WestJet Airlines
Reviews and Complaints

My family planned the trip to Orlando for months waiting for kids off school ...

Flight WS1914 from Hamilton-Orlando on July 14/24 was canceled without notice. We were stranded ( with 2 other families ).That made family and kids so sad, disappointed... I already paid for flight, car rental, insurance, internet..I called and FlightHub sent the request for refund, but rejected...Some agent told me the reason was '' You did not get on the return flight from Orlando back to Hamilton , therefore no refund '' ? WestJet's operation so badly and just keep ignoring customers complaints how come they still in business !

We booked and paid for premium economy NZ 24 from Auckland to Vancouver, WS3324 Vancouver to Kelowna, February 29, 2024. We tried to reserve our seats on WS3324 through WS app and weren’t able to and also tried the NZ app. Westjet assigned our seats 17C, 17D at the back. I tried at customer service in Vancouver to change and was told we couldn’t get to the front. I asked for a voucher for lounge to accommodate us for our inconvenience being at the back as was declined by your customer service. We paid for premium economy and would have at least expected to be at the front of the airplane. Westjet customer service needs to take a page from air New Zealand. Very disappointed with your customer service.

Our flight was supposed to to depart Jan 11 @620 am we got on airport shuttle from hotel and arrived at 520 am to be told that our flight was on January 12 at 6:20 AM. We received the email at 5:01 while we were already on the shuttle fine whatever spent another night at the hotel got up early again to catch the flight and there was an issue that they said it’ll be about 15 minutes which actually turned into two hours then we started to board. We were one hour on the tarmac waiting for the ice to be deiced and then we left we missed our connection flight because of the delay. We spent 13 1/2 hours at the airport in Calgary for the next available flight. We’ve been up for over 24 hours, WestJet was not helpful at all. I’ve had surgery and could not be walking around as much as I did as I was now in a lot of pain, my husband spoke with the Calgary WestJet people confirming that our luggage was going to be on the next flight. finally boarded on our plane that was delayed another 20 minutes got to Kamloops. our luggage was not on the carousel. We spoke to a service customer in Kamloops found that the luggage was still in Calgary. She promised to have it on the next flight to Kamloops, which was in the morning and that she would have it delivered as soon as I got there we got a call at 10 AM stating that the luggage had arrived and they were carrying it out to us 2 o’clock came and still nobody showed up with the luggage called and they stated that yes, it was just picked up. It should be there in two hours. 4 o’clock came and we called again. They said that the luggage was still at the airport and that they will get the airport to call us at 4:30 somebody from the airport called and stated that they would be bringing the luggage to us on their way home. We did not receive our luggage until 7 PM on Monday.

Subject: Feedback Regarding Unpleasant Experience with WestJet Employees

Dear WestJet Airline

I am writing to express my profound disappointment regarding an unsettling experience that my husband and I encountered with WestJet employees during our journey on January 4, 2025. We were scheduled to fly from Toronto to Vancouver, followed by a connecting flight to Prince George, departing at 6:30 AM.

After completing the check-in process for our luggage and obtaining our boarding passes, we proceeded to the security check. Unfortunately, the queue progressed unusually slowly, causing us significant delays. Concerned about our timely arrival at the gate, I approached one of the security agents to inform her of our imminent flight. She assured me that it would be acceptable to remain in the queue.

Once we successfully passed through security without further incident, we hurried to Gate B20. Upon our arrival at approximately 6:20 AM and when we just reach to the gate clock turn to 6:21 AM, two employees observed us running toward the gate. To our dismay, they informed us that we could not board, despite our explanations. After several minutes of pleading, they stated that it was now 6:23 AM and we were three minutes late. We expressed our confusion regarding the timing, as we had just reached the gate a mere three minutes prior.

Additionally, we inquired about our luggage, to which they responded that we would receive it upon our arrival in Prince George and that there was nothing further they could do to assist us. By approximately 6:25 AM, feeling disheartened, we were preparing to leave when one of the employees looked at us and sneered. When I confronted her about her behavior, requesting that she refrain from laughing at our situation, she continued to do so, which only intensified my frustration.

