WestJet Airlines
reviews and complaints

Hi my name is komalpreet Kaur and I traveled from India to Canada with my baby on May 2, 2019. On May 3 I reached Vancouver with my baby and from Vancouver I had my flight with WestJet to
Calgary which was my last destination in Canada. Flight number WS128. Around 12:30 I picked up my luggage at Vancouver airport from an international flight with air China and i headed towards westjet check in counter. I parked my trolley with my luggage at WestJet counter near WestJet check in area and went for check in. WestJet agent named Taylor assisted me. During my check in, I told her that I had my trolley sitting near Westjet counter with my luggage and I will get it for check in and please look after my stroller. I also mentioned her that it is really hard to push luggage cart and stroller at the same time, so I parked it at WestJet station. She offered me help and told me that don't worry about your luggage, we will take care of your luggage for you and we will clear it, here is your boarding pass and you can hand in your stroller before you get into your flight at the door. I reached Calgary around 5:30 pm and didn't receive my luggage. I went to Westjet counter for help and they didn't help me at all. They are saying without the luggage check in number we can't help you and I tried to call them as well and explained this entire situation that how your agent misguided me at the airport and I am missing my full luggage that is 4 bags. 1red, 1 purple and black check bag, 2 medium sized black . please help me in this matter.

WestJet flight WS1202 from Toronto (YYZ) to New York (LaGuardia) (LGA) departing Tuesday, April 30 at 9:35 was delayed for hours. Leading to my 2 year old having a nose bleeding with the hustle he experienced we had to change gate from A17 to A7 because of plane issues. This was unacceptable and the worst experience whenever. We even lost a pair of his shoe in the process.

There is no entertainment on WestJet anymore which is very upsetting. Not unless you download the WestJet App. My cell is incompatible with the app. I have no tablet or laptop. How is a person supposed to enjoy a 4 hour flight with no entertainment? I'm so pissed. I'm not flying WestJet anymore. They should at least supply tablets for people. Not everybody has devices to bring with them. Please bring back the TV's & radios for our enjoyment.

On February 16, 2019, I booked a one way flight with Westjet for April 13, 2019, departing at 6:20 p.m. from Orlando and going to Edmonton, Alberta.
On April 12, 2019 at 6:20 p.m., I went online to check and pay for my luggage and to get my boarding pass. I was able to check the luggage but could not get a boarding pass even though it said that my passport had been verified. After several more attempts and about 25 frustrating minutes, info stating that I needed a travel pass from the Canadian government continued to appear on the screen. I called Westjet and spoke to a very polite young lady and she too was very confused because my passport is Canadian and she finally asked me to stay on hold while she looked further. When she came back on the line, she informed me that I was registered as a resident of Afghanistan! I was born and raised in Canada! By this time, I had wasted about 45 minutes and was very frustrated but did have my boarding pass.

The next afternoon, I was at the airport, had my luggage tags and through security by 3:15 p.m. or so and decided to have lunch before I proceeded to gate 97, which is what my boarding pass stated. I was at the gate by 3:45 p.m., leaving lots of time before the stated boarding time of 5:55 p.m. I was seated directly in front of the desk and could see that the destination on the sign was Glasgow and was slated for departure before me. That flight was called at approximately 5:30 p.m. and there were hundreds pf passengers in line because it was a huge plane.

I continued to wait in the front, expecting Edmonton to be posted next and was shocked, when at 6:10 p.m., Toronto appeared on the board. I rushed over to the desk and was told that firstly, Westjet never flew out of gate 97 and that I had to go to gate 93, 92 or 91. The man there did not know for sure. By this time, I was totally panicked and rushed to find the gate. It was gate 91, not 97 as my boarding pass stated.

When I arrived at the gate, no one was there and the doors were closed. A lady came though the doors and I told her that I was to go on this flight but she said she did not do the boarding but someone would maybe be along soon. No one appeared so I walked through the closed doors! An alarm sounded and another lady came running from the plane, waving her arms at me and shouting that I could not come in there. I stopped and told her that I was getting on that plane and explained why I was late. She said she would board me but had to make a call first and a few minutes later, she did board me with a warning that I not do that again (go through the closed doors) because I would be arrested! I advised her that Westjet should be arrested!

