An Ontario family's much-anticipated trip to Costa Rica turned into a harrowing experience when their return WestJet flight was delayed under distressing circumstances. Nathan Wombwell and his sister Bethany Brubacher traveled with a group of 12 family members, including four young children, eager to wrap up their vacation with memories—only to be met with frustration and chaos on their journey home.

“We had amazing moments—soaking up the sun at the beach and making a splash in the pool,” Wombwell reminisced about their time in paradise. But the return flight quickly soured their upbeat memories.

“It felt like a nightmare, the kind of experience you wouldn’t wish on anyone. I can’t believe how paying customers were treated like this,” lamented Brubacher, describing the ordeal as “horrific.”

After boarding their flight from Liberia, Costa Rica to Toronto, the family was abruptly informed of a customs issue involving a flight attendant, forcing passengers to remain seated. “Are you kidding me? Four hours sitting here and my son’s losing it—I’m walking him up and down the aisle,” Wombwell recalled.

What should have been a straightforward flight spiraled out of control as the family waited on the tarmac for an agonizing five hours. Finally, they were told their flight was canceled because WestJet staff had exceeded their legally mandated work hours. In despair, the family was instructed to return to the airport, expecting to find solutions with WestJet representatives.

Upon their return, the situation deteriorated further. “There’s no sign of WestJet anywhere. No counters, no uniforms, nothing!” Brubacher exclaimed. With no direction and chaos reigning, the family, along with about 100 other stranded passengers, faced a long, bewildering night at the airport. They managed to convince security to keep the airport open past midnight, as they had nowhere else to go.

Fortunately, Wombwell’s family found a somewhat unsafe hotel nearby, offering a place to rest but little comfort. “We were indeed lucky to find any place, but it was sketchy to say the least,” he mentioned, highlighting the danger of the entire situation.

After a challenging night filled with uncertainty, the family spent thousands to reschedule their flight the next day. WestJet later issued a statement apologizing for the inconvenience caused to passengers on flight WS2171, acknowledging the delays as linked to customs and runway issues.

However, the apology felt insincere to Brubacher, “Saying ‘I’m sorry for your inconvenience’ feels patronizing—it just doesn’t cut it,” she said. The family is now not only seeking a genuine acknowledgment of their ordeal but also awaiting reimbursement for the unexpectedly large costs incurred. As of now, it remains uncertain how long this process will take or if they will receive any compensation at all.

Travelers are reminded to stay vigilant and aware that unforeseen circumstances can derail even the best-laid plans. What was meant to be a joyous return from a dream vacation has left an Ontario family questioning their future travel choices and the reliability of the airline industry.