WestJet contact centre workers vote 89% to unionize

WestJet contact centre workers in Calgary have voted overwhelmingly to unionize, with 89 per cent voting to join Unifor as they prepare to negotiate their first collective agreement, according to a press release.

The new bargaining unit represents 750 workers, including air passenger protection regulations agents and guest services employees working in contact centre operations.

The workers will become members of Unifor Local 531 once the Canada Industrial Relations Board (CIRB) completes its certification.

"We are thrilled to welcome these workers to Unifor. They join with other WestJet workers who are already members of our union," said Unifor National President Lana Payne in a statement.

"Unifor is an experienced voice for workers across the aviation sector, and we look forward to working with these new members on their first collective agreement."

According to Unifor, workers organized amid concerns surrounding outsourcing, workplace discipline, scheduling and wages.

The union submitted its application to the CIRB on Dec. 18, 2025, following an organizing campaign. Voting took place throughout last week.

Unifor says approximately 400 Calgary positions have been transferred to TELUS Digital agents in El Salvador since October 2024.

The union also says WestJet has frozen local hiring, reduced hours, encouraged voluntary departures and pressured some employees to move to part-time while call volumes remain high.

Last year, Unifor called on WestJet to stop offshoring Canadian contact centre jobs and protect Calgary-based positions.

"These workers organized because they want a meaningful voice in decisions that affect their jobs and their lives," stated Unifor Organizing Director Justin Gniposky. "We are so proud of these new members. They showed courage in standing up to a big corporation and demanded better for their workplaces and their livelihoods. 

Organizing 750 new members creates possibly for change that we hope motivates other workers in aviation and other sectors to unionize."

Unifor says organizing activity among aviation contact centre workers is continuing, with more than 300 Porter Airlines contact centre employees also currently organizing to join the union.

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