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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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2:15 pm EST
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WestJet Airlines Honor the $1634.00 price

On January 9th, 2023 I wanted to. book a vacation to Vh Gran Ventana, Puerto Plata, Dominican for $1634.00 x two people. I was not sure how to use my West Jet dollars so I phoned West Jet. I followed your telephone procedures and some one was to call me back that afternoon (I forget the exact time). Unfortunately no one called. I called again on January 11th and did get a call back. The person I spoke to said the vacation would now cost me $1853.00 each and could not reduce the price to what was listed for Monday. If I would have got a call back Monday I would have booked the vacation. Why did I not get a call back Monday? Why can you not honor the Monday price? It is not my fault West Jet did not call me back and I do not feel I should pay the extra $438.00 because yours system failed to do what it said it would do. Did someone not call me back knowing the price was increasing and hoping I would pay $438.00 more. Please respond ASAP. [protected]@sympatico.ca.

Desired outcome: West Jet to honor the $1634.00 price. If so I will book the vacation leaving Toronto on January 28th.

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8:49 pm EST
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WestJet Airlines Expired WestJet points

I originally received 10,000 worth of WestJet points back in may 2020 due to a cancelled destination wedding of a relative due to COVID. Since then I have gone on numerous trips, gave points to friends, to use up all my points before the expiry date on December 31. I was pleased that I was able to do so. However, I had a trip planned to go to Maui on December 26, 2022. I was meeting my boyfriend there who was traveling on December 24, 2022 from Calgary. His flight was unfortunately cancelled due to weather radar problems and WestJet was unable to book him on any subsequent flight. As I result I had to cancel my flight as well. I did received $1069 worth of WestJet points back for this cancelled flight. When I saw the points there was no expiry. However, now the points are not there as I guess they did expire December 31. I called to get the points re-instated but WestJet would not re-Instate the points.

Desired outcome: I would like my points re-instated with no expiry date.

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3:57 pm EST

WestJet Airlines Baggage Lost

1/5/2022

Daughter flew from California to Canada and ultimately to London Heathrow. Luggage was lost including all clothing, jewelry, school supplies, makeup and valuables that cannot be replaced. She is in London in the freezing cold with no shoes except the ones she was wearing on the flight and blisters on her feet. It has been 48 hours and no update whatsoever. I GUARANTEE if this one of the Executive Team's daughters it would have been found. They are taking advantage of customers and it is gross and absured.

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9:26 pm EST

WestJet Airlines Flight canceled but baggage and seat selection fee not refunded

Dear Complaints Board Team:

This is a formal complaint and I would like it to be investigated and resolved.

The problem I want to complain about is that on 25th December 2022, 8 hours before departure, our flight reserved 4 months ago was canceled by WestJet. This brash cancellation left us with a series of unresolved requests, and monetary loss, not to mention the considerable amount of ongoing time we spent in re-arrangement.

Even though, we didn't ride on the airplane nor use any of the baggage services. WestJet hasn't refunded our baggage check-in fee and seat selection fee. This is not reasonable!

What I would like to happen next is please simply refund our baggage check-in & service fees and seat selection fees, and their amount is indicated below.

I would like them to contact me by cellphone or email.

My contact details are:

Cellphone: +1 [protected]

Email: d. [protected]@gmail.com

Please can you confirm that you have received and read this complaint?

Thank you,

Daniel (Dianyi)

Guests' name

WANG/DIANYI MR

LIANG/JIE MRS

PNR

MMXXYZ

Checked baggage fee: US$ 123.98

Baggage service fee: US$ 13.88

Seat Selection fee: CAD$ 97.73

Desired outcome: What I would like to happen next is please simply refund our baggage check-in & service fees and seat selection fees, and their amount is indicated in the main passage.

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3:55 pm EST
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WestJet Airlines Flight delay, then bumped from next flight, and missing luggage.

