Customer Service Agent

Your expertise is essential in providing a safe and stress-free experience by helping guests check-in, supporting self-serve kiosks, preparing the aircraft for on-time departure, executing successful deplaning and boarding processes, greeting our most recent arrivals, assisting guests with connections, and more! You are there to help our guests, while creating the experience our guests have come to know and love about WestJet.

You play an essential role in ensuring our guests have a positive experience getting through the airport, including at check-in, baggage drop, gate operations and much more.

This role is also known as an Airport Agent in other bases.

Next Steps

Once you've signed your offer letter, what happens next?

Approximately one week before your start date, you'll receive an email titled 'Welcome to WestJet (course title)' containing your credentials: employee number, username, and email address.

Please ensure you have provided your current cell phone number to People Services. If this information hasn't been provided, call the ServiceDesk 1-888-255-0995 with that information and refrain from proceeding until it has been entered into the system.

Training

Now that you have received your email with your WestJet account information, you can start the setup for your training.

Step One: Follow this link WestJet First Time Login Laptop Setup: Complete the WestJet First Time Login Laptop Set up. This will provide you with an opportunity to create a password and authentication to access internal WestJet programs. This step can be completed on any device.

Step Two: Follow this link Citrix and Sabre: Complete the Citrix and Sabre setup and testing. This will ensure you are prepared and ready for class. If your computer does not meet the requirements outlined in the Citrix and Sabre Guide, we will provide a solution during your familiarization training at your local airport.

Step Three: Complete the additional requirements below.

Calgary YYC:

RAIC and Parking: Form will be sent to you by email "Welcome to YYC" sent by the YYC Airport Coordinator

WestJet Photo ID: Review the photo requirements and submit to yyc.airportcoordinator@westjet.com

Toronto YYZ:

RAIC and Parking: Form will be sent to you by the YYZ Admin

WestJet Photo ID: Review the photo requirements and complete this form

Vancouver YVR:

RAIC and Parking: Please fill out the Employee Parking form sent from the YVR Airport Coordinator. Once filled out, you will receive a map and Vancouver RAIC and Parking Form

WestJet Photo ID: Review the photo requirements and complete this form

Please complete the Vancouver AM/PM shift form

Edmonton YEG:

RAIC and Parking: Form will be sent to you by email by the YEG Airport Coordinator

You will participate in two days of Airport Familiarization organized by your local training and/or leadership team. Be ready to explore, meet your team and become familiar with the role of Airport Agent. For time and dates of training please refer to your Welcome to Training email.

The dress code is black dress pants, white buttoned down collared shirt, or blouse, and polishable brown or navy-blue dress shoes as per the New Uniform Policy (this is your dress code until you receive your WestJet Uniform).

Calgary Customer Service Agents: Your meeting location is Domestic Departures door one. Employee parking is in the green lot which is located off airport trail NE. Please be sure to give yourself additional time to find the parking lot to ensure you are on time for all training and shifts. If you have not received your RAIC before your first day, please press the intercom button located at the parking lot entrance and advise that you are new to YYC and do not yet have a RAIC to access the parking lot. Turn by turn directions can be found by searching YYC green lot in Google Maps.

Toronto Customer Service Agents: Your meeting location will be sent to your email from your local YYZ airport. Employee parking is at the Value Park Garage (6145 Viscount Rd). If you did not get your parking permit before Airport Familiarization, please make alternate arrangements, as you will not be able to access employee parking until this is set-up. If you have questions regarding parking, please contact leanna.cowenkuczuk@westjet.com.

Vancouver Customer Service Agents: Your meeting location is the WestJet Airport Boardroom, room 4132.01, on the fourth floor. Look for the elevator near the domestic food court between the information desk and the lottery counter and go to level four. Doors will open at 0800. If you need parking set up before your first shift at the airport, please complete the Vancouver RAIC and Parking Form as soon as possible. Instructions will be sent to your WestJet email. If you do not get your employee parking permit before your first day at the airport, please plan to use alternate means of transportation. If you have any questions, please email YVR.AirportCoordinator@westjet.com.

Edmonton Customer Service Agents:Your meeting point is the WestJet Office located on the departure level of the airport terminal (Door 02-02690A). This door is located across the hallway from the WestJet US check-in counters. Employee parking is on the northeast end of the airport, past the Renaissance Hotel. Please complete the Welcome to YEG form which will provide us with more information and help us set up your employee profile. Your WestJet ID photo will be taken on your first day of On-the-job familirization.

The virtual classroom will provide you with the foundations you will use in your WestJet role. The training will be a combination of Instructor Led Training, Self-Directed Training, and depending on your role, you may practice in our training environment. For time and dates of training, please refer to your Welcome to Training e-mail.

Review the virtual training guide link to learn how to access your virtual classroom: Virtual Training Guide.

The online training will take approximately 8 hours to complete and is scheduled one day post Instructor Led Training. These online self-directed courses are mandatory and required to be completed on the day assigned in your schedule. WestJet eLearning will continue after your training is complete with ongoing self directed courses. For time and dates of training, please refer to your Welcome to Training email.

