Ontario Couple's Dream Vacation Turns into WestJet Travel Nightmare
A retired couple from London, Ontario experienced what they describe as a "trip from hell" when their planned holiday visit to family in Kelowna, British Columbia descended into a series of airline mishaps with WestJet that left them frustrated and out of pocket.
Initial Journey Disrupted by Winter Storm
Donald Payne, 76, and his wife Jutta, 75, embarked on their trip on December 17th, departing from London, Ontario with a scheduled connection in Calgary. Their troubles began when severe weather systems collided over western Canada, creating one of the region's most significant winter storms in recent years. This weather event led to multiple flight cancellations from Calgary International Airport.
"Passengers with connections wandered aimlessly through departure halls at Calgary Airport because all info desks in the halls were unlit and unoccupied," Jutta Payne reported in correspondence with media outlets. The retired secondary school teacher described a scene of confusion and lack of assistance as travelers tried to navigate the disruptions.
Lost Luggage and Medication Concerns
The couple's connecting flight to Kelowna was among those cancelled, and they faced immediate challenges. WestJet staff informed them that weather-related delays meant the airline wasn't obligated to provide accommodation or meal vouchers. More distressingly, no one could locate their luggage, which contained not only their personal belongings but also Christmas presents and Donald's essential heart medication.
Donald Payne, a retired printing company president, recounted their desperate search for accommodation: "So we phoned 15 different hotels. We finally got a Comfort Inn at two in the morning, and they had a shuttle bus back and forth." The couple spent their first night sleeping in their clothes without toiletries, anxious about their missing bags.
Airline Response Falls Short
When they returned to the airport the following morning, the situation remained unresolved. At baggage claim, an employee told them she couldn't assist with locating their luggage. WestJet has clarified that some airport staff are "trusted third-party partners" rather than direct airline employees.
The turning point came when Jutta mentioned her husband's heart medication was in the missing bags. "Her answer back was, 'Well, then you should go to emergency,'" Donald recalled. Shortly after this exchange, Jutta spotted their distinctive bright luggage among hundreds of unclaimed bags. They retrieved their three bags and Donald's skis without any intervention from airport personnel.
Mounting Costs and Delayed Arrival
The Paynes spent two nights at the Comfort Inn followed by another at the Airport Radisson, accumulating nearly $900 in unexpected accommodation expenses before finally reaching Kelowna on December 20th—three days after their original departure. Despite the stressful journey, they managed to enjoy quality time with family, including skiing with their seven-year-old granddaughter.
Return Trip Complications
Their travel troubles continued on the return journey scheduled for January 1st. "We waited in the departure lounge for four hours due to a creeping delay that was not weather related," Jutta explained. This additional delay compounded their frustrating travel experience with WestJet.
The couple's ordeal highlights broader concerns about airline customer service during disruptions, particularly for older travelers facing complex logistical challenges. Their experience serves as a cautionary tale for Canadian travelers navigating winter holiday plans with major carriers.
