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Local resident disgruntled about WestJet's response time, six months after pandemic started – West Kelowna News – Castanet.net

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In the midst of the COVID-19 pandemic, it’s no secret that cancellations of flights have become far more regular than in pre-pandemic times.

Peachland resident John Wardley is just one of many who have experienced it, after his WestJet flight from Kelowna to Mexico via Calgary booked just a few weeks ago for Nov. 28 was cancelled last week.

However, Wardley says it’s not the cancellation that bothered him the most – it was the inability to talk with someone on the other end of the phone. 

“I went to the website [on Monday], the flights were cancelled and there was a phone number. When you call that number, the answering machine says that there is a six to eight hour wait, and if you leave your number, you can call back. Which I did, I called back and that was 36 hours ago, I haven’t had a call back.” 

He called WestJet another 6 or 7 times later that evening, and listened to a different answering machine telling him they were accepting call backs for Sunday – six days later. 

“I realize everybody has to change their business models, but you’ve got to make sure that the people who are supporting you, your paying customers, treat them right. Tell them why this is happening, this is what we’re going to do, not you can book a phone call in a week’s time, which I still couldn’t do. 

“You’re allowed six different attempts, you pick six times, and I picked six different times, and then the recording says you’ve extinguished all your attempts – goodbye.”

Eventually resolving his case by posting a critical review on WestJet’s Facebook page, Wardley hopes the company will make changes to ensure others will not find themselves in the same position he did. 

However, booking onto another WestJet flight scheduled for Dec. 5 hasn’t been without further costs on his part. 

Wardley rented out his home for the five months he planned to be in Mexico, and has now been forced to make other arrangements due to the schedule change. 

“As of Dec. 1, I’m homeless. I’ve rented my house out for five months and my flight date was Nov. 28, so as of Dec. 1 I have nowhere to live … I took the Dec. 5 flight, but the problem with that is I’m now going to have five days of hotel bills and food bills.”

Although Wardley understands airlines are doing it tough during the COVID-19 pandemic, he says customer service should still be top priority. 

“I don’t know why they can’t just have the staff. They know this is going to happen. WestJet is not a small organization. They’re one of only two main carriers in this country and they’ve got a lot of support from people over the years … all we want, especially people my age, we just want somebody to talk to.”

WestJet has laid off more than half of its 14,000-strong workforce since the beginning of COVID-19 pandemic.

Public relations advisor Morgan Bell told Castanet they are “fully staffed,” and working hard to take care of guests as quickly as possible. 

“We continue to experience very high volumes for our phone, email and social media support channels and apologize for any delays our guests are facing while trying to reach out. 

“The COVID-19 crisis has hit WestJet and the global aviation industry with devastating force and we continue to monitor frequently-evolving advisories, travel restrictions and guidance carefully to ensure we are managing our airline responsibly. We are adjusting our schedule more frequently than normal to meet the needs of our guests, our employees, as well as our airline and unfortunately changes can significantly impact our contact centre wait times.  

“We appreciate and thank our guests for their patience and understanding during this time.”

For more information on WestJet’s travel policies, visit the website

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Japan’s SoftBank returns to profit after gains at Vision Fund and other investments

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TOKYO (AP) — Japanese technology group SoftBank swung back to profitability in the July-September quarter, boosted by positive results in its Vision Fund investments.

Tokyo-based SoftBank Group Corp. reported Tuesday a fiscal second quarter profit of nearly 1.18 trillion yen ($7.7 billion), compared with a 931 billion yen loss in the year-earlier period.

Quarterly sales edged up about 6% to nearly 1.77 trillion yen ($11.5 billion).

SoftBank credited income from royalties and licensing related to its holdings in Arm, a computer chip-designing company, whose business spans smartphones, data centers, networking equipment, automotive, consumer electronic devices, and AI applications.

The results were also helped by the absence of losses related to SoftBank’s investment in office-space sharing venture WeWork, which hit the previous fiscal year.

WeWork, which filed for Chapter 11 bankruptcy protection in 2023, emerged from Chapter 11 in June.

SoftBank has benefitted in recent months from rising share prices in some investment, such as U.S.-based e-commerce company Coupang, Chinese mobility provider DiDi Global and Bytedance, the Chinese developer of TikTok.

SoftBank’s financial results tend to swing wildly, partly because of its sprawling investment portfolio that includes search engine Yahoo, Chinese retailer Alibaba, and artificial intelligence company Nvidia.

