#CBC: « WestJet apologizes for asking clients to report its flight attendants  » #Toronto #Montreal #Calgary #Ottawa #Canada


WestJet is shelving a tactic that requested frequent flyers to report in-flight service aboard the airline and its rivals — a method union officers condemned as « unacceptable, » warning that secret taping of flight attendants could be a violation of privateness guidelines.

The Calgary-based airline made the request of a few friends who recurrently fly with WestJet and its competitors, asking them to seize their expertise. 

According to particulars posted on a WestJet inner on-line discussion board reviewed by CBC News, the suggestions was gathered by way of an app that allow respondents kind feedback, snap a photograph or report video.

« The ask was aimed at understanding the elements of their journey that stood out and/or impressed them, as well as understanding where we can do better, » wrote a member of WestJet’s analysis and insights workforce.

« This type of feedback is very valuable when it comes to product development and informing future decisions. »

WestJet is shelving a program that requested frequent flyers to report their flight expertise aboard WestJet and its rival airways. Union officers condemned the tactic as « unacceptable » and warned that any secret taping of flight attendants could be a violation of privateness guidelines. 0:57

The analysis workforce member wrote that it was by no means the intention of the challenge to report video of cabin crew members or every other WestJet worker.

Violation of privateness, union says

But the Canadian Union of Public Employees, which represents flight attendants at Air Canada and is attempting to do the similar at WestJet, stated it not too long ago realized that WestJet had allegedly requested some clients to secretly videotape flight attendants of their office.

CUPE referred to as that « unacceptable and extremely disappointing. »

The union stated it might be a « basic violation » of the proper to privateness and a violation of WestJet coverage, which prohibits the « filming, photographing, or recording images, by any electronic means, of other guests and/or cabin crew or flight crew without the express consent of the person(s) being filmed, photographed or recorded. » 

« It certainly speaks to the culture of disrespect at the executive level of WestJet toward the people who have built the company up, » stated CUPE spokesman Hugh Pouliot. 

At WestJet’s annual assembly on Tuesday, the airline’s CEO Ed Sims stated there was « absolutely no intention to upset flight attendants as a consequence of that action. »  

« I apologize to any flight attendants, unreservedly, for those who were upset or offended by that action, » Sims advised reporters.

He stated WestJet wouldn’t ask passengers to movie inside plane sooner or later.

Passenger ‘uncomfortable’ with request

The difficulty emerged in a publish on one of many firm’s inner boards throughout an change between a flight attendant and a member of the airline’s analysis and insights workforce.

The flight attendant relayed how she had spoken with a passenger who was « uncomfortable » a few WestJet survey that he stated had requested him to report any optimistic expertise he’d had in enterprise class aboard one other airline.

WestJet requested some common clients to seize their expertise. According to particulars posted on the airline’s inner on-line discussion board, the suggestions was gathered in an app that allow respondents kind feedback, snap a photograph or report video. (Darryl Dyck/Canadian Press)

The passenger stated he’d additionally been requested if he could be comfy making a recording of a WestJet expertise he was not pleased with.

In response, the analysis workforce member advised the flight attendant that though the sort of « in-moment experience capture » is sort of widespread within the analysis world, the challenge had been closed for the reason that finish of March and there have been no plans to relaunch, « especially given how this was interpreted. »

He additionally stated that despite the fact that the app lets individuals report video if they need, « at no point were the participating guests directed to ‘record video.' » However, he stated the directions had been left too open for interpretation.

Building a library of ‘service moments’

Sims stated Tuesday the purpose was to construct a library of the « service moments » that imply most to its friends.

« We asked our guests to capture what is the most important — whether it’s interaction with our outstanding flight attendants, whether it’s their meal service — whatever those moments are that they value most, either in our service or in our competitors’ services, » Sims stated.

« We aren’t looking to repeat the request to film onboard our aircraft in the future. »

Air Canada spokeswoman Angela Mah stated clients are requested to chorus from filming or photographing its crews when requested. She stated the airline doesn’t video or {photograph} its cabin crew as a part of the airline’s customer support administration program.

Marvin Ryder, an assistant professor of selling at McMaster University, stated he wasn’t stunned the airline would search this sort of suggestions from passengers. (Submitted by Marvin Ryder)

If passengers had been requested to report video of flight crews, it might elevate potential authorized and privateness considerations, stated Fred Lazar, an knowledgeable on the airline business at York University’s Schulich School of Business.

It may even lead to a privateness lawsuit, he stated.

« It’s one thing if you want to film certain things on board, before you board, [and] you’re not filming people — I think that’s acceptable, » Lazar stated. « Once you’re starting to film people, then you’re into privacy issues. »

Research not unusual

But Marvin Ryder, an assistant professor of selling at McMaster University, wasn’t stunned the airline would search this sort of data. He stated it is fairly widespread for firms in different sectors to solicit this sort of suggestions.

« Although I’ve not heard of this in the context of other airlines, what WestJet was asking people to do is not that unusual in terms of other kinds of businesses, » he stated. « A great example would be restaurants. »

However, Ryder suspects there would not have been quite a lot of video taken in the course of the challenge as a result of video is harder to take than a photograph.

Given that an organization usually has to supply some type of reward in return for this sort of data, « it’s not a cheap way of gathering data, » Ryder stated.

Note: « Previously Published on: 2018-05-09 04:00:00, as ‘WestJet apologizes for asking clients to report its flight attendants

‘ on CBC RADIO-CANADA. Here is a supply hyperlink for the Article’s Image(s) and Content ».

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