On behalf of all WestJetters, I would like to provide you with an update regarding our reservations system that was launched on October 17, 2009. We have heard from our guests who have been adversely affected by this change, and for that we offer our apologies. Since I wrote my last letter which was posted here on our website, we have implemented many initiatives that are beginning to ease this transition.

To ease the backlog of phone calls, we have added more phone lines into our Sales Super Centre, created an email option for change and cancel and have found a faster solution for guests looking to book using their travel credits. We continue to look for other opportunities to assists in getting our call centre transaction times back to normal. In addition, we are actively working on solutions to improve lineups at our airports. We expect these solutions to rectify the situation in the coming weeks.

This difficult situation is as frustrating for us as it is for you our guests because WestJet was founded on the principle of great service from great people. The same great people are here, working their hardest to get us back to the level of service you have come to expect from us.

Our guests deserve the best, and nothing is more important to us than providing you with the best safety, service and air travel experience possible. We thank you for your patience and look forward to welcoming you onboard again soon and providing you with a positive WestJet experience.

Sean Durfy
President and CEO