WestJet Airlines
WestJet Airlines Customer Service Phone, Email, Contacts

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

2:17 pm EST

WestJet Airlines tiny black worm wiggling under my ham cheese croissant

Flight 23 Gatwick to Vancouver boarding time 10:15 AM, seat 15K.
Paid for ham cheese croissant, packaged, served from the flight attendant's cart. When carton lifted to open a small black wiggly worm appeared on my table. I sqashed it. It was not available to tell attendant nor to show.
Date 26 Oct 2018. Did not report earlier due to severe cough and cold symptoms.

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9:40 am EST
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WestJet Airlines poor value, terrible service

I noticed the flight attendant, pictured below, making awful faces during the French part of the safety demonstration. During the flight I had the opportunity to ask her why she was making faces like she was disgusted. She replied to me that she "hated doing the French part of the demonstration"
As a third generation French Canadian, I find this attitude inappropriate and highly offensive. I told this young lady that maybe flight attendant wasn't her calling. At this same time, the gentleman sitting across the isle from me touched her shoulder to get her attention. She told him it was VERY inappropriate to touch her and she stormed off. Although I wasn't traveling with this gentleman, I have gotten to know him as we are often on the same flights. I have always found him to be polite and considerate of the flight crew and the other guests. (Often helping less able bodied people with their luggage etc)

This flight attendant ignored both of us for the rest of the flight and when we both tried to order drinks from the male flight attendant, we were informed that he was not able to serve us due to inappropriate touching of the other flight attendant.
I can tell you that there was NOTHING inappropriate except the attitude of this young lady and furthermore I wasn't the one who touched her, I wasn't flying with the gentleman that did and I am still appalled by this flight attendants actions and attitude.
I don't normally take pictures of people but found it necessary to be able to identify her.
As I am currently booked through to the end of the year, I can honestly say I hope I don't have to endure this person again working on any Westjet flight but if I do I will have to look at different flight options for the future.

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9:06 am EST

WestJet Airlines service issue: file number ywgws00902286- gurindersingh

I would like to submit formal complaint to westjet management regarding my concern for refund before I submit this to regulatory body. Initially my luggage got delayed and it was advised that if we will pick ourself when it will arrive instead of that to deliver to our address we will get that early possible and also we will get $100 for that. We opted for that and assumed that we will not only get that immediately and also can pay for charges for taxi to and from airport from those $100 reimbursement. But when we arrived there to collect they refused to pay $100 and mentioned that its only westjet credit and is valid for one year. Its of no use as we donot think we will ever prefer to fly with westjet again.

Then baggage got delayed for more than 2 days. It was advised that whatever we will spend we will get reimbursed if you check the call history we were informed after 48 hours to pick bag from airport but then they mentioned that there is max limit of $250 even after 48 hours. Now its been more than 2 months I have not got my card yet and every time its one excuse or other.

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11:40 am EST

WestJet Airlines paid seating and baggage fees in us

After purchasing and paying (airfare/seats Ticket [removed]) on Apr 7th for my Oct trip to Myrtle Beach, I was surprised that my party of three were bumped to the back of the plane even though we had paid for our seats. I was also surprised to have to pay $84 USD for my bags on my return trip. My brother Ken [replaced] called Westjet and they informed him that the baggage policy had changed Oct 1st, but since we booked in April, they decided in good faith to refund him for his seat selection costs and full baggage fees for the return flight. I think this is excellent customer service and I wish to receive the same compensation.

Thanking you in advance,

Peter [replaced] (WS544594750)


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Update by PM013
Nov 20, 2018 7:10 am EST

Matter was handled by WestJet and all fees were refunded. Great service and thank you!

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11:18 pm EST

WestJet Airlines flight cancel ws4291

my flight was canceled because the pilot had maxed his flight hours ..shift. west jets actions caused my self and I am sure all the passengers. monetary loose. I was unable to be at work I lost a days pay, also had to pay an extra days parking at the Vancouver airport. west jets should compensate this looses. even though we all were given hotel rooms for the night. west jet should have changed the crew an continued the flight.

