WestJet pays double compensation to passengers in error

While passengers often gripe about being shortchanged by airlines on compensation they receive for a cancelled flight or lengthy delay, one family received twice the usual payment from WestJet.

Accidental double payment to English father and son to make up for 4-hour flight delay

Kyle Bakx · CBC News · Posted: Aug 23, 2016 9:00 AM EDT | Last Updated: August 23, 2016

WestJet has experienced many flight delays and cancellations since expanding into Europe, which somehow resulted in a few passengers receiving twice the compensation. (Darryl Dyck/Canadian Press)

While passengers often gripe about being shortchanged by airlines after a cancelled or delayed flight, one family had the rare experience of being paid too much.

Their question was whether or not to keep the money.

Stuart Border and his son's two-week vacation got off to a rough start as their WestJet flight from London, England, to Calgary was delayed by about 4½ hours because of issues with refuelling and taxiing to the runway. They were going to complain to the airline while visiting with family in Calgary, but were alerted two days after their arrival that WestJet would provide compensation for the disruption.

Someone along the line made a mistake and we had two cheques.- Stuart Border, WestJet passenger

"In the U.K., most airlines you have to chase them to get any money out of them. So we were pleasantly surprised how quickly they offered compensation," said Border.

They had the option of being paid in Canadian dollars, U.S. dollars, or Euros. Within a month, they each received a cheque in the mail for about $670 US. A week later, they unexpectedly received a second payment from WestJet for the same amount.

Tony and Stuart Border received double compensation after a long delay with their flight to Calgary from the U.K. (Submitted by Peter Border)

"We got another cheque. In their haste to get us compensation, someone along the line made a mistake and we had two cheques," said Border.

He and his son faced the decision of what to do next — return the money or cash the additional cheque. Border didn't hesitate to contact WestJet and report the error. He never contemplated keeping the money.

"I'm not that kind of person. My philosophy is if you make money that is not yours, you can guarantee you'll have to spend a fair amount of money if something breaks," he said. "Honesty is the best policy."

Peter Border played host to his dad Stuart and brother Tony in Calgary. (Submitted by Peter Border)

London problems

WestJet admits it did indeed make a mistake and it's aware of two cases of double compensation for flights out of Europe.

WestJet's venture into offering transatlantic flights has been a turbulent ride for the Calgary-based airline as delays and cancelled flights have meant a steep passenger compensation bill.

CEO Gregg Saretsky has called the route a "hobbled operation" because the used aircraft "have been giving us lots of grief, lots of mechanical problems."

WestJet's CEO describes the challenges with the Europe flights (WestJet Youtube)

8 years ago

2:16

Gregg Saretsky faces a challenge as delays and cancellations are plaguing the airline's routes to London, England.

While the hassle of WestJet's London route disruptions may have driven away some passengers, Border was impressed by the airline's reaction.

"We were both really surprised how quick WestJet got together the compensation, bearing in mind the plane was half empty, so it must have cost them a lot of money to fly the plane and pay people back for the inconvenience," said Border. "We've both been very impressed by WestJet and will fly them again."

At the airline's suggestion, Border and his son destroyed the bonus cheques from WestJet.