View Full Version : WestJet lead the way.

Lou Scannon
10th Mar 2020, 15:22
Just received an email from WestJet that shows the way for other carriers.

It has been sent to everyone on their contact list including past passengers and future passengers.
It describes the additional cleaning procedures they have brought in to counter Covid19, the HEPA air conditioner filters and above all, how they will be flexible with changing booking dates at no charge if asked.
I have yet to travel with them but the email from their CEO has certanly brought that date closer!

10th Mar 2020, 15:31
Just received an email from WestJet that shows the way for other carriers.

Don't tell WestJet but most major airlines have already sent these emails. :)

Glad to see WestJet playing catch up in this trend. :ok:

Here's one from Delta:

Dear Airbubba,

As a valued member of the Delta family, I appreciate the trust you place in us and our people worldwide when you travel.

In the current environment, it’s important for all of us to travel smarter and more consciously. That’s why I want to personally update you on the situation with COVID-19 (the coronavirus) and the steps we are taking to ensure your health and safety in your travels.

For more than a decade, Delta has been preparing for such a scenario. As a global airline, we have strong relationships in place with health experts including the Centers for Disease Control (CDC), the World Health Organization (WHO), the Federal Aviation Administration (FAA) and local health authorities worldwide. We are in constant contact with them to make sure our policies and procedures meet or exceed their guidelines.

Operations are our lifeblood. We’ve learned from past experience with outbreaks like H1N1 and Ebola, and have continually refined and improved our ability to protect our customers. That includes the way we circulate clean and fresh air in our aircraft with highly advanced HEPA filters, the new fogging procedures in our cleaning process, how we sanitize aircraft between flights and how we respond if a customer is displaying symptoms.

A full report on the measures Delta is taking to help you have a healthy flying experience is available here (https://click.o.delta.com/u/?qs=e4ba3ba577bdcea3b2cbff3f02b0d6145ab7f9164e346afe32529d41 d5adc76640b0bc4b6a758c27373a7bb1da3f4f5cd7ac700221cca013). It outlines our expanded cleaning and disinfecting at our airports and on board our aircraft; distribution of hand sanitizer and amenity kits to help customers stay clean; and the technology on our aircraft to filter and replace cabin air.

A command center in Atlanta has been stood up to guide our response, leading our global team of thousands of Delta professionals dedicated to this effort. That includes our reservations specialists handling thousands of incoming calls, our flight crews and Airport Customer Service (ACS) agents taking extra care of our customers, and our TechOps and operations coordination teams keeping the airline moving. This world-class group of airline employees has your back, and I have never been prouder of the women and men of Delta.

To ensure you always have access to the latest information and guidance, we have a website (https://click.o.delta.com/u/?qs=e4ba3ba577bdcea33d5ec25ab32bfda75cb883562c62a0040be009cf 2fac03d8b828d3c2c18f86fecb8ad6a1c16b7e661883573caa315094) on the COVID-19 situation that is continually being updated with cleaning policies and actions we’re implementing to keep you safe, ways you can stay healthy while flying, and changes to our flight schedules and waiver information. Transparency is one of our core values, and we are committed to keeping you fully informed as the situation evolves.

While we’re committed to providing you with information you need to make informed decisions around your travel, we also understand the need for flexibility based on your individual circumstances. To make sure you can travel with confidence, we’re offering flexible waivers, and we’ve also adjusted our network in response to guidance from the State Department.

We understand that in today’s world, travel is fundamental to our business and our lives, which is why it can’t – and shouldn’t – simply stop. I believe Delta’s mission of connecting the world and creating opportunities is never more important than at times like this.

Thank you for your continued trust in Delta, and I look forward to seeing you in my own travels throughout the year.


Ed Bastian

10th Mar 2020, 15:46
The WestJet email is posted in this other thread, it looks to me like they 'paid homage' to the earlier Delta letter including the CEO signature graphic.