Following this encounter, we approached the WestJet customer service desk, where a respectful lady assisted us. After discussing our experience, she contacted the employee in question via phone. She informed us that the employee was not laughing at us but rather watching a humorous video on her phone. I firmly believe that this explanation does not align with the behavior we witnessed, as the employee failed to acknowledge my requests to stop laughing.

Subsequently, I requested to speak with a customer service manager to file a formal complaint. He advised me to submit my concerns through the WestJet website. I find it disconcerting that employees of WestJet feel entitled to behave in such an unprofessional manner toward guests.

Furthermore, our frustrations continued upon our arrival in Prince George, where no personnel were available to assist us with our luggage. The following day, when we returned to retrieve our bags, we discovered that one of them had been damaged.

I would appreciate your guidance on how to address these issues effectively. Thank you for your attention to this matter.

Sincerely,

I had a very bad experience flying to LA./ USA and coming back from the state LA. during the airline strike.

I am 66 years old used a wheelchair during my trips for health needs.

My sister travel with me.

Traveling from Toronto to LA./USA before the strike, we checked in ahead on west jet site. The employee from the airline made a mistake and register my sisters document (pasport) twice on her information then on my information.

When we reached the us border counter the officer was sorry to tell us the wrong information entered and he said you cant leave out to the west jet counter but someone should come and fix the issue and escort you to the plain.

Our flight was at 11:15 am we called and the employee called asking for someone to come and fix the mistake they done before the flight time. I was really stressed and frustrated during my waiting and the comments I hearted that we will miss our flight (bags were checked inn already).

The employee from West jet shows @ 11:15 am still asking what is the problem, my first question am I missing my flight? She said we will try our best to fix our mistake and escort you to the plain. she worked on the computer then talked to the us border customs then escort us running to the plain. I felt so bad and the truth lost my interest to my trip than was planed months ago, I was shivering and top stressed by the time I sit on my set.

Please put your self in my situation and my poor sister that forgot her self just to comfort me, very bad beginning of our trip.

We would like to give a credit to this employee (I thing her name is Justren) she made it and escort us the the plain door, big thanks for her.

Now part two coming back from LA. USA. when we arrived to the airport with the big number of travelers waiting by the counter, I was on my wheel chair, when I arrived to the counter I faced a very rude lady (employee) telling me no flights, your flight is cancelled.

I asked what can I do and she respond go and lineup with all these hundreds of people, they have the same problem like yours.

Well my sister (thanks God she is with me) parked my chair in the side and she went to line up with the crowed, pain in my legs and back sitting on the wheelchair for around 7 seven hours, our turn came and my sister brought me with her the the counter, here the big dilemma happen with a very carless rude employee (I got his name for sure) smiling and happy not like my miserable situation seeking for hope and comfort with all I am going through.

I don't think if he can imagine I am his father would he tread me like this?

Just to mention with all the stressful situation I was very calm and respectful with him, but he was laughing with the other employee on the counter, I just told them cant you feel with us what we are going through? Then I asked him what can I do now and he mentioned: you will be lucky I I find you sets on the forth of July and we were in 1st of July. Then I ask would you (west jet) accommodate my hotel? with a very funny and unserious way he answered no, we can pay for one night only. Thanks God I didn't have a heart attack from this employee. I asked about his supervisor and got his name too thinking how to pass this bad moment of my life.

Then my sister talked to the supervisor seriously (got his name) and with a very big thank you for him in 5 minutes he found us a trip to Edmonton / Canada then another connection flight to Toronto to be arrived at around 5:00 am.

It was one of the worst trips in my like took 2 two days to recover from the leaving flight errors. And still recovering from my coming flight delay with bad pain in legs and unsettled health.

we don't want to lose our trust in this beautiful airline as I have to recommend the last two flights to Edmonton and to Toronto, great service great take off and better landing in both flight.

Thank you

Jacques Jean

Any more details with names of flight numbers please get back to me and I can provide it.

WestJet lost a loyal customer because they wouldn’t extend some lounge passes by ONE DAY! The expiry date is May 15, but I fly out of Edmonton on May 16. There needs to be a reasonable Flex Time (maybe 48 hours?) built into the policy to allow for such circumstances. Requests could be reviewed on a case by case basis. Long standing customers could be shown some loyalty by a representative who could review customer usage. There are many things WestJet could do to improve customer satisfaction in this circumstance.

