I was told by @WestJet (on Twitter) that the only way I could contact WestJet “Guest Relations” about a concern with a recent flight was to submit it in writing in the Feedback section at WestJet.com
I did that 30 days ago. Although I received an automatic email confirmation of my feedback submission, I have heard nothing since.
Therefore, I called 1-888-WESTJET (1-888-937-8538) to inquire.
I was told, … (a) it is not possible to speak to ANYONE about my concern; instead I would have to wait until I hear back from them by email, and … (b) it typically takes about 8+ weeks for “Guest Relations” to respond because they have a huge backlog waiting in the queue.
If there is an 8+ week backlog of WestJet complaints, this speaks volumes about the rapid decline in customer service at WestJet that people are talking about.
Furthermore, what does this tell us about the corporate culture at WestJet that they are so unresponsive to customer concerns? With such a long wait, most Canadians won’t bother to submit feedback. It is safe to conclude that the “almost too big to handle” list of complaints represents only a small subset of dissatisfied WestJet customers.
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