WestJet Under Fire for Handling of Mexico Flight Cancellations
WestJet customers from Western Canada have voiced significant discontent after being left stranded in Mexico due to recent drug-cartel violence, with many accusing the airline of insufficient communication and effort to facilitate their return home. Passengers from Manitoba, Alberta, and British Columbia have reported feeling abandoned since their flights were abruptly cancelled.
Airline's Response and Passenger Allegations
WestJet, headquartered in Calgary, has announced the scheduling of twelve additional flights to address the disruption, with potential for more based on demand. The airline operates routes between Winnipeg and Puerto Vallarta, one of the Mexican cities impacted by cartel retaliation following the Mexican army's killing of a drug lord last Sunday. This violence forced both residents and tourists to shelter in place for at least a day, prompting several airlines, including WestJet, to cancel flights until Tuesday.
However, Gábor Lukács, founder of Air Passenger Rights, has criticized WestJet for allegedly failing to comply with legal obligations. In an email to National Post, Lukács stated, "WestJet is required to rebook passengers on competitor airlines at its own expense in this kind of scenario." He emphasized that if the airline cannot rebook passengers on its own or partner flights within 48 hours of the original departure, it must pay for seats on the next available flight with any carrier, including competitors.
Legal and Regulatory Concerns
Lukács further alleged that WestJet has been selling tickets on the extra flights at premium prices instead of prioritizing the repatriation of Canadians. He added, "WestJet is not rebooking passengers on competitors, even though that is what the law demands." This situation could potentially lead to a class action lawsuit, according to Lukács, who also pointed out that the Canadian Transportation Agency (CTA) has not been effectively enforcing passenger rights.
"The federal government is not enforcing passengers’ rights," Lukács remarked. "This is not a failure of the regulations as much as it is a failure of the Canadian Transportation Agency in enforcing the law as written."
CTA's Stance and Passenger Recourse
In a statement to National Post, the CTA confirmed it is investigating the flight disruptions in Puerto Vallarta. The agency highlighted that under the Air Passenger Protection Regulations (APPR), airlines must minimize impacts on passengers during delays or cancellations. This includes offering refunds for unused ticket portions or rebooking passengers free of charge on the next available flight, either with the same airline or a partner, departing within 48 hours of the original ticket time.
If airlines cannot arrange a flight within this timeframe, the CTA noted they must rebook passengers on any available flight with any airline, even from a nearby airport. Passengers dissatisfied with an airline's response are advised to first submit a claim to the airline. If unresolved after 30 days, they can then file a formal complaint with the CTA.
The ongoing situation has left many Western Canadians questioning WestJet's commitment to customer service and regulatory compliance, as they navigate the challenges of returning home amidst international turmoil.