RE: WestJet TZUZXL; Expedia Booking ID 4PS8UZ

Our Flight Itinerary:

Dec. 26 – Winnipeg to Toronto – WestJet 520 – departing 5:00 a.m. arriving 8:30 a.m.

Dec. 26 – Toronto to Nassau - WestJet 2754 – departing 9:30 a.m. arriving 1:02 p.m.

Dec. 26 – Nassau to Freeport – BahamasAir 316 – departing 4:30 p.m. arriving 5:15 p.m.

• On Dec. 25 at 6:30 p.m., we received an email that our flight from Winnipeg to Toronto was delayed 90 minutes. There was no explanation as to why.

• This delay would cause us to miss our second flight out of Toronto. We looked and found a second flight leaving out of Toronto to Nassau arriving at 4:30 p.m. in Nassau, but this would cause us to miss our third flight to Freeport. As you can see from our itinerary, we needed to make our second flight to make our third flight to our destination.

• We tried calling WestJet but could not get through to an agent. We left our homes, fully packed, parked our car for the week, and arrived at the Winnipeg Airport at 8:15 p.m. December 25th (yes, missing Christmas dinner with families) to speak with a WestJet agent in person.

• The WestJet agent agreed that we would miss our connection in Toronto due to the 90-minute delay of our first flight. She offered to move our Toronto departure to the 1:30 p.m. flight to Nassau, but this would cause us to miss our third flight to Freeport, so we had to decline.

• We asked if we could cancel our first flight booking to Toronto and book ourselves with a different airline, and we were told by the WestJet agent that she couldn’t do this because we booked with Expedia.

• We tried to cancel through Expedia but were told that if we cancelled the first flight, we had to cancel the entire trip and rebook at today’s rate which was a cost of an additional $925 per person. We did not choose this option.

• Recognizing that we needed to make our own way to Toronto to catch the second flight – and I will restate that we had to do this because WestJet delayed the first flight 90 minutes - we booked airline tickets to Kitchener, Ontario through Flair Air, leaving right away and arriving near midnight, still on December 25, with the plan of taking a taxi to Toronto Airport. We paid $862.90 for our two tickets to Kitchener and, upon arrival, hired a taxi to the Toronto Airport at a cost of $110.00 plus $20 tip. We arrived in Toronto at approximately 1:00 a.m., relieved that we would make our second flight from Toronto to Nassau departing at 9:30 a.m.

• We already had our original boarding pass for Toronto to Nassau as we printed these out earlier on Dec. 25th when we checked in to our flights online 24 hours early.

• At 3:00 a.m. December 26th, Sandra Evans received an email stating that we had been moved to the 1:30 p.m. flight from Toronto to Nassau due to the Winnipeg delay. WestJet moved us knowing we would miss our connection in Toronto. Frustrating! However it was still early so we went to a WestJet agent.

• At 3:30 p.m. we spoke with Taneesha and Sam – two lovely WestJet employees – and we explained everything that had occurred. They looked in the system and explained that WestJet saw we were going to miss our connection so automatically moved us to the later flight. We explained, though, that we paid our own way to Toronto so that we wouldn’t miss that morning flight because we had another connecting flight in Nassau through Bahamasair that we would miss if we waited.

• Taneesha and Sam worked on their computers and fixed our flights so that we were both back on the 9:30 a.m. flight departing Toronto. They issued us new boarding passes with the correct flight and time.

• At 9:10 a.m. during boarding, the agent scanning tickets was having issues and asked about 15 of us to wait. As they rescanned, the issue with all other passengers was that they just needed to see their passport. When they scanned our tickets at 9:20 a.m., they told us that while we had boarding passes for this flight, we were not on the flight list. We quickly explained what had happened and that Taneesha and Sam had fixed this all up, and the agent said that WestJet automatically bumped us to the 1:30 p.m. flight list. The girl at the counter pointed to a desk two gates over and told us to run there and ask the girl at the counter there to fix this for us so we could get on the plane. She said she couldn’t do it on her computer.

