My complaint:
My Senior mother (71 years old) had everything organized before she arrived at the Edmonton International Airport on June 4, 2022. She had registered online to make it easier for her once she got there because she was traveling alone, and we wanted to ensure a safe and smooth experience for her. No issues at the Edmonton Airport; however, during her layover at the Calgary Airport, she waited patiently at the Gate that was on her ticket until it got very close to the departure time and she realized they had not called her flight yet.
By the time she realized the Gate had been changed last minute, it was too late and she had missed her flight. Keep in mind that she is 71 years of age, traveling alone with heavy bags.
There was NO ANNOUNCEMENT notifying passengers of the change of Gate, and no attempt at all to call her name to the correct gate before the plane left.When she approached someone to see what she could do to catch another plane home, the West Jet staff was rude to her and made her feel stupid. They told her that it was HER FAULT that she had missed the flight, even though it was a last minute change to the gate, and absolutely no attempt to help her make the flight.
Did West Jet do the right thing and offer her a free Hotel stay and put her on the first possible flight the next day??? NOPE! Not only did they NOT do this for her, THEY ACTUALLY CHARGED HER AN EXTRA $715 for the flight the next day, PLUS she had to PAY FOR HER OWN HOTEL STAY FOR $250. DISGUSTING!!!
I am utterly appalled at the treatment from the West Jet staff and how they handled this situation with a Senior who was traveling alone. Seems they took full advantage of her in every way that they could.
Her luggage was on the plane that she missed, so that will be another issue for tomorrow, trying to get her luggage back to her.
I will be sure to spread the word about West Jet’s lack of compassion for Seniors and disgusting treatment. We have a large family (children, grand children, sisters, brothers, Aunts, Uncles, etc.) who travel on West Jet regularly. Not any more. West Jet, you have lost numerous customers due to this single incident.
I hope that some consideration will be given to this situation so that it does not continue to happen to others, and also to rectify this situation in particular for my mother and our family to regain confidence in this airline.
I request West Jet to compensate my mother for the extra charges she was forced to pay ($715 for flight and $250 for the Hotel), as well as a credit for her next flight if you value her business or wish to do the right thing to rectify this situation.
Suggested solution:
I request West Jet to compensate my mother for the extra charges she was forced to pay ($715 for flight and $250 for the Hotel), as well as a credit for her next flight if you value her business or wish to do the right thing to rectify this situation.
