Tag Archive for West Jet

Flying high in a crisis

WestJet run one of my all time favourite Twitter accounts, it’s friendly, humorous and useful. They have also produced one of the best ever Youtube videos from a company.

Recently they’ve been doing a great job in a much more challenging situation. A series of bomb threats to their planes has resulted in diversions, delays, speculation and a lot of questions.

They’ve handled it admirably with all the key ingredients of a good social media crisis response

1. Fast and authoritative updates

 

2. Shareable informative messages

 

3. Directing people to relevant information from partners

 

4. Not engaging in speculation and encouraging others not to speculate

 

5. Answering questions

Reply

 

 

6.Thanking supporters

Thanks

 

7. Moving on with confidence

There’s a lot to be learned from their social media and crisis handling. They have a fantastic style and tone that really hits the mark no matter what the situation.

Let’s hope they can get back to fun YouTube videos soon.

I’m dreaming of a West Jet Christmas

Twas the month before Christmas, when all through the world,
Not a person was stirring from WestJet’s Youtube.

With just nine weeks until Christmas, one thing I’m really looking forward to is West Jet’s Christmas promotion.

Two years ago they did a fun and popular flash mob video, it has now reached 1.5million views and was well received, and I’m sure they were pretty pleased with how it went.

Last year they went so far and above that I’m not sure how they will follow it. They produced one of the best videos I’ve ever seen.

[youtube https://www.youtube.com/watch?v=zIEIvi2MuEk&w=560&h=315]

Passengers waiting to board West Jet flights tell Santa, via a video link, what they want for Christmas. While they are en route over 150 West-Jetters (West Jet staff), volunteering their own time, source and wrap the requested presents. When the passengers reach their destination, out come the presents on the luggage carousel, including a “big tv”. The man who said he needed new socks and underwear was particularly disappointed when he realised what was happening!

West Jet got this so right, the idea is brilliant and the execution is perfect to create a truly heart warming video that is a fantastic advert for their company.  They said they would donate flights to a needy family if they got 200,000 views. They managed that in a few hours. Within two days two million people had seen the video. After a week, 13 million people in over 200 countries had viewed it. To date over 36million people have watched it. The bloopers video has had more views than the 2012 flash mob video had in total.

West Jet is a company that prides itself on treating staff and customers well, and this epitomises that. It shows them listening to their customers, getting to know them, providing exactly what they want, delivered by staff who are prepared to give up their time to keep customers happy. For them it’s a gift that keeps on giving, costing a fraction of a traditional TV ad, generating millions in positive press coverage, and no doubt encouraging many people to fly with them this year just in case in happens again.

The only headache for the West Jet communications team is how they can possibly top it this year? I can’t wait to see what they come up with.

By Claire Turner

@clairet18