Or, were these letters written by the same crisis management firm?

10th Mar 2020, 19:16
WestJet & Delta are partnered, likely the same 3rd party contractor paid to deal with this type of sh*tshow.

10th Mar 2020, 20:22
WestJet & Delta are partnered, likely the same 3rd party contractor paid to deal with this type of sh*tshow.

Thanks, that makes sense, both communications really do appear to come from a very similar template.

I just got one of these notes from a bank that looks suspiciously like the pro forma letter they send every time they get hacked. Only, instead of 'maintaining our customers' security and privacy is our top priority' it has phrases like 'the safety and well-being of our customers is our prime focus in these uncertain times'.

And maybe the bank stole their line from the lede on Virgin's coronavirus page:

The health and wellbeing of our customers and crew is our highest priority.


11th Mar 2020, 18:39

The airline industry has always been a fast‑changing one and these times are no different. It’s important that we be nimble and respond quickly and effectively to developments around the world while maintaining our commitment to serving you safely and reliably.

Like all of you, we’ve been monitoring the evolving global impact of the novel coronavirus (COVID‑19) and are in constant dialogue with Canadian and international health authorities. At Air Canada our core value is Safety First, Always ‑ for our customers and for our employees. So I’d like to share what we have been doing in our operation to uphold that commitment.
At the airport: To promote a more hygienic airport experience, we have placed hand sanitizers in key areas such as check‑in counters, gates and lounges. We also have constant reminders about the importance of hand washing.
Before a flight: If a customer who appears unwell attempts to check‑in or board an aircraft, our agents will make inquiries of the customer in regard to their health. This can include consultation with our own Medical Desk and/or a third‑party health provider. If they are unfit to travel, they will not be permitted to board.https://res.mail.aircanada.com/res/aircana_mkt_prod3/spacer.gif
In the air: Our aircraft are equipped with High Efficiency Particulate Air (HEPA) filters which effectively capture 99.9% of particulate from recirculated air in the aircraft cabin. This includes microbial organisms such as bacteria and viruses. These filters are similar to those used in hospital rooms and like those in hospital rooms, they refresh the cabin air every 2 to 3 minutes.
After every flight: Coronaviruses are easily eliminated by routine surface cleaning and sanitization. Air Canada uses cleaning products, including hospital‑grade disinfectants which have a wide-spectrum microbial activity and are proven effective against human coronavirus.
Read more about Air Canada’s preventive measures (https://t.mail.aircanada.com/r/?id=h2a7d4c8b,ee81a83,ee81a8d&p1=250092163&p2=21964036&p3=249706812&p4=21964036).
In response to market demand and extensive quarantine decisions, we’ve temporarily suspended or reduced service (https://t.mail.aircanada.com/r/?id=h2a7d4c8b,ee81a83,ee81a8e&p1=250092163&p2=21964036&p3=249706812&p4=21964036) to more impacted areas such as the People’s Republic of China, Hong Kong, South Korea, and Italy. We will continue to adapt our schedule and route network as developments unfold.

For those of you with upcoming travel, today we announced a flexible re‑booking policy for existing bookings (https://t.mail.aircanada.com/r/?id=h2a7d4c8b,ee81a83,ee81a8f&p1=250092163&p2=21964036&p3=249706812&p4=21964036) by allowing a free one‑time change. We also want to give you more freedom to travel and book with confidence, which is why we’re waiving change fees on new bookings (https://t.mail.aircanada.com/r/?id=h2a7d4c8b,ee81a83,ee81a90&p1=250092163&p2=21964036&p3=249706812&p4=21964036) as well. Please see full details at www.aircanada.com.

Your patience and understanding as we evolve our business to serve you is greatly appreciated. We’re focused on the future and we’re going to keep working hard to earn your loyalty.

We look forward to seeing you onboard soon,


Calin Rovinescu

President and Chief Executive Officer, Air Canada