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WestJet Airlines
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WestJet Airlines Complaints Summary

20 Resolved
827 Unresolved
Our verdict: If considering services from WestJet Airlines with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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WestJet Airlines complaints 847

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3:21 pm EDT
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WestJet Airlines Rude and unprofessional customer escalation staff

At 10:09am EST on June 7, I was put through to an individual in the Westjet 'customer escalations' department. I explained why I was calling and advised that I was upset as I had been provided with incorrect information regarding an email notice related to expiring travel bank credits. The agent aggressively and very confrontationally asked me "Are you going to yell at me?" when I had not raised my voice in anger at all, then asked if I was going to continue to be upset repeatedly (still aggressive and confrontational). I was taken aback and explained again that I was not happy with what had transpired with my experience so far and he asked if I wanted him to help me or not (again, not the experience I would expect from a customer escalations department staff member who is responsible for smoothing over bad experiences, not make them worse). I said that I was not yet sure if he could help me (which is a fair statement, given the fact that all he had done thus far in the conversation was be belligerent and aggressive), to which he became offended, made a rude huffing noise and said "Fine, then have a nice day" and disconnected the call. At no point was I rude to this agent, so his reactions were extremely troublesome. I have never, ever had an experience such as this in my life dealing with customer service departments, where an agents ego has taken over the entire interaction. I called back to ask who it was that I had spoken with in the customer escalations department but of course, they could not/would not give me that information. The only bright side to this awful experience is the second customer escalation agent that I spoke with who handled the issue and provided the desired outcome. The second agent was pleasant, friendly, empathetic and resolved my issue very rapidly and efficiently.

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12:19 pm EDT

WestJet Airlines Cancelled tickets

Good Afternoon,

I have a complaint to make. If this is not being sent to the proper place please let me know where to send it. It is not easy to find an email or address to send a complaint.

My name is Sandra Leslie. My husband is Dan Leslie.

We were booked to fly from Grande Prairie, AB to Orlando, Florida on Feb. 13th and return Feb 24, 2023.

Flight went great getting there.

We went to the Airport at 1230am on Feb. 24th as we could not do an early check in.

We went back and forth from WestJet to Delta trying to find out what was wrong. They both said the tickets for my husband and myself were cancelled. Each blamed the other. We got on the phone with Airmiles. The only solution from all Airlines was to rebook Feb. 28th, 2023.

We were very disappointed. Our daughter and her family were with us. They had no problems. Same flight. I have been in contact with all Airlines. What I have been told is that my husband and I never had a ticket to come home. T

he Agent at the West Jet counter on Feb 13th made a name change on the tickets. I am thinking she cancelled our tickets for coming home. Can someone please look in to this for me. Everything you need should be on file, as I have made calls prior to West Jet.

I feel you should give us some compensation for this. Please let me know how you can help or if you need anymore information.

Thanks,

Desired outcome: Compensation for 4 days loss of work and Frustration.

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11:36 pm EDT
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WestJet Airlines The treatment of my 88 year old Mother

My 88 year old Mother arrived from Saskatoon on Flight WS 3247 on June 1, 2023. I had requested a wheelchair for her.

The Westjet representative that arrived to help her was initially reluctant to even help, and was rude. She finally started to push my Mom to the arrivals area, and managed to slam Moms leg into the inside of the elevator bending her leg back. I have taken a picture of the swelling. This Westjet employee then abandoned my Mother at a row of seats, and never took her to carousel to retrieve her luggage. So now this 88 year old woman with mobility issues had to request assistance from someone other than a Westjet employee in order to retrieve her luggage and make it outside. This is totally unacceptable. Do better Westjet!

Desired outcome: My Mom is not sure what this employees name was as she was behind my Mom pushing the wheelchair but I believe she needs to be reprimanded and at the very least an apology given. Hopefully Moms ankle is not broken.

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8:13 pm EDT
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The flight from Kelowna was delayed by 1 hour. When I got to Calgary and approached the gate there were still people boarding but I was sent to customer assistance to be rebooked on a later flight that significantly unconvinced me and cost me more then 340.00 to arrange travel. I can not express how tired and disappointed with WestJet’s service and excuse...

