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
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.