Over the past weeks and months, we’ve heard from many of you about the pressure, stress, and uncertainty inside the Contact Centre, pressure that goes far beyond what anyone should consider normal or acceptable in a workplace.

What’s happening right now isn’t just “business change.”

It’s harmful, it’s unsustainable, and it’s taking a toll on people’s confidence, mental health, and long-term stability.

The Reality Inside the Contact Centre

Across the department, the same concerns continue to surface:

Constant monitoring and KPIs weaponized through the L.I.F.T. program
Metrics meant to support development have instead become a daily source of anxiety, leaving workers tense and bracing before a shift even begins.

Discipline without transparency
Workers are being brought into meetings without knowing why or what outcome is being decided. This creates a workplace culture rooted in fear rather than respect.

Protected leaves used against workers
Sick days, personal days, disability leave, and medical accommodations are protected under federal law. Yet workers report being denied promotions or removed from term roles after using benefits intended to support health and wellbeing.

Growing outsourcing and job insecurity
More work continues to shift offshore to El Salvador, even as internal messaging attempts to minimize the impact or deny the long-term implications.

Pressure to reduce to part-time or exit entirely
Many feel forced to reduce their hours or accept buyouts, not because they want to, but because it feels like the only way to escape constant oversight and pressure.

Uncertainty around ownership and the future
With Onex preparing its IPO, many are left wondering: What happens next? Will staffing shrink further? Will more work be outsourced? Will expectations change again?

This is not the WestJet culture employees built or believed in.

Today, the workplace feels less like a community, and more like a monitored workforce under constant evaluation.

So What Now?

The question we hear most often is:

How do we take back control?

There is a clear path forward, one thousands of workers across Canada have taken during times of instability and corporate restructuring:

You unionize.
You bargain.
You negotiate enforceable protections in a collective agreement that cannot be changed without your approval.

A collective agreement can include:

• Limits on monitoring
• Reasonable KPI expectations
• Transparent and fair discipline processes
• Guaranteed representation in meetings
• Mental health protections and accommodation language
• Anti-outsourcing provisions
• Clear and fair internal job posting language

These protections already exist for Unifor members in other workplaces. There is no reason WestJet workers should accept less.

Out of Uncertainty Comes Opportunity

Moments like this, when things feel unsettled, unfair, and overwhelming are often the moments when workers create real, lasting change.

Across Canada, workers in similar environments have come together and said:

We deserve respect.
We deserve fairness.
We deserve a voice in the decisions that affect our future.

You deserve to work from a place of security, not fear.

The First Step: A United Voice

We are here to support you, answer questions, and provide clarity.

But one truth remains:
Nothing changes until workers come together collectively.

If you have not yet completed your Unifor membership card, or if your card has expired, now is the time.

We hear you.
We stand with you.
You deserve better and together, you can win it.

In solidarity,
Unifor Organizing Team