COM0014 Blog #4 – B2C Case Study: Talkin’ to your peeps!

How much do I love it that WestJet is on social media? As an avid traveller who has lived through the days of ‘too bad for you – we have your money’ travelling where there was almost no way to contact airlines or travel companies outside of business hours when something went wrong (and things ALWAYS went wrong outside of business hours!)

Since their creation in 1996, WestJet has engaged in social media, engaging travellers through their Facebook, Twitter, YouTube and Instagram platforms as soon as they were available, and engaged with travellers to tell stories about their charitable activities or to engage in what I would call ‘travel talk’ – communicating information about low fares or the best things to do during a beach vacation. They go above and beyond to reach out and touch their customers – even when they have negative things to say. They use Twitter to help young Jedi to get their light-sabres home and YouTube to tell people about the Top Ten things to do in London! Their award winning WestJet Christmas Miracle videos have broken reach records, going viral, and making me cry every year!

And to demonstrate how important social media is to the company,  last April WestJet announced that they would be the first airline in Canada to provide 24/7 social media support via Twitter and Facebook. So you can talk to them ANY TIME!!!

I love WestJet’s mission, which is to ‘enrich the lives of everyone in WestJet’s world.’ (WestJet Annual Report, 2016 p.8). They truly try to make the world a better place to live in by enriching both the lives of their employees and those they serve. Bravo.

Have you ever had an experience like that with an airline? Drop me a line.

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