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1.1 852 Reviews

How responsive is WestJet Airlines's customer service?

20 Resolved
831 Unresolved
Very poor 🤒
We don't know much about how WestJet Airlines handles customer complaints outside ComplaintsBoard, but what we see here, on our website, is quite disappointing. We think there might be reasons for the company's actions (like not knowing about the complaints), and we would be happy to see them among customer-focused businesses that easily solve customer problems. But until that happens, we ask reviewers to be cautious when dealing with WestJet Airlines and using their services, and to carefully read the experiences of other customers on ComplaintsBoard, because who is warned is armed, you know! 💪
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6:43 pm EST

WestJet Airlines Passengers unable to print baggage tags at vancouver airport dec 11, 2022

Arrived at Vancouver Airport on Dec 11th at 7:30 for a 9:00 departure to Winnipeg.. Had been checked in with Vancouver to Wpg boarding passes issued by Westjet at Hualtuco, MX. Arrived at Vancouver airport, proceeded to kiosk, unable to print boarding tags, please see agent. I was unsuccessful on multiple kiosks along with many others and joined the long line of people requiring assistance that snaked through the airport. Vancouver airports staff member was staging the line as there were at least a 100 people in line waiting for assistance, some said they could not check in while others could not print boarding passes or baggage tags. When a west jet agent at the entrance to the corrals was asked about the issue, her reply was she was just looking after the line, and to join the end of the line.

After waiting for 45 mins, we were still short of the corrals and realized there was limited chance of making the Westjet flight as progress was very slow. Going standby on a later westjet flight on a Sunday was not a very good option. As there was 7 mins left to meet the flight checkin time requirement and there was also an air canada flight leaving at 9:00, I booked Air Canada quickly online, stayed in line, while my wife went to the aircanada kiosk check and returned 3 mins later with boarding passes and baggage tags. We proceeded to the automated baggage drop and were done in less than 3 mins again. There was no lineup at security so we moved through very quickly. Maybe there were no lineups at security as many westjet passengers were out front in a line waiting for assistance.

Desired outcome: I would appreciate a credit for the YVR-YWG flight leg. Looking for air fee, baggage fees, seat selection fees, Vancouver AIF and Canada security fees.

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2:53 pm EST

WestJet Airlines Cancellation fee not partially waived for special circumstance.

On October 1st I sustained a serious injury breaking my pelvis and hip and required over eight weeks of rehab. I contacted WestJet and cancelled an upcoming flight to Aruba departing Toronto October 13th. I received credit less a $100 cancellation fee.

My wife and I have been loyal WestJet customers for over 15 years and have spent thousands of dollars with your airline. I felt that we should be offered atleast some food vouchers in lieu of the $100 charge. My accident was not a common occurrence. I contacted WestJet customer service and was told they were sorry but no part refunds or vouchers could be offered. In the spirit of customer appreciation, I would like to see atleast some token effort on WestJet's behalf. If we wanted unsympathetic service we would continue with Air Canada. This has been our first 'disappointment ' with WestJet. We have two international flights coming up with you in late December and January.

Yours respectfully

Peter Michl

[protected]

Rewards card number: [protected]

Desired outcome: Food or travel vouchers-points.

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12:28 pm EST

WestJet Airlines Cancelled flight in mid journey

Nov 10 2022

ID: 4E31FN Ticket # [protected] #[protected] Ticket from Houston to Mexico city cancelled, Arriving at Houston where told there was no flight booked to Mexico City. We had to buy a ticket the next day quick as there was a meeting in Mexico City. And purchase a hotel room for the night in Houston.

Nicola Anne Logan

Tommy Tran

Booked through Visa Avion Travel, we have tickets indicating there was a ticket purchased.

XLBHEK

Desired outcome: We would like our points for this part of the flight refunded and the hotel room for the one night in Houston refunded, as we have had to pay for the hotel in Mexico on the same night.

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12:42 pm EST

WestJet Airlines Customer service, complaints department,

We planned on being in New York from the 28th of October up to November the 6th.

String of unnecessary events occurred upon and prior to our arrival in YYZ. When we checked in for our flight in YYC on October 28th, the attendant didn’t activate our bag tag, which is extremely crucial to enter the country. Furthermore, there were zero communication from WestJest in regards to our connecting flight from YYZ to LGA that had been changed to a completely different airline.

The string of events to follow went as mentioned below:

- We landed in YYZ being clueless that they had changed our connecting flight to LGA (from WestJet/Delta to American Airlines) no communication being provided to us whatsoever.

- Since there was a bit of a delay from YYC and lack of communication, we barely made it into our connecting flight. They did tell us that there will be another flight to LGA later that same night with American Airlines.

