Kryss B retweetledi
Hi @WestJet
We need to talk.
I'm not sure what's going on with you, but you're slipping hard.
My wife and I paid for premium seats in both directions on our flights (one from YEG to YHZ the other from YYZ to YEG), and in both cases at the last minute our jets were swapped out for former Swoop aircraft with no leg room, no premium seats, no in-flight entertainment (in one direction, the other only because it was an ancient WestJet interior and still had WiFi) and barely any of the other perks we paid for.
I booked these seats so my wife and I would travel comfortably for our relatively long flights (5+ hours and 4+ hours respectively). I paid for an extra night hotel specifically so I could fly premium and treat my wife to an improved experience. Other personal costs have been incurred for me that I was happy to pay, just to have the premium experience. I have been a customer for over 20 years and have flown with you to the near complete exclusion of other Airlines during that time. I have advocated others to use you for both business and pleasure. I have been an RBC Westjet World Elite customer for years as well.
I've waited on hold twice for an hour each time and never managed to speak to a human being. The credit you told me to apply for two weeks ago because of this inconvenience the first time? Still not processed. (This should be AUTOMATIC, and the customer should not have to lift a finger unless they feel the credit isn't sufficient). Now I need to file another one for today. If I wanted a ULCC experience, I would have booked one.
Oh yeah, and my flight was delayed to boot.
Your only saving grace is that your flight attendants continue to deliver exemplary service (shoutout to the Service Lead, Victor on the YYZ-YEG flight today) making the best of a not ideal situation. The bulk of the Premium customers on my flight were not happy with the situation including of the other premium customers on that flight told me he'd been waiting 43 days for a credit for a similar downgrade from a previous flight. Does that really seem acceptable?
I rarely publicize my frustrations, however you have broken my trust, and that is not easily regained, also you are impossible to get ahold of. Needless to say after this trip I am seriously considering canceling my @RBC @Westjet Mastercard and ceasing to use WestJet for both business and personal travel. I get that profit is the only interest of your company now, but it's hard to make a profit without customers. I am far from the only person who has experienced this recently.
How the once mighty have fallen.
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