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What Happens When An Airline “Abandons” You In Mexico With No Hotel?

What Happens When An Airline “Abandons” You In Mexico With No Hotel?
Jackie Reddy

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.

[Image: pxhere]

View Comments (4)


  1. thepinenuts

    January 10, 2019 at 10:00 am

    Have a lot of friends in Canada . . .it;s nickname is “Worst Jet”. Guess it’s living up to it’s rep.

  2. ricski64

    January 10, 2019 at 10:27 am

    These “travelers” are a bunch of pathetic snowflakes. Threatening to sue c’mon folks use your brain. Plane has mechanical issues and WestJet tries to fix which causes delay. Then results in cancellation of flight.
    Now I suppose after spending a week or so at an all-inclusive 4* resort in a third world country would give you the impression that you have achieved some sort of presidential status and you should have every whim catered to.
    Welcome back to the real world.
    Take care of yourselves.
    Make do the best you can
    I’m willing to bet that 90% hit the “decline insurance” button while booking and gambled that life is perfect why buy insurance?

  3. AsiaTravel2019

    January 10, 2019 at 9:13 pm

    Reminds me of the time American Airlines stranded me in Charlotte and did nothing to help

  4. Swoop

    January 13, 2019 at 4:50 pm

    Who would travel internationally with children, no cell phone and no money?

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