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CHARLOTTETOWN, P.E.I. - WestJet has publicly apologized to a Charlottetown customer following what the airline described as an “unfortunate situation” that ultimately led to the cancellation of a seven-day vacation in Cuba.
However, Charlottetown resident Mike Bradley says he is still waiting for someone from the airline to reach out to him directly.
The statement came after Bradley went public with his incident, where he said an eight-hour delay from mechanical issues led to the cancelled vacation and left him short $900 worth of non-refundable Air Miles and about $800 in associated costs. A Facebook post by Bradley on Sunday detailing the incident received more than 200 shares.
In a statement provided to the Guardian Tuesday, the airline said it will also be working to bring the situation to a “satisfactory closure.”
“We sincerely apologize to these guests for this situation and understand how disappointed they must be. We have reached out directly to this guest to offer an apology and to help bring satisfactory closure to this unfortunate situation,” said WestJet public relations adviser Morgan Bell.
The statement did not provide details about how WestJet would bring the situation to closure.
“They haven’t personally messaged me anything yet. Other than saying they’re going to contact me, they have not contacted me yet.”
Bell said because the issue is a matter of privacy, the airline will continue to work directly with its guests.
Bradley and his girlfriend’s Saturday morning flight from Moncton to Toronto was delayed by about eight hours due to a mechanical issue, which led to the two missing a connecting flight to Cuba.
Bradley said hours of being on the phone with WestJet Vacations, as well as speaking with WestJet agents at both Moncton and Toronto airports, provided little help.
Ultimately, the two were flown back to Moncton and offered a refund for the vacation package.
Bell said when a missed connection occurs due to a mechanical issue at a point of departure, WestJet works with WestJet Vacations guests and makes every effort to accommodate them with alternative options including continuing with travel, refund, change of dates or a change of destination.
“We understand that guests have different flexibility and personal situations that although not ideal, cancellation is sometimes the best option. In this situation a full refund is provided,” said Bell.
Bradley said while he would appreciate an apology, he disputed part of the airline's statement.
He said the two options WestJet provided, other than a refund, both included him paying out of pocket for an extra night in a hotel. From there, they could either go on a five-day vacation at a different resort or pay about $1,000 for the original seven-day vacation.
“They did offer things that involved me paying out of pocket. If I didn’t have to pay another $1,000, I would have went on the seven-day trip in a second. Even if I went on the five-day trip, I would still have had to pay for a hotel out of pocket,” Bradley said Tuesday afternoon. “They haven’t personally messaged me anything yet. Other than saying they’re going to contact me, they have not contacted me yet.”