Overview

An Ottawa family, the Sachs, faced a series of chaotic events that turned their vacation in Costa Rica into a nightmare, resulting in unexpected extended travel and significant expenses.

Initial Flight Cancellation

Originally scheduled to fly back to Toronto from Liberia, Costa Rica, the family encountered a five-hour delay due to a "passport verification issue," followed by a flight cancellation due to a sinkhole on the runway.

Unexpected Accommodation Costs

With no immediate assistance from WestJet, the family spent $1,500 to secure a local resort for the night, feeling abandoned in a stressful situation.

Arrival in Toronto

After being rebooked on a recovery flight, the family landed in Toronto at 5 a.m. on Monday, only to rent a car and drive back to Ottawa in the early hours.

Response from WestJet

WestJet recognized the runway closure as a result of unforeseen damage but did not reach out to the Sachs family individually to apologize or assist.

Comparison with Other Airlines

Contrasting with WestJet's handling of the situation, AirTransat provided support by diverting flights and arranging hotel accommodations, while Sunwing has not commented.

Call for Passenger Rights Awareness

The Sachs family is seeking compensation for their unexpected expenses and emphasizes the need for better communication and support from airlines during travel disruptions.