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8:12 am EDT
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WestJet Airlines the westjet flight was supposed to leave sunday september 30 from sxm to yul flight 2653 at 14h45... im a frequent traveler.. ws [protected]

We were in the bus going to the plane we had to wait at least 40 minutes all the doors closed and Under the sun….the local representative of Westjet in sxm...told us ere going back to the terminal because the plane has a technical problem...after an one hour and a half they told us to wait until tonight we will depart around 10 pm...i live in sxm ...i took a taxi and I went back home…I.had a lunch and around 6 PM I got a message saying that we will leave next day at 6 pm….disappointed i had a meeting monday for a new house….Next day I showed up at the airport around 4 pm to check in again...and finally we left at 7 reach Toronto at midnight..Westjet representative offered us an hotel ( Radisson)...I was so exhausted and i had to carry my 2 huges suitcases plus a carry on….Im 66 years old and was not able to take the Shuttle to go to the Radisson hotel...i decided to stay at the hotel at the airport. Sheraton cost me 381.94 next flight to yul was at 05h50 flight 3514...when I reach Yul i had to tacke a taxi...because my family was not able to come to pick me up...and I had to postpone my apointment with my contractor….
During the flight we had no in business class...because of 1 toilet not functionning ...during all the flight we had all the people in our face going to the toilet...very disturbing…..October ….i was planning to flu back to sxm on american Airlines...but finally I booked again with westjet October 14th...
i expect Something from you…..thanks for my understanding...DENISE PEGLION GIROUX

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10:40 pm EDT

WestJet Airlines total flight experience

On October 15, 2018 I took a flight from Montreal to Los Angeles with a 1.5 hour layover in Toronto. My first trip with WestJet and by far the absolute worst and filthiest experience I have ever had. Flight 1 Montreal to Toronto, the overhead bins were full and my bag had to be door checked, the flight left late and someone took my seat and was argumentative about moving. Flight 2 Toronto to Los Angles, my flight arrived late in Toronto and I waited a long time to get my bag. By the time I landed in Toronto my connecting flight had begun to board, I still had to go across the airport and through customs with no time to eat. I made ht though as the last passenger to board only to find myself on a filthy plane that was departing late again. By this time I had not eaten in over 10 hours and hoped to order food on the plane, but this 4.5 hour flight carried no food, only chips and snacks. During the flight I became physically ill because I had not eaten. The smell on the plane only heightened my irritation, only to arrive at my destination almost 20 minutes late again. This is a hands down "do not fly again".

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2:28 pm EDT
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WestJet Airlines the worst flight trying to get home

On October 9th 2018 my husband Danielle say gay and I Wendy say okay we're traveling from Penticton to Calgary Calgary to Ottawa reservation code m m d e p o f the flight from Penticton was w s3280 we were supposed to depart at 1515 p.m. from Penticton BC to arrive in Calgary at 1721 but that didn't happen they called us to go through security early because they're x-ray machines were broken they had to search everybody's bags manually which took a while I got notification from WestJet on my phone saying that the flight was delayed we were not going to board until 1540 short time after that I got another message saying that 1555 which means from Calgary to Ottawa we arrived at 5 minutes to 7 yes we missed our connecting flight so we had to stay overnight cuz they had no other flights they said it was no other flights until the morning they wouldn't put us up in a hotel and end up costing us $223 to stay at the hotel plus because we didn't make it home the next day my husband lost a whole day of wages cuz he was to be at work for 7 in the morning and again that didn't happen either so we were supposed to leave Calgary at 9:30 in the morning that didn't happen we got on the plane at 9:30 in the morning for them to push us out onto the tarmac then the captain came on and said the plane is broken those were his words he said they had to take a piece off of another plane to put them on our plane it should only take approximately a half an hour we all set on the plane waited the captain came back on saying that we all had to leave the plane go to the other end of the airport to get a new plane we did that was at 11 we were not going to board our new plane until noon at 12:15 we all got on the plane that he came home my problem is the fact that WestJet wouldn't put us up wouldn't give us any money towards our hotel that was not our fault that was WestJet so we had to take money out of our bank account so we can stay in a hotel because it ended up we were 18 or so hours in the airport if you add on till noon is probably over 20 hours I was not sitting for medical reasons and those chairs in the airport for 20 hours I'm sorry it couldn't be done plus my husband lost a whole day of wages 100% unacceptable I would like to know how WestJet is going to fix this I would like somebody to contact me back they can reach me at [protected] and again my name is Wendy Seguin. Thank you

