WestJet Airlines
reviews and complaints

I am so pissed off I can hardly breathe. I dropped my father-in-law off at the Airport, got his boarding pass, and I asked the attendant for disability assistance because my father-in-law is 91 years old and find it difficult to walk. He walks with tracking poles because of his disability. The check-in attendant just told me that he must go to the security, and they will help him there. He had a carry-on bag and he found it difficult to walk with his tracking poles and to pull his carry-on bag. I helped him to the security gates and asked again for assistance. The security girl just smiled and said there is nothing they can do. I ask her to call for a WestJet worker to help my father-in-law, but she just pulled up her shoulders.

1. The check-in attendant did not call for help. She lied to us when she said they will help us at the security check point. There was no one to help.

2. The security girl did not make any effort to get disability assistance for my father-in-law.

3. There was no WestJet personnel to offer any assistance.

I stood there watching how my father-in-law struggled through the security checkpoint and I wished that all the WestJet and security people there become lame in the legs so that they could feel what my father-in-law had to go through. I will drag WestJet’s name through the mud as far as I go and discouraged all my friends and acquaintances to not make use of WestJet Airlines. You can further read about your poor service in the Calgary Journal. I want to vomit when I see your advertisements about how you care about your passengers. Bull! This is a hypocritical lie.

I was delayed in Lisbon for a day and when they rebooked me the next day froom Lisbon to Toronto they booked me on WS 445 on March 4, 2023. When I got to the Westjet counter they never let me board the flight because for whatever reason when TAP airlines rebooked me it never registerd on Westjets computer so obviously someone did something wrong and I think it was TAP airlines but they refuse to take responsibility and said it was Westjest's fault for not letting board. Can you please help me in getting answers I can also provide documents if need be!

Thank you!

Manuela Medeiros

Early 2020 I booked 5 tickets to Calgary to take husband and 3 grandchildren to Stampede. Stampede was cancelled so cancelled flights. West Jet would not return my money but gave me a travel bank close to $ 3000. January of this year recieved notice it was expiring replied that we have been unable to travel due to my husband's various illnesses and surgery. I can't see how they can just take my money I agree I didn't keep track of it due to other issues but it is my money there should be no expiry date and West Jet should not be able to take money for flights we did not take. I would appreciate the credit pit back into my travel bank.It should have been refunded right at the start.

I am retired living on a fixed income and this for me is quite a chunk of money.

Dear Westjet,

I have been contacting you since last year and you never refunded my lost baggage which completely ruined my holiday in Mexico last year. From the day, my husband and I landed in Mexico in July, I already reported my lost luggage and for 2 weeks until the year is gone, you never answered my call which makes me more disappointed with your services. I want you to fully refund my lost luggage and I believe I am entitled to receive that.

I am not happy with what you have done to me. You have completely ignored my calls and emails and neglected everything.

I would like you to process a full refund of my lost luggage to which I am entitled. to. I would appreciate your immediate help on this case.

On November 13, 2022 I was scheduled to fly to Halifax (Booking Code BUAGOL). The schedule was changed such that it would have taken 36 hours to travel to Halifax with an overnight stay in Toronto. As this was a business trip and coordination with other members of my team was required, this schedule change was unacceptable and required me to book with another carrier. My travel agent was contacted to make the change and a credit note was issued which has not been reimbursed to my credit card.

Contact info: email - [protected]@gmail.com

While travelling in Seat 4F on Flight WS019 from Heathrow to Calgary on March 1, I studied the paper food and wine menu given. The flight attendant got to my seat and informed me that from Seat 1 to Seat 4, 2 food items were already gone. She looked embarrassed. Then, after lunch when I asked for the dessert wine on the paper menu, the same lovely fight attendant sheepishly told me that it wasn’t available and wasn’t stocked on the flight even though it was listed on the menu. She encouraged me to complain because it wasn’t the first time items were not stocked and available. Customers in business class spend a lot of money for the ticket, so this was so disappointing.

Canada's WestJet Airlines is without a doubt, THE brand and customer service that I would rate as the worst that I have EVER experienced. It started last summer, when I received an email from them the day before my flight with them, London to NYC via Toronto the following day. My 2 hour layover was changed to 26 hours... a minor glitch. I asked them for alternative flights, none suited me, so I asked them to cancel and issue a refund for the $1350 I had paid. Refund was their policy. Two hours later, another email, they cancel the flight anyway. I paid $1500 for another flight back and kept on Westjet to get my refund. Slowly but surely they fobbed me off more and more, ghosted me essentially and after the 9th call to remind them: they told me to "never call again, we will not take your call, we are not giving you a refund." I went on a massive Tweet campaign relaying my story and attaching to every other customer inquiry or complaint tweeted to their site and sent copies to CEO, CMO, and Canada Tarnporation Agency for weeks, upon weeks. It grew into massive tweet fest where the people that were angry with (I had no idea that it was going to be large! at least 100-125 different complaints appeared and they started doing the same thing! I tweeted CTA until they acknowledged my tweet and my case went from case number 42,000 to now 16,645 7 months later - an 18 month wait to hear my complaint and the bulk of these are west jet complaints over the past two years. I had no idea they are so resoundingly hated - even by Canadians! Just think: I was GHOSTED by an airlines customer service department! They told me to please not call them again. Apparently, my calling Westjet to complain about pocketing my refund illegally was just a tad too much for them... gave them a collective headache. Across the holidays, not dozens but hundreds upon hundreds of passengers were stranded for up to 14 days in various parts of Canada and overseas. 1000s of items of luggage were lost or reappeared after weeks of tracking. I have never experienced anything like it before. And they have the gall to be rude to customers that complain. I've attached some links.

