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WestJet outage cancelled more than 200 flights

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WestJet says more than 200 flights have been cancelled as a result of a system outage this weekend, and more delays and cancellations “will be required” in the coming days.

The outage was the result of “a cooling issue” in the airline’s primary data centre, according to a message to passengers issued Sunday by Diederik Pen, WestJet’s executive vice president and chief operating officer.

While Pen says the issue has been resolved, his statement also acknowledged that the company’s technology systems are “still experiencing some instability.”

“Unfortunately, due to the scope of yesterday’s network impact, we continue to see residual disruptions,” Pen’s statement reads.

“Further delays and cancellations in the coming days will be required, as we work diligently to recover our operations.”

AIR CONDITIONING SYSTEM BLAMED

In an interview with CTV News Channel on Sunday, Pen elaborated on the cooling issue, saying the air conditioning system in the company’s data centre shut down around noon Saturday and couldn’t be restarted.

“As a result, our entire computer data centre overheated and shut down,” Pen said. “It’s the core of our system, and it, unfortunately, took nine hours for the system to be restarted.”

Pen told CTV News Channel there had been 144 cancelled flights on Saturday and 100 on Sunday, a significant disruption that he said would continue to have ripple effects through the company’s system this week.

Asked how many days he thought it would take for WestJet to get back to normal, Pen declined to offer a specific timeframe.

“I don’t want to make any false promises,” he said. “We believe it will take tomorrow and potentially the day after for everything to be back to normal and stable.”

He said roughly 6,500 guests affected by the cancellations still need to be rebooked, and the airline is adding flights to its schedule wherever it can to accommodate them.

‘FULL REVIEW’ OF INCIDENT PLANNED

The airline said the outage affected its ability to share information with passengers.

Many customers took to social media to express their frustration, saying they had been waiting hours in check-in lines and had missed connections as a result.

They also criticized the airline for a lack of communication about what was going on, criticism Pen acknowledged in his statement and in his interview with CTV News.

“On behalf of the entire WestJet team, we sincerely apologize to all guests for this unforeseen disruption to their travel plans and the resulting impact on communications, affecting our ability to relay information,” Pen said. “We deeply regret this weekend’s extraordinary events that prevented us from delivering the experience our guests deserve.”

The airline says it’s currently “experiencing very high volumes” on its phone, email and social media support channels, and asks guests to check the WestJet app or the company’s website for up-to-date information on their flights.

“In an effort to assist guests with imminent travel plans, we are asking all other guests to refrain from contacting us until 72 hours in advance of their flight to ensure we are able to prioritize calls,” Pen said.

“Re-accommodation options for all impacted guests will be communicated through email as soon as possible. Unfortunately, we are unable to assist guests who are coming to our airports for re-accommodations.”

Pen said the airline is conducting “a full review” of the incident.

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Transat AT reports $39.9M Q3 loss compared with $57.3M profit a year earlier

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MONTREAL – Travel company Transat AT Inc. reported a loss in its latest quarter compared with a profit a year earlier as its revenue edged lower.

The parent company of Air Transat says it lost $39.9 million or $1.03 per diluted share in its quarter ended July 31.

The result compared with a profit of $57.3 million or $1.49 per diluted share a year earlier.

Revenue in what was the company’s third quarter totalled $736.2 million, down from $746.3 million in the same quarter last year.

On an adjusted basis, Transat says it lost $1.10 per share in its latest quarter compared with an adjusted profit of $1.10 per share a year earlier.

Transat chief executive Annick Guérard says demand for leisure travel remains healthy, as evidenced by higher traffic, but consumers are increasingly price conscious given the current economic uncertainty.

This report by The Canadian Press was first published Sept. 12, 2024.

Companies in this story: (TSX:TRZ)

The Canadian Press. All rights reserved.

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Dollarama keeping an eye on competitors as Loblaw launches new ultra-discount chain

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Dollarama Inc.’s food aisles may have expanded far beyond sweet treats or piles of gum by the checkout counter in recent years, but its chief executive maintains his company is “not in the grocery business,” even if it’s keeping an eye on the sector.

“It’s just one small part of our store,” Neil Rossy told analysts on a Wednesday call, where he was questioned about the company’s food merchandise and rivals playing in the same space.

“We will keep an eye on all retailers — like all retailers keep an eye on us — to make sure that we’re competitive and we understand what’s out there.”

