WestJet has been ordered to pay over $5,000 to a family after their flight between Phoenix and Kelowna was delayed.
According to a decision posted online this month, Civil Resolution Tribunal member Alissa Reynolds sided with the applicants their three minor children.
The group sought compensation under the Passenger Protection Regulations (APPR) and compensation for expenses caused by the delayed connecting flight.
WestJet said the applicants are not entitled to any compensation under APPR or expenses incurred, because the flight was delayed due to poor weather, which is outside of its control.
According to the claim, the family booked a WestJet flight travelling on Jan. 12, 2024 from Phoenix to Kelowna with a connection in Calgary.
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Their flight was supposed to depart Phoenix at 1:05 pm and arrive at 4:14 pm, and their connecting flight to Kelowna was scheduled to leave at 7:15 pm.
The first flight was delayed and arrived in Calgary at 6:38 pm.
“WestJet says due to the delay it rebooked the applicants on a flight departing Calgary at 11:30 am, January 13, 2024,” the claim said.
The applicants claimed that WestJet did not inform them of this change so they still rushed through the Calgary airport to meet their connecting flight. When they arrived at the gate, the flight to Kelowna was boarding and when their boarding passes were scanned they were still valid.
However, WestJet didn’t allow them on board and the group was forced to take a flight the next morning.
The claim said WestJet did not deny any of that.
The applicants claimed $1,000 each in compensation. Under the APPR, a large carrier like WestJet must provide that amount to a passenger if their flight is delayed by nine hours or more for reasons within the airline’s control.
WestJet agreed that the flight was delayed by over 18 hours but claimed the delay was caused by cold weather in Calgary.
“However, I do not need to determine whether the applicants’ flight from Phoenix to Calgary was delayed by weather, because the applicants made it to their connecting gate in time to board their flight to Kelowna,” the decision said.
Reynolds said WestJet didn’t explain why it made the decision to rebook the group’s flight when they still had 37 minutes to make their connection and made it to the gate while the flight to Kelowna was boarding.
The Tribunal said that decision was in fact within WestJet’s control.
Therefore, WestJet was ordered to pay the five applicants $1,000 each.
Reynolds also ordered WestJet to pay $135.15 for a hotel and meals and $187 for CRT fees.
