WestJet now charges $25 to book a flight by phone. Are airline fees out of control?
CBC
Jana Fatovic prefers to buy her WestJet flights over the phone to ensure everything goes smoothly. But a recent attempt to book tickets for a family trip to Arizona didn't quite pan out.
While waiting on hold to speak with an agent, a recorded message informed her that WestJet now charges $25 to book economy fares by phone.
"I was fuming," said Fatovic, who lives just outside of Edmonton. "I just feel like it's a big cash grab."
Airline fees are nothing new. But some major carriers have raised the ire of customers by introducing charges for features once included, such as overhead space for carry-on baggage and booking flights by phone.
Airlines often argue that charging fees helps keep base fares low and that customers only pay for the added services they want. But many passengers claim they already pay big bucks for flights, so they shouldn't be inundated with extra fees.
"It's just pricing people out of being able to fly," said Fatovic, who avoided WestJet's phone fee by reluctantly booking her trip online. But she notes that customers uncomfortable using computers might not be able to do that.
"So now they get nickel and dimed?"
WestJet spokesperson Madison Kruger said in an email that the airline has upgraded its website to ensure customers can easily book and change flights online.
She also said that fees for bookings by phone are "a standard industry practice."
CBC News could find only one other major Canadian airline that charges for the service: ultra low -cost carrier Flair.
Air Canada also faced customer criticism when it introduced a new fee in April for seat selection at check-in for economy fares.
Following complaints on social media, Air Canada's fee disappeared — but not for long.
Airline spokesperson Peter Fitzpatrick said in an email that the charge was "paused for operational reasons" and will return at a later date.
The fee is common in the industry, he said. WestJet charges it, too, according to its website.
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