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On Sunday Sept 24, 2023, we were to fly from Toronto to Vancouver to Comox BC on a flight leaving toronto at 12pm noon. Saturday evening I got an email that due to crew availability our flight was changed. My husband was rerouted through Calgary to Comox, leaving at 1:30pm scheduled to arrive at Comox at 7:30pm. I was changed to a flight leaving at 14:40 to Vancouver, scheduled to arrive at Comox at 2:30 Sept 26, with a total travel time of 26hrs and 30 minutes. See insert Toronto to Vancouver – WS 711
Sep 24, 2:40 PM–Sep 25, 2:10 PM
Take-off
Sep 24, 2:40 PM
Landing
Sep 25, 2:10 PM
Flight duration
26 hr, 30 min
Confirmation number.
There was no offer of accommodation, no explanation why we had been spilt up or why my flight was going to be so long. When I called the customer service number, I spoke to someone who had a very heavy accent and I could not understand what she said. She also spoke very very fast and I had to tell her to slow down several times. After explaining to her that this was not acceptable, I eventually was able to get a seat on the same flight as my husband going through Calgary, but I had to pay an upgrade fee of about 600 dollars. She said this was to become flex economy I believe. So apparently there were seats available on the same flight as my husband's but they CHOSE to separate us so my family would have to travel to COMOX twice to pick us up. Then when this customer service person booked our return trip, she did not put in our sex, so I was not able to do online check in, unable to choose our seats. Very poor customer service. If West Jet wishes to be considered a top airline, you need to do better to make sure that people who obviously are traveling together as they bought their tickets together stay together.
Desired outcome: I expect repayment of my grade fee I was charged and reimbursement due to length of delay for my first rerouted flight
