I bought a Christmas trip to Cancun, Mexico, for my wife and son. While going through security at YMM (06:20ish), my wife was informed the flight ( WS 3164 )was delayed for 20mins. Once through and waiting for the 08:10 flight was informed that the flight was delayed for over 2 hrs. She was then told by the West Jet agent at the airport that the flight going out after 10:00 would not get into Edmonton (YEG) with enough time to make the connecting flight ( WS 2208 )to Cancun and should not bother going as she would be holed up in Edmonton. When asked why she (West Jet Agent) said that the earliest getting out of Edmonton would be 4-5 days. When asked why was told that it was due to a pilot shortage and that what was available was solidly booked; when asked about a flight refund was told it was a Sun Wing problem. We spent over $ 7000.00 for this holiday trip, and being unable to fly out is frustrating. What’s more frustrating is being told by West Jet it’s not their problem since the vacation was not purchased through West Jet but by a third party. Regardless of where or by who the trip was purchased, West Jet received the money I paid through Sun Wing and could not deliver on their commitment costing a lot of disappointment for my family and me. We checked the status of the flight before arriving at the airport, and all was good. Numerous phone calls and waiting on hold have led to nothing but frustration. I believe West Jet should be held accountable for total reimbursement however they won’t take any responsibility; they just keep saying since it wasn’t booked through them, it’s not their problem.
