In just 16 years, WestJet has grown from a small company serving five western Canadian airports to a successful international airline that flies to 85 destinations in 15 countries. Social media plays a large part in their continued success.

A few statistics:

Facebook: 385, 169 likes

Twitter: 192, 355 followers

YouTube: 2,145 subscribers | 2.935, 619 video views

From WestJet’s website: “This social media presence allows us to make meaningful connections with guests, and potential guests, even when they are not traveling.”

Greg Hounslow, WestJet’s social media advisor, approaches WestJet’s social media strategy with common sense. The airline is not active on every network out there, sticking with Facebook and Twitter, along with a well-curated YouTube page.

Here’s what I notice most on both Twitter and Facebook:

•  Immediate responses to inquiries and concerns
• Personal interactions, no canned responses
• Willingness to go above and beyond to solve problems
• Sense of humour
• Genuine respect for customers

WestJet’s social media presence is more than a sales tool. It’s a culture of sharing and WestJet customers share more than most. Logon to Twitter on #wingletwednesday and you’ll see enthusiastic travelers sharing their view with Westjet and the world. Use #BlueTag for sweet deals. If you’re looking for a job, #WestJetJobs will let you know when the airline is looking for a new owner.

Basically, they’re on top of it. They even beat the press when something does go wrong.

I flew with Westjet for the first time this January and experienced their amazing customer service first hand. Our flight was delayed by more than four hours but the crew were incredible and made everything tolerable. I’ve never seen a happier crowd on a flight, let alone a late one leaving the Caribbean for a Canadian snowstorm!

Have you ever flown with WestJet? Was it a good experience?