WestJet is apologizing to customers after a summer of turmoil. It’s also promising improvements for WS pax.
In a letter sent to WS guests, President Diederik Pen said WestJet “didn’t meet the expectations of travellers during the summer season.”
“As we transition out of a tough summer and into the fall, we’re pleased to share that our operations have returned to stability, thanks to the dedicated efforts of over 14,000 WestJetters,” Pen said in his letter, a copy of which was sent to Open Jaw. “We do understand, however, that recently we didn’t meet the expectations of travellers during the summer season, and for that, we apologize.”
Pen told customers that the aircraft maintenance workers’ strike in June “caused significant disruptions” and that it took weeks for the company to fully recover.
WestJet also caught flak from some customers when it introduced a new cheaper fare category for travellers willing to fly without a carry-on bag.
A massive hail storm in Calgary in August forced the airline to pull 16 planes from its fleet for repairs, sparking more cancelled flights.
“While we’ve made progress and safely returned more than half of the affected aircraft to service, repairs are still ongoing,” Pen said. "As a result, you might see some minor midterm adjustments to our schedule."
Pen said WS guests can look for several improvements in the coming weeks, including new food options and a better system for reservation changes.
Starting this month, passengers will notice a “refreshed” food and beverage menu offering more variety and new, fresh food items.
“To make it easier for passengers to modify reservations or their flight itineraries, the airline said it is prioritizing enhancements to its self-serve functionality ‘to help more guests accept changes, rebook or cancel if required.’”
Pen also said WS aircraft interiors have been inconsistent following the integration of Swoop and Sunwing into WestJet and with the acquisition of planes from Lynx Air.
"We are actively working on reconfiguring our aircraft to a consistent standard. This includes updates to ensure Premium cabins, Extended Comfort seating, Wi-Fi access, and in-seat power are available across our narrowbody and widebody fleet. We expect all aircraft to be complete by early 2026," he wrote.
"We also recently announced the addition of new and free internet for WestJet Rewards members, presented by TELUS and delivered by Starlink, the fastest internet connectivity available on board. Our narrowbody fleet will be fully equipped by the end of 2025, followed by our 787 fleet in 2026," Pen said.
"Most importantly, you can trust that our team of dedicated WestJetters will do their best every single day to provide a friendly, affordable, and reliable service," he said in closing. "We hope to welcome you on board again soon."
