WestJet denies compensation to Taylor Swift fan after flight cancellation

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PRINCE GEORGE, BC — WestJet has denied compensation to a devoted Taylor Swift fan whose canceled flight caused a 10-hour overnight trip from Prince George to attend the singer’s shows in Vancouver last month.

Carol Hansson says she and other Swifties on the flight incurred hundreds of dollars in costs after the cancellation less than 24 hours before Swift took the stage for the first of three concerts at BC Place.

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She says the Calgary-based airline told her the cancellation was due to “unplanned aircraft maintenance” and was necessary for safety reasons.

WestJet confirms this in a written response and says Hansson is therefore not eligible for compensation under Canada’s Air Passenger Protection Regulations.

The regulations say that in situations “within the airline’s control but required for safety reasons,” airlines have obligations regarding the treatment of the passenger and the completion of their itinerary, but not compensation.

Hansson says WestJet delayed the overnight flight from Prince George for about five hours before canceling the Dec. 5 service.

Airlines are also required by regulations to offer alternative travel in the same class of service in case of disruptions of more than three hours, but Hansson says she was offered a flight on December 8 that would have meant missing all three of Swift’s shows.

Instead, he joined a group of other passengers in renting a car for the 750-kilometre trip, leaving at midnight and finally arriving in Vancouver on December 6 before that night’s first show.

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Hansson attended all three concerts at BC Place.

He said the cost of his unused accommodation for December 5 was $900 and the cost of the rental car was $770.

While he was able to split the two’s costs, Hansson said he requested $400 in compensation from WestJet.

“It’s ridiculous that a company won’t even try to work with you with some type of compensation,” he said.

In its written statement, WestJet said it offered to rebook Hansson on another flight to Vancouver but did not work with the concert schedule.

“At the guest’s request, a refund for the outbound flight was processed along with a baggage fee,” WestJet’s statement said.

Hansson said accepting the Dec. 8 flight that would have meant missing the final shows of Swift’s Eras tour was “definitely not an option.”

She said she “would have been furious” if the cancellation had meant missing any of the shows. Other passengers in Swift-themed costumes were also at the door, he said.

“It’s a service you pay for, and they should try to do everything they can to continue providing that service,” he said.

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