March **th, ******Dear West Jet,***I choose to fly West Jet over any other company beca...

GetHuman-jesslaw's customer service issue with WestJet from March 2019

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The issue in GetHuman-jesslaw's own words
March **th, ******Dear West Jet,***I choose to fly West Jet over any other company because I value the emphasis on customer service and satisfaction that is offered. Therefore, when I decided to book a cruise, I without a doubt selected West Jet to fly with. Usually, I have experienced excellent customer service flying with your company, however this trip was a much different experience and we almost did not make our cruise.***Our flights were to take us from Nanaimo to Calgary* Calgary to Toronto* Toronto to Fort Lauderdale* and then I booked and purchased a shuttle to take us to Miami and a hotel for the evening. When we arrived in Toronto, we were delayed by ** minutes because we were unable to land the plane with another one in its place on the ground. Being that we had an original layover time of * hour and ** minutes, we knew we would have to be quick to get to our next gate. We proceeded through security and customs as fast as we could and ran to our next gate where we made it in time with a few minutes to spare, however we were informed we would not be getting on the plane because our luggage was taken off. Even though the gate was still open, the check in attendants were unable to let us on due to higher up instruction that we would not be getting on board. ***When learning that there were no other flights to Fort Lauderdale that evening, we were passed onto another West Jet agent (Katrina) who attempted to find an alternative plan for us. Katrina was excellent in assisting us, however the options we had were to fly Orlando immediately, or to New York, or Atlanta. We were told that West Jet would not be responsible for any additional circumstances including hotels, transfers, or any other fees we would encounter due to the error. Therefore, we chose not to pay for a * hour cab ride from Orlando to Miami. We opted to take the Atlanta flight, where we were given another flight in the morning from Atlanta to Miami. ***Seeing as we were not compensated in lieu of the hotel or transfer, we slept in the Burger King restaurant bench of Atlanta airport. In total, for a trip that should have gotten us there in ** hours, we traveled for ** hours. I understand that things happen that we have no control over, however I am not happy with the fact that because of a luggage mistake we spent the night on a food court bench while still paying for our hotel in Miami. I hope that next time if I fly West Jet there may be a more appropriate solution to the customer than what we experienced.**Sincerely, *Jessica Law and Keomi Vance *Reservation code CZVHVW*West Jet member *WS********* & *********

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WestJet

Customer service issue
Reported by GetHuman-jesslaw
Mar 18th, 2019 - 2 years ago
Not resolved
Seen by 5 customers so far
Similar issue to 839 others
0 customers following this

Timeline

GetHuman-jesslaw started working on this issue
Mar 18th, 2019 5:15pm

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