WestJet, once lauded as one of Canada’s most customer-friendly and efficient airlines, has been hit with a string of internal scandals and operational challenges in 2024, leaving its future uncertain. Amidst labor strikes, management upheaval, and public outcry over service quality, several WestJet employees have come forward with alarming revelations about the state of the airline, sparking shock and concern among industry insiders and passengers alike. These revelations paint a picture of a company that is struggling to maintain operational stability and an internal environment marked by growing discontent.
Labor Disputes: The Breaking Point
One of the most pressing issues facing WestJet is the ongoing labor unrest that has paralyzed parts of the airline’s operations. In May 2024, the airline issued a 72-hour lockout notice to its unionized mechanics, members of the Aircraft Mechanics Fraternal Association (AMFA), after prolonged negotiations over pay and working conditions hit a deadlock. The mechanics have been vocal about their dissatisfaction, with many claiming that their wages have not kept pace with industry standards and inflation.
According to anonymous employee interviews, the breakdown in negotiations was far more severe than initially reported. One mechanic, who has worked for WestJet for over a decade, described the situation as “untenable.” He stated, “We’re being overworked, underpaid, and they’re asking us to maintain these planes under increasingly stressful conditions. The company’s pushing us to our limits, and it feels like we’re being set up to fail.” Several other mechanics echoed these concerns, pointing out that the company’s expansion into international routes has stretched its workforce thin without providing the necessary support.
The lockout threat disrupted operations, with flights delayed and some routes suspended due to a lack of available maintenance staff. This has put the airline in a precarious position as it struggles to maintain its reputation for reliability, especially on its international flights, which require more complex maintenance.
Employee Morale: ‘The Culture Has Changed’
WestJet, which was once known for its employee-centric culture, has experienced a significant shift in recent years. Current and former employees have described a sharp decline in morale, blaming the airline’s push for rapid expansion and management’s focus on cost-cutting. One flight attendant, who requested anonymity, revealed, “It used to feel like we were part of something special—like a family. Now, it’s all about profits, and the people who make the airline run are being ignored.”
This sentiment is not isolated. Several employees across various departments, including ground staff, customer service, and flight operations, have reported a sense of alienation from the company’s top brass. Another employee, working in customer relations, shared, “It feels like there’s no communication anymore. Decisions are being made without consulting us, and then we’re the ones dealing with the angry passengers when things go wrong.”
The rapid growth of WestJet, particularly its expansion into international markets, has strained its workforce, many of whom feel that the airline has lost its identity. “We’ve gone from being a Canadian favorite with a strong brand to just another airline trying to grow too fast,” said an operations manager. “And that’s when things start falling apart.”
Service Failures: A Public Relations Nightmare
WestJet’s internal struggles have manifested in very public ways, with service failures making headlines and damaging the airline’s once-sterling reputation. In late 2023, the airline faced a public relations nightmare when Paralympian Sarah Morris-Probert was forced to drag herself up the stairs to board a flight due to a lack of proper accessibility measures. The incident went viral and led to widespread criticism of WestJet’s treatment of passengers with disabilities.
While the airline apologized and promised to improve its accessibility services, employees say that this incident is just the tip of the iceberg. “There are countless service failures happening every day,” said a customer service agent. “We don’t have enough staff to deal with the volume of complaints. People are waiting hours for help at airports, and when they finally get to us, they’re furious. It’s exhausting.”
One of the key factors contributing to these service issues is the airline’s stretched resources. With a reduced workforce due to labor disputes and increasing demand from its expanded international routes, WestJet is struggling to maintain the same level of service that customers have come to expect. “We’re running on fumes,” said a gate agent. “Every day, it feels like we’re barely keeping things together, and it’s the passengers who are paying the price.”
Leadership Turmoil: A Vacuum at the Top
In October 2024, WestJet CEO Alexis von Hoensbroech abruptly resigned, leaving the airline in a state of leadership uncertainty. Von Hoensbroech, who had taken the helm in 2022, had been tasked with guiding the airline through its post-pandemic recovery and overseeing its international expansion. However, his tenure was marked by growing internal unrest, public relations crises, and unresolved labor disputes.
Employees say that von Hoensbroech’s resignation is indicative of deeper issues within the airline’s leadership structure. “There’s been a disconnect between the executives and the rest of the company for a while now,” said one senior employee. “They’re focused on expansion and profits, but they’ve lost sight of what made WestJet successful in the first place—its people.”
The resignation has left a vacuum at the top, with interim executives stepping in as the airline searches for a permanent replacement. This period of instability has further exacerbated the uncertainty within the company, with employees unsure about the direction the airline will take moving forward. “We need leadership that actually cares about fixing the problems here, not just making the company bigger,” said one employee.
Financial Strain: Growth at a Cost
The financial strain of WestJet’s ambitious expansion plans is becoming increasingly apparent. While the airline has successfully launched new international routes, it has struggled to balance the costs associated with this growth. Rising fuel prices, inflation, and increased competition from other airlines have put pressure on WestJet’s bottom line, forcing the company to make tough decisions about staffing and service levels.
Several employees have pointed out that the airline’s focus on cutting costs is directly impacting the quality of service. “They’re trying to do too much with too little,” said a pilot. “We’re flying longer hours with fewer resources, and it’s only a matter of time before something serious happens.”
Financial analysts have also raised concerns about WestJet’s ability to sustain its growth in the current economic climate. “WestJet is expanding at a time when the airline industry is still recovering from the pandemic, and the economic outlook remains uncertain,” said one analyst. “If they don’t resolve their internal issues soon, they could face long-term damage to their reputation and bottom line.”
The Road Ahead: Can WestJet Turn It Around?
As WestJet grapples with these internal revelations, the question on everyone’s mind is whether the airline can recover from this turbulent period. While the company has made public promises to address labor disputes, improve service, and enhance accessibility, employees remain skeptical about whether meaningful change will come.
“The airline is falling apart inside,” said one long-time employee. “Unless they start taking care of their people and fixing the problems that are staring them in the face, I don’t see how they can turn this around.”
In the meantime, passengers and industry watchers alike will be keeping a close eye on WestJet’s next moves as it faces mounting pressure to regain the trust of its employees and customers before it’s too late.