WestJet Airlines
reviews and complaints

My partner had a flight from Peru to Toronto and West Jet lost her baggage.

I filed a missing baggage report and 5 days have not heard nothing from them. A nightmare when trying to get a real person on the phone. what ever happened with actual customer service?

I wanted to write to talk about an issue with my baggage that did not arrive on my flight from Toronto, via Edmonton, via Vancouver to Kelowna BC. My luggage did not arrive when my flight arrive on flight WS3326. The attendant advised me that there was no further flights coming in from Vancouver last night, even though one did land one hour later. Simply put, I would have stayed at the airport until my missing bag arrived. What is more frustrating is that I received a call from the Agent at 9pm who stated that my luggage had arrived. I asked if it could be delivered last night of which I was told no.

This morning I called the Courier Company who delivers lost baggage on behalf of WestJet and was told, my baggage could have been delivered last night if Westjet would have requested it. I told the agent that I had medication in my bag that was required and the attendant made no attempts to get me my baggage last evening and I received it at 11:30 this morning. What concerns me most, is your staff doesn't even know when your own flights arrive in Kelowna and she made no attempt to make it right. This is completely unacceptable performance by staff of WestJet

Flight cancelled due to airplane malfunction, i had my seat number 22c

and when i got to the airport my flight was cancelled and when i file a complaint they tell me no refund but all i want is a credit for the flight from montreal to edmonton, no luck so far,

flight october 2, 2021 9am itlhrf

ticket number [protected] flight ws549

patrick mcdonough

email [protected]@hotmail.Com

I have a service dog and purchased airfare for myself, my husband, and my friend (who is also traveling with a service dog) through WestJet for a round trip July 5th-17th 2022 from southern California to Alberta and back. We saw the policy regarding giving at least 48 hours notice regarding service dogs, so I called WestJet on June 20th 2022 to make sure the two service dogs were part of our booking. I was asked how large the dogs were, and I said the one was ~68lbs and the other ~75lbs. The agent on the phone told me that it was likely we would need to purchase an additional ticket for both dogs. I told her that both dogs have flown before, and flown comfortably under the seat in front of me. I was told again that WestJet strongly encourages the purchase of an additional seat for each dog as they would likely be denied boarding at the gate and I'd be forced to purchase the tickets there. If there wasn't a ticket on the flight we'd been denied boarding on, then I would be forced to purchase two tickets (four total new tickets for myself, my friend, and our two service dogs) on a different flight with no refunds and at full cost to myself. I asked about moving the tickets to bulkhead and was told that it would cost additional fees. I then went to the airport and spoke with the ticket counter agent. After an hour, I was given the information within the manual regarding service dog sizes that require additional seating. Both service dogs on my reservation fit within the single seat single ticket requirement, but the counter agent told me that there was no guarantee that the flight crew wouldn't look at our dogs and assume they're too large and deny boarding. They wouldn't measure the dogs at the gate, and we wouldn't be allowed on the aircraft to prove that the dogs would fit (these dogs have both flown several times on different aircraft and always have fit under the seat in front of their handler). I informed the agent that I was unable to afford these additional tickets, and couldn't travel on WestJet knowing that there were these policies in place that could, at any time pre-boarding, end up costing me hundreds of dollars arbitrarily. The ticket agent told me that I should be able to get a full refund if I called the main WestJet phone number. When I did, I was told that no refund would be given. At this point, they did offer me free upgrades to bulkhead. I asked if there were guarantees that the flight crew would allow the service dogs on our reservation onto the aircraft or if they would still have the option to deny boarding because of their size, and was not given a clear answer. Due to the fact these are absolutely predatory practices (having the flight crew arbitrarily able to decide whether the dog is or isn't too big by eyeballing it), I asked for the refund the ticket agent said I should get. I was refused, and told to reach out to the Canadian Transportation Authority.

No matter what I do or who I get on the phone, I am blocked using travel credit to book a new flight on Westjet. Have been referred back and forth from Cheapoaire and Westjet without resolution. The major frustration is the new roadblocks are thrown up to prevent me from using my travel credit. It seems fraudulent. The instruction says book by July 30, 2020. Later I was told that I have to fly by that date. Then I was told that the flight date could be December 30, 2020. Then I was told that it had to be from Europe to Canada only. New policies are being quoted that prevent me from using my credit.

In August of 2019, we booked WestJet flights to Newfoundland (we chose and paid extra for the "Flex" option so that we would not have to pay a fee for cancelling or changing flight times) for a trip to be taken in June, 2020...a family vacation to celebrate our 50th wedding anniversary. Of course, due to the Covid pandemic we were unable to go in June, 2020 so we cancelled our flights about 2 weeks before we were due to leave but could only open a Travel Bank account for our refund.