• We ran to the other desk and met Sabrina. We told her that we weren’t on the flight and that we were supposed to come see her to get put on the list. She cut us off during our story and said, ‘It’s ten minutes until the plane leaves and you want this fixed now?’ We tried explaining what had happened and she cut us off again. She repeated the fact that the plane was leaving right away, and we said we were aware, we were trying to get on this plane! We showed her our boarding passes and told her that Taneesha and Sam had fixed this for us at 3:00 a.m. She put her finger up and said, ‘You’re going to need to wait.’ She then asked the gentleman behind us in line if she could help him. He told her he just got off the plane and his suitcase was damaged. She went into a long explanation with him about how he could find the baggage counter downstairs and file a complaint – we genuinely felt she was purposely taking her time with the explanation based on how rudely she was treating us earlier. Another WestJet employee – a male – saw our panic and came over and asked if he could help. We explained again to him what was happening, and he said, ‘Oh no, I think they’re closing the gate on that flight!’ Sabrina then turned to us and said, ‘You ladies just gave him a completely different story than you gave me’ – I guess at that time she realized she should have just listened to us and helped us. Someone from the departure gate called at that time and said they had to leave without us.

• The plane left without us.

• Just to recap – WestJet changed our original flight from Winnipeg to Toronto, causing us to miss the Toronto departure. We spent an additional $982.90 of our own money to get ourselves to Toronto in time. We didn’t think WestJet would give us this money back because it’s not WestJet’s issue that we had a third flight to catch. HOWEVER, we spent this money in order to solve our problem of missing our third flight, and WestJet created a new problem for us, putting all that money to waste. We were no further ahead had we just waited and taken the original flight that we already paid for.

• Not only are we out $982.90; when we finally arrived in Nassau, we had missed our connection to Freeport and there were no other flights leaving that evening. Further, there were no hotels available for the night! We had to sleep in the airport (which apparently wasn’t allowed but they let us) on hard chairs. It was freezing cold with the air conditioning on and they were blasting Christmas carols on their speakers all night. We did not sleep. To add to it, the next available flights were on December 28th – we were ready to turn around and come home but managed to get on a standby flight to Freeport. We missed the first day at our all-inclusive resort – and we are requesting a refund for that as well - $407.28. (Daily cost)

• If this story isn’t bad enough…our luggage did NOT follow us to Nassau from Toronto. We had the clothes we were wearing on December 25 at our Christmas dinners – we had to buy toothbrushes, toothpaste, and deodorant at the Nassau airport. When we were finally able to arrive at our hotel in Freeport on December 27th, we still didn’t have our luggage and had to buy bathing suits and a change of clothes from the gift shop. We received word late on Dec. 27th that our luggage was en route through Air Canada!? Not sure why…however on December 28th we called the Freeport airport and our luggage had arrived. We had to pay for a cab there and back from the hotel to retrieve our luggage. That cost us an additional $56 USD plus $10 tip.

Summary of Costs incurred by Sandi Evans and Karen Little due to WestJet’s negligence:

Flights to Kitchener: $862.90

Taxi to Toronto: $130.00

One day missed at hotel – all inclusive, food, bed… $407.28

Bathing suits, 1 outfit each, toothbrushes, paste, deodorant - $198.00

Taxi to airport to retrieve luggage: $86.00 CDN

TOTAL: $1,684.00

Desired outcome: Refund of total $1684.00 to cover the additional expenses incurred by Sandra Evans and Karen Little due to the fault of WestJet Airlines

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10:54 pm EST

WestJet Airlines Negligence of staff

I am an international student studying in Canada, pursuing a bachelor's of public healthcare in Sydney, NS; on 26th May 2022, I decided to visit my home country India, so I booked my tickets through Expedia, and I got the following route. My first west jet flight was scheduled from Halifax to Toronto (WestJet 275) at 7:00 PM. Then I had a connecting flight from Toronto to Abu Dhabi, Etihad Airways (Etihad Airways 140), scheduled at 9:40 PM. Then I had another connecting flight from Abu Dhabi to Delhi (India). I chose this route because I knew that Abu Dhabhi gives a visa on arrival. I reached Halifax airport on time and sat in the boarding area for 3 hours before my flight. After one hour, the west jet crew members arrived at the boarding station and announced that the concerned flight was late due to immigration purposes.