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6:46 pm EDT
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WestJet Airlines westjet rbc mastercard

I have had a terrible experience with RBC. After hours of calling RBC to try to resolve this issue, it has gotten no where. The issue is as follows:

1. On July 16, 2018, I went to an RBC branch (8th street and Goodwin in Saskatoon, SK) to apply for a WestJet RBC world elite Mastercard. I was approved in the Branch and told it would be mailed to my address shortly. I waited a few weeks and wondered where it was. I called and they suggested waiting a little longer. I called again a week later and they issued a new card, suggesting I pick it up at the 8th street and goodwin branch to guarantee it does not get lost.
2. Two weeks past and no call from RBC and no card had arrived at the branch. They suggested I wait one more week. I called back a week later to find the card still was not there. I explained that I really needed this card as I had been waiting on it since July and had ordered it specifically for a flight on November 11th. My partner and I are going to a wedding in British Columbia and wanted to use the welcome WestJet dollars and companion flight. RBC was aware that I wanted the card ASAP for this purpose and said it wouldn't be a problem when it arrived.
3. After all of this, I told RBC that my flights were going up on a daily basis so they priority rushed it to the 1st Ave branch in Saskatoon, SK. I am currently out of town for work and asked what the most efficient way would be to get this card. They said because of my circumstances, if I gave permission, my partner would be able to pick up this card for me if he brought proof of ID and the proof of the same address. I thought great, this is the quickest way to get the card then.
4. A few days later the card arrived and my partner, Levi Thoner went to the branch to pick it up. After waiting for a half hour, RBC refused to give the card to him.
5. I called RBC and they said they could cancel this card and send a different one out or I could come pick it up myself. I would not have obviously ordered to the Saskatoon branch if they would have said my partner could not pick it up.
6. Since we really needed to get these flights booked and had been waiting literal months to book it, I left work early and drove three hours on Friday to get this card.
7. Finally, we had the card and went to book flights. We phoned WestJet to do so, to find out we needed to wait six weeks to have the welcome dollars and companion flight available to us. WestJet told me to phone rbc.
8. Phoned RBC and they said they can't do anything and to phone WestJet.
9. WestJet says they have nothing to do with this and it is RBC that can change this.
10. RBC Told me this is a WestJet issue.
11. I called WestJet again and had an interaction with a lady this was very rude. She said, it is all computer automated and no one will help me.
12. I asked if I could talk to a supervisor and she said yes and put me on hold.
13. There was no supervisor available. I asked if I could make an appointment to be contacted tomorrow as I had made an appointment for the call I was currently on. She said WestJet doesn't take phone call appointments, even though I was in a phone call I had made an appointment for.
14. She said call back another time and stay on hold and ask someone to talk to a super visor another time.
15. I don't understand how there is no way to have this issued and it is only "computer automated". This card has been useless for the purpose I purchased it for. I am now going to miss a wedding in British Columbia because this card took three months to arrive and when it arrived I couldn't even use the companion flight or welcome dollars because it would cost my partner and I $2000 in total just to go to BC, which is insane.

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4:32 pm EDT
The complaint has been investigated and resolved to the customer’s satisfaction.

WestJet Airlines cancellation

I booked flights for me and my wife in early December to see my mother in England who has terminal cancer in the brain and lungs.
At no point on the phone was I notified of paying for checked luggage.
I found this out several days later and called to cancel. Get refund and book alternate cheaper air line.
Eventually I got to spoke to Elias employee code 25999. Told him of the circumstances and of the lack of information from the booking advisor.
I was offered a credit less cancellation fees.
Once again I pointed out the circumstances and the call must have been taped so review that.
This time he said the call will be reviewed in 7 to 10 days and at best I would still only get a credit,
I think this is appalling. I'm under a lot of stress. All I want to do is get a refund so I can go see my dying mother.
I'll have numerous expenses in England and I simply can't afford the $30 plus tax per bag each way so about $140 total return .
My reservation numbers are Fiqkzm and embooh
This really has sickened me as to how such a company can have zero human empathy.

