WestJet Airlines
reviews and complaints

Hello,

I am writing upon consultation with a family member who is a Civil Aviation Inspector with Transport Canada regarding a flight that I had taken with my children to Ottawa to celebrate Canada Day.

We arrived in Ottawa from Calgary on Flight WS610 on June 28, 2019. As there was inclement weather that afternoon on arrival, we were awaiting deplaning for almost 1 hour. This is understandable. Upon deplaning there was another 2 hours of waiting time to retrieve our baggage.

While I understand this from an HSSE perspective and waited patiently for the storm to pass, it appears that someone had taken advantage of that time to sort through my daughter's suitcase.

Upon arrival at our destination in Orleans, ON, my daughter opened her suitcase to find that it was not as she left it. These wasn't a note from security stating they had gone through her bag. Her jeans pockets were turned inside out, underwear and other belongings strewn throughout the bag, outside of the compartment that they were packed in. In addition, the inner lining was torn open along the seam in the divider that separates the 2 sides of the luggage. As this was brand new luggage just purchased at Bentley 1 week prior and not used until this, this tear was not present when she packed. If this wasn't upsetting enough, when she put on her bathing suit, it the upper portion was covered in grease. The lining of the bra portion of the bikini was so filthy with grease that it left a line on her body and was all over her hands.

My daughter is 14 and this was a severe violation. This was sickening to her, and to our family.

As a result, I am very hesitant to ever trust any baggage handlers with WestJet again.

If that wasn't bad enough, on the return trip to Calgary on Flight WS613 on July 3rd, the crew was hardly engaged.

There was a lady seated in the same row as - Seat 19C who was talking on her phone right up until we took off and she lost signal. Several times a flight attendant walked past her and said nothing. Prior to landing, there was no announcement by either the pilot or attendants that we were descending and that tray tables and seats were to be in position. One attendant raced through the cabin as we were descending to check, quickly but inefficiently and inaccurately. In addition, when we landed, there was no announcement to say that we had to stay in place until the seat belt sign was turned off and that we could now use phones. There was no Welcome to Calgary, there was no communication whatsoever.

As a frequent traveler, I am aware of those guidelines however it was apparent that many other passengers either were not aware or did not care as the cabin erupted into people getting out of their seats, talking on their phones, as we were taxiing to the gate.

This was a severe HSSE concern.

I have always valued the crew and passenger safety at WestJet and I'm unsure if this is a rare incident, but given the fact that we experienced such issues on both ends of our journey, I am sorely disappointed, left feeling unsafe and violated by these individuals. I am hesitant to travel or recommend WestJet moving forward and have booked future travel in 2 weeks with Air Canada as a result.

I would like this addressed immediately with compensation for my daughter's suitcase and bathing suit. Photos are attached.

Please contact me as soon as possible or I will be forced to file a formal HSSE and Personal Privacy Violation Complaint with Transport Canada.

Regards,
Sandra Power

214 Covepark Place NE, Calgary, AB
[protected]
sandra.[protected]@shell.com

Took my mother in law to catch her flight from the YYZ airport to Cuba. She was told she had to be there 1 hour before her flight left to check in if she checked in online. She was told she could check her luggage online and then drop it off at the airport. When we arrived, she was placed in the wrong line after showing her ticket. When she finally got moved to the right line and went to check in, she was told she'd missed her flight. She broke down in front of the check in attendants who proceeded to laugh at her in front of everyone who was checking in. They waived her fee to change the departure time but this does not make up for the humiliation she felt from such poor and unfeeling customer service.

July 4, 2019 Reservation Code ZHFODH WS 697 leaving WPG 18:35 to Vancouver 19:36 delated. Connection missed as a result. WS 3330 2030 to Kelowna 21:29. Another flight was arranged. Luggage missing when I arrived finally in Kelowna. Luggage delivered next day, however no compensation for items needed that night. Very upset and exhaused by the time I got home! Not a good experience.

