As the old saying goes - "the bigger you are, the harder you fall". As Westjet gets bigger it also becomes more impersonal and in a place like Cancun likely has fewer people that can make pro-active, on-the-fly decisions and count on upper-management having their back. Personally, just came back from Cancun on Westjet before Christmas; staff were great, everything was on-time and executed without a hitch - but, the true test is always when things go wrong - Westjet is getting more negative PR than I'd think they like for what should be avoidable issues in unavoidable circumstances.