- As they were booking us in, they couldn’t find our luggage. Saying that the status is “unavailable”

- Of course a WestJet employee in YYC forgot to activate our bag tag and none of the airlines know where our luggage is for 6 hours upon landing causing us to miss our flight and miss my sister’s engagement party that we flew out specifically for.

- After many long hours of waiting and being devastated about missing my sister’s engagement party the following morning, one of the WestJet employee in YYZ found our bag with American Airlines.

- We were given meal vouchers for dinner and a hotel stay, but weren’t told that we couldn’t use them on our dinner and then breakfast the next day despite using half the amount we were given.

- We had to pay for a [censored]ty meal we didn’t plan on having at the hotel we didn’t plan on staying in.

- Then, the hotel, who took a damage deposit charged me twice and claimed it was only once, which resulted in an hour argument to get them to fix it. They did charge me twice and apologized, but seriously… like it couldn’t get any worse….

On the way back to Calgary we were told that there was a system outage and our connecting flight was cancelled from YYZ to YYC. Because our delayed flight was not departing until the next day anyway in Toronto they found a direct flight from JFK to YYC, but it too was delayed. We spent as much time waiting on the plane for it to depart as we did in the air.

We got in at 3 AM and having missed out on two days of work now thanks to WestJet, we both had to go into work despite the travel nightmare that this once reputable company caused.

This has cost us both an extra $1000 each at this point and ruined my sister’s engagement party as well.

We were told this has never happened before and quite frankly this airline’s complete negligence ruined a special day that we will never get back.

Additionally and most alarmingly, this extreme negligence could have cost us our jobs if we weren’t lucky to have understanding bosses! We didn’t have extra time off and apparently WestJet doesn’t provide documentation outlining what happened, likely because they don’t want to have to pay for the complete nosedive the company has taken.

Desired outcome: Compensation for both my partner and I! It’s the least they can do for completely ruining my sisters engagement party and causing us to miss work! It cost us money because of the staff member in Calgary being completely negligent.

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11:49 am EST
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WestJet Airlines delayed flight by almost 7 hours

On November 7, my wife & I were booked to fly to Fort Lauderdale from Toronto. The scheduled time was 11 A M, flight WS 1232: the boarding pass numbers are [protected] & [protected].

The take off times were delayed several times, using several different excuses.

We finally took off around 6 P M, waiting from 9 A M on.

According to the schedule listed, we should be compensated $700.00 each.

Please confirm.

Harry & Riwa Wolle

Desired outcome: Compensation of $1400.00 ( $700.00 each )

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1:40 am EST
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WestJet Airlines Delayed baggage - complicated case ywgws35339 horowitz

Please see the following letter and direct me as to how to file my claim. El Al has directed me to file the claim via Westjet:

DearWestJet,

ElAl referred me to WestJet as the one responsible for handling my claim for expenses due to lost luggage YWGWS35339..

This is a serious and complicated case as I will explain below, and the information needed to process my claim could not be uploaded into your standard claim form. There are altogether 7 attachments that need to go with this letter including multiple sets of receipts. After reading this information, please let me know how to proceed with my claim.

On Sunday October 23, 2022 I flew on El Al flight LY 29 from Tel-Aviv to Toronto. In Toronto, my bag numbered LY 878641 did not arrive. I immediately informed the El Al staff in Toronto, stressing that I was on my way to conduct Field Research in the Canadian Arctic, and requesting that they forward the missing back to Edmonton Airport where I would be leaving for the Yukon Territory on Friday October 28th.

As instructed by ElAl staff in Toronto, I also filed a lost-baggage report with WestJet Airlines immediately upon arrival in Winnipeg from my connecting flight from Toronto to YWG, Westjet Flight WS305.

The baggage report entered the system as YWGWS35339 at around noon time on Sunday October 23.

For the next two weeks I time and time again was in contact with WestJet airlines regarding my claim both by phone, and in person at the airports in Winnipeg and Edmonton, but they informed me that they had received no information from El Al regarding the location of my lost bag. I continued to contact Westjet on a daily basis, and also attempted to contact El Al, but received no information from El Al as the where my bag was, and if I would ever receive the bag back again. Westjet also received no information from ElAl despite their attempts to find my lost luggage. Further, there was false information in the system regarding my bag, and Westjet was never to confirm if my bag was in Miami, JFK, or still in Israel.

In the end, I requested that WestJet inform ElAl to send my bag back to Tel-Aviv if it was ever recovered by El Al, Finally on November 4th WestJet was able to confirm from El Al that my bag was with El Al in Miami, and was to be sent back to Israel and then delivered to my home address.

Finally, on November 11th El Al was able to confirm that my bag was in Tel-Aviv. This was now 2 and 1/2 weeks after the bag went missing at Ben Gurion during or before my original flight LY 29 to Toronto.

