WestJet Airlines
reviews and complaints

On June 30, 2020 my husband and I were due to travel to London, Ontario to a conference by WestJet (WestJet BQSRMV). The conference was cancelled and we subsequently cancelled our WestJet flights and thought we were issued a WestJet credit.

In October 2021, we required flights to Vancouver with our son for emergency Cancer surgery. Due to the urgency of the booking we had to book and pay for the flights in full. At that time, we were informed by Expedia that they would arrange a credit with WestJet and we thought they had done so. Now, Expedia tells us that the WestJet Credit has been cancelled by WestJet.

I am trying to transfer the WestJet Credit to our Travel Bank with WestJet under our WestJet Rewards ID so that the combined amount can be applied to travel with WestJet again in the near future.

In 2020 I was due to fly to Vancouver from London. These flights were refundable. However due to covid these flights were cancelled by the airlines. I was not given my cash refund or an option of one only that i have money to use in their travel bank. I tried to contact regarding the money and was informed the travel bank had to be used by 31/12/22.

Therefore I booked flights for london to toronto 20/2/23 . I received an email yesterday informing me that the flight was cancelled and there was no alternative flight available. I booked a call back on the website for 7pm 25/7 however this did not happen.

I have therefore booked flights with another carrier.

I called westjet today 26/7/22 to request a refund as they have cancelled but they said that it would have to go to the travel bank despite them cancelling and the expiry date is still 31/12/22 so i will be unable to use as i have no holiday remaining until 2024. I tried to explain that my original ticket should have been refunded and was advised that i should have emailed my request once the money was put in the travelbank.

I tried to explain to the person on the phone that i was not informed that this was how i received my refund and was advised that it is too late now.

How do i get my money refunded as this last cancellation is no fault of my own it is the airline. And they have failed on 3 counts.

1. lack of communication on original 2020 booking and procedure on how to receive my refund.

2. Cancelling 2022 flight and only giving me until december (5 months) to book something else

3. No flights on website available to book route purchased

I’m filing a complaint On a flight I was on flight WS727 reservation code USCYBI

I was kicked off the flight because of my mask being on the tip off my nose. He asked me to raise it higher because he can still my nostrils I said it’s high enough up. The stewardess said by me showing. Aggression.

He decided to turn the plane around and had me escorted off by 2 people officers.

This was un called for I tryed to book another flight with west jet last night

And couldn’t because I was block from flying. I had to re book with air Canada

Cost me 700.00 plus hotel 315.00

This was inconvenience for me and my wife that had to drive to Vancouver air port Realizing I was on the flight. This was un called for by west jet attendant

I want a full refund. Or I will go further on this matter.

Giustino

On July 12 2022 WestJet responded to my request for cash refund stating that they has refunded the money to their travel bank. This is unacceptable. My money must be refunded to me in cash.

WestJet cancelled my flight with reservation code CTZZIT scheduled for May 6, 2020 and in their cancellation email stated that they were unable to provide an alternative flight option. WestJet also stated that the full flight amount would be placed in their travel bank but if I preferred it would be refunded to the original form of payment. In the circumstances WestJet has no alternative but to give me back my money in a form which is accepted legal tender for the country of Canada. WestJet travel dollars are not approved legal tender and cannot be used for any other purpose but travelling on WestJet. WestJet cannot force me to take a flight to another destination.

I have made several requests to have my money credited back to my credit card and yet WestJet has unjustly and continuously refused to honor my request.

I am making this one last attempt to do so by filing a formal complaint.

My formal request is to have refunded to my credit card in the shortest possible time the sum of CAD324.14 for the flight with reservation code CTZZIT scheduled for May 6, 2020 which was cancelled by WestJet with no provision of an alternative flight option.