I purchased 2 tickets from Calgary to St. John's one way direct for July 27. Price was great and was a direct flight. I had to cancel and was looking for a credit towards a future flight. NOT looking for a refund. The airline advised me that the fare I purchased was non refundable/no changes or cancellations. I don't understand why has I was willing to pay a fee per ticket for when I rebooked with no issue. The price today is more than double that what I paid. Don't make much sense business wise. I pay a fee to change and they sell the tickets to someone else for more money. I travel several times a year all over the country and I have family in Calgary and will never use WestJet Again!

On June 25, 2019 I flew from Toronto Flight 305 to Winnipeg, Manitoba. I requested a wheelchair as I have difficulty walking. When I was sitting in the wheelchair the attendant put the right footrest down but it hit my lower right leg. It became very painful. When I got on to the plane and was in flight the pain became unbearable. I told the attendant and they gave me a bag of ice to put on it. When I got to Winnipeg I could hardly walk on that leg. On June 27th, 2019 my niece took me to Urgent Care in Winnipeg. There was concern that it was a blood clot. It was suggested I wear a compression stocking. I was visiting/caring for my 99 year old mother so was unable to do anything further about my leg.

During the week I was there the lump became larger and almost the size of an orange. It is very painful. I will be going to a Dr. on Tuesday, July 9, 2019 in Toronto.

Thank you
Martha E. Nickle
[protected]

My Royal Bank-WestJet MASTERCARD [protected]) entitles me to one free check-in luggage, a major reason that I signed up for this card. However, getting this free check-in luggage with WestJet had been a miserable experience on several when occasions I flew WestJet including today, 6 July 2019 (Ref # FKVHMJ Flight WS 271 Winnipeg to Calgary, then WS 1564 to San Diego).

Below are the many ways how this bad experience had unfolded so far:
1) The fee waiver often would not go through for online check in - Online failure;

2) It requires an unnecessary and inconvenient phone call to WestJet to waive the fee - and sometimes that works;
3) But, calling WestJet is no guarantee that the fee would be waived. Today was such an example. WestJet advised me on 05 July 2019 (24 hrs before my flight) that I sort it out at the Winnipeg airport. - Phone call failure;
4) Today (06 July 2019-Ref # FKVHMJ Flight WS 271 Winnipeg to Calgary, then WS 1564 to San Diego), at the Winnipeg departure counter, the agent said that an agent cannot waive the fee. Agent advised me to use one of the computers at the airport. - Airline agent at the counter failure;

5) I used a computer at the airport, but the fee still appeared. - Airline computer failure;

6) So, I asked for help from another agent by the computers. The agent tried to help me but was getting the same result. - Airline agent by the computers failure;

7) The agent by the computer then seeks the help of another agent (I imagine a more senior agent);

8) In the meantime, I was advised to wait in line at the check-in section (not the baggage drop). - Waiting in line at the check-in section forever failure;

9) After about 15 minutes of working the computer by the "senior agent", the fee finally gets waived.

I am bringing this to your attention because of the inconvenience this issue causes. I was told that if the flight was booked by a travel agency, they won't know about the waived fee. I find this explanation hard to believe.
I am hoping you will do something about this so that this problem never occurs again. All it needs perhaps is to enable the WestJet payment system to recognize the card and waive the baggage fee.

Thank you for your attention to this matter.
Dr. Rebecca Fontanilla Caces (WestJet ID [protected])