I literally spent hours and hours trying to contact El Al and to ask WestJet to try to get more information from El Al beween October 23rd and November 11th. This consumed much of my valuable time on my research trip, and caused a tremendous amount of emotional distress.

I have the following receipts and documentation, but they cannot be entered into the form that WestJet has given me.

Flights 1 - the boarding passes for Tel-Aviv to Winnipeg, and on to Edmonton

El Al 1: Receipts for CAD$116,43 for clothing (shirts, underwear, socks, at Costco in Winnipeg)

CAD$ 107.49 for pants at Old Navy in Winnipeg), CAD $716.82 for basic winter gear in Edmonton including a coat that would be good for normal cold weather. At this time, I did not want to buy a Canada Goose Coat since I still assumed that my bag would reach me in Whitehorse in the Yukon Terriroty before I continued on to the high Arctic.

El Al 2: CAD $100 for a Doctor’s visit to receive a prescription for my medicines and CAD$ 85.84 for medicines. For your information, I took the precaution of packing one half of my medicine in my carry-on, and one-half in the bag that El Al lost. For this reason I still had medicines in Winnipeg but needed to buy more in Edmonton before moving on to the Northwest and Yukon territories. My medicines are for high blood pressure, and not filling these prescriptions in a large city such as Edmonton where all (or almost all) medicines are available could have put my life at risk. In Edmonton, one of the medications was not immediately available and I had to wait a day for this last medicine to arrive.

El Al 3: Receipt for Canada Goose Expedition Parka CAD $1254.75.

This to replace my Cqanada Goose Expedition Parka that was missing in

my lost baggage. See the photograph of me doing Field Work on the Mackenzie River in El Al 5 with an explanation of my reasoning to buy the parka at this reduced prince in Dawson City YT.

El Al 4: Receipt for traditional foot gear CAD $309.75. Again, this is a good price for the type of footwear that I required. The footwear was purchased in Dawson City at the same store as the footwear which was missing in my bag which never arrived from Tel-Aviv to Toronto. It was the only available set of footwear in my size.

El Al 5: Phtograph of me in my winter gear on Field Research in Tsiigehtchic, NT wearing a Canada Goose Expedition Parka, and Special Winter Footwear, Here too I was careful not incur additional expenses. The internet gave prices for the same coat at approximately US $1500 and CAD $1750. I waited until Dawson City for two reasons. Even in Whitehorse before my Air North flight to Dawson I was still hoping to have my original bag returned to me with the specialized Winter Gear, a nd 2) I knew of the store Ravens Nook from previous trips and that they had very good prices for the gear that I needed. I made the decision to buy the parka at Ravens Nook because it was the most sensible and economic way to make sure that I would be protected against severe weather conditions during my field resarch.

El Al 6: An article about my research in UpHere Magazine. This is meant to assure ElAl that I am giving an accurate presentation of my research in the Arctic Canada, and the necessity to have proper gear.

May I stress, that when my purchases for the Parka and footgear were made on November 2nd in Dawson City (El Al 3-4), El Al had not yet answered WestJet’s nor my inquiries about the whereabouts of my my missing bag LY 878641 and one had to assume that the bag was lost, rather than delayed. Given my research needs in the Canadian Arctic, both the parka and footgear was essential life saving professional cold weather gear, and essential for me to complete the project for which I had paid over $3000 USA in air tickets including the rountrip tickets to the USA with El Al.

Further documentation of all the whatsapp messages and email messages that were sent by myself to both ElAl and Westjet can be made available to you.

I do not have access of course to the internal communications bettween ElAl and Westjet. I can tell you that WestJet presonnel were very disturbed by the lack of information received from El Al desite sending multiple inquiries to El Al.

With proper attention and care, my bag would have reached me in Edmonton, and my out of pocket expenses would have only been the following two sets of purchases in Winnipeg:

CAD$116,43 for clothing (Costco in Winnipeg)

CAD$ 107.49 for pants at Old Navy in Winnipeg

The fact that my expenses are now considerably more than this is totally ElAl’s fault. Again, may I remind you that I continued on a daily basis to contact WestJet and attempt to contact El Al. At any time El Al could have avoided extra expenses by finding my luggage and sending it on to either Edmonton,. or eventually Whitehorse.

I can say that WestJet personnel were always helpful, diligent, and at times for me, most importantly sympatheic.

Based on the claims process that ElAl has stated needs to be processed through WestJet — Please make payment to me of the sum of:

CAD$116,43 for clothing (Costco in Winnipeg)

CAD$ 107.49 for pants at Old Navy in Winnipeg

CAD $100 for the Doctor’s visit in Edmonton

CAD$ 85.84 for medicines in Edmonton

CAD $1254.75. for the Canada Goose Expedition Parka in Dawson City Yukon Territory

CAD $309.75. footwear in Dawson City, Yukon Territory.