She went on to say that she had looked for me but when I asked her how she would know who to look for or where to look for me, she did not respond. There had been continual announcements over the public address system but often there were two and three at the same time and one always in a foreign language so in fact, none could be understood. But I am positive my name never came over the announcements nor was there ever a final call for the flight.

I have been flying with Westjet since it began flying in and out of Hamilton and have never encountered such a stressful situation. I came very close to missing my flight because the boarding pass stated gate 97, not 91. With the problem of getting a boarding pass and the incorrect gate number, this was a most frustrating and upsetting flight.

I would appreciate your consideration of these errors and look forward to hearing from you regarding this situation.

Thank you.

Sincerely,
Glenise Winkworth

Our flight WS 2217 from Belize was delayed, causing us to incur a hotel expense and loss of a day. Your ground agent, Taylor, called the delay headwinds. We told it is not the case. She wouldn't listen, gave us new tickets and we were left to find a hotel room and travel back to Kelowna the next day.

The pilot of flight 2217 announced in Belize before takeoff that he had two issues, one was that he was over fueled and had to burn off the excess on the runway and that the plane had some limitations, he stated he could not fly above 24, 000 feet which would make us slower. At no time did he state there were headwinds.

Also, when we arrived in Calgary, our checked bag was not on the plane. Ours had been left in Belize, along with 72 other bags. This speaks to the issue of the plane problem.

What Westjet did here is to mask a mechanical problem with a fabricated issue to not have to pay passengers hotel for the night.

Hi,

re: MZHFPH

I am writing today to Westjet as I have several issue to discuss after my trip I just took with Westjet Calgary to Puerto Vallarta, Mexico.

I booked my trip back on March 2 through Westjet online and my hotel through Expedia for Apr 6-16. The flight I flew out on was WS 2250 which wasn't changed in anyway and my return flight was WS 2247 17:15 April 16 to fly home with a group of my friends. I received an email from Westjet on April 3 stating I had an itinerary change. When I read it Westjet bumped me off my flight at 5:15pm to the 7:25am flight by myself, also taking away one full day of my holiday. Westjet said my "compensation" was that I would be in rows 1-3? I called WJ several times that day to get myself back on the flight I paid for with my friends because I am scared to fly alone outside of Canada. I also was not prepared to get into a taxi in Mexico at 5am alone as that is putting myself in a UNSAFE situation that I would never have picked for myself. WJ refused to put me back on my original flight saying I was bumped based on a computer program and that it is out of their control as the MAX8 planes were grounded. I understand this and would not have flown on the MAX8. My only option was to take the 5:15pm flight on Apr 17 so I would feel a little safer, still alone, still in a taxi alone and was forced to book another night at the hotel at peak price USD $171.

I then learn that 2 (plus their baby) friends that were flying with us home were also bumped to the morning flight, but his mother called and complained on April 15 and got them all back on the 5:15pm original flight on April 16. She also mentioned that if I were to go online I could purchase a ticket to leave PV Mexico on April 16 at 5:15! I then checked myself and sure enough I could buy my original seat back, but I was still bumped? I then called WJ and talked to them regarding all the above, she asked me if I would like a seat on the Apr 16 flight I was bumped off of? Of course I do that is what I paid for, I didn't want to fly alone! She mentioned that it was all due to the MAX8 issue. This to me make no sense, yes for the original bump, but not once the flight was down grade to the 737-700, but then people were getting back on the flight I booked, I could re buy my seat online but wasn't offered my seat back (I have screen shots if needed)! When I talked to WJ while still in Calgary (Apr 3) Brandon (I spoke to 3 different people) said he would put a note on my ticket saying to notify me if a seat was available, but the girl I talked to on Apr 15 said that WJ doesn't offer this service. Then when I board the flight WS 2247 seat 8E was vacant and the person moved to the vacant seat 6C to sit with her husband. I am not sure how many other vacant seats there were further down the isle.

So in saying all this Westjet really caused me undue stress/worry/concern on my vacation by bumping others and me in my group on and off our return flight when there were available seats. Makes no sense to me at all. if you bump people and seats become available they should be notified just like we are notified by random email that Westjet changed our itineraries!

I am requesting that I be refunded for my return flight $240.54 in full for reservation code MZHFPH full ticket price is $481.08

I look forward to hearing from Westjet within this next week and seeing this refund on my Westjet account in Westjet dollars. I will continue to call and write until I receive compensation for this stressful, potential unsafe situation I was put in.