In October of 2020, we re-booked our flights for June of 2021 (at a slightly higher fare and adding our son to the trip) totaling $2,280.12.

On May 18, 2021, we received notification from WestJet that our flight times were changing from: leaving Toronto at 1:15pm to: leaving at 9:00am. Plus, they added a stop in Halifax for 1.5 hrs. making us even later getting to St.John's and picking up our rental car. Also, our return flights were changed from: leaving Deer Lake, NL at 1:55pm, July 3 to: leaving at 6:00am, July 4! (of course, we had no hotel booked for this extra night WestJet added.) Note: We did NOT accept this itinerary change (through a link on their email notification) but thought we could try to make alternate arrangements for these changes. Also, we were waiting to see if NL would be open for tourism by the time were were due to arrive on June 24. In the end, NL was not opening up until July 1 so again, on June 17, we cancelled our flights and again, we had to have our refunds processed to our Travel Bank.

In July of last year, we heard that WestJet was offering refunds back to the original source of payment, ie. our credit card. I checked their website and it stated that we could get a refund if WestJet had changed flight times by more than 90 minutes (this offer is still on their website) so, as we were definitely in this category, I sent in the refund request form on July 15, 2021. Then we waited, and waited...but, we understood they likely had thousands of refund requests to process. However, by March of this year, 8 months after submitting the request, we were out of patience.

On March 10, 2022, I called WestJet and was escalated to the refunds area (the general call centre won't take calls regarding refunds). I was told that my request had been approved and I would see it on my credit card statement and yes, I did...but only for the difference in the extra air fare from 2020 to 2021 for a grand total of $114.96!

On Mar.14, I called to question this partial refund and was told that, unfortunately, I would have to submit a 2nd refund request (plus a 3rd one as we had added our son after our original booking) using the original confirmation codes from 2019's bookings and I did this the next day, Mar.15. I asked the rep (since I had already been waiting 8 months) if she could see to it that the 3 requests were linked so they could see it as the whole picture to avoid more wait time but she said she couldn't do that.

On May 6/22, after another 7 weeks of waiting, I called again to follow up. This time, the general call centre rep told me she could not escalate my call to the refunds area (why could they in March but not in May?) and that they were working on refunds as quickly as they could and to be patient. I told her that 10 months of waiting was not "as quickly as possible" and my patience has run out. I asked to speak with her team leader but she told me that she was unable to put calls through to him or her.

Today is June 20 and we still have heard nothing from Westjet.

We are in our 70s and who knows if or when we will be able to travel in future.

My name is Catherine Haddon (you may know me as UKMVKM)

I’m not sure who will read this, or if anyone cares, but I really wanted to share my experience with the management at West Jet airlines.

I have been a loyal customer to West Jet for many years. I fly yearly (some times twice) to vacation destinations, mostly international (Mexico, Europe, US etc…) and every time I make sure West Jet is number one on my list to book a flight with.

My husband and I were planning for years to take our whole family (3 adult children, a fiancé and my oldest sister) on a trip to Mexico at our expense. This was finally the year we could do it and of course, we made sure all flights were through West Jet our favorite airline.

Every thing went smoothly until our return home on a connecting flight in Calgary. First there was a medical emergency on our flight arriving in Calgary which caused a delay getting off the plane, then customs and security were extremely backed up and the crew at West Jet knew all about the problems with the overloaded security. I wasn’t worried because we were flying with West Jet and there is no way they would leave their customers behind. I even assured other people in the same situation not to worry because I was positive West Jet would wait for us.

Boy was I wrong.

This was the last flight leaving Calgary for Vancouver. (11:15 pm). We were all very tired and hungry (pretzels and water didn’t cut it). And no restaurants open in the airport.

We made it to our gate late of course because of the airport security, but the plane was still there. There were other people waiting at the gate when we arrived. They informed us that they closed the gate and would not wait for us. WEST JET ABANDONED AROUND 30 PEOPLE IN CALGARY! No place to go…no place to eat andTo spend the night in a cold empty airport with my family and my 70 year old sister (who froze all night because we were definitely not prepared to sleep in an airport over night)

A couple we were travelling with made it on the plane because he injured his back and was whisked through security in a wheel chair. They told the crew on the plane that we were stuck in the long line up in security (apparently along with many others who were suppose to be on that plane). They were shocked that they didn’t even wait an extra 5-10 minutes. Which that is all it would have took to get the rest of your customers on that plane.