Total: CAD$ 2691.08

I am most sincerely yours,

Professor Wayne Horowitz

The Hebrew University

Desired outcome: Please refund expenses

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3:41 pm EST

WestJet Airlines Undelivered bag

On a nonstop flight from Saskatoon to Phoenix my bag went missing. It was recovered in Phoenix but has yet to be delivered to me. I have spent over 6 hours on hold and 3 different calls to an agent for "help". My bag is still in Phoenix and I am two hours away and have had no phone call or email.

Flight WS 1924 Arrived in Phoenix on Nov 17, 2022. Bag was not there so filed a lost bag at the West Jet counter. Reference # PHXWS12346. When I checked the lost baggage claim self serve it says that the bag was located and then sent out for delivery through Iron Horse transport. Then says bag could not be delivered so returned to airport. No phone call or email from them? (I live 2 hours away) Each time I have talked to a customer service person I have been told that this is very unusual and they have made an inquiry to the baggage "person" and made known the calls I have made. I have been told by two different people that Iron Horse delivers to Prescott and that Iron Horse does not deliver that far? Speaking to the last person I had even stated I could pick up my bag if they wanted to send it up with Groome transport (our shuttle that goes back and forth to the airport from Prescott). They would need to let me know it was in route and I would pick it up from there. I have waited 10 days now and still have no answers.

Desired outcome: Return of my bag. It would be beneficial if there was a phone number that did not require being on hold for 2 hours to talk to someone and at least be acknowledged that my inquiry has been heard and being acted on.

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8:34 pm EST

WestJet Airlines Reservation ZWBXJP November 12, 2022

My husband and I booked a flight with Westjet reservation ZWBXJP on November 12, 2022. The flight schedule was as follows;

FLT 266 Edmonton 7:30AM to Calgary 8:31AM

FLT 268 Calgary 9:30AM to Winnipeg 12:26PM

FLT 3214 Winnipeg 1:30PM to Thunder Bay 3:56PM

The FLT 266 from Edmonton did not leave as scheduled, we landed in Calgary at 9:30 by the time we got off the plane is was nearly 10AM, needless to say, we missed our connecting flight to Winnipeg. The reason was the following; an employee over fueled the plane therefore we had to wait for a different plane, then the catering service had to replenish the new plane with refreshments and snacks. We finally departed, over 1 hour late. Upon our arrival to the Calgary airport, all passengers with connecting flight were asked to go to gate C55 to the Westjet customer service, a 1 hour wait to be told that the earliest flight that we could be booked on was 9:05PM, meantime, there was a FLT to Winnipeg at 3:30PM and at 6:05PM,

Westjet claimed those flights were full. We headed to the gate in question, and 26 passengers flying from Vancouver schedule to connect on the 3:30 PM for Winnipeg were delayed they never boarded the flight, still would not let us on. We waited for the 6:05PM, went to the gate and there was 6 seats available, however, they would not let us board that flight either, this time because we had a checked bag and according to their policy, the luggage must follow. Never once standing at the customer service every hour did they accommodate us or explain about the checked bag. Now we had to get out of security, go to the check out counter to locate our bag that was bumped off the 9:30AM FLT from Calgary to Winnipeg and re-check it for the 9:05PM. Finally we boarded and arrived in Winnipeg at 12:01AM. We grabbed our bag from the carrousel and proceeded to the office of the night supervisor to inquire on a hotel voucher as we were now stuck in Winnipeg awaiting yet another cancelled flight which was schedule for the next day for Thunder Bay. The night supervisor was not helpful, extremely rude and told us to get our own accommodations. Called a taxi, incurred an $18 charge to finally get a hotel that cost $202.52. On November 13, we finally arrived at our destination at 3:56PM in beautiful Thunder Bay ON! This trip interruption and cancelled flights caused us much grief as we were picking up a Uhaul 26' truck to empty a storage and move it back to Edmonton; which we reserved for Nov 12, 2022. We had also made a hotel reservation through Trim.com in Thunder Bay (Valhalla Inn) for the 12th, this was non refundable room, we incurred a charge of $124.26 and set us back one day. We both had to call work and add a vacation day. This trip was definitely a nightmare! Westjet did give us complimentary vouchers for meals, that was much appreciated.

Desired outcome: Reimbursement Winnipeg AB hotel, taxi plus the Valhalla hotel in Thunder Bay Nov 12 as a complimentary voucher towards a future flight on our Westjet account. Thank you for your time and consideration.Regards,Silvie Lecours

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Update by SilB
Nov 22, 2022 10:31 am EST

Receipts attached for Winnipeg Taxi and Hotel

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12:44 am EST

WestJet Airlines compensation

I found out that I am entitled to compensation for the numerous flight cancellations. Those cancelations made by an airline schedule change caused severe disruptions to my schedule. My flight got postponed daily beginning on January 6th, 2022, and finishing on January 11th, when I finally had my trip to Victoria. I lost several days of lessons and money for my PCR tests (COVID) which were required at that time, my changed flight was much more expensive than it was when I previously purchased it, and a refund was never offered. I have attached the message I have received from west jet a day before my flight. I have received several of those messages, each time my flight got canceled and it was canceled several times.