Rachelle Blakney

We booked a return flight (April 17- April 27) (reservation code: WBUWRO) with West Jet from Halifax to Hawaii on Feb 2019. We were notified a couple of weeks before our flight that there was going to be a change to our return portion of the flight requiring us to layover in Calgary for 15 hrs. This requires us to fly overnight for 2 days (40 hrs) before we would arrive home. Our group of 5 people are all over 65 yrs old and this is too much of an imposition. We were told too late of these changes to make other arrangements and West Jet says they have no other flights for us. They also said because this a Boeing issue they were instructed not to offer any compensation to any of the passengers. We asked for a hotel room in Calgary or at the very least access to their Executive Lounge where we good rest since they could not supply us with a flight but they refused any help.

Please contact Laurie Roach at [protected] or email [protected]@hotmail.com

Good Morning, I wish to log a complaint where everything that could have gone wrong was to the extreme. I was on a golf trip to Palm Springs and was returning home on Westjet Flight WS1727 on Thursday, April 11th, 2019. The original flight return back to Vancouver was for a 16:15 departure. Lo and behold I was notified by email at 11:16 that morning of a change in flight departure. It was changed to 20:36 Hrs. Next email at 13:35 changed to 21:40 departure, next email at 14:36 changed to 22:00 departure, next email 15:52 changed back to 21:11 departure.
During all this time of trying to be in contact for the different departures, I had long checked out of my accommodations and doing due diligence to hang out somewhere.
It turned out to be a very long day paying extra money for lunch/supper. My wife was originally going to pick me up for my return in Vancouver, but not at the ridiculous hour of one in the morning. Consequently, that meant a $35 taxi fare to arrive at my destination at two o'clock in the morning. After a few hours sleep, we were on our way for a ferry reservation early that morning to get back to our home in Courtenay.
Our actual flight departure was delayed once again when we were on board for a medical issue with one of the passengers. Once again we were delayed on our arrival in Vancouver at the gate as the flight crew was not immediately available.
Wow, I received a $15 dollar voucher from a Westjet employee when checking in that hardly covered paying for a sandwich in that airport as everything was closed up at that hour.
I do realize that I suppose Westjet did everything in their power that day to get us back home that night, but surely you could compensate me a little more than a $15 dollar voucher that almost seemed useless.
My name is Glenn Agnew. My frequent flyer number is WS601414575
My wife and I fly quite frequently with Westjet.
I leave this in your hands and do hope you can come up with a fair compensation
to resolve a very bad day. Thank you, Glenn Agnew ( [protected]@shaw.ca ),
Telephone No. [protected] Address: 2079 Norfolk Way, Courtenay, B.C. V9N 0E3

My wife and I travelled direct from YYJ to PVR on flight WS2040 30-MAR-2019. We paid through our travel agent about $114 to reserve seats 8C and 8D for that flight and the return flight, PVR to YYJ on flight WS2041 06-APR-2019. I occupied seat 8C on both flights. The flight down was relatively comfortable, as I had room to swing my knees back and forth without hitting the seat ahead of me and I could easily put my feet under the forward seat. I am a tall person, about 6' 5". On the flight back I could not move my knees without obstruction from the forward seat and it was impossible to place my legs under the forward seat. That was a most uncomfortable situation. Part way through the flight I decided to compare the pitch measurement both for my seat and that of my wife and found mine to be at least 2-3 inches shorter than for my wife. I am most unhappy about this change and even if it is attributed to different aircraft on each flight I feel that the pitch for a particular seat should be consistent on all flights. I am disappointed in WestJet. FYI my recervation code was IMYKDU.

