WestJet System Outage Sparks Travel Chaos: Dozens Cancelled, Hundreds Delayed

(CANADA) WestJet says a major system outage on the morning of August 12, 2025 forced a temporary ground stop and led to widespread delays across Canada and on international routes, including flights to the UK and Mexico. The outage was fixed the same day, but delays and schedule changes continued into August 13, leaving thousands of travelers stuck or arriving late.

Multiple airports reported long waits and urged people to check flight status before heading out. While the cause was technical, the results were very real: missed connections, rebooked itineraries, and a network trying to catch up.

Immediate operational response

WestJet and WestJet Encore paused all departures during the ground stop as teams addressed the system outage, which the airline said delayed the handover of aircraft from maintenance to scheduled operations.

• The US Federal Aviation Administration (FAA) confirmed the ground stop for flights touching the United States 🇺🇸 and said it was lifted roughly 30 minutes later.
• Even after the fix, the airline warned of residual delays as crews, aircraft, and airport slots were reset.

Airports across Canada 🇨🇦 — including Toronto Pearson, Ottawa, Montréal–Trudeau, Saskatoon, Calgary, and Vancouver — reported disruption. Advisory posts asked passengers to check the WestJet website or app for updates and to allow extra time at the airport.

Because airline networks are tightly linked, delays in one place quickly spread to others. WestJet’s overseas and sun routes felt the squeeze too, with travelers on flights to the UK and Mexico facing holds, rolling delays, and, in some cases, cancellations.

“We sincerely apologize to any guests whose travel plans may be affected and appreciate your patience as we work to get you on your way as quickly and safely as possible,” WestJet said.

The carrier told customers to use its online tools to swap flights or request refunds where eligible. It also reminded travelers that disruption alerts are sent by email and text once they check in.

Operations disrupted; recovery into August 13

By late August 12 and into August 13, the network was running again, but schedules were still off balance.

• WestJet has not released exact totals, but multiple airport and industry updates point to dozens of cancellations and hundreds of delays across the two days.
• One canceled plane can remove a later flight from another city, and a crew that times out in one place can leave another departure without staff. Rebuilding the schedule takes time, even after the original problem is resolved.

International links added pressure:

• A delayed Calgary–London service can mean missed connecting banks in the UK.
• A late Toronto–Mexico flight can push tight turnarounds at busy tourist airports.

Separate headwinds did not help. Vancouver International Airport has been coping with air traffic control staffing shortages from May 31 to September 15, 2025. Those staffing limits created extra delays this summer and, on a day like August 12, made recovery slower for some WestJet flights passing through or departing YVR.

Regulators and agencies watched events closely:

• The FAA confirmed and lifted the ground stop.
• In Canada, Transport Canada and the Office of the Privacy Commissioner have been monitoring WestJet’s technology posture since a separate cybersecurity incident in June 2025 that exposed some user data. That June issue did not affect flight safety but raised fresh questions about airline IT resilience during a busy travel season.

Industry analysts note modern airlines depend on many linked systems: maintenance releases, crew scheduling, dispatch, airport operations, and third-party tools. When one key piece fails, the effects can spread fast. Passenger groups, which have pressed carriers to invest more in technology and communication, repeated those calls after August 12.

According to analysis by VisaVerge.com, carriers that send clear, frequent updates and offer easy self-service changes tend to recover faster and reduce customer stress during tech failures.

Guidance for travelers and passenger rights

If your trip was touched by WestJet’s outage, the airline points to several steps:

1. Check your live flight status on westjet.com or the WestJet app before leaving home.
2. Use the “Manage Trips” portal to rebook or request a refund if your flight qualifies.
3. For WestJet Vacations packages, contact the vacations team directly.
4. Watch for automatic notifications; you’re enrolled once you complete check-in.
5. Keep all receipts for extra costs in case you seek reimbursement later.

Practical reminders for time-sensitive travelers:

• If you missed a landing appointment, school orientation, job start, or consular appointment, contact the relevant organization immediately with your new itinerary.
• Airlines do not control visa rules; you may need to adjust separate bookings linked to those plans.

Canada’s air passenger rules set standards for rebooking and refunds when disruptions are within an airline’s control, which includes many technology failures. For details, see the Canadian Transportation Agency’s information for travelers here: https://otc-cta.gc.ca/eng/air-passenger-protection-regulations. That page explains timelines for alternate travel and how to file a complaint if you can’t resolve an issue with the airline.

Traveling to or through the United States:

• Remember US airport operations and customs processes are separate from airline systems. A WestJet delay does not change US entry rules.
• If a late arrival affects a same-day connection, speak with WestJet staff at the airport or use the app to rebook.

Communication and practical tips

The outage also brought fresh attention to communication. Many travelers said they learned about delays first from airport boards or social media. WestJet says it will continue to post travel advisories and status updates on its website. The airline’s advisory page is here: https://www.westjet.com/en-us/get-travel-ready/advisories.

If you’re at the airport, ask staff for printed meal vouchers or hotel letters if they apply to your case.

Simple preparedness tips:

• Carry snacks and medication in your hand luggage.
• Charge devices early and bring portable power if possible.
• Share one contact number with traveling companions so messages aren’t missed.
• For seniors or people with reduced mobility, request assistance ahead of time and reconfirm if your flight changes.

For employers moving staff, expect duty-of-care questions:

• Build in buffer time for start dates.
• Keep stamped boarding passes and booking records for expense claims.

What’s next

WestJet says operations are returning to normal as of August 13, but some delays may linger while the airline repositions crews and aircraft. If your flight is more than a day out, check again the evening before travel and once more on the morning of departure.

Airlines cannot promise that complex systems will never fail, but they can plan for faster recovery. August 12 will likely add pressure on carriers to test backups and improve how they message customers during a fast-moving event.

For now, the practical steps remain simple:

• Confirm your flight.
• Use self-service tools.
• Keep proof of extra costs.
• Know your rights under Canada’s passenger rules.