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The phone conversation was pulled and listened to by a manager. Their employee was found to have been disrespectful and a partial refund has been credited to me

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12:26 pm EDT
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WestJet Airlines services

On Aug 21st I flew to Toronto via Cranbrook
WestJet Flight 3042
Aug 21-Confirmation #FIIVCR
WestJet Flight 670
Cranbrook YXC
11:40 AM
Toronto YYZ

On the Calgary flight to Toronto, I sat in the row just behind 1st class
The Steward was most concerned about 1st class service & failed to pay attention to the rows just after 1st class.
When trying to use the facility, the Steward told customers to stand back after the last 1st Class row to wait for their turn
I did not have any dinner and was trying to get his attention to order off the menu
When I finally did he was polite but seemed rushed
My chicken Wrap finally arrived. It was soggy with wilted old lettuce. When I tried to get the stewards attention I was ignored. I was hungry and picked through the unpleasant wrap and ate what I could. I never was able to return the wrap or get a refund.

Sept 3rd was my return flight

On my flight home, my seat was again behind 1st Class. When wanting to use the facility I remembered to stand back after 1st class row to wait my turn. I noticed that there was a 1st class customer waiting her turn before me.
When the stewardess came forward 4 rows from the back area, she looked at me and very rudely said from a distance "WHAT DO YOU WANT" I was shocked, felt centred out and uncomfortable by her Rude remark. I was very politely standing still, out of the way and just waiting my turn. Her second remark when I didn't respond to the 1st was "there is someone before you" I don't recall stewardess name, but her Rude, unfriendly manner made for an very unpleasant flight.
When I had my turn and I was returning back to my seat, I waited for the opportunity to tell the stewardess, quietly and politely so not to make a scene like she did. I told her that she was Very Rude, unfriendly (no courtesy smile) unpleasant, she responded with "I'm sorry you feel that way"
My reason for travel was to attend a celebration of life of a dear friend that passed last Aug.
I tried to brush off this unpleasant and unnecessary experience, bad food & rude unpleasant stewardess, during my trip to Toronto but this still bothers me and should be resolved with compensation request for a Refund, and Food voucher

Deborah Zamara
6047 Lang Rd, Wardner
BC, V0B 2J0

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11:54 am EDT
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WestJet Airlines service

So on October 9th my husband and I we're supposed to be we were supposed to be flying from Penticton BC to Calgary Alberta our flight was supposed to leave at 3:15 I got notification that it was till 3:40 I got another notification saying it was to 3:55 meanwhile the scanner X-ray machine for luggage was broken in Penticton so they had to scan everybody's luggage by hand or go through by and which took a while cuz it was a full flight which means we missed our connecting flights we left late so we missed our connecting flight to Ottawa which was supposed to leave at 6:15 p.m. we never arrive till Calgary until 5 to 7 p.m. so we went to the service desk for WestJet and they told us we're sorry but we have no more flights flying. Oh well then next available flight is 9:30 in the morning we asked them if they would put us up or do we have to sit in the in the chairs at the airport and they said well we don't put people up yes you'll have to sit in the chairs or with your own money and get a hotel room we were not happy so we are going from 7 at night till 9:30 more so that's what 14 and a half hours that we would have to sit in those chairs in the airport that wasn't happening on a few medical problems and no it was not going to happen so we end up having to use our own money to book a hotel because we missed our connecting flight we were getting a home till 9:30 the next morning which means my husband lost a full day of wages no we're really not happy we get we're supposed to get on our flight at 9:30 we get out on 9 930 flight they push us out onto the tarmac the captain comes on saying sorry the planes broken they're going to Toys back in with to get another piece from another plane and put into this plane shouldn't take long we all stay in the plane we wait finally comes back on and says well that didn't work not everybody has to get off the plane we have to walk to the other end of the airport get on new flight but now they're not born us now until noon so there is a a two and a half hour delay again I understand the plane was broken but like seriously so now we've been at the airport from 7 p.m. the previous date until we're still at noon still in the airport we haven't been on the aircraft yet so that's what 12 17 almost 18 hours that is not acceptable they never accommodated us with a room no food no nothing there you go back to lunch yet I'm not happy with WestJet right now I really like it if somebody could contact me back and talk to me about this cuz I'm really not happy especially with my husband losing a day of Wages that's just totally unacceptable. My name is Wendy Seguin my number is [protected]. I'm looking forward to someone contacting me. Thank you

