Rocky Neufeld had settled into his seat on a WestJet flight from Edmonton to Fort McMurray, Alta., in February 2025 when a gate agent boarded the plane with unexpected news.

"The person said, 'This flight's cancelled,'" recalled the Winnipeg resident. "'We need the tail [aircraft] for another flight.'"

Neufeld and about 10 other passengers were told to get off the plane.

Then came the email.

WestJet told passengers the cancellation was due to "unplanned aircraft maintenance" required for safety.

That did not match what he had just been told on the plane. And it meant WestJet didn’t have to pay compensation.