WestJet's updated website

[CR Resort Fan 4 Life]

Just got off the phone with WestJet who gave me all the latest on this.

As discussed they switched over to a new computer system and it hasn't gone smoothly. They had 60 minute+ wait times for their call centres yesterday and this morning but it seems to have died down now. I was talking to an agent within 13 minutes of calling today.

If you had a reservation with their old system it's still good. The only thing is that the confirmation number you had isn't useful for anything now. You cannot do a web checkin or mobile checkin with it. If you want to do either of these you need to call the WestJet call centre and get a new confirmation number.

There were apparently some flight delays yesterday with people having to all use the checkin desks and agents still getting used to the new system, but a quick scan of today's departures shows that most flights are leaving within 15 minutes of on time today. So I'd expect things to be all back to normal flight-wise within a couple more days.

Their web site was down for most of yesterday but it's back up and working today.

Thanks for the update and it's surprising you can not do online check-in if you made a reservation prior to this change, because you think that could still be done. Although I guess things could be worse because with my families reservations for this December we pre-paid for our seats, so we don't need to worry about checking-in online 24 hours before and wondering where we will be sitting and etc. So I guess we will check-in at Pearson which I assume we can still do with our original confirmation number right?

 

[ccudmore]

Yes, it sounds like you can still check in at the desk or kiosk (using anything but your confirmation number) at the airport.

 

[CR Resort Fan 4 Life]

Yes, it sounds like you can still check in at the desk or kiosk (using anything but your confirmation number) at the airport.

Well if we decide to use the kiosk what else can we use? So I guess then the best thing is to try the check-in desk, because their ticket agents should know what to do.

 

[ccudmore]

I've never flown WestJet before but on the kiosk for any other airline you can use a number of other things such as the credit card you used to purchase the tickets, passport number (if it was provided when you booked the tickets) or your frequent flyer card number (which in this case wouldn't matter since I don't think WJ has a frequent flyer program).

 

[CR Resort Fan 4 Life]

I've never flown WestJet before but on the kiosk for any other airline you can use a number of other things such as the credit card you used to purchase the tickets or your frequent flyer card number (which in this case wouldn't matter since I don't think WJ has a frequent flyer program).

Well if we can use a credit card that would be good. I just tried calling them and got a message saying they are un able to accept any more calls right now because they are really backed up and to try again in a few hours.

 

[Salinger]

Well if we decide to use the kiosk what else can we use? So I guess then the best thing is to try the check-in desk, because their ticket agents should know what to do.

Since you're not going until December, I'd give things a couple of weeks to settle down, and then call in and get your "new" reservation number.

While you may be able to work around it, it can only help to have it and it might save you some time at the airport by having no hassle in using the kiosk.

 

[CR Resort Fan 4 Life]

Since you're not going until December, I'd give things a couple of weeks to settle down, and then call in and get your "new" reservation number.

While you may be able to work around it, it can only help to have it and it might save you some time at the airport by having no hassle in using the kiosk.

That's actually not a bad idea and I guess things could be worse, because I prefer WestJet a lot better to Air Canada. Plus like I said before even if we don't call and get a new confirmation number, we still have our pre-paid seats and if we had to checking in at the ticket counter with WestJet has always been a lot easier then with Air Canada.

 

[TanteDidi]

I just called WestJet (wait for 10 minutes on line) and they gave me a new reservation number. That took only few minutes and everything is OK

 

[Mickey's Best Girl]

I just called WestJet (wait for 10 minutes on line) and they gave me a new reservation number. That took only few minutes and everything is OK

Good to know. I think I'll give them a call and have mine changed as well. Thanx for the update!

 

[Harvestdj]

Called today and had a new confirmation number that matches their new reservation system within minutes. Tried the new number on the WJ website had had no problems getting in.

 

[Salinger]

I'm booked (Disney) for end of January. Haven't booked flight yet but the prices are crazy right now! Over $500... for January! I'm waiting and hoping they'll drop.

 

[MaryannF]

I received this apology from WestJet today...

On October 17, 2009 WestJet successfully implemented a new reservations system. This upgrade was made to allow us to expand the services and offerings we can provide. We anticipate that this new, state-of-the-art system will allow us to introduce many exciting initiatives that will be of great benefit to you, our guests, such as seamless connections to other airlines around the world.


While the system itself was successfully installed, there have been slowdowns at the airports this week and many of our guests have spent too long on the phone trying to get through to one of our agents. This is not the WestJet experience that you have come to know and expect from us and certainly not how we would like our airline to be recognized.


As the caring airline that values a great guest experience, we understand that this week has been hard on those of you who have been trying to call us, fly with us or connect to our websites. For those who experienced delays or less than stellar service this week, we offer our heartfelt apologies.

In the coming weeks, we anticipate that the system will be humming along and that it will enable us to provide you with the top-notch guest experience you have come to expect with WestJet.
On behalf of the 7,500 WestJetters who are working hard to create an amazing experience for you, we thank you for your patience and look forward to welcoming you aboard in the near future.

Sincerely,
Sean Durfy
WestJet President and CEO

 

[Salinger]

Yup, I received it too. Everyone who has a booking or is subscribed to their newsletter got it. It's also posted on their website.

Now, if they really wanted to show how sorry they are, they could have included a discount coupon with their apology!

 

[minnie56]

Well I have a booking and they forgot meeeee!

 

[CR Resort Fan 4 Life]

Well I have a booking and they forgot meeeee!

We also never got it.

 

[minnie56]

 

[honeymooner09]

I've got a new reservation code, and I can look it up and see it on the new sabre site, but still trying to figure out how to enter our passport etc info and can't find where to add it now!

Anyone know how to do this on the new site? Will probably just call to add it if I can't find out how to get it online.

 

[TanteDidi]

I've got a new reservation code, and I can look it up and see it on the new sabre site, but still trying to figure out how to enter our passport etc info and can't find where to add it now!

Anyone know how to do this on the new site? Will probably just call to add it if I can't find out how to get it online.

You can enter these infos only 24 hours before your flight

 

[ccudmore]

I think if you sign up for an account under their new system, and then make a new reservation using that account, you can set it up ahead of time. But it appears there's no way to take an existing reservation and link it to a new account.

 

[honeymooner09]

I think if you sign up for an account under their new system, and then make a new reservation using that account, you can set it up ahead of time. But it appears there's no way to take an existing reservation and link it to a new account.

Ya that's what I figured.

Under thier old website I entered all my husbands info (passport and where we were staying etc).

I was waiting on my new passport before I entered mine, and now I can't enter it. I will just leave it until we get to the airport, or I might call. Just wanted to see if anyone else knew where to do it on the new site.

Thanks!