West Jet agent guided me through buying a ticket for my son. My name ended up on the ticket. She did not tell me that I had 24 hours to look over ticket for mistakes. I had to pay $100 to get my name off and my son's name on ticket! I see on website only 3% of complaints are resolved. Very poorly run business.

original ticket bought March 28/ Changed name on ticket March 30.

We flew from Mazatlan to Calgary on prioity service March 11 2023 on WS2395. We stayed over night in Calgary as there was no flight to Winnipeg. We flew Priority home to Winnipeg on March 12 2023. We noticed our luggage was damaged and spoke to the Westjet customer service agent. She gave us a piece of paper to file a claim.

We unpacked our luggage the next day and took the pictures as was required. We were very busy with mail, income tax, family and getting settled as we had been away for two months.

Today we went to file a complaint for our baggage and we were unable to as the time had passed. There is no time limit on the paper we were given. We are seniors and all the is very confusing with no person to talk with.

I not sure were to start. First of all I booked a 800 dollar 1 way flight to st Johns nl. Not sure if you know this but I can fly return anywhere in Canada for this price but I had to be to work the next day so I had to suck it up and pay this amount. This was my first time flying with your airline. I always fly air Canada exclusively. Because of a major problem with them on this trip I decided why not try West Jet for the first time. Well what a major mistake I made flying with your airline. First impressions are everything. Where I come from we call this a cluster [censored]. Totally unprofessional, not caring and just do anything to get rid of you. I left Montreal late and had only an hour to get my flight. When I landed I ran to gate and they were still boarding. While I am with the agent checking my ticket 3 people come running to the gate. These 3 people are let on and then I’m told they gave my seat away because they thought I wouldn’t make it. ? Unbelievable. The story I got then was that regulations are that I can’t get on the plane because my luggage has to be on the plane with me. ?.I am then told my luggage will go to st.Johns without me ?Does this make sense to you.? Seeing that I am getting no where with this I am totally getting frustrated with all the lies. Then I am told I will get a flight out 7:30 the next morning and they will give me a food voucher for my inconvenience. Unbelievable. I am not from Toronto and have no where to stay. I told them that there is no way I’m staying in an airport for almost 12 hours and that they must give me a hotel. Then they go in on the computer and ask me did I get an email with info on accommodations? After checking sure enough there was email with that info.Finally I asked them what about my luggage. I was told it might be downstairs or gone to St Johns without me. I thought you said luggage can’t travel if you are not on the flight. Lies again. Then I’m told hotel is 15 kms away. Seriously. There are hundreds of hotels right next to airport. Anyways I’ve vented enough. I will never in my life time ever used your airline ever again. I have called Consumer Affairs Canada and have lodged a complaint with your airline.

We went to Cancun on the 18th of March on the Dreamliner paid for upgraded seats, were not told that we did not get food with our trip or were told we could not get meals as our flight was at 6:10 am out of Calgary and here is you policy

Flights 4.5 hours plus

Water, and a selection of alcoholic and non-alcoholic beverages.

Contemporary, Canadian and globally inspired hot meals ✖ ✖ ✔ ✔

Last night I flew home on westjest from FLL to YYz. Flt 1221 in priority seating! Front seat! I have only flown west just a couple times prior. I always use AIR CANADA both for business and leisure and only fly business! Unfortunately, there was no business class available last night on AC and I needed to be in YYZ early this morning! Having no other direct flight option , I did. Well, paying very similar ! To my surprise! A the seats were broken! And the lovely flight attendant needed help from another attendant to put mine and next seats 💺 back to what on Ac I would consider back of the plane recline positions! And upon landing the same thing! Then, if that wasn’t enough to my she-grin they don’t provide head sets Nor IPads! And did not tell me about this in advance! This was not what I had read upon booking my flight and looking up priority! As well they did not tell me to download their sight Westjet connect prior to boarding so once on board, I could not do it! I was extremely upset!There are no words! And if not more, the food was an embarrassment! I did not embarrass my friend next me so I didn’t eat it . It was cold and bland ! A joke! By flook. My dear friend from YYz walked on the plane and changed seats and we sat together! She saw how upset and angry I was! But only because of her I kept my cool on the flight! I am utterly devastated that I paid that amount! I doubt I will ever use your airline again and definitely be very apprehensive about referring you to others.

