WestJet's customer Excellence in Customer Service

Case Study: WestJet Excellence in Customer Service

When it comes to the service industry, customer service plays a vital role in shaping the overall customer experience. In the airline industry, where travelers often encounter various challenges and stresses, exceptional customer service can make all the difference. This blog post will delve into the case of WestJet, a renowned airline that has earned a reputation for its commitment to providing outstanding customer service. We will explore the importance of customer service in the service industry, with a specific focus on WestJet’s customer-centric approach. Additionally, we will examine the role of culture in enhancing customer service and how it contributes to WestJet’s success.


Before delving into WestJet’s customer service excellence, it is important to understand the airline’s background. Founded in 1996, WestJet is a Canadian low-cost airline that has grown exponentially over the years. From its humble beginnings, WestJet has prioritized customer service as a cornerstone of its business model, setting itself apart from competitors.

Developing a Customer-Centric Company:

One of the key factors that sets WestJet apart is its commitment to being a customer-centric company. From the top down, WestJet fosters a culture that puts the customer at the center of every decision. This approach has allowed the airline to consistently meet and exceed customer expectations, leading to high levels of customer satisfaction.

Service Personnel:

At the heart of WestJet’s customer service success are its dedicated service personnel. The airline focuses on hiring individuals who possess not only the necessary skills and qualifications but also a genuine passion for delivering exceptional service. Through rigorous training programs and ongoing development, WestJet empowers its employees to provide personalized and attentive service to each passenger.

Flying with WestJet:

When flying with WestJet, passengers can expect a truly enjoyable experience. From the moment they step foot on the aircraft, they are greeted with warm smiles from the flight attendants, setting a positive tone for the journey ahead. The cabin crew ensures that all passengers feel comfortable and well taken care of throughout the flight, going above and beyond to address any needs or concerns.

Empowered Employees...:

One of the key factors that contribute to WestJet’s customer service excellence is its focus on empowering employees. The airline believes that happy employees create happy customers. By providing employees with the necessary tools, resources, and autonomy, WestJet enables its staff to make decisions that prioritize customer satisfaction. This empowerment fosters a sense of ownership and pride among employees, leading to a more enjoyable and efficient customer experience.

...And Happy Guests:

The result of WestJet’s customer-centric approach and empowered employees is a high level of guest satisfaction. Passengers consistently rave about the exceptional service they receive when flying with WestJet. From the little gestures of kindness to the proactive problem-solving, WestJet’s commitment to customer service shines through, leaving guests with a positive and memorable impression.  

Signs of Turbulence in the Air:

While WestJet has undoubtedly achieved excellence in customer service, it is not exempt from challenges. As with any organization, there may be occasional instances where service falls short of expectations. It is important for WestJet to continuously monitor and address any signs of turbulence in the air to maintain its reputation for exceptional customer service.  


In the service industry, customer service plays a pivotal role in shaping the overall customer experience. WestJet stands as a shining example of an airline that has successfully prioritized customer service, creating a loyal customer base. Through its customer-centric approach, empowered employees, and unwavering commitment to guest satisfaction, WestJet has set the bar high for excellence in customer service within the airline industry. As travelers, we can all appreciate the value of exceptional customer service, and WestJet continues to soar above and beyond our expectations.  Also got to know about the Maruti Suzuki’s Advertising Strategies: Driving Success in the Indian Passenger Car Industry