Canadians vacationing in Puerto Vallarta are feeling abandoned by WestJet after being stranded due to recent cartel violence. Flights in and out of the popular tourist destination were suspended following clashes between cartel members and Mexican government forces, leaving many travellers scrambling for information and assistance.
Lillian Alexus, a resident of Qualicum Beach, B. C., said she was scheduled to fly home on February 22 but has been stuck since violence erupted. According to Alexus, communication from WestJet has been sparse and unhelpful, leaving her to rely on her travel agent, who has spent hours on hold with the airline. "We were in contact with our travel agent and she was on hold with WestJet for like five hours," Alexus stated. While she has booked a flight home for March 3, the lack of information and support from WestJet has been disheartening.
Trent McPhail, a Manitoba resident, along with his wife and two children, also experienced flight cancellations amidst the unrest. McPhail expressed his frustration with WestJet's lack of flexibility and difficulty in contacting the airline to rebook their flights. Despite seeing available seats on direct flights to Winnipeg, McPhail was told the earliest available flight for his family was March 4. He also voiced concerns about potential reimbursement for additional expenses incurred due to the extended stay, stating WestJet's response was a vague "maybe".
WestJet stated that they have resumed flights to and from Puerto Vallarta, and are adding flights to accommodate those looking to return. Julia Kaiser, a WestJet media relations advisor, said that the airline has scheduled 12 additional flights and is exploring options to add more depending on demand. However, some travellers say they feel the airline has not prioritized them.
