[Dylann]

We took a WestJet vacation package in Sint Maarten January 12-19, 2012. There were problems with the hotel (see Sonesta Maho Beach) and also with the return WestJet flight 2653 which was to depart Princess Juliana International Airport at 4:25 PM on January 19/12. We had confirmed our return flights and printed our boarding passes at the hotel on January 18/12. No indication on their website of any problem. When we checked our luggage at the WestJet airport counter on January 19/12 their agents did not indicate there was any problem with flight 2653 which was to depart from Gate A4. At no time was there any announcement in the airport other than WestJet 2653 would board from Gate C4 because a US Air plane remained parked at Gate A4. We were bused out to our plane which was parked at the farthest point from the terminal building. As we were preparing for takeoff, cabin crew told us they were unable to refuel in Sint Maarten and would have to divert to San Juan, Puerto Rico, before returning to Toronto. This would add two hours in cramped seating on top of our ‘normal’ four hour return flight time. We would also miss our connecting flight in Toronto. Nice.

Confirming electronically in advance at the hotel is not enough. WestJet’s abysmal customer communications means we must vacation with a SmartPhone or iPad to keep up with their complications. Since they negotiated landing rights in Sint Maarten they must also have a re-fueling contract. What is it worth? Nothing! Could WestJet not have left a message on their website? Could their airport counter agents not have informed us of the refueling screw-up? Could their gate boarding staff not have told us? And no amount of joking by WestJet cabin crew overcame passenger irritation.

According to local residents on this flight, it is common knowledge in the aviation community that Sint Maarten jet fuel brought in by sea is sold first to private planes and then to commercial carriers. Why don’t WestJet agents know this and plan accordingly? Why don’t they fully fuel their planes in Toronto for a round trip? Is it because fuel is cheaper in Sint Maarten than in Toronto? We will never know because WestJet will not disclose this information and Transport Canada says this is outside their jurisdiction. Another passenger informed us that in November 2011 parts of the island were without electricity for three days because the Sint Maarten authorities diverted diesel fuel for the generators to cruise ships in port. Where is WestJet’s on-the-ground intelligence and strategic planning? No where, that’s where.

Flight 2653 was refueled at the American Airlines depot at the vacant rear of the Puerto Rico airport as we all sat in the plane. One spark and everybody on board would be fried sardines in a can. Then, to top it all off, after we were airborne from Luis Munoz Marin Airport, WestJet cabin crew had another surprise. They informed us they were running out of potable water on board and had not been able to re-stock in Puerto Rico so could we drink something else like juice or soft drinks. How could they run out of a basic like water? A triple scotch would have been welcome at this point.

After WestJet’s diversion for fuel (but not water) their flight 2653 touched down in Toronto at 9:55 PM on January 19/12. Our connecting flight 684 to Ottawa was to depart Toronto at 10:20 PM. There was no way to get our baggage, clear customs and immigration, put our bags on the conveyor and get ourselves to the departure gate. Before disembarking, we were told a WestJet representative would be available at the gate to help ongoing passengers. At the gate when we landed stood a man in a fluorescent green and yellow vest like airport maintenance workers wear. There was nothing to identify him as a WestJet employee although he later informed me he had “WestJet” written on his back. Well, I get off planes face first and I do not circle around behind people to read their rears. WestJet needs to clearly identify their representatives on their fronts. Give them a sign. Do something.

Next, the WestJet gate escalator to the upper level of Pearson International Airport was not working. Finally, locating an elevator, walking half a kilometre to customs, immigration and baggage, we got a luggage cart plus a wheelchair for my companion who is diabetic, has chronic edema and a knee replacement and rolled off to the Sheraton for a short night in room 307. It was well past 11:00 PM but for some unknown reason WestJet staff presented us with lunch and breakfast vouchers. Sheraton staff converted them to dinner vouchers. We got up at 5:00 AM to catch the 7:00 AM WestJet flight 466 to Ottawa on January 20/12. It was the end of a flight from hell.

WestJet needs to carry enough fuel for a return flight to Canada if necessary . They need to stock up on in-flight water too, either in bulk or in bottles. In short, they need to do much better than they did on this Sint Maarten trip. WestJet needs to stop cutting corners and shifting the onus onto customers to deal with their operational errors. Naturally, according to the passenger terms and conditions of WestJet’s vacation packages, they are blameless no matter what the circumstances. When booking with WestJet ask how many times the carrier has been unable to refuel for a return flight. Do not accept “this never happens” as an answer. It happened in Sint Maarten.