My name is Ryon Aitkenhead and this is what happened
July 7- Arrive in Vancouver vía Los Angeles on the way home to WINNIPEG. Landed in Vancouver on time, everything was good. I'm traveling with my mom, sister, 2 nieces and my aunt. My mom has trouble walking so we had arranged transportation for her, in each airport. Once in Vancouver, once we were in the main terminal, we were asked to wait for our ‘ride'. We waited approximately 20 mins for ride to pick us up, no problem. We drive to security, thinking we have enough time to get some food before we get on the plane home. We are escorted to security and then we each pass through, one at a time. I'm through, then my sister, one niece. My mom, for some reason is just sitting there. Now comes my other niece and my aunt. Still no mom AND we are still waiting for our ride. 5-7 minutes later, the ride shows up but my mom is STILLNESS adjust sitting in security. No one is messing with her or anything. Just sitting there. The lady driving the cart then goes to check on my mom; who is NOW being looked at. The lady comes back and says "the door is closed now, you have to go to customers service and they will help you out." We are stunned. We were in the expedited line for everything and we arranged everything for my mom so it would be hard on her and now we are stuck in the f***ing airport, in Vancouver, until after 7, why? We got no explanation, no apologies. Nothing. We weren't even paved on the PA system...
My mother is in her 70s, my youngest niece is 18 months... this is [censored] and completely unacceptable. I expected better from you, WestJet. Also, our luggage has gone on without us, so you should hope that nothing has been broken or damaged or stolen. Very likely NEVER using your services again.

Dear Westjet Airlines Customer Service Staff Member,

I am writing this letter to request a refund for the Westjet Airlines tickets. I purchased WestJet tickets for my parents' first visit to the United States, which they were unable to board.
I came to the United States five years ago, with my boyfriend (now my husband). Right from the start, we had always wanted both our parents to come visit us. However, due to lack of time and sufficient funds the plan was always getting postponed. Luckily, this time around the circumstances became ideal with my side of the family (my mom and dad) happily agreeing to come visit us.
Then there came even a more joyous twist in the plan!. My father always wanted to visit the United Kingdom (more specifically London) as his father used to work there a long time ago. He never had the means or the opportunity to visit the place himself, but always talked about visiting London once in his life. It was one of his lifelong dream. So my husband and I conspired that we had enough resources to fulfill this wish of his too. We were overjoyed by the fact that we would be able to afford him and my mother this journey!
So the plan came to this- My parents would travel from India to London to spend a few days with our relatives before coming to visit us in the USA. The first part of the plan went exceedingly well with no major hiccups. For the subsequent travel, I booked two WestJet Airlines flight tickets from London, UK to Minneapolis, USA (dated 7th of June, 2019). Passengers: Rudraj Ghosh-Ticket Number: [protected] and Ratna Ghosh-Ticket Number: [protected]. The flight was scheduled to depart at 12:35 pm from Gatwick airport, London. The following was the schedule-

12:35 PM - 03:45 PM WestJet Flight 4
Depart: Gatwick Airport (LGW), London
Arrive: Toronto Pearson Intl Airport (YYZ), Toronto
06:05 PM - 07:21 PM WestJet Flight 6344
Depart: Toronto Pearson Intl Airport (YYZ), Toronto
Arrive: Minneapolis-St Paul Intl Airport (MSP), Minneapolis

My parents reached the airport well before time. However, to their absolute horror and dismay, the airline officials didn't allow them to board the flight. They were told a Canadian transit visa was required in order to get on the flight. Both my parents though educated and well versed with the intricacies of daily life yet are sometimes quite naive to the everchanging modern world. Despite this shortcoming, and even though they had not traveled such long distances on international flights before, took this challenge of coming alone, boldly. As I mentioned earlier, they managed the journey from India to London quite well. However, the incident at the Gatwick airport was too much for them to bear. They were left stranded at the airport not knowing what to do. Fortunately, they somehow contacted me in the ensuing stress and uncertainty. I had a hard time assuring and calming them down. I finally managed to put them on a direct flight that did not require a transit visa.
There was no mention about anything like that on the booking site and therefore we had absolutely no prior knowledge about the requirement of a Canadian transit visa on this particular flight. We would have never booked the flight otherwise. I had to spend an additional $1900 for another direct flight to USA from London. I tried talking with the airline customer representatives, but they were not willing to understand our situation. My parents will be traveling back to India. Unfortunately, we cannot even use the tickets as WestJet has no connections in India and moreover WestJet flights have a layover in Canada. We therefore request the airlines to make an exception and give us a refund.

