"Working around the clock": Travel advisors navigate chaos as WestJet strike grounds flights

This story was updated on Friday, August 7 at 5:04 p.m. EST

As more than 4,000 WestJet flight attendants walked off the job in the early morning hours of Sunday (Aug. 2), Canadian travel advisors found themselves working behind the scenes to help stranded travellers navigate one of the busiest travel weekends of the summer.

The labour disruption began at 12:01 a.m. MT after a 72-hour strike notice expired, forcing the Calgary-based carrier to suspend its Boeing 737 and 787 operations.

The shutdown has triggered hundreds of flight cancellations across WestJet’s network, disrupting the travel plans of approximately 250,000 passengers over the August long weekend, the airline said.

While travellers contend with cancelled flights, long delays and uncertain itineraries, travel advisors say they have spent the past several days rebooking clients, monitoring constantly changing schedules, waiting on hold with airlines and searching for increasingly scarce alternatives – often without compensation.

"Working around the clock"

For Calgary, A.B.-based Stacey Lazarenko, a senior independent travel advisor with Escapes.ca, the past 48 hours have been relentless.

"It’s been extremely busy,” Lazarenko told PAX on Sunday. “I do have clients who have been impacted, and I've also had people reach out looking for help because they don't know where to turn.”

"Like many of my colleagues, I've been working around the clock trying to help clients who are impacted, rebooking flights, researching alternatives, navigating changing information, and answering questions as they come in."

READ MORE: "We believe we deserve better": WestJet flight attendants go on strike

She says the public often misunderstands what travel advisors actually do.

"One of the public misconceptions (and one of the hurdles we face in showing our value in 2026) about travel advisors is people often think our job is simply to make a booking," she said.

"However, very often, the value of a professional travel advisor becomes most apparent when something goes wrong. We are the ones working behind the scenes when flights are cancelled, schedules change, or clients are stranded. We're happy to do so of course, because our clients come first, and after years in the industry, strikes and other crises that arise are just part of the gig."

But that work comes at a cost.

"The massive downside for us is that much of this work is unpaid," Lazarenko said. "We are essentially working twice as hard, for the same (best case scenario) or less, even down to zero, compensation, all while trying to keep our clients calm and informed."

She pointed to one recent booking that illustrates the financial impact.

Lazarenko said the unprecedented volume of calls and inability to reach the airline forced her to make a quick decision. 

Acting on a clients’ request, she proactively refunded three Business Class tickets before WestJet began cancelling flights – a move she later learned made the booking ineligible for commission protection.

While she acknowledges that WestJet's policy would have protected her earnings had she waited for the airline to cancel flights, or left the tickets in an open status, she estimates the decision ultimately cost her approximately $2,000 in revenue and left her facing a pending debit memo.

The experience underscores the difficult choices some advisors face as they work to assist clients amid widespread disruption and limited access to timely guidance.

The WestJet Group confirms that it is protecting travel advisor commissions on both flight and vacation package bookings affected by the strike. However, the policy is subject to terms and conditions, as well as applicable fare rules.

Standing with the flight attendants

Beyond the disruption, Lazarenko believes the strike also underscores broader issues affecting aviation workers.

"I think this highlights why we should all be on side with the flight attendants asking to be paid fairly. We are both problem-solvers, advocates, and often the person clients/guests turn to for help, and we absorb a huge amount of additional work without compensation," she said. 

READ MORE: "We're disappointed to be here”: WestJet details rejected contract offer as FA strike grounds flights

Looking ahead, she hopes the industry recognizes advisors' value before the next crisis emerges.

"For me, I'd like a takeaway for the industry to be that the value of travel advisors needs to be recognized before a crisis happens, not just when one does," she said. 

"Travel disruptions are not going away, and the people who spend their days learning airline policies, navigating systems, and advocating for their clients are an important part of the distribution chain."

Rebooking at premium prices

In Saskatoon, Sask., Jamie Milton, president of Uniglobe Carefree Travel Ltd., said advisors have spent much of the long weekend trying to minimize disruption for clients.

"We have a number of clients impacted by the strike," Milton told PAX. "We were able to rebook a number of clients in advance with the flexible rebooking, but in some cases, where clients needed to be able to travel, that meant rebooking them with alternate airlines at significantly higher prices."

The disruption intensified as cancellations mounted over the weekend.

"On Saturday, we had a number of clients impacted when the later flights were all cancelled," Milton explained.

