Had a return portion of a flight for Oct 26 from YYZ-YYC. Ticket was booked through call center as was utilizing credit from previously cancelled flight. I had to change the flight Monday aftenroon but wasn't able to get through to call center (unexpected volume of calls so not taking any more....sounds like the Alberta H1N1 clinics!) and couldn't change online as new system couldn't find the reservation.
I booked AC instead and did not show for my WJ flight. Tried every day to get through to WJ with success finally yesterday. Explained the situation and requested the value of missed flight be reinstated. Was told that wasn't possible and it wasn't westjet's fault my plans aren't set in stone and changed at the last minute. So because westjet screwed up their system implementation and is inundated with phone calls, I lost the value of my WJ ticket and had to pay additional $$$ for AC ticket.
I suggest that you take your complaint higher up at Westjet and if you meet with no success then challenge the charges on your credit card. In the past, Westjet was very customer service oriented and I would be surprised, your experience with the phone agents not-withstanding, that their approach has changed dramatically. I hope you get this resolved.
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Quote:
Originally Posted by trilinearmipmap
Care to tell us the part of the story you have left out?
The story as you have told it seems quite one-sided and implausible.
is the kool-aid that tasty? It seems very plausible to me.
Same thing happened to me last week YWG-YYC. A meeting ran late and I knew I wasn't going to make my flight. I called three times trying to change before my flight and no luck. Twice I got the "due to call volume we aren't taking phone calls" and the third time, an hour later, I had to listen to Sean apologize about thier new reservation system before being told it would be over an hour wait for an agent.
I was a bit lucky in that I had the ability to drive to the airport and physically speak with an agent at YWG who changed my flight (at no cost, which I wasn't expecting and was appreciated due to the inconvienance of not getting through and having to drive to the airport) after my flight had left.
The two agents I spoke with at YWG have said the website & call-centre have been nothing but problems since the change and I wasn't the only person who couldn't get through and just went to the airport to speak to agents. At least one other lady & a couple from Brandon where doing the same thing when I was there.
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Quote:
Originally Posted by calgary_jay
is the kool-aid that tasty? It seems very plausible to me.
Same thing happened to me last week YWG-YYC. A meeting ran late and I knew I wasn't going to make my flight. I called three times trying to change before my flight and no luck. Twice I got the "due to call volume we aren't taking phone calls" and the third time, an hour later, I had to listen to Sean apologize about thier new reservation system before being told it would be over an hour wait for an agent.
I was a bit lucky in that I had the ability to drive to the airport and physically speak with an agent at YWG who changed my flight (at no cost, which I wasn't expecting and was appreciated due to the inconvienance of not getting through and having to drive to the airport) after my flight had left.
The two agents I spoke with at YWG have said the website & call-centre have been nothing but problems since the change and I wasn't the only person who couldn't get through and just went to the airport to speak to agents. At least one other lady & a couple from Brandon where doing the same thing when I was there.
At least you had luck at the airport. 2 weeks ago I was taking the Park 'N Fly shuttle from YEG to the parking lot and I happened to be sitting next to a guy who had just had a bad experience with Westjet. I had never before seen someone be so upset with Westjet service. Apparently (and I admit that I don't know all of the details) he needed to fly (not quite last minute) from Edmonton to Kelowna and was not able to get through on the phone (1.5 hour wait time) so he decided to go to the airport to buy his ticket. Apparently he was turned away because there were problems with the reservation system (and apparently the agent was able to confirm that there were seats available, they just couldn't be sold). The guy's comment was "Westjet is going to have a lot of problems if they can't even sell full fare tickets."
OTOH, maybe he should have called a TA. Several co-workers of mine have not had any issues booking through our corporate TA.
Care to tell us the part of the story you have left out?
The story as you have told it seems quite one-sided and implausible.
Care to support a comment like this? Have you tried to speak with Westjet over the past 2 weeks?
A non-update....I've tried every morning to get through with no luck. Yesterday I did get to hold....105 minutes later still holding and had to run to a meeting. Needless to say I've wasted alot more time and energy than my $200 ticket is worth
When you were at the airport catching your flight did you not try to get the credit then? If you were pressed for time you could have tried when you arrived.