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4:54 pm EDT
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WestJet Airlines ive been trying to cancel my flight for days

Hi

Hope you can help me with a cancelation, it seems no one can help with this. I am unable to make my flight and tried very hard to cancel with no luck. Why is it so hard to cancel. Here is my booking #UEMC2B MY NAME IS WINIFRED STRICKLAND . I was suppose to fly tomorrow but unable to. I talked to agents and they said they could cancel and called me back today to say they cant.

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3:04 pm EDT
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WestJet Airlines In-flight behaviour of flight attendant

Would like to make you aware of an incident onboard ws#1101 on the evening of april 29, 2023. I was sitting in 7c when a passing male flight attendant was stopped by the man sitting across the aisle from me in 7d. He asked for a glass of water so that he could take his medications. 

Without anything further, the fa started yelling words to the effect that he and the rest of the crew did not have to accept this type of inconsiderate behaviour from passengers. He went on to rant about how they had done 2 full services and we were going to land shortly. The passenger said, yes, but he needed to take some medications now. The fa told the passenger that he should have purchased water at the airport and repeated that they had done 2 full services. All of this was said at the top of his lungs while I could barely hear the request from the passenger. The passenger said something quietly and the fa yelled out his name and employee number in a rapid fire response so that it was impossible to hear/understand the specifics. The only way I could identify him is to say that he appeared to be asian in appearance. It struck me that the fa was trying to create a scene so that others would hear him which was now the case in the rows surrounding us. In fact, the woman sitting next to the passenger in question was about to say something to the fa., seemingly in support of the man who asked for water when the fa stalked off, returning a moment later with a glass of water for which he was thanked. At that moment I thought, "I won't fly this airline again." all the fa needed to do was get the water and move on.

There was nothing to provoke this fa to this sort of performance. And I wondered how he would react in a real emergency. He lacked all sense of personal control and professionalism towards his client and seemed to want everyone in the area to witness it. This employee needs to be disciplined and given further customer service training. He is the face of westjet in the air and appears to be on his last nerve. At the same time I would suggest he be given some stress testing for as he seems to be suffering from something to cause him to be so easily provoked. Not only did he create a negative impression on the passenger in question, several other clients around him also got the same negative feeling.

You might say this is none of my business, but it certainly is westjet's.

Yours truly,

Marsha fraser

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2:58 pm EDT
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WestJet Airlines WestJet ground crew delayed a flight out of Victoria BC

Date: May 9.2023
3 of us from Alberta had flight from Yyj to
Lloydminster with a connection to a WestJet flight at Calgary. Ab.
For some reason, the excuse given was silly, the ground crew delayed departure by 1/2 hr. This had the effect of us missing our connection to Vermillion, it astounds me that the Lloydminster flight could have been held to allow this connection for passengers to board.
One party has ambulatory issues and wheelchair acceded was pre booked etc.
WestJet in an arrogant and outrageous way have denied any responsibility and refused to compensate us for the added hotel
Costs due to delays that were in no way out fault, extremely disappointing and I will
Ensure every one of my travelling mates are aware of this abuse. Please rectify.
Thank you.

Desired outcome: Compensation for 3 person hotel stay for one night due to missed connection in Calgary to complete trip home to Lloydminster airport.

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8:30 pm EDT
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WestJet Airlines Airline changes

We were booked on flight WS3414 leaving Victoria and going to Calgary May 8, 2023. When we arrived at the airport we were advised that our flight had been cancelled. There was no one at the West Jet desk or in fact in the airport to assist us. We were not able to check in at the kiosk. I telephoned the number given on your website and confirmed the flight had been cancelled. They advised we had no flight and then booked us after a great deal of hassle on Flight 154 that evening. We were charged $256.76 to book our seats billable to Infinity-Web solutions. They also confirmed that we were not on any flight and advised that to reboook we would have to use another airline or not leave until May 10, 2023.

Having no option we agreed to the charge.
We feel that this mix up was totally preventable and experienced a great deal of stress due to the same. We would at least like to be reimbursed for the charge for booking a seat

Desired outcome: Refund of $256,76

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11:44 pm EDT
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WestJet Airlines I had my duty free liquor taken by security in Calgary at my connecting flight.

We returned from a one week trip to Ixtapa on April 5, 2023. The duty free clerk told me that as the bottle was not transparent, it needed special packaging. I was further advised that I would have to put the bottle into my checked luggage after customs as I couldn't carry it onto the second flight. When we arrived at the Calgary airport, we did not get our luggage as it was transferred on to the next plane. Then we had to leave the secured area and go through the open terminal and back through security to get to our next flight. As we approached Security, I was told that I could not take the bottle and had to relinquish it to Security. All of the staff commented that "this happens a lot when you return from Mexico"!