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Update by Wendy Seguin
Oct 16, 2018 2:12 pm EDT

This is Wendy Seguin I'm adding this to my complaint my reservation code is MMDEPF. We were to depart from Penticton British Columbia on flight WS 3280at 15:15pm to arrive in Calgary at 17:21pm to then get on flight ws 612 and leaving at 18:15th arrive in ottawa at 00:02+1day. That didn't happen my number is [protected]

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4:20 pm EDT
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WestJet Airlines seat selection was cancelled

12 October 2018

Westjet Complaints Department

Dear Sir or Madam:

Re: Reservation Code SLBFZY, Ruediger Seyen, Barbara Seyen

On February 15, 2018 I booked a flight to Maui from Vancouver for November 6, 2018 (WS1876) for myself and my husband. On that date I also booked and paid for the reservation of seats 14F and 14E, exit row seats for more leg room. These seats were confirmed by Westjet on February 15, 2018. We also received our E-tickets on February 15, 2018 and the seats were again confirmed on our E-tickets.

On August 15, 2018 I received an email from Westjet informing me of an adjustment to the flight schedule, this was due to a change in the departure times. Our seats, 14F and 14E were again confirmed by Westjet in this email.

On October 9, 2018 I received an email from Westjet informing me that the exit row seating was unavailable, new seats were assigned and the fees refunded. No explanation for this was given. Therefore, I contacted Westjet by telephone on October 10, 2018 and was informed that this was due to an internal error by Westjet. After asking many questions to the guest services representative and after being put on hold for close to an hour, I was informed that seats 14F and 14E were re-issued to customers using Westjet Vacations and that there was nothing Westjet could do to issue those seats back to us and that we were now issued seats 18F and 18E. Sorry! was the comment given.

It is my understanding that I entered into a contract with Westjet on February 15, 2018 when I booked and paid for seats 14F and 14E (WS1876 on Nov. 6, 2018). These seats were confirmed by Westjet numerous times by email.

Since this contract was broken by Westjet October 9, 2018, please inform me as to how Westjet will rectify this situation, especially since we have been very loyal Westjet customers for many years.

Yours very truly,

Barbara Seyen

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2:31 pm EDT
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WestJet Airlines delays, missing connections, and missing luggage

Flight number WS3129 Scheduled to depart from Regina Sask. at 0700. Did not end up boarding until 0710 as they claimed they "needed to warm up the cabin of the plane."
We then waited on board for 54 minutes. They said we were waiting for the De-icer truck.

We finally left at 0804, and did not arrive in Calgary until approx. 0930. Missing our connection. We were also kept in the plane on the tarmac for an additional 25 min with no reason.
We waited in line at the West jet customer care desk, and was put on the 1430 flight to Las Vegas. We were told there would be no compensation for food or drinks, even though we had 4.5 hours in the airport.

We boarded the airplane to depart from Calgary, and decided to have a couple of beverages to finally celebrate that we were on our way. Being that it is a 2.5 hour plus flight we each had 2 beverages. 2 of us ladies decided to have a third, and when we called the flight attendant, we were told she was having her lunch break! The other 2 ladies we were travelling with were sitting 2 rows in front of the crew and overheard the crew stating we had already had 2 beverages and that this would have been our third. Not sure what that comment is all about.
We then arrived in Las Vegas safely, and upon arriving and waiting at the baggage claim, found that our luggage did not make it to Vegas. After being held up at the Calgary Airport for an additional 4 hours, our luggage did not make it to our aircraft.

We had plans for that evening and were told we could go out and

purchase 100$ worth of incidentals. First off, there is no way that 100$ would cover even half of that.