Desired outcome: To receive the compensation I am entitled for.

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3:29 pm EST
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WestJet Airlines Damaged walker & flight delays

Afternoon,

My 90 year old mother and I were on the return flight from Palm Springs on November 14th, the flight was 2.5 hours delayed in Palm Springs as was our outbound flight on November 4th. Waited 1.5 hours in Calgary for our 2 luggage bags and my mother's walker was not on the oversized belt. Worked with the baggage agent who was getting a walker set up for the next day, but my mother is in a home and needs her walker at night to go to the washroom if she fell Westjet would not take responsibility. after 2.5 hours we finally agreed we would take the wheelchair she was in however the Authority agents who were assisting her in the wheelchair would not allow us to take the wheelchair home to use until another walker could be delivered to her. By 3 hours we were so angry and disheartened. The airport authority girl was talking to her manager, and they decided to back thru the belts to see if they could find the walker. They did and it was damaged, the seat is ripped off and the back is ripped as well. I cannot reach anyone at baggage claims to get my mom a new walker! Again, she is 90 years old and cannot do a baggage claim online. Even the Westjet baggage agent was disgusted how they would not take this seriously to go back and find the walker. As you do not have your own luggage agents the 3rd party just don't care. This is the second time we have had to get a new walker for my mom travelling on Westjet. She needs a new walker! Cannot wait online for 3 hours to talk to a baggage agent. I have all the paperwork needed. The baggage agent did start a claim but did not give me the number after the airport authority they finally found her walker. When we got her outside and opened the walker it was damaged! It is under Catherine Richardet Flight # WS1469 on November 14th baggage # WS9838984577 and how about something for the stress we went thru and are still going thru. Even your own agents curse the baggage handlers. Please do something!

Desired outcome: a new walker and compensation!

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4:44 pm EST
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WestJet Airlines Denied boarding on westjet

On Nov. 8th/ 2022 I was denied boarding my flight from Grande Prairie to Calgary. The flight was supposed to depart at 8:15 and was changed 3 times to leave at 11:10. Because I was not vaccinated I was told I could not get on the plane, as I had connecting flights to the US. I was traveling with a valid Canadian passport and US birth certificate. According to the US government American citizens do no longer to be vaccinated.

https://travel.state.gov/content/travel/en/traveladvisories/covid-19-travel-information.html

Ticket was bought through Expedia, and Westjet and Expedia both refuse to credit the ticket.

Desired outcome: I would like credit for another flight.

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12:51 pm EST

WestJet Airlines Luggage missing - has $15-20k surgery equipment

Dear Sir/Madam,

I am a Platinum WestJet member ([protected]. I was travelling from Regina to Winnipeg. I was supposed to go directly from Regina to Winnipeg on Nov 6, 2022. WestJet cancelled the flight and rebooked me on Nov 8, 2022. My new itinerary meant I would fly from Regina to Calgary and then from Calgary to Winnipeg on Nov 8, 2022. WestJet members in Regina checked in my luggage which has $15-20K worth of Dental Surgery Equipment (I am a Periodontist like an Oral Surgeon). I was supposed to get my luggage in Winnipeg. I never got it. The baggage services staff in Winnipeg filed a report YWGWS35706. They told me to track the luggage online and that it should be delivered in a day or two in Winnipeg in the clinic where I work (191 River Ave, Winnipeg, MB R3L 0B1). However I never received the luggage. Then I got an email from WestJet stating they have located my luggage. Its in Calgary and they are sending it to Winnipeg. I went to Baggage Services in Winnipeg and they said they have not received it. Furthermore, they were giving me someone else's luggage thinking its mine. I told them its not. Upon closer examination they realized that my name was similar to the other person's name but not identical. Now my luggage is lost. It has $15-20K of Oral Surgery Equipment. My patients need it for my surgeries. Its URGENT. I desperately need help. Despite my constant efforts (both physically going to Winnipeg and Regina Airports) and phone calls I am not being helped. I am told "We Cannot Help You". Please tell me what to do? Its a serious matter! My patients need the Surgery Equipment.

Desired outcome: Please locate the luggage and please have it delivered to me

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10:39 am EST

WestJet Airlines Flight delay and missed my next flight, no one help us.