I had followed all of the directions given to me... done nothing wrong... but I lost the gift that I bought. Maybe West Jet can tell me why we had to go back out of the secured area to have to go through security for a second time? On our trip to Mexico, we were able to stay in the secured area. No second security check.

Desired outcome: I'd like my $60 back. Answer to why we had to go through security again. West Jet to work with the Mexican duty free shops to avoid this. It's very stressful!

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1:22 pm EDT
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WestJet Airlines Delayed flight and lost luggage

1 hour delayed flight in Winnipeg caused us to miss our connecting flight to Nanaimo. Spent the night in Calgary after a 2 hour wait to get flight to Victoria instead of Nanaimo. Waited another 2 hours in Calgary trying to retrieve our luggage which wasn’t located but we were assured it would be on our flight to Victoria the next day. After arriving in Victoria, no luggage. After yet another long delay we were informed it had been sent to Nanaimo. Finally got our luggage 10 in the evening. We ended up getting a cab in Calgary because the shuttle wasn’t available at our location so that cost $40. Our daughter had to now drive 2 hrs to pick us up in Victoria another cost $200 in gas. I would appreciate payment for these two things. We have always flown WestJet and have never experienced this. My husband had injured his leg so walking from gate to gate was an issue. With no help.

Reservation code QBMPZP

Desired outcome: Payment of $240

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6:28 pm EDT
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WestJet Airlines Flight rerouting and cancelation on April 4th and 5th, 2023 -WKZEQT

Airline Confirmation WKZEQT

Flight 724 Vancouver to Toronto

Flight was rerouted to Ottawa. April 5th a day later left Ottawa on WS 3489 scheduled to leave at 09:10P delayed for almost 2 hours or more. Arrived in Toronto to find that the accommodation that was promised was not honored by the hotel. Food vouchers were not valid, and I was left to find my own accommodation and food.

On April 6, I checked into the Hampton Inns in Toronto after not being able to shower since the 4th when I left Vancouver. The cost for 2 nights was $429.63 USD and an additional $90.30 for food due to my food allergies. Unfortunately, I cannot just order food from every restaurant. I received emails offering 'A hotel stay on us'. Gave us the option to 'Choose a hotel' then I was told it was not valid.

I notice that most of your complaints are not resolved but I hope that this is resolved because this was not on me and I should not have to be saddled with additional costs that I cannot afford.

My contact email is [protected]@gmail.com and my phone is [protected].

I await your response.

Thank you.

Desired outcome: I would like a full refund.

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1:35 pm EDT
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WestJet Airlines reserved seating and serviceWS524789565 Kahalui to Vancouver

We had premium reserved seating, paid for that. When checking in we were not sitting together. Told we would have to see someone at the gate. They called the person sitting beside me (who booked the night before) and he changed his seat. For premium seating, ran out of Chicken and red wine. very disappointing. And stressful! And the flight was 2 hours late, the reason we chose the day flight was to get there at a reasonable hour.

The seats are old and very uncomfortable for the cost of the flight should have nice comfy seats.

Can email me Kellie at [protected]@telus.net

Desired outcome: With computers how do we loose our reserved premium seats?as my husband iRunning out of Chicken and replacing with lasagna, um. We are premium, paid for the extras, and then ran out of red wine.

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3:20 am EDT

WestJet Airlines Lied about cancellation policy

On June 29, 2022, my husband and I booked a flight with our companion fares from Vancouver to Calgary. The reason for booking any flight with $0 cancel or reschedule, was so that we would not lose our companion fare. The Westjet agent who helped us advised us that if we were to change the flight, we would be able to reuse the expired companion fare. If we were to cancel the flight, then we would lose the companion fare. We had every intention of changing the flight because we were not going to go to Calgary in April.

Fast forward to April 22, 2023 and we needed to reschedule our flight that was going to happen on April 24, 2023. The Westjet agent now advises that we would be losing our companion fare if we were to reschedule our flight. She said we could call the escalation team to pull the tape of the initial call but she could not do anything for us at the moment and we would either need to cancel or reschedule and both would cause us to lose the companion fare.

