A Metro 麻豆传媒映画woman says she lost two days of her trip to see her 83-year-old mother thanks to a last-minute flight delay from WestJet.
Christa Barberis was scheduled to depart 麻豆传媒映画International Airport (YVR) on Aug. 12 at 12:50 p.m. but received a text message at 1:18 a.m. stating she was rebooked on a flight departing that morning at 8:20 a.m.
"Needless to say, I was unable to get that flight as I had no idea of the cancellation/rebooking while I slept," she told V.I.A.
While she couldn't contact anyone at WestJet, she rescheduled her fight through Expedia for the following day, Aug.13 at 5 p.m. Unfortunately, the second flight was delayed until 10 p.m. and Barberis landed in Terrace just after midnight on Aug. 14.
"Sadly, I lost two days of a visit with my elderly mother," she said. "I fly home on [Monday, Aug.19] and I am hopeful that WestJet will have figured out how they can do better by then."
Barberis said WestJet apologized for the last-minute change and the delay and told her the former was due to air traffic control at YVR. However, the poor communication left the Vancouverite with little chance to get to her first flight on time.
Customers are frustrated about WestJet callback service, cancelled flights
Barberis was able to rebook her flight thanks to Expedia's help but many travellers who booked their tickets directly through the airline are struggling.
Scores of WestJet passengers continue to share anecdotes of long waits on hold to speak to a representative after a last-minute flight delay or cancellation.
Many customers have expressed frustration with the WestJet callback service. Some people have mentioned that they are directed to phone the airline if they need immediate help but that it is impossible to get through.
Richard Gudgeon said he tried calling for three days to speak to someone at the airline and tweeted his experience online.
WestJet responded by stating, "Our Contact Centre is experiencing significantly higher call volumes than normal. We appreciate your patience and understanding while we assist all guests as quickly as we can."
A frustrated Gudgeon responded: "Well it’s all a bit late, and frankly pathetic."
Other travellers say they haven't heard back from the airline about refunds, with some stating they'd been home from their trip for weeks.
WestJet must provide passengers waiting over two hours due to a flight delay with "food and drink in reasonable quantities" based on the length of the wait, time of day, and the location of the passenger. The airline must also provide them with a means of communication, according to subsections 14(1) and 14(2) of the Canadian Air Passenger Protection Regulations (APPR).
WestJet offered special assistance to all air passengers travelling to or from the YYC airport between Aug. 5-8. However, customers may still be entitled to compensation from the airline if they are travelling now.
V.I.A. has reached out to WestJet and will update the story when more information is available.
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