Westgreat steals my Christmas with my daughter.Share
Monday, December 22, 2008 at 10:57pm
I usually like to fly Westjet. They did a lot right and a
few key things wrong. We had a great agent when we took off
from Vancouver, who booked us seats with lots of leg room
in an exit row. The plane was 3 hours late out of
Vancouver, as we had lots of snow. Vancouver only has 1 ice
de-icing truck. After de-icing they closed both runways
down for snow clearing. After a wait we finally took off.
The Westjet staff were their usual attentive staff I have
always appreciated. We landed in Toronto at 10:30 p.m.
several hours late. Our connecting plane was grounded as
Halifax weather had shut them down. We went to baggage
claim 4 as directed. After a 45 minute wait, someone
discovered that not all of our luggage was at carousel 4.
We finally found our luggage in another room beside
carousel 2. No staff was aware of this, nor directed us. We
then headed up to the departures area to find the next
available flight. After another 30 minute wait we found
ourselves at the booking agent's desk. She informed us that
we would be reassigned flights and contacted the next day.
We confirmed that she had the correct contact number and
discovered she did not. She had to ask for assistance to do
it from another employee. Unfortunately this is where the
train came off the tracks. She did not do it correctly. We
were given food and accommodation vouchers and were
directed to ground transportation. After another half hour
wait we finally caught a ride to the hotel where another 45
minute line up awaited us. Fortunately we were in line with
a bunch of East Coasters who have to be the most patient
good natured Canadians I have ever met. We finally had a
room and managed to order a pizza, just making the 2:00
a.m. closing. We tried calling Westjet several times and
were not able to get through. We called again all morning
and still didn't get through. As the agent the night before
said that there was no point to go down earlier, we finally
went back to the airport at around 12:00 p.m. After a 2
hour wait in line, we were finally culled out of the line
to go to an agent who was able to issue food and
accommodation vouchers. We were still not given any
information on next available flights. We kept calling all
day and still were not able to get through on the toll free
line. Finally at about 6:00 p.m. we finally reached an
agent that said that we were booked on a 7:30 p.m. flight.
We had not received a call to inform us of this. We did a
mad rush back to the airport and arrived at 6:30. It took
about 10 minutes of urgent insistance to finally talk to an
agent, only to discover that we were past the 6:30 booking
time. This agent was incredibly helpful and did everything
she could within her power to find us a flight to link up
before Christmas. I have to mention that my daughter is
alone and going to school in Halifax. We have not spent a
Christmas together in years. Shelley my partner was looking
forward to spending Christmas with her 88 year old
grandmother. We were not able to secure a flight before
Dec.26th. We lost 2 nites accommodations, may or may not
have a rent a car when we get to Halifax, lost 2 1/2 days
pay for Alicia, Shelley and myself...We were lucky as we
were able to book some extra time as were only supposed to
stay until the 30th of December. Lesson to Westjet: Train
your staff properly, put together a contact centre capable
of handling an emergency. $250.00 credit cannot hope to
compensate for the disappointment and financial loss. I'm
not impressed! If anyone knows any high up executives at
Westjet, by all means pass along their contact information.
I would love to have a chat with them.
Written on Monday - Add Comment - Report Note
AJ Kutchaw at 8:38am December 23
Couldn't have phrased things better myself. I think this
story should be posted on
http://www.mymiserablechristmas.com/ Ja-Len Jones at 3:22pm
This could be a sequel to Planes Trains and Automobiles -
did you swear a lot? I'd be cursing a blue streak, although
that probalbly wouldnt do any good.
Maybe Westjet needs a rubber room after they drive everyone
crazy? What an ordeal...Lord!To recoup your loses
fiscaly...go to UofB's student lawyer for free evaluation
of potential lawsuit, or publish your finding in the
You write extremely well Roy. Now is the hour of your
discontent, write those feelings and events down as they
happen, you'll need the notes for evidence for any lawsuit.
Good luck in the future travel plans Roy. Remember the old
adage; once bit twice shy.
After all is said and done, I bet you have learned many
hardball lessons...thank-you for informing me just in case
I go to Paris this spring with my sisters...not sure if I
want to now..J West Jet Sucks!Pray you get to visit your family this Christmas..I was watching BC on the news...the snowplows were not working? Safety first, but if this is a mechanical techno glitch due to WestJet or Airport's negligence...it is not longer "Act of God" and you have a case. Airports should be prepped for snow..this IS Canada! If it ws a huge storm, everybody is delayed...GOOD LUCK ROY AND FAMIY,,HANG LOOSE!!!^.^OMG!!!Unbelievable!All you guys that got stuck should CLASS ACTION the Airport because they didnt even have SANTA at the airport, nobody...that is so not right...Christmas delayed but not the love, you are a bit of alright Roy!I truly admire your stamina perservance and determination to see your folks! Commendable!