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Some passengers who flew from Regina to Mexico are feeling disappointed and frustrated with WestJet after the majority of their baggage didn’t arrive with their flight.
Leslie Gosselin and her family boarded the Jan. 3 direct flight to Puerto Vallarta for a birthday celebration.
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But now, the birthday girl might not be able to see — since her contact lenses were packed in her missing luggage.
“She’s got visibility issues and she’s lost one contact already,” Gosselin said. “She’s missing her contacts and can’t see.”
Gosselin said her concerns began when she heard murmurings from other passengers of baggage being unloaded from the plane before its departure from Regina.
When arriving at Puerto Vallarta, Gosselin said there was confusion among about 160 passengers when only 30 bags where put onto the baggage carousel.
After about an hour, Gosselin was informed by a worker that the majority of passengers’ luggage didn’t arrive with their flight.
“My issue here is there’s no way WestJet would have not known that all that luggage did not get on the plane,” Gosselin said.
“Why was somebody not at the carousel waiting for us to tell us this problem and then tell us how it was going to get resolved?”
WestJet said two Regina flights to Puerto Vallarta experienced baggage issues due to a large volume of passengers, weight, and runway issues. (The Canadian Press file photo)
Gosselin said missing baggage claims were filed for three of the five suitcases in her party but the communication from the airline has been sparse.
“To this day, none of us have received any communication from WestJet about our luggage, which just doesn’t seem very acceptable to me,” she said.
Former Regina Mayor Pat Fiacco took the same flight to Puerto Vallarta, and said he’s still waiting his family’s bags to arrive after filing claims.
“We have not received any correspondence from WestJet whatsoever,” he said. “We have no idea when our luggage is going to arrive.”
Fiacco expressed his sympathy for passengers who may have items needed urgently, like medication.
Gosselin said its been stressful and expensive trying to find replacement clothes and swimsuits, paying cab fares to get to stores.
“It’s definitely put a damper on the holiday,” she said.
Fiacco said his family has visited Costco to purchase some shirts and shorts for the time being.
WestJet said flights from Regina to Puerto Vallarta on Jan. 1 and Jan. 3 both experienced baggage issues due to “volume of luggage, maximum weight and runway conditions.”
“The luggage is currently being routed to Puerto Vallarta,” read the statement. “We sincerely apologize to guests for this inconvenience.”
Fiacco said families save up to pay thousands to go on a vacation and this situation was an example of “very poor customer service.”
“I think there ought to be a mechanism in place that allows these passengers to ensure that these airlines are accountable for their service,” he said.
Gosselin agreed.
“Why is WestJet not saying anything and not taking care of their customers?” she said.
WestJet didn’t specify when the luggage would arrive.
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