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.
After I sat down in my seat, the pilot went on the mic to welcome us to the plane. This was his explanation as to why the plane was delayed:
Tired, eh? I apologize for the delay. The other plane broke and we had to steal one from another crew. Please be kind to the flight attendants because it’s really their fault. We’ll return to Las Vegas in the time of 4 hours and 1 second.
Odd, I said to myself. I didn’t know whether to take him seriously or not, especially since we were already in Las Vegas and needed to go 4 hours east.
The head flight attendant then took the mic to introduce himself and the other flight attendants on the plane. This is what he said:
Hi, I’m Mark and I’m here to help you. Take a look at Linda here at the front of the plane. Take a look at Shane towards the rear. Ladies, he’s really worth the look.
I chuckled and no, I didn’t take a look at Shane. As the plane started to taxi out of the gate, Mark got on the mic again, but this time to recite their “world winning safety instructions.”
Huh? I said to myself. Why were their safety instructions world winning? I tend to ignore the safety instructions because I’ve heard them SO MANY TIMES. But I tuned into Mark just to find out what made his instructions so special.
Here’s highlights from what he said:
In the case of an emergency, the oxygen masks will be deployed. Place the oxygen mask over your sniffer and kisser and secure firmly. For those traveling with children, since you’re not listening to me, just put the mask over your head first.
Due to federal legislation, smoking is strictly prohibited on board the flight. If anyone is caught smoking, you will be removed from the plane immediately (at this point, we’re 8000 ft in the air).
Our bathrooms, which are located in the front and rear of the plane, are equipped with nice, scratchy 1 ply toilet paper.
If you had any expectations before boarding this plane, lower them.
It was the first time flying that safety instructions got an applause. The humour certainly lowered my anger (not my expectations since they were already low) and I sat back comfortably in the chair for the 4 hour flight home.
Westjet couldn’t ignore the situation as some companies try to do. They knew they were at fault. Instead, they addressed the flight delay with a bit of humour and I’m happy to say it worked like a charm.
When I got home, all I cared about was getting that shower and catching some sleep, instead of spending hours on the phone with Westjet.
Kudos to the flight team.
A few years ago my Uncle, age 91, arrived by westjet in Calgary. He was escorted to a waiting arria and then left by himself to wait for my sister. The result: she was late, couldn’t find anyone to help look for uncle Perry, who was wondering the airport late at night not knowing where he was or what to do. A very dangerous situation for someone 91. He eventually found himself at a hotel though he couldn’t tell us how he got there.!!!!! Your people should be repramanded for this behavior.
You understand that the purpose of my post was to highlight an experience I had as a customer with WestJet, right? If you’re looking to gripe about your experience with WestJet, they do have a website and I’m pretty sure they also have a toll-free customer service line that you can call. Because as much as I’d like to think I’m rolling in the dough, I don’t own an airline.
That is fantastic!!! I don’t get to fly on Westjet often enough… but they are one of my preferred airlines.
You rock Leesa! Thank you for keeping a smile on my face during the duration of that read 🙂
Ricci
I love flying Westjet too. They still remember that customers are the most important thing! It’s what I teach in my seminars. But so few companies do it right.
That’s pretty hilarious. Sometimes the last thing you want to hear after flight delays is a joke, but I must say, WestJet has some good material.
I actually couldn’t believe what I was hearing. Wish I had my flip camera handy.
Amen, Leesa! In my job, I fly at least four times a month all over the world. I’m constantly amazed at how unengaged most flight crews are — some to the point of actively ignoring the passengers. Every once in a while, I encounter a crew that tries to inject a little fun and enthusiasm into their job, and it’s so refreshing and memorable, I always make a note of it. Isn’t that sad, though? Shouldn’t good humor be a regular staple on airlines, especially since the business is so competitive? I hope you sent a note to that airline’s CEO and shared your experience.
Hi Leesa, I loved this post and laughed when I read your Twitter post sent from the plane: http://twitter.com/leesabarnes/statuses/890835664 (which I marked as one of my favorites). The only other plane I’ve been on that rivals the humorous comments from the Westjet flight attendants is Southwest Airlines. Dulcita Love @dulcitalove