WestJet Airlines
reviews and complaints

File number: BFIPPX
Flight #WS387
Initial flight: Saturday, July 14, 2018 at 7:00 PM (Charlottetown to Pearson Toronto)
Due to mechanical failure: I was pushed to Sunday, July 15, 2018 at 7:00 PM. I was unable to cancel hotel that was prebooked with Expedia. I also live in Kingston, so coming in to Toronto so late made it impossible for me to get a train or bus ticket.

I was meant to fly on 6/29 from Boston through Halifax to London arriving at 7am 6/30. Instead because of the delay of my first connection, I was rebooked on a flight on 6/30 at 7am from Boston through Orlando to London arriving at 8am on 7/1. I had to wait 7 hours at the airport for my connection in Orlando. Once I arrived in London my bag was lost and only arrived 3 days after my arrival. I also missed my connecting flight that was booked separately from Westjet that was meant to depart from London at 1pm on 6/30. I had to rebook another flight out of pocket from London costing me an additional $220.
I had an important family event to attend on 6/30 and missed it because of Westjet's delay. I would like to be compensated for part of my trip for the inconvenience this had caused. This was my first experience with Westjet and I would like to remain a returning customer if this is managed correctly. Thanks, Rachel

Janita Halsey
90 Verve Apartments
5 Mercury Gardens
Romford
RM1 3FD
[protected]

Westjet Complaints 09/07/ 2018

Dear Sir/Madam,

I am writing to you regarding flight WS4304. My booking reference for this flight was O8P2PA

This flight was scheduled to depart from London Gatwick on 29/06/2018 at 14.00. I checked in as normal and then when I was in the departure lounge at the airport it soon said on the screen that our flight was delayed until 17.00. Close to 16:00 the screen finally told us what gate we were supposed to be boarding at. I got to the gate, my boarding pass and passport was checked. Everyone sat waiting at the gate and then it was announced our flight had been cancelled due to the first officer being taken ill (an operational fault). We were then told that it was unlikely that we would not get another flight until the Sunday 1st July due to having to fly another officer over from Calgary.

We were then told we had to go back through to arrivals to find out exactly what flight we would be given and where we were supposed to stay etc. I was so upset not only had I already waited until 5pm for a nonexistent flight I then had to queue for over 5 hours to be seen by a staff member at Westjet, with only one bottle of water handed out. I did not speak to a westjet staff member until 10.30pm. No chairs to sit on, nothing. It was a total disaster and I was so shocked how terrible the westjet staff were at communicating with us.

My flight from Gatwick did not depart until 01/07/2018 at 07.30 meaning it was over 42hours delayed. (2days late - which I obviously lost from my holiday). Waiting this long for replacement staff and flight is totally unacceptable.

Not only did this mean I missed 2 days of my holiday, but those two days I had events prepaid for in Toronto that I could no longer attend and so lost the money I had paid for these too. As you can imagine this was extremely upsetting and stressful.

The judgment of the Court of Justice of the European Union in Tui & others v CAA confirmed the applicability of compensation for delay as set out in the Sturgeon case. As such, I am seeking compensation under EC Regulation 261/2004 for this delayed flight.

I am seeking compensation of €600, due to the fact that the scheduled length of my flight was 5722 km which is over 3500km and over 4hours delayed.

I look forward to hearing from you and would welcome a response within 7 days.

Yours faithfully,

Janita Halsey.