I await your phone call requesting my credit card number

I was unable to checkin for 7am departure due to insufficient number of agents, WestJet Kiosk not working such that the checkin line didn't move. I had valid ArriveCAN vaccination QR code, not accepted at the Kiosk, and could not see an agent until 0715 (my turn in line) despite starting my wait at 0455, in line as number 28 before seeing an agent. Over 30 people missed the flight. WestJet then moved us from checkin line to rebooking at a different kiosk, and I waited 1. hr 21 min for WestJet agent at Kiosk to connect on internal phone line with a different agent who was authorized to rebook us. I was told no WestJet flights were available and I'd have to fly a different day - but I found United Airlines seats for two to Houston online and asked if I could book these directly, and have WestJet reimburse me. I was told by WestJet agent Margie in Calgary that WestJet would authorize reimbursement of the United tickets, since their rebooking process could not find seats, after which I then paid $1,336.42 for the two United seats to replace the unused DL7180 codeshare seats on WestJet1540, with the blessing of the WestJet agent who watched me to it at the Kiosk. After I got the United confirmations, the WestJet agent then told me that I'd have to get Delta airlines to reimburse me for the cost of the United ticket, since I originally booked with Delta, on what was a codeshare with WestJet. This was not told to me prior to me paying for the United ticket. I then went to Delta and was told Delta would NOT reimburse me for the United ticket, since I'd paid for it directly, no matter than WestJet told me this was what I should do, since their systems weren't working. I was on hold for hours with Delta and WestJet trying to sort this out, but to date (Sunday July 17) I have not been able to get this resolved.

My daughter was on a trip back from a amazing trip to Spain with our family friends when she called to say the flight from Toronto to Vancouver was cancelled and she was now separated from the others. As a parent I panicked as she’s only 12 so I called westjet and was on hold for over a hour to find out they are closed so I scheduled a callback and they called at 5 am, I then spent another 1 hr and 50 mins trying to rearrange this mess as they where in the air on way from Barcelona the lady was nice and did everything she could and got them all together on the same flight but unfortunately came with a 12 hour layover. I was beyond upset as now they have to sit in a airport for 12 hours I then made the decision to get he4 a hotel for the night as laying in airport was not right, they then landed and went to hotel and got something to eat. The next morning they woke up to find out yet AGAIN the flight I spent so much time on was cancelled this point I was pissed and now they offered her a flight at 10 pm which is absolutely crap so after another long wait on phone they separated the family and thank god 1adult with 1 child but separated and now 2 hrs apart this was a disgusting experience by west jet and don’t wish this on anyone

I’m asking for any reimbursement for extra costs or help with this matter

Name. Miss Natalie Tortora

Confirmation number. SENEDF

Thanks

[protected]@hotmail.com

Hi,

I am writing to complain on my delayed/ lost baggage on Westjet connecting flight WS 454 from Calgary to Saskatoon.

My baggage were completely checking in at on KLM flight KL 588 from Lagos.

On the Sunday, 10th July, a wrong baggage was delivered and it immediately was rejected but to my disappointment Westjet had set the status of our baggage to delivered

Name: Olusola Salako

Baggage Tag reference number: KL 359959

Westjet baggage reference number: YXEWS22603

PNR: P6HGGO

Flight: WS 454

Date of Incident: 8 July 2022

Route: LOS- AMS-YYC- YXE

Cant believe you ruined our family vacation - after 4 years and the pandemic we were finally going to get to see our family in person. They were supposed to fly in from London Gatwick today (July 10) and yesterday afternoon you cancelled the flight.

We chose WestJet because you had a direct flight to Halifax Nova Scotia versus other airlines flying thru Toronto. Our family had to made a 5 hour trip to London Gatwick to get your flight - they were already in transit. The cancellation was issued after the travel agents had closed, so other than us in Canada checking the flight they would have had no idea about the cancellation until arriving at the airport this morning with two small children

Not impressed, there has been no indication of why the flight was cancelled and no offer to put them up in a hotel or otherwise.

Worst still, whilst you have booked them on a new flight, its going to be 3 days before they can get here (assuming of course you don't bugger that one up too). That's 3 days lost off their vacation along with hotel fees, a multitude of cancellation we've had to do in Canada because of you and totally ruined the how reunion.

My hope is that you actually read these and have the decency to respond and perhaps even compensate my family - my daughter is disabled and my grandsons are 6 and 3... this has left us all disappointed, frustrated and just praying that the flight shows up on Wednesday

We traveled to St.Johns from Prince George, BC on June 21st,2022 for 10 days. One of our checked bags never made it. We then traveled back to Prince George and have called WestJet multiple times and no one can tell me where the bag is. It has now been 17 days since we last saw our bag.

