Sponsor Message:
Civil Aviation Forum
My Starred Topics | Profile | New Topic | Forum Index | Help | Search 
WestJet Rated #2 Most-Respected Company In Canada  
User currently offlineGoose From Canada, joined Aug 2003, 1840 posts, RR: 15
Posted (10 years 2 months 4 weeks 1 day 11 hours ago) and read 2992 times:

A bunch of stuff not aviation-related for the last half of the article, but some good news for WestJet at the top......


http://www.globeinvestor.com/servlet/ArticleNews/story/GAM/20040119/RMOST19

http://www.mostrespected.ca/

News from The Globe and Mail

RBC tops annual survey; WestJet ascends to No. 2

By RICHARD BLOOM
00:00 EST Monday, January 19, 2004

Royal Bank of Canada is once again the country's most respected corporation, according to an annual poll of chief executive officers provided exclusively to The Globe and Mail.

But as RBC claimed its fourth title in the survey's nine-year history, dark horse WestJet Airlines Inc. managed to sneak into the spotlight with the banking heavyweight - soaring to the No. 2 spot from seventh place in 2002 and 147th in 2001.

The latest results of the KPMG/Ipsos-Reid survey of Canada's most respected corporations show RBC secured a landslide victory for the second year in a row, scoring dramatically higher than second-place WestJet.

This is the ninth annual Canada's Most Respected Corporations Survey, sponsored by KPMG and conducted by Ipsos-Reid. The poll, which surveyed 255 corporate leaders, identifies the most respected company and chief executive officer in the country from among their peers, and provides an outlook on economic and business conditions in Corporate Canada.

'"RBC" is viewed to be the stellar darling of the corporate world,' said John Wright, senior vice-president at Ipsos-Reid, who has worked on the study since its inception.

Bill Dillabough, managing partner of markets with KPMG, said: 'There is consistency in recognition that corporate reputation matters and that performers are recognized by their peers as stellar examples of high performance.'

x RBC swept six of nine categories; long-term investment, human resources management, financial performance, corporate social responsibility, corporate governance and 'top-of-mind' (which asked CEOs to name a company other than their own that they 'admire' or 'respect').

Three points were awarded each time a company was the first mention in a given performance category, two points for each second-place response, and one point for a third-place mention.

RBC scored a total of 983 points, nearly triple WestJet's 357.

Telecom giant BCE Inc. - the parent company of Bell Canada and Bell Globemedia, which owns The Globe and Mail - finished in the No. 3 spot. It has held the bronze medal since 2001.

Loblaw Cos. Ltd. received the fourth-highest score, up from fifth in 2002, while Bombardier Inc. finished fifth, down from the No. 2 spot in 2002. Bombardier won the most respected title in 2001.

'Consistency is a word that I certainly use; you don't build a reputation overnight. It comes from consistent performance in a number of categories,' RBC chief executive officer Gordon Nixon said during a telephone interview, after being informed about his company's performance.

'I believe very strongly that any organization is really only as good as its human assets and we have terrific people across the country who continue to deliver very strong results in all categories. Not just for the shareholders but for the communities and for all of our other constituents.'

At WestJet, meanwhile, CEO Clive Beddoe was at a loss for words when informed of the results.

'I'm thrilled, flattered, and a bit speechless,' he said.

Two key category wins propelled WestJet to the No. 2 spot, according to Mr. Wright. The Calgary-based discount airline took the 'high quality service/product' and 'customer service' categories. (Last year, Bombardier won quality while Wal-Mart Canada Corp. scored top marks for customer service.

'Our industry has had a very sad record of abusive behaviour towards their customers and I think that's a byproduct, sadly, of monopolies - they tend to not have to worry about customer service,' he said, referring to Air Canada and its virtual monopoly in this country.

'We just think that, if people are going to pay us to fly on us, the least we can do is respect that and treat them the way we'd like to be treated and respect the fact that, essentially, they're entering into a contract with us to get them from A to B at a certain time. And if we don't do that, we've always felt we owe them compensation.'

WestJet's key rival, Montreal-based Air Canada, did not place among the survey's top 25, nor was it found among any of the subcategories' top 10 lists.

