After returning
to Ottawa, we quickly sent off an email to WestJet Airlines to express our
appreciation for their help with our flight changes.
January
2, 2002
To:
WestJet Airlines
On
Thursday, December 20th, I received horrible news that my brother had been
missing for two days. When I heard the news, my husband and I happened to be
visiting our son in Red Deer, Alberta. We were scheduled to fly home from
Calgary to Ottawa on Saturday, December 22nd, but due to the disturbing news
about my brother, we wanted to fly to Regina instead to assist with a search.
As you well know, the latter part of December is a busy time for the airline industry.
Upon our arrival at Calgary airport on Saturday morning, my husband started
trying to change our travel arrangements. Unfortunately, there were no
available seats on any of the flights from Calgary to Regina. However, with the
assistance of the Calgary WestJet staff who were extremely helpful and
sympathetic, we were permitted to exchange our tickets and make alternative
arrangements to fly out of Regina on December 26th instead of Calgary on the
22nd, at a very reasonable price. In that way, we were able to drive from
Calgary to Regina and help with the many details necessary to conduct a search
for a missing relative. I am sorry to advise that we still have no clues as to
my brother's whereabouts. Please accept
our deepest appreciation for the assistance we received from the very
professional and kind staff at WestJet. You might be interested to know that we
have shared this story with many others, and so far no one has been surprised
at the great service we received from your airline. You have a very good
reputation.
Yours
sincerely,
Darrel
and Loretta Smith
They responded
the same day.
To
Loretta and Darrel,
Thank
you for the email. I can't thank you enough for taking the time to write us
about the customer service you received when your family is obviously
experiencing difficult times. I'm glad that WestJet was able to make a very
stressful experience just a little easier. Please take care of yourself and
your family. Everyone at WestJet is praying for a happy family reunion for you
and your brother. All the best.
Sincerely,
WestJet
Airlines Ltd.
For me, the help
that we received from WestJet meant a great deal. It was such a frustrating
time … little information, inability to take action, questions galore, a deep
sense of confusion, a deeper sense of loss, too much speculation … so it was
wonderful to have concrete assistance to which we could respond gratefully.