They were unwilling to take into account that I have always flown WestJet. There was no negotiating. A flat out refusal was all I got. Air Canada: here I come.

My Husband Tahir Abbas travelled yesterday with WestJet and we reached there to Airport at 6.45 am. There was a huge lineup of Passengers who didn’t do online check-in. We tried an online check but due to some options is not available and unsure we unable to finish it. Anyway, we are in a big line from 6.45 till 8. am still we are in line. I told the staff we had been waiting for such a long time and his flight was at 9.35 am it is almost 8 am now and my toddler also started cranky there due to the big crowds of passengers. But nobody trying to help and the answer is if you have done an online check we will help you unfortunately this is the line to see agents to help with checking. We are still in line at 8.20 am I requested them again to help he will miss his flight and they are so coolly saying please rebook your tickets he missed his flights. It’s a joke they are telling passengers to rebook because of the huge line for baggage check-in passengers are travelling for so many reasons they have financial issues, health issues, back home family emergencies, etc. They stressed us so much and I started begging the staff to help us it’s not easy to rebook tickets. Charge asked me if he wanted to travel without check-in baggage I will help you. We agreed to that because we can’t afford to rebook the ticket. With a heavy heart, my husband left all his clothes and personal stuff in check-in baggage and took only hand carry with his passport and documents required to travel neck pillow and laptop whatever he kept in hand carry for change one pair of clothes he took with him. Staff did his check-in and was given a boarding pass at 8.35 am. He went inside for customs. My question is that when staff on the floor have access to everything why are they not helping passengers and making it easy for passengers and passengers family members who came to drop him off at the airport? When they checked him in at the same time they could check in his baggage also it’s not more than 42 kg but they didn’t help us with our baggage. They kept saying from 8 am rebook the tickets and call your travel agent to rebook. With heavy hearts, we agreed without baggage. I left the airport around 9.20 when he said on his gate. I was thinking about how he going to manage without his baggage he has to buy everything he needs there. I brought back his baggage with the toddler's heavy baggage loaded in the car and unloaded it from the car after reaching home. After reaching Los Angeles he told me his flight was delayed for an hour. This is the way WestJet staff gives customers services this is the way they help passengers. They are not travelling free they are paying hefty amounts to travel to airlines. We are disappointed with WestJet Airlines if it’s other airlines they will help us. While coming back I checked with Air Canada staff and was in charge and told what happened with us today with WestJet. They said it’s not right if they checked in passengers it’s not a big deal to check his baggage also. He travelled first time with WestJet the worst experience for him. The customer service is not at all good it’s the worst customer service experience from WestJet staff. Airlines have to give instructions on how to behave and help customers service what’s wrong if they don’t do an online check-in for so many reasons. They are on time to check in and staff and help passengers to help the passengers to check-in in different ways it’s not like they can help passengers who do online check-in only they can’t help passengers without online check-in they have to see agents. They have to call passengers whose flight is coming next according to time some passengers travelling with big family members take time and document issues and more weight issues it will take time to finish. It doesn’t mean that passengers whose flight is next have to miss their flight and rebook. They have a passenger list and time of flight departure they have to call those flight passengers to deal with first and clear them from the line on time. I have to send all my husband's stuff and clothes by courier for him to use for his stay so he can’t spend too much money.

WestJet Airlines and their staff are horrible in customer service, unhelpful and cause more problems for passengers without proper reasons. They are using excuses such as unscheduled maintenance to cancel and delay flights to cover up the real reasons such as staff shortages. They book their flights to grab the money from customers but then when the day comes to travel they make it the worst possible experience any traveller can imagine. Agents at airports do not help instead say call 1866 WestJet, they are scamming by putting their fares low but then cancel and delay flights where you are forced to pay extra or give credits so you have to book with them again.

WS 198 flight leaving Victoria BC Sunday Feb 25th, 2024 was delayed from 5am to 7am, delayed again till 9am. A booked flight with Passengers sitting at airport at 4am given only the information to wait for latest email update. Agents have no further information nor did they help find any other flights especially since our booking was reprotected. Here I am sitting with my 8month, 3 year old and 7 year old kids.

At 8am, I get an email saying WestJet cancelled the flight and rebooked us at 7:30pm. We go back home rest (well not really more stressed).

