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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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10:21 pm EDT
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WestJet Airlines cancellation

To whom it may concern

I am writing a request for refunding our monies from our trip itinerary rzg00h to New York! We are very dissatisfied with the service/stress we received on this trip! First of all we received no notification from west jet about our flight #3011 being cancelled from Medicine Hat to yyc on September 22, due to some difficulty on your end. Four and half hours before we were to leave Medicine Hat, Expedia sent myself a email out about this cancelation at 2:20am. We did not read this email until 4am. We imeiately tried to contact westjet at your contact number provided and after 20 min of waiting finally was able to talk to a representative. He told us that our flight was cancelled until Sunday and our flight leaving Calgary was cancelled until Monday, we explained that between our 2 Rooms(550per room for 2 nites), ball tickets(1000), and other paid for activities we can't have flights changed! He proceded to tell myself that if we are able to get to Calgary before our flight #1680 left he could place us back on this flight. We agreed and started our 4.5 hr drive to Calgary. Thinking that we were so lucky that I read that email we would of missed out on all the money we had spent besides the flights, our luck changed when we got to Calgary airport and after dropping off our vehicle in long term parking, we were unable to check in to our flight. Another representative of westjet after half hour finally and major confusion was able to get us our boarding passes. After customs we had a few mins before boarding and laughs about our morning so far it was short lived once we boarded. The seats we booked and paid for were taken by others and we were placed back by bathrooms(not even close to where we were supposed to be). We arrived in New York the time and day we booked. We contacted westjet before we left about having to cancel our flight #3014 from Calgary to Medicine Hat because we had our vehicle already in Calgary airport long term parking due to our cancelled flight back on sep 22. . The representative agreed and cancelled that flight so no one would be expecting and waiting on us on that flight. When we returned to jfk airport to return home again our checkin would not work. Again we had to wait for a representative to look at our itinerary and get us our boarding passes, which after 45 min told us that they had us double booked etc etc. When we boarded flight #1681, again none of the seats we had paid and booked were ours. In fact we had to sit against a wall with no window only a seat to look at for 5hr16 min! We all have flown Westjet many many times and have not had issues like this before. I sure hope this will not change our thoughts. When we talked to Westjet representatives they told us to email for our reimbursements, which are as follows. (1) Flights from Medicine Hat to Calgary and Calgary to Medicine Hat! (2) Our seat selection costs that we spent. (3) Long term parking in Calgary airport (4) Fuel having to drive the 9hrs there and back. I feel that this from the get go was a total disappointment, I feel that Westjet should reimburse our lost or reimburse the entire flights or a total flights value credit toward a next trip to each of the following passenger below:
Arden
Tammy
Brock
Juanita
Booking code- RZGOOH
Contact:
Tammy
[protected]@gmail.com

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6:47 am EDT
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WestJet Airlines refused to check-in

I flew in from Africa on Saturday 29th September 2018 ready to take my family to Punta Cana, Dominican Republic on 30th September for a 4 day holiday vacation. We had checked in online and we received confirmation that we needed to check in our bags 60 minutes before departure time, which meant 9am as take off was 10am.
On reaching the airport yesterday at 8.30am, we went to the self service booths to print out a baggage tag. The machine failed and we sought help from one of the westjet officials. She mentioned that we were already late but we showed her the email showing we were well within time as we had approx 30 min before stipulated closure time. She then went to speak to her manager explaining that we had already checked in online and all we wanted a baggage tag. The manager, now we know called Leah, declined and insisted we were already late. They sent us to the Westjet customer services queue where a very arrogant gentleman by the name of Steve came to us and insisted we were already late REGARDLESS of what the email notification we got (confirming baggage check in could happen anytime before 9am, one hour before takeoff). So we queued there up till 9.30am (hoping to get another flight in the afternoon or something) when we were served by a very courteous lady who was very sympathetic to us. She tried to call someone to check if we could still by any chance be allowed onto the flight, tried to see if we could atleast try and fly without the luggage which I was ready to leave in my car...I mean, she tried everything she could but we could not access that flight.
Had the Manager (Leah) and the arrogant official (Steve), only listened to us, confirm that we were still within baggage check in time and only hand us the baggage tag, we would have been in Punta Cana as earlier planned. Steve keep insisting we should have come 2 and half hours earlier and would not listen or reason based on email confirmation from Westjet. He rudely dismissed our appeal and keep insisting we are to blame for not coming two and half hours earlier.
This is a trip I planned for my family through Westjet Vacations and given that I work in Africa and only traveled all this way for the trip, you can understand my hurt and disappointment given what Leah and Steve's incompetence, arrogance and abuse of authority has caused. The courteous lady was able to rebook us for Tuesday but it means we have lost two days of that expensive holiday for no good reason whatsoever.
As a minority, I feel my family was profiled and humiliated by Leah's and Steve's actions and attitude. Our sacrifice, investment in the family holiday and our limited quality time has been greatly compromised by the above named westjet official. I am very disappointed and would request that westjet reimburse us the loss we have incurred in losing these two days in Punta Cana. The reimbursement can never compensate what we have lost as a family but it will confirm the regrettable incidence is not a act of corporate impunity and discrimination, rather reckless behavior of the two individual westjet officials.
My booking reference is VPHJBD.

