Airline passengers have been through the mill in 2022, with airports in chaos during the summer, and pre-Christmas snowstorms cancelling multiple flights in December.

But you don’t have to be stranded for days in a foreign airport to feel that the travel industry has treated you badly. Even lost luggage and unresponsive officials can take the joy out of a vacation that’s been long anticipated and saved up for.

Take the experience of P. Jane Jewson, a Waterloo woman who went on a trip to Cancun with her family, only to have her luggage lost, no ability to communicate with the airline, and — once the luggage was found — personal items missing.

A representative from WestJet said the company “sincerely apologize for the impact this caused” to Jewson.

Jewson had planned a week-long family trip to a luxury resort in Cancun, Mexico, to celebrate the birthday of her husband, Tim. The couple travelled over the Christmas holidays with their three children, their partners, and two-year-old grandchild.

Jewson flew out on a WestJet flight from Pearson International Airport in Toronto on Christmas Day. In her checked luggage she’d stashed some T shirts she’d had specially made for a family photo. They said “Team Tim.”

But when they arrived at Cancun, Jewson’s suitcase was not there. Dozens of other passengers were in the same situation, and she reported it at the airport.

“They said they would email us, our luggage would be coming the next day and it would get delivered to the resort,” Jewson said.

But the promised emails and luggage deliveries never came.

Jewson spent hours each day on the phone at her hotel, fruitlessly trying to reach WestJet. She would wait on hold at the number she had been given. After about 30 minutes, she would be

Read the rest