International business travel is bad enough!   Combine that with an airline that just doesn’t seem to care about customers and consistently applies policy inconsistently and I had a week of travel nightmares on WestJet.   This Canadian airline – that models itself after Southwest Airlines, in the US has an awful lot to learn about customer service and perhaps they need to take some additional looks at what and how Southwest functions because I will NOT be traveling with them again.

Let’s start with the outbound flight  I was traveling from my home, through Seattle to Vancouver BC on Alaska Air.  Once I got to Vancouver I had to change to West Jet.  Just like Southwest, there is no “codesharing” so once you get to Vancouver not only do you have to go through all of the hassle of Vancouver immigration (I will post a blog entry about that as well.) but you then have to go out to the ticket counter and re-check-in and GOD FORBID you don’t have your WestJet confirmation number.   I tried using their Kiosk with the credit card that I purchased the ticket with and it was unable to find my reservation.   Since I didn’t have the confirmation I had to find an agent who couldn’t look it up.   After multiple failed attempts I finally found someone that could issue me a boarding pass for my connecting flight.

When we get to Calgary – the flight was from Vancouver to Calgary and then Calgary to Regina, SK – we were informed that our outbound flight was going to be delayed due to mechanical problems.   Apparently there was a crack in the windshield.   The staff at the Calgary airport were very unorganized and they really did not keep the passengers informed of what was going on.   Since I knew there was another flight and I had all of my bags I just went to the new ticket counter and asked that agent if I could get on that flight.   They were going to charge me to make the change.  Turns out most of those that were on the original flight heading to Regina ended up on this new flight anyway.   We were delayed but it wasn’t too bad and I’d rather fly in a safe plane than one with potential mechanical problems.

Once our new flight was loaded we didn’t seem to go anywhere.  We waited and waited and finally we were told that we were waiting for other passengers that were on another flight that was delayed.  After waiting nearly 45 minutes on this plane we loaded maybe 6 or 7 passengers and then we were allowed to leave.   Now mind you I don’t have a problem waiting for people if we know they are coming.  I only bring this up as a point of reference for my return flight where they consistently were inconsistent in their application of policy.

My return was originally scheduled for a Saturday.   My business finished early so I had my travel office arrange for a Friday morning departure.  After paying the change fees and additional airfare I was good to go.   Entirely my own fault I was late getting out of the hotel in the morning and I arrived at the airport 30 minutes before departure.  I waited in the check-in line and when it was my turn I was within 20 minutes of departure.   Now in a large airport there would be absolutely no way you could make the flight.  In Regina, SK this is just not the case.   I wasn’t checking bags and their security line is virtually non-existent.    The check-in agent called the gate and the woman at the gate indicated that they would not hold for me and that I would have to make other arrangements.  As I argued with the agent about there being plenty of time, and she knew that I was there and I was on my way to the gate, etc. I ultimately had no choice but to finally pay another fee for them to get me out on a flight that was later that evening with no guarantee of connections in Vancouver, and since they don’t “codeshare” with anyone there was no way of them knowing if I could make any kind of connection on a different airline to get me back to Seattle.

I proceeded through security, and then to the gate area where I watched the gate agent load the last couple of passengers for the flight that I was supposed to be on.  I again questioned her about it and she said it was a judgement call and she didn’t think I could get through security in time for her to have an on time departure.   I was livid at that point.   Went back out through security back to the ticket counter, explained what had just happened and asked for a refund.  Of course no refunds are offered because I was “late”.   I canceled my reservation on the later flight that I had that day on WestJet and walked to the Air Canada counter next door and booked a ticket to Vancouver 1 hour later which still let me connect to my other airline and make it home.

Long story short… WestJet is NOT the airline for business travelers that will frequently make changes to their itineraries or expect at least a basic level of customer service.   The gate and ticket counter agents are rude, and for the most part unhelpful.   In this day and age of struggling airlines, customer service should be king and it is the airline that treats their customers well that is going to survive the shakedown.  Sure something can be said for price of tickets but I believe the ones that are going to survive are the ones that are competitive in price but at least friendly and courteous to their passengers.   I’m not a piece of meat to throw into a seat.  Bad move WestJet.  I will NEVER fly your airline again even if you are hundreds of dollars cheaper than the closest competition.  It’s not worth it to me!!!

Is the rule supposed to be liquids and gels?  Where do pastes fit into the mix?  When I’m not in a hurry I will keep a tube of toothpaste or a deodorant in my carry-on bag… about 50% of the time I am stopped and my bag is searched and I am told that I can’t bring a paste through security.  You can check out what is permitted at the TSA website.

I also always carry a computer through security.  We all know that our computer has to be out of the bag and scanned with no additional articles.  Again about 1/2 the time I am also asked to put my external CD/Floppy drive into a bin for scanning.  Apparently at these airports that device is considered to be in the same category as a video camera or a DVD player.  I guess the rest of the time it doesn’t matter.

At many airports on the initial screening (when they check your ID and boarding pass) I simply show them my boarding pass and id and I am pushed through.  Other airports the screener is writing stuff on my boarding pass.  I can only assume that the boarding pass marks are to keep people from bringing their 3 ounces of gel through screening, then leaving and bringing 3 more ounces and leaving, etc…

Other things I’ve noticed… 

• Very different procedures / processes for doing a manual check.  I’ve only had my “zipper cleared” in one airport.
• Settings on the metal detectors vary from airport to airport and within airports.  I’ve learned at my local airport which are more sensitive and will require me to take off my belt and which ones will not sound if I leave my belt on.
• Jackets and sweatshirts – some airports make you take them off, others will let you keep them on.
• Do they want my boarding pass AND id after I go through the metal detector?  Some yes on both, others yes on just the boarding pass.
• Corkscrew… I’ve had one in my computer bag for months… On my last trip an airport screener asked me to check it or surrender it.  You can take scissors as long as the blade is no longer than 4 inches…
• Sports Equipment… you can’t take a hockey stick on a plane but a cane or an umbrella are allowed.  Go figure!

Have you found consistent inconsistencies?