Regards,

Richard

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9:37 pm EDT
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WestJet Airlines flight cancellation

I am writing this letter to request a refund on a ticket we purchased and did not use.
Our daughter was supposed to fly on WestJet on Sunday, September 23. 2018 at 6:30 a.m. from Toronto to Montreal to be there on her Uncle's funeral. The departure time was crucial but her flight was cancelled without previous notice. Unfortunately with the later flight she missed the funeral. This is not satisfactory, I would respectfully request a full refund as our daughter did not fly with WestJet.
Our Credit Card last four digits are: 1651
Passenger's name: Miss Sarah Bernstein
Flight #: 3518
Ticket number: [protected]/4
We look forward to your prompt attention to this matter.
Yours Truly;
Stephen Bernstein ([protected]@bnlaw.ca)
Edit Feher ([protected]@yahoo.ca)

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9:05 pm EDT
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WestJet Airlines damaged luggage

Can't believe the terrible damaged bag clam service. West is the one who damaged my bag. I got offered $100 flight credit for my bag which is well over $200 for a new bag it has to be a joke I did not go to fly with west jet in hopes to get my bag smashed in or the luck to be able to get a new crapy bag that I maybe could find for $100 hard shell bags aren't even for sale for that price and the inconvenience of having to go buy on and have the customer service representative threaten me and come around the counter at me and threaten my safety is rediculous. He also would not get his manager or help me out at all. Was the most ignorant man I have ever met.

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5:42 pm EDT
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WestJet Airlines poor customer service

On Sept 17th 2018 I booked a flight to Las Vegas with my husband, daughter & future son-in-law. I selected our seats as it was my daughters wedding & we planned to go over the details/planning during the 3 hr flight. When we got to the airport the staff told us there was a system change & they did not sit us together. Instead of us sitting in seats 4a, b, c & d they put my husband & I in 4c & d & put my daughter & her fiance in the very back of the plane! When I explained our situation to the Westjet desk attendant she just said I would need to call Westjet directly & have them deal with it. They also told my daughter that she would have to stick her wedding dress in the top compartment & hope no one put their bags on it! It's funny as when I called & asked how to deal with the dress they said they handled this all the time & to just go to the check in desk & they would assist with this request. I guess they just left out how terrible they would be dealing with it. Because of this my daughter was extremely upset as, as you could imagine, she was unable to go over the details of the wedding with me prior to landing in LV where she pretty much had to hit the ground running. This was a terrible start to a very important event & that left me having to deal with a very upset, panicked bride. I called into Westjet as instructed after we returned & I believe Mary is who spoke with me. After explaining the above to her, Mary went on to tell me that she could refund me the $42.00 seat selection fee but that I should be aware that Westjet does have the right to change seats when they need. OMG are you kidding me! Thanks so much for the empathy Mary! After she "got" how upset I was at the lack of empathy, she did advise that she was able to put $50.00 in my Westjet bank to be used within 1 yr. Again...WOW! I did thank her for what little she could do & asked if this complaint was going to be reviewed further or if it was just over, which she replied it would be over. She did tell me that I needed to tell her in specific words if there was something else I wanted or she could not do anything more for me. It was at that time I explained that a little empathy goes along way & I just wanted Westjet to take ownership of the terrible action they took. They had no reason to give our seats to someone else & after doing so it was up to them to own their mistake. I felt sorry for her that she thought throwing $50.00 in a Westjet bank for absolved her/Westjet of any wrong doing. I was also insulted at it. I see that Westjet takes every opportunity to post on all social media when they do anything positive for any/every one. I know also see how they handle it when they make mistakes. I am very disappointed & still very angry at the whole situation. Our reservation #'s for that terrible day were EYVEYA for Brianna Bergen & Steven Mercer & TGWZCP for Roxanne & Randy Bergen.

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8:39 am EDT

WestJet Airlines bait & switch

My experience with WestJet was a total nightmare that began with a routine booking for 4 from MCO to YVR for the New Year. Every trip, we book 6 months in advance for the best options. This time, we selected WestJet Airlines for the first time due to their overnight non-stop flight from YVR back to MCO on Jan 4-5, allowing us to take advantage of a full final day in Whistler, catch our 3 hour shuttle to the airport, and make it home the next morning for work. We then purchased our seat selections directly through WestJet.

Several months after the booking, Expedia notified me to contact them immediately, and that my return flight was unexpectedly cancelled. In trying to rebook a flight home, they struggled to understand why the alternative flight WestJet was offering was marked as "non-operational", and I spent 3 hours on the phone with them while they attempted to contact them. Eventually, I was asked to contact them directly, leading me to two more hellish hours with WestJet that I spent being rudely spoken to, given vastly conflicting information, and being hung up on never to be called back.

Finally, they told me I had only the following options: 1) leave early and take the $2, 500 per night loss at the hotel, 2) leave late and be forced to pay an additional $2, 500 per night at the hotel + all miss work that we dont have permission to miss, 3) leave that morning and have to pay for an extremely expensive early morning taxi because the shuttles don't run that early, 4) take the shuttle the night prior, taking the $2, 500 loss at the Whistler hotel and then also paying to stay at a hotel near the airport, or lastly Option 5) rather than flying into Orlando by 6am, take an overnight flight from Vancouver to Toronto, then fly to Orlando, effectively doubling the flight time, adding a early morning layover, and not making it home in time for work on Jan 5. Being an international flight, as much as we desperately wanted to avoid staying with WestJet, we couldnt afford to cancel and book so close to the trip date and face thousands of extra dollars in costs.

