The Culture Builders Deep Dive - Looking beneath the wings of WestJet - a company breaking the aviation industry mould

We had the opportunity to spend some time with Pam August, Director, Culture Activaiton, for WestJet. It's a brand that, from day one 22 years ago, has done things differently. They don't have passengers they have guests, they aim to Create A Remarkable Experience (CARE) and they are an organisation full of investors.  The figures for aviation are startling - more than 95 percent of carriers go out of business and the profit margins for flying people a thousand miles struggles to make double figures. Yet WestJet has been a major success - 22 year of profit with only two quarters showing a loss. As they expand and take on more routes their complexity is increasing and this is starting to stress-test the organisation's culture and the ability to retain who they are and how they deliver their service. 

Pam talks through the company's journey and digs into the reasons that their culture is so powerful and their service is so popular. With great insights into the 'ownership' culture and a strong view on what works with their people, she is an incredible source of insight and ideas.