So my flight (YQT -> YYC -> YVR) got diverted to Edmonton because of the storm (too many aircraft circling YYC waiting to land apparently) and then never took off again given the damage to Calgary airport. The crew on the flight and in Edmonton handled the situation well (great work by the Captain in particular at keeping everyone updated), but that's when my nightmare started.

First, hours went by without the rebooking email we were told to expect. One finally arrived ... in the middle of the night for a 6:30am flight! Even worse, the rebooking involved flying to Calgary, then Nanaimo, then Vancouver: a pretty ridiculous itinerary to get from YEG to YVR in the best of times, but given all the chaos in Calgary, one I knew wasn't going to be successful (surely enough, the Calgary -> Nanaimo flight was later cancelled) and I really didn't want to get stuck in Calgary given all the chaos going on there. Fortunately the email said I could select a different flight, even hinting at improved self-service options, but of course when I went to select a new flight I was told to call customer service. At this point I just went back to bed and figured I'd deal with it in the morning.

The next morning, I try calling CS: of course it's full and so is the chat agent. I schedule a callback about 5 hours later. The callback surprisingly happens on time, but agent - while friendly - seemed under-trained and not particularly helpful giving me flight options, etc. Eventually she tried to book something, but it was failing and she said she had to contact support. After ~30 min on the call I was disconnected and never heard back. Frustrated, I later travelled back to Edmonton airport and after waiting in a slow moving assistance line, did get help from an agent who suggested a flight the next day into YXX (close enough), but like the phone agent it wasn't letting them book it. Apparently my diversion to Edmonton and/or skipping the rebooked Calgary flight had got my booking into some sort of state they couldn't resolve. After they spent close to an hour on the phone with their booking/support, it finally got sorted out (well mostly: checking bags hit a snag the next day due to the previous bag tags still being in the system, but a supervisor on staff was able to resolve that).

I understand weather events are going to happen but this combination of terrible technology and understaffed & undertrained customer service is really making me want to avoid Westjet. It's so sad given Westjet's customer service used to be world-class. When it takes multiple agents at the airport an hour on the phone to get me on a flight that I could book myself online with a credit card in 2 minutes, something is seriously wrong with your technology.