We reluctantly opted for #5, and WestJet then said that option was "non-operational" and to contact Expedia again. Eventually, Expedia spent another 2 hours on the phone with WestJet while I waited on hold for them to somehow book those flights, making me extremely nervous this flight will also randomly and suddenly be cancelled as well.

Now we are facing the exact opposite of what we paid for, spent over 7 hours cumulatively on the phone trying to resolve it, not to mention a gigantic stress and financial strain to all of us having to now figure out how to deal with missing mandatory work days. In all of this, not one time did WestJet seem genuinely kind, remorseful, or offer ANY sort of compensation for this massive service failure that caused disastrous implications to us, and undoubtedly many other passengers. This hasn't happened with any other airline we have ever used, and is a warning to anyone to NEVER book with WestJet.

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10:28 am EDT
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WestJet Airlines customer service in costa rica

Good Morning,

We arrived last night September 22, 2018, on WS2643 from Costa Rica (Liberia) to Toronto. We booked our seats on line as soon as the 24 hour booking opened. We initially had Seats 8A and 8B, zone 3. We arrived at the airport with our print out of our seats, there they provided us with our boarding passes with the very same seat number (Seat 8A and 8B). Much later, my husband Daniel Carette and myself (Rozanna Fernandes), were called to the West Jet counter. We went up to the counter, where we were informed there was a double booking. Not understanding what they meant by that. (when you go on line to book your seat, and if the seat is taken it will be marked with an X and it will not allow you to book that particular seats). They told me that there was a couple that booked before us, to which I responded that if they did book before us, the system would not have allowed us to book those seat and would have give us an option to book any other available seat. The people at the West Jet counter agreed. A little while later we were called once again to the counter and this woman by the name of Leisa, who claimed to be the manager, told us that we booked too early and the seats belonged to someone else. I told her we could not have booked early as the system would not have allowed me to book, then she said we booked too late and there was this couple that already booked those two seats earlier (seats 8A and 8B) to which I responded once again that the system would not have allowed me to book the seats if the seats were already taken. Then she proceeded to tell me that they paid for their seats in advance and we did not pay for ours (which of-course once again did not understand what she was talking about, not sure how that works but if they did pay in advance, the assigned seats would have been marked with an X (taken). There were excuses after excuses. She was adamant that we give up our seats 8A and 8B and wanted to put us in Seats (16E and 16F). She already had the boarding passes for those two seats (16E and 16F), in her hand, they were folded in half, like she took it from some one else and wanted to give it to us. I told her that I was not giving up my seat as I went online and booked it as soon as the booking offices opened, she insisted on us taking seats (16E and 16F ) and pretty much told us we did not have a choice (her words "take it or leave it"), and if I refused she would call the cops, to which I said "please go ahead as I have done nothing wrong" (she was a mega BULLY), she called the cops and they stood at the counter pretty much overlooking everything. She once again demanded that we take boarding passes (16E and 16F). To which I once again refused, with the cops standing by. She said something in Spanish to the cops, to which my husband asked her to speak in English her response was learn to speak Spanish if you are coming to Costa Rica (very RUDE, HOSTILE- SHE REPRESENTS WEST JET AND A MANAGER). Finally, I did not have a choice, gave up my two seats (8A and 8B) and took seats (16E and 16F). In the interim, they called the Captain out and he asked us what the problem was (captain name was Steve (i think) - Sorry forgot his last name). I explained to the captain what had happened. So the captain asked me if I booked online with Seats (8A and 8B ) and when we checked in, were given seats (16E and 16F), to which I responded no when we check in, we were given boarding passes with the same Seats 8A and 8B. The captain himself was confused as to why she (Leisa- Manager), took those seats away from us. When he questioned her she said that we did not pay for our seats the other couple paid for their seats, to which the Captain just looked confused and shook his head.
He asked us to take seats (16E and 16F) I told him we already did. He was very nice, he did every thing to make our flight back home comfortable. He did say that he was going to put in a report as well.

My question to you West Jet is why do we need to book our seats online? It defeats the purpose. We take the trouble of going online and booking the seats that we want just to have it taken away from us. WHY BOTHER? We can just show up at the Airport and slip a hundred dollar bill to a person(s) to have the best seats in the house and bump someone else off who has taken the time to go online and get the seats they want.

This women (Leisa- Manager), can learn some Customer service skills on how to deal, speak and react with customer. She was Rude, Obnoxious and a BULLY.

I have flown with West Jest from TO to Cuba, DR and Mexico and never had an issue, and always booked our seats coming back online and always got same seats we booked.
My husband and I are still very upset over this entire ordeal, to top it all off on Friday we had our puppy euthanized and were leaving Costa Rica with heavy hearts, to add fuel to the fire, we had to deal with this woman "Leisa" and everything that she put us through.

I only hope that no other Canadian has to go through what we went through.
I would definitely like to hear back from you with regards to this complaint.
please email me at [protected]@hotmail.ca and [protected]@inter-medico.com

Thank you.

