Reflecting WestJet CEO Alexis von Hoensbroech's recent statement on completing his first year with the company, WestJet has announced a new program and new leadership to improve guests' travel experience.
“We were reminded this past holiday season just how fragile the aviation ecosystem is across Canada and the role we as an airline play in safeguarding the travel plans of our guests,” said Alexis von Hoensbroech, Chief Executive Officer, the WestJet Group in the new announcement.
“At WestJet, our priority is to provide our guests with a seamless and enjoyable travel experience and this year, our commitment is returning WestJet to the friendly, reliable, affordable airline that Canadians know and love.”
According to WestJet, the airline’s newly launched Operational Excellence program will encompass the re-design of the guest experience across all touchpoints of the travel journey with a strategic focus on digital enhancements, IT infrastructure management and operational resilience.
To lead the program, the airline has named Colleen Tynan to the newly created role of Vice-President, Experience Management. Tynan has been a WestJetter for 20 years and has held a variety of roles across the Corporate, Commercial and Operations teams at WestJet. Most recently, Colleen oversaw WestJet’s international and domestic airport operations as Vice-President, Airports.
“I am thrilled to lead this new team that will bring the best of WestJet together to deliver upon a renewed vision for our guest experience,” she said in the release.
“Whether it is a disruption to a guest’s travel plans, a delayed bag, or how we communicate, we are making investments across our business to better improve on self-serve functionality, guest communication and providing WestJetters across our organization with the tools they need to best assist our guests when they need us most.”