I went to them, but in a discriminated and arrogant manner gave me a response and said, Don't worry, you will reach on time. After some time, they called me and said that our scheduled flight was expected to be so late that I would not be able to catch the flight, so they said that we would plan for a different route and gave me the travel itinerary of another way. The following route I got from the west jet crew at the airport was from Halifax to Paris (WestJet 42), then Paris to Amsterdam (airfrance 1640), and then from Amsterdam to Delhi(KLM 871). Being an international student, this was my first trip back to India. All seemed good to me until now, and I took my first flight. When I reached Paris to catch my next Amsterdam flight, the Paris police border stopped me at the checking and asked me about the transit visa as I had an Indian passport, which I was unaware I needed to have because your crew members scheduled this route. It was their responsibility to give me the correct route; they should not have given me such a route that needed a visa. They stopped me by the border police, and one more boy was with me at the same time in the same situation, as we had the same flights. Due to the language barrier they did not urge us to listen to us or even did not give us any chance to explain the situation of the negligence of your staff memebers who booked our tickets. I am a doctor by profession and belong to a good family. Still, they took us in custody and sent us to the border police department, where we were mentally tortured, mentally harassed, recognized as criminals, and sent to a cellular room. All our belongings, including our cell phones, credit card, debit card, and passport, were taken. They did not listen to our single word, checked us bluntly, and even did not give us a chance to call our parents for further help. The movement for me was horrible. I went into mental stress. After keeping us in the cellular room for 5-6 hours), luckily, one Chinese person who worked in their department management knew the English language. She explained our whole situation, but I was sent to their cellular jails instead of understanding it, which was even worse. The police were not at all cooperative and ruthlessly behaved with us. I went through all this mental torture and harassment just because of your staff's negligence, who did not urge me to give a correct route and gave me a route that was not legible for me. I was locked there for two days, and my parents, with whom I did not have a contact for the last two days, who were waiting at the airport to receive me, were worried. Then after such harassment, one of the persons helped me to have a conversation with my father to book another ticket from Europe, which was a hefty amount for me. Despite knowing that this was all due to the negligence of your staff members, the Paris border police stamped my passport. My passport, which had been clean until now, received a shoddy stamp due to your staff.

Desired outcome: Refund of my money with a huge compensationWritten letter from your team about your negligence due to which i got lousy stamp in my passport

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1:27 pm EST

WestJet Airlines Round trip flight for 2

Hi I had won 2 West Jet flights for 2 in 2019/2020 voucher # COC-C-[protected]-11. We had booked a flight for April of 2020 and had to cancel due to covid. I had successfully transferred them over to the next year using the special services desk number [protected]. I had attempted several times throughout 2022 to move them one more year and no one at the services desk knew how and I was given another number to contact. No one at that number knew how to proceed and last time I had attempted was Sept 17 and Sept 19th. When I called the Special Services today they said these were the last 2 days to use them and when I said I didn't know they even existed she made me feel like an absolute idiot. I would have used them if someone had told me I had successfully transferred them over to 2022 but nobody did and no one knew how to help me. She insisted "anyone at this desk would have known to tell you the conditions, etc etc." but... no one did and no one even notified me that they had carried over and she continued to insist and insist making me feel more and more belittled each time she did.

Desired outcome: I would like to use the 2 free flights I would have used if I knew I had them

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10:08 am EST
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WestJet Airlines WestJet vacation package

I do not even know where to begin. I have never been to Cuba before and only flown once in my life. But this experience has been nothing but horrible!

I went with three of my friends to Cuba last month. First time I have ever flown with WestJet. First time my friends ever traveled anywhere, except one. What a horrible experience WestJet had waiting for us at Toronto Pearson Airport.

