Canadian Travel Press
Issue Date: Dec 09, 2019

Transforming the guest experience

Forecast 2020

Vice-President, Sales Distribution
and Contact Centre, WestJet

Since our first flight in 1996, WestJet has focused on providing better options for the travelling public.

While for many years it was connecting guests through leading low fares, we are now entering a new era where WestJet is becoming Canada’s other global network carrier giving travellers across the country more options to fly worldwide. It’s been a huge year for us, and 2020 promises to be even bigger. With one of North America’s youngest fleets, a growing global network and a larger focus on premium guest experiences, we look forward to working under new owners in Onex and the beginning of a deeper partnership with Delta Air Lines. Our travel partners and guests will love where they’re going with WestJet in 2020.


Travellers today want to feel confident when they travel and expect to have the technology to support a seamless travel experience. In 2020, WestJet is going to enhance the WestJet mobile app and website to provide guests with the information they need, when they need it. We will use new technology to power the mobile app and website and introduce a new look and feel, restructured content and new functionality. Mobile usage will be top of mind for our site redesign. We also have big plans for Juliet, WestJet’s Digital Assistant, who will be able to help guests better prepare for their journey. We’re looking at the future of WestJet’s voice assistant functionality which may include more personalized responses based on a guest’s information, flight check-in and security wait times at the airport.


Travellers – especially corporate travellers – will be looking for even more premium experiences from airlines. WestJet is focused on growing our premium traveller presence and guest experience and building strong partnerships with corporate and premium travellers.

Work has begun on our first flagship lounge at the airport in Calgary. The lounge is scheduled to open in late summer 2020 and will give top-tier WestJet Rewards members, Business cabin guests and select partner travellers a place to work and relax, while enjoying our award-winning hospitality. It will reflect the same exceptional experiences and elevated products we’re offering on our aircraft.

On board, our Premium cabin retrofit is fully underway with new features having already arrived this year and more to come in 2020. Guests who book a Premium fare on our 737s will enjoy even more comfort and space with 2×2 seating, new levels of privacy and enhanced dining options.


Continuing a long-term trend on the growth of global tourism, European destinations will lead the way. Since WestJet announced the arrival of our first Dreamliner in 2019, we’ve shown that we mean business when it comes to global travel. Our guests and travel partners will see more of that in 2020, as we meet the growing demand for international travel. Along with our new non-stop route between Calgary and Rome, we have added more than 300 Dreamliner departures to key domestic and transatlantic routes out of YYC including Toronto, Paris, London and Dublin. We’re also offering earlier start dates on our seasonal transatlantic routes to give Canadians and visitors more opportunity and more options whether travelling for business or leisure.