WestJet Airlines
reviews and complaints

I have been calling for two weeks now trying to get in touch with someone in customer service. it keeps saying high wait times. I've tried to request a call back but that is no longer available for an option. I have called FOUR times and have waited 2.5 hours each time. I have the proof of this as well. I would like to book a trip to go see my niece who is ill and I have a travel credit but yet it is not letting me use the full amount. I keep calling an d the number says out of service today. I can't talk to the messenger because its an automatic reply and never knows what I am talking about. Can someone please contact me as soon as possible.

[protected]

I booked a flight with West Jet through Expedia departing from Nanaimo BC to Saskatoon SK departing on Aug 6, returning on Aug 9. The flight was booked on June 16th. I got an email from Expedia on July 11 saying my itinerary had been changed by WestJet, my original 4 hr flight was changed to a 22 hr flight leaving Nanaimo at 2 pm Aug 6 arriving in Edmonton at 4 pm and not flying out of Edmonton until 12pm Aug 7. We are attending a wedding in Saskatoon that takes place at 1 pm on Aug 7, obviously I had to cancel as I was only offered 2 options either cancel or accept. I assumed that I would receive a refund for my flight as this was not my doing and I obviously need to be in Saskatoon before Aug 7. I was very upset to find out that I am only eligible for a credit, not a refund and there are no other suitable flights that will work for us. I have had to cancel my plans to go to my family members wedding and we have no intention of travelling anywhere else in the unforeseen future as I have a severely disabled son that I am the sole caregiver of. I am extremely angry about this situation and I feel that in all fairness WestJet needs to step up and refund my money. Please have one of your reps contact me ASAP. Thank you

yesterday i waited 3 hours on hold with Westjet, then hung up. today i waited another 3 hours on hold with westjet and was disconnected. i just want to make sure i can book a flight that will take my pet in the cabin. Westjet does not allow this to be booked online. what terrible customer service. when a new airline comes aboard, it will be our first choice.

Our flight WS4 from LGW to YYZ of March 25, 2020 (2 passengers) was cancelled by Westjet. MWADCR. The purchase was made through Expedia.ca, but Expedia has notified us that payment for the flight bookings was submitted to Westjet on October 12, 2019... authorization code 07954S. Expedia.ca tells us that they cannot refund our payment, because they don't have our money; WestJet does.
We were told that voucher monies for a future flight expire March 24, 2022, however, the Westjet website shows that flights to the UK will resume on May 2, 2022. We are therefore unable to book flights to/from the UK within the window available.
W. Tugby - rewards ID [protected]
I. Ellis - rewards ID [protected]

Your WestJet Travel Bank - refund processed
WestJet
14 Sept 2020, 17:25
to me

Airline banner
Hello Ms. Anna Kawalec
A credit has been processed and issued to your Travel Bank. You can access your Travel Bank credits by signing into your WestJet Rewards account at www.westjet.com/account.
Travel Bank: [protected]
Travel Bank refund: 524.10
When a booking is cancelled, and the original form of payment for that booking included Travel Bank credits or WestJet dollars, the original expiry date(s) for the credits/dollars will remain. Any additional credits will be given an expiry date of two years from the date issued.

It has been almost a year, since I have received this email confirming refund. I do not want a travel bank but actual refund to my Mastercard account. Any idea when this might happen? Please advise asap. Thank you!

A WestJet employee made a spelling typo on my plane ticket and the only way to correct it is over the phone with a WestJet employee. Unfortunately WestJet goes to great lengths to deter their customers from contacting them; their real happy to use covid as a scale goat for "higher than normal calls" which equates to a 12 hour wait time on the phone (keep in mind this is for a single letter spelling error correction). If you try requesting a call back, you will have to wait another day before receiving a non-caller ID number which when answerd will not have a WestJet employee greet you but rather silence.

Additionally when trying to enter a number for a call back my number was deliberately entered incorrectly by wesjets automated system and it took 6 attempts of entering the same phone number before the system stopped changing it. If you prefer to wait on the phone for an agent, be prepared to be blasted by the most obnoxious and volume inconsistent music you've heard.

Whoever is in change of customer service over the phone is a disgrace to the goodwill of mankind.

In March 2020, when the COVID crisis was developing, West Jet Airlines demonstrated a total lack of competence in dealing with the urgent need to respond to customer queries. As a result, we were unable to use a flight we had booked and paid for. Rather than issue a refund, which we were entitled to, WestJet improperly held onto the funds and put them in a "travel bank" telling me the funds could be used to pay for future flight tickets. They did the same thing with 1, 000s of other customers and it was too large a problem to take on by myself, and I decided to go along with their unethical behaviour and wait to use the credit for a future flight.