Rozanna Fernandes and Daniel Carette

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9:35 am EDT

WestJet Airlines flight cancellations

I work in northern Alberta but live in Victoria BC. I am a WestJet rewards member and even have the RBC WestJet MasterCard. I usually book 2 or 3 flights in a row so I am not forking out a huge amount of money for flights! Working where I work your schedule sometimes changes with very short notice and you end up staying at work for anywhere from a couple of extra days to a few weeks. So last time I was home for time off I booked 2 flights ahead. My schedule changed my first day back at work and I would not be flying home again until the beginning of November. I had booked 2 flight one of which was September 25 thru their seat sale they were having which I thought was a good deal until I tried cancelling the seat sale flight! I tried cancelling on the app and it kept telling me I would have to call. Working night shift at 12 hours for 18 days in a row doesn't give you a whole lot of time for anything else. I was not about to stay up and wait for an hour for someone on the phone so I figured I'd call later in the evening. When I talked to an agent she informed me that I couldn't cancel my flight because it was their "Econ Lowest Fare" deal and you can't get your money back! Goodbye to $300 that it cost for the flight! It seems rather unfair that I couldn't get my money back and because I'm not using their airline they will just keep your money because of the hassle! Nothing like feeling that WestJet has stolen from you! They should at least tell you upfront that you will lose your money if you can't make it! I never had any idea that this was a policy of theirs or I would have spent a little extra to buy a flight I could cancel! I guess this is the only way they can make money is by ripping of the consumers! They seem to be more and more like air Canada these days!

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1:41 pm EDT

WestJet Airlines unacceptable flight changes

I was booked and checked in under Reservation Code RCDPBG, flying from Victoria to Halifax through Calgary, leaving 16Sept2018. On the morning of my flight, I received an email that my flight departure time from Victoria to Calgary was delayed, which I later found out made my connection time in Calgary too short to catch the next plane. Within an hour, I received an automated call citing changes to my Calgary to Halifax flight. Apparently I was taken off that flight and put on another flight through Toronto that would have made 2 stops. I plan my trips very carefully, and was not happy with this flight since it was a later arrival time in Halifax as well as having 2 stops, which I try to avoid. So I called the 1-888 number that was given on the automated call, and was told that there was a 30 minute wait for the next available agent. When the agent came on, I asked why I was taken off flight WS228, and she told me that it was a maintenance problem. However later in the conversation, she realized that WS228 was still flying. She was going to try to get me reinstated on that flight, but she said that she was going to have to refund my upgrade that I got the previous night, and then re-book me on that flight. She then wanted me to check in again. This seemed unacceptable to me since I felt that it was Westjet's fault that I was taken off that flight, and I should not have to fix it myself by checking in again. At that point, the agent said she would get another customer service person to help me. I again had to wait for about 25 minutes. The second agent figured out a solution fairly quickly. She rebooked an earlier flight from Victoria to Calgary, and got me back on WS228. I did have to check in again. This whole situation was very stressful since there were last minute changes with no explanation. Then having to spend more than an hour on the phone on the day of my flight made it absolutely unacceptable.
The story doesn't end there though, since the same thing happened on my flight back from Halifax to Victoria on 22Sept2018. On the morning of my departure, I got an email that WS81 was delayed to 4:30pm from 3:00 pm. I then received a call with the changes to the Calgary to Victoria flight. I was again taken from my preferred flight leaving Calgary at 7:20 pm, and told that I was instead leaving Calgary at 11:00 pm. Again these changes were unacceptable. I phoned to see if there was anything I could do to maintain my original arrival time in Victoria of 7:03pm, but I was told that there was no other option.
This terrible situation with two major unacceptable changes in my flight times in one week, was compounded with getting less than helpful information and attitudes from the first and third customer service agent that I dealt with.
My husband and I are Westjet Frequent Flyers. However these delays in flights and unacceptable changes reflect negatively on Westjet, and we will really think hard before we ever fly with Westjet again. Pam Skelton

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10:51 am EDT

WestJet Airlines delayed flight / missed connection

We flew with WestJet from San Jose to Toronto on September 8th. We were supposed to land at 8:30pm to catch our connecting flight to Montreal at 10pm.

Unfortunately the flight from San Jose was delayed. We were stuck on the aircraft from 2 hours and half and no snacks nor refreshments were offered to us.

We landed in Toronto at 10:30pm and missed our connecting flight. They rebooked us to the 6:30am flight on the next day. We learned in the morning that this flight got also cancelled and we took off at 7:45am after a 3 hours night sleep. We basically lost a day and still had to pay for the night on Montreal. They didn't offer any compensation whatsoever.

We also discovered the day that the Westin they booked for us charged us 114.11 USD. The hotel fee was eventually put back to the card but I find it unacceptable that the hotel charged our card in the first place. They gave us vouchers for dinner and breakfast. The vouchers however were way too cheap. What can 30 CAD for two people get you as the Westin? The breakfast voucher was anyway pretty much useless as we had to checkout at 4 to take our (cancelled) 6:30am flight before breakfast is served.

Reaching WestJest customer service is impossible. They don't reply to email, they only have a Facebook bot that is way too dumb to be of any use. Will definitely never fly WestJest again but in the meantime I want us to be compensated and reimbursed for the incurred cost.

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8:24 am EDT
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WestJet Airlines seats

I'm travelling from Toronto to Calgary on 20 September. End of August I paid for the seats to make sure that I will be seating with my partner. We are traveling with infant so was very important for us to seat together. I paid almost $50 and reserved seats earlier. On September 19 I tried to check in online but the system didn't allowed me and inform to see an agent. When I arrived at the airport and went to see agent they told me that we are not seating together, not even in the same row and all other seats are already occupied. I only get a middle seat. I am so disappointed. I called WestJet and informed what happened and the lady I spoke to was not friendly and only promised to return me money what I paid for the seats. I understand that sometimes planes change and it can be a different plane but West Jet still should accomodate me and not separate a family. I will never fly again with WestJet and will not recommend anybody.

