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Westjet Case Study Corporate Culture

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WestJet was able to remain successful amidst stiff competition from other airlines, a factor that led to other airlines trying to mimic WestJet’s culture and operations. Close competitors trying to copy WestJet’s culture would threaten their market, but Beddoe made it clear that it was impossible for the other companies to adopt their culture. Beddoe explained that it was doubtful for a company with many employees to change the mentality of everyone. From Beddoe’s statements, it is evident that the companies would have recorded lower performances due to interruptions as the companies try to adopt a new culture. The leadership of such companies would require diverting scarce resources into the culture change program. In 2000, the airline industry was facing a downward trend, but WestJet was looking to expand by either adding more planes or merging with Jetblue, another low-cost airline. Expanding in an economy that was facing a recession would have been self surbotaging. Factually, expanding the business in such conditions …show more content…

WestJet’s corporate culture is relaxed, fun and youthful, where creativity and innovation are rewarded. Beddoe expected the corporate culture to bring out the best in people. Employees were allowed to make certain decisions, especially in the customer service department. Customer service representatives could decide if a customer was to be charged for a canceled flight or their reasons were compelling enough to offer them their full payment back. Pilots were encouraged to contribute to the executive team and be part of innovation that led to differentiation from other airlines. Flight attendants were required to serve customers in a caring, positive, and cheerful manner. However, the attendants were not given a manual on how to please customers: it was up to them to decide how each customer was to be

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