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WestJet Airlines
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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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WestJet Airlines reviews and complaints 852

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Newest WestJet Airlines reviews and complaints

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K
7:05 pm EDT

WestJet Airlines Two flights were delayed from Ottawa to Toronto and the second to London on April 25

My name is Khaled Habib, with my wife Aisha, and my child, Ali Habib. Our trip to Turkey. The first flight on WestJet from Ottawa to Toronto on April 25 at 6:00 and was delayed for 7:15, and the second flight on WestJet from Toronto to London at 9:00 pm, and we arrived at London at 10:15 am, and according to the ticket, it is supposed to arrive at 9:5 am and we had a flight From London to Vienna at 10:45 am, but unfortunately we did not catch the plane, so we had to book another ticket from London to Turkey. My wife is sick and my son is sick, and I spent the money on the second ticket, which was the equivalent of 1,600 Canadian dollars, and I needed this amount to treat my son and wife in Turkey. I have all the flight numbers and even proof of the illness of my son and wife. I am in an embarrassing and painful situation now because I need the money very much. Please consider it as a human issue. Please send me a private email

[protected]@yahoo.com

Desired outcome: Refund of the amount of the ticket for treatment or the value of the second ticket that you booked again

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2:59 pm EDT
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WestJet Airlines Cost of ticket

Hi.. I have been a westjet customer for 21 years... I just flew to alberta to visit children & grandchildren... On the flight back to comox I showed up at the airport to check in... It was not working so I rechecked my ticket and realized that I had booked pm instead of am... I waited in line to try to get on an earlier flight.. I am 70 years old and did not want to spend 14 hours in the calgary airport... When I talked to the woman at the desk she said if I run I could get a flight leaving in 15 minutes... Stressful but I booked it... Was shocked when I did not get any refund for the flight I had already booked but had to pay $500 dollars to fly to comox... This seemed so expensive... There are flights for under a $100 from calgary to comox so why would a ticket be so much and after I had already paid for one... I am a loyal westjet customer but there are other options flying out of the comox valley... It was so very stressful and made the trip very pricey... I am hoping there is something you can do to make this experience a little less painful... My westjet number is #[protected]... Westjet flight ws3315 was the original flight booked... May 10, 2022...Confirmation number tvrpis

Desired outcome: Some sort of compensation for the loss of the cost of the already booked flight and the extremely high cost of my short flight home

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5:56 pm EDT
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WestJet Airlines Poor Service/Lack of communication

April 13/22

Our original direct flight from Puerto Vallatra to Saskatoon which we were booked on was changed by West Jet to go thru Calgary with a stop over of less than 2 hours. Flight was supposed to arrive in Calgary at 9:15PM and then depart at 11:25PM for Saskatoon. When we arrived in Calgary we sat on the plane for 10-15 minutes waiting for a gate to deplane. We went thru customs then we had to wait for our luggage to be offloaded(which was delayed) because we had go to customs secondary with 2 cats we had with us. When we cleared secondary customs we had to get back into a security line up with several other passengers for our next flight which West Jet knew we where in the airport for. At no time did any announcement come over the intercom or any West Jet agents come to security to look for us. We learnt from another passenger on our same flight that the gate had been changed also and that we never received any form of notification via email etc.

When we finally cleared security heading to our new gate only to learn from the people coming back from the gate that West Jet did not hold the plane for any of us.

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8:38 pm EDT

WestJet Airlines Call back option

I requested the call-back option but it prompts you to press 1, 2, or 3 which is not registered on your mobile devices. So after being rejected to be answered while on hold for over 2 hours, you are also unable to speak to anyone because the prompt doesn't listen to voice commands and is not sensitive to mobile device keys (which almost every other service I use has options for voice or registers the keys you press).

Desired outcome: fix their call back service

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5:20 pm EDT
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WestJet Airlines Delayed

There seems to be something wrong with your system when you have two seniors told to come to the airport at 430 for a 7 oclock flight and its delayed till 9 oclock but the problem i have is they told me there was room on a earlier flight for the two of us but we would have to pay extra to get on that flight so i declined because they said it was only delayed for 30 minutes at that point and then it got delayed till 915 Gary and Gayle Stewart flight 275 out of halifax on may 4th

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5:16 pm EDT
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WestJet Airlines Delayed flight five hours later than scheduled

Flew April 1, 2022 Calgary to Toronto then to Halifax. Flight to Toronto was delayed due to medical issues which is understandable however during flight they changed Halifax flight to five hours later. Calgary flight arrives in to Toronto one hour before originally flight to Halifax. On both flights we paid for seats that we never got. Totally frustrating to. say the least have not received any response to complaints form sent in over two weeks ago. Not impressed with this service.