Thank you
Dr. Rajeshwary Ghosh, PhD
Email- [protected]@gmail.com
Phone no- [protected]

I was recently traveling throughout Canada via Westjet with excess baggage. Every airport location I travelled thru charged me $189.00cad for my baggage until I got to YXE. Here they charged me $294.00cad!

I asked to speak with a manager but the male attendant said he could not do anything further about the charge and that was what I would have to pay if I wanted my bags to arrive. He did not care that I showed him receipts from all other Westjet flights with exactly the same baggage!

I would like this to be taken care of and to be refunded for the difference in cost. I am traveling to Canada again in September and would like to continue to use Westjet as my experience on the whole was great.

I look forward to hearing from you and sorting this issue,

Kind Regards,
Britta Pedersen
[protected]@performancerefinery.com
+[protected]

My name is Mary Musselman I had a flight from Barcelona to Toronto and then the above mentioned flight was from Toronto to Las Vegas Nevada. I had to get my checked luggage and then go through and check it back in. So the same luggage that passed through from Barcelona to Toronto was now too heavy so the attendant made me remove articles of clothing that I had to toss away as I had no where else to put them . 2 pairs of jeans 2 shirts and a nightgown meanwhile I had to meet my connecting flight which the flight from Barcelona was delayed an hr and then I received emails saying the gate had changed but the attendant said no just stay here.it was just too much and I feel I was treated poorly by the attendant I had checked one bag, the same luggage that all the sudden is too heavy but it wasn't over 50 lbs in Barcelona when I checked it . Also the bottom of my hard sided luggage is cracked open. My email is [protected]@aol.com [protected]. 2530 Jamaica Blvd s lake havasu city, az. 86406

I booked a business flight with Westjet. I chose business class because I was travelling with my 5 months old baby. Flight time was 3 hours. When I went to Edmonton airport, they told me flight had delayed for an hour. Plane was small so there were no any business class. When I went to Calgary my next flight was delayed 5 hours. It was really hard with a little baby to wait for next flight. When I got plane they shifted me in the economy class. When I asked that I paid extra money for business class, they said they don't have any business seat available right now. I really disappointed with westjet service. They said I can call them and get my money back. When I reached at Abbotsford airport, I did not received my baby's car seat base which I submitted at Edmonton airport. I called westjet and it took too long to get help. Meantime my baby was crying a lot. I couldn't go home without car seat. After long time they help me. But it was really bad experience because my baby was traveling first time. I want my money back which I paid for business class but I got economy. Really disappointed.[protected]@hotmail.com

Very disappointed with our flight home. Could not fault the flight out to Edmonton on 12.6.19 staff all very polite and helpful had entertainment, meals and drinks, water pillow and blanket on every seat which was very impressive. Going home we caught our connection flight in Vancouver from Edmonton on 21.6.19 to London Gatwick estimated a 9 hour plus flight. To my horror we had no entertainment we was informed to download the westjet app which I did otherwise sleep for the 9 hours (very rude). Once we was up in the air we was told we can watch the entertainment via our device but every time I tried I kept getting error message saying" sorry service not available". Then when the staff come round with the meals we was told we are to pay for this WHAT! by the time they got to me and my cousin in seats 37F and 37H there was no food left. Tea coffee water and soft drinks were free. Lights out... sleep time my cousin was reading but the reading light didn't work so he was to use his cell phone as a torch, the radio channel which is on each arm rest did not work either and the cabin crew were very rude, totally different experience as to our out going flight. I am a diabetic and this was unexceptable, all passengers should be informed of this either when booking the tickets or before boarding the flight. It was our first time flying with Westjet and it will definitely be our last which is a shame as we could not fault the outbound flight.

