WestJet Airlines

We left for Jamaica December 17, 2019, the flight from Mtl - Tor which wasn't bad. When we arrived in Toronto to connect to Jamaica that is when everything went down hill. The staff were snapping their fingers to get everybody on board on time, allowing passengers to board with 3-4 carry -ons. When we asked about it the Agent said "Right now we just need to get everybody on board so we do not leave late". So once we boarded there was no more room to store our carry-ons. The couple we travelled with did find a bin at the back of the plane, meanwhile my husband was asked to travel with his carry-on under his legs to Jamaica, which was not comfortable at all. Once we landed in Jamaica the confusion was unbelievable. We tried very hard to find a WestJet Rep/Agent to ask what was going on, but there was none to be found. We waited almost 3 hours for our luggage, 2 hour bus ride. We did not arrive to our hotel until 6:30 p.m.
The next day I asked Guest Services where I could find a WestJet rep, they told us that they do not come to the hotel. I called Customer Service & was told the Destination Rep would contact me. He did meet us Thursday,
Dec. 19. He took down our complaints & said he would get back to us. He than texted me to offer an upgrade & priority boarding. So the 4 of us agreed.
When we arrived at the airport in Jamaica there was no priority boarding & the seat upgrade was one row up from where we sat when we left. I feel the Rep said this just to appease us, well it did not work.
Upon arriving in Toronto, my luggage was broken, we told the Agent who then scanned my ticket, told me to let them know when I arrive at my final destination. I asked a WestJet agent if I could open my Duty Free bag to get cigarettes, she said "Sure as long as you have passed thru Customs". Well when I arrived thru security I was told I was mis-informed & would now have to put the bag in my carry on & have it checked & then pass thru security again. All this took an hour which stressed me out because I had a
connecting flight to Mtl.
Once we arrived in Montreal my suitcase was not there. I then had to go make a report with the Agent, again. My baggage is still missing with my medications/supplements and my personal belongings.
I reached out to Kevon Street/Destination Rep, asked what happen with our upgrade & preboard. Told me it had been confirmed by his office in Calgary. So somewhere along the way another Agent dropped the ball.
This was our 1st time flying with WestJet & I hate to tell you it was a terrible experience all around. Agents with wrong information, promises unkept. Would I fly with WestJet again, not so sure.
Once we arrived in Mtl, my baggage was lost

On November 16 My husband, son, daughter-in-law and myself travelled from Winnipeg to Puerta Vallarta in row 3 premium seats which were purchased at the same time as we originally booked. On our flight to Puerta Vallarta the meal choice was not given to us as all choices were made by the first two rows. On our return flight the airline had inadvertently been given breakfast meals for the premium seats instead of dinner meals. Once again by the time row 3 was to be given the meal choice ...gone. Now note that we paid the same price (I actually paid for 4 upgrades) and we were not given "any choices" on either flight and totally the wrong meal on the return flight. Customers pay quite a difference to have these extras and look forward to "what they paid for". I feel that some compensation should be made by the airline to me.

So on the 22 of November I flew form YYZ to pos I had a carry and a 4 suite cases I was informed I cant take the 4 suite cases only 2 so I was told to make 4 suite cases into 2 mind you I'm traveling with a baby under 2 for Christmas so I made the bags into 2 eveb thou I said I was willing to pay for the 2 extra bags I found the manager to be very rude and unfriendly so now I get to the plan the over free bag check I take the chane to get it so my carry on bag was lost and my main bag was broken the wheel broken right off this service is just ridiculous the lady wants to settle for 800 when there was way more in my suite case every time I call no one gets back to me

I'm very unhappy with you service and customer service

Dear Sirs,

I would like to the information that, I had a major problem with my freight
( Tracking Number [protected]) .

I was freighting from Iran(Tehran), of date 23/11/2019 to Montreal (Quebec), but it is not here ever.

in my planning was specify before the 5th december 2019, and always I was in contact with Westjet, and the personel assure me that my freight arrived Tomorrow. unfortunatly this TOMORROW never came

I must inform you also, i am living in a empty appartment whitout my furniture and i hva nothing and my first thing for living and my base personel is in my freight bagage . I sleeping on the floor and in quebec at this time its so cold and now i have a back pain and in my legs in suffrence .

i have payed large amount of money for this transfert by plane to arrive faster and maximum in 2 weeks in montreal, but just now i undrestand there are so delays and all of my freight arrive by truck because I was told you don't have bigger plane to fit in the plan comming to montreal .