Desired outcome: Consumer rights payouts for delay of Halifax flight plus repayment for seat selection that we paid for.

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8:40 pm EDT
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WestJet Airlines Damaged luggage

On April 18, 2022 I arrived in Vancouver, BC after flying with Qantas QF75 from Sydney, Australia. I picked up my luggage in order to transfer to a red eye flight QF3589 on West Jet to Toronto, Ontario. When I picked up my luggage in Toronto I noticed a huge hole with bent metal sticking out of it in one of my large pieces. That damage was not present when I sent my luggage through at the airport. The luggage is not reparable and is now not usable any more. I think a replacement piece of luggage by West Jet is in order.

Desired outcome: Money to buy a piece of luggage that was damaged by West Jet employee(s).

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6:13 pm EDT

WestJet Airlines Flights

Our flying experience was one problem after another. My husband and me were supposed to depart St. John's, NL airport at 5:45 am on April 12th. Flight got changed and we were informed of the change less than 12 hours before the time of our flight. New flight given to us for 9:30 am (instead 0f 5:45 am) caused us to miss our connecting flight in Toronto to Dominican Republic and we had to take a flight the next day. This meant we lost one day of our DR vacation, and spent over $300 in hotel and food also.

Our return flight to Toronto on April 20th got delayed by 2.5 hrs leaving Punta Cana for Canada so we missed our connecting flight in Toronto for Nova Scotia and then on to NL the following morning. We were told we would be stuck in Toronto until Saturday but we got a 4pm flight to Halifax on Thursday. Finally, we got home to NL yesterday, Tuesday at 5pm. instead of at 10 am on April 21st. Out of all of the cancellations, delays and even a bird striking our place and breaking the windshield, we were left to sleep in he airport and only one day got $30 of food voucher. These 5 days trying to get home meant we both lost our income for those days because we weren't home to work.

Desired outcome: I like to be financially compensated our loss of income each for those 5 days sitting around in airports, the one hotel room we could afford to get, and aggrevation trying to get home. 5 days is much too long.

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1:56 pm EDT
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WestJet Airlines Our flight was downgraded from premium to economy

Our April 9th,2021 flight from PHX to YYC was changed by WestJet from the Premium Class we had booked and paid for to Economy without refunding the price difference involved with this downgrade that was not approved by us.

Flight documentation is available for submission to you to prove booking and subsequent change

Because the flight was late and we were placed at the rear of the aircraft, we literally had to run to clear customs and catch our connecting flight

We were not happy and I had to calm down before submitting this complaint in order to not get nasty.

I also can't attach my scan as it is in the wrong format.

Desired outcome: Please refund the price difference or credit our WestJet Frequent flyer accounts [protected] and [protected]

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1:43 pm EDT

WestJet Airlines Flight attendant

I was a passenger on April 9, 2022. I departed St. John’s, NL on a direct flight to Orlando, Florida. As we started to depart the gate in St Johns, the flight attendants were introduced and the training for seat belts, oxygen masks and life jackets began as usual. We only use Westjet as our airline as the staff are very friendly and are always there to help. During flight WS1048 to Orlando there was 1 particular flight attendant who was not very nice. She seemed to have an attitude with not only us but everyone on that flight. I understand that the first couple of rows are upper class seating and the curtain is pulled across but when you have a bladder issue and you have to go to the washroom but you can’t get there because the cart is in the isle what options do you have but to go to the bathroom that’s behind the curtain only to be stopped and told to go back to your seat. When we tried to explain the situation she didn’t have time to listen and we were told that if we didn’t cooperate we would be given a yellow card that would prohibit us from flying for a year. The flight attendant ( her name was Natasha) moved on without any apology or follow up. Westjet is by far the best airline to travel on. The cleanliness, customer service and friendly atmosphere is why we choose not to fly with anyone else. On returning to St Johns on April 22th we got that same service that we always expected from Westjet. Our flight to Orlando was definitely not a good one but returning to St Johns the attendants aboard outdone themselves as usual. I guess you’ll always get 1 bad apple out of a bunch.