Flew from Kelowna bc to Calgary Alberta, then connecting flight 1723 to Palm Springs ca. Was on time, and comfortable. We arrived in Palm Springs at 7:15/pm . We were the last travellers off the plane, row 23 seats a and b. My wife is 80 yrs, I am 78 ( 79 this month ) and I use a cane. We had to walk slowly to baggage, were the last there to find our 4 bags had been removed and stored for the night, all west jet staff had gone home and no one was available to allow us to retrieve our baggage. We had not asked for assistance off the airplane, however we did proceed direct to The baggage claim area, as fast as we could. We got no assistance from anyone at the Palm Springs airport. We rented a car then returned at approx 10:30/am on March 29 to find our luggage and found the ageant who helped us to short with us and quite rudel. Fortunately we had had a carry on with our medication. I wrote a formal letter of complaint to westjet campus, 22 aerial place me. Calgary Alberta on March 7 and have had no reply. Our return trip to Kelowna on April was okay, however I am perplexed that I am assigned to the rear seating rows when in fact I check in almost exactly 24 hours before flight time.
I would appreciate a response to this letter and my original letter of March 7, 2019.
Peter Burleigh.

What happened to Westjet? Flight from Vancouver to Toronto 3pm March 31, 2019.
The airline that featured customer service no longer cares. Two hours before flight time in Vancouver, with boarding pass in hand, two seniors were informed of a flight change that meant overnighting (9 hours) in Saskatoon airport. First explanation was the grounding of the Max 8. After Westjet staff advised that this was not logical as the flight we were currently booked on was a substitute flight because of the Max 8 problem, the reason given was "you were randomly selected for bumping". After we explained due to health problems it was impossible for us to overnight in an airport, we were told there was no alternative and our fares would be refunded. We thought some assistance should be available because we were bumped but Westjet staff quickly circled back to the grounding of the Max 8 and therefore nothing could be done. We paid an extra $1200 to Air Canada just to get home the same day. When we called customer service at Westjet they offered a few hundred Westjet dollars which are not accepted at my bank! Then we were told you can always call the Government Transportation Authority.
Meanwhile, a post on the Westjet site thanks them for arranging the same day a flight with Air Canada for 18 young athletes who had their flight cancelled. Smacks of bias against seniors as it seems we do not matter!

I. was scheduled to fly from Nassau to Torornto via West Jet on Tuesday April 2. Our scheduled departure was delayed then ultimately cancelled due to technical issues with the airplane. This is where things got very confusing as you can imagine after hours of waitng at the airport people were a bit disgruntled to have the flight cancelled . We were informed we would be placed at the Melia overnight and departure would be the next morning at 6 am . There was mass confusion as we were told to follow someone in the airport . one person trying to give instructions to a hundred people was very disorganized it felt like there was not really a system for this in Nassau .I was on the third shuttle to Melia so another hour waiting to shuttle to the hotel. Upon arrival at Melia I faced another hour and a half in line waitng to check in .

By the time I finally got my room I was exhausted as were all of the other guest .

My room overlooked a construction zone beside the hotel and clearly they had rushed to accomodate the influx of guests as my room was not really clean .
it was an exhausting day for everyone and expensive as well as my parents we waiting in Toronto to pick me up at the airport as I live 3.5 hours north of Toronto so this resulted in a hotel in Toronto for them . As well arrantging staff to cover my shifts as I am self employed .
Wednesday April 3 alarm set for 3 am to get to the airport shuttle at hotel for 4am and flight scheduled for 630 am departure . Then to have our flight delayed again .

It was an exhasting end to the holiday to say the least.

I truly believe West Jet should be crediting people for their flight and expenses as well be looking at their procedures in Nassau to deal with cancellations to make things run smoothly and less stress involved for customers .

Cheryl Durant

My name is Dennis Cardozo and would like to bring to your attention our travel experience with your airline.

On March 9th, 2019 my wife, my sister and myself boarded WestJet flight 2660 from Toronto, Canada to Montego Bay, Jamaica. We were scheduled to return home on March 18, 2019. We experienced no issues on our flight to Montego Bay. Upon time to return home, we arrived at Sangsters International Airport for our scheduled flight #2661 at 6.05 pm that was to depart at 6:05pm. We arrived 3 hours early because the 3 of us are senior citizens who require additional boarding time. We went to the counter to check in and was informed by a Westjet employee that we were not on flight 2661 anymore and were moved to an earlier flight that day. Understandably, we were surprised and shocked to find out this information because no one contacted us via phone or email with the revised flight details. Had we known, we would have made the necessary arrangements to arrive for the early flight as it was of utmost importance that we arrived home on the 18th. the Westjet agent advised that we should have been notified via email; however, this was not the case. Again we checked our email while on the site with your Westjet agent and there was no email advising us of any change to our travel plans. We received one email from Arved Von Sur Muehlen, Executive Vice President (see attached) regarding the ongoing issues with Boeing 737 Max 8 on March 13th however there was no mention of any changes to our flight . We were told that there was no room on any flights leaving that night.