Hi,

I got a flight to London last Tuesday the 3rd of July 2018. I booked on two cases for my flight and when I arrived in London, I only received one of my cases. I informed Customer Services and they advised me it would be with me soon. Because I was only staying in London for that one night, the representative asked me where I was flying into. I was flying into [removed] Ireland West Airport but I told them also I lived 1 hour and 40 minutes from that airport and I had no transport to get to the airport to collect it. This also happened me back in February with WESTJET and I was 4 days without my luggage. They delivered it to my house and I flew into Dublin, this is a four hour commute so I was happy when it was brought straight to my house.
I had to ask my mother to go and check was my luggage there this morning and she did. Upon arrival the lady said the luggage was there 'for days'. I had contacted the helpline on numerous occasions as this can be seen from my emails and I never got an answer as to where my luggage was. I have been 7 days without my clothes, my laptop and phone charger. I had to buy all of these as I needed them. I came home for a sick family member and to say I was disappointed with having nothing, is an understatement. I had to buy all essentials in London also and its just not good enough. I had paid a fee on my flight from LONDON to KNOCK for two cases and I only had one, that fee did not need to be paid either. If it was a case that it was a one off I would let this go but this is the second time it has happened and I expect to be compensated for all the stuff purchased, fuel used to collect my luggage, fee from the luggage booked on etc.
I have flown with WESTJET a lot and this needs to not happen again. I would like an answer as to why none of my attempts to get an answer about my missing luggage, was answered. I can forward all the communication, mostly on my part. My file reference is LGWWS00870368 should you need to view it. My full name is [removed] and my flight confirmation number is IXGDZC.

My number is [removed], this is an irish cell so should you need to contact me on this, you need the suitable prefix.

I refuse to let this go until I am satisfied with a solution and if it is not resolved, I will take it further.

[name removed]

I booked a graduation trip with my son to go to Negril Jamaica with West Jet vacations. The hotel Samsara Cliff and spa was the most disgusting gross dump that I had ever stayed. There were bugs, centipedes and dead insect wings on the walls, on the floor trails of ants. One towel in the room for 2 people which was filled with stains. The room was moldy and my son has terrible allergies which did not help. The food at the restaurant was tasteless and very limited, utensils were dirty and worn. Definitely not an all inclusive restaurant. We stayed one night and this dump whihc was booked for a 7 day vacation. I tried contacting my local rep in Jamaica and there was no response. We eventually ended up sucking up the expense and book another hotel. I would like some kind of compensation for my loss as I am truly disppointed and appalled that you would have such a hotel on your list of recommendations for vacations.

Your eTicket receipt can be found here:

Mrs Janice Fletcher: [protected]
Mstr Corey Fletcher: [protected]
booking confirmation#PBWMHS

I can be reached at [protected]@gmail.com

My flight was delayed 4 hours with no explanation, which makes me feel they are hiding something. My baggage was cancelled because WestJet knew I was not going to make my connecting flight, but refused to automatically book me on the next available flight. I had my husband call WestJet to get me on another flight but they refused stating I would need to talk with a customer service representatives to book my flight. So, instead on getting on the next available flight, I had two wait 2 hours for my connecting flight. Arrive in Calgary to discover of my two checked bags only one made it to Calgary. Was told there are two more flights still to come to Calgary and my lost bag would be on one of those flight. Woke up this morning to discover my bag was not on any of those flight and should arrive sometime today in Calgary. WestJet has no idea what Lean and Continuous Improvement principles and thinking are about. They do know how to waste customer time and provide no value on my purchased flight(s). Processes are poor at best, employees are not empowered to make decisions or take ownership of processes. Leadership is fake only understanding and looking at fix/variable costs, EBITA and cash flow. WestJet is blind and does not even realize how poor their processes and systems are designed and not working across the Value Stream. WestJet is operating in the dark ages.

I was recently on a flight to Sudbury(From Edmonton), that could not land due to weather conditions. I understood that, but I was very irritated with the fact that I was travelling with a small baby, only 5 months old, and the flight attendant girls were being very unprofessional. The flight was supposed to land at 11:50pm and we circled the air for over an hour. The girls were being loud and flirtatious with the young men in front of me, and suggesting a hotel party when we land back in Toronto. My baby was trying to sleep in my arms and they were distracting and obnoxious, checking in with me here and there to see if I was "Ok" because they knew they were being loud. I told them no not really and they didn't say anything and continued to chat with the boys.
Not only that, but when we landed, the Westjet staff at the gate were rude. I could tell they were already annoyed with dealing with complaints, and they seemed to have a wall up by the time I got to my questions. They were stern on no flight accommodations and no hotel rooms. The next flight back out wasn't until 12:30pm the next day. An 11 hour wait after a day of travelling already with a baby. I was short on formula and having a bit of a panic and no one seemed to care or be sympathetic. I was very upset by this and I had no choice but to get on the 6am flight back home to Edmonton, as it wasn't so long of a wait because at this point it was already 2am. I waited in the airport over night, exhausted, with a fussy baby. I am beyond pissed off and disappointed with this whole experience.

