WestJet

Reservation Code: EIQNTT
Passenger: Barry William Taves

My Experience From HELL

On July third I boarded West jet flight 2152 from VYR to PVR at 9:30 am. All seemed to be going well until about 3 hours into the flight. I was sleeping and awoke to realize that the plane had been turned around. The Captain had come on the cabin speaker to let us know that our plane was ordered to return back to Las Vegas due to a mechanical problem with the fuel filter. The captain said it would not be a big deal and that we would only be in Las Vegas for 30 min to repair the problem. Here is the start of what would become the experience from hell. We were told that it was only going to be a 30 min fix that turned into 48 hours. Las Vegas was 1.5 hours from where we were and PVR was only 1 hour and 20 min in the right direction. As we where on the approach to Vegas it was very bumpy and I had been sleeping. I woke up about 10 min before we landed because my right lower leg had been penetrated by a sharp object in the seat in front of me and my leg had started to bleed badly. The plane was shaking way to hard for any body to help and we were on approach so I grabbed a Kleenex that I had and held it on the wound. By the time we had landed the Kleenex was blood soaked and so was my leg and foot. When we had got to the gate the first thing that happened was that US customs agents came on board and told us “not to move stay seated and that we were Not getting off this plane for any reason”. After a few minutes I decided enough was enough and I had to do something so I stood up and started walking to the front of the cabin to find some medical attention. Once more I was yelled at by the US officer until I showed him that my leg was bleeding out of control and my hand and Kleenex as well as my leg was very bloody. At this time we had been on the ground for about 10 minutes and I was starting to feel like passing out. Your flight attendants began to help me once they noticed the severity of the situation. I quickly said that I need some one with more experience and need a Doctor or paramedic, so then the US officer called for one. I was still in the front cabin bleeding and was ordered by the officer to not come off the plane or I would be arrested. Your Captain did nothing nor did he intervene of my behalf. When the paramedics got there they had to tell the US Officer that they could not treat me standing up or in such a small area so they let me off just outside of the plane front cabin door and had an officer come down and stand beside me to make sure I would not try to enter the US. The paramedics where good. They order me a wheel chair and cleaned the wound and got the bleeding to slow down. It was clear to them and me that this was a puncture wound from something in the seat in front of me. The paramedics had asked when was the last time I had a tetanus shot and it was about 12 years ago. So they decided to order me a new one and we waited for the Doctor. A Nurse came instead and she began to tell me that the only way she would treat me is if I had insurance or a credit card or cash. The Nurse thought the charge would be about $875.00 for her to administer the shot and the price of the inoculation and serum. At this point I said that my Wife’s medical coverage was global as well it should cover it. I had to sign a three page discloser statement and give my ID before she would treat me. As for your Captain and West Jet you said nothing and did not get involved in any of this process, we are now about 1.5 hours on the ground at this point. After the Nurse left I was sitting in the wheel chair trying to ask someone for a glass of water and help up from your crew no one attended to me. Finally one of the paramedics came back and got me a glass of water and sat with me for awhile. We are now 2 hours on the ground. The US customs agent asked me are you fine to go. I said I feel sick my leg hurts and I need just to sit here for awhile. He said NO and ordered me back on the plane to my seat. He told me I had no choice and if I did not get on the plane immediately I would be arrested. Your captain said and did nothing, I had no choice and was made to sit back down. Where were your West Jet staff in Vegas? Our fight attendant had no clue what to do. We are now 3 hours on the ground and the US customs officer comes on board and makes an announcement that we will be allowed off the plane and will be held in a containment area so that we can use the bathroom but we would be under armed escort in the containment area as well as back and forth to the bathroom. They brought more armed officers up and held us in a small area with NO FOOD or WATER and not enough seating. People were sitting and lying on the floor. We are now 5 hours on the ground inside the containment area. The captain and crew are now hiding on the plane and no one is telling us anything. We still have no food or water and have not been told anything by the Crew or West Jet. We are now 6 hours on the ground and most passengers are getting hungry and thirsty, there were at least 5 families with small children and elderly. By this time also my leg has started to bleed again and my left shoulder has begun to swell up. With no West Jet crew around I had to speak with US customs and ask for help. They said I would be fine and it was not their job to look after us, only to detain us and keep us from illegally entering their country. We are now 6.5 hours on the ground and one of your flight attendants appears with the main US Officer. The flight attendant and Not the captain has a conversation with the officer and it turns out that the plane’s 30 min fix will be Not happening and that the US cannot hold us any longer and they are going to process us into the U.S. We are told to head downstairs and just as we are walking to processing a very small cart of some water and muffins and a hand full of bananas show up. We all tried to get the families to go first and by the time they were past the food cart it was mostly gone. (More great West Jet planning). At leased the families got to eat and re hydrate after 6.5 hours. They take us downstairs. We quickly fill out the paper work and are through customs and then we waited for another 50 mins for our luggage to come. While we waited we were treated very rudely by the officers and told if we were to use our cell phones we would be arrested while waiting for our luggage. As we left the baggage area there was a person outside the door telling us to go to the next building and West Jet would be there to answer all our questions. We were sent to an Hawaii travel ticket counter where we waited for 25 min before we got some help. They put us up in hotels with no food vouchers and told us we had to be back at the airport by 6am and we would be leaving by 9am.

