PUERTO VALLARTA– Dozens of Canadian travelers say they were left without clear guidance after flight disruptions stranded them in Puerto Vallarta (PVR), Mexico, following a security incident. Passengers booked with WestJet (WS) report extended stays, mounting expenses, and limited communication as they tried to return home.
The disruptions began after cartel-related violence in the popular resort city led to flight cancellations and operational uncertainty. Travelers departing from Puerto Vallarta International Airport (PVR) said they received instructions to “shelter in place,” but struggled to secure confirmed rebookings in the days that followed.
WestJet’s Flight Disruptions Escalate
British Columbia residents Lillian Alexus and Jonathan MacIntyre were among those affected. Alexus, from Qualicum Beach, arrived in Mexico on February 8 and was scheduled to return to Canada on February 22, but her departure plans collapsed when airport operations were disrupted.
She stated that WestJet advised passengers to remain in place due to safety concerns and promised further updates.
However, she said attempts to manage her booking online failed, and repeated phone calls and emails did not yield timely answers.
Alexus extended her hotel stay, health insurance, and prescription medications while waiting for clarity. She eventually secured a March 3 return flight, well beyond her original departure date, increasing her out-of-pocket costs.
According to GlobalNews, MacIntyre, who flew to Puerto Vallarta on February 16 and was due back on February 23, described a similar experience.
He said each day began with extending his hotel stay because no confirmed rebooking details arrived.
Passenger Rights Dispute
Gábor Lukács, founder of Air Passenger Rights, argued that Canadian regulations require airlines to rebook affected passengers within 48 hours, including on competing carriers if necessary.
He claimed that if an airline cannot provide a seat on its own or partner flights within that window, it must purchase a ticket on the next available flight from any airline.
According to Lukács, passengers who face non-compliance can arrange their own return travel and later seek reimbursement. MacIntyre followed that approach and purchased new tickets home at a cost of $2,200.
He said he also lost income due to the unexpected delay and risked forfeiting prepaid event tickets. MacIntyre plans to pursue reimbursement through the Civil Resolution Tribunal.
The Canadian Transportation Agency confirmed it is investigating the recent disruptions. The agency clarified that airlines must either refund unused tickets or rebook passengers as soon as possible, including on other airlines if no departure is available within 48 hours.
WestJet Response
In a public statement, WestJet said it scheduled 12 additional flights to Puerto Vallarta to assist stranded passengers, alongside its regular services.
The airline advised customers to use its online tools or contact its call center, travel agent, or vacation provider for rebooking or refunds.
WestJet also noted that missing or incorrect contact information may have prevented some travelers from receiving updates. The airline urged affected guests to verify their reservation details to ensure communication.
Despite those measures, some passengers say the experience damaged their trust.
Alexus described feeling ignored after years of loyalty to the carrier, emphasizing that timely communication would have reduced stress and uncertainty.
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