Flights taken : WS3284 YVR - Prince George to Vancouver

WS122 YYC - Vancouver to Calgary

WS 264 YYT - Calgary to St. Johns

Lost/delayed bag claim reference number: YYTWS15909

Baggage tag number: [protected] or [protected]

** Westjet employee attached the wrong bag tag number to the missing bag. So I have included both numbers

Myself, my partner, her daughter and our dog was on route to Newfoundland from Calgary flight # WS264 on July 3, 2022. We arrived almost 4 hours before our flight to make sure that we were prepared should the airport be busy or if there were any problems with having our pet registered for flight. We checked in at the West Jet desk and was given our boarding passes. She placed stickers on the dog crate and we filled out all appropriate documentation. We then proceeded to the oversized baggage area where our dog crate was again inspected. The pillow and blankets were put through the x ray and her crate was swabbed and checked from top to bottom. We were told there were no problems, say goodbye to our pet and see her in Newfoundland. We were asked to check in our carry ons and after we were all seated and ready for take off, we were given a card that stated our pet was on board the aircraft. Our 14 year old daughter was looking out the window about 5 minutes after we had received our card and said she saw our pet on the tarmack!

A lady then proceeded to come on board and said the crate could not fit on the plane and we had to get off the plane to be with our pet. I decided to let my partner and daughter continue on their way and I disembarked with no time to even think, because the plane was waiting to take off. I was told that my checked in carry on could not be returned to me as well. I was originally told that they could put me on the next flight which was the following day, but I had to buy another dog kennel and get more medication for my pet to take in order for her to travel, as her meds were in the checked in carry on. So they booked me for the 5Th of July.

My partner was very upset as she had to travel alone with our daughter and had to spend the first 48 hours of our summer vacation without me when there was work that I was supposed to do to help set up our accommodations in Newfoundland.

The Pilot came out before take off and apologized to the traveller's that it was 100% West Jet fault for the delay and that the people checking in the pet should have measured the crate and knew the issue earlier (Meanwhile it was the exact crate that our pet had travelled to Calgary in on a West Jet flight in August of 2021.)

We would like to state that the stewardess were very kind to my partner and daughter. The employee that rebooked my flight was also very kind and offered to pay for a hotel, but I had no dog food, dishes or anything like that, so I just asked to be returned home with no compensation for food or anything, although they paid for my taxi back to the house. (We would be away from home for a couple of months, so there was no groceries left there for me)

This incident has been very upsetting to us. The fact that we have the tag saying our pet was on board and then to find out that it was not even the case was unbelievable. We had our crate checked through by 2 employees and at the very last minute having to disembark the plane with not even having time to think or get things organized for my partner, when she was crying and upset, was upsetting for us all. We are submitting a claim for $2000, as $1000 is the daily amount for flight disruptions.

Due to West Jet having such amazing staff we have not submitted amounts for food, lodging or medications for the pet, missed work that I had to do in Newfoundland, etc.

We are hoping that you will address these concerns to what happened to us, so that no other guests will have to go through what we had to go through on July 3rd. I also had to use my West Jet lounge voucher on July 5th. which was my last one.

Filekey JJ4JMJ

At check in we had a young lady behind the counter and she took us 1 hour 50 minutes to finally get checked in.

The reason was our status. German Citizen with Greencard for the US.

Your lady has no clue. She took our German Passports and left after 20 minutes to talk to her manager. She insisted we need a ESTA for the US! I told her several times that she only needs our Greencard. No, she refused and tried to check us in with our Passports. She found an old expired visa on my husbands passport and said this old expired Visa is good for my husband but not for me. Time passed by without any progress. She tried to call someone but moved the phone cord and the phone fell down and the connection (if there was any) was interrupted. After I tried to explain her again and again that Greencard holder means permanent US residents and therefore no ESTA is needed she answered that either she solves our problem or we won't fly. After 1 hour 30 minutes I asked her Chinese collegue if she could take care of the issues. She tried the same thing, German Passport. At least the Chinese girl was listening to me and finally took our Greencards. Check in successful after 1 hour and 50 minutes and all restaurants closed at that time. You need to educate your staff urgently!