Booking Number was 2976952

Reservation Code was FEMKYZ

Passengers were Marilyn Broad, (writing this) Suzette MacDonald (a lawyer), Angela Sears and Linda Stone.

I have email confirmation of our flight that says we need to be there at least two hours before departure. Our flight left at 9:20 a.m. on November 26th, 2022. We were at the airport at 7:00 a.m. Upon arrival I talked to a WestJet employee (let’s call her “A”). She told us to go to self-check in. We stood there for half an hour and right before we could talk to the WestJet staff, they disappeared. We waited another five minutes, and Suzette told me and my friends this is not right. Suzette then proceeded to find another WestJet employee and they told her we had to go stand in the line like everyone else. We went to that line. We stood there for another half an hour. Suzette knew this was not right as well. we then saw employee “A” and asked her what we do? She looked at her watch and said you are late for your flight, and you are not getting on it. I said what can we do? She said nothing! We all stood there baffled. We waited another few minutes and Suzette approached another WestJet employee. She told us to come with her and we had lots of time to still make the flight. She was weighing our language to have it checked and then employee “A” came back, and they spoke in French. I do not understand French and neither did my three friends. After the conversation, “A” looked at us and said I told you that you would not be on this flight! She then walked away. Suzette asked the girl who was checking us in and weighing our language, what do we do now? Suzette asked her to book us on another flight to Cayo Coco for that day. She told Suzette she did have access to other flight information but would try to help us. By then, our flight with WestJet had taken off. 10 minutes after our flight had taken off, the girl that was weighing our baggage to check it and then “A” came up to her, came back to us in tears and handed our passports back. Suzette asked her what do we do now? She said she did not know. Suzette found “A” again and she told her it was our problem and to figure it out. We all stood there in disbelief!

Suzette did figure it out! She looked at the big blue board that had flights going to Cuba that day. She went to every one of them and booked a flight to Santa Clara. (With Sunwing) It costs each one of us an additional $570.00 for the flight to Cuba. Suzette put all of the 4 tickets on her credit card as the rest of us did not have a credit card. Once we arrived in Cuba, we had to hire a taxi to take us to our resort in Cayo Coco! That was another six-hour ride that cost us $250.00 American!

Suzette a lawyer, and an experienced traveler, and she was baffled!

Myself and 2 other traveling with me suffer from life threatening ailments such as obesity, anxiety, stress panic attacks, high blood pressure that led to them having no control over their bladder, we are not young people. One is even in her 70s.

We put a lot of stress on Suzette as we had no clue what to do and depended on her to figure it out as 2 ppl in our group had never flown before and me only once within Canada

WestJet told us basically that this was not their problem and for us to deal with it and figure it out! We did FIGURE IT OUT! The stress put on Suzette for looking after all of us fiends and ensuring we made it to Cuba for our paid vacation, I have no word! Yes, I do! The WORST customer service ever with being told WESTJET could not help and for us to FIGURE IT OUT! I have no words for that!

I can supply all the proof I have; we did nothing wrong, and me and my friends need to be compensated for our entire trip and the additional expenses we spent to go to Cuba due to “A” complex and attitude and the stress put upon all of us when we were told it was not WESTJETS problem and for us to figure it out! Unbelievable!

Yours truly,

Marilyn Broad [protected]@icloud.com

Desired outcome: full refund plus expenses

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12:39 pm EST
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WestJet Airlines Cancelling flight from Calgary to JFK supposedly due to weather on 23rd, no customer support

Cancelled flight from Calgary to JFK on Dec 23 2022, supposedly due to weather, but JFK was not closed on the 23rd of December 2022, as all other flights from other cities came in and my other flight took off from JFK. The cancellation happened after all passengers had boarded the plane and were on the plane for about 40 minutes. Then announcement came in that the flight is cancelled supposed because of the high winds in JFK in New York. Even though the weather was terrible in New York on that day, for some reason, JFK was not closed for service and was accepting multiple other flights on the same day and time. My other connecting flight with Delta took off from JFK (I received an email about it) on the same day without any delays. At the airport, the WestJet customer representative told me to go home and await for the email from WestJet because nobody is at the Calgary airport to rebook my flight for another airline or another time to get to where I was originally heading to, Washington, DC. The phones of WestJet are unresponsive after several hours of waiting on the line. I filled the form to get a refund, but no confirmation that it is received. I had to spend another 2k with one US airline to get where I need to be before. Westjet seem to be a complete scam, taking money of the passengers, using that money for a few months, and then, hopefully, returning the money...