The agents were quite understansing and tried their best to get answers for us. they were continuously on the phone, trying to get hold of management to find out how it could be fixed.One hour passed, then another, then another, in total we spend SIX hours waiting for answers and alternatives. SIX hours now even for an able bodied youngster, this would be rough on the body, but for us to be standing for that long, with no food or drink with the fatigue and frustration of being invonvenienced so severely was unacceptable. I am 78, my wife is 76, and my sister 73 .We are senior citizens and this treatment was unbearable for people of our age. There was another elderly couple who we just met at the airport, they too, were supposed to be on flight 2661 and were bumped off like us without warning. I cannot understand how Westjet found it ok to treat 5 senior citizens in this manner. Not only shoud we have been offered better alternatives, but 6 hours is simply too long to have people of our age waiting for answers .

Eventallly, after 6 hours we were presented with two options. Take a flight that had 3 layovers before reaching Toronto on March 20 (2 days later) or flying to Miami on the 19th and home to Toronto the 20th. Neither of these options were were ideal but we had no other choices to get home. As mentioned it was of utmost importance to get home on the 18th as we had a serious commitment for early afternoon on the 19th. We took the second option as it was one less connecting flight. and they both would arrive in Toronto the same day. At this point Westjet representatives had done all they were willing to do. This seriously put us out, not only were we inconvenienced severely but this would mean additional money would have to be spent on two hotels, travel cost, food and even baggage fees for our American Airlines flight. Westjet did not recognize these issues for us, or offer anthing to compensate for the above mentiond costs. After constantly waiting and asking, Westjet finally agreed to provide accommodattions for Monday night in Montego Bay. They put us up at the Wexford Hotel a 2.5 star rated hotel, of the 68 hotels in Montego Bay, they are rated #60, there are only 8 hotels in all of Montego Bay that are worse than the Wexford. Again we had to mention that it had been several hours since we last ate, and finally they agree to include dinner and breakfast at the Wexford Hotel, neither meal was good but it got us through the evening and start the morning. With such a poor TripAdvisor rating I am sure you can imagine the substandard meal, now compound that with the frustration and disappointing day we were already having, and on top of that the elevator was not working we had to walk up to the 3rd floor to get to our room. Even on a good day my wife has trouble dealing with stairs. This was the icing on the cake and really made us feel so defeated.

We also had scheduled to have our son pick us up at the airport on March 18th and it was not until we got to the hotel and had an opportunity to call that we could tell him that we wouldn't be coming in that evening. Our son had already left his house for the airport which is over an hour from the airport.

On March 19th we headed back to the airport for out flight to Miami. After paying the additional baggage fees, we arrived in Miami. Here again we had to pay out of pocket for more unnecessary expenses, we had to find food, we were starving at that point and then worry about accommodation. I have attached the receipts for both food and hotel for witch we were out of pocket . The next morning we were able to have breakfast included in the hotel cost. We were given a "premium" upgrade as Westjet put it. However they ended up scattering us as we weren't seated together, even though we mentioned that we wanted at least two seats together as my 73 year old sister has a fear of flying and was told we would have 2 seats together . Once arriving in Toronto we had to take a taxi to get home, as our son could not accommodate us again due to his work schedule.

In the end, we lost time and money, and my wife and I missed out on a commitment that we did not want to miss. My son is out of pocket for the gas and time he took out of his day to come for us. This whole ordeal has resulted in several out of pocket expenses, much stress, frustration and time that we cannot get back. To be quite honest, all three of us felt as if WestJet had a very "don't care' attitude in dealing with us and this matter. We had to constantly press and ask for help and accommodation after WestJet is the one that changed our flight details without telling us and inconveniencing us. We feel that we should not ony be compensated for our expenses, but also for all the stress and pain (emotionally, physically and mentally) that this has caused us at this stage in our life. This is not the way to end a vacation, and quite frankly I feel like we have come home more stressed and exhausted than we did prior to leaving for the vacation, for a flight that was already more expensive than we normally would pay to go to Jamaica, to me this was simply not acceptable. As regular travellers, who often use WestJet as well, this was not the type of service we were accustomed to, nor do we feel that we deserved. At this point in time I would not recommend WestJet to anyone due to the unfair service we have received. Just because we are senior citizens does not mean we are not owed some respect as paying customers for service.