The fact that WestJet performed so well while its massive competitor didn't show up at all didn't surprise Tima Bansal, a professor of management strategy and international business at the University of Western Ontario's Richard Ivey School of Business.

Prof. Bansal, who closely follows a similar U.S. study, said that, in her opinion, two things matter on these types of polls: size of company and earnings growth. And while Air Canada is incredibly large, its balance sheet has been dismal.

'"WestJet" flew its first flight in 1996. What's that - seven years? That's tremendous. It has had a 67-per-cent compounded annual growth rate. That's huge,' she said.

'"But" it's not just growth, it's growth in an industry that has been dominated by Air Canada. ..... Here you have the Goliath being dislodged by David.'

She said that CEOs must be impressed by WestJet's ability to grow within an incredibly difficult operating environment. Indeed, from the Sept. 11, 2001, terrorist attacks to last year's SARS scare to high fuel costs to fear of future terrorist attacks, the airline industry has been hammered over the past couple of years, resulting in a handful of high-profile financial flameouts, including Air Canada's filing for bankruptcy protection.

But amid spectacular turbulence, WestJet's operations have grown substantially. In recent years, WestJet's profits have risen, its share price has soared, it has added new planes and it has beefed up service across Canada. In fact, last week, the carrier said it will triple its Toronto service as it targets the lucrative segment of business travellers moving within the Toronto-Montreal-Ottawa triangle.

Air Canada suffered the complete opposite scenario: filing for bankruptcy protection, laying off thousands of employees and paring down its operations.

'WestJet is the golden child in a way,' Prof. Bansal said.

Mr. Wright added: 'In this day and age, we hear so many things about bad customer service, in terms of airlines. This is ranked No. 1 against all other categories. ..... It's clear they're doing something right.

'I think WestJet is a stellar example of where CEOs not only admire the company, but probably use the product. Its a remarkable story on this list.'

RBC's Mr. Nixon is among that camp of WestJet admirers: 'It's quite remarkable how quickly you can move up if you do a good job, which is what they've done. Good for them.'

Most respected methodology
A scoring system was used that gave companies three points for each time they were the first mention in a given performance category (there were eight performance categories), two points for each second place showing and a point for a third place showing. An additional three points were attributed to firms cited in a question in which CEOs were asked to name their choice for the single most respected corporation overall. The final tally for each firm is the sum of these points.



"Talk to me, Goose..."
17 replies: All unread, jump to last
 
User currently offlineCanadaEH From Canada, joined Jul 2003, 1341 posts, RR: 4
Reply 1, posted (10 years 2 months 4 weeks 1 day 2 hours ago) and read 2851 times:

Wow that's pretty cool to hear!


EH.
User currently offlineGoose From Canada, joined Aug 2003, 1840 posts, RR: 15
Reply 2, posted (10 years 2 months 4 weeks 1 day 2 hours ago) and read 2833 times:

Considering WestJet placed 7th last year, and 147th the year before... it's quite a feat.

It also shows that WestJet's stigma and brand recognition is growing by leaps and bounds, especially in Eastern Canada, and in Toronto in particular - where a good portion of the CEOs who were polled for this survey most likely live and work, Toronto being the "Head Office Capital" of Canada.



"Talk to me, Goose..."
User currently offlineLymanm From Canada, joined Jan 2001, 1138 posts, RR: 1
Reply 3, posted (10 years 2 months 4 weeks 22 hours ago) and read 2779 times:

*Tongue in cheek* ...I was expecting a more typical CanadaEH response:

"Wowee, I'm soooooooo thrilled that my company has been recognized. And as a WJ employee, I just know that Clive would love to thank me personally for being such a vital part of our winning, super team first attitude. I would like to also like to thank Clive for allowing me to be part of this fantastic, orgasmic love fest that I experience every minute after I punch in at work. In fact, the hardest hours of the day are when I'm at home, just dying to get to work and burst with team first-ishness..."

Seriously, #147 to #7 to #2 is impressive. Oddly, the timing of the ascent coincides with increased YYZ service.



buhh bye
User currently offlineCanadi>nBoy From , joined Dec 1969, posts, RR:
Reply 4, posted (10 years 2 months 4 weeks 7 hours ago) and read 2688 times:

Let me tell you a Westjet story about two of their employees.