Flight reservation AVMOLK
On 22 May your staff at Gatwick were most helpful and got us through check in, they asked us to put our carry on into the hold as the plane was fairly full, they told us we would not need to do anything else as it would go to Halifax.
On arrival at Toronto we progresses to your main desk for new bording cards where we was asked what had we done with our luggage, to which we replied (nothing as it was going direct) We were then told by a male member of staff that we had to go back and get our luggage and put it on the transit belt and we shouldent listen to Gatwick staff as they areonly contractors and didnt know what they were talking about.
We went back and found our luggage dumped in a corner and we moved it to the transit belt. This ment we then had to progress through customs that were having problems and eventually we were sent to the customs official with 2 blank forms.
We then returned to your desk where your lady told us she thought we were to late, sh, e printed us bording cards and asked the security staff to get us to the front of the line, (of course because we only had hand luggage we had to loose our duty free which was a bottle of gin and a bottle of irish wiskey)we got through that and started the chase to the gate, we got there as the staff were readying to shut the door
Soon the plane pulled off the dock but was stoped because a break light was stuck on, an engineer was requested but none could be found so we were returned to the dock, an engineer was not forthcoming so it was decided to remove everyone from the plane and see if a spare plane could be prepared, after some time it was then decided that the crew would run out of houres and a new crew would be looked for.
After another wait it was decided that a new crew could not be arranged and we should be returned to the main desk where a flight to Halifax was perparing.
After much sorting it was decided that there was not enough seats and there was no room for us as we were last to book in on the other flight (caused by incorrect information at Gatwick)
This is now after 2200 and we are givena hotel voucher for the night and told we should return by 0400 for an early flight to Halifax, also if we needed to eat there was no food at the hotel (we are now catching a bus to a hotel with no hand luggage or wash gear or change of clothes)
The morning flight was at your normal good service but we had to get a taxi to Dartmouth as our transport had no idea where we had got to.
Our return flight was of your normal standard except for the 1 hour delay for a staff sickness and your baggage handler who wanted to prove new cases can be smashed if you crash it hard enough and he/she managed to completly destroy the top corner and tear the handle off
While you are answering this can you help withmy rewards.
Aug 2017 Glasgow Halifax return
May 2018 Gatwick Halifax return
May 2018 Halifax Edmonton return
Complimentry flights to Halifax in September would be a nice thought,
Yours
Ken Westaway
16 Orchard Close
Tideford
Cornwall
PL12 5HR
[protected]
Myson is building ships for CANADA as his dad built submarines before him

I was coming back from Toronto to Penticton on June 28th, the departure was 6 p.m. I boarded the plane and sat on the tarpack for 1 hour and a half waiting for a flight attendant to arrive, was told she was in New Jersey and wouldn't for awhile, the flight might be cancelled, they found another one and we took off. Having arriving to Calgary, I missed the plane going to Penticton, I was suppose to arrive at 9:15 p.m. my time, they had to arrange a flight from Kelowna, arrived there around 12 midnight, I was given a taxi voucher then driven to Penticton, I arrived home at 1:15 a.m. Glad to home, I won't be using Westjet again. I was sent emails telling me about the cancellations, I don't have an Ipad. I checked my laptop this morning and found them. Too late for the info.

My brother and his wife recently booked a flight from Victoria to saskatoon. When I was helping them do check in their seats were not together. This causes them considerable anxiety. They booked three weeks in advance why would they not have seats together. When I enquirer why their seats were not together I was told they have the opportunity to change 24 hours in advance. This is a couple who rarely fly both with limited understanding how things work let alone how to use a comptroller to change seats. Jim has limited mobility and uses a cane and a wheelchair at times. The pilots and air stewards were excellent but I think westjet is doing a poor job of looking after customers.

