WestJet Ordered to Compensate B.C. Family $5,000 for Denied Boarding

UPDATE: A British Columbia tribunal has mandated that WestJet compensate a family $5,000 after they were unjustly denied boarding for their connecting flight while the aircraft was still at the gate. This urgent ruling, posted online today, highlights significant issues surrounding airline accountability and passenger rights.

The incident took place in January 2024 when Adam Green, Vanessa Trevors, and their three children were en route from Phoenix to Kelowna, with a crucial stop in Calgary. Their first flight experienced a delay of approximately three hours, landing in Calgary just 37 minutes before their scheduled departure at 7:15 p.m..

Despite their timely arrival at the gate, the family discovered that WestJet had rebooked them for a flight the next day at 11:30 a.m. without notifying them. Tribunal member Alissa Reynolds stated, “The applicants say WestJet did not inform them of any change to their itinerary, and they rushed through the Calgary airport to catch their connection.” The boarding passes were still valid when scanned at security, and they reached the gate just as the flight to Kelowna was beginning to board.

The fallout from this ruling is significant. The family ultimately arrived in Kelowna a staggering 18 hours and 10 minutes later than planned, and WestJet’s side of the argument—that the delay was weather-related and beyond their control—was rejected by the tribunal. Reynolds emphasized that the airline’s decision to rebook the family, despite their ability to make the connection, was within WestJet’s control.

Under Canada’s passenger protection legislation, major airlines like WestJet are required to compensate passengers $1,000 each for delays exceeding nine hours due to factors within their control. As a result, each family member will receive this compensation, totaling $5,000. Furthermore, the tribunal ordered WestJet to reimburse the family for $112.70 in meal expenses and $22.45 for accommodations after utilizing points at a Calgary hotel, along with $187.49 for tribunal-related fees, bringing the total compensation to an impressive $5,322.64.

This ruling could have wide-reaching implications for travelers facing similar dilemmas. As air travel continues to rebound, ensuring that passenger rights are upheld is more critical than ever. Travellers are encouraged to stay vigilant regarding their flight itineraries and remain informed about their rights, as airlines must adhere to strict regulations designed to protect consumers.

As this story develops, many will be watching closely to see how WestJet responds and whether this ruling will set a precedent for future disputes involving denied boarding and passenger compensation.