WestJet apologizes for summer disruptions, outlines improvements

WestJet has apologized for the flight disruptions it caused customers during the summer.

In an email to customers last Thursday (Oct. 3), Diederik Pen, president of WestJet Airlines, admitted that the Calgary-based carrier “didn’t meet the expectations of travellers during the summer season, and for that we apologize.”

As previously reported, the summer began with WestJet’s first strike by its aircraft maintenance engineers – just as the Canada Day long weekend set in – which caused significant disruptions.

Pen wrote that it took “weeks to recover fully” from this labour-related event.

Then, on August 5, Calgary experienced a hailstorm that damaged 10 per cent of its fleet.

“While we’ve made progress and safely returned more than half of the affected aircraft to service, repairs are ongoing. As a result, you might see some minor midterm adjustments to our schedule,” Pen wrote.

Service improvements

Some of the changes that customers can look forward to include:

Self-serve functionality enhancements: “We have prioritized enhancements to our self-serve functionality and expect further improvements before the winter season to help more guests accept changes, rebook, or cancel if required,” Pen wrote.

Cabin standardization: The integration of Swoop and Sunwing Airlines and the acquisition of aircraft formerly operated by Lynx Air is causing an “inconsistency of the cabin layouts across our fleet,” Pen said. “We are actively working on reconfiguring our aircraft to a consistent standard. This includes updates to ensure Premium cabins, Extended Comfort seating, Wi-Fi access, and in-seat power are available across our narrowbody and widebody fleet.” The company expects all aircraft to be complete by early 2026.

Inflight experience improvements: This October, WestJet refreshed its food and beverage offering to include more variety and new fresh food options. It also recently announced the addition of free Starlink internet for WestJet Rewards members. “Our narrowbody fleet will be fully equipped by the end of 2025, followed by our 787 fleet in 2026,” Pen wrote.

“Most importantly, you can trust that our team of dedicated WestJetters will do their best every single day to provide a friendly, affordable, and reliable service. We hope to welcome you on board again soon,” he concluded.

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