The Client (WestJet)
WestJet approached On Air in 2004 during the early stages of its growth, issuing a Request for Proposal for a message on hold solution that would operate securely within its highly protected network. As a Calgary-based company, WestJet valued working with a local partner who could provide responsive support and collaborate with their team in person.
The Challenge
WestJet required more than professional recordings. They needed a reliable audio partner who could provide a secure message on hold solution, adapt to evolving telecommunications technology, and support a growing customer service operation.
As the airline expanded, new challenges emerged. Their transition to an automated CallPilot and RAN system required hundreds of English and French recordings to support automated call routing. Later, as they introduced new international destinations, they needed multilingual recordings to better serve customers around the world.
During the COVID-19 pandemic, customer communications became even more critical as flight schedules, travel restrictions, and regulations changed rapidly.
The Solution
On Air responded with both technical expertise and responsive service. We supplied a secure message on hold solution that met WestJet’s network requirements and worked closely with their IT Communications team to support future growth.
When WestJet migrated to a new automated phone platform, we developed a customized file naming and organization system that simplified the management of hundreds of English and French recordings, making updates faster and easier for their team.
As the airline expanded internationally, we coordinated professional voice talent in Spanish, Korean, Japanese, and Brazilian Portuguese, helping WestJet deliver a consistent customer experience across multiple languages.
Throughout the COVID-19 pandemic, our team worked quickly to produce and deliver updated recordings as travel information changed, ensuring WestJet could keep customers informed during an unprecedented period of uncertainty.
The Result
For more than two decades, On Air has remained a trusted audio partner to WestJet, supporting the airline through technology upgrades, international expansion, and one of the most challenging periods in the aviation industry’s history.
By combining technical knowledge, multilingual production capabilities, and responsive service, we helped WestJet deliver clear, consistent communication to customers while adapting to changing business needs. The partnership continues today, built on trust, reliability, and a shared commitment to delivering an exceptional customer experience.