My son and I was travelling from deer lake nf back home to Calgary . We were visit my dad and his wife who had cancer and had had trouble getting the money to her home for the visit so we paid economy fair. The day we had to come back we had gotten a broken tire on the road to the airport . We arrived at 1:10 and the flight was scheduled to leave at 1:55. When we pulled in west jet was just pulling in and the airport was basically empty . The lady at the west jet service said we couldn't check in because we were late And just missed the cutoff by 10 minutes. We explained that we encountered a problem on the way and was sorry . She said sorry you can't get on and now your flight is deleted. I said what do you mean can't we take the next flight ? Expecting to maybe have to pay even a penalty . But Nope she since I purchased economy tickets I couldn't now get home with that ticket but would have to purchase a completely new ticket . My son and I were devastated considering it took me 6 months to be able to afford the ticket to go home to see my sick mother-in-law. I was appalled that west jet could be so heartless and not at all understanding that sometimes accidents happen . My son and I stayed at the airport for about an hour later not sure what to do and how to get home.! I was sick with despair knowing I now didn't know how I was going to get back to my job and my son . Looking at tickets to get back would cost about 2000 and I didn't have money for it . The west jet lady said to me when I said you can't take my ticket that's unethical and it's my money that paid for it . It's like stealing ! She said flately to me that buying an economy ticket is like buying a tim's Coffee without cream and sugar worthless if something happens ! So now I'm down in nf with my 4 year old ! No money and I swear I will never fly west jet again !

I was evacuated from Pikangikum reserve and customer service is refusing to change or credit my flight from Thunder Bay to Toronto. I spoke to two people at customer service Nicole and Carla (employee number 27986) and both were extremely rude on the phone. I am stuck in Toronto with a small backpack and am unable to make it to my family in New Brunswick. I have been travelling for over 48 hours and had to leave everything behind and have been told there is nothing you can do and o call insurance. I have never had such bad service in my life, westjet prides itself on caring for customers but I fly often with westjet and have been in an extremely dangerous situation and was forced to evacuate due to a forest fire invading our community and am told there's nothing we can do. I will be sharing my story with everyone who listens and telling them not to fly with westjet. The other airline that flies from Thunder Bay to Pikangikum and I had a flight with them booked the same day gave me a credit immedietly.

On May 25, 2019 - May 26, 2019, we were scheduled to leave Vancouver to fly to Toronto when at the last minute our flights were cancelled. WestJet was going to change our flights to go out the next day which would have been detrimental to our young children. The West Jet customer services changed our flights to American Airlines and United Airlines. She scheduled the flights too close together and we missed the second flight. In addition, because she scheduled them with two different airlines they forced us to pay for our bags twice. We were then placed on another plane at an even later time. This caused us to miss our paid driver pickup in Orlando which was $55. In addition, West Jet charged my card two charges of $23.46 for unknown reasons and has not refunded it. This was the original Itinerary # [protected]. I would appreciate if West Jet could offer us a $250 refund due to
The cancelled flight, coming in later than expected, causing us to miss our driver, the lack of refunds for fees charged by West Jet, making us pay for bags twice.

Confirmation
J8JCYF (WestJet)

Ticket #
[protected] (Michelle Nieto)
[protected] (Jose Nieto)

Booking ID
J8JCYF

Contact Info:
Michelle Nieto
[protected]
[protected]@hotmail.com

Hello,
I had a flight to Boston and had missed my flight due to lack of proper service. My companion and I had information withheld from us and were forced to run back and forth from Delta and Westjet gates in order to find our flight. Having missed our flight because of this unnecessary treatment, we had to stay overnight and had to pay for an expensive hotel room.
I would like to be reimbursed for the money I was forced to spend on a hotel ticket because it was not my fault that my flight was missed. My name is Brenee Dort and my reference number for my E-ticket is [protected] and my receipt number is [protected] and [protected].
My email is kaitlyn.[protected]@hotmail.com, please contact me asap regarding my request.
Thank You,
Brenee Dort.