On Sunday, January 18th, I was at YVR International waiting to board an AC flight to YYZ. As I had an hour to kill before heading to the departure gate,
I elected to go outside the domestic departures level to have a smoke or 2 and a Tim Hortons coffee. I was standing outside the Westjet check-in area while smoking (God, embarrassing and disgusting to say that!) Anyway, a taxi-van pulls up. The driver gets out and helps a WJ pax who broke a leg and an arm while skiing in Whistler (he told me as the driver collected his bags). Obviously, this poor guy could not carry his bags, and I was about to offer him assistance, when the driver offered to carry his luggage for him to the WJ counter.

I watched them proceed inside to the WJ counter. The driver was inside with the pax for about 2 minutes, when a tow-truck pulled up to where the taxi-van was parked. I had my back turned to the curb, and when I turned around, the tow truck driver got out and proceeded to hook up the taxi-van to be towed away. I couldn't believe what I was seeing. I immediately told the driver where the driver was and WHY he was not around. The tow truck driver ignored me and continued to hook up the taxi. Now I was pissed off to no end, and told the driver that if he towed that taxi away, I'd contact YVR airport authority and make such a stink he'd never work the airport premises again. He said there was nothing he could do, as the taxi was already hooked up. Bullshit. An airport comissionaire came over, I explained the situation to him, and he took my side; a yelling match ensued against the tow truck driver.

At this point, 2 WJ pax service agents came out with the taxi driver (they watched from inside at the counter) and asked the tow truck driver nicely to unhook the taxi, explaining the driver had helped one of their incapacitated pax. You could tell both WJ guys were pissed off as well. The tow truck driver told us all to F off, got in and drove off with the poor guys taxi. We were livid, to say the least. The driver was VERY upset, poor guy.

At that point, one of the WJ guys pulled out a company credit card and offered to drive the taxi driver to the pound and told him that WJ would pay for all of the tow/impound charges. Not only that, the other WJ guy, who turned out to be a supervisor, told the driver that once he retrieved his taxi, to come back to the counter where WJ would issue him a confirmed pass for future WJ travel as a way of saying thank you for looking after a WJ pax. The driver was positively speechless (so was I) and he politely declined the free pass, but the WJ supervisor insisted, saying, "Westjet insists on issuing you the pass for all you did for our passenger and for the unfair way you were treated just now. We insist". The driver sheepishly accepted, said many a thank you, and he and the 1rst WJ pax agent went off to retrieve the guys taxi out of the pound, paid for by WJ.

I was SO impressed by these WJ guys, and touched by their genuine concern for the unfair plight of this taxi driver, and told the supervisor how proud I was of his actions. I got his name and that of the other agent, and wrote a letter to Clive while flying home. I hope he receives it. I also wrote a detailed letter to the YVR airport authority regarding this matter (as did the WJ supervisor). I hope that scum of a tow driver gets his just dessert.

Many thanks to Greg and Justin of WJ in YVR. Great job, guys!


User currently offlineAirbusfanYYZ From Canada, joined Oct 2002, 1431 posts, RR: 26
Reply 5, posted (10 years 2 months 4 weeks 7 hours ago) and read 2678 times:

My faith in the human race has been restored. Great story.

Cheers,
Kaz



t.dot photography
User currently offlineBCAInfoSys From , joined Dec 1969, posts, RR:
Reply 6, posted (10 years 2 months 4 weeks 7 hours ago) and read 2668 times:

Yeah! Bravo to WJ! Next time I'm up visiting our cousins to the North, I will be sure to catch a WJ flight!  Smile

User currently offlineCaptaingomes From Canada, joined Feb 2001, 6413 posts, RR: 56
Reply 7, posted (10 years 2 months 4 weeks 6 hours ago) and read 2628 times:

Wow, great story! This is testimony to not only two amazing people employed by Westjet, but also shows that they are empowered with the tools to resolve issues as they see fit. Almost every company claims they empower their employees, but this shows Westjet really does empower their employees. Great job.

