WestJet Airlines was applauded in the media for the way it handled weather conditions that grounded flights coast-to-coast during the holidays.

While almost 2,000 travellers lodged complaints against rival Air Canada with the Consumers' Association of Canada, the organization received only a few about WestJet (and about 60 positive messages). Robert Palmer, manager of public relations for WestJet Airlines, spoke to PRWeek about the crisis, and why relations with its “WestJetters” (employees) was just as important as those ...