When we went to print out their tickets Di left her phone at the printer. She phoned the airlines and they gave her I stuctions where to go to pick it up. My brother in law went to get it and he said it took him a hour. As wherever he went he was told they did not have it after an hour he went to the same station he originally went to and by then he was very frustrated. He said you have no knowledge of a lost phone and she said oh yes here it is., , , , , , , He said they, were very polite but what is happening with westjet...

Now again today I went to check in on my flight to MilwUkee. I guess I cannot with Westjet as it is an associate airline delta. So I phone delta to check in and assign a seat and am told I cannot I need to do it in person at the airport

Westjet customer is dealing rapidly I have always used Westjet as my first choice. Now I hear through many people customer service is no longer there.. And I would agree

I was originally booked for a flight from iah to yyc on june 20 2018 (ws1535). I was travelling with another person as well. Upon boarding the aircraft we remained seated for 2.5 hours and we didnt leave the runway at iah.

After the elapsed 2.5 hour period, the passengers were ordered to deboard the aircraft. At approx 2130hrs I waited in a large slow moving lineup just so I could talk to someone, and that wait took me till 1130pm.

Once I was able to talk to someone from westjet at the ticketing counter all places where we could be getting food from was closed. We received vouchers and nothing at the hotel or the airport was open for us.in addition I had to wait another 40 minutes for a shuttle to take me to my hotel.in total I was at the aiport from 230pm to 1am, thats absurd! The worst part about this was how the accomodations were and that no restaurant was open. I dont get what the point was of giving out vouchers for airport or hotel locations only at that time of the evening if nothing was open?

In addition to the original issues reported, I had to extend my parking for another day and half at yyc airport. Ofcourse this isnt an expense I feel was necessary at all.

I am not someone who likes to complain, as a matter of fact I hate it! But this trip has left me no choice! I can honestly say that I may never fly with westjet again after this experience, and I travel monthly!

I am filing this complaint the flight attendants name is Gillian

my daughter and myself were taking a flight form Halifax to Edmonton then to carry on after a six hour layover in Edmonton to Las Vegas

We arrived at the airport at 6:45 checked in we were held up at security for about twenty minutes due to large amount of people and the person in front of us who was
having some issues. We finally gotthrough at about 7:05 stopped to get a drink and a bagel which took approximatly 5 minutes max I ran into washroom before getting on plane While I was in stall my daughter said they were announcing our names so rushed
out washroom right next to gate Ran up to gate explained we were held up in securtiy and Gillian said very rudely Tim Hortons must have been backed up and went onto say they were going to pull our luggage with nio explanation when my daughter asked what that meant the other attendant said because we were going to the States we should have been at the gate earlier we did not realize and were not told this

Honestly we were thrown off by her comment and the other lady that was checking in at gate turned her head embarrassed by her rudeness.By this time it was 7:25 our flight was scheduled to leave at 7:45

When we got on the plane she followed us on as one of the attendants for the flight and spoke very loudly that these are the last two for this flight. We were very embarrassed

When it was time to bring snacks and beverages around she skipped over my daughter and I Another attendant did serve us eventually but I went to give our garbage to her and she turned her head

This is unexceptable service We were very put off .I also work Customer Service and I cannot believe her attitude when dealing with people. She could of handeled this in a whole different manner than making us look like we are stupid and embarrasing us and to top it all off refusing to even serve of look at us.

The flight was great but the service by her made it a bad day that was suppose to be a great start to a Birthday gift from my kids.

