Over the past 30 years, WestJet has grown significantly from three aircraft and five destinations to expanding into transatlantic routes and adding service to the likes Cardiff and São Paulo, as well as incorporating Dreamliners to its fleet. While a lot has changed, Andrei Losinski, Key Account Manager Redemption Partnerships, told a packed room yesterday at its second annual Agency Summit that one thing that hasn’t changed is its focus on people, including travel advisors.
“We’re flying from Tokyo to Calgary. We’ve come a long way and a lot has changed, but while a lot has changed one thing at WestJet has always stayed the same, and that is our focus on people,” he shared. “You are important to us and that’s why we’re choosing this month to celebrate. You are important to us because you have helped us build this incredible brand for the past 30 years. You have been sharing WestJet with your clients, your customers, booking WestJet, you’ve been sharing in our passion for being this great Canadian airline and travel company.”
Coinciding with Travel Advisor Appreciation Month, over 60 advisors took part in the day of learning and updates. The morning was all about the airline, while the afternoon focused on WestJet Vacations and Sunwing Vacations. A similar Summit took place in Calgary earlier this month.
“It is our 30th birthday this year at WestJet and it’s not lost on us that we would not be where we are today without the support of all of you in the room and all of your colleagues in this space,” added Amanda Ierfino, VP, Sales & Cargo at WestJet.
Shannon Cunningham, Todd Lindey and Amanda Ierfino
New Instant Group Quote now live, the Agent STAR program relaunching soon
Describing it as “a landmark day for our team,” Deborah Gilchrist Delgado shared that an Instant Group Quotes is now live on the WestJet Vacations Agent Portal, for agents to access instant quotes for bookings 60-320 days prior to departure.
“This morning we launched Instant Group Quotes. This has been a long time coming,” she added. “Approximately 80% of your quotes will now be automated, which is great.”
Notably, Deana Murphy, VP Trade Sales & Business Development for Sunwing and WestJet Vacations, shared that the Agent STAR program is relaunching soon after some complicated issues with a third-party payment provider.
“There’s a high amount of money that will be coming out to agents and you deserve it,” she noted. “Rest assured, your earnings are secure.”
No action will be required on the part of advisors, who were told to wait for the official communication coming soon.
Lorraine Brisbois and Deana Murphy
Differentiating WestJet Vacations and Sunwing Vacations
As Murphy stated that they are, “completely, 100 percent committed to keeping and growing both brands, WestJet Vacations and Sunwing Vacations,” she shared that work is being done to differentiate the product offerings beyond some of the different hotels that are part of each portfolio.
“We are really, really optimistic about the future,” she said. “The common denominator with WestJet Vacations and Sunwing Vacations is that we have this fabulous airline and we are really going to be able to benefit from the scale of the operation.”
Going forward, the sales and BDM teams will also be representing both companies and working together at events.
Lorraine Brisbois pointed out that one of the differences is Sunwing’s exclusive partnership with Riu Hotels & Resorts, and that a checked bag is included for Sunwing Vacations packages.
Meanwhile, Irene Wong, Senior Business Development Manager, Leisure Sales, at WestJet Vacations, noted that there are now collections for advisors to choose from based on their clients’ interests, including a Culinary Collection and a Pickleball Collection.
Shannon Cunningham, Director of Sales for WestJet Vacations, shared that they are addressing long wait times after travel disruptions occur such as the Feb. 22 incident in Puerto Vallarta or after the suspension of Cuba flights and packages.
A strong showing of the WestJet, WestJet Vacations and Sunwing Vacations team were on hand for the event
“That has awareness right up to the executive level,” she added. “We know where we have room for operational efficiencies.”
Over the last eight weeks, she said their call centre and live chat teams have been going through an intensive sales training course.
“The whole goal is to be less transactional and more travel advisor friendly,” she said.
As for the resumption of Cuba flights, Murphy highlighted that the team is in frequent contact with hoteliers on the ground.
“Our intention is to be back in Cuba. We will once again be the leader in Cuba,” she said. “We will be there to fully support Cuba. We love Cuba. We are on the pulse of every single thing that is happening in Cuba… We are looking at various scenarios.”
Vikas Malhotra of itravel2000 and Glenn Cardoza of Direct Travel took part in the Agency Summit
New WestJet routes include the Toronto-Cardiff service, which launched May 22, marking the first non-stop air connection between Canada and Wales in almost 20 years, and upcoming Calgary to São Paulo service, which marks its 100th non-stop destination from the city, with seasonal 3x weekly flights scheduled for take off as of Nov. 8.
Azores flights from Toronto to Ponta Delgada debut on June 12. Halifax is also getting more Europe service with the addition of Copenhagen, Lisbon and Madrid.
Thanks to a new partnership with Canadian Tire, clients will also find new snack offerings, including granola bars and a snack mix.
The Wi-Fi rollout is moving ahead, with 59% of its fleet now equipped with complimentary Wi-Fi for WestJet Rewards members courtesy of Telus. By 2027 all aircraft should be outfitted with the free Wi-Fi capabilities.
Lorraine Brisbois and Dave Wright
Righting a wrong
After making headlines earlier this year with its cabin reconfiguration, which significantly limited the amount of guest legroom onboard, there was a bit of public outcry from travellers.
“Saying it did not go well would be an understatement,” acknowledged Laura English, Program Manager, Guest Experience Initiatives.
Although the change was planned at a time when ULLCs were taking over the Canadian market, she said WestJet is now in the process of “re-reconfiguring” its aircraft.
“We’re over 30 per cent complete with our reconfiguration of the aircraft, we are still working our way through that process but we do anticipate that we will finish all of that reconfiguration work, so we will have a standard fleet of 174 seats on our 737 aircraft by the end of the year,” she said.
A similar event was held in Calgary earlier this month
While there were prize giveaways throughout the day, the Summit wrapped up with four advisors taking home tickets to the Blue Jays game on July 20 in the WestJet executive suite. The winning advisors are also able to bring three guests each.
“It’s really important that you know how much we appreciate you, our travel agency community,” said Todd Lindey, Director of Sales. “We wouldn’t be where we are today without you and all your incredible support.”
