WestJet service restored but delays are expected at Canadian airports

A challenging morning for air travellers in Canada, after one of the country’s biggest airlines experienced a nationwide issue.

WestJet passengers were faced with hours-long issues checking in, flight planning, as well as using payment services.

Shortly before 7 a.m., WestJet told CityNews that an infrastructure outage is to blame for the services being down.

“We are working to restore service and encourage guests to arrive early and check their flight status due to delays with the check-in process at the airport,” the company said.

Two hours later, WestJet says the check-in and gate services were restored, but some airports continue to experience issues with the self-serve baggage drop.

Vancouver International Airport was the first to report to customers that delays were expected Thursday morning.

“We appreciate your patience as we support their efforts to resolve the issue,” YVR wrote on social media just before 6:30 a.m. PST.


Some expressed their shock that WestJet did not provide details earlier to passengers through social media, or on its website.

“It’s legitimately next-level terrible that WestJet apparently has a worldwide system outage and hasn’t made any sort of public statement,” one traveller wrote online.

“I’m at gatwick (sic). Were (sic) told there was an outage that was preventing flights from taking off. The 11am Toronto Flight left 3 hours late. Calgory (sic) (1pm), Toronto (1:40pm) still don’t even have a gate. No information from westjet (sic) at all,” another passenger wrote.

Meanwhile, NAV CANADA, which ensures safe movement of air traffic in Canadian airspace also dealt with a disruption of service, but as of noon PST the company says service was restored.

The outage impacted western locations which use Zayo, a telecommunications service provider. Zayo was hoping to get things back up and running in two to four hours.

Due to safety concerns, some departures and arrivals were affected as air traffic control will be reducing the flow for the time being. Procedures are in place, NAV CANADA says.

“We regret the inconvenience to air carriers and their passengers due to this third-party outage. Passengers are encouraged to check with their airlines for specific details regarding flight delays and cancellations,” a spokesperson for the company said.

With files from Sonia Aslam

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