On Monday of this week, I tried to use the funds in my West Jet travel bank to partially pay for a flight I was booking for later this summer. I was shocked to find out that West Jet has made it impossible to do so, however, as the travel bank is not connected to the ticket purchase function on the company's website. When I couldn't use the travel bank balance to pay for the ticket, the company tried to get me to pay for the full amount of the flight and not use the money they are holding of mine in the travel bank.

When I refused to do so, and indicated I wanted to speak to someone in customer service, WestJet increased the price of the fare by more than 10% telling me that if I was determined to use the funds they are holding of mine, the ticket will cost me more.

Since then, I have been trying to contact anyone at WestJet customer service or any other department, quite frankly, . I have tried to call, text, communicate by WhatsApp and Messenger. I have sent direct messages to the company on Twitter and Facebook as well as leaving messages on their "pages" and "boards". It is now late in the day on Wednesday and the only response I have received was an automated one received 10 hours after my first attempt at contact, telling me their current waiting time for people waiting for their call to be answered was 48 hours!

There is no possible way to communicate with this company at all. The Facebook page for WestJet includes messages from 100's of customers with stories very similar to mine. This cannot be allowed to continue!

I booked my Vacation on April 2020 for Aug 29th-Sep 19th and it was cancelled by WestJet instead of full refund see below: And when I requested full refund they took $500 of my money

Due to changes in our flight schedule as a result of Coronavirus (COVID-19), we have cancelled your WestJet Vacations booking
Your cancellation has been completed and WestJet dollars have been deposited into your WestJet rewards accounts.
Thank you for choosing WestJet Vacations. We look forward to welcoming you on board again soon.

Kind Regards,

Donna |WestJet Vacations

*WestJet dollars issued for compensation as a result of Covid-19 will expire in 24 months from the date of issue. You can redeem your WestJet dollars (1 WestJet dollar = $1 CAD) towards any WestJet flights and vacation packages. WestJet dollars are transferable (for a fee of $50); you may travel after the WestJet dollars expiry date provided that you have applied the WestJet dollars to a new reservation prior to the expiry. WestJet dollars are valid toward the base fare of WestJet flights or the full value of WestJet Vacations packages booked on westjet.com, via our contact center or through your travel agent for regular fares or seat sale fares without blackout dates. WestJet dollars cannot be applied to service fees, inflight purchases or third-party reservations such as reward program bookings, in combination with a promo code, or for ancillary fees such as seat selection or baggage fees. Minimum redemption rules apply when purchasing Economy, Premium or Business fares; the entire base fare must be paid with WestJet dollars when purchasing a Member Exclusive Fare.

I have initially booked a flight from Whitehorse to Vancouver on June 12th for my daughter, Léa Lapierre and I, Sophie Gauthier. Reservation Code: VQWYST.

Flight Number: WS718 followed by WS714

This flight has been changed, not delayed but has an earlier departure, which impacts many things and created a lot of expenses.
Suggested changes and flight number: WS714 followed by WS3538

I am leaving from Whitehorse, Yukon so my connection with Air North (as WestJet isn't flying yet from Whitehorse) isn't working anymore, it gives me 30 minutes to get my luggage and check-in with Westjet.
I have called Westjet to look at other flight options but nothing less than 27 hours with various layover in Calgary, or Toronto were available. So I needed to accept the changes. I had to change my flight from Whitehorse to Vancouver with Air North, but changing it means booking for a day prior the y flight with Westjet, so I have a night to spend in Vancouver (accommodation expenses).

It also means that I need to take an extra day off at work (also a loss of money).

And, I needed to cancel the summer day camp for my daughter on Friday, but the free cancellation date was past so we will pay fees for cancelation.

Plus, transport and meals in Vancouver.

So instead of taking a day, it takes me 2 days to fly from Whitehorse to Montreal. To complete, the layover in Toronto has 45 minutes only, which I deeply hope will be possible to catch. (very short layover).

That airline change has so much impact as it is not delayed but earlier.

I am please requesting some financial help to support us.

Thank you for helping us out and understanding that this small change on your side has big impact on our side. It cost me over $400 more including accommodation, day off from work, meals, transport in Vancouver and summer day camp cancellation fees.