Desired outcome: Full compensation for the flight ASAP and not in a few years as some of the passengers on Twitter indicated. Plus, compensation for purchasing additional tickets (2k) to get where I need to be.

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4:43 am EST

WestJet Airlines Bad customer service

i would like to report a manager called amy at the edmonton international airport guest assistance, she was so rude to me, i have been a loyal member to west jet and i understand that the staff at the airport might be stressed out but as a customer who just unexpectedly had a delay in her flight and as a result could not fly at all today or any other day , imagine how i felt. It was very unfair the way she spoke to me even though she saw i was in tears due to how much stress i was under. She was not willing to answer my questions and i view this as an act of racism because the manner in which she acted towards other customers was different i would like disciplinary measures taken against her because truly as a major airline in canada , having that rep is terrible

Desired outcome: disciplinary measures and compensation for my delayed flight because due to the fact that my flight was delayed i was unable to make my connecting flights and i couldn’t fly at all

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2:41 pm EST

WestJet Airlines Incompetence in dealing with cancellation

Our flight WS scheduled to depart from Victoria BC on Dec 25 at 0600 to Calgary was cancelled. I have been on hold for 3 hours and no call back option is present. I need to be rebooked to be able to reach my destination but nobody is helping me. The way the situation is being delt with is beyond RIDICULOUS. I do not understand how so many flights can be cancelled and no personnel to deal with it especially during Christmas time.

Desired outcome: I want to be rebooked on a new flight and want the entire journey to be reimbursed.

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4:47 pm EST

WestJet Airlines Flight canceled by westjet and no luggage provided

We were suppose to fly to st lucia on Dec 21 from calgary to Toronto at 630pm mountain. Flight was delayed by 6 times and right before we want to board the flight is canceled due to pilot being over his hours ok work. Wtf. So me as a paying customer can I say due to traffic, I was nit able to catch a flight and hv no penalty by you Westjet? Oh the fun part, we are told they will accommodate us on angrier flight. At 5am got an email saying they cannot accommodate us and weastjet removed our calgary to Toronto and Toronto to st lucia flight. now I am trying to get our checked in luggage and stupid westjet is saying they don't know. Just give my luggage, I will book with another airline please. GIVE ME MY LUGGAGE

Desired outcome: Give me mh luggage

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kummm
, US
Dec 25, 2022 4:45 am EST

westjet needs to be held accountable!

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3:58 pm EST
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WestJet Airlines package trip to mexico

booked trip to mexico on dec. 19 approx. 3:30pm through sell off vacations then on dec.21 8:00 am recieved email that trip departure date out of hamilton had went from jan.14 to jan.21 10 min. later another email back to jan 14 but time leaving had changed from 14:20 to 7:42 am.We are a party of 6 and I have paid more for this trip then if it was booked today.What I would like is to be able to book seats in advance with no charge as this will recoup some my losses.I feel this is reasonable request as you really cannot contact west jet any other way if so I need to know before the plane fills thankyou for time I will waiting to hear in short order my contact is [protected]@gmail.com

Desired outcome: be able to pre- book seats at no charge as soon as possible

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11:44 pm EST
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WestJet Airlines Fly