My question to other airline folks ... would your airline give you the power that this particular supervisor showed?

I'll give another story that is somewhat similar in nature. A particular Royal Airlines A310 flight across the Atlantic had to divert to Iceland. I don't recall if it was a bomb threat (I believe so) or a technical malfunction. This flight for whatever reason was going to stay in Iceland for quite a while. The inflight director then organized some tour buses to pick up the passengers and take them for a tour of the area, paid for their meals, etc. This, instead of being stuck inside an aircraft or an airport terminal. I really don't recall all the details, as this story was told to me two and a half years ago. Obviously the passengers were pleased with the result, and so was the owner Michel Leblanc, who personally thanked the inflight director for his actions. Of course, at the time, Royal was considered a full service charter airline, so they took pride in the way they treated their customers.




"it's kind of like an Airbus, it's an engineering marvel, but there's no sense of passion" -- J. Clarkson re: Coxster
User currently offlineCanadi>nBoy From , joined Dec 1969, posts, RR:
Reply 8, posted (10 years 2 months 4 weeks 6 hours ago) and read 2625 times:

"Wow, great story! This is testimony to not only two amazing people employed by Westjet......"

Dontchya mean THREE amazin people.......them, and ME! Only I aint employed by Westjet....but I'm still amazin! Heheheheh.......kidding! Couldn't resist!


User currently offlineCanadi>nBoy From , joined Dec 1969, posts, RR:
Reply 9, posted (10 years 2 months 4 weeks 6 hours ago) and read 2602 times:

Seriously, CaptainGomes, that's a great Royal story. Kudos to that in-flight director for displaying initiative and imagination. There should be more people like him. Only one thing............ tour buses of the Iceland area around Keflavik airport? The terrain there is like the MOON! Seriously. It's barren as hell and even has craters! LOL. NASA even used Iceland to train the astronauts, if I'm not mistaken. Oh well, at least the pax got out of the airport.


User currently offlineCaptaingomes From Canada, joined Feb 2001, 6413 posts, RR: 56
Reply 10, posted (10 years 2 months 4 weeks 6 hours ago) and read 2591 times:

Canadi>nBoy, you are a disgrace! You used to work in the airline industry, and LEFT the industry. Therefore, you shall not be commended for ANY of your actions. Got it?!?!?!?!?!?!?!?!?

You don't love the industry. Nooooooo, you are too good for it! People like you should be ashamed of themselves. Coming on here, acting like they actually know something, and like they love the industry. Come on man. Get a life.





Now now, you know I'm kidding! I'm glad you stuck up for these people. When I first read your story, I was wondering if it had a bad ending for the Westjet employees. Writing to Clive was the right thing to do. Employees could do the greatest deed, and they'll never get a letter from customers. So when they do in fact get a letter, it is usually very highly received. Good work Canadi>nBoy!  Big thumbs up



"it's kind of like an Airbus, it's an engineering marvel, but there's no sense of passion" -- J. Clarkson re: Coxster
User currently offlineCaptaingomes From Canada, joined Feb 2001, 6413 posts, RR: 56
Reply 11, posted (10 years 2 months 4 weeks 5 hours ago) and read 2582 times:

CB, maybe it was Greenland??? I dunno! I recall something about hot springs though, so maybe only those with swimsuits went. If I can get the whole story, I'll pass it on. I know it's only bits and pieces. Or maybe if Oneworld reads this, and he knows the story better, he can fill in the blanks. I'll remember not to post any incomplete stories in the future  Sad


"it's kind of like an Airbus, it's an engineering marvel, but there's no sense of passion" -- J. Clarkson re: Coxster
User currently offlineCanadi>nBoy From , joined Dec 1969, posts, RR:
Reply 12, posted (10 years 2 months 4 weeks 5 hours ago) and read 2587 times:

Why Lord Sweet Jesus, I swear in all my born days I have never, EVER been as insulted and mudslinged as I have by the likes of you, Portuguese Man!
Just who the H E L L do ya think ya arr, eh? And lemme tell ya somethin, bucko, I am STILL IN this industry, active for 6 and half years in Corporate meetings/events and incentive travel! I've flown this GODDAMNED Globe for my present company, baby, WITH IATA issued I.D! And lemme tell ya somethin else, Lisbon Louis, I didn't leave the airline industry....it left ME! Stranded in Goddamned Scotland with nothing but tea to drink and hagus to eat!