The Start of more lies

When I got to my hotel it was now 8pm and I called West Jet on Skype your 1-800 number doesn`t work in Vegas. I was told that you weren’t sure of what was going on, but the plane would be fixed and if it could not be fixed we would have a new plane sent to us. The next couple of hours I spoke with other passengers and we all had different stories from West Jet 1) we had to be back at the airport by 6 am 2) the new plane is coming and we will be leaving at 12:30. 3) all is fine and the plane is fixed 4) some were told that we might not be leaving if the plane does not get fixed. All of these lies came out of your call center. So I went back to my room and called West Jet again only to find that most of these stories where true. So I asked for a full refund and wanted to be booked back on the next flight to YVR. This was oked by your call center so they booked it. When I woke up in the morning I had breakfast with some of the guests and they were told that a new plane was sent last night and they would be leaving at 12:30pm to PVR. I thought about my plans and decided to call and change back to my original destination since you guys made good and sent us a new plane and I had many things to do in Bucerias this week. So I called West Jet, talked to the help desk they said they that everything was good and we would be flying out on time at 12:30. So I leave the hotel and get to the airport at 11:00 am to find out that NOT only is there no new plane but the original plane has NOT been fixed. We waited and watched several men out side with the hood up scrambling around trying to fix it. It`s now 12:00 and our flight crew shows up for a 12:30 flight. The counter person comes on the terminal speaker to let us know they are STILL TRYING TO FIX THE PLANE!! And that our new departure time will be 1:30. By this time one of the flight attendants comes out and tells us there is no food, water, ice etc and we would have to buy our own. After a short conversation with several of us, the West Jet counter person begrudgingly give us a $10.00 voucher which now we have to scramble around and try to buy a sandwich and one bottle of water with $10.00 at Vegas airport. The sandwich alone cost $9.75 USD. I don’t think your company has a clue how to handle this. Most of the passengers had no U.S. money since we were not going to the U.S. and one more time you give us the least amount of respect. Not only is your crew late, the plane not fixed and stocked or cleaned( still blood on the floor on my seat from the day before). At 1:15 they board us and tell us its fixed and they are waiting paper work. We sit for another 30 min. By this time I have had enough and decide I don’t trust this plane or your company and I got my bags and walked off the plane.

I want to know why were we told so many different stories, why were we sent to the hotels with no food vouchers, why did you tell us to be back at 6am to fly out at 9am, why did you tell us there was a new plane sent, why did you tell us the plane was repaired, why did our flight crew get there 30 min before we were to depart and start doing tests that took another hour and a half. Why was that plane not re stocked and cleaned. Why was there no one from West Jet taking control and having some solid leadership i.e. the captain or one of your senior people etc.. YOU KNEW we were coming to Vegas for 1.5 hours before we got there. Where were YOU!!!

As far as my injury this was another one of your perfect moves. Why did no one help me outside of your aircraft, why didn’t the captain take control or one of your senior people in Vegas. My leg is still sore as the puncture went right into the muscle. I asked for some care and to see a Doctor from your Vegas people. They said they did know how to do that. I asked for some help with my bags. They said they didn’t have enough people to help me. My leg bleed till 12:00am as it had re open as we had to walk from one terminal to another and then back again with our bags in 110 degree weather to catch a 20 min taxi ride to a hotel.
I hope that you take full responsibility for your non action. It is clear to me that you have no policy to handle this kind of problem. Your crew unprepared and non responsive. Your captain was No help to anyone and never spoke us in Vegas while on the ground or showed any kind of leadership. Shouldn‘t he have had the plane ready and stocked and cleaned. Is it your policy that he gets to a broken plane 30 minutes before it is to leave and then starts working on it. Should he have not been there before, if you knew if wasn’t fixed then why didn’t you send us a new plane like you said you would. The captain never once apologized or gave us any clear direction or kept us up to speed. If this was not his job then who’s was it? This in my estimation was only a minor problem that became a huge fiasco. What would happen in a real crisis. My name is Barry William Taves If you care to get a hold of me my number is 250 751 3938 anytime or email bctaves@shaw.ca