"Clients travelling from the U.S. or international destinations to Calgary yesterday, arrived in Calgary to find their onward flight home had been cancelled and they were rebooked for Sunday, which now means further cancellations and delays.”

“Our advisors have spent countless hours of their long weekend on hold with WestJet and their partners trying to find solutions for our mutual clients and ensure the least amount of disruption."

Wait times intensify

While communication with WestJet was manageable at first, conditions changed as the strike began, she said.

"Wait times for WestJet were surprisingly quick through Friday, but significantly longer over the weekend," Milton said.

"I believe that WestJet would like to assist, but in many cases, particularly out of Saskatchewan, there are no alternatives as WestJet is the only one to fly many of routes, with no options to rebook on their partner airlines."

Like Lazarenko, Milton said disruptions highlight the expertise advisors bring.

"I think situations like this is where travel advisors can really shine and show their worth. We understand the process, what is allowed and what is not, and we take the burden of rebooking and refunding off the client."

At the same time, there are limits to what travel advisors can accomplish.

"The only thing that is often misunderstood is what abilities we have to protect the client – and that we must follow the airline guidelines and rules and we aren't able to produce extra flights, seats and waivers outside of what is available through airline," she said. 

The strike has also prompted calls from travellers who booked independently.

“As is often the case with disruption, travellers realize that they need help and guidance, where initially they thought it was easier to book on their own," Milton said.

"Unfortunately, our abilities to help these individuals is limited as we don't have access to their files. We can offer limited advice."

A better sense of what's ahead

Having experienced several airline labour disputes in recent years, including last year’s Air Canada strike, Milton says advisors approached this one differently.

"This WestJet Strike feels a lot calmer and more ‘procedural,’ versus emotional, compared to the Air Canada strike last year," she said.

"It feels as if the public and the advisors have a better sense of what to expect, how the events would play out and how to best protect our clients."

Still, the frequency of disruptions is becoming all too familiar.

"Unfortunately, with several strikes or threats of strike over the past several years, this has felt like 'another summer, another strike,’” she said. “Let's take care of our clients as best we can and move forward."

"I think we were better prepared for the reality of the strike and cancellations and directed clients towards rebooking other airlines earlier to mitigate last minute disruption."

Paying twice 

In Calgary, Carol LeSann of SunSource Travel has been helping clients build contingency plans before flights were even cancelled.

"For my clients travelling from Vancouver to Calgary, I had them purchase refundable fares with Air Canada as a backup," LeSann told PAX. "One passenger was able to change his travel date and flew a day earlier with WestJet to avoid the possibility of a cancellation."

She said another traveller avoided disruption by switching airlines altogether.

"Another client ended up flying with Air Canada Saturday night after his WestJet flight scheduled for today was cancelled yesterday. I also cancelled the rebooked WestJet flight they had automatically protected him on, and I'm hoping he'll receive a refund rather than just a travel credit."

LeSann says she's disappointed with WestJet's refund approach.

"I find it very disappointing that WestJet isn't automatically providing refunds to passengers whose travel may be affected by the potential strike, and is instead only offering travel credits," she said.

"If passengers need to book a replacement flight with Air Canada, they have to pay out of pocket often at a much higher fare. In many cases, they're paying twice for the same trip."

For her, the disruption reinforces why many travellers continue to rely on professional advisors.

"Situations like this really show the value of booking with a travel advisor," LeSann said. "When my clients book with me, I have their back. I'm keeping an eye on the strike, reaching out with advice before issues arise, and helping them make changes, when needed, so they're not left trying to figure it out themselves."

Reassurance, clarity, support

Similarly, Edmonton, A.B.-based Rhonda Sveahun, a co-owner and leisure manager at Paull Travel, said her agency took a proactive approach to the looming labour disruption, reaching out to clients whose travel plans could be affected about 10 days before the strike and staying in regular contact as the situation evolved.

The agency also worked with travellers to identify backup options in advance, a strategy that has resulted in no stranded clients at this time, Sveahun told PAX.

While communication from WestJet was largely limited to email updates and information posted on the airline's website, Sveahun said her team monitored those channels closely.

She added that the disruption highlights the value of working with a travel advisor, noting that, during tense situations like this, advisors provide clients with "reassurance, clarity, and support."