My fly from Kelowna to Calgary supposed on Dec 18 19:15 pm. I reached the airport and wait there around 5pm. They said fly will be delayed about hour and half. later on, they said will be delayed to 11pm something, finally, the fly was cancelled. I m not surprised at all as they usually do but I always received email or text massage about this kind of change but this time NOTHING! I never got any notification at all. I called westjet and waiting for 2 hours nobody pick up the phone, the only option is request a call back. I requested a call back until 9am next day. The customer service called me back second day and I told her about this cancellation and she helped me to change the time to the same time on Dec 20. However, same [censored] happened again! sorry for my language, I am so pist off and frastrated because they cancelled the fly again withpout any notification! "What a freat company..." Now, I do not know what I should do, where is fly? I missed very important interview, family event,etc... They did say anything... I am asking for compasation and fly me back to calgary home ASAP

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10:51 am EST
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WestJet Airlines Flight delayed by 5 hours - missed next flight

My flight was delayed by 5 hours from LGA New York to YYZ Toronto. I tried contacting WestJet by phone, but they say "we can't take the call now" please visit westjet.com or they put you on hold for 203 hours and then say this is not the right department.

Confirmation: GUGH28

Name: Taranpreet Singh

Expected Departure: 6:50 PM

Actual Departure: 10:00 PM

They even took away the booked seat for which i paid extra for another person who was having some health issues. But they should at least compensate me for taking my seat away. Also, the seat that I was given was wet. This is my 100th complaint but to no response from WestJet on calls or anywhere.

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1:14 pm EST

WestJet Airlines Vacation package

We booked a vacation package to Cuba,19 December to 31 December on 14 September of this year. Code KMUKXY applies. We were to overnight in Toronto and a hotel was booked for 19 December. Our flight out of Terrace,BC was cancelled less than 6 hours before departure with no flight options available. Crew issues apparently. Why Westjet would not have contingency plans in place for crew is beyond us. We were told to book flights on another carrier at enormous expense, CAD 3967.98,leaving 2 days later .We also forfeit our hotel booking in Toronto, CAD 197.43.

We spent 3 hours on hold and on the call-centre to resolve the issue.

We are to fill in forms requesting compensation for lost flights and refund for the flights. This will still not make up our costs even if granted.

An attempt was made to lengthen our stay by two days so as to lose none of our vacation time, this is yet to be confirmed. This means our return flights will also be altered ,no doubt at our expense.

We only have so much vacation time and are completely at Westjet s mercy, we feel it enormously unfair and have no recourse, we cannot speak with anyone and have no reassurances.

I am a loyal Westjet customer,number [protected].

Desired outcome: I would like a response, an apology and a refund as well as compensation as this was beyond our control and firmly in Westjets domain.We now wait and see how this impacts our vacation

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3:34 am EST

WestJet Airlines Flight cancelled

Hello,

My Flight WS380 December 18,2022 Abbotsford-Calgary, for 3 persons Evegeny Sadikov, Tatiana Sadikov, Veronica Nica Sadikov was cancelled.

Booking # TGMYLC

Ticket numbers

Evgeny Sadikov [protected]/1

Tatiana Sadikov [protected]/2

Veronica Nica Sadikov [protected]. It was delayed few times, within 4 hours before departure, finally when it was announced departure 8:13 pm instead of 5:45 initially) I arrived to Airport, checked in my luggage, went through security. Then it was announced about 6pm that flight is cancelled. Then we proceeded to baggage claim are, our 3 bags were lost, it took 2 hours for staff to find it, each in different place. Then we were told to phone call center to find out the replacement flight. I received email of replacement flight which is for December 20,2022, two days later departing Abbotsford at 8pm, arriving to Calgary at 10:11 pm, there is connection flight only the next morning at 8:15 am,, so I need to spent=d night in Calgary airport 10:11 pm - 8:15 am. When I asked attendant if I get at least Hotel for the night for my family, I was told to phone the call Center WestJet, as they could not do anything. I arrived home, and was calling Westjet Call centerSince 9pm for 3 hours,, I’m on hold till now.

It is outrageous as WestJet service provided. The attendance said that the flight cancelletion was due to no crew available.

