I Don’t Understand Modern Businesses.

“Through this forum you've reached a team that does not specialize in new West Jet Vacations bookings or pre-travel inquiries so to get the assistance you need please call into our Service and Sales Centre where one of our friendly agents will be happy to help you. We can be reached at 1-877-737-7001, between 6 a.m. and 10 p.m., Mountain Time, seven days a week. If you are looking for air-only, please contact 1-888-937-8538 24 hours/day, 7 days/week”

When I contemplated moving to Bonavista five years ago I noted with satisfaction that St John’s had an International Airport. Once I’d moved here I paid attention to detail: The international flights are to Boston, just down the coast, but in the USA. A flight to Paris is close to 24 hours, because one must travel to St John’s and then fly west to Toronto to catch a flight that passes over Bonavista some fifteen hours after I pulled my back door closed.

I, of course, had assumed a flight of only five and a half hours to Paris, being two hours closer to Paris than is Toronto.

Well, last week West Jet announced a service from St John’s to Gatwick London. It’s an improvement.

West Jet launches new direct London Gatwick to Newfoundland and Labrador flight route

So I went online, found no details, and left an email via their web-page form.

“Through this forum you've reached a team that does not specialize in new West Jet Vacations bookings or pre-travel inquiries so to get the assistance you need please call into our Service and Sales Centre where one of our friendly agents will be happy to help you. We can be reached at 1-877-737-7001, between 6 a.m. and 10 p.m., Mountain Time, seven days a week. If you are looking for air-only, please contact 1-888-937-8538 24 hours/day, 7 days/week”

What is wrong here?

Well they don’t realize that I am excited, eager, enthusiastic, and a whole lot of other adjectives that describe me. I am, in short, a candidate for their first flight. I could revisit Poissy and even visit my pal Trevor who I’ve not seen since 1978.

Why, given the unhurried pace of email (take your time to reply; I’m out in the garden right now) does a business throw the ball back to me and suggest I start a new channel of communication – an 8xx help line and, we can be sure of this, sit on hold because “our staff will be delighted to help you”?

What can’t West jet act like a modern business and forward my email to someone in that 8xx office who is capable of typing? I have already made the effort to describe my situation. Why make it twice as costly by making me dictate the data once again.

I could have been on their inaugural flight; I have the cash at hand.

Why aren’t they keen to snag my business?

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