A former MP said his recent experiences with a Canadian airline were “dreadfully poor” after he and his wife were affected by travel disruption and refused compensation.

John Barritt hopes WestJet will improve its customer relations for people affected by schedule changes.

He explained: “My wife, Sharon, and I were booked to come home on a WestJet flight in January. One of their two weekly flights from Toronto to Bermuda.

“The night before, I received an e-mail from WestJet advising that the flight had been cancelled and giving us an alternate way home the next day via Atlanta but after an overnight stay.

“There was no mention of where we would stay overnight, putting aside the issue of who would pay and how.

“I immediately phoned a WestJet agent who explained to me that the flight had been cancelled because the designated aircraft required unscheduled but necessary maintenance and that, no, there was no other aircraft available to undertake the flight.”

Mr Barritt, who was a United Bermuda Party and One Bermuda Alliance MP for 18 years, said he told the call handler that the alternative arrangement was unacceptable owing to the lack of fixed accommodation.

Additionally, the couple had no US currency with them and there was a concern that Mr Barritt would not be permitted entry without a visa.

Instead, they booked the next direct flight from Toronto which was four days later and meant additional expenses as well as the inconvenience of cancelling appointments.

Mr Barritt said: “The crowning blow came the next day when, quite by chance, returning from a walk, we learnt from the hotel front desk that a guest had left earlier to catch the WestJet flight to Bermuda.

“I immediately phoned a WestJet agent only to be told that the flight had been reinstated that morning. But they had not bothered to notify me.”

He added that neither the agent nor a supervisor could explain why the couple was not informed that the original flight — which they were now too late to catch — was back on.

Mr Barritt said: “Instead I was given the e-mail address to which I could write with my complaint and to make a claim.

“To say that I was incensed by this treatment is to put it mildly.”

He added: “I have neither a good memory nor good impression of flying with WestJet.

“It will influence future decisions and what I tell others about flying with WestJet.”

Mr Barritt said that although the online claims process was difficult to navigate, the couple logged an application for compensation last month but it was rejected.

In an e-mail, the airline told them: “We apologise for the interruption to your travel plans.

“It is never our intention to delay or cancel flights and we regret this was your experience.

“A review of your claim for compensation pursuant to the APPR [Air Passenger Protection Regulations] has been completed taking the flight itinerary into consideration, which includes the original departure city to the final destination.

“Upon review of your reservation, we are unable to approve your claim for compensation as the most significant reason for your flight interruption was due to operational delay and outside of WestJet’s control.

“Situations surrounding flight disruptions can be complex and have multiple causes.

“This reason may change as the situation evolves, new issues arise, or new information is received.”

The Barritts replied to the airline, taking issue with its decision, but were told that another review of the claim reached the same conclusion.

They were informed by e-mail: “As such, your claim has been closed and there will be no further escalation within WestJet.”

Mr Barritt said that rejecting the claim and to say the disruption was not within WestJet’s control was “audacious”.

He added: “We were told that if we didn’t like their decision we could complain to the relevant regulatory authority.

“I went on their website and was informed complaints could take up to 18 months to process.”

Mr Barritt felt the systems appeared to discourage claims, “to the benefit of the airline ... terrible customer relations.”

He said this week: “It left a very poor taste in our mouths."

Mr Barritt said: “I would like to see them do better not just by me but by other people that may find themselves in the same boat at some point.

“Their system is clearly not working, as far as I’m concerned.

“It’s the whole experience from just being notified the night before and then being directed without so much as asking what flights you would prefer to take as a result.

“Just unilaterally deciding how they’re going to reroute you, particularly through another country, seems to me to be wrong.

“Then to basically fob you off thereafter, it’s dreadfully poor.”

WestJet was asked for comment but none was provided by the time of publication.