ac190 wrote:Clearing up the recent comments on why Westjet can't get them there by using other airlines and comepensation.
Very interesting details - thanks.
ac190 wrote:WS has rebooking agreements with other airlines. Welcome to the industry standard... AC is a partner with them however there are rules. First off being, the entire journey has to be within Canada. Second being travel has to be day of.
If I am flying YYC - YYZ - LGA and my YYC-YYZ flight is cancelled/delayed, the CSA is not allowed to rebooking using Air Canada since it includes a trans-border (same for international) segment.
So that shuts down pretty much why they couldn't be rebooked on AC using that reservation. Now there have been instances of both AC & WJ employees not playing by the rules and rebooking anyways regardless of those two rules but you're risking it.
I won’t pretend to know if that represents a breathtaking lack of common sense and/or an abundance of pettiness on the part of either or both carriers, or, indeed, the regulators for not noticing or addressing it, but the fact that we could theoretically have someone fly for 20 hours from the other side of the world and get stuck in a transit hub in Canada for multiple days because the only available seats are on another airline and they got onto the plane outside Canada, do not flatter the intelligence or wit of whoever came up with these rules, or - for that matter - whoever thinks they’re acceptable.
Makes one wonder: where are the grown ups? . “Canadian aviation” really comes across as a clown show at times.
ac190 wrote:WestJet's rebooking, a version of Sabre is pretty garbage so just going to add not surprised that they weren't able to be rebooked on a WJ connection/flight sooner. That and they don't overbook a flight or standby confirmed passengers complicates things.
Second being compensation. According to the news article there was an issue with a broken air conditioner on the aircraft. That automatically should've entitled them to a hotel and meal vouchers until they reach their destination - YQR. So if it's 3 nights in a hotel than Westjet needs to suck it up and pay. While under the APPR last minute mechanical is classified as safety and therefor means no payout of money, it doesn't trump the fact that under Westjets tariff they are to take care of the passenger for an issue within carrier control. Pretty much every airline does that without purchase of insurance or an addon to the ticket. Hence why if the news article is 100% (never is) true Westjet did fail them this time, however rebooking on AC wasn't going to happen so going back and forth on how much frequency AC or WJ has is irrelevant unfortunately.
I think WS’ claim is that a last minute air conditioning breakdown is outside WS’ control according to the APPRs, ergo APPR says no compensation payable. Not too difficult to extrapolate from there that they owe the passenger nothing, not even accommodation at a transit point. FWIW I don’t buy into this; my experience with non-Canadian carriers - first hand - is that even with ATC and weather issues, accommodation and meals are provided at the transit hub.
Two things appear to be playing into WS’ approach.
- the APPRs, which were now formally define things which used to be viewed as being in the airlines control, as “safety issues”, and therefore consequence-free. This was a perhaps inevitable outcome of the way in which they were drafted - and whose input counted more. But not entirely surprising given some of the public discourse about conflicts of interest surrounding the CTA. They’ve somehow managed to make passenger protection worse with the APPRs. Which… is quite something.
- WS being, at its core, an LCC/ULCC as far as Y pax are concerned. It can roll out all the lounges it wants, but in keeping with its inherent LCC/ULCC mindset when it comes to Y pax, it seems to have adopted an instinctively adversarial approach. The stranded Y customer is the enemy, not a human in a jam; cede no ground regardless of how silly or unique the situation is.
The latter certainly is certainly at the fore here. While WS might not be able to “rebook” anyone on AC (because of some poorly thought out nonsense about where they got onto the plane), nothing precluded it from buying seats on the spot in a fairly non-slippery slope situation (assuming these types of multiple day delays are the exception, rather than norm at WS).