Desired outcome: Reinstate companion fare that was to be used for rescheduling of the flight

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9:46 pm EDT
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WestJet Airlines Service dog services

Hi

I am a member of Operation Freedom Paws Canada, a service dog training organization that, ironically, is selling Westjet tickets at the moment as Westjet has generously donated a couple of flights to support our endeavours. OFPC trains dog and handler/trainer teams to become certified Service Dog Teams over the course of a year and transforms the lives of service men and women (and others) with complex PTSD and Traumatic Brain Injury (TBI) along with other often crippling disabilities.

In the past our members have flown with Westjet, with our head trainer's approval, whilst still in training. As I say, training takes a full year. Now it seems that Westjet require government photo ID for our trainer's - which many excellent dog trainers do not have. A letter from our organization approving our travel has always been sufficient in the past. Oher airlines welcome us on board. However Westjet often has routes that are pertinent for us - in particular Calgary-Comox (our Canadian head office).

Desired outcome: I would like to see a blanket approval for service dogs in training with our organization so that we do not require individual trainer IDs. Thank you.

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7:29 pm EDT
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WestJet Airlines Westjet executive team

My name is amy morrisey.
It is april 18/23

On March 26 I was assured westjet would call and or email me back. They have not. I called today and was treated with such disrespect by TARVINDER at the EXECUTIVE TEAM employee # 14709 I was speaking with her - well trying to - as she spoke forcefully harshfully and over me,. not listening to me and not offering ANY method to assist in rectifying the situation. Yes there are notes in my file from March 26 and today.

I want my 140.55 returned to my VISA that WESTJET received on Feb 3 for a flight I was told I WASNT ON THE MANIFOLD as my reservation (yes I still have the document) was "voided and I dont know how or why". Or I will accept a RETURN FLIGHT Comox to Vancouver, BC june 10 or later

Situation:

Amy C Morrisey

316-1876 RIverside Lane

Courtenay BC

V9N 0H9

[protected]@gmail.com

[protected]

Booked a flight March 26/2023 from Vancouver to Comox BC westjet flight 3051 at 3:55pm. Booking Reservation COnfirmation number MWHNMX

This was booked and paid for on Feb 3/23. Yes I booked online through a third party. Yes I did not book cancellation insurance. And Yes I know westjet third party bookings refund policy. Trust me, I have read it and TRAVINDER explained it curtly at least 5 times in one call as I TRIED to tell her IT IS NOT THE THIRD PARTY'S FAULT it is westjets.

What happened? Why wasnt I on that flight? I had returned from a 3 week trip to ireland and called ahead to see if I could be on an earlier flight home. I reached a WESTJET staff who said (and I have a witness who was standing beside me at the time of this and the second call that day to westjet) "You are not on any flight". Yes I gave her all my info and my booking reference. I asked her to double check. I told her I could sent her a screen shot of myu flight documents! No room on any flights at all. I had to get home to work!

So I booked a flight with HARBOUR AIR seaplanes - their last seat, for 197.00

Yes I have my visa statement showing you got paid, and so did harbour air.

A few hours later, same day, I called westjet back to ask for a refund. But a DIFFERENT westjet staff said "you ARE on the manifest" "I see your name". TOO LATE! I had paid the 197.00 non refundable for the seaplane. Remember I have a witness to the first westjet call.

So she was "terribly sorry and will start an investigation"- as I asked for my funds of 140.25 back. I was told "westjet team will email and or call you in a few days at the latest". THat was march 26. Today is April 18 as I have already stated.

Today TRAVINDER said that Westjet 3rd party bookings DO NOT RECIEVE refunds and THERE IS NOTHING I CAN DO FOR YOU. I asked to speak to her immediate manager and or someone who could look at this extenuating situation. "There is no one. you are not entitled to a refund, you have to speak to the third party. I represent the Executive Team and you can not escalate this situation further." She then told me she was hanging up which she did. She did not direct me to another avenue of resource with westjet. She did not direct me to this complain forum.

As it was a WESTJET STAFF who mistakenly told me I wasnt on a flight, and a second westjet staff who told me I was - after I found my own way home on my own non refundable dollar - and then west jet who said I would hear from you... AND a third party was NEVER part of any conversation after feb 3, that WEST JET could at least give me back my 140.25? Though I think you should pay the amount of 197.00 of the seaplane that I had to pay for your error.

It is NOT THIRD BOOKING PARTY THAT MADE A MISTAKE. I DID NOT CALL FLGHTHUB TO HAVE THEM TELL ME I WASNT ON THE MANIFEST.