My flight was delayed in Victoria BC March 5, 2023 long enough that I missed my connection from Calgary to Fort St John BC. When the first flight delay came as a text, it was 8 minutes late. Then 38 minutes late. Then 59 minutes late at which point I knew I would not make my connection. I talked to Isaac at the counter who told me "Don't worry, the plane and crew will be going from Calgary to Fort St John, you will make it home tonight"

Ok I went and sat down. Checked the flight status on Westjet to see when I would be arriving home. The flight status said the flight was leaving Calgary on time. I once again went to the counter to talk to Isaac. He confirmed/assured me that the flight was going to Fort St John after arrival in Calgary - Don't worry. I asked him why the flight status had not been updated yet, his answer was that it would be updated after the plane reached Victoria.

When the plane finally got there, 1 hour 15 minutes late, when boarding the plane I asked the stewardess if this plane and crew were going to Fort St John. She looked at me and said NO.

Got to Calgary, at midnight, picked up my luggage and got into the Westjet customer service line which had at least 100 people in the lineup, not only from my flight, but many others as well. I called Westjet as I was standing in line, to see if that would be faster than the line up. After 1 hour 40 minutes, they answered. Also at the same time, I received a message that I was rebooked to go home Wednesday evening - 3 days from then. I asked them to look into sending me home on Air Canada which I could see there were 3 flights the next day. He came back said all the flights were already full?

Ended up talking to a customer service rep, asked him if Westjet was paying for my room, food and lost wages for 3 days. NO. He then looked, said he could get me on a flight to Grande Prairie Ab on Tuesday evening. I then had to get my own way home 2 1/2 hours each way. By then it is 2 AM so I just took the paperwork and started to book a hotel. Got to my hotel room at 3 AM. Got up the next morning and got on the phone to Westjet again, after 1 hour waiting, talked to a lady who got me on a flight to Grande Prairie at 3 PM. Still had to get my own way home. Also had to pay for hotel in Calgary and cabs to/from airport.

My husband was working so he was unable to come get me, could start from Fort St John at 6 PM. Finally, after going to all the car rental stalls in Grande Prairie found Avis would let me do a one way rental. Paid $141 plus fuel. No compensation from Westjet. I did apply for a refund - just found out today that the delay wasn't their fault? So no compensation. It was due to ground handling which I assume is baggage people? It Definitely wasn't my fault, I was at the airport over 2 hours early.

I am very disgusted with Isaac at Victoria airport, just telling me everything will be fine, always having a pat answer which in this case was LYING, He knew the plane wasn't going to Fort St John. At the point that he knew it wasn't going to Fort St John, he could have helped me rearrange my booking to something else but no, instead I stood in a lineup for over 2 hours, then another hour on the phone next morning, and really achieved nothing. NO CUSTOMER SERVICE and nobody cares.

My son was also told the same thing at Christmas - Just get on the plane, you will make it. He ended up late and then asked Westjet to call him back to reschedule - (he was home for 3 days, never received a call) they ended up renting a car in a blizzard and driving for 10 hours and was told the car rental would be covered - which it wasn't and never got any $ back for the portion unused on their tickets?

Why are they allowed to treat people this way?

The lying in Victoria especially disturbing - just getting me out of their face...

THAT should be addressed. Tried to call the Westjet complaint line - everyone I talked to at Westjet knows NOTHING about a number for them...

WOW!

Airline Booking RZUEHZ

- Dec. 19, 2022 Westjet Comox to Saskatoon

- WS 3052 Comox to Vancouver completed

- WS 688 Vancouver to Saskatoon cancelled by Westjet

Seaching compensation for the portion of the flight that was cancelled by Westjet.

1. I called Westjet on Dec. 20 to try and reschedule or cancel depending on what alternate flights were available, and after being on hold for many hours, the recording stated that Westjet was only doing callbacks and the appointment options I was given were for after Dec. 26. This was no use to me as I was stuck in Vancouver Airport and my only option was to find a way out of there in a more timely fashion.

2. Westjet did not provide a substitute flight for the Vancouver to Saskatoon portion until Dec. 29, 2022, a full 10 days after the original cancelled flight...totally unacceptable.

3. Westjet only informed me of this new itinerary on Dec. 28, 2022 by way of an email. There was a link to accept the new itinerary...I did not click this link, indicating that it was not acceptable to me.

4. I attempted to go to Westjet's website to cancel the flight, however, flights that are leaving within 24 hours cannot be cancelled online...this is Westjet's policy.