My original flight to Pensacola, Florida from Ottawa, Ontario (initial itinerary was Ottawa to Toronto, to Atlanta (flight DL1434), to Pensacola (flight DL1084)) was originally scheduled on Monday, June 27, 2022, departure time was at 11:30am (flight number DL7088/WS3463) and was taking us to Toronto, Ontario. We boarded the plane with no issues. One of the crew members broke the airplane's door which prevented us from taking off. We had to deplane and wait 2 hours to find out what the airline would do to get us to our destination. My connecting flight from Toronto to Atlanta was scheduled at 5:52pm so this was no issue. The airline simply had to get me to Toronto before 5pm. It was 11:45am. The flight from Ottawa to Toronto is 45 minutes long and there are many flights available throughout the day. After 2 hours of waiting in line to get the new itinerary, I found out the airline had rescheduled me for a flight to Toronto at 9:30pm, with a hotel stay in Toronto. I would have to continue the itinerary the following day, June 28, 2022 where I would be flying to New York and then to Pensacola. I was now scheduled to arrive in Pensacola at 4pm on Tuesday, June 28, 2022. This new itinerary was confirmed to me at 2pm on June 27, 2022. When I tried to explain to the staff at the desk that all they had to do was get me on the next flight to Toronto (there were 6 flights scheduled with this airline alone that would have gotten me there on time to catch my connecting flight to Atlanta), they told me they already had 3 more flights cancelled and could not accommodate me. I was travelling for business and my early arrival on Monday, June 27, 2022 guaranteed me a $2500 USD bonus. The airline's poor flight management cost me $2500 at that very moment. At 2pm, I started getting notifications that the 9:45pm flight (flight number WS3489) they had scheduled me for was delayed for maintenance on the plane. It was now scheduled to depart at 10:43pm. I then received a notification at 3pm that the flight was delayed to 11:04pm. At 5pm, i received a notification that the flight was delayed to 0:04 (which was now Tuesday, June 28, 2022). At 10pm, I received a notification that the flight was delayed to 2:04am. At 10:30pm, I received a notification that the flight was delayed to 2:39am. At 11:10pm, I received an email saying that the flight had been impacted with a cancellation that was still being investigated and that I would be entitled to compensation. When I proceeded to file for the complaint and to request for compensation, the website said it could not proceed with the claim at that time. I live in Ottawa, if the airline would have handled this situation in a professional manner, they would have notified us from the beginning that the plane was in no condition to fly. I could have gone home, eat and sleep properly and come back the next day. We were left with no food, water or accommodation options at all. We are talking about basic human needs and rights here. the airline showed no attempt to make sure their customers' basic human needs were looked after. They were in fact aggressive if anyone mentioned that it was their responsibility to insure their customers well-being. At approximately 11pm (10 minutes before the email), there was an announcement made that the flight was simply cancelled, that we needed to collect our luggage and go back to the check-in desk to try to book another flight. When I reached the baggage claim area, my luggage was missing. I proceeded to the check in counter to rectify once again this flight issue and get assistance for my missing luggage. I waited another 2 hours to be seen at the desk. I found my luggage sitting at the front of one of the desks. The lock was missing. My luggage had been left opened and unattended for who knows how long. The staff at the counter was the first one to be helpful. After holding on the phone for over one hour for a customer representative to find me a flight itinerary that would get me to Pensacola. They found something from Toronto that would get me to Pensacola at 8pm on Tuesday, June 28, 2022. I would be travelling to Toronto with Air Canada, then to Orlando, Washington DC, and then Pensacola with American Airlines. The flight to Toronto with Air Canada was scheduled for 6:25am (flight AC441). I had to spend the night at the airport. All restaurants were closed so no access to food or water. When I checked in with Air Canada, my claimed luggage had not been accounted for so I had to pay the $35 fee again. Once I got to Toronto, I had a 2-hour wait to make the flight to Orlando. I waited 3 hours to get checked in at the WestJet counter. The staff made no attempt to try to help. I missed the connection. I was rebooked for the following day, flying to Boston (flight FLT4559) at 6:59am, and then to Pensacola (FLT3641) at 10:54 on Wednesday, June 29, 2022. I was now denied my second business bonus of $2500 USD. WestJet announced that they no longer had hotel and taxi vouchers. We were on our own. This time, food vouchers were given but only if the customer insisted. I now had to plan to spend another night at the airport. There were no hotels rooms available in the area. The lowest hotel rate was $500 a night. I managed to find a hotel room for the cost of $189, and it cost me $35.65 and $28.75 in taxi fares to get to and from the hotel. I arrived at the Toronto airport at 2:45am, Wednesday, June 29, 2022 to give me plenty of time to make my 6:59 flight. I waited in line to check in and to get through security for 4 hours, making my flight to Boston just in time. I had to pay for my luggage one more time at $35 fee, since the luggage was still not accounted for when the flight was rebooked for a fourth time. Once I got on an American Airline plane, the remainder of the trip was very good.

