Darren Stoppler’s New Year’s Day trip to Puerto Vallarta turned chaotic when his flight was delayed for two hours and his luggage went missing. The WestJet plane had a weight issue, leading to the removal of over 70 bags, including Stoppler’s premium priority luggage. Despite assurances from WestJet staff that his luggage would arrive the next day, Stoppler’s Airtag indicated it was far from Puerto Vallarta, first showing up in Texas, then Cancun.
For four days, Stoppler struggled with numerous calls to WestJet, long wait times on hold, and difficulties navigating the airline’s website. Frustrated by the lack of updates and unhelpful customer service, Stoppler eventually gave up. WestJet offered a mere $100 for the delayed luggage, which was insufficient to cover essential items. Fortunately, his brother could lend him some swim shorts.
Tracking his luggage online, Stoppler only saw progress after his wife and sister intervened at the airport. A WestJet agent confirmed his bag’s location in Cancun and arranged for it to be sent to Toronto before finally reaching Puerto Vallarta.
Stoppler described the experience as the worst in his 25 years of traveling to Mexico. Other WestJet passengers, like Stephanie Edwards and her husband Jonah Franklin, faced similar luggage mishaps on their flight from Regina to Puerto Vallarta. Despite following procedures and arriving early at the airport, their bags were left behind in Regina, unbeknownst to them until they reached the baggage claim in Mexico.
Edwards and Franklin expressed disbelief at the situation, as they assumed their bags would travel with them on the direct flight. The absence of communication from WestJet staff compounded their frustration. Edwards, like many passengers, relied on Airtags to track her belongings to various destinations before finally being reunited with her bag in Puerto Vallarta.
The incident has eroded passengers’ trust in WestJet, with many feeling let down by the airline’s handling of the situation. WestJet attributed the baggage issues to a combination of factors and apologized for the inconvenience. Passengers affected by luggage delays were advised to submit claims on the airline’s website.