I would like you consider that this is not my error, and this mistake and delay produced from you and your company.

if I had transfer my freight by boat, it would have arrive the same time, but the cost was much lower and not as expensive.

I hope you restore my loss and damage, and redress my situation.

best regards.
Sholeh Farahani

[protected]@yahoo.com

Tel : [protected]
612, Rue Taillion
Drummondville
J2C 7M1
QC, Canada

Hoping this doesn't happen to anyone else...

I booked a trip on https://westjet.com...the same website I always go to for fares, flight bookings etc. Without even booking a trip, 4 separate, consecutive charges of $1227-$1500 show up on my credit card bill! Charges showed up on my Visa as coming from Westjet, but when I contacted Westjet to report the fraudulent charges, they would not resolve my issue! Westjet wore me out. I contacted them at least 10 times to resolve the issue, being stuck in random places, having my card decline when there was ample credit available, having to pay roaming fees because I'm constantly calling my bank and Visa to help resolve my issue, etc. They didn't even offer to discount my flight! It's a pity Canada has very few options for air travel. I'd rather walk than pay Westjet.

For 3 months I was unable to use my credit card without paying up to $1000, sometimes more than 1 payment per day, just to get $5 to take the subway. I frequently use my credit card for transportation so imagine the headache when I try to buy a train ticket, pay for a car rental, buy groceries, live my life and a fraudulent Westjet booking keeps using up my funds so each day I am stranded!

It has been close to 6 months and Westjet still owes me $1200+ and long distance/roaming fees paid. I have not and will not ever fly with them again and I strongly advocate my friends to boycot Westjet as well.

Good Afternoon,

On November 26th, Reservation Code KHJQKI - I made a reservation on behalf of my mother Sharon Patrick for a flight from Comox, BC to Edmonton, AB. 30 minutes after booking the flight I discovered I booked it for the wrong date. The reason that date took as I was used to book 3 flights previously.

30 minutes after booking the flight I clicked on the cancel flight on the email I received after booking the flight. Subsequently I rebooked the flight for the day I actually needed for February 4th - Reservation Code - RZCGFS.

I was not aware the flight had not been cancelled until 2 days later when I received via email a flight confirmation. I was also tracking reimbursement of the flight on my credit card that had not occurred as well. I was told on the phone yesterday, that I should have received an email confirming the flight was cancelled...how was I to know an email would be sent. I assumed based on utilizing the link in your email that by pressing the cancelled flight it actually would cancel the flight.

I have spoke to 2 of your representatives who refuse to refund the money based on your policy for basic fares with cancellation has to be within 24 hours. Your link not working should not result in penalizing your clients, especially since to my knowledge I cancelled the flight 30 minutes after booking it.

I respectfully ask that your refund the money for this flight based on the clear intent of your client in cancelling the flight.

I look forward to hearing from you in a timely manner.

Thank you,

Linda Borg
[protected]
[protected]@telus.net

1. Checked bag cost $30 US to return to YVR. Why US funds?
2. Asked for a can of Canada Dry. I was told NO! Not enough for two servings on this flight. We only got one serving!
3.Cabin temperature was very cold. Flight attendent told me to check with one of the Pilots. He said he didn't know. I told him it was too cold.

4. My daughter did not return to Vancouver with us. I asked the agent for a refund of her ticket price. He said that he would put this request in the notes and that I should contact Westjet.
5. The agent then called a Stand-by passenger to the counter. We should get a refund for the ticket price on this trip because otherwise the seat was sold twice by Westjet!

