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CALGARY — WestJet says it will respond to guests’ questions, comments and requests on a 24/7 basis 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, 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.”
Hounslow said 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.
“WestJet has a reputation for being a leader in social media in Canada. We look forward to continuing to raise the bar for social customer service both domestically and internationally with our Social Care team.”