My complaint:
I do not even know where to begin. I have never been to Cuba before and only flown once in my life. But this experience has been nothing but horrible!
I went with three of my friends to Cuba last month. First time I have ever flown with WestJet. First time my friends ever traveled anywhere, except one. What a horrible experience WestJet had waiting for us at Toronto Pearson Airport.
Booking Number was 2976952
Reservation Code was FEMKYZ
Passengers were Marilyn Broad, (writing this) Suzette MacDonald (a lawyer), Angela Sears and Linda Stone.
I have email ation of our flight that says we need to be there at least two hours before departure. Our flight left at 9:20 a.m. on November 26th, 2022. We were at the airport at 7:00 a.m. Upon arrival I talked to a WestJet employee (let’s call her “A”). She told us to go to self-check in. We stood there for half an hour and right before we could talk to the WestJet staff, they disappeared. We waited another five minutes, and Suzette told me and my friends this is not right. Suzette then proceeded to find another WestJet employee and they told her we had to go stand in the line like everyone else. We went to that line. We stood there for another half an hour. Suzette knew this was not right as well. we then saw employee “A” and asked her what we do? She looked at her watch and said you are late for your flight, and you are not getting on it. I said what can we do? She said nothing! We all stood there baffled. We waited another few minutes and Suzette approached another WestJet employee. She told us to come with her and we had lots of time to still make the flight. She was weighing our language to have it checked and then employee “A” came back, and they spoke in French. I do not understand French and neither did my three friends. After the conversation, “A” looked at us and said I told you that you would not be on this flight! She then walked away. Suzette asked the girl who was checking us in and weighing our language, what do we do now? Suzette asked her to book us on another flight to Cayo Coco for that day. She told Suzette she did have access to other flight information but would try to help us. By then, our flight with WestJet had taken off. 10 minutes after our flight had taken off, the girl that was weighing our baggage to check it and then “A” came up to her, came back to us in tears and handed our passports back. Suzette asked her what do we do now? She said she did not know. Suzette found “A” again and she told her it was our problem and to figure it out. We all stood there in disbelief!
Suzette did figure it out! She looked at the big blue board that had flights going to Cuba that day. She went to every one of them and booked a flight to Santa Clara. It costs each one of us an additional $570.00 for the flight to Cuba. Suzette put all of the 4 tickets on her credit card as the rest of us did not have a credit card. Once we arrived in Cuba, we had to hire a taxi to take us to our resort in Cayo Coco! That was another six-hour ride that cost us $250.00 American!
Suzette a lawyer, and an experienced traveler, and she was baffled!
Myself and 2 other traveling with me suffer from life threatening ailments such as obesity, anxiety, stress panic attacks, high blood pressure that led to them having no control over their bladder, high blood pressure. We are not young people. One is even in her 70s.
We put a lot of stress on Suzette as we had no clue what to do and depended on her to figure it out as 2 ppl in our group had never flown before and me only once.
WestJet told us basically that this was not their problem and for us to deal with it and figure it out! We did FIGURE IT OUT! The stress put on Suzette for looking after all of us fiends and ensuring we made it to Cuba for our paid vacation, I have no word! Yes, I do! The WORST customer service ever with being told WESTJET could not help and for us to FIGURE IT OUT! I have no words for that!
I can supply all the proof I have; we did nothing wrong, and me and my friends need to be compensated for our entire trip and the additional expenses we spent to go to Cuba due to “A” complex and attitude and the stress put upon all of us when we were told it was not WESTJETS problem and for us to figure it out! Unbelievable!
Yours truly,
Marilyn Broad
Suggested solution:
we want a full refund plus any expenses that occurred.