SoftBank makes investments in a variety of companies that it groups together in a series of Vision Funds.

The company’s founder, Masayoshi Son, is a pioneer in technology investment in Japan. SoftBank Group does not give earnings forecasts.

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Yuri Kageyama is on X:

The Canadian Press. All rights reserved.

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Trump campaign promises unlikely to harm entrepreneurship: Shopify CFO

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Shopify Inc. executives brushed off concerns that incoming U.S. President Donald Trump will be a major detriment to many of the company’s merchants.

“There’s nothing in what we’ve heard from Trump, nor would there have been anything from (Democratic candidate) Kamala (Harris), which we think impacts the overall state of new business formation and entrepreneurship,” Shopify’s chief financial officer Jeff Hoffmeister told analysts on a call Tuesday.

“We still feel really good about all the merchants out there, all the entrepreneurs that want to start new businesses and that’s obviously not going to change with the administration.”

Hoffmeister’s comments come a week after Trump, a Republican businessman, trounced Harris in an election that will soon return him to the Oval Office.

On the campaign trail, he threatened to impose tariffs of 60 per cent on imports from China and roughly 10 per cent to 20 per cent on goods from all other countries.

If the president-elect makes good on the promise, many worry the cost of operating will soar for companies, including customers of Shopify, which sells e-commerce software to small businesses but also brands as big as Kylie Cosmetics and Victoria’s Secret.

These merchants may feel they have no choice but to pass on the increases to customers, perhaps sparking more inflation.

If Trump’s tariffs do come to fruition, Shopify’s president Harley Finkelstein pointed out China is “not a huge area” for Shopify.

However, “we can’t anticipate what every presidential administration is going to do,” he cautioned.

He likened the uncertainty facing the business community to the COVID-19 pandemic where Shopify had to help companies migrate online.

“Our job is no matter what comes the way of our merchants, we provide them with tools and service and support for them to navigate it really well,” he said.

Finkelstein was questioned about the forthcoming U.S. leadership change on a call meant to delve into Shopify’s latest earnings, which sent shares soaring 27 per cent to $158.63 shortly after Tuesday’s market open.

The Ottawa-based company, which keeps its books in U.S. dollars, reported US$828 million in net income for its third quarter, up from US$718 million in the same quarter last year, as its revenue rose 26 per cent.

Revenue for the period ended Sept. 30 totalled US$2.16 billion, up from US$1.71 billion a year earlier.

Subscription solutions revenue reached US$610 million, up from US$486 million in the same quarter last year.

Merchant solutions revenue amounted to US$1.55 billion, up from US$1.23 billion.

Shopify’s net income excluding the impact of equity investments totalled US$344 million for the quarter, up from US$173 million in the same quarter last year.

Daniel Chan, a TD Cowen analyst, said the results show Shopify has a leadership position in the e-commerce world and “a continued ability to gain market share.”

In its outlook for its fourth quarter of 2024, the company said it expects revenue to grow at a mid-to-high-twenties percentage rate on a year-over-year basis.

“Q4 guidance suggests Shopify will finish the year strong, with better-than-expected revenue growth and operating margin,” Chan pointed out in a note to investors.

This report by The Canadian Press was first published Nov. 12, 2024.

Companies in this story: (TSX:SHOP)

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RioCan cuts nearly 10 per cent staff in efficiency push as condo market slows

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TORONTO – RioCan Real Estate Investment Trust says it has cut almost 10 per cent of its staff as it deals with a slowdown in the condo market and overall pushes for greater efficiency.

The company says the cuts, which amount to around 60 employees based on its last annual filing, will mean about $9 million in restructuring charges and should translate to about $8 million in annualized cash savings.

The job cuts come as RioCan and others scale back condo development plans as the market softens, but chief executive Jonathan Gitlin says the reductions were from a companywide efficiency effort.

RioCan says it doesn’t plan to start any new construction of mixed-use properties this year and well into 2025 as it adjusts to the shifting market demand.

The company reported a net income of $96.9 million in the third quarter, up from a loss of $73.5 million last year, as it saw a $159 million boost from a favourable change in the fair value of investment properties.

RioCan reported what it says is a record-breaking 97.8 per cent occupancy rate in the quarter including retail committed occupancy of 98.6 per cent.

This report by The Canadian Press was first published Nov. 12, 2024.

Companies in this story: (TSX:REI.UN)

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