How to Handle Customer Complaints the Westjet Way

I was pretty pissed on Sunday after Westjet seemed to “forget” that they had to fly over 120 Canadians from Las Vegas to Toronto. The plane rolled into the gate at the time we were supposed to board it around 11:20pm PST. Then, we had to wait another hour for them to prep and clean the plane, then another 30 minutes to board the plane.

By the time we boarded the plane, I had already been awake for 15 hours straight. I was cranky, my hair needed to be washed and I was in desperate need of a shower.

I was angry and I wanted someone to pay. I was even complaining about this via my Twitter page. But the pilot and the head flight attendant used one thing to diffuse my anger. They used humour.

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