WestJet customers will now be able to communicate their questions, comments, and requests to the brand via Facebook and Twitter.
WestJet has effectively activated a 24-hour social media support platform, allowing passengers to connect with the Canadian airline digitally. Customers will now be able to communicate their questions, comments, and requests to the brand via its Facebook and Twitter channels.
Meanwhile, the company’s Social Care team has secured a seat within the aviation service provider’s Operations Control Centre. The collaboration provides the dedicated crew access to real-time updates on flight activity and essential information which could impact a guest’s flight experience.
In addition to satisfying online inquiries, WestJet’s Social Care specialists are also empowered to interact with fans and followers who share in the marque’s passion for travel and aviation-related matters.
“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, Manager, Emerging Media at WestJet.
“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. WestJet has a reputation for being a leader in social media in Canada. We will continue to raise the bar for social customer service domestically and internationally.”