Update on Toronto Pearson Airport operation

WestJet is advising guests of a weather-related situation at Toronto Pearson International Airport overnight tonight, which will have a significant impact on flights on Tuesday. As of now there is a ground stop in effect for Toronto arrivals until 9:00am ET, meaning that flights are not permitted to land, as well as a backlog of aircraft on the ground at the airport waiting for a gate to become available to offload guests. We have been advised that in order to efficiently process incoming aircraft, guests will be offloaded as soon as gates become available but baggage will have to remain on board some flights until sometime Tuesday. WestJet baggage agents are advising guests on a flight-by-flight basis whether or not their baggage will be affected. We apologize to our guests for any inconvenience this will cause, and we will do our best to offload baggage as soon as we can.

For guests travelling in or out of Toronto Pearson Airport on Tuesday, we recommend you check the status of your flight prior to leaving for the airport.

Thank you for your patience as we and our airport partners work through this situation as quickly and safely as possible.

UPDATE (1:00pm ET, January 7):
FLIGHTS – Our Guest Solutions (GSOL) continues to find alternate WestJet flights for all guests affected by the weather situation in Toronto. There are a few thousand people who have been affected, so this will likely take several hours to complete, however, we will get all our guests to their final destination as soon as possible. Guests can see their up-to-date itinerary by logging into virtuallythere.com with your WestJet confirmation code (6 letters) and your last name. You won’t be able to self-manage your flights on Virtually There, but you will be able to see your new flight info as soon as GSOL team has updated your reservation.

BAGGAGE – With the exception of a few flights (1215 LGA-YYZ, 2772 YYZ-POS, 442 YYZ-YOW, 1118 YYZ-LAS, 723 YYZ-YVR) all baggage has been offloaded into the domestic or international arrivals areas at Toronto Airport. Guests who are looking for their baggage are asked to return to the arrivals area at Toronto Airport, as it will be the fastest method to get your baggage back into your hands. Guests who were on domestic flights are asked to come to the domestic arrivals area; guests who were on international flights are asked to come to the international arrivals area. A WestJet agent will direct you to your flight’s baggage when you arrive.

UPDATE (2:50pm ET, January 7):
FLIGHTS – The situation in Toronto continues to have an impact on flights throughout our network. All guests are asked to check the status of their flight at westjet.com prior to coming to the airport.

BAGGAGE – Flights 2772 YYZ-POS, 1118 YYZ-LAS, 723 YYZ-YVR and 1215 LGA-YYZ have had their baggage offloaded into the arrivals area at Toronto Airport. Guests from these flights are asked to come to the arrivals area to pick up their bags. Flight 442 YYZ-YOW still has not had its bags offloaded at this time. We will provide another update when this is complete.

Thank you for your continued patience and understanding.

UPDATE (5:20pm ET, January 7):
FLIGHTS – The situation in Toronto continues to have an impact on flights throughout our network, resulting in almost 100 total cancellations. All guests are asked to check the status of their flight at westjet.com prior to coming to the airport.

BAGGAGE – Flights 2772 YYZ-POS, 1118 YYZ-LAS, 723 YYZ-YVR 1215 LGA-YYZ and 442 YYZ-YOW have all had their baggage offloaded into the arrivals area at Toronto Airport. Guests from these flights are asked to come to the arrivals area to pick up their bags if they haven’t already. Any WestJet guests who have questions about their baggage can call our Baggage team at 1-866-666-6224 or send a message to the Baggage team via our online baggage tracking service. Though our Baggage teams are incredibly busy, we will get back to you as quickly as we can.

UPDATE (2:30pm ET, January 8):
First and foremost—thank you to everyone for your continued patience as we work through Mother Nature’s mess. Below is the latest update regarding the situation in Toronto that has impacted our entire network.

FLIGHTS – We still have a lot of work to do to get back to normal operations, though the situation in Toronto is improving slowly. We’ve cancelled a total of 192 flights since Monday, affecting more than 22,000 guests. Our Operations team continues to create opportunities for extra flight segments whenever possible, and our Guest Solutions team will move affected guests to new flights as soon as they become available.

We don’t have specific flights or routes we can share at this time but you can keep an eye on your itinerary by logging into your WestJet profile on westjet.com or by logging in with your confirmation code and last name on virtuallythere.com. If you originally booked your ticket through one of our airline partners, a travel agent or an online travel website, please contact them directly as they may have the ability to find alternate flights for you.

If you do not have a new flight indicated in your itinerary (departing from Toronto), please do not got to Toronto Pearson Airport. Our team there will be focusing its efforts on ensuring as many flights depart as possible so that we can get guests moving as quickly as possible. We also advise all guests on all flights to check their flight status prior to coming to their local airport as we continue to have numerous delays and cancellations.

BAGGAGE – If your bag was left on board one of our aircraft in Toronto late at night on Jan 6-7, you can come to the airport arrivals area to pick up your bag today. If you prefer to have your bag delivered, please call us at 1-866-666-6224 to arrange delivery. Please keep in mind that Toronto baggage deliveries may take 48 hours or longer, but it is an option that is available if you choose.

If you are in any other city and have a delayed baggage claim number from WestJet, please check the status of your file via our online baggage tracking service for updates before coming to the airport.

We recognize that this situation has had a major impact on thousands of our guests. Once again, we thank you for your patience and understanding.

UPDATE (10:30pm ET, January 10):
Our operation is slowly returning to normal, but we do still have some delays throughout our network today. We expect operations will continue to improve over the next few days, so please continue to check your flight status if you are flying with us in the near future.

Our Guest Solutions team has found alternate flights for everyone who was stranded, though some guests may have not yet flown to their destination due to limited availability on some routes. Our phone queues are much shorter than they have been for the past few days. Any guests with inquiries about their itinerary or flight options are welcome to call us at 1-888-WESTJET.

We do still have a significant amount of delayed baggage across our network and are working diligently to reunite these bags with their owners. We apologize to any guests who are still without their belongings at this time. Our Central Baggage Services team is coordinating with our Airport Baggage teams to get bags where they need to be as quickly as possible and to provide updates to our guests.

Mostly importantly, we would like to take this opportunity to thank our valued guests for their patience and understanding over the past few days. We apologize for your experience and we sincerely regret that so many of you were affected.

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