Last week I flew from Toronto to Calgary aboard WestJet and then made the return flight aboard AirCanada. I can tell you that from this point forward, whenever and wherever I can, I'm flying WestJet.

It's not that I had a bad experience on Air Canada. In fact every prior flight I've had has been aboard Air Canada. They're very professional and the service was good. I got on the plane. Had my complimentary drink of cola. There was a bump or two of turbulance, which had been preceded by a calming announcement from the captain. Purchased a chocolate bar. Had a cup of water. We landed. As I left the plane the stewardess thanked me for flying Air Canada. All fairly routine. All fairly straightforward.

Now, I can speak of how I had twice as many offers for drinks, pillows, etc. on WestJet. I could talk about their brand spanking new partnership with Bell ExpressVu, giving each and every passenger a dozen channels to choose from via satellite. Heck, I could even talk about their allowing you to keep the headset rather than confiscating them for reuse at the end of each flight.
But what really made the difference were the quips. From the gate came the boarding announcement, "Anyone travelling with small children, or travelling with somone acting like a small child, or if you wish you were a small child, please come forward now." During the initial pre-flight instructions, the captain advised that when the seatbelt light came on that we please stop chasing the stewardesses and return to our seats. He warned that there was no smoking on the flight and if anyone was caught smoking they would be asked to immediately step off the plane. After the plane had landed and was slowly taxiing up the runway, the stewardesses began to try to outdo one another with extremely corny jokes. Each one more a groaner than the last.

I've since learned this is par for the course on their flights. I've heard tale of one pilot who likes to try to deliver the five minute safety speach in under thirty seconds, with the stewardesses franticly trying to follow with the actions. I've heard of the entire plane bursting into song when delayed on the tarmac due to weather. Every person I've chatted with who'se flown Westjet has enjoyed it above and beyond Air Canada. And the thing is, what WestJet does that makes them better is not costing them a cent. Air Canada can spend millions on ad campaigns and it won't come close to having the same effect on me as the corny joke told to me by the stewardess as we rolled up to the terminal. It all comes down to hiring people who enjoy the work, and giving them a little free reign to really have fun.

Air Canada provided transportation. Westjet provided an experience.