Hundreds of WestJet passengers have faced an extended stay in Mexico, far from what they had planned.
Alim Kara, who was on vacation with his wife and two young sons, described the ordeal: “Over the past two days, [we] have spent almost 16 hours at the airport and being shuttled around. We have two very tired unwell kids due to two days of being stuck in the airport with no answers about what is happening.”
Kara, his family, and dozens of other passengers arrived at Cancun International Airport on Thursday afternoon, ready for WestJet flight WS2249 to take them home. After two small, hour-long delays, passengers learned their flight was canceled and headed back to their hotel about six hours after first leaving.
Passenger James Faulkner shared that everyone went to sleep without knowing when their flight the next day would be. “It wasn’t exactly a relaxing night. [Some people] would say it’s great, another night in this nice hotel — but you don’t get to enjoy it.”
By 7:30 Friday morning, hundreds of passengers gathered in the lobby, learning they would board a bus back to the airport at 9 a.m. “The communication would be the one thing I think WestJet could improve,” Faulkner told Global News from his hotel on Friday night.
Once back at the airport, Faulkner and the other passengers faced several short delays with no explanation. By 2 p.m., staff on the plane joined the stranded passengers in the gate area, informing them of an issue with the plane’s climate control system. A handful of passengers were able to board another WestJet flight back to Calgary that afternoon, but Faulkner, Kara, and the majority of the others were left waiting and wondering.
“All [WestJet] had to do for the rest of us was say ‘you know what, the game’s over. We’re going to send you back to the hotel early, and you can sit in a lounge chair for a couple hours and get some of that vacation vibe back,’” Faulkner said.
Kara, who had to make new arrangements for work, expressed his frustration: “We need to get home. Honestly, one of the toughest experiences we have been through.”
In a statement to Global News on Friday night, WestJet said both parts and maintenance personnel were on the way to Cancun to complete the necessary repairs on the affected aircraft. “We are sincerely sorry for the inconvenience WestJet guests are experiencing in Cancun. We can confirm that there have been multiple cancellations due to unscheduled maintenance,” a WestJet spokesperson said. The airline confirmed that the impacted passengers would be on a flight home on Saturday.