The plane was HALF EMPTY and it still left! I did call and put in a claim for some sort of compensation and or apology. I received nothing that would explain why West Jet would treat their customers this way. I am sure you have heard form the other people who were also left behind on that flight. Believe me we were the calm ones.

I cannot tell you how disappointed I am with West Jet.

I just got back from a Europe vacation and I booked another vacation in Costa Rica for next spring. AND I COMPLETELY AVOIDED BOOKING WITH WEST JET. You have lost two good customers and everyone else I can tell about the horrible experience and crappy treatment from you

In case you care the date was March 17, 2022 Flight WS135

Back in 2019 myself and my daughter booked a trip to California.

We booked flights from London to LAX then booked Westjet to fly to Toronto to visit relatives.

As soon as Covid hit our flight from London to LAX was cancelled and we were refunded immediately by Norwegian Airlines.

On hearing this got onto Westjet who refused to give us a refund as the flight was not cancelled at their end, but tried to explain we could not get to the USA due to Covid.

Then Westjet changed our flight as said could not fly to Toronto and we were told we were flying to Calgary. I rung once more and said they had broken the contract of our flight and requested a refund to which was refused again.

I have now been trying for 3 years to get a refund and have spoken to some extremely rude and unhelpful people at West jet.

Trip dates, May 27th - June 3rd 2022, Destination, Platinum Yucatan Princess, Cancun, Mexico, Promoted as a 5 star resort. Refence #2964912/ File # 4139 and we have contacted our Travel Agent.

The complaint is that West Jet classed this resort as 5 star. It certainly is not. Not only does he room they show online having 2 beds not exist, they were very rude and not accommodating until I mentioned posting on social media. They wanted me to sign a form accepting a downgrade with no restitution as well, when I made notes on it, they threw it out and wanted me to sign another. The gym needs a complete overhaul. Also, we had access to the sister resort at which we planned to dine at the Fondue restaurant and the seafood restaurant. We went to concierge to make reservations and the at the time we were told that those restaurants were not open. Again, misrepresentation of their resort on line. Aside from that, being able to get towels was nearly impossible and they were mostly soiled or stained as were the linens. The loungers, broken umbrellas, leaky ceilings and broken soap dispensers. It was shocking as we paid for 5 star. This resort at best should have been rated at a 3 star. Further, the resort was infested with bed bugs and all of our clothing and luggage that was bought back had to be dispose of as result eggs being nested in our luggage bags that were just purchased before Christmas.

Our family of four were booked to fly ylw to yvr to hnl on 01 jan 2022.

We arrived at ylw airport and after a short delay we were flown to yvr. We then were to change plans and fly from yvr to honolulu that day. Shortly after arrival we got an email stating our flight was cancelled. We proceeded to the yvr check in counter and were told that we rebooked for the next morning to fly to hnl. We only had a short window of travel period and decide to return back to ylw. We asked if this was covered and if we would get our tickets fully refunded if we did this before we made our decision. The yvr manager for west jet said yes we would so we went home. West jet knew that they were cancelling our flight to hnl before we boarded in ylw but still let us get on the plane and travel to yvr to just turn around and go home. I have for 6 months been trying to get a refund and get no reply but emails. West jet cancelled our flights due to covid loads and now has refused to refund our tickets stating we used the tickets by returning back to ylw. First of all we should not of been put on the flight to yvr when wj already knew our yvr to hnl flight was being cancelled, the airport manager and staff in yvr told us this. Second point is wj can not state we used our ticket value from ylw to hnl by returning back to ylw from yvr. I request a complete refund for files crtrju and bimegx. To make matters more confusing when they rebooked us back to ylw they changed the record locator to aycezo for our return flight back to ylw from yvr. My husband and myself were booked in premium economy as well so the tickets were not in expensive.

I’m on flight number eybqsl june /2022. Sat on plane on tarmack for 45 min, plane had issue had to get off and wait for another plane 45 min more to board another plane. Not happy at all.

Name Claire LaPointe

Phone [protected]

Due to our first flight being over 3 hours late we ended up missing our connection in Toronto. We were automatically rebooked to a later flight but that ended up being cancelled. Went to the customer service agent in Toronto, got vouchers for a hotel and meals and were rebooked for a flight at 8 am. Sometimes things are beyond an airline's control and this was the service I would expect.

But then we went to the hotel after a delay retrieving baggage to find that Westjet had only reserved 15 rooms and they were all taken. While in the lobby 4 other couples showed up with the same issue. We all called Westjet customer service to be told it closed at 8 and to go back to the airport to talk to customer service there. The hotel restaurant was also closed and actually closed before the vouchers were even issued!

