Donna - People of Pearson

“My name is Donna and I’m an Airport Learning Coordinator with WestJet. I’ve been with WestJet for ten and a half years, nine of which have been here in Toronto, and the previous year and a half on the east coast in Deer Lake, Newfoundland. I manage the training for our customer service agents, everything from check-in to our gates. I’ve always enjoyed teaching; prior to entering the aviation industry, I was an educational director for a private school.

“My favourite part of what I do is training all of our agents to do their job to the best of their ability, but also ensuring that guest satisfaction is always met, which means honing in on people skills and helping our travelling guests so we continue building a good rapport with everyone we engage with. It’s important we treat everyone equally. Whether they’re a guest, a colleague or one of our partners, it’s all about maintaining good relationships.

“The last 18 months have been the most challenging, seeing people lose their jobs and watching airlines struggle. The new challenge now is jumping back in and trying to get back to where we were, but I always had faith that we would.

“It’s important that travellers give themselves enough time if they’re travelling through the airport—come early, make sure you’re checking the requirements for the country you’re travelling to, and that you have all the correct information you need prior to arriving at the airport. Finally, just like many people are travelling again for the first time in a while, many of our employees are just returning to work, so we ask our guests to come to the airport with patience.

“We have a lot of fun together at WestJet, and I’m really looking forward to having everyone back together again and back to how things felt prior to the pandemic.”

- Donna, Airport Learning Coordinator, WestJet

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