Other companies - Flair, Skoop were flighing, the other westjet flight departure, so it was completely WestJet fault not to provide the flight and apopropriate substitution.

I lost my working days, at least $2000/day; Business meeting with Cancer Agency in Regina, conference, Family frustration and moral injury.

My request is to compensate the real damage of$ 10,000, it is not for negotiation even.

Claim submitted to WEST Jet, however there is no response, and the potential compensation is not covering even ¼ of the damage.

There is no way to reach anyone over the phone unfortunately.

Sincerely

Evgeny Sadikov, MD

[protected]@hotmail.com

[protected]

The WestJet Confirmation TGMYLC

Desired outcome: compensation as mentioned above $10,000

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4:52 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

WestJet Airlines Lost baggage

Starting our a year a head planned vacation on Dec 10 to Cancun with my family including my 2 kids of 5 and 11 years old, wishing to enjoy a long-awaited vacation we arrived from Victoria Bc to Cancun in Mexico, left with no luggage at the destination airport. Can you imagine a vacation ruined for kids me and my wife having had to book our leave requests a year ago hoping to have a relaxing vacation. We find ourselves with no clothes, no vacation requirement e. g sunscreens, sweamwears, crucial medicines (which caused me withdrawal symptoms e. nausea and diarrhea until I could get a prescription and buy them which took 72 hours as we were expecting luggage to arrive and never did). Kids had an IPAD and my camera which are now considered lost. we missed all our ala carte restaurant reservations due to not meeting dress codes as our cloths never arrived with luggage. Missing all our excursion tours be had to spend the money we had planned for them on re-buying our vacation supplies, clothes... I don't want you to imagine such an experience but your company totally ruined our expensive and long-awaited vacation. If you were us what would you expect in return? even financial compensation would not bring us the time we planned to spend with our friends whom we had not seen for years and we could not enjoy spending time with them. Trust you can look into this dramatic experience and get back to me with a logical response and compensation as expected. I had heard many positive reviews regarding your vacation packages and unfortunately, I can't tell if I saw it in real. I look forward to hearing from you
soon. Regards. Alireza Zamanian

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6:01 pm EST

WestJet Airlines Cancellation of flight

My name is Nelia Pacheco. My husband Roger and I had booked a flight to fly with WestJet on Nov.29/2022. (Confirmation # TDAFHN)

I was scheduled to have brain surgery in Vancouver on December 1st. The day that we were supposed to leave, our flights were cancelled and rebooked by your company for December 1st. I was deeply upset as I had to be in Vancouver for a series of Medical tests on November 30th in preparation for my surgery on the following day.

I called the airport near my home town which is 45 minutes away but got no answer from Westjet. My husband and I drove to the airport as quickly as we could to see if we could get on an earlier flight. When we got there, There was a flight just about to depart at 10:50 a.m. Thankfully, I just made it by the skin of my teeth. There was only 1 seat left I would have been screwed if I had missed that flight. A surgery that had been planned for months would have had to be cancelled. My husband was supposed to be my escort traveling with me but only managed to fly out on the day of my surgery when I needed him the most. I look forward to hearing from you.

Nelia & Roger Pacheco

Desired outcome: I would like some sort of accommodation from WestJet because of everything I have gone through to fly with WestJet for my surgery. A refund for my husband and I? a decent voucher for my husband and I?

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5:27 pm EST
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WestJet Airlines Broken suitcase was damaged during my flight with West jet

I travel to Jamaica with West jet on Dec 11 2022 after picking up my luggage 🧳 one was broken.

There was no one to help me service was not good at all.

So am making a claim for my broken suitcase. Reporting this problem with my broken suitcase service was not good at sll am very disappointed.

Flight ws2702

Toronto to montego Bay.

I have photos 📸 of my broken luggage 🧳

Desired outcome: To replace my luggage 🧳 or reimbursement

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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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Contact WestJet Airlines customer service

Phone numbers

1866 666 6224 +1 (888) 937-8538 More phone numbers

Website

www.westjet.com

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