My wife and I experienced a new level of customer service flying home from Calgary to Regina on WestJet. My wife needs to be portered from the check-in area through security to the boarding gate. The check-in area was as busy as we have ever seen but check-in was simple and problem free. We then went to the customer service desk to arrange for a wheel chair or a cart. The agent we talked to was excellent despite all the customers he was handling. He inindicated to us that they are training a new group of employees but someone would help us. Shortly thereafter a gentleman named Ed broke away from the group of trainees and said he was the guy that was going to help us. He pushed my wife through the check-in area, through security right to the gate. During that time we had a great conversation with him, about his family and our family. We found out that he came to Canada from New Zealand for a job. His adult sons were still in New Zealand, but his wife and daughter were with him in Canada. He hadn't seen his sons for 2 years due to Covid. When we got to the gate he formally introduced himself - he was Edward Simms the President and CEO of WestJet. Because the day was so busy with people flying and that they were short of frontline employees that he and the WestJet executive team went to the frontline to help. How often would you hear that the CEO puts up their hand and says we can help. Wow!