my flight number was 1520 on Jun 26

Ha Thuy Lam

Ileene Lam

flight was suppose to be 4:30 pm. but it did not fly out til 7:45pm cause me missed my best friend wedding which was the main reason

I booked flights through RBC rewards. One was through Delta, one was through WestJet. I chose these flights because Seat selection and Charges were included. I was given an upgrade on the outbound flight because of the amount of points used I believe. I went through the online booking through Delta for the outbound flight. But Just as I went to confirm the seats, I was told by Delta that I had to make my seat selections through WestJet. I tired to book the seats though WestJet. And it gave me the same seats to select for my outbound flight with no fee they were either 1A, 1F, or 2A For the return flight I was given the option to book anywhere beyond row 3 however, every seat had a charge. I figured that since I was upgraded for the first flight, paying for the seats was still okay. I called WestJet on Tuesday afternoon, I waited for 2hours and 44 minutes and then just gave up for a call back. My call back was for 5:45. I was called back. After an hour of working with the person on the phone, after she had figured out how to resolve the issue - apparently the upgrade was an issue. And she had found a way to honour this. I was disconnected. I went online for another call back. This time at 9:45PM. 2 hours later, no resolution. I was told to go back and try online in 2 days. I did. And nothing. I went online for a call back at 5:45 on Thursday. Received the call back. The girl that I spoke with advised me taht there was no upgrade or that it would not be honoured. and that she would find me two seats together. There seemed to be yet another reason to put me hold. I was then, again, disconnected. As this is considered an inbound call, the customer service person cannot call back. I’m not sure if the technology that Westjet has their customer service representatives using is just very subpar, or if Westjet has decided to just not allow an upgrade for a seat that was not auctioned for. Either way, this makes the customer service representatives face an up hill battle with cranky clients. I feel badly that WestJet stands behind their tireless works that have to take the angry calls. I know that this seems like a silly request, but I’m dedicated over 5 hours of time to this, that I think I’m owed a resolution

Flight number JMZARL booking number. We bought the tickets for a flight to Calgary and back to Toronto. The plane was supposed to be the Dreamliner. We heard so much about it that’s why we booked it. We received notice that they changed our plane. I understand you can do that but the plane you put us on was very cramped. We wanted the isle seat so we could get in and out easier. I’ve always found the person on the isle seat is always someone sleeping or has a problem moving when I have to get out. The reason for booking on the early flight returning was to get on the Dreamliner that was changed to a different plane. We tried to change the flight to a latter one so we didn’t have to get to the airport so early. I was told it would cost us 1000.00 each to change it. The plane coming back gave a little more room on it I don’t know why unless the seats on the left side of the pane is different from the right ? We did request assistance but didn’t need it accept for the walk from the plane to pick up our luggage. The staff on west Jet is top notch no complaints on any of them. We did pay extra to pick our seats and didn’t get them. P.S one of my suitcases was torn on the corner

Martin Busby. [protected]@gmail.com

My son and I checked a bag each for our trip to Montreal on June 16. Our flight code CKBPAD. We arrived amid airport chaos due to recent thunderstorm in the area. It took about 1.5 hours for luggage to stop trickling onto the conveyor for our flight. At this point, both of our bags did not show up, as well as several other people's were left without. There was no Westjet customer service personnel to be seen anywhere. I immediately filed a delayed luggage claim after connecting to Westjet virtual assistant via messenger.

No response received that day, but next morning I checked for an update via the claim number I received and it showed that the bags had been located and are being delivered June 17. We waited around for the baggage delivery since we are at an AirBnB with no one to sign for deliveries and don't want the courier to send them back to the airport. No Show. No Contact. Nothing.

I keep checking for an update and it keeps saying the same thing - June 17 delivered. It was not delivered.