I am Gagan Brar my flight no. WS 154 delayed on 8th November 2022 from Victoria due to my next flight WS 3000 missed. Before departure from Victoria, I told them about my next flight they told they knows your flight is delayed. I am new in Canada and first experience with this flight is too bad. Someone who recommended me this airline now feel guilt, me and my husband whole night on airport and when asked to assistant now what we have to do they told we can do rebook your flight, but they are not sure next flight have seats or not. Even next flight will come after 11 hours. Even not surety about seats. I had my school and work on 9th November evening and my husband work at 9am. We feel totally hopeless from WestJet assistant. At last, we booked cab and paid $325 after wasting 4-5 hrs. on airport. we need compensation, we did not travel your ws3000 flight and paid extra for cab. Those who recommended your airline they believe you will give compensation. But I do not know how your airline work to solve problem. You cannot give compensation our whole things how we felt too bad and helpless on time and disturb our whole week due to your inconvenience service.

Desired outcome: I will really appreciate if you will give compensation which we paid extra for cab, I hope you will help definitely. Thank you

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BHCanada
Langford, CA
Nov 18, 2022 6:52 pm EST
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Nov 9th 2022 Everyone that had a connecting flight from Victoria to Calgary onward to Cancun missed connector flight. Never announced a delay that we could hear and where unaware we where actually late as we touched down on the tarmac in Calgary at 9:15 and taxied over. At that time the gates to our plan connecting flight closed to all. We had all carry on in our family of 4 and ran for the gate only to be turned away with everyone else. After a 3 hour wait to talk to someone we where told a single bird hanging out at the airport was the reason and they gave no one compensation for anything. Everyone sat on the floor for hours waiting to find out plans for connecting flights. Only to be told West jet next flight would be 3 days from Calgary. Finally without compensation for hotel of food we where handed boarding passes and told to run if we wanted to take a flight to Phoenix Arizona. This was the only plan we had that would allow are vacation to happen and yet still miss a full day at our expensive all inclusive resort. This is our flight plan Victoria to Calgary, Calgary to Phoenix Arizona. Arizona to Seattle and Seattle to Cancun. We ate out of vending machines, ran for gates and slept overnight in an airport with our kids. Delta, now they where caring the stayed late and let us check in for the next morning and gave us boarding passes and where shocked how West Jet treated us. Everyone i spoke with about the flight said awful things 2 girls went back to Vancouver and had to pay $800 dollars each to fly from there to Cancun the next day. And one dad with 2 young kids waited until Nov 12th and ended up with just a 3 day stay in Cancun. Non where compensated either. Thanks again Delta but we are saying no way to West Jest again for travel anytime in future plans.

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10:15 pm EST

WestJet Airlines Fight cancellation without notice

I would like to file a complaint regarding my advance fight book with WestJet got cancel and without notification until I found it out in the very last minutes.

1. I (and my wife) booked a fight to London, UK in March 2022, the reservation number is VSZ1XR, from Toronto to London, UK on Nov 10. The booking whole process was very smooth and I got all the email confirmation as usual.

2. Since the purpose of the trip is to visit my son in London, and we usually go there few times a year (before the pandemic), we did not pay much attention on this trip until last week.

3. I logged to my account at Westjet and found out no upcoming trip and the system is not recognized my reservation number.

4. I sent a request to your site for my upcoming itinerary by email — no response.

5. I tried to find your phone number to talk to someone, but without any luck at all.

6. I pretended to book a fight to London, UK from WestJet thru your site and some other travel agents. I found out WestJet doesn't fly to London, UK anymore.

7. Furthermore, I aware my WestJet account has around $18xx. but will be expired by Nov 19, 2022.

My name is Cheong Ming Lee, my wife is Sylvia K Lee. We feel it is not an appropriate way to treat your customer. We think the pandemic had hurt all airlines a lot. Canceling the low occupancy fights is understandable, but cutting the corner like my case is just too far and too deep.

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12:35 am EST
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WestJet Airlines Refund and compensation

I booked a flight for my brother on November 5th 2022 from Vancouver to Kelowna. the staff in Vancouver did not let him board the initial flight because he was little late due to immigration as he came from India on a 15 hours long flight. They booked him another flight WS3322. This flight was delayed because of technical issues. He was supposed to be on flight at 1.40 pm but that got delayed till 7pm and then got cancelled, We asked the staff to give us our baggage back so that he can go but they did not provide him the baggage as their whole crew was working on another flight as they said. They lied that half of their system was up working but the customer service over phone denied that. Then they said that the bags will go to Kelowna but they were actually in Vancouver so they almost made him leave without his baggage. We have to arrange someone to drive from Kelowna to Vancouver to pick him up. I then reached out to customer service to get refund but the agent was so rude. she was not letting me talk, cutting me off and said I was lying. She said her name is amie clark, employee Id 35390. she did not provide me the contact information to talk about it to someone else. I am expecting the compensation for this rude behavior, false information at airport and inconvenience. it was really a bad experience overall. I understand that you had technical issues but your staff should know proper customer service and way of communicating.