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7:42 am EDT
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WestJet Airlines airline facilities and customer service

Dear West Jet,

Flight Reference: [removed]

I flew with you on 04/08/2018 and returned on 18/08/2018 from London Gatwick to Honolulu. This flight consisted of two stops (three planes) in Canada.
Upon using your services, I would like to voice my opinion on the facilities available during these flights and our experience.

Firstly, when we booked our flights through ‘Travel Trolley' which amounted to a total of £2040 for two people, we realised that our baggage was not included with this. We booked economy seats believing that baggage would be included but were told in order to get baggage we had to pay extra and upgrade to Economy Plus. However, instead of upgrading which was more costly, we paid for the baggage during the check-in stage. Baggage is usually included with every long haul flight and I was astonished to find out that ours was not, even though we were travelling for 20+ hours. This brought out total flight charge up to £2100 as we had to also pay for baggage on the return flight.

Before our flight, I decided to look into the inflight entertainment and meal options so myself and partner could decide what we were watching and eating. Despite being on a long haul flight, I found out that meals are not included in our flights. Our first flight from London Gatwick to Edmonton was over 8 hours long; please provide me with a reasonable explanation as to why you are not supplying standard economy class passengers with food? We had already spent £2100 (Inc baggage) on our flights and are now required to pay extra for food on the flight even though the flight is over 8 hours long?
During the flight, I decided to purchase a snack but was told that you do not accept cash. Therefore, along with not providing long haul economy passengers with meals, you don't accept cash to pay for food with? I have travelled with many airlines long haul and I can safely say that this and the baggage issue previously discussed is one of the most outrageous policies I have heard of and I am disgusted with this.
We also found that during all three flights, we were not provided with a TV in order to watch the inflight entertainment and instead had to use our mobile devices. Using your mobile device is fine for a short haul flight but the size of an iPhone screen is not suitable for a long haul flight due to getting a stiff neck, being uncomfortable and having to constantly charge your phone.
During our flight, we also had issues connecting to the airline Wi-Fi which made it difficult to watch the inflight entertainment. The Wi-Fi did not connect to my partner's phone for the entire 8 hour+ plane journey and we had to share, this issue wouldn't have occurred if you provided TV's for long haul flights.

After landing in Edmonton, we had to collect our baggage from one carousel and put it onto another. I believe this is due to security reasons however, for some reason my baggage was left in Edmonton. I arrived in Vancouver (after being delayed for two hours on the plane) to find that my bag had been left behind but my partners had arrived safely. I was worried about my medication in my baggage as I can only carry so much in my hand luggage and also when my suitcase would arrive at my final destination (Honolulu). I was given a slip of paper to give to Customs in Vancouver and told that my suitcase should arrive in Honolulu and if it's not there, it will be on the next flight and to discuss this with the West Jet Agent near the carousel in Honolulu.
When I landed in Honolulu, my partner received his suitcase but I did not and the WestJet agent was not there either, therefore I had no-one to discuss my issue with at 11pm local time and no suitcase.
Once I had arrived at my apartment, I called West Jet and set up a Baggage Claim (LZWS000882363). The lady I spoke with initially was very helpful and asked several questions including size of bag, what the bag looked like and what items were in my bag. She assured me that someone would be in touch with me as soon as possible and that every effort was being made to ensure my suitcase was not lost. However, after waiting roughly 12 hours, I still had no update on the whereabouts of my suitcase. I spoke to West Jet for a second time, explaining my situation with my medication and being asked the same questions as before. I was told again that once they have an update they would let me know but as of yet, they hadn't found my bag. This agent however, seemed more alert when I told her how desperate I was for my medication. She mentioned that I had an allowance of $250USD to use for toiletries, medication and a few clothing items for the first 24 hours.
The first 24 hours passed and I had still not received any update on the whereabouts of my suitcase. I continually called WestJet but continuously got asked the same questions as before. I therefore had to visit the Doctors Surgery in Honolulu and pay for the medication I desperately required which took half a day out of my two week holiday; as well as having no personal belongings.
As 48 hours approached and still no case, we rang WestJet again after still having no update on my suitcase. The agent we spoke too then told us that no WestJet employee had been looking for my case due to it being a bank holiday in Canada. I find this completely outrageous as you have flights departing and arriving during bank holidays meaning that cases can still be lost, yet you don't employ people to work Bank Holidays to look for the lost cases? Please can you explain the reasoning behind this? I eventually received my case on the 7th August 2018 after picking it up myself off the carousel in Honolulu because the WestJet agent could not fully confirm that my bag was on that specific flight.

I eventually received a refund for the medication and toiletries after numerous efforts in the online chat to get an update on the refund and receiving no reply for days. My refund came four weeks after the incident which I believe to be a ridiculous amount of time to wait considering I had used my travel money which was for my holiday.

Please can you get back to me with your thoughts on the above complaint as I would like to know why this happened, why there was no agent on hand to help, why it took so long for agents to reply to me in the online chat and why it took four weeks for my refund to come through?

I look forward to hearing from you.