[A320FAN]

Originally Posted by Dylann

We took a WestJet vacation package in Sint Maarten January 12-19, 2012. There were problems with the hotel (see Sonesta Maho Beach) and also with the return WestJet flight 2653 which was to depart Princess Juliana International Airport at 4:25 PM on January 19/12. We had confirmed our return flights and printed our boarding passes at the hotel on January 18/12. No indication on their website of any problem. When we checked our luggage at the WestJet airport counter on January 19/12 their agents did not indicate there was any problem with flight 2653 which was to depart from Gate A4. At no time was there any announcement in the airport other than WestJet 2653 would board from Gate C4 because a US Air plane remained parked at Gate A4. We were bused out to our plane which was parked at the farthest point from the terminal building. As we were preparing for takeoff, cabin crew told us they were unable to refuel in Sint Maarten and would have to divert to San Juan, Puerto Rico, before returning to Toronto. This would add two hours in cramped seating on top of our ‘normal’ four hour return flight time. We would also miss our connecting flight in Toronto. Nice.

Confirming electronically in advance at the hotel is not enough. WestJet’s abysmal customer communications means we must vacation with a SmartPhone or iPad to keep up with their complications. Since they negotiated landing rights in Sint Maarten they must also have a re-fueling contract. What is it worth? Nothing! Could WestJet not have left a message on their website? Could their airport counter agents not have informed us of the refueling screw-up? Could their gate boarding staff not have told us? And no amount of joking by WestJet cabin crew overcame passenger irritation.

According to local residents on this flight, it is common knowledge in the aviation community that Sint Maarten jet fuel brought in by sea is sold first to private planes and then to commercial carriers. Why don’t WestJet agents know this and plan accordingly? Why don’t they fully fuel their planes in Toronto for a round trip? Is it because fuel is cheaper in Sint Maarten than in Toronto? We will never know because WestJet will not disclose this information and Transport Canada says this is outside their jurisdiction. Another passenger informed us that in November 2011 parts of the island were without electricity for three days because the Sint Maarten authorities diverted diesel fuel for the generators to cruise ships in port. Where is WestJet’s on-the-ground intelligence and strategic planning? No where, that’s where.

Flight 2653 was refueled at the American Airlines depot at the vacant rear of the Puerto Rico airport as we all sat in the plane. One spark and everybody on board would be fried sardines in a can. Then, to top it all off, after we were airborne from Luis Munoz Marin Airport, WestJet cabin crew had another surprise. They informed us they were running out of potable water on board and had not been able to re-stock in Puerto Rico so could we drink something else like juice or soft drinks. How could they run out of a basic like water? A triple scotch would have been welcome at this point.

After WestJet’s diversion for fuel (but not water) their flight 2653 touched down in Toronto at 9:55 PM on January 19/12. Our connecting flight 684 to Ottawa was to depart Toronto at 10:20 PM. There was no way to get our baggage, clear customs and immigration, put our bags on the conveyor and get ourselves to the departure gate. Before disembarking, we were told a WestJet representative would be available at the gate to help ongoing passengers. At the gate when we landed stood a man in a fluorescent green and yellow vest like airport maintenance workers wear. There was nothing to identify him as a WestJet employee although he later informed me he had “WestJet” written on his back. Well, I get off planes face first and I do not circle around behind people to read their rears. WestJet needs to clearly identify their representatives on their fronts. Give them a sign. Do something.

Next, the WestJet gate escalator to the upper level of Pearson International Airport was not working. Finally, locating an elevator, walking half a kilometre to customs, immigration and baggage, we got a luggage cart plus a wheelchair for my companion who is diabetic, has chronic edema and a knee replacement and rolled off to the Sheraton for a short night in room 307. It was well past 11:00 PM but for some unknown reason WestJet staff presented us with lunch and breakfast vouchers. Sheraton staff converted them to dinner vouchers. We got up at 5:00 AM to catch the 7:00 AM WestJet flight 466 to Ottawa on January 20/12. It was the end of a flight from hell.

WestJet needs to carry enough fuel for a return flight to Canada if necessary . They need to stock up on in-flight water too, either in bulk or in bottles. In short, they need to do much better than they did on this Sint Maarten trip. WestJet needs to stop cutting corners and shifting the onus onto customers to deal with their operational errors. Naturally, according to the passenger terms and conditions of WestJet’s vacation packages, they are blameless no matter what the circumstances. When booking with WestJet ask how many times the carrier has been unable to refuel for a return flight. Do not accept “this never happens” as an answer. It happened in Sint Maarten.

As far as fueling an aircraft for a 3 1/2 hour to 4 hour round trip is not possible. Keep in mind that while you are sitting on the ground waiting for the aircraft to push back, the pilots are prior to any departure are weighing the aircraft.Every flight goes through a weight and balance calculation whch is luggale at ex amt of lbs + passengers at ex amt of lbs + a Zero fuel weight at ex amt of lbs + fuel to get to the destionation at ex amt of lbs and that tells the pilot whether or not the aircraft can be operated safely.
now if the aircraft is too heavy, the aircraft has to loose the extra weight.
As far as the staff for Westjet they are contract. There may have been a fuel shortage going on which does happen from time to time (not often but it does happen). I highly doubt that bizjets are given a higher priority over commerical flights.