“I couldn’t get the flight because I didn’t know about the cancellation/rebooking in my sleep,” said the traveler.
A woman from Metro Vancouver said she lost two days of being with her 83-year-old mother due to a last-minute WestJet flight delay.
Christa Barberis was scheduled to depart Vancouver International Airport (YVR) at 12:50 p.m. on August 12, but received a text message at 1:18 a.m. informing her that she had been rebooked on a flight departing at 8:20 a.m. that same morning.
“Of course I couldn’t get the flight because I didn’t know about the cancellation/rebooking in my sleep,” she told VIA.
Unable to reach anyone at WestJet, she used Expedia to rebook her flight for the next day, August 13, at 5 p.m. Unfortunately, the second flight was delayed until 10 p.m. and Barberis landed in Terrace just after midnight on August 14.
“Unfortunately, I lost two days of visiting my elderly mother,” she said. “I’m flying home on (Monday, August 19) and hope that WestJet will have figured out how to do it better by then.”
Barberis said WestJet apologized for the last-minute change and delay and told her that YVR air traffic control was the cause. However, poor communication meant the Vancouverite had little chance of making her first flight on time.
Customers are frustrated with WestJet callback service and cancelled flights
With the help of Expedia, Barberis was able to rebook her flight, but many travelers who booked their tickets directly with the airline are having difficulties.
Many WestJet passengers still report having to wait long periods on hold to speak to a member of staff after their flight was delayed or cancelled.
Many customers have expressed frustration with WestJet’s call-back service. Some people have mentioned that they are instructed to call the airline if they need immediate assistance, but that they cannot get through.
Richard Gudgeon said he spent three days trying to call someone at the airline and tweeted his experience online.
WestJet responded with the statement: “Our contact center is experiencing significantly higher than normal call volumes. We thank you for your patience and understanding as we assist all guests as quickly as possible.”
A frustrated Gudgeon replied: “Well, it’s all a bit late and frankly just pathetic.”
Other travelers said they had not heard from the airline regarding the refund, and some said they had been home from their trip for weeks.
WestJet must offer passengers waiting for more than two hours due to a flight delay “food and beverages in a reasonable amount” based on the waiting time, time of day and location of the passenger. The airline must also provide them with a means of communication under subsections 14(1) and 14(2) of the Canadian Air Passenger Protection Regulations (APPR).
WestJet offered special assistance to all passengers travelling to or from YYC Airport between August 5 and 8, but customers may still be eligible for compensation from the airline if they travel now.
VIA has contacted WestJet and will update the article as more information becomes available.
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