Thank you and have a great day,

Sophie Gauthier
[protected]
[protected]@hotmail.com

I purchased 2 flight for friends January 13th 2020 using my WestJet Mastercard. The WestJet billing number on my statement was [protected] for the total of $471.06 Cdn. The reservation code is EDCBEV. The tickets I paid for were issued to Terry Martin and Elizabeth Martin. my WestJet Mastercard number which the tickets were paid from is [protected] with expiry 02/22 I do not care how I receive my refund where cash, cheque, credit miles to my WJ account #[protected]. I have been a loyal WJ customer over the years and hope this issue can be solved without going any further.
Regards Gordon Black [protected]
[protected]@logsend.com

West Jet is refusing to refund my money for flights I could not take because Canada's borders were closed due to Covid-19. They claim I am not entitled to a refund because I canceled the flight. I canceled the flight only because a West Jet agent advised me that I could only get a refund if I canceled the flight and put the monetary value into a West Jet travel Bank. The agent informed me that West Jet would then turn the travel funds into a refund. I did exactly what the West Jet agent advised, yet when I submitted an online form to request a refund, West Jet refused my request, stating that I was not eligible for a refund because I canceled the flight. West Jet's agent blatantly lied to me about putting the monetary value of the flight into their travel bank, and West Jet is now refusing payment refund because of the agent's untruthfulness. Air Canada refunded payment for flights from the US to Canada because I could not enter Canada due to Covid-10. How can it possibly be fair that West Jet will not refund my money for flights from Canada when I couldn't even enter Canada? And how can it be fair that they are refusing to give me a refund when I followed the exact advice they gave in order to get a refund?

I booked four flights from Calgary to Toronto June 24 returning July 3(Westjet Number LDKWWN) through Expedia.ca. Price was $249.41/ticket. Payments for the tickets was made directly to Westjet.

Due to ongoing Covid restriction I rebooked the flight to Aug 21 to Aug 30. Prices have reduced to by $27 to $223/ticket. Westjet website says that their change policy says "if fare is less the difference wold be paid as a Travelbank credit" When I talked to the rep at Expedia she said she could not offer me the reduced fare or Travel credit, only Westjet could do that. I was told my options were to upscale my ticket to EconoPlus at additional charge $35/ticket to use the full value ($249.41) or waive the difference. I proceeded to rebook the ticket and was told by rep to take the credit up with Westjet. When talking with Westjet rep they said they could only offer Travel credit if flight was booked through Westjet directly and not a third party. the rep said that this was and had been industry practice for decades. Add further frustration, when I went back to Expedia I was told that I could cancel/void the ticket as it was outside the 24hr policy period by 18hrs.

When booking on the Expedia website, it directs you to the Westjet change policy. The policy does not make any reference to third party agencies.

My issue is three fold:
1) Westjet was paid $249 directly for the initial price of the ticket.
2) Westjet online policy specifically states that for change if the difference is lower the difference will be paid as a Travel credit.
3)As a consumer I rely on information provided. not unpublished "industry policy"
4) If I need to rebook new tickets and the price goes up i pay additional cost from current ticket ($223/ticket) not from my initial purchase.

If further information is needed I can be contacted at [protected]

Get this straight - YOU cancelled MY flight TWICE. I didn't cancel my flight. Therefore, YOU provide ME a REFUND - no questions asked. That is how all 21st century successful companies operate.

Over 6 months ago, I booked a flight back to Canada, and they cancelled it after few days. I rescheduled it with them. Then about a week before my flight, they cancelled it on my again. At that point, I expected a refund (who the hell wouldn't?). Instead they kept my money and hid behind a policy that, because I booked through Hotwire I had to go through them. I contacted Hotwire several times, and several times they attempted to get a refund for me on my behalf. Guess what? They were denied as well.

So, WestJet (TedCruzJet?) here's an example of how it works from a very prosperous company called AMAZON.

1. You make a purchase.
2. You do not receive it in a reasonable amount of time (say, 2 weeks).
3. You cancel the order because the item hasn't even shipped yet, and you can't wait any longer for a garden hose because you need to start watering your garden (or a flight, for example because Christmas season has passed - especially if the customer tried twice to reschedule the flight).
4. A proper company like Amazon provides a full refund immediately. Duh.

If WestJet was able to change my card directly, WestJet can certainly refund a credit card. I don't buy WestJet's 3rd party policy baloney. It just gives WestJet and Hotwire an excuse to pass the buck back and forth.

I see a direct charge from WestJet on my credit card. They can obviously refund me just the same way. Hotwire did not charge my credit card - WestJet did!

On January 12, 2020 I booked a vacation with WestJet Vacations via the Expedia website. The trip was supposed to commence April 25th, 2020. WestJet cancelled the vacation and has thus far refused to refund me the cost of $4, 857.22 and instead offered a voucher which I did not and do not want. I want a full refund. WestJet insists they don't have to.

Due to the COVID-19 pandemic, I was unable to travel to the Dominican Republic. My flights were for April 4, 2020-April 11, 2020. I live in the United States. Travel restrictions were in place at that time and I could not enter Canada and international travel was restricted. Westjet provided a travel bank refund for 2 years which expires on March 18, 2022. This expiration is less than one year as of today's date. Since there is no sight as to when the border will reopen, I will have even less time to plan. I requested a refund to my original payment form. I have called Westjet numerous times and requested a refund. I filled out Westjet's online form requesting a refund. They denied my requests. I am hereby requesting assistance in obtaining my original method of payment be refunded for our 4 tickets purchased. My rewards number is [protected].

