Following a record-setting summer, WestJet Group‘s Chief Executive Officer, Alexis von Hoensbroech, updates key government officials and parliamentarians in Ottowa on the airline’s performance and industry-wide concerns. He urged more equitable accountability in reference to the proposed Air Passenger Protection Regulations (APPR) reforms.
A Resounding Summer Success for WestJet
After the challenges posed by the pandemic, WestJet Group embarked on a journey of transformation and improvement. Their commitment to enhancing air travel bore fruit this summer.
“We responded..by investing in our guests, our people, and technology across all touchpoints of the travel journey to safeguard travel plans and enhance our operational resiliency,” says Alexis von Hoensbroech, WestJet Group, Chief Executive Officer. “This summer, we’ve demonstrated that we have collectively improved and are taking major strides to rebuild trust among our guests through our operational performance.”
This summer, WestJet recorded:
- A 7% increase in on-time arrivals.
- A remarkable 54.2% boost in baggage handling efficiency.
- The addition of over 2000 new employees across Canada.
The Air Travel Ecosystem Needs Accountability
WestJet’s successful summer paints a promising picture for the aviation industry. But von Hoensbroech urges a more robust accountability system, especially concerning the proposed Air Passenger Protection Regulations (APPR) reforms.
“We’ve heard from our guests that there are too many loopholes under the current Air Passenger Protection Regulations, and we agree,” continues von Hoensbroech. “Currently, airlines are the only service provider within the air travel ecosystem that are held accountable for their failures. This results in confusion and frustration for our guests when their travel doesn’t go as planned due to missteps by any other service provider within the aviation industry.”
He highlighted that while WestJet responds to all APPR claims within a month, many of its customers have been waiting for over 18 months for a decision from the Canadian Transport Agency (CTA).
Von Hoensbroech is clear about the solution: accountability needs to be shared across the air travel ecosystem. To this end, he suggests:
- The amendment of Bill C52 to hold all entities in the air travel chain accountable for their performance.
- A re-evaluation of the APPR reforms which could:
- Potentially compromise Canada’s aviation safety.
- Affect regional connectivity and ticket prices adversely.
- Hinder the progress of Canada’s stable aviation industry.
- Address the complaint backlog at the CTA, ensuring swift resolutions for travelers.
“We accept and remain accountable to compensating our guests when we are at fault for impacting their travel journey. However, to ensure meaningful improvements for our guests, APPR must provide a shared accountability framework and a service standard that results in the timely resolution of all complaints,” von Hoensbroech said.
WestJet Group’s Bright Horizon
The future looks bright for WestJet Group. Their recent strategic moves, like the integration of ultra-low-cost-carrier Swoop and Sunwing Airlines, position them to provide affordable air travel and vacation options across Canada.
Launching operations in 1996 with three planes, they now boast more than 180 aircraft, serving over 100 destinations in 26 countries with a team of 14,000 dedicated employees. The airline remains committed to making air travel affordable and accessible for all Canadians.