I felt abandoned and was not going to waste hours in line to find a resolution so called around and found a hotel.

After the trip I filled out the paperwork for compensation and apparently the wait time is up to a month?

I called in on June 2 2022 at between 730 and 9 PM because my flight was cancelled 10 minutes before departure, after nearly 1 hour I was connected to

an agent called Presless, she said her number is 22192. She insisted I go to a web site when a computer was not available to me. Eventually I lost my cool and I apologize for that. I urge you to listen to our taped conversation and access

how professional she is.

I was rescheduled to fly on June 3rd at 10AM which was very inconvenient for me. I managed to arrive at the airport at 7AM only to have the fight delayed until 11AM. Spending unnecessary time at the airport is not a pleasant experience.

When the flight finally got underway it was smooth, not crowded and I was assigned a forward seat which was really appreciated.

John Friesen memeber #[protected] phone [protected]

I flew on a Westjet flight on May 30 (landed at 12:30 am)

My bag was not on the flight with me when I landed

I made an immediate claim at the airport for my missing bag

Was given a ticket number and told that someone would call me May 30 to arrange delivery

The bag was going to be put on the next flight to Abbotsford airport

It arrived at the Abbotsford airport May 30 at 10:30

May 30 I did not receive a call to arrange delivery of my bag

I waited patiently until May 31 and then called the airport as I was directed to

No answer - LM #1

No return call

I then called WestJet customer service

After 2,5 hours on hold I was told my bag was in Abbotsford on May 30 at 10:30 am and it was out for delivery May 31 and I would get a call for delivery

I offered a local address in Abbotsford to expedite the process and they took this address and said delivery by 7 pm would be arranged

I was only in Abbotsford for that ONE day May 31

I was clear this was a delivery address for this one day only otherwise it would need to go to my home address in Chillwack

May 31 there was no delivery and no call

I called the airport again - no answer so I left message #2

No response

June 1 I called Westjet again

After another 3 hours on hold I finally spoke to somone and they updated the delivery address to my home adsdress in Chilliwack again

Promised me it would be delivered by 3 pm that day

She gave me the where is my suitcase website to track the delivery

Again no delivery June 1

I stressed that I had custom dental equipment in this bag that I needed urgently - it cannot be replaced easily

I kept tracking the delivery on where is my suitcase

It showed picked up at airport on May 31 at 11:35

They have had my bag since May 31 and no attempt at delivery as promised multiple times

I keep tracking the bag and every 15 min it just keeps adding 15 min to the delivery time

I did this about 15 times over May 31 - finally at 10 pm my bad delivery was updated to 1:07 am

Clearly the tracking is of no value - it just continually bumps the time eveyr 15 min to a later time

June 2 - I called Westjet again

On hold for 1.5 hours - disconnected randomly

I tried again 2.5 hours on hold and finally get to talk to someone and they just feed me the information from the where is my suitcase tracking

I tell them this is useless information

I have been tracking it all May 31 and they just keep changing the time to a new delivery - even to ridiculous times throughout the night

She again tried to give me this information from the tracking website and promises it will be there

I refuse to accept this and ask for a manager - she tells me no manager to escalate to

I ask for the courier company that has my bag as I want to contact them to go get it myself

She will not give me the information

Put me on hold while she looks into it - call drops randomly

She calls me back and puts me on hold - call drops again and no call back

I start all over again and am on hold for another 2 hours

Now the tracking website shows my bag is picked up at the airport on Jun 2 at 2:18 - how has this magically changed from May 31 from before

Again the tracking just adds 15 min to the delivery time every 15 min

I finally get to speak to someone else

Explain all over again how the tracking website is useless and I want more help finding my bag

Again I ask for courier company so I can call them myself

She said this information is not available and she has no idea

She will call the airport

Call drops again

She calls me back

She cannot reach anyone at the airport - has no idea who has my bag and will continue to call the airport

I explain I have already left 2 message at the airport and no one will call me back and they will not answer the phone

She will continue to work on this and call me back Jun 3

This is now 5 days without my bag

UNACCEPTABLE customer service

the where is my suitcase has no contact number to call

I have sent them an urgent email (June 2 am) but they have not responded

I sent a follow email Jun 2 evening for follow up

Why does this company not provide a number to call and why do they not reply to emails marked as urgent

How do they give my bag to someone and not know who has it and where it is ? This is ridiculous

I am willing to go get my bag at this point despite this being very far for me to travel

they will not get the information for me to know who has my bag

I need the dental equipment urgently for my health

Why will no one at westjet take responsibility and give me the information about who has my bag ?