G. D. Powlik [protected] [protected]@telus.net

Took a flight with westjet 2 years ago from Dublin to Vancouver. WestJet lost my wife's luggage as well as my own. As a gesture of goodwill we were given a 250 dollar credit for westjet flights. Unbeknownst to me, the credit expires after a year and we were not told this was the case. I tried to use the credit towards a flight for my wife back to dublin but was told we were not allowed to use the credit for her because it was under my name. So we left it there until I was able to plan another vacation which would have been this year. I have been bounced around from customer support agent to customer support agent and I have been treated quite rudely. From this day forward I am promising to NEVER use WestJet services ever again. They have terrible customer service, and I was given the credit because of WestJets terrible service in the first place.

my name is Jamal Alobeidi
i bought a ticket to travel from london to vancouver via westjet airline and when i wento to travel in the same date the airline didnot allow me to travel and they informed me that i need USA visa to allow me to travel across USA and Canada and nothing in the ticket show that there is any transit to USA you will find below about the itinerary and receipt as i bought the ticket and i need to get the money refunded back to the account
i tried many times to contact the westjet and no one help me so i am complaining about that and i lost the payment
please i need to refund this money as i didnot use this ticket at all and the airline didnot allow me to travel

Your itinerary and receipt
Thanks for choosing WestJet! We look forward to welcoming you on board.

Reservation code LCDAJA

WESTJET Flight Number WS 4
CONFIRMED Monday, 21 January
Departure: LGW LONDON GATWICK, UNITED KINGDOM
11:00
NORTH TERMINAL

Arrival: YYZ TORONTO ON, CANADA
14:29
TERMINAL 3

Please verify flight times prior to departure

Meal: Food for Purchase
Aircraft: BOEING 767-300 WINGLETS
Duration: 8hour(s) and 29minute(s)
Distance (in Miles): 3576

Mr​ Jamal Al​obaidi
Seat(s): 17K / - / Confirmed

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WESTJET Flight Number WS 717
CONFIRMED Monday, 21 January
Departure: YYZ TORONTO ON, CANADA
15:59
TERMINAL 3

Arrival: YVR VANCOUVER BC, CANADA
18:19
MAIN TERMINAL

Please verify flight times prior to departure

Meal: Food for Purchase
Aircraft: BOEING 737-700 JET
Duration: 5hour(s) and 20minute(s)
Distance (in Miles): 2085

Mr​ Jamal Al​obaidi
Seat(s): 04F / - / Confirmed

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Your eTicket receipt can be found here:
Mr Jamal Alobaidi: [protected]
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Me and my family booked flights from Winnipeg to Orlando for our vacation. One of the reasons that we've chosen West Jet was for the well-known relation with their customers.
But noting was as planned and we were extremely disappointed with the trip.
Short time between flights that made us almost lose the connection between Toronto to Orlando. There is no way that someone can cross Toronto Pearson, cross immigration and catch the flight breathing normally. We were lucky, I should say. For 1 minute we did not lose it.
But unfortunately we weren't as lucky in our way back.
The air plane that was supposed to flight us back to Toronto got "stuck on traffic" as they explained us and using their words " it will be here when it comes".
That meant, short story that, the flight left over an hour late and even though the crew from Toronto to Winnipeg knew that we were there, couldn't wait any minute.
But the worst is yet to come.
The person on ground responsible for explaining that we've lost our flight back home was arrogant, disrespectful and more than unfriendly. She was more interested in continuing her conversation with other employee than explain the circumstances to my family.
No hotel was provided and not even any kind of help to get out of that situation. NOTHING.
We felt unprotected, with our hands tied and abandoned. How come we have to pay for a hotel if it wasn't our fault to lose that flight? Or as she suggested us, spend the night with my husband and my son on the comfort chairs in the airport.
Disappointment and regrets of choosing West Jet at this point is the only thing that I can think about right now.
As I still think that this company can make the difference, I attached to this letter the receipt payed to the hotel and I truly believe that you will change my mind and trust West jet again.
Gabriela Barbosa Ferreira da Silva.

my family got unprofessional services at the ticking boarding when we headed to cancun from YVR in the morning on the day of Aug31.
we were late to gate and we showed all sorry. hen I was saying " I am so sorry" she the lady at the gate replied very bluntly and humiliated our family. it was so horrible to face to the type of customer services. I admitted we were late and thank for waiting us. But her attitude was so horrible like unprofessional teacher scold young children. I dont know how our late showing impacted her duty but I think it should be addressed and they should be educated about basic customer services. the moment was in mind for more than a month and I think you should know about the poor services happening at the boarding gate for customer who are going to go their vacations and it messed up. Thank you.

