A message to guests from WestJet Chief Operating Officer, Diederik Pen

To our valued guests,

This past week, we had a technology failure, and travel plans were impacted. The disruption of more than 400 flights caused a frustrating ripple effect across our operations. In the days that followed, many cancellations were only further compounded by winter weather.

Our ability to respond and reaccommodate was not up to the WestJet standards we know you expect. We let many of you down, and I am extremely sorry.

While we believe everyone impacted by the outage has now been accommodated, if you still have outstanding questions or concerns information is available here on our website. It is our responsibility to respect and honour the passenger rights obligations to our guests, which we will continue to do for disruptions that are within our control.  

We have never experienced a service failure of this magnitude and I want to assure you we are taking every corrective measure and action to ensure it does not happen again. I want to thank our 10,000 WestJetters across our network, who are committed to delivering the experience you've come to expect from us. We know how important your travel plans are, and we'll do everything we can to earn back your confidence. 

Sincerely,

Diederik Pen
Executive Vice-President & Chief Operating Officer