A B.C. Supreme Court judge has prohibited WestJet from informing travellers that their reimbursement for meals and accommodations due to flight cancellations is capped. The ruling asserts that passengers would be harmed if WestJet continued this practice. The airline previously stated a fixed dollar limit on repayment amounts, but has since removed the policy from its website, claiming to consider reasonable requests for expenses incurred due to delays or cancellations within its control. The injunction precedes a broader court hearing next year to determine if WestJet evaluates each passenger claim individually and if its previous communication regarding reimbursement was deceptive.
Passengers are seen in the WestJet check-in area at Pearson International Airport, in Toronto, Saturday, June 29, 2024. THE CANADIAN PRESS/Christopher Katsarov
Until last summer, travellers forced to find a hotel room or restaurant due to a cancelled flight were told the airline would reimburse them up to $150 per night for accommodations — $200 if abroad — and $45 per day for food.The Calgary-based airline has said it took down the post from its website in August and replaced it with rules that impose no ceiling for costs incurred due to a delay or cancellation within the carrier’s control.
The trial will also examine whether the company’s communication around repayment was “deceptive,” wrote judge John Gibb-Carsley on Friday. “The fact that it came to this point that we have to go to a judge of the Supreme Court of the province just to get a confirmation of what is in the law is a very, very troubling state of affairs,” Lukacs said in an interview.
Customers must also be granted “food and drink in reasonable quantities” for disruptions of more than two hours, the Air Passenger Protection Regulations state.
AIRLINES PASSENGER RIGHTS WESTJET FLIGHT CANCELLATIONS REIMBURSEMENT
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