Hello, I'm writing in today to voice my concerns about about several aspects of my recent experience with WestJet. My family and I flew to and from New Brunswick and Alberta this week for a funeral. Right off the bat, getting through to anyone to book bereavement flights was a ridiculously long and frustrating process. We waited on hold for five hours to get through to anybody to get the flights booked—considering the nature of dealing with family deaths, this is already unacceptable. People dealing with death do not need the added frustration of being forced to call in to ludicrously long wait times to try to get somewhere on a short time line. Your bereavement calls need to have their own queue so people get through faster during these time-sensitive situations—or better yet, allow people to book these flights online. The website cites the need to provide particular documentation to book bereavement flights as the reason we HAVE to call, and yet we were not required to provide any of the documents the website or online chat specified. If the flights can be booked without needing to provide those after all, then there's no reason people shouldn't be able to book online. There's no need to make an incredibly hard situation on families any harder than it already is. Our flights were also delayed both headed to our destination and headed home. Yet again on a very time-sensitive issue, we were delayed around 40 minutes on our way out of Calgary, adding the stress of potentially missing our connecting flight to our existing stress. On our way home, it was the same story, being delayed over an hour—this may have been a failing moreso on Moncton Airport's part, I'm not sure, but we barely made our connecting flight to get home as well. Now that we're home, we open our luggage up to find a number of priceless family heirlooms left to us from our family member's estate shattered into pieces, a few of them irreparably so. These items were wrapped in clothing, towels, and blankets in a manner that would prevent them from moving as much as possible and were put inside hardcase suitcases that were labelled "fragile" at my request to the airline. It's not my first rodeo bringing breakables home on a plane, and I am confident our packing of these items was more than sufficient to prevent these items from breaking. There are members of our family left behind now that are heartbroken to have lost these things, and it begs the question of how rough WestJet's employees handle your clients' luggage. We made sure these bags were appropriately labelled so this wouldn't be an added sadness on top of existing grief, and somehow someone in the WestJet line made sure it was for naught. I've previously never had an issue with flying with WestJet but the level of disappointment my entire family now has in this airline likely means we will not be continuing our business with this airline.