Below is a list of most of our out of pocket expenses. Attached are pictures of the receipts.

Tuesday 19th - Montego Bay Lunch $20.91 USD
Tuesday 19th - Miami Dinner $42.47 USD
Tuesday 19th - Miami Hotel $213.57 USD
Tuesday 19th - American Airlines Baggage Fees (2 bags $60.00USD
Wednesday 20th - Toronto Taxi from the airport to home $70.00CAD

I look forward to hearing back from you regarding this matter.

Dennis Cardozo

After 6hrs of extending the delay on this flight it was finally cancelled, but with the excuse that it was for weather rwlated.issues. Yes the inbound flight from edmonton (WS1502) was delayed for 5hrs due to fog, but the flight arrived at MCO by 8.17pm. This would have allowed flight 1287 to depart by 9.02pm - which was the revised departure time. However at very late notice the flight 1287 was cancelled. This was obviously an operational decision, preferring to leave the plane & crew in orlando than the much smaller centre of london Ont. This was obviously not weather related; conditions were excellent in both Orlando and London, and corresponding flights to Toronto had no delays.
I am lead to suspect that the decision to call the cancellation for weather was so that Westjet could avoid pauing compensation for overnight accommodation, meals etc... for affected passengers.
This is very disappointing.
Stephen Knipe
(Kathryn Knipe, Julie Carswell)

1. could not purchases enough cards on the regular channel, so bought via the Business site
2. requested 10 x $10, 10 x $25, 10 x $50, 10 x $100 cards to total $1, 850 plus $33 shipping because that was the ONLY method of receiving them TOTAL $1, 883.
Right after I hit "send" I saw in fine print that only ONE card could be used at a time. I called in immediately - was on hold for 2 hours, was finally told to send an email in as she didn't know who to speak to. Tried to contact someone again on Dec. 27th as the cards hadn't arrived. After being on hold for another 2 or more hours, I was told to wait. They finally came after NewYear's. I called again to try to consolidate into ONE Gift card. Person didn't know who to refer me to. On Feb. 2 - finally got through to Paula - ID26321 who said to email GiftcardsSupport. No answer till Feb. 19 when I received an email to activate the cards. I'd clearly stated that I needed to TALK to someone about consolidating the cards!. I msg'd again, saying to call me @ my work # but never got a response. I tried again today several times but answering machine options were everything exceptCust. Srv. finally called "lost&found" who said to just call any option in order to be transferred to CUSTOMER SUPPORT / SERVICE. I WOULD LIKE THIS MATTER RESOLVED PLEASE.

I am missing items from my luggage on a flight that I returned home from on 03/14/2019. I flew from Saskatoon to Lethbridge to Regina. I am missing an expensive beauty tool and I want it back. They did not steal the charger that went with the beauty tool. Please contact me as soon as possible. Also I pack my luggage very carefully and neatly and whoever checked my bags opened liquid and poured it all over my clothes. I do not know if this will come out of my clothes and a few of the outfits are brand new. Why would you hire such people. I do not like to fly for these reasons. You obviously do not know how to hire honest people. I sure am disappointed with TSA. Over paid to do next to nothing.

I've booked a flight fr Vancouver to San Francisco westjet 1774 for June 4, 2019 through hotwire for $143.17 each for 5 passengers totalling $715.85 with booking number [protected]. I booked this flight early thinking i got a cheaper rate than if i book closer to our departure date. When i recheck with hotwire right now, i am saddened to find out that the cost of my booked flight got cheaper. It is now only $122.47 each @ 5 passengers = $612.35 or $103.50 more. Can i use the difference to pay for our bags instead of a refund? I would greatly appreciate your response on this matter, thanks