I am a Gold member. I flew to Calgary today from Victoria on WS 220. Tomorrow I fly to Atlanta.

The WJ agent in Victoria Insisted after I asked 3 times that she was tagging the bag for Atlanta but no problem picking it up at Calgary today

I asked 3 times as it did not make sense to me Two agents assured me (Janelle? And?) I would get my bag. I made an issue of it

Guess what. Bag got checked through to USA for loading tomorrow. I am not happy. In 40 years of flying I knew not to believe her.

I thank the baggage desk in Calgary for finding my bag. I was delayed 1 hour at airport and missed a meeting.

I want the agent in Victoria spoken to and reprimanded and trained. Other passengers should not go through this

Ronald. Howard McIntyre

On Sept. 22nd., while visiting my Grandson in Calgary. I received a call saying my Brother in Law passed away in Nebraska. My Grandson called to ask if my flight could be changed as I was due to fly to Ontario on Tuesday the 24th. He was told that nothing could be done. However his niece had a similar problem a few weeks before. Her Grandmother passed away in Montreal. They call Air Canada and the flight was changed, no charge and she was also given a glass of wine when she boarded.

I ended up flying from Calgary to Omaha on Delta then back to St. John's on West Jet from Ontario.

Just wondering why policies are so different from one Airline to another.

Respectfully
Eileen Brien

We arrived at 8:30am for our 10:30am flight out of the YYC airport. We realized the security line was out to the main doors of the airport, something I had never seen travelling over the holidays. It took us close to an hour and a half to get through security, then we proceeded to RUN to our gate. When we arrived (with close to 15 other passengers in the same position as us) we could see the plane but were told that it left. The gate attendant proceeded to tell us "we had the option to hold the plane but chose not to". We were told to go to customer service and work it out there. The attendant told us that this issue was our fault not west jets and that we would be charged $1, 787.00 for a one way ticket home. MORE then what I originally paid for a round trip ticket. Knowing an attendant at WestJet she later told us there was a cheaper flight offered later that day... something we we're not offered. We had to pay but called west jet customer service to see if anything could be done. I told my story and was told "ma'am if you were on time you'd be on the plane". I've been thrown around between west jet, the airport, and security only to be stuck in the same position. Awful service

We received an email 2 days before our flight to Europe saying it had been changed a day and a half later. West Jet claims they sent me 2 emails in July and August informing us of the changes. My business is on my phone, I check my emails constantly, and did not receive these 2 they claim. There should be a recommended reply with such a significant change to ensure customers receive such important information. Now we are out a day and a half on our trip, we lose one night's accommodation, which is paid for already and a day trip and event, paid for. We were also to be in Paris to celebrate a special birthday and will now miss that and be flying instead. West Jet needs to compensate more for this type of situation. They're communication with customers should be top priority when dealing with people's time and money. Period!

I had my flifht last oct 7, 2019. I got in the airport 615 the agent told me that oh the door will gonna close in 20 mins so im happy i will make but then she ask did you check in online i said no bec as far im concern cheking in online is only a option and tbere no check in online before so i dont know what is the problem why they cant print my boarding fast it will not even take them 5 mins to print it... The agent told me oh sorry i cant let you in coz you did not check in online. So itold her why dont you print it now then i will run and get my plane... The olane is there tje dooe is still open so what is the problem... The agent want me to buy new ticket that cost 480 for 1 fligt... I was begging and crying i was late in flight due to bad weather... Its windy and pouring and i literally almost got into accident i have to pray 100x to make sure i will able to reach the airport safe that time my car was literally moving because of wind i was so scared driving that time but there are so rediculous no consideration and wants only money from people...it was supposed to be a happy birtjday trip for my self.

