My complaint:
I purchased a round trip WestJet ticket for travel from Seattle to Toronto through Justfly. Within a couple weeks or so, WestJet changed the schedule from a 2 hour layover in Calgary to a 14 hour layover and was notified by email by Justfly. The email said to expect a ation email that the schedule change was ed by the airline which I did not receive. I opened up the booking link on Justfly that also showed the change. The long layover was unacceptable and I tried calling the phone number but I was never able to a live person. I tried a few times. About 1-2 months later, I tried calling again and got a hold of a live agent. I was told that by opening my account on Justfly to look at the change in schedule, that I have in effect accepted the change. I tried to get the agent to show me where I actually clicked on something that says I accept the change which he was not able to provide. Due to that, he said he could not make any changes now. I called Westjet and they told me that because the schedule change was unacceptable, they should be able to make the change and they could call Westjet’s Travel Agent support line to walk them through the change, but he said he was not allowed to call them. I wish I never booked my flight through them and wanted to formalize this complaint. The fact that he said that I ed and accepted the schedule change by just opening up my account information about the flight represents fraudulent business practice to me. I wish I read about the myriad of complaints and lawsuits about the company, but hindsight is 20-20. Never again.
Suggested solution:
Offer to change the outgoing flight that suits the original booking more closely without any change fees or additional seat fees.
