PUERTO VALLARTA, Mexico — Dozens of Canadian travelers stranded in Puerto Vallarta say flight disruptions tied to a recent security incident exposed gaps in airline communication and raised questions about whether passengers were rebooked in accordance with federal regulations.
Passengers booked with WestJet reported being told to “shelter in place” after cartel-related violence disrupted operations at Puerto Vallarta International Airport in mid-February, triggering cancellations and uncertainty. Many said they were unable to confirm new flights for days, forcing them to extend hotel stays, insurance coverage, and other travel arrangements at their own expense.
WestJet said it has since scheduled 12 additional flights to help bring stranded customers home, but some passengers say the response came too late to prevent significant financial and personal hardship.
Travel Plans Collapse Amid Safety Concerns
British Columbia residents Lillian Alexus and Jonathan MacIntyre were among those affected when their return flights were disrupted.
Alexus, who arrived in Mexico on February 8, had planned to fly home on February 22. Instead, she said her departure plans fell apart after the airline cited safety-related operational issues.
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.
With no confirmed departure, Alexus said she had no choice but to extend her hotel stay and cover additional expenses, including health insurance and prescription medications. She eventually secured a return flight scheduled for March 3, more than a week later than planned.
MacIntyre described a similar situation. He had flown to Puerto Vallarta on February 16 and was scheduled to return on February 23. Instead, he said each day began with uncertainty.
According to GlobalNews, MacIntyre said he repeatedly extended his hotel stay while waiting for confirmed rebooking information that never arrived.
Passenger Rights Questions Raised
The disruptions have drawn attention from passenger advocates, who say Canadian law requires airlines to act quickly to rebook stranded customers.
Gábor Lukács, founder of Air Passenger Rights, said federal regulations require airlines to rebook passengers within 48 hours, even if it means purchasing tickets on competing carriers.
He said if airlines cannot provide seats on their own or partner flights within that timeframe, they must arrange travel on other airlines at no additional cost to the passenger.
According to Lukács, passengers who face non-compliance can arrange their own return travel and later seek reimbursement.
MacIntyre ultimately followed that path, purchasing replacement tickets home for $2,200.
In addition to the airfare, he said the delay caused him to lose income and risk forfeiting prepaid event tickets. He now plans to pursue reimbursement through the Civil Resolution Tribunal.
The Canadian Transportation Agency confirmed it is investigating the disruptions. The regulator said airlines must either refund unused tickets or complete rebookings as soon as possible, including on other carriers if necessary.
Airline Defends Response
WestJet said it took steps to help affected customers, including scheduling additional flights beyond its normal service.
In a public statement, the airline 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 assistance with rebooking or refunds.
WestJet also said communication issues may have contributed to some passengers not receiving updates.
The airline noted that missing or incorrect contact information may have prevented some travelers from receiving timely notifications and urged customers to verify their reservation details.
Customer Trust Tested
Despite those measures, some passengers say the experience has damaged their confidence in the airline.
Alexus said the lack of communication was the most difficult part of the ordeal. After years of flying with the carrier, she said she felt ignored during a stressful and expensive situation.
She emphasized that clearer and faster communication could have reduced uncertainty and helped passengers make informed decisions.
Regulatory Outcome Could Carry Wider Implications
The Canadian Transportation Agency investigation could determine whether WestJet complied with passenger protection rules and whether affected travelers are entitled to reimbursement.
The case highlights growing scrutiny of airline responsibilities during disruptions, particularly when safety-related events trigger cancellations beyond passengers’ control.
For stranded travelers, the financial and emotional toll remains significant. For airlines, the incident underscores the operational and reputational risks that can follow when disruptions leave customers waiting for answers.