We were booked bye I travel 2000 to go to Aruba Reference /Ticket 2579347 May 4-2019 to May 18-2019. On a way back are flight was canceled to the bird flew on a way down to a engine so 3.05 pm flight 2795 was canceled. Our Luggage was on a plain so we had to wait to pick up. Very poor information was given wot to do. Stress to the roof my BP vent up I was upset and made. Finally the bus take us up to Hyatt hotel for night. They took our Visas and told us WestJet is only paying for breakfast so my husband Tony and I vent across street and had something to eat 51$ Us. on a way from dinner we stop to check wot us going on and when are we going back. No information was given until next day 11.15 am so talking to people they sad WestJet is paying for dinner it the hotel but we had out of hotel because they told us no. Beak to Canada we were late on our park and fly two days so we are clamping 100$ for both of us for this mischief. We don't blame anybody just should be better communicators not to stress us up. thanks

On May 15, 2019 I was a passenger on WestJet flight 611 from Ottawa to Calgary; I was in premium seating (2F). I am six feet tall, and as the flight was on a rather old plane, the seating and legroom were quite restricted, and legroom was very limited. Not long into the flight, the gentleman in the seat in front of me reclined his seat completely; aside from the fact that this has long been considered to be extremely poor 'flight etiquette' (see for example, "Sit up and Listen: It's time for travellers to stop reclining their seats", Globe and Mail, June 30, 2016), because I am tall the back of the seat was pressed quite painfully into my knees. I repeatedly tried to move them to secure a more comfortable position, but to no avail.

I respectfully asked the flight attendant if she could please assist me by asking the person in front of me to perhaps reduce the recline of his seat, at least so I could sit comfortably. Her response was that there was nothing she could do, because "it's his seat, he paid for it", indicating not only that she would not assist me, but also that apparently it matters not that I also paid for my seat, but somehow my comfort is less important than that of the passenger in front of me. 'Premium class' indeed.

Unfortunately, because I could not get comfortable, I was squirming a fair bit. Apparently this annoyed the person in front, as he leaned forward and then smashed back into the seat with some violence, driving the seat back into my knees, which are both now bruised and one has two small cuts (I have photos of my injuries); still the flight attendant did nothing. I spent the remainder of the flight painfully twisted sideways in my seat, trying to avoid offending the person in front so that I did not incur further injuries.

The treatment I received from the flight attendant and the passenger led me to wonder what sort of person might be sitting in front of me, that they deserved such special treatment. You can perhaps imagine the 'eureka moment' which ensued when, upon reading to disembark, I noted that the person who had occupied the seat in front of me, who had injured me in his rudeness, is a WestJet employee! (I have photos of this person).

I confess to be utterly mystified and horrified at the treatment I received from BOTH WestJet employees on WS 611, and cannot fathom what sort of explanation might reduce my dissatisfaction nor what sort of apology would compensate for such a blatant lack of professionalism and customer care. I have to make exactly the same trip to Edmonton from Ottawa at the end of May, and normally my default would be WestJet; not so now. I paid a 'premium' for premium class, only to emerge bruised and battered by an WestJet employee who was supported in his bad behaviour by another WestJet employee.

I thought I would give WestJet the opportunity to respond to my complaint before exploring other avenues of redress. I look forward to hearing your thoughts. I will share photos upon request.

Hello, I recently flew with your airline on May 2nd to the Caribbean. I bought a brand new London Fog suitcase (First time use) a few day prior to my departure. After landing in my destination my luggage had oil and dirt stains all over the front and when I return home the back of the suitcase was dented at the side. My brand new luggage now looks like i've had it for years. I've flown with your airline before with absolutely no problems which is why i choose you again. But I am really disappointed with this situation and would like to know how it can be resolved.

I would like to file a complaint for service that I received on April 12th of this year. I flew from Pittsburgh, PA U.S.A. to Calgary Alberta Canada. My flight was delayed in New York for 30 minutes or so. I was scheduled to attend a sporting event in Calgary that same night. By the time I made it to Toronto and had gone through Customs, I missed my flight to Calgary. I got another flight to Calgary, but I was two hours behind schedule which made me miss the game. I would like to try to get a refund for the price of the game ticket if possible. Attached is information which maybe helpful.

Sincerely,
David Braxton
[protected]@comcast.net
[protected]