WestJet under scrutiny after passengers denied compensation for cancelled flights

WestJet is facing allegations that it used aircraft swaps to avoid paying compensation to passengers for delayed or cancelled flights.

According to reports, some passengers were denied compensation of up to $1,000 after flights were cancelled due to “unscheduled maintenance required for safety” following last-minute aircraft changes.

Flight records reviewed by CBC News reportedly showed that WestJet replaced originally scheduled aircraft with planes that had previously been grounded before cancelling the flights shortly afterwards.

Dozens of passengers have since reported similar experiences, raising questions about whether the airline used maintenance-related exemptions to avoid compensation obligations under Canada’s air passenger protection rules.

The Canadian Transportation Agency is now investigating the allegations. The regulator had previously ruled against WestJet in a similar case in 2022.

In a statement to CBC Go Public, WestJet said aircraft swaps are sometimes necessary to minimise “disruption for the greatest number of guests overall.”

Under Canadian air passenger protection regulations, airlines may avoid compensation payments if delays or cancellations are caused by safety-related maintenance issues outside their direct control.