After having been delayed for hours, a WestJet flight from Cancun to Ottawa was canceled on Sunday due to a technical fault. The carrier offered passengers accommodation at a local hotel, but the hotel was unaware of arrangements with WestJet, leading to claims that the airline abandoned customers.
Afters being delayed for hours on the tarmac due to a technical issue, the cancellation of a WestJet flight from Cancun to Ottawa on Sunday has caused a number of passengers to accuse the carrier of abandoning its customers, the CBC reports.
According to the outlet, more than 100 passengers were affected by the cancellation of WestJet Flight WS2841, which had been due to depart from Mexico on Sunday afternoon. Travelers were kept waiting for hours until they were finally informed that their flight would not be departing on Sunday.
The flight’s passengers were then told by the carrier that they would be transferred to a local hotel and provided with accommodation. Despite having been offered reassurances by the carrier, some passengers have reported that they were transferred via bus to a downtown hotel only to find that it was unaware of any arrangement with WestJet.
Offering his account of the situation, passenger Michael Cimpello said, “It’s a situation that nobody should have been put in. I think it’s shameful for WestJet that they allowed this to happen.”
“It’s downtown Cancun, so it’s not the tourist area that we’re in. And a lot of passengers didn’t have cellphones, they didn’t have money, they had small children with them. It was just very confusing, and you realized at that point that you had been abandoned by WestJet,” Cimpello added.
Cimpello also said that the flight’s passengers are looking at taking legal action against the carrier.
Richard Bartrem, WestJet’s vice-president of communications, commented on the incident, saying, “This was obviously not a shining moment for WestJet. We pride ourselves on the guest experience we provide to customers and we have obviously failed them in this situation.”
He confirmed that the airline is continuing to investigate what happened and will be compensating passengers.