I feel frustrated. I feel helpless. I feel I was and am being treated unfairly and unjustly by westjet. I am angry at this waste of time an energy. I am so upset and how I was dismissed with no avenue to solve this. For what?

140.25? Seriously?

I hope you will agree and call and email me and send me either a refund for YOUR MISTAKE or a flight credit.

Respectfully and truthfully, AMY

AMY Morrisey

Desired outcome: refund or flight credit and respectful apology for your error.

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4:45 pm EDT

WestJet Airlines Westjet rescheduled flights to different days

Myself and my coworkers booked flights with Westjet to attend training/conference that has already been paid for because we had flights. The flights have been changed both to and from our destination to different days, resulting in a considerable amount of cost to our organization as well as creating an unacceptable schedule.

Original departure was June 4; Westjet has changed the departure to June 3 with an overnight in Calgary.

Original return was June 8; Westjet has changed the return to late June 9. This is not possible for me as I have to be elsewhere on June 9.

Westjet's carelessness, lack of common sense, and lack of respect for their customers is beyond incomprehensible.

Desired outcome: Reinstate the flights they cancelled and return our itineraries to the original flights.

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8:48 pm EDT
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on feb 24 2023 pur flight from calgary to winnipeg then thunder bay was cancelled WS268 we were on the plane for close to 3 hours waiting for take off then they cancelled our flight. we were told to get our luggage and wait in line at the ticket agent to book our next flight. ln line we were told we could not book a flight there after a hour another westjet...

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2:21 pm EDT
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WestJet Airlines Help for people with disabilities

I am so pissed off I can hardly breathe. I dropped my father-in-law off at the Airport, got his boarding pass, and I asked the attendant for disability assistance because my father-in-law is 91 years old and find it difficult to walk. He walks with tracking poles because of his disability. The check-in attendant just told me that he must go to the security, and they will help him there. He had a carry-on bag and he found it difficult to walk with his tracking poles and to pull his carry-on bag. I helped him to the security gates and asked again for assistance. The security girl just smiled and said there is nothing they can do. I ask her to call for a WestJet worker to help my father-in-law, but she just pulled up her shoulders.

1. The check-in attendant did not call for help. She lied to us when she said they will help us at the security check point. There was no one to help.

2. The security girl did not make any effort to get disability assistance for my father-in-law.

3. There was no WestJet personnel to offer any assistance.

I stood there watching how my father-in-law struggled through the security checkpoint and I wished that all the WestJet and security people there become lame in the legs so that they could feel what my father-in-law had to go through. I will drag WestJet’s name through the mud as far as I go and discouraged all my friends and acquaintances to not make use of WestJet Airlines. You can further read about your poor service in the Calgary Journal. I want to vomit when I see your advertisements about how you care about your passengers. Bull! This is a hypocritical lie.

Desired outcome: I want WestJet to prevent something like this to happen in the future.

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3:54 pm EDT
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WestJet Airlines Did not let me board a flight

I was delayed in Lisbon for a day and when they rebooked me the next day froom Lisbon to Toronto they booked me on WS 445 on March 4, 2023. When I got to the Westjet counter they never let me board the flight because for whatever reason when TAP airlines rebooked me it never registerd on Westjets computer so obviously someone did something wrong and I think it was TAP airlines but they refuse to take responsibility and said it was Westjest's fault for not letting board. Can you please help me in getting answers I can also provide documents if need be!

Thank you!

Manuela Medeiros

Desired outcome: I would like acknowledgment of someone making an error and get some sort of compensation for my loss of time and money.

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8:11 am EDT

WestJet Airlines Travel bank money taken

Early 2020 I booked 5 tickets to Calgary to take husband and 3 grandchildren to Stampede. Stampede was cancelled so cancelled flights. West Jet would not return my money but gave me a travel bank close to $ 3000. January of this year recieved notice it was expiring replied that we have been unable to travel due to my husband's various illnesses and surgery. I can't see how they can just take my money I agree I didn't keep track of it due to other issues but it is my money there should be no expiry date and West Jet should not be able to take money for flights we did not take. I would appreciate the credit pit back into my travel bank.It should have been refunded right at the start.

I am retired living on a fixed income and this for me is quite a chunk of money.

Desired outcome: I would like my money put back into travel bank

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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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WestJet Airlines contacts

Phone numbers

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