Passengers of WestJet (WS, Calgary) have alleged that the airline has cancelled flights citing “unscheduled maintenance” issues, but only after swapping aircraft and assigning an aircraft already under maintenance and unable to fly. By doing so, it allegedly avoids compensation claims.
Canada’s Air Passenger Protection Regulations (APPR) provide for payments of up to CAD1,000 Canadian dollars (USD727) per passenger when delays of more than nine hours are within the airline’s control and not required for safety reasons.
CBC/Radio-Canada reported that at least 34 cases had been identified in which passengers were denied compensation after their aircraft was allegedly swapped, some within minutes of cancellation. In each case, WestJet cited safety-related maintenance issues.
In a statement, WestJet said the APPR “acknowledges that unplanned aircraft maintenance is a normal part of airline operations, and related delays are categorised as required for safety,” adding that when an unexpected issue occurs, management “carefully considers the approach that minimises disruption for the greatest number of guests overall.”
In 2022, the Canadian Transportation Agency ruled against WestJet in a case involving an aircraft swap and denied compensation. According to CBC, the agency has since launched an enforcement investigation into the carrier following the recent reports concerning the practice.