I would say she needs to have some training or an attitude adjustment

The three of our family got on Westjet flight from Calgary to Orlando with stop in Toronto.
At the check in counter I was given 2 blue tags to attach to my fragile carry on my son's musical equipment ( guitars) that he needed to record music in Orlando. There were 4 guitars but check in lady gave us 2 since she said there will be room in overhead bin as you can stack one on top of the other that would equal 3 carry on luggage size which the guitars replace. I attached the two blue tags for two larger cases to be dropped off at the gate.
We loaded the plane and settled in for our red eye flight. The nice flight attendant at the back of the plane helped my disabled husband and helped with placing the two guitars one on top of each other to save space. My husband has mobility issues and is in a wheel chair.
We settled in inflated our neck rests placed our iPhones on airplane mode . I realized my phone was on low battery and didn't see any usb outlets and asked different flight attendant where can I find one. She didn't stop to attend to our question and in passing she threw in "no" . I said politely " I guess it is an older plane.." then she threw in rudely over the shoulder so everyone can hear " do you want a new one" and walked away.
The out of the blue she came back few minutes later hovering over me giving me Intructions to place my phone in airplane mode and why for a long period of time, while I have been on airplane mode since we settled in.
At that point I was attempting to connect to Westjet WiFi.She was laud, rude and had insulting tone.
I said nothing else but asked her name as the Westjet tag wasn't clearly visible.
She starred madly at me and walked away. The I started making a draft to Westjet to complain about her when she brought the security guard who repeatedly told us in escalating tone each time, that "they" decided we will not continue in this plane and need to pick up our bags and leave". I said I can't leave as my husband is disabled and my son 16 I need to look after and it is midnight.
Then they called the police on us. We disembarked the plane.
Then the manager lady at the terminal was asking us what happened . We had no idea why we were thrown out of the plane..
Then we found out that that flight attendant lied to the manager saying that we took the blue tags of the guitars to take them in. I only had two blue tags given to me at checkin to put in myself.
I can't believe this happened to us. It is like a bad dream and three days later today it is going over and over my head what happened there. It was humiliating experience and I and the whole thing has been circulated in my head.
I really don't know what to do to stop this to happen to other people.
The only thing I am thinking of the flight attendant felt scared about loosing her job ( she looked matured and I am sure she has been rude to others before) when I asked her name and backfired by throwing us of the place in which she succeeded as she has lots of experience and knows how to manipulate the facts.
We were humiliated and helpless.

I was unfortunate enough yesterday to have to have a flight attendant on the flight I was on to refuse me service (at first) for no other reason then the color of my skin I'm assuming as I did or said nothing to her to make her discriminate against me. The story is this. We were about half way on the flight to Halifax Stanfield International airport when they started serving snacks and drinks to people. They parked the cart by the row I was in and served everyone around our row. The flight attendant then went on down the plane and said absolutely nothing to me or the two passengers next to me about serving our row so I got up and asked her if we were going to be served. I don't know if she saw the two white passengers sitting next to me but she replied by saying flat out "No". I then sat back down thinking what should I do as I don't want to cause a scene on the flight but will not be treated like that by anybody especially a flight attendant on a flight I paid hundred of dollars for. So I stood back up and turned to her and said mam why are we not being served and not even asked if we wanted anything? She replied with a angry tone in her voice that she would be back in a minute. She then came back over served the two people next to me and then with a smirk on her face asked if I would like anything. She then served me. I will go on to say that I am half black/white and not a lot of people can tell that just by looking at me and I could not believe the level of discrimination / hateful tone towards another Canadian that I experienced. It just blew me away really.

On 17 April 2018 I was on flight 2755 from Nassau to Toronto, should have connected Toronto to London Gatwick . My name is Jacquelyn Steed and I booked my travel arrangements vial Cheapoair - booking confirmation [protected] on Feb 12 2018.
The purpose of my trip was to attend a 1 day seminar on April 19th hosted by ICA and return to Bahamas on April 20th.
Due to the cancellation by Westjest of flight 2755 and me not being able to catch a flight out the same day to to lack of timely processing, I could not make the conference which started 8:30 am London time on 19th April.

