case discusses the customer service offered by the Calgary-based WestJet Airlines Ltd. (WestJet). WestJet established its culture on the lines of US-based airline Southwest Airlines’ positive company culture and developed a culture of care with the motto ‘we succeed because I care’. The WestJetters, as the employees were called, ensured that the passengers (referred to as guests) had a pleasant experience with the airline both in-flight and on the ground. The customer facing and frontline employees were empowered to ensure a remarkable experience for the guests. Through its exceptional customer service, WestJet earned a stellar reputation, multiplying the number of guests, WestJetters, and revenues.

With expansion, WestJet started receiving complaints about deteriorating customer services and slipping on-time performance. Moreover, WestJet was blamed for compromising on passenger safety when it reduced the ratio of flight attendants to passengers.

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Issues

The case is structured to achieve the following teaching objectives:

  • Understand the importance of customer service in the service industry, especially in the airline industry.
  • Highlight the importance of customer service in relation to the WestJet case.
  • Study the importance of culture in enhancing customer service.
Contents
INTRODUCTION
BACKGROUND
DEVELOPING A CUSTOMER-CENTRIC COMPANY
SERVICE PERSONNEL
FLYING WITH WESTJET
EMPOWERED EMPLOYEES …
… AND HAPPY GUESTS
SIGNS OF TURBULENCE IN THE AIR
EXHIBITS

Keywords

WestJet, Customer Service, In-flight Service, Customer-centric company, Service management.

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