WestJet is facing backlash after passengers were stranded at Calgary International Airport for hours without support, following flight cancellations due to crew issues. The troubled situation unfolded as several flights were delayed and eventually called off, leaving travelers bewildered and frustrated.
One affected passenger, Sheila Karrow, experienced the turmoil firsthand. Her flight from Calgary was delayed four times on February 16, 2025, before being cancelled late at night. "We were all kind of bewildered," she said, describing the chaotic atmosphere as many elderly passengers struggled to find assistance. With no guidance from airline staff, confusion reigned supreme.
Karrow recounted her distressing experience: after being instructed to gather their baggage, passengers expected to meet WestJet representatives who would provide hotel and food vouchers. Unfortunately, these representatives were nowhere to be found. "We find our way up to baggage, we’re standing there, and there was no one there to meet us," she explained. Passengers were left scrambling, some resorting to booking their own hotels or trying to reach WestJet’s customer service without success.
Many passengers described waiting for extended periods on the phone — one couple reported not getting through even after two hours of calls. Karrow spent the night on a bench inside the airport, feeling lost and abandoned. It was only the next day before she received any updates about rebooking. "They rebooked me on a flight on the next day, at dinner time, to go to Kelowna... so a two-day delay," she recounted, noting her frustration at the inconsistent handling of the crisis.
Others, including Karrow, took matters to their own hands, booking alternative flights on other airlines, spending over $700 each, and have since been promised reimbursements from WestJet. The airline eventually released a statement, apologizing for the inconvenience caused to passengers and attributing the cancellations to unscheduled maintenance needed for safety. "We can confirm... the same crew was to operate..." the airline noted, indicating how the initial flight issue compounded the problems.
Their statement went on to regret the dismal communication, acknowledging, "Unfortunately, due to the timing of the cancellation... the standard automatic process was not able to email food and accommodation vouchers." The airline’s failure to adequately support their passengers during the ordeal has raised questions about their operational support during such disruptions.
This incident is particularly concerning for WestJet, as public confidence is precarious for airlines still recovering from the impacts of the COVID-19 pandemic. With more travelers returning, airlines are urged to streamline their operations and customer service to prevent situations like this from occurring again.
Passengers affected by cancellations and the lack of support have expressed disbelief at the poor response from one of Canada's major carriers. Such incidents could have long-lasting effects, prompting travelers to reconsider their loyalty to airlines based on customer service responses.
This story serves as a reminder of the importance of transparent communication and effective support systems as airlines strive to reclaim their credibility and customer trust. WestJet has indicated through various communications channels their commitment to improving service, but the fallout from this incident will likely linger as the airline works to win back the trust of its passengers.