Westjet 2008 Annual Report Download - page 17

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Delivering great guest value is the most important part of
what we do. Looking forward, if there’s one thing that will
continue to separate us from the rest, it’s how we treat our
guests. From the time they book until they reach their fi nal
destination, it’s all about providing them with the ultimate
guest experience.
In 2008 we:
• Continued to deliver an unrivalled guest experience with
90 per cent of our guests recommending us to their friends
and family
• Achieved on-time performance, completion rate
and a baggage ratio that were top 10 among
North American airlines
• Enhanced our current network with new non-stop
routes and frequencies that helped meet the demands
of our guests
• Enhanced the guest experience with new products and
services such as pre-reserved seating and self-serve
baggage tagging at select airports
• Partnered with Canada Connects, allowing guests to
easily access connecting fl ight schedules
• Dispatched “Care Crews”, as part of our Caring Comes
Home promotion, to perform random acts of kindness in
11 cities across Canada
• Partnered with CanWest to create the successful
Fly Free promotion
• Provided hotel rooms, meal vouchers, taxis, chartered
buses and third-party aircraft charters to care for guests
caught in severe coast-to-coast winter weather during
the busy holiday travel season because it was the right
thing to do
guest
experience
and
performance