WestJet has been ordered to pay a British Columbia traveller $1,300 for a missed flight connection, according to a recent ruling by the Canadian Transportation Agency (CTA).
The incident occurred in December 2019 when the traveller, identified as Ms. Smith in the CTA ruling, was travelling from Vancouver to Puerto Vallarta, Mexico with a layover in Calgary. Due to a delay on her first flight, Ms. Smith arrived in Calgary 30 minutes after her connecting flight had departed.
Ms. Smith had purchased her tickets through a third-party website and was not aware that her flights were operated by two different airlines – WestJet and Air Transat. When she arrived in Calgary, she was informed by WestJet staff that she would have to purchase a new ticket for the next available flight to Puerto Vallarta, which cost her $1,300.
Ms. Smith filed a complaint with the CTA, arguing that WestJet should have rebooked her on the next available flight at no extra cost, as per the Air Passenger Protection Regulations (APPR). The APPR, which came into effect in 2019, states that airlines must provide compensation or rebook passengers on the next available flight if they experience a delay or cancellation within the airline’s control.
In its ruling, the CTA found that WestJet had failed to properly inform Ms. Smith of her rights under the APPR and that she should have been rebooked on the next available flight at no extra cost. The CTA also noted that WestJet’s policy of not rebooking passengers on flights operated by other airlines was in violation of the APPR.
As a result, the CTA ordered WestJet to reimburse Ms. Smith for the $1,300 she had to pay for the new ticket, as well as an additional $50 for the inconvenience and expenses she incurred. The CTA also directed WestJet to update its policies and procedures to comply with the APPR.
In response to the ruling, WestJet stated that it takes its obligations under the APPR seriously and will comply with the CTA’s decision. The airline also apologized to Ms. Smith for the inconvenience and stated that it has already updated its policies to ensure compliance with the APPR.
This ruling serves as a reminder to all airlines to properly inform their passengers of their rights and to comply with the APPR. Passengers should also be aware of their rights and know that they can file a complaint with the CTA if they feel their rights have been violated.