Nine (9) day full-time paid training program are as follows:

Training can occur at any time (I.e., early mornings, evenings, etc.) and any day of the week, including weekends and statutory holidays. You will be provided with your training schedule before the start of your training; however, the schedule is always subject to change. Airline operations are 24 hours a day, 7 days a week, and 365 days a year.
A passing grade of 85% or higher is required to be successful.
Failure to attend and complete training in its entirety will result in a release from training.
Candidates must be proficient in reading and understanding the English language to be successful in the completion of training.
Strong computer knowledge and technical skills are required to be a Customer Service Agent (CSA).

Throughout the recruiting process, we outlined the need for 100% commitment to the program due to the amount of content covered within each day. It is critical that you are fully committed in both attendance and participation within the class. Please review the information below before Day 1 of training to ensure you have a full understanding of reliability, conduct, and performance expectations.

Reliability

Safely Performing on Time – otherwise known as SPOT at the airport is a key component to our Guests’ experience and the overall success of our airline. SPOT is important in training as well.

Missing any time, regardless of amount, may result in Termination or Release from the training. Training will begin promptly at the scheduled start time, at end of lunch and end of breaks. Arriving any time after the class has started is considered late; this includes returning from lunch and breaks.

Conduct

Being a WestJetter means conducting yourself in a courteous, professional, and respectful manner. In training, here are some examples we expect of you:

Wear business casual attire
Limit distractions within your environment
Allow others to participate
Be responsible for your own learning

Performance

As an integral component of the WestJet training program, we ask for your full participation within lessons, assessments, activities, and role play exercises.

WestJet requires a basic level of computer literacy. Advanced levels of individualized technical support will not be available.

Reliability, Conduct and Performance are essential elements to your success in the training program and in your future role. Failure to meet expectations of Reliability, Conduct, and/or Performance will result in the following Performance Management process.

Performance Management Process

Occurrence	Action
1^st Occurrence	Coaching conversation and a letter issued by your instructor will be shared with your Station Designate or Local Leader.
2^nd Occurrence	Coaching conversation and a letter issued by your instructor will be shared with your Station Designate or Local Leader. This will result in Termination or Release from training.

Thank you for your cooperation in observing these standards to give yourself the best opportunity for success.

Work Environment

The airport life is a dynamic & fast paced work environment, that is forever changing. At WestJet, we continue to cultivate a safe, welcoming and respectful workplace that values diversity and inclusion. Part of how we do that is by abiding our policies and procedures, including our Code of Business Conduct, Alcohol and Drug Policy and Respect in the Workplace Policy.

As a Customer Service Agent, you will be assigned check-in tasks. The fun part is you learn as you work and create a great guest experience. Once your "airport security clearance" has been approved, you will be trained to be a boarding agent.

Calgary Campus/Hangar Video Tour

Whether you will be working or training at the YYC campus, or working on the frontline, this video will take you through all the key spots and fun facts that will help familiarize you with our campus and set you up for sucess for your next visit or workday. In this video we explore the many unique features of our Fred Ring Building (minutes 0:00-05:45), Russ White Hangar (minutes 05:45-09:07) and Wide Body Hangar (Minutes 09:07-11:32).

Schedule

Bidding on your schedule is based on Seniority (years of experience at WestJet). Customer Service Agents could start as early as 3am and as late as 3am. Shifts are built around flight times.

Shift work ranges from a minimum of 4 to 12 hours
Part time hours must maintain 20-30 hours per week
You will receive your schedule 8 weeks at a time.

Uniforms

Each Customer Service Agent has been issued a specific garment allowance based on collective agreement language. New to order:

3 pants, skirts or dresses (may be in combination)
4 shirts, long or short sleeve (take away 1 for every dress ordered)
1 belt
Any two of these items: cardigan or sweatshirt
1 Vest for employees wearing male fit collection
2 Neckwear
Outercoat, Topper Coat or Winter parka
2 Name brevets

Read our Cabin Crew and Airports uniform standards here, and review the ordering guide here.

Our new nametags include pronouns

We encourage all of our WestJetters to foster inclusivity by including your pronouns on your name tag. We've created the perfect space on your nametag for pronouns and we’re proud to create an inclusive environment for our diverse WestJetters and guests.

Why are pronouns important? Not only are you able to identify how you would like to be addressed, but it signals to others that you will respect those with pronouns different from your own.

Growth and Development

At WestJet, we invest in our teams and support everyone in reaching their full potential. While your career path and its timing may vary, we encourage growth and development with the support of our leaders. Career opportunities within Airports include roles like Guest Service Lead, Guest Service Manager, Airport Learning Coordinator, Workforce Coordinator, IROP Coordinator, Daily Duty Coordinator, Development and Performance Manager, Hub Duty Manager, Zone Manager and Ramp Manager. Each position plays a vital role in ensuring safety, operational efficiency, and exceptional guest experiences, all while promoting a supportive and dynamic work environment.

Customer Service Agent

Next Steps

Training

Training Setup

Airport Familiarization (Pre-Training)

Virtual Training

WestJet Required eLearning

Training Overview

Training Expectations

Work Environment

Calgary Campus/Hangar Video Tour

Schedule

Uniforms

Our new nametags include pronouns

Growth and Development