If you travel in Canada during the late fall or winter months, you know there’s a chance of something going wrong. And eventually, you’ll encounter an adverse situation that might derail your plans.
Last week we might have seen a record number of people in Canada experiencing travel challenges.
I was supposed to be landing in Abbotsford, B.C., on Dec. 23, just in time for supper, visiting with family and a good home-brewed beer.
You can imagine what happened.
In the early hours of Dec. 23, I received the notification from WestJet, saying there had been a change to my flight itinerary. My late morning flight from Regina to Calgary was on. The subsequent one from Calgary to Abbotsford? Not so much. Cancelled. Utterly predictable.
Upon arriving at the Regina Airport, I was directed to the priority area. I was told that the next available flight would be at 6 p.m. on Boxing Day. Following a series of questions from me that this person had likely heard countless times that morning, I agreed to the 6 p.m. flight. Then I was told the 6 p.m. flight was out, and the next available flight was at 11:30 p.m. on Boxing Day. I was also informed I wa one of 40,000 people in Canada in this situation. I don’t know if he was exaggerating, but 40,000 didn’t seem like a stretch, given all the travel issues in B.C., Ontario and Quebec that day, and the issues from B.C. earlier in the week.
Dec. 19 was to be the busiest travel day of the year in B.C. airports. That was the day of the first storm. Dec. 23 – the day of the second storm – would likely be close behind. B.C. apparently had two years worth of snow in a few days.
So that was it. Not only would I not be in B.C. for Christmas Day, I would likely miss the big family supper on Boxing Day.
But at least I could get to Calgary. At least I had a flight to Abbotsford on Boxing Day in case we couldn’t find something better. At least I wouldn’t have to go through the re-accommodation process any further. (Upon arrival at Calgary, I was told WestJet wasn’t rescheduling any more flights that day).
After my departure from Regina, dad started looking at a number of options, and was able to book me a seat on a bus through Rider Express that would leave at 10 p.m. on Christmas Day and arrive in Abbotsford at 9 a.m. on Boxing Day. So, I would be in B.C. in time for the family supper.
The bus journey was fine, other than I can’t sleep on moving vehicles, so I think I had about 60-90 minutes of sleep on the bus. But I was in B.C.
(Note: I was not aboard the bus that crashed in south-central B.C. Apparently my folks had a few messages from concerned friends, asking about my status).
And I have family in Calgary. Family I hadn’t seen in a long time, but they opened their doors to me, and provided me a warm bed to sleep in and people to visit with on Dec. 24 and 25.
Despite the challenges, I consider myself fortunate. I was able to get out of Regina on Dec. 23, rather than having to wait for Dec. 26 or Dec. 27 to fly out. A lot of people had flights from Regina that were cancelled last week due to the trickle-down effects of the bad weather.
And at least I had family in Calgary to visit who welcomed me into their Christmas activities. I didn’t have to spend Dec. 24 and 25 in a hotel.
I don’t fault WestJet and other airlines for what happened. They ran into a situation that might have been unprecedented.
It’s been frustrating trying to reach out to them. I still have matters that need to be addressed. But they’re trying to accommodate the needs of tens of thousands of people.
What could be done differently? Bring more people to work in their call centre? You’re going to force them to come in from Dec. 24-26. Add more flights to clear up the backlog? Again, you’ll force them to abandon family and plans on Dec. 24-26. It’s been frustrating, but your expectations have to be realistic.
My frustration would likely be greatest with those who were verbally abusive to WestJet customer service agents who have no control over the weather, or with those who cheered the snow because they would get to have their white Christmas, while thousands had to spend Christmas alone in hotels due to the snow.
So yes, it was an adventure. It was frustrating at times, but the biggest issue was the uncertainty.
Hopefully if I’m back in B.C. for Christmas next year, the travel goes a little more smoothly, and the foul weather hits at a more opportune time.
