Following the hailstorm that walloped Calgary on the evening of 05AUG, 2024, WestJet says it may take weeks to get back to normal.
The airline has announced that it will “continue issuing proactive cancellations for the foreseeable future” as it works diligently to safely return damaged aircraft to service.
A comprehensive assessment of the 16 hail-damaged planes has determined that sourcing specialized equipment and materials and completing repairs and inspections will take several weeks, officials said.
The damage has forced WestJet to cancel roughly 50 flights a day, although that’s expected to ease as repaired planes are returned to service.
The Calgary-based airline was hit by a surprise mechanics strike on Canada Day weekend, forcing cancellation of more than 1,000 flights, affecting at least 100,000 pax. Roughly five weeks later came the damaging hail storm.
"We share in Canadians' frustration for the unpredictable nature of this summer travel season and are incredibly disappointed that the compounding impacts of last week's hailstorm continue to disrupt the travel plans of our valued guests," said Diederik Pen, President of WestJet Airlines and Chief Operating Officer, WestJet Group. "Our dedicated Tech Ops teams have travelled from across our network to Calgary and Toronto where they are working around the clock to return our fleet to its full capacity.
“We thank everyone for their patience and support and are committed to doing everything in our power to minimize the impact on our guests and our people.
“Through the proactive issuance of cancellations across the month of August, WestJet will aim to minimize disruption, secure re-accommodation options for those impacted wherever possible, while providing guests with timely communication and options to appropriately manage their own travel in advance,” officials said. “WestJet is currently cancelling an average of 50 flights per day, however (it) anticipates fewer cancellations will be required as aircraft are returned to service in a phased approach.”
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To minimize guest impact wherever possible, WestJet is actively pursuing every avenue including adding additional flights operated by WestJet Encore and partner, Canadian North, to help reduce cancellations. Additionally, WestJet has engaged Boeing and the Aircraft Mechanics Fraternal Association (AMFA), the certified union representing WestJet Aircraft Maintenance Engineers, to secure additional resourcing and expedite aircraft repairs.
Contact Centre wait times and self-serve options
WestJet is currently experiencing very high volumes for phone, email and social media support channels and guest support teams are working diligently to assist as quickly as possible. Robust improvements have been made across digital touchpoints of the travel journey, enabling more self-serve options for guests.
For guests impacted by flight delays, cancellations and changes, please proceed to your WestJet email notification and leverage the unique live chat and self-serve links.
For additional support and instructions on how to best manage travel plans, please visit the Guest Updates page
For non-imminent requests that cannot be self-served, please book a call-back appointment at WestJet.com/contact