Heheheheheh.....Yeah, I was very proud of the WJ boys in YVR. They really and truly went the extra mile, and then some. I have a feeling Clive would be proud of them. It left me with a very deep and positive feeling about Westjet.


User currently offlineCanadaEH From Canada, joined Jul 2003, 1341 posts, RR: 4
Reply 13, posted (10 years 2 months 4 weeks 3 hours ago) and read 2539 times:

Yet another great post Lymann, keep it coming!

Hey Canadianboy, next time your in YVR check out our seating area by the check-in counter - there's about 100+ stories hanging on the wall that were sent in from passengers about the service they witnessed/recieved on Westjet. While they may not all be as kind or generous as the story you explained above, they're a good indicator of how we make a positive impact on people.



EH.
User currently offlineCanadi>nBoy From , joined Dec 1969, posts, RR:
Reply 14, posted (10 years 2 months 3 weeks 6 days 14 hours ago) and read 2484 times:

Eh, CanadaEH, thanks for the info re WJ pax stories....I'll definitely check it out when I head back to YVR in February.

"While they may not all be as kind or generous as the story you explained above, they're a good indicator of how we make a positive impact on people."

My friend, it's not so much the particulars of the positive acts executed by employees that are remembered; it's the spirit, human compassion and sincerity that make these actions priceless in the customers eyes and mind.
Never underestimate the value of a genuine smile and the impact it has on a weary traveller.


User currently offlineFallingeese From Canada, joined Apr 2001, 2097 posts, RR: 18
Reply 15, posted (10 years 2 months 3 weeks 6 days 10 hours ago) and read 2438 times:

It is stories like the above stated that help to improve Westjets status in Canada. That taxi driver will have a free flight, you know he will pass his story along to more of his friends, about the great customer service at Westjet. Just helping one person adds more "guests"...we have to be sure to use proper Westjetology.


Mark McWhirter...Contrails Photography
User currently offlineCaptaingomes From Canada, joined Feb 2001, 6413 posts, RR: 56
Reply 16, posted (10 years 2 months 3 weeks 6 days 10 hours ago) and read 2424 times:

Fallingeese, I have much respect for Westjet. But I really hate the use of the word "guests"  Big grin Let's face it, they aren't guests. They paid for the service, so they are customers! Grrrrrrrrr  Big thumbs up


"it's kind of like an Airbus, it's an engineering marvel, but there's no sense of passion" -- J. Clarkson re: Coxster
User currently offlineKaitak From Ireland, joined Aug 1999, 12321 posts, RR: 35
Reply 17, posted (10 years 2 months 3 weeks 6 days 9 hours ago) and read 2418 times:

Nice to know I work for the most respected company in Canada (RBC), even though I've never been there!

Top Of Page
Forum Index

This topic is archived and can not be replied to any more.

Printer friendly format

Similar topics:More similar topics...
Most Respected People In Aviation posted Sat Mar 3 2001 23:00:10 by DeltAirlines
Bashing Your Company In Public? posted Sun Nov 26 2006 17:58:48 by Adriaticus
MAD - Most Bumpy Approaches In Europe? posted Mon Aug 28 2006 13:36:41 by Glidepath73
Airplaneski! On History Television In Canada posted Wed Jul 19 2006 02:43:50 by KrisYYZ
Looking For Info On Afrinat Airlines In Canada posted Tue Jul 11 2006 05:41:04 by CurtisMan
Can The AN-2 Be Used In Canada? posted Tue Jul 11 2006 03:14:22 by Tu204
Flight Schools In Canada posted Wed Jun 14 2006 04:39:49 by 757MDE
Flair Airlines (in Canada)? posted Sun Jun 11 2006 00:25:13 by Canuckjetsettr
Keeping Connie In Canada posted Tue Jun 6 2006 15:48:13 by Lutenist
AN-12 To Be Based In Canada. posted Fri May 19 2006 19:20:00 by Wolsingerjet