My complaint:
Firstly, our original flight booked (Airline Ref 4MFGKE; Booking WMGBKB) was returning to Victoria directly (no layovers), yet in late September, without notifying us, WestJet changed our return flight from Puerto Vallarta to go via Calgary. We did not want to travel to Calgary due to weather issues there, so we changed our travel plans to stay one day later and therefore booked our return via Vancouver to Victoria.
On the day of returning from Puerto Vallarta, and again without any notification, WestJet neglected to inform us that they cancelled our return flight (via Vancouver to Victoria). Airport reps in Puerto Vallarta had to get on the phone, scrambling to find us a flight home (which again booked us via Calgary), and only to find out it was a mistake from WestJet’s reservations dept.
The flight to Calgary left on time however, the plane landed about 20 minutes later than it was scheduled to. The plane sat on the tarmac awaiting to get to the gate for another 20 minutes or so, because the ground crew were not prepared for our arrival.
We were still in security when our connection flight was nearing its time for departure (note: scanning our luggage was a futile procedure as we just went through security before boarding the plane, which we just got off to transfer to another).
Furthermore, we were given the wrong gate number. Even while sitting on the tarmac, the plane media was still showing our original gate number (same as what was on our boarding pass that was printed mere hours prior). When we finally got to the original gate, WestJet in their infinite wisdom, changed the gate to the other side of the airport. Again with no notification! There were also no trolliesgolf-carts to assist customers and half the mobile sidewalks were out of order or just not working. So we ran as fast as we could. When we got to the second gate, the rep there had the audacity to tell us that it was our fault and we had plenty of time to make out connection, and were told to see the WestJet service desk. We could still see the plane, but they wouldn’t let us on!
Due to these delays, we could not possibly make it to our connection flight. (You can not make this up!)
With all above said and done, even at the service desk, the rep refused to give us a voucher for a hotel room.
This is unacceptable and despicable behavior from WestJet their employees!
We have never been treated like this before. We are frequent customers of WestJet, yet every year it’s getting worse. WestJet certainly appears to be going down the tubes! We are not the only ones that were treated this way (on this trip), and many missed their flight for the same reasons as us.
Missing our flight was NO FAULT OF OUR OWN – IT WAS INTIRELY WESTJETS FAULT and could have easily been avoided.
Last but not least, upon return from our (again delayed) flight from Calgary, our checked-in luggage was missing. When it was finally delivered 2 days later, it was damaged and no longer usable (baggage report YYJWS13070).
(Note that we had house sitters while we were away whom left the morning of the day we were supposed to originally return. However, due to WestJet’s incompetence its delays, our senior animals were left unattended over 24 hrs.)
If this is not rectified, we will go to the News and its Consumer Matters!
Costs we incurred involved hotel fees ($91), additional airport parking ($13), a day of pay (approx $200) and a lot of unnecessary stress ($ priceless!).
Suggested solution:
Reimbursement of costs incurred and stress compensation.
Also for future travelers, WestJet needs to stop cancelling flights and changing gates!
photos avail upon request.
