WestJet is under fire after reportedly transferring hundreds of Calgary call centre jobs to El Salvador — a move Canada’s largest private-sector union calls a betrayal of local workers and taxpayers.

Unifor, which is working to unionize WestJet’s call centre staff, says the airline has already moved 400 jobs to Central America through outsourcing giant Telus Digital, and fears the remaining 800 Calgary workers may soon follow.

Union: “We Were Told It Was Temporary — It Wasn’t”

Unifor president Lana Payne says WestJet originally framed the El Salvador operations as support for “peak periods.” But the union argues the shift has quickly escalated into full-time outsourcing, with Calgary workers now experiencing reduced hours.

Adding to union concerns: Telus Digital is actively training new customer service classes in El Salvador.

“It’s obvious this is about saving money,” Payne said, noting workers in El Salvador earn roughly $600 a month — a fraction of Canadian wages.

Bad Optics for WestJet as Canadians Avoid U.S. Travel

Payne also warns the move sends the wrong message at a time when many Canadians are choosing domestic travel over U.S. destinations.

And with WestJet’s parent company, Onex Corp., preparing the airline for a future IPO, she argues the outsourcing is an attempt to show aggressive cost-cutting to attract investors.

“Canadian companies should be protecting Canadian jobs — not exporting them,” she said.

Union Pushes Back: ‘There’s Protection if They Unionize’

When asked whether unionizing could accelerate outsourcing, Payne doubled down:
“The reality is there’s protection available if they’re unionized.”

Unifor also says offshoring publicly supported jobs is unacceptable, pointing out that Alberta taxpayers have contributed tax breaks and training grants meant to benefit the local workforce.

WestJet Responds: No Impact on Employees

WestJet denies the shift will harm its call centre workers, saying its outsourcing partnership helps with “peak travel periods,” reduces wait times, and improves efficiency.

“There will be no impact on our contact centre employees,” said spokesperson Julia Kaiser.

More Turbulence: Flight Attendants Launch Campaign

The outsourcing controversy is unfolding as WestJet faces another labour battle.
Flight attendants, represented by CUPE 8125, have launched a public campaign over “unpaid work and disrespect in the airline industry,” targeting issues including:

• Pay during non-flight duties

• Fatigue and scheduling

• Working conditions

Their collective agreement expires Dec. 31, setting the stage for tense year-end negotiations.