Jeff Berman’s flight from Seattle to Quebec City was a nightmare. A delay on the first leg of his flight left him stranded in Calgary, and the only way out was to buy a new ticket to his final destination.
Does his airline owe him a refund for the extra $1,558 he had to spend?
It might be an open-and-shut case if it were just one airline. However, we’re discussing a code-sharing arrangement between Delta Air Lines and WestJet. Code-sharing is when one airline sells seats on a flight operated by another — in this case, Delta sells seats on WestJet. Berman and his wife, Josette, were stuck between the two companies.
“WestJet customer service refused to help us continue onward by rebooking us and said that this was Delta’s responsibility as that was where we purchased our tickets,” he recalls.
Berman’s case raises a few questions:
- Who is responsible when something goes wrong with a code-share flight?
- What should you do when you’re stranded after a code-sharing problem?
- How do you resolve a problem with airline code-sharing?
“No one took responsibility for helping us”
The trouble started when the Bermans began their trip to Quebec City. Their outbound flight on Delta got a late start. By the time they arrived in Calgary, their connecting flight on WestJet had already departed.
Berman wasn’t worried because he thought Delta would rebook him on the next flight to Quebec City.
But he should have been worried. At the WestJet service counter, a representative dropped some bad news on them: Since they’d purchased their tickets through Delta, their code-share partner, it was up to Delta to get them to Quebec City.
“We tried multiple times both with Delta and Westjet, in person and by phone,” he explains. “No one took responsibility for helping us.”
With nowhere to go, Berman bought two tickets on Air Canada to get to Quebec City.
“It was quite expensive,” he says. “It was likely the worst flight experience that my wife and I have ever had — and I’m 74 years old.”
Since returning home, Berman has attempted to obtain a refund from Delta and WestJet. However, the airlines point fingers at each other, each blaming the other for leaving the passengers stranded.
Who is responsible when something goes wrong with a code-share flight?
Berman’s complaint to Delta’s customer care department, in which he requested assistance with recovering his out-of-pocket expenses, elicited a response.
“Please be advised that Delta and Westjet has [<em>sic</em>] an agreement that flight disruptions are the responsibility of the operating carrier,” it said. “That being said, you may coordinate with WestJet to ascertain the reason for cancelling your flight, as well as for any compensation related queries. Please do note that this also applies to flights wherein it is ticketed by Delta, but is operated by WestJet. You may reach them at 888-937-8538 or through email at [email protected].”
In other words, talk to WestJet.
There’s more. Since the flight operated in Canadian airspace, it was subject to Canada’s aviation protection laws.
For a delay that is “within the airline’s control,” Delta or WestJet is required to provide assistance, offer alternate travel arrangements, or a refund, and pay compensation for the inconvenience. Even for delays, cancellations, or missed connections outside the airline’s control, the operating carrier — in this case, WestJet — is still responsible for making alternate arrangements.
Neither airline would say why the flight was delayed, but based on the responses — and non-responses — Berman received, it was clear that they believed the flight delay was outside their control.
Still, shouldn’t Delta rebook the Bermans on the next available flight? Yes, according to its customer commitment, it should. (Here are the customer commitments of the major U.S. airlines.)
So why didn’t it? It’s hard to say. The Bermans claim they never received a confirmation number for their WestJet flight, so it’s possible that an error occurred during the booking of their original ticket and that they didn’t have a connected itinerary. Even so, someone at Delta should have been able to help them sort this out.
What should you do when you’re stranded after a code-sharing problem?
Code-share flights can be a traveller’s worst nightmare. These complex arrangements between airlines, where one carrier sells tickets for another’s flights, create a tangled web of responsibility that can leave you feeling helpless.
When you find yourself in this frustrating situation, your first line of defence is immediate communication.
- Know your passenger rights. In the United States, the Department of Transportation mandates specific protections for travellers, even on code-share flights. If you’re stranded because of a flight cancellation or significant delay, you may be entitled to accommodations, meals, or even alternative transportation. European travellers have even stronger protections under EU regulations.
- Contact both airlines involved in the code-share immediately. The airline that issued your ticket (your ticketing carrier) is legally responsible for resolving your travel disruption, even if the operating carrier is different. Have your booking confirmation, ticket number, and flight details ready.
- Document everything meticulously. Take screenshots of your original booking, keep all communication records, and collect contact information for airline representatives. In the digital age, a paper trail can be your most powerful ally when seeking compensation or rebooking.
- Leverage your loyalty program memberships. If you’re a member of a frequent flyer program, please get in touch with its customer service department. Often, these dedicated teams can provide more personalised assistance and have more flexibility in resolving complex travel issues than standard customer service channels.
- Stay calm but persistent. Airline staff are more likely to help passengers who are polite yet firm. Ask specific questions: What are my exact options? Can you book me on the next available flight? Will the airline cover my additional expenses?
It’s essential to resolve a flight connection problem like Berman’s in real-time — don’t wait until you get home. And avoid making a snap decision to book a replacement ticket. Airlines are typically very reluctant to reimburse passengers for tickets on other airlines.
How do you resolve a problem with airline code-sharing?
Berman’s instincts were right — to a point.
What he got right:
He attempted to resolve the issue at the airport. Talking to WestJet and calling Delta was the right move. You don’t want to sit around and wait for a problem like this to fix itself. You have to lean on the airline that sold you the ticket — in this case, Delta — as well as the operating carrier, for relief.
He kept excellent records of his misadventure. Tickets, receipts, emails — Berman had it all. That’s the best way to resolve something like this. Have all your facts lined up.
He kept most of his correspondence in writing. Again, having a paper trail is crucial to a successful resolution. Talk is cheap.
And of course, Berman had the good sense to contact my advocacy team.
What he got wrong:
He bought a new ticket right away. It’s unclear how long Berman waited before deciding to buy the Air Canada tickets to Quebec City, but I think he should have been a little more patient. Delta is contractually obligated to help a stranded passenger, and chances are it would have come through — eventually.
He didn’t enlist a travel agency. If he had booked through an online travel agency, he could have—and should have—asked the agency for assistance. It might have had the resources to help him.
Overall, I think he did a good job of trying to get this sorted. But somehow, Delta and WestJet got their wires crossed on his flight.
What WestJet said when we contacted it
Our advocate Dwayne Coward took up the Bermans’ case. He specialises in this type of problem and is well-versed in the minutiae of airline regulations.
Dwayne decided to inquire about this situation with WestJet. A few days later, Berman had an update.
“We got an actual call from a senior customer service representative,” Berman told him. “He was super apologetic and agreed that they made a big mistake.”
The WestJet representative said he was “disappointed” in how the passengers were treated.
“So, they did grant us airline credit,” Berman says, “His quote was ‘I can’t go and start handing out money, we are not a bank’,” which I wasn’t expecting anyway and mentioned that in my complaint email to them prior.”
WestJet gave the couple a $1,000 airline credit, which the Bermans gratefully accepted.
Oh, and that quote about the airline not being a bank? I’m not surprised that the WestJet agent said that, and I’m pretty sure neither are you.
I’ve always been sceptical of code-sharing. It’s suitable for airlines, but not always beneficial for passengers. Maybe they should just be honest about whose plane it is — and whose responsibility it is when something goes wrong.
By Christopher Elliott
BIO:
Christopher Elliott is an author, consumer advocate, and journalist. He founded Elliott Advocacy, a nonprofit organisation that helps solve consumer problems. He publishes Elliott Confidential, a travel newsletter, and the Elliott Report, a news site focused on customer service. If you need help with a consumer problem, you can reach him here or email him at [email protected].