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12:37 pm EDT

WestJet Airlines Expiring WestJet Travel Bank credits

My husband and I booked travel on WestJet in December 2019 to travel from the US to Calgary for summer 2020. Because of Covid and travel restrictions, we cancelled our trip in April 2020. We received credit for our travel. WestJet has had our money for over 2 years, but we have been unable to use our credit. We would like a monetary refund as this travel cancellation was beyond our control.

Desired outcome: I would like a full refund.

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9:10 am EDT
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WestJet Airlines Not notified in advance of flights that there was no food or beverage available

On Friday, Jan 7, 2022 WestJet flight WS 2644 departing Toronto for Liberia, Costa Rica, my husband and I did not bring food onto the plane thinking that we would purchase in flight. There was only Tim Hortons open in the airport at that time with a huge line up. Once we were up in the air it was announced that they were unable to aquire food due to staffing shortages. We were seated in 14E and 14F. The staff were very nice and offered juices, water etc.

We met lots of Canadians that flew West Jet during the 2 months we were there and did not hear about any issues, so we thought it was an isolated incident.

Upon our return flight Mar 7, 2022 WS2645, again we thought we would purchase food in flight. For the first time ever, we had drank our water enroute to the airport and thought we would purchase in flight as well. Again, no advance notification until we were up in the air that they could not acquire food and beverage in Toronto. That meant that they only were able to offer about 3 oz of water and 1 pckge of a snack for the entire flight. Needless to say some people were livid and caused a commotion to the staff.

Why were we not notified in advance? Is this an acceptable practice?

Our journey home took over 17 hours and all we had was breakfast and very little water.

Desired outcome: I had attempted to call and speak with a representative, but that was incredibly frustrating and I could not get to talk to someone. I would very much appreciate a response to this email and some type of compensation for the 2 flights.

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9:12 am EDT

WestJet Airlines Cancellation of flight due to mechanical failure

On october 2nd, 2021 my flight was cancelled, I checked-in the night before and had my seat, when I arrived at Dorval airport at 7:30asi was told my 9AM flight was cancelled due to mechanical failure and that westjet booked an Air Canada flight for me: Montreal to Toronto then Toronto to Edmonton, I refused as my flight was a direct flight Montreal to Edmonton with further travel arrangements which also had to be cancelled, I was on the phone with Wesjet on Oct 2nd for about two hours, they were able to cancel the air canada flight from toronto to edmonton but so far and it is now april 11, 2022 I have not received my 262.74 $ credit for ticket no [protected] issued sept 21, 2021 KZIMSX reservation code ITLHRF.

I was told a the dorval airport that the flight was cancelled due to mechanical failure.

Patrick McDonough

Desired outcome: All i want is a credit on account no [protected] , this is my mothers account, the ticket was for 262.74 $ and was booked on it. thank you

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7:33 pm EDT
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WestJet Airlines Paid for extra Bag Fee

My Itinerary # is [protected]

Before my departure to Las Vegas, after I paid $31.50 for my Bag fee the machine broke down, it did not print the luggage label then I had to

print another one.

As you see in the picture and paid $52.50 extra

When I documented my luggage they had to delete one bag, because I only documented one bag

I need you to please returned the extra $52.50 to my MasterCard

Attached below pictures of receipts and Itinerary

any more questions please let me know please

Javier Mora Zamarripa

[protected]

103-7111 Linden Avenue

Burnaby BC.

Canada

Email. [protected]@yahoo.com

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3:05 pm EDT

WestJet Airlines Travelbank and westjet rewards

Dear Team

I am highly disappointed to see that there is no response to my request dated 8th March 2022, despite a follow up reminder.

I had written to both travelbank and westjet rewards email id regarding my request. It is hard to believe that there is no regard for a client email and no response at all.

Due to limited travel for last two years, we have not been able to travel and utilize my travel bank credit of USD 900. I have submitted a request for extending this further as these expire in coming month. However, there is no response at all. Now I am raising a complaint, looking forward to receiving your support.

Travel Bank: [protected]

Regards

Varsh

Desired outcome: Please extend the expiry of this credit or any alternate way to get this back

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2:01 pm EDT
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WestJet Airlines Flight

Westjet continually delayed a flight from a Friday morning to Sunday Morning but did it 1 hr before each delay. They delayed Friday morning to afternoon, from afternoon to Friday night, to sat morning to sat night to Sunday morning when they actually flew. They wasted 3 days of family vacation. Tell me they only have access to one plane. I don't believe it.