Desired outcome: Please provide me full refund for the flight and compensation for rude behavior, false information and inconvenience

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11:09 am EDT

WestJet Airlines Refund from 2020 flight or vouchers

Flight WS 1711 Orlando to Vancouver departing 1555 hours on March 20th 2020 was cancelled as Canada had gone into lockdown. You promised me vouchers "as we are in this together" I have not received anything except emails I cannot reply to saying you cannot find my flight information so I do not qualify.

I have copies of invoice receipts, flight itinerary and payment made,I have sent them in to you as hard copies and made attempts to electronically but as you know you are not making it easy to contact you...

Desired outcome: Repayment of $439.03 + 2 years interest if you want. Then I will start using you again on my frequent trips to Vancouver - but I wont use your airline until this is sorted.

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2:19 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

WestJet Airlines $1,000.00 refund when flights are delayed

We booked a trip to go to Rome on October 5, 2022, we booked with Westjet. We flew out of Edmonton to Calgary and from Calgary we were to catch our connecting flight at 6pm. The Edmonton flight was delayed and so we missed the Calgary flight (it should be noted that the plane was still at the gate). Westjet policy is that if they delay you 24hrs they have to give $1,000. There were three couples traveling together. We submitted our claims and I was given the $1,000 (was deposited into my RBC account on October 25, 2023) but my husband was denied because of safety reasons. How can that be, when I was on the same flight as he was.

We sent Westjet an email asking them to advise as to why one got the refund and one didn't and all we have received is an automated response basically saying to bad - with no answer as to why I received my refund but my husband didn't (we were on the same flights).

Desired outcome: Please refund and provide an apology for the hassle.

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1:12 pm EDT

WestJet Airlines First class food issue

On our flight #2061 from San Jose Cabo on Oct 23 2022 departing at 1:55pm we only had the option for breakfast for lunch/dinner. Had I known that there would only be breakfast we would have packed our own food. Part of the reason we booked first class was so that we didn't have to do that. I was left very hungry and then had to purchase food when we landed in Vancouver.

Desired outcome: I would like to have a complementary first class trip at no charge for myself and my husband on our next trip. We did not get to have the first class experience we were looking for on our honeymoon.

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Update by Meghan Lea
Nov 02, 2022 1:38 pm EDT

On our flight #3287 from Vancouver to Prince George on October 23, 2022 our flight was delayed multiple times. We were supposed to depart at 2145 and was delayed until after 2320hrs. We were not prepared for such a long lay over and had to buy food and drinks. In addition my ride that was arranged had to leave so I had to make alternate arrangements.

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9:41 pm EDT

WestJet Airlines Missing bag

My name is Sadiq Ramotalah, I was on the flight 3244/ 306 from saskatoon to Ontario via Winnipeg on the 21st of October 2022. on getting to Toronto airport, I was not allowed to board the British airways flight to Uk, because I have no valid visa on my Nigerian passport. Immediately I alerted the WestJet staff at the airport so that I can have possession of my bags before it was being transferred. to my disappointment, I could only get 2 of my 3 bags, and no one could explain the whereabout of my last bag. I was issued a WestJet delayed or damaged baggage

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5:05 pm EDT

WestJet Airlines Flight delay #WS724 Oct 22, 2022

When we arrived at the Orlando Airport, our flight had been delayed for 2 hours, the gate agent there told us that upon our arrival we would be getting hotel vouchers, which sounded fair. However, at Calgary airport, the manager said that due to whether you did not have to provide that. This was our first time with this kind of experience, however, it seems that your airline does this regularly and hides behind this excuse. There were many people in our same scenario, which may choose not to complain, however, I see as being totally unjust.

First. Our original booking to Orlando was a direct flight, which got changed to YVR to YYZ (no price adjustment was offered).

Secondly, if our flight can be delayed, you could have also held back the YYZ to YVR, as originally had a 2 hour layover in Calgary. We had just missed our connecting flight by less than an hour, but you obviously felt that it would be better to inconvenience 50+ customer instead.

I think that your operational management could make better decisions rather than have more unhappy clients. We had to sleep on the uncomfortable chairs at the airport, because getting a hotel @$400 did not make any sense, as we would only be there for 5 hours.

Desired outcome: I would like a credit of $300 that we could use towards a future flight for that inconvenience

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WestJet Airlines In-depth Review

Overview: WestJet Airlines is a Canadian airline that was founded in 1996. It has grown to become the second-largest airline in Canada, operating an extensive network of domestic and international flights.

Flight Options:

  • WestJet offers a wide range of flight options, including flights to various domestic and international destinations.
  • They provide different classes of service, including economy and business class, catering to different passenger preferences and budgets.
  • WestJet operates frequent flights and offers direct routes to many popular destinations, providing convenience and flexibility for travelers.

