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I purchased a Westjet ticket for a flight from YYC to Washington DC scheduled from February 28th to March 1st, 2024. On February 28th, I encountered a car accident on my way to the airport in my Uber, resulting in my arrival just one hour early instead of the anticipated 75 minutes. Despite encountering minimal queues at both security and check-in, I regrettably missed my flight.
In an attempt to resolve the situation, I contacted Westjet Airlines to explain my circumstances. Regrettably, no viable solution was proposed other than the suggestion to secure alternative tickets. Unfortunately, no same-day options were available, and given the urgency of attending a funeral, punctuality was of utmost importance. Consequently, I had to purchase a one-way ticket of equal value through Air Canada.
During my conversation with a Westjet customer service representative, I was informed that, as a holder of an Econoflex ticket and given the extenuating circumstances, I could utilize my return flight for the journey back home. This information allowed me to plan my trip accordingly. Notably, the agent cautioned that any cancellation of this arrangement would necessitate a two-hour advance notice.
At 4 AM EST in Washington, as I endeavored to check in, I encountered difficulty locating my reservation number within the system. Subsequent to a prolonged hold period exceeding two hours, my query to Westjet revealed that I would need to repurchase the return tickets due to my missed outbound flight to Washington. Despite referencing the prior assurances from a customer service representative, as the details were not reflected in the system, my appeal was disregarded.
Faced with this dilemma and lacking the means to repurchase tickets to return to Canada, I implored Westjet to honor the tickets I rightfully purchased. Following multiple discussions with various managers, I was eventually informed that a nominal fee of 3 cents was necessary to rectify the situation. In compliance, I provided my credit card details. However, upon receipt of the flight ticket, I discovered an unauthorized charge of $417.48, far exceeding the agreed-upon amount.
The cumulative distress of encountering a vehicular accident, unsatisfactory customer service upon arrival, the unforeseen ticket purchase through Air Canada, the funeral proceedings, and the subsequent ticketing issues, culminating in an unexpected charge of $417.48, has been profoundly disheartening. As a holder of an Econoflex ticket, the rationale behind the additional fees remains unclear, particularly when considering the original ticket purchase. While I am committed to ethical practices, the unauthorized deduction of funds without consent raises legal and ethical concerns.ises legal and ethical concerns.
Claimed loss: The $417.48 charged to my credit card, as this fee, supposedly covered by the Econoflex service, was deducted without proper authorization.
Desired outcome: I respectfully request the immediate reimbursement of the $417.48 charged to my credit card, as this fee, supposedly covered by the Econoflex service, was deducted without proper authorization.
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