WestJet has been slapped with a $70,000 fine by the Canadian Transportation Agency following complaints from passengers on a flight bound for British Columbia. The penalty, announced last week, stems from incidents on Flight WS3103 from Calgary to Nanaimo on February 16, 2025, where the airline failed to meet basic service obligations during travel disruptions.
Details of the Violations
The federal agency's decision outlines multiple breaches of the Air Passenger Protection Regulations. Specifically, WestJet committed 16 violations for not providing "food and drink in reasonable quantities" to passengers during delays, considering factors like wait time and location. Additionally, the airline was cited for 19 violations related to accommodation failures.
Accommodation and Transportation Shortfalls
According to the agency, WestJet did not offer hotel or comparable accommodations to affected passengers, nor did it provide transportation to such lodgings or return travel to the airport. These services should have been supplied free of charge, as passengers were required to wait overnight for their original or alternate flights.
Criticism of the Penalty System
Air passenger advocates have voiced concerns over the enforcement process, describing fines like this as "too slow and too low"—comparable to a parking ticket in their impact. The year-long gap between the incident and the penalty highlights the complexity of the federal complaint system, which involves multiple steps before fines are imposed.
How Passenger Complaints Are Handled
The Canadian Transportation Agency operates as both an independent regulator and a quasi-judicial tribunal. It monitors airlines for compliance and can launch investigations leading to penalties, as in this case. However, the agency also runs a complaint resolution office aimed at settling disputes directly between passengers and airlines, often resulting in compensation or refunds without formal fines.
Before filing a formal complaint, passengers must first contact the airline and allow 30 days for a response. Only if unresolved can they escalate the issue to the agency. WestJet has until April 7 to request a review of the $70,000 penalty through the Transportation Appeal Tribunal of Canada.