I have left another message (#3) at the airport Jun 2

Kelly Loewen

[protected]

Good day,

On June 2nd 2022, Flight WJ433 (4:15pm) from YYZ Toronto Ontario Canada to YEG Edmonton, Alberta Canada, was cancelled. When inquired, there was no reason given. It backed everyone else up, and I had to wait all day in an airport with 2 small children.

Kristina Paulson

[protected]@gmail.com

[protected]

Thank you! Have a great day.

On may 25, my flight with west jet 2703 was to depart from Montego Bay (Jamaica) at 1:15 PM arriving in Toronto 6:23, instead it left at around 2:15,2:20 arriving in Toronto around 7:15 I had a connecting flight to Montreal, boarding time7:20, departing 8:00 PM, I also had to go through customs, after going through customs, it was indicated on a screen that the flight was delayed until 9:25 (flight,3538) at 9:05 we were asked to board the plane we sat on the plane for an hour and half, the only explanation that was given, by the pilot, was that they were waiting for “paperwork “, arrived in Montreal around midnight. to be told my luggage along with everyone travelling on the same flight was not on the plane and it should be on the next flight after filling out a luggage missing form. the flight should be arriving at 12:45. my luggage did arrive eventually. The trip was an inconvenience from the beginning to the end,

Our April 9, 2022 flight from Phoenix to Calgary was changed by WestJet several times and the original booking and farer class was Premium but the flight changes resulted in us being bumped to Economy Class with no compensation. Documents are attached

Wednesday May 25 Westjet flight WS234 Calgary AB to Halifax NS

Seat 4F

On arrival in Halifax I discovered the back of my neck at the hairline was covered with about 14 red welts with central bite marks - Photo attached

Reservation Code = YMJSEJ

Passenger = Marie Paule Chantal Price (WJ rewards number [protected])

I had a flight from Toronto to Calgary 18may2022 flight no 665

boarding time 345pm and flight departure at 4.15pm.

they announced a different gate number and then changed the gate number again. i had to run between the gates. flight let at 3.51pm left gate early

leaving 7 passengers behind.

Why would the flight leave early? is there no timings?

i went to west jet counter they said i had to pay cad 1100 for next flight.

If not then call west jet call centre and talk to them.

I called them it took 1 hour and finally said I have to pay cad 800

West jet agent said they could not do any thing else.

Is this the customer service we get.

I had to buy brand new ticket on lynx.

West jet has some obligations toward their customers.

Who decides the plane has to leave early?

Need some answers. Sorry not enough.

Thank You

THOMAS

It all started April 29/2022 when I went to St. John's airport at 2:30am (no agents there til 3:30 for a 5:00am flight) was first in line went to agent they all seem confused with what was going on with finally did flight never got in from Toronto so all passengers had to get different flights from Halifax (mine was to go to Halifax straight to Calgary but that did not happen had to stop in Toronto and it was a night mare in Halifax but I tried to change my flight while in Halifax because I had such a long layover and another flight was leaving within the hour so everyone tried to get on that but I was told I had to follow my luggage (note at St. John's airport the agents had to had write the luggage because the system would not allow them and I said to myself this is the start of it). So off I go on the late flight to calgary then on to Abbottsford final destination only to get there and no luggage (and I said it when I left St. Johns my luggage is going to get lost) get on the phone for 2 hours waiting to talk to someone finally did his name is John he was I thought knew what he was doing told me luggage did not leave St. John's and it will be put on the 5:00am flight the next morning he gave me a reference number and tracking app and his phone number. I was going to Vancouver the next morning for the BMO race so I had no cloths nothing so I had to go shopping to get myself some cloths til my luggage came spent over 100.00 on cloths and supplies. I leave the store on my way back to Abbottford and get a call from West jet telling me my luggage has arrived and I said it can't be it is in St. John's and she said no it is here then had to go back to airport and there was my luggage I was pissed because I just spent money on cloths and supplies. So that is my way there story and another story for on the way back.

It was a [censored] show literally there was no staff for both of my connecting flights so all flights had to be late and the agents are not the friendliness people when dealing with stress (remember I am travelling from one end of canada til the other end and get home only to wait an hour for luggage because of again no staff.

I am a regular flyer with Westjet and the last 2 times of flying has been hell and now I will be looking at other carriers because I can't deal with all that,

Tracey Aylward

[protected]

[protected]@gmail.com