On the 26th of September the flight I was booked on WS24 from Halifax to London Gatwick. Was cancelled. At 1.30 am I was put on flight WS 4200 on 27th because of this I had to rebook my train ticket to get from Gatwick to my home in Plymouth. At a cost of £121.00. I have seen online that passengers that have this type of delay can have up to £600 euros. In compensation but for some reason this does not apply in my case. I fail to see that just because I am English and was returning home. Should exclude me from compensation. And I was told at Halifax that I would be able to claim. So basically I was lied to by your staff. I have used WestJet severel times and hope to do so again. Regards Eileen King ( NWPCKA BOOKING REFERENCE)

For my 2 kids and myself, I had bought 3 Westjet tickets to fly from Ottawa to Calgary on August 27, 2019. The trip is comprised of 2 Westjet flights. One is from Ottawa to Toronto (Westjet 3469) departing from Ottawa at 12:45 pm. The other is from Toronto to Calgary (Westjet 665) departing from Toronto at 3:00 pm. The cost of these flights for the 3 of us are $1, 064.88.

We arrived at the Ottawa airport at 11:50 am and lined up for the self check-in. When we got to the machine, the self check-in failed. We then lined up at the counter and by the time we talked to a Westjet agent, it was 12:15 and were told we were too late to check-in because there was a 45 minute cut-off and that we also lost the chance to get onto the connecting flight (from Toronto to Calgary) even if we get a flight into Toronto from another airline.

The tickets were purchased through Expedia. No where on the confirmation email sent with the e-tickets does it state there is a 45 minute cut-off for check-ins prior to departure. The restrictions that are explicitly stated are that cancellations not allowed, changes not allowed, upgrades not allowed, non-refundable, non-transferable. So by denying us boarding due to the cut-off, we had no way of going without buying new tickets at the counter.

If only I had known about this strict cut-off, I would have skipped the self check-in given the line up and gone straight to the counter. I would also have sorted out a different car arrangement to get there earlier.

Furthermore, I should not have lost out on the connecting flight if there was a way for me to get us to the Toronto airport in time for the Toronto to Calgary flight.

The end result is that I had to pay for new tickets at a cost of $2, 271.72 to get us to Calgary that day. I bought these new tickets from Air Canada as I no longer wanted to deal with Westjet.

I examined the confirmation email and did find a link to "complete penalty rules for changes and cancellations" which opened an Expedia page for Fare Rules and Restrictions. Half way down this page, there is a Penalties paragraph which states

"... FOR ALL FLIGHTS FULLY MARKETED AND OPERATED BY WESTJET FOR
ROUTES YOW/YMQ/YT AND YTO/YMQ.YOW-NYC GUEST MUST PRESENT THEMSELVES AT THE AIRPORT OR BY CALLING WS WITHIN 2 HOURS OF
THEIR ORIGINAL SCHEDULED DEPARTURE. GUESTS WILL BE PERMITTED TO TRAVEL ON THE NEXT AVAILABLE FLIGHT TO THEIR ORIGINAL
DESTINATION FOR NO CHARGE. ROUTES ARE SUBJECT TO AVAILABLE SPACE. OTHERWISE THE TICKET IS FORFEIT IN CASE OF NO
SHOW."

The wording "ROUTES YOW/YMQ/YT AND YTO/YMQ.YOW-NYC" is confusing as routes have an origination and a destination and only the second part refers to NYC as a destination. It also assumes all travelers know the code of the airports. As YOW is for Ottawa, I assume all Westjet passengers must be at the Ottawa airport 2 hours before departure time. In my travels (including with Westjet in the past), I am at the airport an hour before departure and have boarded. I have observed many other passengers coming at about this same time prior to departure. This is also inconsistent with what I was told at the counter about the 45 minute cut-off for check-in.

This very important cut-off needs to be stated explicitly and clearly in the same way as the other restrictions and limitations. It should not only be in a link which turns out not to be accurate. So basically, the 45 minute cut-off is no where in the confirmation email or in the links to Penalties. What is in the Penalties about being at the airport 2 hours ahead of the departure time and it is not enforced.

