Edmontonians frustrated with lack of natural disaster protection offered by airlines

As a massive, quick moving wildfire forced residents in west Kelowna from their home Thursday, those with flights to the Okanagan, knew it was time to cancel their vacations.

“When I heard how intense the fire was growing, it went from 60 to 300 hectares in hours, I decided its just not feasible for me to go there you know if I get caught in the middle of a mandatory evacuation,” explained Seth Petersen, an Edmontontian who cancelled flights due to wildfires.

But when Petersen went to cancel his Friday flight from Edmonton to Kelowna on Thursday night, he was initially told, he would still have to pay because he didn’t purchase the insurance.

“I spoke with a guy yesterday morning and he told me no exceptions, there’s nothing they can do. This is coming from the top,” explained Petersen.

“It’s ridiculous. I’m not cancelling because of work or I don’t want to go, I’m cancelling because it’s on fire.”

Canadian airlines have been under intense scrutiny this week, over their response to wildfires and evacuations.

Air Canada, putting a cap on price of flights out Yellowknife after public backlash to tickets costing thousands of dollars.

But by mid-afternoon Friday, both WestJet and Flair saying their flight to Kelowna were canceled indefinitely due to wildfires.

“Any customers on flights which have been cancelled due to the wildfires will be offered the option of either rebooking or a full refund. We will also waive the change fee for any customers with upcoming flights to or from Kelowna who would like to adjust their plans. This exemption is designed to facilitate the rebooking process and provide flexibility to those who need to alter their travel plans,” said Flair in a statement to CityNews.

“I’ve spent hours on the phone on hold, I emailed them, I messaged them on Facebook, and it was about an hour ago give or take they said I’m finally able to qualify for a refund. But I had to fight tooth and nail,” said Petersen.

But for Petersen, frustrated by the initial unknown, he thinks there should be more consumer protection when disaster strikes.

“It’s a natural disaster its on fire, it’s a massive wild fire. So its not my fault I can’t go. I understand its not Flair’s fault either obviously. But there should be something in place that prevents them retaining the money.”