It’s not every day that you see airline executives pushing a cart down the aisle and serving guests in the air. But it’s a behaviour that’s part of the WestJet fabric – everyone pitches in to help. WestJet’s Executive Vice-President and Chief Operating Officer (COO), Robert Antoniuk, took it a step further and joined WestJetters returning from temporary layoff to complete accelerated training and become a certified WestJet cabin crew member. We asked Robert what he learned. In doing so, I can more accurately see the impacts that decisions have on our people and leading right through to the guest. After 80 hours of classroom training and more than 130 hours of online training, I now have a greater appreciation for both our skilled trainers and for one of the many critical roles that comprise a major airline operation. We care from the heart WestJetters are known for their exceptional service and caring hearts. Our cabin crew always want you to have a positive experience, and everyone is doing their best given our current circumstances. At times, when a guest boards an aircraft, they may have already encountered challenges in their journey, whether it was longer than usual wait times or technology challenges at the airport. Please know that your cabin crew are working to turn that experience around for you by tending to your comfort and well-being to the best of their ability, while getting you safely to your destination. Taking down an airline is difficult but building it back is even more challenging. I have so much respect for everyone at WestJet – from those who are interacting daily with our guests to those working behind the scenes. The world is short-staffed and your resilience is truly appreciated. We are on our way back and we look forward to welcoming our guests safely on board. Author's note: Robert stepped into the role of Executive Vice-President and Chief Operating Officer (COO) in February 2021. Starting in October 2021, Robert will transition to a newly created role of Chief Health, Safety and Environment Officer and WestJet will welcome Diederik Pen as COO. Read more about Diederik here .