WestJet’s Sam Taylor calls PAX from 35,000 ft. as airline celebrates Telus Wi-Fi milestone

This story was updated on Friday, October 10 at 12:54 p.m. EST

When your iPhone buzzes after lunch, and the FaceTime caller ID says “Samantha Taylor,” you don’t expect to see galley space and flight crew in the background.

But that’s exactly what happened Wednesday (Oct. 8) when WestJet’s Chief Experience Officer called PAX – from 35,000 feet, aboard a flight from Calgary to Toronto — to show just how powerful WestJet’s high-speed Wi-Fi (presented by Telus, powered by satellite) really is.

For PAX, it was a first: a live video interview, conducted via FaceTime, from a plane in flight.

And for Taylor? An exciting way to celebrate a milestone that’s sending WestJet’s guest experience into the stratosphere.

From runway to router

The reason for the sky-high video call was to celebrate the fact that WestJet has now installed satellite-powered Wi-Fi on 100 (103, to be exact) of its 737 aircraft.

(For the record, WestJet’s policy is that voice and video calls are not permitted on board. This particular call was done privately, away from other passengers, strictly for the purpose of showcasing the Wi-Fi's power).

The “game-changing” internet connection, which began appearing on WestJet aircraft in March, is free for members of the WestJet Rewards program, which is free to join, Taylor explained.

The Wi-Fi’s speed is worth phoning home about. “It’s like you’re surfing from your sofa at home,” Taylor said, coming through loud and clear on FaceTime, proving that a good connection doesn’t end at the gate.

“We're incredibly proud that this is going to be part of the guest experience going forward.”

WestJet Wi-Fi presented by Telus also extends to the WestJet Group’s tour operations –Sunwing and WestJet Vacations, which are collectively flown on WestJet aircraft.

Those customers, too, can also access “this incredible addition to the guest experience,” Taylor noted.

Not a pixel out of place

The satellite-powered connection marks a significant upgrade for WestJet, which previously relied on a different provider for onboard internet when it was a paid service.

From our side of the screen, Taylor’s signal was smooth, the picture crystal clear. Not a pixel was out of place.

WestJet’s new Wi-Fi is currently available on the company’s main fleet of 737s, including narrowbodies that fly to Europe, and plans are underway to extend the connection to the 787s, Taylor said.

The airline is “constantly having conversations” about how to make the Wi-Fi a consistent part of the brand, Taylor went on to say.

This could, one day, mean extending the connection to Encore, WestJet’s regional arm.

“There’s an ongoing conversation about how fast and how far we can extend it,” Taylor said.

Ahead of schedule

Taylor agreed that in today’s fast-paced, always-connected world, reliable high-speed internet on airplanes has become an essential service – rather than a luxury.

“We’ve made a big bet to ensure we’re investing in the guest experience,” she said. “It's very important that we were a first mover in this area.”

Taylor said that, globally, WestJet currently leads in equipping its mainline fleet with satellite-enabled Wi-Fi, more than any other airline.

“We're really proud of how fast we were able to roll this out,” she said. “We’ve ramped up significantly in the last few months. We’re well ahead of our schedule.”

Taylor, who flies back and forth across the country almost every week, has been using the new Wi-Fi regularly.

“It’s a game changer in terms of how productive I am,” she said.

Customers, too, seem to be responding positively. Taylor spend her flight yesterday talking to passengers on board. “People love that it's free, that it’s high speed and efficient,” she said. “They love that they don't have to pre-download movies or content before taking off.”

Month-long party

WestJet’s strategy isn’t just to fly higher — it’s to surf faster.

“To equip 100 of our aircraft, in such a short amount of time, is a testament to our commitment to elevating the guest service and making sure that connectivity and accessibility is a pivotal part of our brand,” she said.

To mark the 100-plane milestone, WestJet is upping the in-flight fun. Yesterday, passengers on board Taylor’s flight were treated to a live, roaming magician.  

The airline has also launched a month-long social media activation, under the hashtag #wifli100, to highlight customers on its channels and give away prizes.

“We're excited to continue this party for the rest of October,” Taylor said. 

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