"Every travel disruption is different, and having an experienced advisor to talk to, answer questions, explain options, and guide you through the process can make a significant difference," she said. "Sometimes, simply knowing there is someone looking out for you and helping you navigate the situation provides peace of mind."

"We're disappointed to be here”

In a statement early Sunday morning, WestJet acknowledged the labour disruption.

"We're disappointed to be here, this directly impacts the travel plans of our guests, our WestJetters and the communities and businesses we serve," said Alexis von Hoensbroech, CEO of the WestJet Group, in a press release.

"Our focus remains on staying available for the union to reach an agreement. We presented a proposal that would have set a new standard for cabin crew in Canada, making WestJet the only airline to offer an hourly rate covering all time before and after flights, plus a double-digit wage increase in year one among other priorities the union raised. Unfortunately, it wasn't accepted."

WestJet says all affected passengers will either receive a refund or be reaccommodated, where possible.

The airline also disclosed the details of its latest proposal to the Canadian Union of Public Employees (CUPE), which represents the flight attendants. Click here for more on that.

WestJet noted that striking is "not an easy" decision for cabin crew, but argued the rejected proposal would have established a new benchmark for flight attendant compensation in Canada.

“We believe we deserve better”

However, in statement early Sunday morning, Alia Hussain, CUPE 8125 president, said WestJet’s offer “did not go far enough.”

“We are on strike because we believe we deserve better,” stated Hussain. “We are ready to go back to the table to settle. We hope the federal government will not interfere and will let the bargaining process run its course. Unpaid work is a big piece of our priorities, but we are bargaining a comprehensive contract.”

“We would not be here if they had taken our concerns seriously for almost eleven months of bargaining.”

Early Sunday morning, Federal Jobs Minister Patty Hajdu called the strike a “disappointing development.”

“A strike or lockout does not mean an agreement can’t be reached, the expectation is that parties can and should come to an agreement at the bargaining table,” Hajdu said in a statement.

She noted that the federal government is urging both groups to reach a deal.

At this point, it's unclear if the government's labour code power will be able to end the work stoppage. 

The fastest way to end the dispute — though one unions have strongly opposed in recent years — would be for the federal government to invoke Section 107 of the Canada Labour Code like it did last year during the Air Canada strike. (At the time, the union remained on strike, despite the back-to-work order, until the two sides ultimately reached an agreement).

The provision gives the federal labour minister the authority to order an end to a work stoppage to "maintain or secure industrial peace." 

In the case of WestJet's flight attendants, CUPE has urged the government not to intervene, instead calling on Ottawa to respect the collective bargaining process and allow both sides to reach a fair negotiated settlement.

Cancellations mount

WestJet says the number of cancellations tied to its flight attendant strike has now climbed to 600 flights network-wide, with the largest wave of disruptions occurring after the work stoppage began early Sunday.

As of 3 a.m. MT on Sunday (Aug. 2), the airline had cancelled 291 additional flights, bringing the cumulative total to 600 since it began scaling back operations ahead of the strike.

The latest cancellations build on a series of pre-emptive schedule reductions announced over the past two days. 

WestJet cancelled 80 flights on Friday, July 31 (as of 9 p.m. MT), followed by 32 cancellations on Saturday at 9 a.m. MT, 86 by 11 a.m. MT, 78 by 3 p.m. MT, and a further 33 by 11 p.m. MT, before the strike triggered a much larger round of cancellations overnight into Sunday.

Aviation analytics company Cirium also previously reported that the disruption is expected to extend into Monday (Aug. 3) with 119 of 494 scheduled flights (24.1 per cent) already cancelled.

Looking further ahead, three cancellations were recorded for Tuesday, Aug. 4, representing less than one per cent of the airline's scheduled operations, reported Cirium, which is expected to release an update later today. 

The figures apply only to WestJet mainline flights and do not include WestJet Encore services.

The airline has implemented a Flexible Change/Cancel policy for travel scheduled between now and Aug. 4, 2026. Click here for details.

For the latest information on guest travel options, visit WestJet's Travel Advisory page. For bargaining updates, visit here. 

CORRECTION: A previous version of this story incorrectly stated that a travel advisor lost $1,600 in commission because WestJet did not protect it. The commission, in fact, was lost after the booking was cancelled before WestJet began cancelling flights ahead of the strike, placing it outside of the airline’s commission protection policy. The WestJet Group affirms it will protect travel advisor commissions on both flight and vacation package bookings affected by the strike, subject to applicable terms, conditions and fare rules.

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