Regards,
Libby Jackson

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1:31 am EDT

WestJet Airlines pilot

As I was leaving my flight this evening from Las Vegas back to Edmonton, a friend I was travelling with, who was walking behind me about ten feet or so overheard the pilot say to the male flight attendant " that chicks got her tits out, those are some big titties, do you think they're real or fake?" To which the flight attendant responded " probably fake"
I am appalled at this kind of behaviour and I question the integrity of this entire airline after this incident. I can't believe my life was in the hands of someone so unprofessional and derogatory. I will be contacting my lawyer tomorrow. I also find it offensive that I have to email about this and westjet has no phone number for such incidents, which should NEVER occur. I will also be contacting Julie Matthews to report this and make sure the viewers are informed about who they are giving their money to when they fly with westjet. If you would like additional information you may contact me at+[protected], my name is Silvi Jarecki. Thank you.

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Nancy Pearson
Edmonton, CA
Jun 27, 2023 7:48 pm EDT

Nothing wrong in calling plastic a plastic , haha ! Seems like this is Sylvi's real job, leaving bad reviews and all lies to get free stuff. Seems very needy

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Clarion Mantle
, US
Oct 23, 2018 3:29 am EDT
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Take it as a complement.
They couldn't tell that they are fake!
After all.
They Are!

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Fake tt
Edmonton, US
Jun 07, 2023 12:34 am EDT

I thought clarion was bought out due to too many cheap parts and faulty wiring… lol

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2:51 pm EDT

WestJet Airlines missed my flight, and tried to get the best deal home

I found my best friend on facebook after 10 years Turns out we aboth have severe health issues, hers worse than mine. as we both are off on sick our money is very tight, my friends issues are terminal. she asked me to come visit and she would pay the airfare, I did not want her to pay and declined going to see her. since she will not recover from her illness I decided to go visit her in Edmonton and have a great girls time with her. My flight was west jet out of London, Ontario on fri aug 24th at 6:25 am I had no itinerary I went to London to pick up ticket and the lady never gave me itinerary she gave me numbers and said it was all I needed. I said my flight back was tues sept 4th. she said yes. all along the flight was Monday sept 3rd.
the whole trip I said my flight returns on the tues I have to be airport 6:am.
turns out the visit wasn"t as good as it could have been, we were to go to Banff, to have one last girls trip, I am a heart patient and had surgery in april, I had went into afib on the flight in and had to go get doctors care while I was there for heart failure, as well my friends condition wasn't that great to travel either. we managed to get one really good day in regardless. so my flight wasn't the Monday because I called that day to make sure my time for tues was correct, not knowing I had missed the flight, I do take some responsibility, I should have demanded an itinerary in London, Ontario. I should have called the airline sooner. The afib did not help in my thought process at all, there was a lot of stress anyway, I talked to a guy named Brandon, who told me I could not be credited for the tickets already purchased. I would have to pay again to return home. I asked him to help me please, that I could not afford this, to help me get A FAIR DEAL HE SAID THAT DAY AT 3:15 OUT OF EDMONTON WAS 585:00 the only other deal was the thurs sept 6th and was only one hundred dolllars cheaper I took the flight Monday at 315 pnm from Edmonton to Toronto for five hundred and eighty five dollars. For full price I got the L seat, apparently because I haven't flown in 20 years the L seat the attendant explained is the least desired seat, then a transfer in Toronto, that I asked for help because I'm a heart patient, and cannot walk distances. I never got any help. Then onto a tiny plane to London Ontario. To only find out yesterday there was a flight out of Edmonton to Windsor Ontario where I live for two hundred and fifty three dollars. Why did not Brandon tell me about that flight, I told him I could go anytime that week. so I burned for over three hundred dollars. Now I am not complaining of any service the people were great, my miss fortune should have been dealt with better, someone should've helped me get a good deal or I should've had credit. I'm hoping someone will do something to offer me some kind of rebate as I will be going to see my friend as much as I can while I can, It will take me a few months to save up, but I'm not going to lose my friend now. People say I should put this on facebook, why, I don't see the point. I;m hoping someone in your corporation will have the decency to offer two best friends the means to see each other again. That, I would definatly put on facebook. thank you. My name is Jacqueline Larocque, I live at 1092 Howard ave, in Windsor Ontario. My phone is [protected]. My friend that paid the tickets on visa is Wendy Desjarlais, she lives in Edmonton, so you can see that I did travel your airlines. I sure hope to hear from someone and hope that I atleast get some credit to returning to have a better trip . Thank you again

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6:45 am EDT
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WestJet Airlines flight delay on departure and delayed baggage

We purchased round trip tickets on Westjet flight 377, confirmation code IHVJKE, from Charlottetown to Toronto. Our flight was scheduled to depart at 6:30 am on Thursday Aug 30th 2018. The purpose of our trip was so that my 13 year old son could travel to Oshawa Ontario to compete with Team PEI at the U15 National Lacrosse Championships. This opportunity was only available after more than a year of hard work, practicing, fundraising and planning. The flight crew informed us there was an "issue" with the aircraft and requested 6-7 male volunteers to leave the flight as well as notifying us that due to weight and balance issues, all of the checked baggage was going to be removed from the aircraft and arrangements would be made to have it sent ASAP to Toronto either on a later WestJet flight or with another carrier. Since my son's equipment bag is too large to be carried on, we had no option but to check it and were now faced with the realization that we would get to Toronto but without any gear needed to participate in any of the practices or scheduled games until he had the required equipment. Upon arrival in Toronto, I stressed the importance of getting this baggage as soon as possible to the staff at the baggage claim. I also stated that the $100 incidental claim amount would not come close to helping replace the equipment in this piece of luggage. I spent the remainder of Thursday and all day on Friday calling and checking websites for any updates for information on where the equipment was when we could expect it to be delivered. Late in the day on Friday, I was informed that it had arrived at 9:00am that morning at Pearson and to expect delivery around 5:30pm...the equipment bag arrived at 10:30 pm to the hotel in Whitby where we were staying. This meant that my son was missing his equipment for four of the eight scheduled field times as well as team pictures that were taken (without his uniform). After relaying the events to family friends that work in the aircraft industry, they felt fairly confident that the reason for needing to remove passengers and baggage was due to there being too much fuel on the aircraft. My desired resolution to this unfortunate incident would be 1) detailed explanation of the exact reasons for the flight delay and subsequent removal of passenger baggage, 2) consideration by the airline to not only ask about mobility aids but also any baggage that would be considered "essential" to the purpose of the passenger's trip and 3) full refund for the cost the cost of our flights.
Thanks in advance for your time in reviewing this complaint.

