Me any my family had a very traumatic experience with WestJet on our flight from Ottawa to Toronto. (from Toronto we had

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Customer: Me any my family had a very traumatic experience with WestJet on our flight from Ottawa to Toronto. (from Toronto we had British airway flight for 30 hours journey)
JA: Have you talked to an Ontario lawyer about this?
Customer: No. I want to check my legal options to file a complain against airline
JA: What steps have you taken so far?
Customer: So far I have filed a complain with airline
JA: Is there anything else the Lawyer should know before I connect you? Rest assured that they'll be able to help you.
Customer: Me and my family were denied boarding. although the fault was of airline for making us fill un required forms. further more they did not help book the new flight and made go to agent who could not do anything. We were on call with agent for 2 hours. The whole experience was severely traumatic for my children (6 year and 9 years old daughters).
Answered by Debra in 5 mins 8 months ago
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Debra
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Debra
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Debra
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166276 Satisfied customers

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Jessica

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Debra, Expert

Hello and Welcome to JustAnswer. My name is***** will be working on your question today and I am looking forward to our conversation.
Customer
Let me share with you details of the incident.
Customer
Me and my family had a very painful and traumatic experience on our flight with WestJet on 14th of Dec 2021.
WestJet staff and Management at the Ottawa airport lack of knowledge and rude behavior had the most adverse effect on our 30 hours journey that we were about to start from Ottawa.
Following is the summary of the incident for that day.
1- Me and family were booked on flight from Ottawa to Toronto at 3:40 PM. We reached Airport at 12 PM and had to wait for our covid result till 1:30. My results were in conclusive and lab to re-run the test to return positive or negative result.
2- Me and my family was not allowed to board our flight and were rudely treated by WestJet staff that we are late, although we reached the gate 10 mins before the scheduled time and Plane was still at the gate. It remained connected with the air bridge long after me and my family were returned for the boarding gate
3- WestJet staff member at check-in made us fill “UK Passenger Locator Form”. I informed the staff member that this is not required since we only have a transit through UK. But staff member insisted that he cannot check-in unless we fill these forms. This completion of form took almost 30 mins. It can be confirmed from UK website that this form was not needed, and we were unnecessarily required to fill it.
4- Once we completed the forms we were made to go back in the line.
5- There was no announcement made for me or my family from the gate.
6- Gates were closed more than 10 mins before departure even with the knowledge that passengers with boarding passes and luggage on board are on their way through cabin baggage security check.
7- When we returned from the gate to the Check-in Counter. WestJet Staff told us that they could not change our flight and we have to contact FlightHub which issued the ticket. I protested that this should be in WestJet control being the owner of the ticket.
8- Me and my wife spent 2 hours on call with Flight Hub, during which they tried all options to change the ticket. They could not do it. And the ticket was changed by the WestJet member at the check-in. These 2 hours of uncertainty were extremely traumatic for the children who were crying though out.
9- Me and my family spent additional 5 hours at the airport with no one for the WestJet coming forward to communicate with us. We were in the check-in area right in front of the WestJet Staff.
10- All of our 8 bags were missed in Toronto because of the boarding issue. We had not luggage after our 50 hours journey and had to wait 4 days before the baggage arrived. A Huge cost was incurred because the event that I was supposed to attend was during that period.
11- Both of my children were severely affected by this incident. They did not normalize, and feared air travel any more.
12- We had to take them to a phycologist in order to make our return journey.
Customer
I am looking to understand my legal rights in this situation.
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Debra, Expert


I know your question is important to you and I will be giving it the time and attention it deserves.

Sometimes responses and replies take time, so I ask you to be courteous and patient to allow me the time to type answers to you and also to others. At times I may even have to do some research.

I am sorry to hear of this difficult situation.

That is a horrible story. Are you saying that you ended up missing the flight because they required you to fill out forms in error as you didn't even need those forms?


Customer
I missed my flight. And even after that was not accommodated easily on the next flight. Again unnecessarily they made us contact the booking. Who, after 2 hours on call was not able to do anything. Eventually WestJet changed the flight at check-in which they could have done in the first place.
Customer
booking agent*
Customer
Please take you time. I will wait for your opinion. my email is***@******.***.
Customer
You can send your response there also.
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Debra, Expert

Have you asked them about compensation for the lost luggage issue?

Customer
I have filed that Claim.
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Debra, Expert

So to summarize, aside from the luggage which hopefully they will address but we know they're not going to address it fairly, you were delayed for no reason and you suffered inconvenience and your children suffered emotional harm. Is that correct?

Were there any other out-of-pocket expenses that you suffered as a result of this delay? I assume you had to pay for more meals but you didn't have to pay for new tickets, correct?

Customer
Correct on both points. I did buy some meal for kids. Nothing for tickets. Although the agent asked for 3900 USD but since he could not change so no cost was incurred. Children were effected the worst and still dread that experience. I have two daughters 6 years and 9 years old
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Debra, Expert

Would it be beneficial for you if I explain a couple of options that you could consider following?

Customer
please
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Debra, Expert

Here is the answer to your query. Please do not hesitate to ask any follow up questions related to this response and know that I will respond as soon as I can.

I have had a great deal of experience taking on a couple of airlines in Canada myself.

One good idea is for you to file a complaint with the Canadian transportation agency. They will take your complaint seriously. They will assign someone to your case who will email you and call you and get back to you. I have been shocked at how impressed I have been with my interactions with this agency.

Here is a link to the information you will need:

https://formulaires-forms.otc-cta.gc.ca/en/air-travel-complaint

If they cannot resolve this then you will be offered mediation or arbitration. It will take one year to get to arbitration if you choose that route.

The other option is to sue them in Small Claims Court. You can sue them in small claims court and you can self represent.

In my view your best next step would be to first see if the Canadian transportation agency can resolve this and if not then you can decide whether you want to go through arbitration or sue them or you can choose mediation.

Does that make sense?

Customer
Thank you for the guidance. I will pursue this with Canada transport agency first and see where it goes.
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Debra, Expert

Good for you. You are very welcome.

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Debra, Expert

Is there anything more I can help you with before I mark this question as complete?

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Debra, Expert

Thank you for trusting us to help you here at JustAnswer. If you need more clarification or have a follow-up question just reply and we can continue our dialogue. If you would like to ask me new questions please start a new post and if you do if you say “This is only for Debra” I will be sure to give your post top priority.

Although I can’t always give good news, I am direct and do my best to simplify things for people to understand.

Thank you very much!

Best wishes,

Debra

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