We go back to airport to take the 7pm flight WS 3184 leaving Victoria BC, to Vancouver. We arrive in Vancouver to connect to our next flight WS1598 to Atlanta reaching Feb 26, Monday at 6:30am. We leave Vancouver late again WS delaying that flight 30mins, reach Atlanta at 6:38am, (the pilot made up for time loss in the air). Now, we had to connect to one more flight to FINALLY reach our destination Orlando. (Family trip to Disney World). WS 3184 landed at Atlanta but the airplane had no parking ramps available, we sat in the airplane for 35mins. WestJe who rebooked our flight only gave us 45mins to connect to our next flight but obviously that was not going to be enough time if we wasted our time sitting in the airplane waiting for Pilot to find parking. We now missed our connecting flight DL 2204. (Delta airlines). Now I’m stuck at Atlanta Airport, when I asked the WestJet agents to help me get on to standby or any flights going to Orlando, she told me to call 1-866Westjet, not even a “I can get someone to call since you have 3 kids and carry on luggage go deal with”. PATHETIC!

So I called WestJet agent online and she told me she can only get me on to next earlier flight at 5pm. Which meant I’m stuck with 3 kids at Atlanta airport for 10hrs. I asked about my checked baggage and she said I don’t know that I would have to go check with baggage service at Atlanta airport which meant I would have to leave the gates inside to go outside to baggage service then only to go back through TSA again lol. Just wowwww!

At this point I lost all my frustration at the Westagent supervisor at Atlanta who couldn’t figure out where my checked baggage went…. was it at Atlanta or did it go to Orlando? Then an agent Andrea Heard from Delta Airlines heard my frustration and saw me with my kids and helped me out. She gave me few options to get me close to my destination. Delta Airlines are the best but unfortunately they operate in the U. S and us Canadians are stuck with pathetic airlines and unprofessional staff like WestJet.

WestJet if you care to know, I did reach Orlando without your help it was the help of Delta Airlines and their staff made calls and went above and beyond for me.

P. S your apology’s by giving me meal vouchers you can actually give it to your pathetic staff since they work so hard. Never ever again I will travel WestJet.

Re: Westjet flight WS1864 on Jan. 09, 2024

This was a 6 hour flight from Vancouver to Honolulu.

I recently had knee replacement surgery and paid $50 for a seat with extra leg room so that I could stretch my leg and avoid pain.

Upon checking in I was told that the seat I paid for was unavailable ?

No explanation. I was just given another seat.

Upon boarding, I saw that the row with the seat I had paid for was occupied by a family of three.

So, I guess if you whine to the agent about wanting to sit together with your kid, the agent will give away the seat that was paid for by a person with a physical 'handicap'

Needless to say I had limited leg room and my knee was 'killing' me for 6 hours + I am NOT happy !

So far my two E-Mails in the last two months have not been answered and I can't get anyone on the phone to ask for a refund.

If I had NOT paid for my seat, I would not have minded that it was given to someone else.

I purchased a Westjet ticket for a flight from YYC to Washington DC scheduled from February 28th to March 1st, 2024. On February 28th, I encountered a car accident on my way to the airport in my Uber, resulting in my arrival just one hour early instead of the anticipated 75 minutes. Despite encountering minimal queues at both security and check-in, I regrettably missed my flight.

In an attempt to resolve the situation, I contacted Westjet Airlines to explain my circumstances. Regrettably, no viable solution was proposed other than the suggestion to secure alternative tickets. Unfortunately, no same-day options were available, and given the urgency of attending a funeral, punctuality was of utmost importance. Consequently, I had to purchase a one-way ticket of equal value through Air Canada.

During my conversation with a Westjet customer service representative, I was informed that, as a holder of an Econoflex ticket and given the extenuating circumstances, I could utilize my return flight for the journey back home. This information allowed me to plan my trip accordingly. Notably, the agent cautioned that any cancellation of this arrangement would necessitate a two-hour advance notice.

At 4 AM EST in Washington, as I endeavored to check in, I encountered difficulty locating my reservation number within the system. Subsequent to a prolonged hold period exceeding two hours, my query to Westjet revealed that I would need to repurchase the return tickets due to my missed outbound flight to Washington. Despite referencing the prior assurances from a customer service representative, as the details were not reflected in the system, my appeal was disregarded.