5. I called Westjet, and was given message that they were not taking calls and I had to schedule a callback. The only available callback times were several days after the flight I was attempting to cancel was scheduled to leave.

I have paid for a portion of a flight I was not able to cancel due to Westjet's policies. I should have the value of this segment of the itinerary credited back to me.

Not only has Westjet made no offer of compensation for the cancelled portion of my itinerary booked with them, the only flight I found to get me from Vancouver to Saskatoon was with Air Canada on the morning of Dec. 21 at a cost of $3009. plus fees and taxes. Not that this should matter when it comes to customer service, as everyone should be treated with dignity and respect...I am 67 years old, on a fixed income and was still recovering from surgery on Dec. 07 and just OKEd by my surgeon to fly. Considering the circumstances and lack of communication from Westjet, I had no option, other than to take matters into my own hands as all other parties involved had abandoned me, their customer. I spent 2 nights sleeping on the floor in Vancouver Airport.

A lose lose situation for me the customer...and everyone has been hiding behind "the weather". Where is fairness and common decency?

Thank you for taking the time to read this.

Marie Eldridge

[protected]

"Stan" in call centre needs more training!

i was wrongfully charged baggage fees at the westjet counter on pearson airport on my way for a trip only to realize as an elite cc holder, first checked bag is free. i was calling to get this refund.

i decided to deal with it when i came back from my trip and "Stan" from the call centre picked up the phone who fully agreed with me from the beginning that i should get a refund.

The problem was he figured this out in the beginning of the convo but was on hold with me for the next 30mins just in silence while he was trying to figure out how to refund me this money--only to tell me that he needs to transfer me to another line and that "you have to explain a lot more in detail? " ,why? you just agreed that i need a refund? what more explaining do i need to do? are you kidding?

to top it off he wasn't sure who to transfer me to and he told me this NOT with his inside voice! LOL,

he put me on hold again for the next 30mins only to be answered by another person who is as equally confused as he was.

Finally i called from hubby's phone while was on hold with Stan to try my luck to see if i can get a more competent person as i really wasn't sure if Stan really transferred me to anyone at all after being on whole for 20mins (plus the 30mins i was already on the phone with him)

Hallelujah! i actually got a call centre employee who knew what she was doing as she was able to solve the issue and send me a refund within the 5 minutes of speaking to her. THANK YOU SO MUCH "ANJUM", if you get her on the call centre, she DOES know what she is doing and she is a professional! WestJet, please ackowledge Anjum for doing her job properly.

Again, Anjum thank you! you're a gem ! We need more people like you...

Hello,

I would like to bring to your attention the commendable service we received at the Merida, Mexico airport on March 14. We were preparing to board flight 2793 to Toronto when we realized that we had misplaced our carry-on luggage. Two employees at the airport calmed our fears and managed to find our missing bag.

The one manning gate C4 immediately called security and they shortly ascertained that luggage matching ours was in lost and found. A second employee then escorted me to lost and found, where we found the missing luggage. He then helped me back through security.

Unfortunately, I did not get their names but they were the only 2 men on duty that day. One was taller and both had short beards.

They deserve a note of thanks.
Chris Zelkovich
[protected]

Flight was for March 20, 2020. Westjet cancelled all flights overseas on that date. No alternatives. I was told no refund, but TravelBank rewards. In October 2020, the CEO announced that all travellers asking for a refund because of the covid cancellations would get one. Five months later I requested a refund and was told no. Now Westjet says they will keep my money, no refund and if I don't like it, to file a complaint with the CTA. Not exactly following the words and spirit of your President, are you? I want a refund.

We have booked a flights for Cynthia Carr and myself (Keith Fitchett), through expedia on westjet to return from toronto to winnipeg on May 8, 2023 - WS529 original time of flight when booked 9:35 pm after booking the time has changed to 7:30 p.m. west jet confirmation code UCHBVB. The april 27th flight is still acceptable. The May 8 is only affected flight is a connecting flight as we are flying back from london, England on the 8th. Based on the timing, there is now insufficient time in between the flight from london and the flight from toronto to winnipeg to make the connection. A basic economy flight was booked so west jet indicate they will not allow a change or refund as the change is less than 3 hours. We would not have booked this flight if the flight time had been 7:30 p.m. as per the change.

I have spoken to west jet and expedia both indicated that based on the policies they do not have to change the flight or refund the monies. The seems very wrong when it was the airlines change that caused the negative impact on us without us having any choice in the matter.

Hi I had put deposits down for my wedding in Cancun Mexico for Oct 2020. The pandemic restricted flying and instead of providing a refund, westjet gave me a $1200 credit in westjet dollars.

I got married in Jan 2021 and further journeyed into pregnancy and maternity leave. This is the first time I can make travel plans since the refund was issued, and Westjet has now expired my entire travel bank.

My account number is [edited]

My name is [edited]