Holly Brasky

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12:55 pm EDT
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WestJet Airlines check in and seat selection

On August 20th at 630 am Atlantic time I went online to check in for our flights to Vegas for our honeymoon the following day August 21st departing at 630 am. It told me I could not and had to obtain a paper copy at the airport. I called WestJet customer service twice to ask what was going on and they said we could purchase our seats through them and I told them no I wanted to check in online for Free, and I was told we had to go to the airport directly. So we got into the car and drove to the Halifax International Airport. We arrived at the airport around 8 am and were there for three hours trying to sort out our reservation and check in. At the end of it all we left with our boarding passes from Halifax to Toronto, and Toronto to Vegas, with seats selected and checked in including our baggage tags. Everything was confirmed. the next day when we flew out of Halifax to Toronto at 630 am and arrived in Toronto to get our next flight to Vegas, our boarding passes were not valid. They were released and seats were given to other people. It was out of pure luck that the attendant at the gate was able to reissue us boarding passes with our seats together before the plane had finished boarding passengers. This was very upsetting considering we had to go to the airport a whole day before to check in and get our seats confirmed. We thought we were good to go with no issues, and were even told on the Monday that it was a good thing we came on Monday as if we would have arrived on the Tuesday departure day it would have been very time consuming to issue us our boarding passes. My question is who released our seats from the time we confirmed them on Monday, August 20th until the time we tried to board in Toronto on August 21st? This was very upsetting as we might not have been able to get on our connecting flight from Toronto to Vegas, we might have had to wait for another flight which would have delayed our honeymoon. How does this happen? The time we spent going to the airport a day early to ensure that this would not happen was a pain in the you know what. I want to know what is WestJet going to do about this? Our time and stress level is priceless. Booking names were: Locke and MacDonald

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4:41 pm EDT
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WestJet Airlines drunk lady on plane

On Friday August 31st, my new husband and I boarded a flight from Calgary to London Gatwick at 6:30, flight WS1. We were at the very back with only the Stewarts seats behind us. Just after we took off a lady was placed behind us. She was obviously drunk, and was yelling, kicking our seats, touching my husband and I on the legs, arms and head. This went on for basically the entire flight. Being it was a 9 hour flight, every time we would try to sleep we were rudely awaken my this lady. This made the flight very long. We find it very strange as to how she was allowed on the flight to begin with, not to mention how nothing was really done to stop her behavior, or accommodate us who were getting the worst of her actions. This was the beginning of our honeymoon and we have to say, we are very unhappy! As regular travelers, we will be looking at different airlines for our future flights. There is no reason anyone should have to put up with that behaviour from an adult for nine hours!

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3:35 pm EDT
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WestJet Airlines customer assistance

My Aunt flew WestJet to Charlottetown from Pearson International on Sept 4th, 8:50pm. When she checked in she asked for assistance to take her to the aircraft. They did come and took her in a wheelchair but did not take her to the plane. They took her to some elevator? She had to get out of her chair, take this elevator, go up some escalator etc. She had no idea where she was or where she should go. She is elderly and if not for another passenger helping her, she would have had a panic attack as she cannot ride escalators.

What kind of assistance is this? Why did they drop her at an elevator?

This is my second experience with WestJet customer assistance. My mother flew to PEI last year and we requested assistance for when she landed and there was no one there.

I would like you to check into your policy for the elderly. This is traumatic for them.

The passenger was Carol Clements.

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Philly2019
, US
Sep 05, 2018 6:24 pm EDT
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If your aunt is that incapable, she probably shouldn't be travelling on her own.

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10:57 am EDT

WestJet Airlines gate pass

My 6 years old twin daughters were travelling to Toronto from Edmonton on 1:20am flight on Labour day. The checked-in was just before midnight and as they were already sleep and travelling only with their aunt I made enquiries to the airport by telephone if they were going to be issued with a gate pass. I was informed that Air Canada and Westjet do issue such passes and I should be able to accompany them. They also advised that the airline should provide the aunt with assistance. It is suffice to say that neither were provided except they said they would get someone after the security check to take them to the gate. My experience of dealing with the whole team (in particular, Shaunna, manager at the check-in) was horrendous and most shocking. The reaction and facial expression of this particular individual was extremely antagonising and did not make me feel as a father calm or reassured. I was eventually met with Scott and subsequently with Jodie (supervisors) who made apologies and assured me they would look into the policy of gate pass involving such extenuating circumstances. It is needless to say some of the representations they made contradicted with what the agents advised me at the security check-point and made me realise that WESTJET is NOT the airline that has customer service at its focal point and I will have strong reservations to travel to travel with this airline ever again.