As a consequence of the foregoing, I requested from CheapOair a full refund on April 17th/18th 2018. I was advised that I would receive a refund in the amount of 389.72 - which as at today's date I have not yet received. Yesterday I received notification from CheapOair that they would credit my account for $152 - which I am not clear what this small refund is for as I paid 896.06 for trip to London via Westjet with return flight via two other flight carriers.

I would like to request a full refund from Westjet on the cost of my trip ; due to cancellation by Westjest, I was unable to timely attend the ICA conference - such conference was funded by my local Compliance Association as an award.

Your review and consideration of this matter is greatly appreciated.

I requested to have my son be accompanied on a flight. It took awhile to receive my ID code and by that the time the flight went up in price significantly...I found another flight that was much cheaper but was told I needed to contact the special care desk to change this. I work full time and my time is limited and I cannot call at work as I am nurse...I woke up early to call the desk as my request for unaccompanied minor expired by 800...I waited to talk to an agent for 45 mins and when I did they said they could not change the flight and where cancelling the request I made and I had to start all over again. so now I have to wait another 24hrs to get an ID and in the meantime the flight could increase in price.
I don't understand why on the request form this needs to apply to a specific flight and the flight can't be changed once you have received an ID. It's a lot of extra work for me and for your employees. As you can see I have young children, work full time and have limited time in my day and to be told that it is possible to change the flight, I wake up early to call, wait 45 mins on hold and then be told that I need to fill out the form again and go through this whole process again with the possibility of having the flight go up in price is maddening!

On Sunday May 27th my wife and I boarded a direct flight from Charlottetown to Toronto to start a Westjet vacation in the Bahamas . We checked 2 bags . Two hours later when we got to Toronto around 8:30 pm only 1 bag appeared . We spent the next 2 hours at the airport with Westjet trying to locate the missing luggage. The agent said that bags coming off our flight for some reason were not scanned and that they could not account for the missing bag ? Why ?
We went to our hotel where I spent the next 2 hours on hold with Westjet Toronto trying to get an update before our early morning flight to Nassau . No one would answer the phone even though a recording said that the office was still open . Why ?
At 2:00 am I got a call from the front desk saying that someone delivered our bag . Effectively we were up all night . Why ? Great start to our expensive Westjet vacation .

Hello,
I flew with West Jet both on the 24th and 29th of May. On the 29th I had a very uncomfortable flight. The flight was freezing which the flight attendants all agreed upon but the AC still remained blasted. Several other people also complained about the coldness but there was nothing done. I was traveling all night so I really just wanted to get comfortable and go to sleep which couldn't happen because how cold it actually was. To top it off I placed in the very back where the seats do not move back they only sit up straight which was a problem for me because I have ‘scoliosis' which prohibites me from sitting straight for periods of time. I asked if I could move to a different empty seat and I was told no. I have flown with West jet numerous of times before this and never had to complain, but I was very disappointed in the overall experience as well as service with this flight.
Please get back to me about this matter.

Nikyra Clark-Hill

Hi,

The 1st of February I was travelling with WestJet flight WS004 from London to Toronto. The flight was delayed and landed approx. half an hour later than expected. This resulted in me not making it to my next flight to Bogotá. I was able to rebook my flight to Bogotá for a fee, but the next flight was the same time the next day. The delay with WestJet from London resulted in a delay of 24 hours, so I had to spend one day in Toronto.

Due to the fact that this was an international flight of more than 3500 km and that the waiting time due to the delay was more than five hours, I would like to request replacement with legal basis in the Montreal Convention of 1999.

Best regards,
Amanda Rydningen Engeseth

I called WestJet and Expedia to cancel my ticket due to the potential strike. When you call WestJet, you hear a message from Bob, probably VP customer care, that one can cancel a flight due to strike. However, when you talk to the customer service they are not ready to do so. I spent two hours talking to these people and they hang-up. Note that I am from Toronto and if something happens I am stuck. And if I have refund, that will be done 72 hours before cancellation and i will have a coupon for future use. That means, prices will skyrocket and I will not have my money to buy another ticket. Very Miserable and saddened to see how customers are mistreated- very inhumanly.