my husband (Ping Seto) and I (Yan Ning Seto) booked Westjet WS 1775 (Booking ref KZUOYF) from SFO to YVR on Sept 19, 2019 . The flight was scheduled to depart at SFO at 3:50 pm. At noon, I received email notification about the delay of our flight to 7:30 pm. We had to change our mode of transportation to take a train to SFO airport. When arrived at airport at 5:00 pm, we found that
(1) Westjet was not listed on the airport airline service counter listing.
(2) Our flight was not listed on the airport departure screen. As it should be listed original departure time and changed departure time
(3) SFO airport customer service could not tell us where the customer service counters of Westjet located.
(4) We phoned the customer service of Westjet listed and got message to call back again, again
(5) We could check into kiosk to print our boarding passes as it stated it could not read our travel document (passport). Only after 7 times, we were able to get our boarding passes printed.
(6) It was 6:00 pm then, our boarding pass stated departure at 3:50 pm and there were still no listing of our flight on departure screen.
We are seniors (76 & 77 years) and are not technically connected. The experience we had is totally unacceptable. Recently Government of Canada introduced passenger right registration and aimed to improve communication with passenger. The least of which Westjet could do is to keep airport information updated. And yet, I received more than 3 dozen of the same email about our flight delay during the time span with the exact the same message without THE EXPLANATION OF THE REASONS OF OUR FLIGHT delay.
My husband swore that he would not fly Westjet again!

Dear Sir/Madam,

West Jet Flight No; WS002 - Date 28th August 2019
Booking Ref: 1443879
Airline Ref : LOAMXB
Destination London Gatwick to Edmonton via Calgary, Alberta Canada

The above flight was booked in December 2018; a family trip for five, flying from London Gatwick Airport to Edmonton Airport, Alberta Canada via Calgary International Airport. The purpose of this holiday was to attend my nephew's wedding, with the first wedding function with immediate family and friends starting on the Wednesday 28th August from 2000hours onwards.
On route to London Gatwick Airport we were all a little upset, as my son in law Paramjit Singh (see attached) did not get his travel visa to attend this wedding/family holiday. We waited till the last moment in hope that his visa would be granted and his travel documents would arrive. Unfortunately, this was not the case and his visa did not arrive, neither had we been given any information from the Canadian Embassy with regards to his visa status. Therefore, his ticket could not be cancelled and we lost a lot of money, not only with the booked flight but with hotel bookings for that extra person.
Once at London Gatwick Airport, we checked in and still had Paramjit Singh's 5th seat allocated to us, which I thought was normal as we had paid for the seat. Once we boarded this flight, to my astonishment his seat has been sold or given to someone else. I felt this was cheeky as we had paid for that seat regardless of him not being present on that flight.
Having previously travelled with West Jet, we were aware that they did not provide an inflight food service. Due to this, before boarding our flight to Calgary, we had a good meal at the airport and stocked up on food and snacks to consume throughout the duration of our flight.
On board the plane our disappointment continued. Due to a problem with our aircraft door our flight was delayed by more than two hours. We were concerned as we knew we would miss our connecting flight from Calgary to Edmonton, which meant we would miss the first function of my nephews wedding.
Once airborne, we were pleasantly surprised to see that all seats were fitted with inflight entertainment screens (previously $6.99 to hire a tablet) and we were pleased when the airline staff began serving hot food to passengers. Seeing this, I assumed West Jet had changed their policies. Curious, I asked one of the cabin crew members as to when West Jet had started this inflight service free of charge. I was told that they only do this on this Dreamline Flight to Calgary.
As our flight continued, Cabin Crew confirmed that passengers will most likely miss their connecting flights. Our flight was due to leave from Calgary to Edmonton at 1715hours, but we arrived in Calgary from London at 1715hours. However, we were told that West Jet customer service advisors would meet us in order to give us new boarding passes for a flight that had been rebooked for us later that evening. The next available flight was at 2300hours, which meant we had approximately 6hours wait which was disappointing as we had missed the first family function for my nephews wedding. Furthermore, my brother-in-law in Edmonton had to cancel and rescheduled our airport pickup (taxi), which he had paid for (undisclosed sum). We eventually arrived at our home in Edmonton at 0100hours on Thursday 29th August 2019.
To conclude my message, due to the delay we faced at London Gatwick Airport, this caused us a considerable amount of inconvenience and tiredness, as well as severely ruining our plans for the evening and the following day.
Therefore, we would ask West Jet to consider the above as complaint or grievance, which caused us a lot inconvenience and stress before starting our holiday in Canada.
I look forward to hear from you soon.

Kind regards,

Paramjit Singh Luddu
14 Little Road
Hayes Middlesex
England UK
UB3 3BT
[protected]
[protected]@btinternet.com