They say they are not responsible or accountable due to mechanical issue. They are supposed to notify customers of that but didn't. My family filled in the compensation. form-all denied.

This airline has gone from one of the best to one I do not recommend anyone use. Customer service is crap. If you wanted to change your flight 4 or 5 times over 3 days see how much they would charge you for that. I guarantee you couldn't say you are not responsible to compensate west jet

with fees.

Desired outcome: Flight points or buddy pass-something to acknowledge they wasted 3 days of my family vacation.

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3:02 am EDT
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WestJet Airlines Discrimination.

I am an ordinary Canadian citizen with no criminal record, yet because I am refusing on the basis of my libertarian principles to comply with the Covid 19 guidelines, I am being discriminated against by your airline and by the Canadian Govt by not being allowed on your planes. I am filing a complaint about this. It is illegal for a business to engage in discrimination, this is against the UN Charter of Human Rights and Freedoms. I am requesting that WestJet lift the mandatory vaccine restrictions, working with the Canadian govt to end these illegal measures.

Desired outcome: I want all mandatory vaxx passport restrictions rescinded.

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10:45 pm EDT
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WestJet Airlines Damaged contents in baggage marked fragile

Flight 3168 3:55pm YLW-YYC 03 March 2022

I had several pieces of ornaments, in my 2 pieces of baggage that were marked fragile. One came through the oversized and fragile pick up area, the other came through the normal conveyor belt. The ornaments in this bag, two candle holders, both broke. Three exotic African elephants-two of the tusks broke. I spoke with the baggage customer service agent who said She would rite a report. She was non empathetic to my distress as these are family heirlooms.

I was very disappointed with the lack of customer service

Desired outcome: Apology and compensation.

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11:04 am EDT
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Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

WestJet Airlines Rewards dollars expired/no refund

March 2020 westjet vacations: we were forced to take rewards dollars for cancellation of our westjet vacation due to covid - there was no notification of impending expiration. rewards dollars were only valid for 2 years.

we are out the total cost of the trip.

west jet vacation was part of a group booking which we have been trying to get refunded as a group since July 2021 when westjet changed their minds on refunds.

the total cost of the trip was 3816 which expired on feb 22 2022 - again with no notification.

Desired outcome: refund of money 3816 for which no service was provided, non-expiring rewards dollars of 3816 as a minimum.

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refund is being provided

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Femida musani
Vancouver, CA
May 01, 2022 7:04 am EDT
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Brought my daughters to NYC for the first time. A trip 2 years delayed due to covid. West jet wouldn’t originally give us a refund 2 years ago.

So here we are. Arrived Friday, no luggage yet. Girls worked hard to buy their luggage and clothes fir the trip. I’m NYC. No clothes. Bought sone overpriced toiletries and essentials.

Worst thing they dint know where the luggage is. Here fir a few more days. Girls are so upset, ready to go home and not enjoying NY the way they should. They lost 12 peoples luggage.

Called 6 times. Held 30 minutes each time, no awnser. I have 2 more trip with west jet this summer, will they lose luggage again and not care.

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5:27 pm EDT
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WestJet Airlines Flight delayed due to flight crew member availability - connecting flight missed.

March 4/22 Flight #WS1517 Phoenix to Calgary - original departure 6:45 pm

Flight delayed due to flight crew member availability.

Connecting flight Cal to Edm not made.

The next flight to Edm - 9:00pm March 5/22.

Receive vouchers used 1 - $15.

Hotel voucher authorized - no rooms available.

West Jet counter closed - open 4:00 am March 5/22. Therefore, I was left to wonder the Calgary Airport aimlessly. 4:00 am checked - WJ counter - told no earlier flights available. I was disparate to get home - animals needed to be cared for. Counter WJ suggested Red Arrow - seat booked - 12:30 bus to Edmonton. Informed WJ Counter - I could not wait till 9:00 pm for a flight - made my ticket available for another traveler.

Desired outcome: I am looking for reimbursement:- value of the flight ticket from Calgary to Edmonton- value of the bus ticket - $88.34

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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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Phone numbers

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

Website

www.westjet.com

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