Coping with Christmas chaos
(December 30) - It is great to be Canadian at Christmas. No matter how we celebrate, there is a common thread of community and family, of sharing and generosity.
We love to go home for Christmas. Sometimes that means staying right where you are. Sometimes home is thousands of kilometres away. This year, getting families together in Canada was more of a challenge than usual.
It took our son 26 hours, door to door, to get from Whistler to Guelph. It could have been longer, and for some people it was. His flight was scheduled to arrive in Toronto at about midnight on the 23rd. It didn’t. It was two hours late getting out of Vancouver. When we saw the delay, we asked Red Car to get him.
Given the weather and short notice they couldn’t make any promises. They weren’t sure when the plane would arrive, nor that there would be a van in the airport when it did. So off we went to get him ourselves.
The roads were awful, and top speed on the 401 was about 50 kilometres per hour. I spent about 10 years commuting up and down that highway. It was about as bad as I’ve seen it, but still passable. We found ourselves behind a truck whose driver didn’t seem to harbour fantasies about running the Indy 500. We stayed comfortably behind it for most of the trip.
At about 1:45 a. m. we pulled into the parking garage at Terminal 3 and found our way to arrivals area B. Flights were landing. People came out of the baggage gathering area and into the arms of waiting friends and relatives. It was hard to say who looked the most tired, those who were waiting or those who were waited for. There’s not an awful lot to do in a situation like that. You make pleasant small talk while standing and staring at the monitors.
We concentrated on WestJet flight 626 which was listed as delayed, arriving at 2:13 a. m. We began to suspect things were going wrong when it still said this at 2:45. About five minutes later a change flashed onto the screen. The flight had been diverted. Mild oaths rumbled through the crowd. We didn’t know where it had been sent. In a moment of wild optimism we thought maybe it went to Breslau.
At that time of night there was no one from WestJet to be found. There was nothing to be done but head back home. We were still in the parking garage when our son called. The plane had circled over Toronto a few times, then peeled off and went to Montreal. It was landing there by the time the airport monitor message changed.
All the WestJet "customer service" agents must have been comfortably tucked away in their beds, because there were none on the job in either Toronto or Montreal.
We made it home a little after four, and Red Car dropped him in our driveway 12 hours later. About 24 hours later we had 19 people for Christmas dinner. One from Scotland, one from Prince George, one from Whistler, one from Vancouver, one from Stratford, four from London and the rest from Guelph.
All’s well that ends well, and our Christmas did. A lot of other Canadians weren’t so fortunate.
One thing still rankles, though. The people who run the airports and airlines like to hide behind a mask of helplessness, saying they are unable to control the weather. That’s all well and good, but they can control service levels.
They have cut back to the point where service is barely adequate in good times, when everything is running smoothly. Throw in the uncertainties of a good old-fashioned Canadian winter and they can’t cope with the chaos. Three planes, from Vancouver, Calgary and Edmonton, were diverted to Montreal in the wee hours of the morning and no one was around to explain anything to anyone.
When this all catches up to them and people stop paying good money for poor service, you can bet what will happen. The airline will rush to Ottawa, cap in hand, begging for bail-out money.
They’ll probably get it.