Booking Process:

  • Booking flights through WestJet's website is a straightforward and user-friendly process.
  • The website features an intuitive interface and easy navigation, making it easy for users to find and book their desired flights.
  • During the booking process, passengers have the option to select their seats and indicate their meal preferences, ensuring a personalized travel experience.

Customer Service:

  • WestJet's customer service team is known for their responsiveness and helpfulness.
  • Passengers can reach out to the customer service team through multiple contact channels, including phone, email, and live chat, ensuring prompt assistance.
  • WestJet handles customer inquiries, complaints, and requests efficiently, striving to provide a satisfactory resolution to any issues that may arise.

In-Flight Experience:

  • WestJet's aircraft are known for their comfort and cleanliness, providing a pleasant travel experience.
  • Passengers have a variety of seat options to choose from, and the airline offers ample legroom to ensure passenger comfort.
  • In-flight entertainment options, such as movies, TV shows, and music, are available to keep passengers entertained during their journey.
  • The quality and variety of food and beverage offerings onboard are commendable, catering to different dietary preferences and ensuring a satisfying dining experience.
  • WestJet provides amenities like Wi-Fi, allowing passengers to stay connected during their flight.

Baggage Policy:

  • WestJet has a generous baggage policy, allowing passengers to bring both carry-on and checked baggage.
  • However, there may be fees and restrictions associated with baggage, depending on the fare type and destination.
  • In the event of lost or damaged baggage, WestJet handles the situation promptly and ensures appropriate compensation or resolution.

On-Time Performance:

  • WestJet flights are known for their punctuality, with a strong track record of on-time departures and arrivals.
  • While delays or cancellations can occur due to unforeseen circumstances, WestJet maintains transparency by providing timely updates and notifications to passengers.

Loyalty Program:

  • WestJet offers a loyalty program called WestJet Rewards, which allows passengers to earn and redeem points for flights and other travel-related benefits.
  • Earning and redeeming points is easy and straightforward, providing added value to frequent flyers.
  • Frequent flyers can enjoy additional perks, such as priority boarding and access to airport lounges, enhancing their travel experience.

Safety and Security:

  • WestJet prioritizes passenger safety and adheres to industry regulations and standards.
  • The airline implements robust security measures to ensure a safe travel experience for all passengers.

Pricing and Value:

  • WestJet offers competitive fares compared to other airlines, providing good value for money.
  • The pricing is transparent, with any additional fees and charges clearly communicated during the booking process.
  • Passengers can expect a satisfactory overall travel experience in terms of the service received for the price paid.

Overall Customer Satisfaction:

  • Customer reviews and ratings indicate high levels of satisfaction with WestJet Airlines.
  • Passengers appreciate the airline's reliable service, comfortable flights, and attentive customer service.
  • WestJet is often compared favorably to other airlines in terms of overall customer satisfaction.

Pros and Cons:

  • Pros: WestJet Airlines offers a wide range of flight options, provides excellent customer service, ensures a comfortable in-flight experience, and has a generous baggage policy. The airline's loyalty program and competitive pricing add further value for passengers.
  • Cons: Some passengers may find the availability of flight options limited compared to larger airlines. Additionally, while WestJet strives for punctuality, delays or cancellations can still occur.
How to file a complaint about WestJet Airlines?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary information in the sign-up form.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the core issue you experienced with WestJet Airlines. Make it specific and clear, such as "Delayed Flight Refund Not Processed by WestJet Airlines."

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Mention key areas such as booking issues, flight delays or cancellations, customer service interactions, baggage problems, or any discrepancies in charges or refunds. Include relevant dates, flight numbers, and any correspondence with WestJet Airlines. If you attempted to resolve the issue, describe the steps you took and the responses you received. Clearly articulate how the issue has personally affected you, whether it was stress, financial loss, or any other impact.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, boarding passes, correspondence, or screenshots. However, be cautious not to include any sensitive personal information that could compromise your privacy or security.

6. Filing optional fields: Use the 'Claimed Loss' field to quantify any financial loss you have incurred as a result of the issue with WestJet Airlines. In the 'Desired Outcome' field, specify the resolution you are seeking, whether it is a refund, compensation, or an official apology.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your description clearly conveys the issue and its impact on you.

8. Submission process: After reviewing your complaint, click the 'Submit' button to officially file your complaint against WestJet Airlines on ComplaintsBoard.com.

9. Post-Submission Actions: After submitting your complaint, monitor your account for any responses or updates. ComplaintsBoard.com may notify you of any replies from WestJet Airlines or other users who may offer advice or share similar experiences.

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Contact WestJet Airlines customer service

Phone numbers

1866 666 6224 +1 (888) 937-8538 More phone numbers

Website

www.westjet.com

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