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12:29 pm EDT

WestJet Airlines change of reserved seating

My friend and I had paid for a seat selection at the time of booking on flight WS654 from Toronto to Charlottetown on Aug 23, 2018 - seats 16A and 16B. The flight was delayed and we were then told that our seats had been changed and we were not even seated together. Since seats 16A and 16B were still on this new flight, why were we bumped? I think that you discriminate against those whose last names are not the same. There were some who had not pre-booked and had not paid for a seat selection who were seated together. The least you can do is refund that amount paid for the pre-selected seats. The best you can do is to stop splitting up passengers on the basis of their last names. Our reservation info was BMOIKQ.

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WestJet Airlines In-depth Review

Overview: WestJet Airlines is a Canadian airline that was founded in 1996. It has grown to become the second-largest airline in Canada, operating an extensive network of domestic and international flights.

Flight Options:

  • WestJet offers a wide range of flight options, including flights to various domestic and international destinations.
  • They provide different classes of service, including economy and business class, catering to different passenger preferences and budgets.
  • WestJet operates frequent flights and offers direct routes to many popular destinations, providing convenience and flexibility for travelers.

Booking Process:

  • Booking flights through WestJet's website is a straightforward and user-friendly process.
  • The website features an intuitive interface and easy navigation, making it easy for users to find and book their desired flights.
  • During the booking process, passengers have the option to select their seats and indicate their meal preferences, ensuring a personalized travel experience.

Customer Service:

  • WestJet's customer service team is known for their responsiveness and helpfulness.
  • Passengers can reach out to the customer service team through multiple contact channels, including phone, email, and live chat, ensuring prompt assistance.
  • WestJet handles customer inquiries, complaints, and requests efficiently, striving to provide a satisfactory resolution to any issues that may arise.

In-Flight Experience:

  • WestJet's aircraft are known for their comfort and cleanliness, providing a pleasant travel experience.
  • Passengers have a variety of seat options to choose from, and the airline offers ample legroom to ensure passenger comfort.
  • In-flight entertainment options, such as movies, TV shows, and music, are available to keep passengers entertained during their journey.
  • The quality and variety of food and beverage offerings onboard are commendable, catering to different dietary preferences and ensuring a satisfying dining experience.
  • WestJet provides amenities like Wi-Fi, allowing passengers to stay connected during their flight.

Baggage Policy:

  • WestJet has a generous baggage policy, allowing passengers to bring both carry-on and checked baggage.
  • However, there may be fees and restrictions associated with baggage, depending on the fare type and destination.
  • In the event of lost or damaged baggage, WestJet handles the situation promptly and ensures appropriate compensation or resolution.

On-Time Performance:

  • WestJet flights are known for their punctuality, with a strong track record of on-time departures and arrivals.
  • While delays or cancellations can occur due to unforeseen circumstances, WestJet maintains transparency by providing timely updates and notifications to passengers.

Loyalty Program:

  • WestJet offers a loyalty program called WestJet Rewards, which allows passengers to earn and redeem points for flights and other travel-related benefits.
  • Earning and redeeming points is easy and straightforward, providing added value to frequent flyers.
  • Frequent flyers can enjoy additional perks, such as priority boarding and access to airport lounges, enhancing their travel experience.

Safety and Security:

  • WestJet prioritizes passenger safety and adheres to industry regulations and standards.
  • The airline implements robust security measures to ensure a safe travel experience for all passengers.

Pricing and Value:

  • WestJet offers competitive fares compared to other airlines, providing good value for money.
  • The pricing is transparent, with any additional fees and charges clearly communicated during the booking process.
  • Passengers can expect a satisfactory overall travel experience in terms of the service received for the price paid.

Overall Customer Satisfaction:

  • Customer reviews and ratings indicate high levels of satisfaction with WestJet Airlines.
  • Passengers appreciate the airline's reliable service, comfortable flights, and attentive customer service.
  • WestJet is often compared favorably to other airlines in terms of overall customer satisfaction.

Pros and Cons:

  • Pros: WestJet Airlines offers a wide range of flight options, provides excellent customer service, ensures a comfortable in-flight experience, and has a generous baggage policy. The airline's loyalty program and competitive pricing add further value for passengers.
  • Cons: Some passengers may find the availability of flight options limited compared to larger airlines. Additionally, while WestJet strives for punctuality, delays or cancellations can still occur.
How to file a complaint about WestJet Airlines?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary information in the sign-up form.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the core issue you experienced with WestJet Airlines. Make it specific and clear, such as "Delayed Flight Refund Not Processed by WestJet Airlines."

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Mention key areas such as booking issues, flight delays or cancellations, customer service interactions, baggage problems, or any discrepancies in charges or refunds. Include relevant dates, flight numbers, and any correspondence with WestJet Airlines. If you attempted to resolve the issue, describe the steps you took and the responses you received. Clearly articulate how the issue has personally affected you, whether it was stress, financial loss, or any other impact.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, boarding passes, correspondence, or screenshots. However, be cautious not to include any sensitive personal information that could compromise your privacy or security.

6. Filing optional fields: Use the 'Claimed Loss' field to quantify any financial loss you have incurred as a result of the issue with WestJet Airlines. In the 'Desired Outcome' field, specify the resolution you are seeking, whether it is a refund, compensation, or an official apology.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your description clearly conveys the issue and its impact on you.

8. Submission process: After reviewing your complaint, click the 'Submit' button to officially file your complaint against WestJet Airlines on ComplaintsBoard.com.

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

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