Good afternoon, I am looking for some guidance. I feel that the travel agency we used it scamming many families out of many and is blaming west jet for this. Company travels agency is called platinum dreams travel concierge through nexion canada. A group of dancers were planning to go to anaheim to perform in disney in july. Her being a parent/travel agency decided to do a group booking for us for all the dancers to fly together.
My group booking number is above she never collected any dep from us and were told that the final payment for the airline would be may 31/2019. She never offered us any cancellation insurance. Due to unforeseen circumstances the owner of our dance studio fell broke her hip and we have to cancel the trip. Platinum dreams is now trying to charge every dancer parent a 100.00 cancellation fee stating that this was west jet rules as we canceled the group booking,. I dont see how you are charging us when we have not paid anything? Unless she placed something down herself without tell us correct information,,

Can you please advise correct and the next steps,,

Extreme disappointment and disruptive consequences of poor flight experience and request for a full refund

I booked a return flight on Westjet from Winnipeg Canada to London, England and the flight took off on 5th February without any glitch and I got to London smoothly.

However, the return trip on 13th of February was a beyond disastrous and left such a negative experience I would never wish to go through again in future. Find below the series of events: issues I have with the flight:

1-Despite having already checked in for a 9am flight from Gatwick-Toronto-Winnipeg, on arriving at Gatwick Airport by 7am in the morning, I was intentionally falsely informed by the WestJet staff that the 9am Toronto flight has been cancelled and all passengers are presently being booked on a fresh Gatwick - Calgary- Winnipeg flight. This new flight I was informed was to take off Gatwick by 11am. I have a boarding pass for the Toronto flight as evidence for this before I was given a new boarding pass to the new flight.

2- Imagine my surprise and absolute was in a shock when I heard the final boarding for the Gatwick - Toronto- Winnipeg flight taking off. I went to the official of Westjet to ask why I was taken off this flight despite having a boarding pass, arriving very early to the airport and attempting to board. No explanation could be provided because I obviously caught them in a lie. There was simply no reason for me not to be allowed to board that flight except of course, the flight was overbooked and I was seen as the scapegoat that could be deceived and lied to by westjet.

3. The 11am flight from Gatwick-Calgary- Winnipeg flight was not postponed to 4pm. That means having being at the Gatwick Airport since 7am, I officially had to wait for over 9 hours without any compensation, or any provision made by westjet for me to at least be comfortable or consideration whatsoever. I had to stand for hours and sit on uncomfortable chairs which gave me serious back issues that I am now having to see my gp for.
This deception by westjet and absolute disregard for a paying passenger is totally against every known international practice for being delayed for almost 10 hours.

4- Eventually the Gatwick-Calgary-Winnipeg flight eventually took off by 4.30pm and I went to confirm from the West Jet staff if my luggage was going to be at my destination and I was informed that since the final destination was Winnipeg, I was going to pick my checked in luggage at the Winnipeg Airport. Apparently this was another lie.

5- Imagine my shock on getting to Winnipeg by 11.45pm and waiting for 30 minutes at the Luggage section to be informed by Westjet that my bag was not on the flight and I was told that it would be delivered later the next day another 24 hrs wait! (14th February)

6- The personal consequences of this to my mental health, the physical toll on my body and emotional effect including missing a 15year family tradition of exchanging gifts between my spouse and I on midnight of valentine day. My wife made the sacrifice of coming to pick me up at the airport just so that she could exchange our gifts right there at the airport. Imagine her tears when she learnt that my baggage housing her gift was not brought to Winnipeg by Westjet.

7- It took a lot of planning, sacrifices to make sure that I got to Winnipeg before Valentine day midnight. I had to ensure that the family tradition was not broken and I did everything in my power to ensure that this was the case (a major reason I didn't lose my cool).
However, the actions of Westjet not only ruined this whole experience, I also missed a very important appointment I had scheduled.
Not only did Wesjet and it give me false information about my original flight, there's the incredulous disregard for my wellbeing. Like I didn't matter. Well I do matter. My family tradition matters, and my appointment mattered.
All these matters enough for me to take up this issues with westjet and to make sure nobody else gets treated with the same level of disrespect and disregard that I was treated.

I am therefore requesting for not only a formal apology from westjet, I am also asking a a full refund of this flight. Please note, nothing can make up for what was missed and the emotional turmoil I suffered from Westjet.

I await a response within the next 7 days after which I would decide my next course of action. Below are the details to help you out

Surname: Adekoya
First Name: Olalekan
Flight Confirmation Code: KQSUTY
Booking Number:[protected]
Phone Number:[protected]

Thank you,

Olalekan Adekoya