I had to cancel a flight last year (2020) in March due to Covid-19, I was told I would have a credit with the airline for a year. I look at my account and Isee no such credit. I would like a refund on this purchase because I can still not fly. I have included my rewards number and I do have documentation of my trip that I didn't get to go on. I am not sure why you don't have it on my account at all that I booked this trip. West Jet Rewards - [protected].

We have Westjet customers for years with no complaints, so this goes against our better judgement, however we think we have been over charged by one of the WestJet agents on some changes. Ill start from beginning.
We had a flight booked from Regina Sask. to Calgary for October 13, 2020 reservation code JMIFDC for for two adults. In September 2020 WestJet called us to cancel flight due to Covid. They told us that they will be flying to San Jose del Cabo Mexico 0n Saturdays only in October 2020, so we rebooked our flight for Mexico October 24, 2020 flying from Calgary. However we needed to be in Calgary for the Friday October 23rd for an early appointment so we asked the agent to book us a trip from Regina to Calgary on 23rd Friday for the morning so she booked us a sperate trip leaving for Calgary at 6 am from Regina to Calgary on October 23rd Friday to keep a Mexican Consulate appointment in Calgary, the additional cost was $244.00 the flight and times for flying into Mexico on Saturday October 24th2020 remained as is.

So then October 19, 2020 I receive a call from Consulate telling us they have to cancel our appointment as their computer systems are being upgraded October 22 and 23rd they will not be taking clients.

So we call WestJet to change our days of flying yet again this time to November 6, 2020 from Regina to Calgary and then on November 7th from Calgary to San Jose del Cabo Mexico keeping the same times for flying.

The agent we spoke to, told us that this would be an additional fee of 240.00 for changing the dates, and to get us out in the morning . Because needed a morning flight to keep appointment.

We confirmed everything with her and he repeated it to us.
When we go to print out our itinerary we noticed she had us on a night flight JMIFDC from Regina to Calgary on November 6, 2020 not on the morning flight we paid for.

So we called Westjet again to change this time for us to the morning of November, 2020, they had nothing available . So we had to settle to fly our from Regina to Calgary on Thursday night at 7:10 pm. However we were charged an additional $220.00 for this change and this was not our mistake, it was the agent who made the mistake. We feel we should not have been charged this fee.
We will wait to hear from you on how this issue will be resolved.

All our reservations can be seen at the WestJet reservation to corroborate the information using the West Jet reservation code JMIFDC.
Thank You .
Sincerely,
Nadia and Ron
[protected]@mymts.net

Westjet - Halifax to London Gatwick. Booked and paid $1063.11 on August 15, 2020 for flight departing Sept 11, 2020. All WJ Halifax to Gatiwck flights cancelled the next day. Flight customer reference SNUWVM for Kerry Rose Buick. I emailed WJ stating I wanted a full refund made to my Scotia Bank Debit card - Craig Buick. Since Aug 17th, 2020 I have called and emailed WJ six times as it is now Oct 15, 2020. Still NO refund. Yesterday I called WJ customer service and was told that the canceled fights departing in August were now being refunded but as yet not my September 11th flight to the UK. I was very specific that I did not want my funds coverted in the WF "Travel Bank" which I was told they have infact done to speed up the refund process. I need my $1063.11 now. The last WJ agent I spoke to last night (Oct 14th) hinted that I may not see a refund as WJ needed all the cash they had to keep operating. It is now over 60 days since I paid for my wifes ticket, but still no refund, just excuses. I would appreciate your assistance Craig Buick [protected]@gmail.com [protected]

Hello
Me and my hubby was planning our trip to Europe this year first time we booked our flight with WestJet, Edmonton Toronto London, the made a booking just after Xmas, we paid ticket Number JXWQDN, then our rout had been change, we were not too happy but we agree, Then Covid 19 came in. We are both in age and high risk group, so when the boards had been closed in Canada, I went on site and cxl the trip with note Why, I had been charged 500.0 cxl fee, but still West Jet was owning us over 1500.00
then I get a credit for 754 of something I guess the rewards point, and nothing else. I went yesterday on WestJet line to check and surprise. Just
sorry; No points for me . no money back .
Is this how the WestJet is treating the customer's, so in own words of customer representative just go to court if you want your money.
I have been working in hospitality for over 27 years and I was shocked.
This is not what I expect, all those advertising about good service is
one big bs... sorry for the word.
So please explain me how this happened,
the Canadian border had been closed on March 11, and they are not open yet for leisure travel.
Are you punishing us for it?
as we made the changes and try to prevent ourselves from getting sick?
Is this a service West Jet offers to seniors?

Sincerely
Boguslawa Pomerenke