We were told our baggage would be coming in on the 2200 flight from Calgary, so we were back at our

hotel by 2300, and received a call at 2330 that our luggage had arrived and would be delivered to our

hotel. It finally arrived at 0300! What a waste of a night in Vegas.

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7:30 pm EDT

WestJet Airlines meal service

I was on flight WS 676, 6:15PM from Calgary to Toronto on Oct 5, 2018. I had seat 1A.

My complain is regarding the cabin crew serving meal. She came to me asking about my selection on main meal but she went to come back again. But she never came back to ask. She started giving food to passengers but she just ignored me!

It's not acceptable to forget food/meal for someone sitting in seat 1A, 1st seat of plane!

BTW, I am flying with Westjet very often for business, almost for 2 years. I have been very happy of Westjet's services till my last flight last week.

I hope I won't see cases like this in my next flight with WestJet in November!


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Update by Mahmoud Aablue
Oct 12, 2018 7:28 pm EDT

Sorry if I made a mistake in posting. The complaint is for WestJet Airline services.

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12:43 pm EDT

WestJet Airlines customer service

Hi, my sister and her husband Elsmer and Claudine Rankin were stuck in montego Jamaica for 5 days with 3 children all under the age of 14, to be exact 2 babies under the age of 5, leaving from the Cayman Island to Jamaican and then to Canada. They would not let them on the flight to Canada on August 4th 2018. They end up getting on the flight on Aug 9 th all the documents were up to date, The first day one of the child and the his dad were allow on the flight, the next day they can't get on the flight, the following day they want the two children under the age of five to get on the airline it's ridiculous, they spend all this unnecessary money to stay in hotel in Montego Bay and to go back and forth to St Ann to stay with family members, the family vacation was ruined because they didn't get to see the rest of family who they suppose to meet in Canada because they were 5 days late, exhausted, stressed and disappointed, because of the unprofessionalism of your staff. I would like to know who's responsible for all these expense thank you.

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4:58 pm EDT
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WestJet Airlines lost luggage/poor service

Myself and my partner flew from St. John's nl to Las Vegas on September 24/2018. We had a connection in Toronto. We went to go through customs only to find out they couldn't find my partners luggage. Which meant we couldn't go on the flight to Las Vegas until they could locate the missing luggage. They scanned the luggage in Toronto but couldn't find it to put it on the plane to Las Vegas. The thing that made me so upset that I paid an extra $200 each to have this flight so we could get in Las Vegas @ noon so we could enjoy our first day. So now we lost that day. The WestJet agent was annoyed by my concerns. She put us on a plane to Edmonton which meant now we couldn't get to Las Vegas until 6:00. I would like to add we have been at the airport since 3 am nl time. So being stuck in customs until she could figure something out for us. We were put on a flight to Edmonton in which we had to run to get with no food. Then to find out we were in the back row of the plane, and we all know what that means...last to get food, if your lucky but as you would guess there was no food left for us by the time they got to us. Then when I looked up to the front of the plane it wasn't a full why would you punish your passengers by putting them to the back of the plane with no food. No compensation for this mishap. By the time we got to Edmonton I had a severe migraine with no food. I was so upset that there was nothing done for us at all. Yes when we got to Las Vegas we had to go make a claim for the luggage ($100)all well and good but that didn't help. We were late getting there, no luggage for my husband, our day was gone. My $400 I paid extra was ruined. I totally understand when there is weather or mechanical trouble but this was just totally irresponsible on someone behalf that upset our first day. Then we didn't get the luggage back until 2 days later. Thanks for taking the time to read my concerns. Looking forward to hearing from you.

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9:45 am EDT
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WestJet Airlines flight

Hi, I had my flight on October 2nd from London, UK at 12:35pm and I had 2 connections. One in Toronto and then in Vancouver. My final destination was Prince George. When I reached the London Gatwick Airport I got to know that the flight was delayed and it was then at 2pm. However, we did not board the flight till 2:30 pm because of which my connections were delayed too. When I reached Vancouver I had to claim luggage just because I had a layover until next morning and I had to stay at the airport the whole night waiting for my flight to Prince George the following morning. First of all, no prior information was provided that the flights are now delayed and secondly when a passenger has to spend one full night at the airport just because of the delays there has to be something provided to the passenger to rest. I had to be awake for the whole night in Vancouver because they do not keep the luggage if the flight is the following day which was not my fault and because of which I could not use restroom as I had to be near my luggage. I have to say this but I had a very bad experience with WestJet.

