✅ Trip Verified
| Ft Lauderdale to Toronto. I believe that WestJet needs to be taken to task for their inadequate service for disabled passengers in wheelchairs. On 28th March, my wife who requires a wheelchair, arrived at Toronto Pearson Airport, WestJet Flight 1221 at 5.30 pm and disembarked from the airplane. After a wait, a wheelchair was provided for her (as well as for about 25 other wheelchair passengers) She and other passengers were left in the airport corridors in the wheelchairs for approximately two and a half hours before getting to the customs and immigration departments. There were insufficient wheelchair pushers. WestJet staff were unable to provide more staff this purpose. The disabled passengers, including my wife, were left in the corridors waiting for the golf carts, which were few and far between, and for wheelchair pushers. They were not provided with food or water, and were unable to use toilet facilities. WestJet staff were unwilling/unable to provide the services needed. I asked for the telephone numbers of WestJet Customer Service, and I spoke to an agent. She said she was unable to help. Nor did she have a number to call for me to report the matter to WestJet at the airport or to Toronto Pearson Airport to get help. A day later, I wrote to WestJet. In response to this letter, WestJet wrote me a letter. The salient features are as follows: They offered their apologies. Said they were saddened, surprised, especially as we did not receive their usually excellent, amazing service. They could imagine how upsetting it was for us and they were concerned that we did not receive the requested wheelchair assistance in Toronto. They agreed the service we received was unacceptable. They thanked me for bringing this matter to their attention, they would strive to do better in future…I could contact them with any concerns. I thought that compensation should be provided. In a subsequent email, WestJet offered $200 WestJet Rewards Dollars. I replied that I felt this was entirely inadequate. I asked an Air Canada “wheelchair pusher “ for help. He said WestJet had to provide the wheelchair pushers Eventually I had to leave my wife in the corridor. I walked to Customs and Immigration, placing my bags unattended in the Customs Hall, (which one must not do at an Airport) in order to return, unencumbered by the bags, walking back to my wife, and then push her wheelchair through Customs and Immigration ( which I managed with great difficulty) so that we could pass through Customs and Immigration together.