‘Everybody Go Home, Come Back in 4 Hours’

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What It’s About: This is an observation of an operations/technical meltdown, negatively compounded by what I believe is a cultural failure. The title of this blog, is an exact quote from an exasperated and abandoned WestJet customer service agent, at about 8:30 p.m., Nov. 5, 2022. She and her colleagues had no way of managing a line up of several hundred, frustrated customers. The reaction of people listening to the announcement was a somewhat compassionate, howl of laughter. How could people who lived elsewhere in the world, stranded in Calgary, possibly go home? And how could they manage to get back through security if they even could? It was her desperate, irrational plea, to make the situation go away. And I fully get it. I felt for her and her team.

Everywhere in the entire end-to-end flight process, a WestJet wide system outage caused both an operations and culture issue. Front line people were in the worst situation: No information, and little or no empowerment. They essentially were stranded by their leadership, more than the system. When the only resource for people is “we apologize,“ the organization has a major problem - well beyond process.

So What?: I am a platinum WestJet flier. They get nearly all my business. I want them to be as great as they once were. I realize how hard and complicated running an airline is, and thank them for safely flying me thousands of miles per year. However, this was a cluster, and a failure of WestJet leadership! The following are examples:

1. Almost no communication/updates from a frustrated front line staff.

2. No trust in the communication given, (for example: No flight plans?? While some flights were still flying)?

3. Waiting for crews to timeout before cancellation (knowing full well they will in advance) regardless of impact to customers/staff.

4. Beleaguered front line staff and customer service, with no real solutions other than apologies.

5. Flight crews lurking around in groups in the airport, avoiding customers (What can they tell them)? They were frustrated and somewhat embarrassed.

6. No senior leadership anywhere to be seen. Front line people seemingly on their own?

7. Asking customers to wait four hours for room/food vouchers, AFTER flights are canceled, or getting vouchers that are impractical to use (some of us did get immediate e-vouchers after cancellation).

8. No contingency plans or reputation management? Where were the risk/emergency response people who should have a game plan for an event like this?

9. An attitude of “we’re sorry for your inconvenience,” but totally without meaningful resolution/proposal

10. Etc.

On the other hand, there were the three WestJet flight attendants who got off a full trolley to let seniors on instead, people like Clare in the WestJet lounge, or Sherry in luggage: Compassionate and trying to work the system as best they could. Amazing WestJetters, everywhere! Thank you.

Now What?: Obviously this is just my opinion and one data point. However, I believe that WestJet has a bigger issue than their systems outage. I believe they have lost their way . Front line people are not dumb. When you ask them what’s happened to WestJet, whether fair or not, many believe that the operating mantra is now to gratify the shareholder at the cost/expense of WestJet people and customers. Based on my observation and first hand experience, they may be right?

P.S. This is written from outside the baggage claim in Calgary. No bag yet. No ability to talk to WestJet until a call back scheduled until 8 p.m.

PPS. Thanks to Sherry in baggage, and the luggage carriers on the ground, I just got my bag. And that was way beyond what they had to do! Thank you front line WestJetters!

Think Big, Start Small, Act Now,

- Lorne

One Millennial View: Dare to start taking our world back. This shortage of services is not a good sign. Be called to action. You don’t just have a “job,” you have something you make a valuable, professional contribution to, and that industry needs you. When you commit to a position, you’re a player that matters. There is no 🤷‍♀️ 🤷 🤷‍♂️ option, if we want to be intentional about sustainability and improvement.

- Garrett

Edited and published by Garrett Rubis

‘Everybody Go Home, Come Back in 4 Hours’

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