Over the last decade and as consumers have more recently sought deals, Dollarama’s food merchandise has expanded to include bread and pantry staples like cereal, rice and pasta sold at prices on par or below supermarkets.

However, the competition in the discount segment of the market Dollarama operates in intensified recently when the country’s biggest grocery chain began piloting a new ultra-discount store.

The No Name stores being tested by Loblaw Cos. Ltd. in Windsor, St. Catharines and Brockville, Ont., are billed as 20 per cent cheaper than discount retail competitors including No Frills. The grocery giant is able to offer such cost savings by relying on a smaller store footprint, fewer chilled products and a hearty range of No Name merchandise.

Though Rossy brushed off notions that his company is a supermarket challenger, grocers aren’t off his radar.

“All retailers in Canada are realistic about the fact that everyone is everyone’s competition on any given item or category,” he said.

Rossy declined to reveal how much of the chain’s sales would overlap with Loblaw or the food category, arguing the vast variety of items Dollarama sells is its strength rather than its grocery products alone.

“What makes Dollarama Dollarama is a very wide assortment of different departments that somewhat represent the old five-and-dime local convenience store,” he said.

The breadth of Dollarama’s offerings helped carry the company to a second-quarter profit of $285.9 million, up from $245.8 million in the same quarter last year as its sales rose 7.4 per cent.

The retailer said Wednesday the profit amounted to $1.02 per diluted share for the 13-week period ended July 28, up from 86 cents per diluted share a year earlier.

The period the quarter covers includes the start of summer, when Rossy said the weather was “terrible.”

“The weather got slightly better towards the end of the summer and our sales certainly increased, but not enough to make up for the season’s horrible start,” he said.

Sales totalled $1.56 billion for the quarter, up from $1.46 billion in the same quarter last year.

Comparable store sales, a key metric for retailers, increased 4.7 per cent, while the average transaction was down2.2 per cent and traffic was up seven per cent, RBC analyst Irene Nattel pointed out.

She told investors in a note that the numbers reflect “solid demand as cautious consumers focus on core consumables and everyday essentials.”

Analysts have attributed such behaviour to interest rates that have been slow to drop and high prices of key consumer goods, which are weighing on household budgets.

To cope, many Canadians have spent more time seeking deals, trading down to more affordable brands and forgoing small luxuries they would treat themselves to in better economic times.

“When people feel squeezed, they tend to shy away from discretionary, focus on the basics,” Rossy said. “When people are feeling good about their wallet, they tend to be more lax about the basics and more willing to spend on discretionary.”

The current economic situation has drawn in not just the average Canadian looking to save a buck or two, but also wealthier consumers.

“When the entire economy is feeling slightly squeezed, we get more consumers who might not have to or want to shop at a Dollarama generally or who enjoy shopping at a Dollarama but have the luxury of not having to worry about the price in some other store that they happen to be standing in that has those goods,” Rossy said.

“Well, when times are tougher, they’ll consider the extra five minutes to go to the store next door.”

This report by The Canadian Press was first published Sept. 11, 2024.

Companies in this story: (TSX:DOL)

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U.S. regulator fines TD Bank US$28M for faulty consumer reports

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TORONTO – The U.S. Consumer Financial Protection Bureau has ordered TD Bank Group to pay US$28 million for repeatedly sharing inaccurate, negative information about its customers to consumer reporting companies.

The agency says TD has to pay US$7.76 million in total to tens of thousands of victims of its illegal actions, along with a US$20 million civil penalty.

It says TD shared information that contained systemic errors about credit card and bank deposit accounts to consumer reporting companies, which can include credit reports as well as screening reports for tenants and employees and other background checks.

CFPB director Rohit Chopra says in a statement that TD threatened the consumer reports of customers with fraudulent information then “barely lifted a finger to fix it,” and that regulators will need to “focus major attention” on TD Bank to change its course.

TD says in a statement it self-identified these issues and proactively worked to improve its practices, and that it is committed to delivering on its responsibilities to its customers.

The bank also faces scrutiny in the U.S. over its anti-money laundering program where it expects to pay more than US$3 billion in monetary penalties to resolve.

This report by The Canadian Press was first published Sept. 11, 2024.

Companies in this story: (TSX:TD)

The Canadian Press. All rights reserved.

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