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9:42 pm EDT

WestJet Airlines hotel stay at ocean riviera paradise playa del carmen

I recently returned from a west jet vacations to playa del carmen staying at ocean riviera paradise. The vacation and the flight was wonderful. It was myself and my 2 grandaughters, so we had a pullout bed in our room. We called housekeeping and asked if they could make up the pull out bed. We left to get some dinner. Upon returning back to our room to go to bed, my granddaughter got in and I heard her say what's in my bed. She got out of bed and turned on the light and it was full of glass. There was a footprint on her pillow. We took pictures and went to the front desk. After showing them the pictures they gave us an upgrade and told us to have a good time. Upon check out I was told I owed 120.00 us to pay for the glass that was broke on the picture above the bed I told them We did not break it. They told me to pay it or go to jail. The guest service staff was very rude to us calling my granddaughter a [censored] in Spanish. I asked to speak to a manager and was told there was none. I spoke to a guy that arranges the transportation to the airport and he called the west jet rep. I told her what happened and she contacted guest services and they told her I wanted to buy the picture that's what I was paying for. I did not want to buy it and if I did break it why would I have gone to the front desk to report it .I had to pay for it, the receipt I received does not say what I paid for. I made the front desk witness that I wrote on the receipt that I was made to pay this I had no choice being threatened to go to jail. After I took the receipt and walked over to a room that said privileged and ask to speak to a manager I was told over and over there was no manager Finally a man came and said he was the manager and I asked him to read what I wrote on my receipt and sign it..he finally did and our bus was there to leave. I feel this hotel is ripping people off as there was another lady going through the same thing. I am 66 years old, I do not break things on purpose and I feel I was made to pay for something that I did not do and I would never go back to this resort again. I think you should put on your web site to have the rooms inspected by the management before staying or you will be charged and I feel this should be taken off my credit card because I was forced to pay
Thank you
Linda Turner

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Linda SterIing Turner
, US
Oct 05, 2018 10:48 pm EDT

Never mind. I just found out that when I went to the washroom my grandaughter broke the glass. There was a picture frame. She broke the glass and was afraid she would be punished and hid it under my bed. She wanted to confess about it, but she got scared when they said that if we did not pay for the broken glass that she would go to jail. She just told me that she was playing around and the picture frame fell while I was in the washroom and it fell on her pull out bed. She admitted that she was scared of telling me at first because she was afraid that I would get upset. Then she said she was afraid of telling when asked about it because she thought she would be thrown in jail for breaking it.

2:18 pm EDT
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WestJet Airlines lack of communication and guidance while flying back from tampa to regina, september 30, 2018.

I'm writing to report a lack of and confusing display of communication by your flight agents in both Tampa and Toronto airports during a personal pleasure trip.
While departing from Tampa airport, it was requested volunteers check their carry on luggage, free of charge, because of a full flight from Tampa to Toronto. Flight #1245 12:55 pm Sept 30, 2018.
I did so thinking I'd get it back once we reached Toronto. (As we had a connection from TO to Regina 3 hours afterward. )The Westjet agent took my carry on but did not disclose any information regarding the fact that I wouldn't get my carry on once we landed in Toronto. I had prescription medication in my bag that I needed to take but was unable to because the checked bag went directly to Regina! Had your agent informed me that detail, I wouldn't have volunteered my carry on!

Secondly, once we did land in Toronto, flight #605 (which was 20 minutes late in departing) we were instructed that because we came from Tampa, we would have to pick up our baggage before we went through immigration but we waited at the carousel for 40 minutes and no bags showed up! It wasn't until afterward that we found a Westjet rep and asked, then were told that we didn't need to pick up our bags after all!

Our trip was good overall going down from Regina on September 23 to Tampa but holy smokes coming back on the 30th, you guys really blew it in my estimation!

A very disappointed Westjet patron

Dave Soroka
485 Maple Bay
Estevan Sask
S4A 2E6

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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 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

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

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