Faced with this dilemma and lacking the means to repurchase tickets to return to Canada, I implored Westjet to honor the tickets I rightfully purchased. Following multiple discussions with various managers, I was eventually informed that a nominal fee of 3 cents was necessary to rectify the situation. In compliance, I provided my credit card details. However, upon receipt of the flight ticket, I discovered an unauthorized charge of $417.48, far exceeding the agreed-upon amount.

The cumulative distress of encountering a vehicular accident, unsatisfactory customer service upon arrival, the unforeseen ticket purchase through Air Canada, the funeral proceedings, and the subsequent ticketing issues, culminating in an unexpected charge of $417.48, has been profoundly disheartening. As a holder of an Econoflex ticket, the rationale behind the additional fees remains unclear, particularly when considering the original ticket purchase. While I am committed to ethical practices, the unauthorized deduction of funds without consent raises legal and ethical concerns.ises legal and ethical concerns.

On January 15, 2024 we were scheduled to leave YYZ at 11:00 AM (Flight number WS 2520). The flight was delayed and did not leave YYZ until after 3PM. Further, we had purchased premium seat at an extra cost and we were not placed in these prepaid seats.

As such, we respectfully request to be compensated for both the delayed flight and the extra cost of the premium seats.

Regards, Alden and Susan White

inconvenient changes to our flight from Rome, Italy to Portland, OR.

Booking number [protected]

WestJet confirmation number ABEMKF

existing flight date May 17th with 2 hrs layover in Calgary, Canada and arriving to Portland, OR in the same day.

changes May 17th with 19 hrs layover in Calgary and arriving next day May 18th.

This is very disrespectful and insane changes WestJet made to our flights. and sold our previous flight to someone else. shame on this company.

Farrah Nosrati

January 30 I was on flight 2777 from iPunta cana to Toronto. Some time after I checked my luggage and arriving in Toronto someone removed the strap that was around my luggage, and rummaged thru my belongings. Luckily I had no expensive items in there. When my luggage arrived in Toronto the strap was missing and the zipper was partially opened. At this time I’m unaware of anything missing. I feel very violated.

Georgina Loder

On 2024JAN26 my son (with learning disabilities) and my husband were waiting to check in my sons suitcase at 430am for his 545 domestic flight to Calgary. Both agents were busy for 20-25 mins with large groups ahead. My son was the last one in line. Upon his turn it was now 505 am and the agent told him he was 5 mins passed the baggage check in times despite the large group dealing with the other agent right beside my son whose bags and items were still being processed for the same flight. They refused to take my sons bag and suggested he sent his suitcase via cargo which costs almost 200.00 and will not arrive at his destination until the following day at which time he will need to attend the airport which involves a taxi ride and another 100.00... Seems insane to me that people beside my son were allowed to check their bags and not my son... Not to mention he was in line 30 mins prior and was the only one in the line!

Good evening,

I am looking into some credits that are owed me from 2020, I was unable to redeem these vouchers because of the Pandemic. Due to travel restrictions and having small children who were not yet eligible to be vaccinated until July 2021. I could not go any destination or on a flight with my wife or children as it was a family vacation. I am asking you to reimburse me the $6200 to my WestJet account, I understand the restrictions that were given, but the 2 years was unreasonable for a family of 4 when my kids were not yet approved by our government to get vaccinated. I am without a trip for my family and out $6200. Can you please assist with this matter other wise I will have to go another route to resolve this matter. I would appreciate some assistance on this matter.

This is the voucher # I received [protected]

The West Jet App does not allow you to pay the extra luggage costs on return flight, when you pay for tickets or book for boarding to destination. We were on a cruise and upon return the App kept saying it was not available. We had guest services try on their computer also and there was no way to prepay for luggage, it said to pay at the airport. The result being a $50 US charge rather than $30.

I would respectfully request a refund of $20 as the airline should ensure the online services are available.