Went back to Westjet virtual support and got myself routed to a person to chat with. They checked the claim number and it said that the bags had never been sent to Montreal, but were sent back to YVR to be delivered to my home. Frustrated, I let my wife know the update and my son and I headed to Walmart to buy some replacement supplied and a few pieces of clothing since we had nothing but what we wore on the flight. Very frustrating and disruptive. This is supposed to be our vacation and we are to be spending 3 full days at the race track, not waiting for baggage or getting resupplied.

My family back home waits around for a courier that never shows up. When we arrive back to YVR on June 20th, I visit the Westjet luggage counter there to track down my bags. They were unable to locate them in their system. They presumed that the bags had been given to CDS, the courier co. they use for bag deliveries, and sent us over to them to hunt for the bags. CDS can't find our claim number in their system because it's a YUL number and not a YVR number, so we go through all the bags in their storage room looking for ours. Nothing. Their agent then comes with us to the Westjet counter to speak to them about this, and after another 1/2 hour and 3 Westjet agents on the task, they finally find, in their system, that our bags had actually been shipped to Montreal and were supposedly out for delivery to the address that we had left that morning. OMG!

The agent tells us that she has put a message out to have those bags returned to YVR and they will get them delivered to our home in Langley.

On June 22, still no bags. We get a 'do not reply" update email stating that one bag has been put on a flight to YVR via Calgary departing on June 22. Don't know what happened to the 2nd bag. It was not mentioned in the update. June 25, still no bags delivered or further updates.

I go back on line with the virtual chat agent, but this time no one picks up when it says it will connect me to a real person. I tried several times, but no one answers. I tried calling the 866 number, but no one answers.

June 26, I head out to YVR for my next business trip and stop by the Westjet baggage counter to see why this is happening. One of the agents there recognized me from the previous Monday baggage hunt and helps look for my bags. Oh, by this time, the YUL Claim Number used to track the baggage is no longer recognized, so I can't use that route to check on the baggage. Not that it was giving factual information anyway, but it bothered me that it no longer recognized the claim number.

Anyway, the YVR baggage agent had me search through the pile of bags while she looked for my claim. I showed her the email about them being shipped back to YVR and she finally found in their system, that they had been shipped back to YVR several days ago, but she can't locate them. She assumes that they were passed off to CDS to deliver and calls them. They needed to do some searching as to where they were so was going to call her back. She then promised to call me back with an update, as well as get those bags delivered to my home ASAP. I ran to catch my flight.

Here we are today, June 28, and still no bags, no further contact, no updates, I still can't get anyone to respond to the Messenger Chat, as well as I tried their Facebook chat - no response, and their support tel number, and no pick up there either. Absolute gong show of misinformation, no information, and promises made and broken.

Westjet Flight Code TII KGN June 16th Edmonton AB enroute to Sydney NS. Too much fog so redirected back to Halifax. Told no more flights for 2 days due to full flights so had to fend for ourselves, no hotel or any compensation. In other words, I paid for a service that was not delivered. Not happy at all!

[protected]@hotmail.com

Sunday, 26 June -

Monday, 27 June

Departure: YYC CALGARY INTL AB, CANADA

22:45

Arrival: YHZ HALIFAX NS, CANADA

06:30 +1 day

Catering failed to arrive before departure which resulted in a 2 hr delay. Pilot disclosed we were waiting for it to arrive from the warehouse. How does this even happen? Due to the warm lengthy wait and uncertainty of its arrival was told we could disembark but not reboard. I found this 2 hr delay to be avoidable and negligent on behalf of WestJet. I will send videos via email if the attachments fail. Sincerely Janet Leavitt

I sent in a complaint yesterday under Reservation Code: FXDKTH

This message is in addition to that message.

WestJet is adding to its problems when luggage does not arrive at a destination with a passenger. My wife and I had flights from Regina to Ottawa & return and Regina to Seattle & return during the month of June, 2022. At boarding of most of the different flights WestJet staff announced that the flight was fully booked and that they needed passengers to volunteer checking their carry-on luggage at the boarding gate. When WestJet loses checked luggage, passengers will switch to more carry on pieces — this adds to WestJet's problems but is the result of WestJet's past performance. WestJet is causing its own problems. My wife and I will certainly add carry on luggage on our next trips due to the Ottawa experience.

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

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