WestJet is cancelling an average of 50 flights per day following Calgary’s hailstorm earlier this month, but is reassuring travellers that fewer cancellations can be expected as aircraft return to service in a phased approach.

The storm on August 5 caused parts of Calgary International Airport’s domestic terminal building to close and led to WestJet grounding 16 planes, or 10% of its fleet, for substantial repairs and inspections.

The airline announced yesterday, August 14, that it will continue issuing cancellations for the foreseeable future as it works to safely return all 16 impacted aircraft to service. A comprehensive assessment of the damage determined that sourcing specialized equipment and materials and completing repairs and inspections will take several weeks.

“We share in Canadians’ frustration for the unpredictable nature of this summer travel season and are incredibly disappointed that the compounding impacts of last week’s hailstorm continue to disrupt the travel plans of our valued guests,” said Diederik Pen, President of WestJet Airlines and Chief Operating Officer, WestJet Group. 

“Our dedicated Tech Ops teams have travelled from across our network to Calgary and Toronto where they are working around the clock to return our fleet to its full capacity. We thank everyone for their patience and support and are committed to doing everything in our power to minimize the impact on our guests and our people,” he added.

WestJet is issuing “proactive cancellations” across the month of August. To minimize guest impact wherever possible and help reduce cancellations, the airline is adding additional flights operated by WestJet Encore and partner Canadian North. In addition, WestJet has engaged Boeing and the Aircraft Mechanics Fraternal Association (AMFA), the certified union representing WestJet Aircraft Maintenance Engineers, to secure additional resourcing and expedite aircraft repairs.

Contact Centre and Self-Serve Options

WestJet is currently experiencing very high volumes for phone, email and social media support channels as a result of these cancellations. Improvements have been made across digital touchpoints, allowing more self-serve options for passengers:

• Guests impacted by flight delays, cancellations and changes can refer to their WestJet email notification to utilize live chat and self-serve links.
• For additional support and instructions on how to manage travel plans, go to WestJet’s Guest Updates page
• For non-imminent requests that cannot be self-served, passengers can book a call-back appointment at WestJet.com/contact

Source: Travelweek