I had a carry on luggage with a roomba vaccum inside. I was moving countries from Canada to USA and paid for two luggages and was taking my dog as well. Upon check in, the lady got picky about my carry on luggage. I always fly with that luggage including with Westjet and never had any issues. This time she made me check in the luggage. I paid 125 CAD and checked the luggage. When I arrived to my destination, my roomba was removed, apparently because of the battery, it can only travel as a carry on. I was not informed upon check in. So what I was doing initially was correct. I called the company that removed the roomba, they said Westjet had it. Called Westjet, they said they don't have it. SO my 350 CAD roomba disappeared. I am beyond frustrated with the misleading information. In total I lost 475 CAD thanks to Westjet.

Reservation HLVFRJ for McKenzie

I purchased the EconoFlex ticket which states it comes with 1 Free Checked bag.

I have a West Jet Credit card which claims you receive the benefit of one free checked bag.

When I checked in for my flight tomorrow on my Econoflex ticket, I was only allowed 1 piece of checked luggage and the second piece will cost me $60.00. In my opinion I should receive 2 free pieces of checked luggage as I paid for one ( Econo- flex tickets come with 1 free checked bag) and should receive one as benefit for having a credit card.

I called the Customer service dept. They advised me that it is one and the same piece of luggage and I am not entitled to two pieces as only the first piece of checked luggage is free regardless of having a credit card and it doesn't matter what type of ticket you purchase.

If I had booked Econo ticket it states you are entitled to a checked bag for a fee. I asked how many bags I would have received if I had booked that lower cost ticket and was advised that the first one would be free because I had the West Jet Credit card.

I feel like this is misrepresentation. It clearly states 1 free checked bag- no other disclaimers and I feel I should get the 2nd check bag per my credit card benefit. So why did I pay the additional fee for the higher end ticket and not get the advertised free checked bag?

On 14. Dec.23, our Westjet Flight WS2644 was over an hour late leaving Liberia, Costa Rica. No reason was given while we were waiting, other than to expect turbulence. While we were on board and waiting, an already boarded passenger was made to leave. Also, one of the flight attendants was overheard saying "I'll take care of the kitten" (I assume there was a kitten on board). When out flight arrived (late) in Toronto, we rushed to make our connection, using a wheelchair provided for my wife (she has mobility issues). There was no attendant there to assist us. When we collected our luggage and made our way to Westjet customer service to find out what to do, we were told that our flight had left, and we would be rebooked on the same flight the next. When we asked for an accommodation voucher, we were told the reason for the delay in leaving Costa Rica was "weather". The weather was sunny, and no mention of weather was made to us as we awaited departure. I feel that we should have been provided accommodation and meals for the 24-hour layover in Toronto.

Most recent flight ws 1417 from orlando - lost bag for more than 48hrs - noone knew where bag was and later found on tarmac -

over course of year my experience with westjet has continued to disappoint - my ws number is [protected] - i have always accepted delays and such as part of travel - i have family members that worked for westjet for 20 yrs and its really terrible how bad the experience of flying with westjet has become to the point i'm ready to cancel my mastercard , rewards and set up shop with air canada at a lack of better choice -

-many times this year i pay premium seat/1st class and due to delays accept middle seat in back with no compensation

-lost bags almost every time

-most recent flight no wifi due to glitch and many times no power to my seat/chargers (fix your damb planes or communicate that is not offered at the minimum - its embarrassing to call that services rendered

-zero value in your customer/ rude customer services most days at the initial contact / service counter or struggle to communicate as you don't hire anyone local anymore

-damaged goods in baggage

- accept overnight connection and no bags to get through the night/ then lose the bags we checked

the list goes on !

had a slight delay on a southwest plane, immediate provided a $200 voucher - westjet go through hoops to submit a claim even , no wonder you don't solve any of them

We recently flew home from Phoenix, AZ (Sky Harbour) to Edmonton, AB. When we were checking our bags the female ticket agent took my suitcase and literally flung it at the conveyor belt. It twisted in the air and fell onto the belt with the top side down which is how the air lines want them. When we arrived home, I opened my suit case and my makeup mirror was smashed. It comes apart into two pieces and I packed them both wrapped up in clothes in the centre of the suitcase to ensure they were protected. Obviously, the many layers of clothes was not enough to protect it from the type of handling it had been dealt. This was an expensive mirror and I would like some compensation. I will enclose a picture of the broken mirror and one of the actual mirror shown online.

The flight was on Nov. 16, flight number WS1463. Thank you for your consideration. Lynne Berry. [protected]@shaw.ca