WestJet: flight cancellations post-hailstorm to continue for “foreseeable future”

More than 10 per cent of WestJet’s fleet is still out of commission following the hail storm in Calgary last week that damaged 16 airplanes.

Since that weather event on August 5, WestJet has been cancelling flights to account for its reduced capacity.

In an update posted Wednesday (Aug 14), the carrier revealed that it will continue issuing “proactive cancellations for the foreseeable future” as it works to repair its planes and safely return them to service.

WestJet says it is currently cancelling an average of 50 flights per day. However, it anticipates fewer cancellations will be required as aircraft return to the skies in a phased approach.

READ MORE: WestJet cancels flights due to “significant hail damage” to 16 planes

"We share in Canadians’ frustration for the unpredictable nature of this summer travel season and are incredibly disappointed that the compounding impacts of last week’s hailstorm continue to disrupt the travel plans of our valued guests,” said Diederik Pen, president of WestJet Airlines and chief operating officer, WestJet Group, in a press release.

“Our dedicated Tech Ops teams have travelled from across our network to Calgary and Toronto where they are working around the clock to return our fleet to its full capacity. We thank everyone for their patience and support and are committed to doing everything in our power to minimize the impact on our guests and our people.”

Calling all AMEs

The situation doesn’t look good, if the corporate video WestJet released on Wednesday is of any indication.

In the video, which can be viewed here, Pen, alongside Gandeephan Ganeshalingam, VP of technical operations, articulate the severity of the damage the hail caused – which appear to be dents on aircraft body and wings – as well as what’s being done to fix things.

Speaking from a Calgary point of view, Ganeshalingam referred to hail as a “frequent challenge” during Canadian summers.

"While hail may cause cosmetic issues to our cars, they typically remain functional. The same cannot be said for aircraft – particularly when it comes to flight control services," he said. "These are the aerodynamic components that manage an aircraft’s maneuvering, such as altitude and direction. These surfaces are vital for the safe operation of aircraft. Their aerodynamic composition is crucial to supporting better fuel and flight efficiency.”

To fix the damaged planes, detailed inspections must be done, which will require WestJet to lean heavily on its aircraft maintenance engineers (AMEs) to get the job done (this is the same group that called a surprise strike during the Canada Day long weekend, disrupting hundreds of flights).

In the video, Ganeshalingam said WestJet needs 12 AMEs per aircraft working 24-7 to repair the damage.

As previously reported, WestJet is operating extra sections to make up for the lost capacity, utilizing planes from WestJet Encore and Canadian North.

Additionally, WestJet says it has contacted Boeing and the Aircraft Mechanics Fraternal Association (AMFA) to secure additional resourcing and expedite aircraft repairs.

Long wait times

In the video, Pen said that WestJet’s call wait times currently exceed the standard. “We understand the strain this has on guest and team members,” he said.

In a press release, WestJet noted that it is experiencing “very high volumes for phone, email and social media support channels,” saying that guest support teams are working diligently to assist as quickly as possible.

“Robust improvements have been made across digital touchpoints of the travel journey, enabling more self-serve options for guests,” the airline said, noting the following:

For guests impacted by flight delays, cancellations and changes, please proceed to your WestJet email notification and leverage the live chat and self-serve links.

Visit WestJet's Guest Updates page for more info. For non-imminent requests that cannot be self-served, customers are being advised to book a call-back appointment at WestJet.com/contact.

Update from YYC

WestJet isn’t the only one dealing with the aftermath of the hail storm. Calgary International Airport (YYC), too, was damaged as water leaked through the ceiling of the airport's domestic terminal.

The Calgary Airport Authority on Aug. 6 said its B gates are closed and water damage to this area of the terminal continues to be assessed.

The airport’s D (international/domestic) and E (U.S.) gates were not impacted by the storm and remain fully operational.

The airport says the total cost of the storm damage, and the amount of time required to complete repairs, are not known at this time.

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