WestJet Airlines
Reviews and Complaints

Hello
Me and my hubby was planning our trip to Europe this year first time we booked our flight with WestJet, Edmonton Toronto London, the made a booking just after Xmas, we paid ticket Number JXWQDN, then our rout had been change, we were not too happy but we agree, Then Covid 19 came in. We are both in age and high risk group, so when the boards had been closed in Canada, I went on site and cxl the trip with note Why, I had been charged 500.0 cxl fee, but still West Jet was owning us over 1500.00
then I get a credit for 754 of something I guess the rewards point, and nothing else. I went yesterday on WestJet line to check and surprise. Just
sorry; No points for me . no money back .
Is this how the WestJet is treating the customer's, so in own words of customer representative just go to court if you want your money.
I have been working in hospitality for over 27 years and I was shocked.
This is not what I expect, all those advertising about good service is
one big bs... sorry for the word.
So please explain me how this happened,
the Canadian border had been closed on March 11, and they are not open yet for leisure travel.
Are you punishing us for it?
as we made the changes and try to prevent ourselves from getting sick?
Is this a service West Jet offers to seniors?

Sincerely
Boguslawa Pomerenke

To West Jet Airlines,

My son studying Mechanical Engineering 1st year in - UBC university of British Columbia Vancover (Cannada).

My son was travelling from Vancover to Dubai via Toronto
He boarded on 21ST March 2020 West jet flight WS-724 22.45pm flight of west jet form Vancover to Toronto with boarding passes for both flights. At Toronto airport he cleared security check and waiting to board Toronto to Dubai EK 242 Flight at 2.30 pm on 22nd march 2020.
He was not allowed to board as emirates flight attendants received letter for not allowing passengers to board to Dubai. At the moment my son is staying in Airbnb. Starnded in Toronto -Canada since 21 march 2020

How stress full it is for my son with his final exams going on
Staying in AIRBNB. Until now he has not been able to reach Dubai.
Airlines shouldn't have issued Boarding passes in this case
Once passenger received boarding passes means his travel is confirmed.

Kindly reply at the earliest.

Westjet is being very underhanded during this covid-19 crisis. They have cancelled all outgoing international as of 2359 hours 22 march. I have bought and paid for a trip to huatulco, mx departing 25 march. They provide a form for me to cancel the vacation that they have already cancelled so they won't be liable. Additionally, I received an email from am resorts telling me of their cancelation policy... Why? Westjet intends to only honor the airfare portion of the vacation (in westjet dollars) and make us deal with the mexican resort directly. I bought a product from westjet vacations and they can't provide it. I should be receiving a full cash refund from westjet vacations.

Coincidently, we had the exact trip booked with sun wing and they cancelled it in january for reasons unknown. Upsetting but they gave us a full cash refund... No questions. I very much regret rebooking with westjet vacations... It won't happen again for a vacation or flight. Its time to step up westjet and return your customers money. Many people are being laid-off (including half of your flight attendants) and need that money. You can't eat with westjet dollars and a travel credit.

This is a big moment in your company's history. People will not forget

I felt quite confident boarding my return flight from Cancun to Calgary on March 13 in light of the email message I received from the airline's president assuring that extra cleaning and sanitation measure had been put in place. On the trip to Cancun I had used disinfectant wipes on surfaces touched by previous travelers. I did the same on my return flight, however when I put our tray tables down to disinfect them, my tray had dried coffee on it and my husbands had some sticky food residue. It was evident these had not been cleaned let alone disinfected. I was upset finding this as I took the president's words in good faith. We have been self isolating since our return, the right thing to do. Today, I see in the press the list of flights with infected passengers. Flight 2311 on March 12 Cancun to Calgary, rows 32 to 38 had infected passengers. March 13 we were on Flight 2311 sitting in row 32, with dirty tray tables. Doesn't leave much confidence in WestJet.

I booked a 10 day vacation with WestJet Vacations at Nature's Park Beach &Spa Resort in Dominican Republic. I arrived on the 19th of February 2020. I was mortified to find the resort that had paid over 4000 dollars for without hinges on the doors, the door was broken and would not lock so I had to spend 29USD to get a lock for the door. The patio door would not lock too. There were moulds in the room. The toilets wouldn't flush and I spent three days with no air conditioning. The ceiling was falling apart and I was really worried for my safety. The room was smelling so bad. The t.v was not working, it only had sound but no pictures. There were random people loitering around the resort offering to sell drugs. I honestly felt unsafe and ripped off because these services were nothing short of sub standard. I was supposed to fly out on the night of the 27th of February but then I was taken to another resort where I had to walk about a kilometre with my bags to get to the resort. The morning of the 28th, I flew out to Toronto where I found out that my flight to Edmonton had been delayed to the next day which was the 29th. I was going to fly out to Edmonton on the 29th at around 4pm. I did not get any help with a hotel to spend the night and my meals were not taken care of. I got my own transportation from the hotel, paid over $179 for a room, had to buy my own food and get transportation back to the hotel on the next day.I was supposed to be back to work in Grande Prairie on the 28th of February which did obviously did not happen because I was stuck in Toronto. I am deeply concerned that WestJet would sell such services to people and not even care enough to take care of their clients in the event of a delay.

My wife and I along with another couple had purchased an all inclusive holiday to Cancun from Prince George departing on January 13, 2020, at 6:00 am. Reservation code # DDHMEJ. We were at the airport early. While sitting on the plane we watched an adjacent plane get de-iced and leave to taxi to the runway. At that time we were informed that the de-icing machine had broken down. How odd. It was right alongside us and apparently working fine. It was some time later that, while still sitting on the tarmac, we were informed that mechanics were working on the de-icing machine. Some time later we were informed the de-icer was working again but it was too cold to de-ice at that time. Then, about half an hour later the de-icer came and de-iced the plane and we departed to Vancouver. During the flight we were told that our connecting flight to Cancun was being held for us and for the other passengers to remain seated so we could get to our connecting flight. Upon arrival in Vancouver we raced to our departing gate as it was as far away as possible from our arrival gate and it took us several minutes to hike across the airport to get to that gate. When we got there our connecting aircraft was still at the gate with ramp still attached to the plane. Despite that, we were told we could not board the plane as the pilots were timing out as per the gate attendant at the gate who said that decision came from Calgary. So all 14 paid passengers were told they could not board and upon consulting and after consulting with the agents at the gate we were told that there would be no compensation. Our group then spent a couple hours trying to find our luggage before we eventually went and booked a hotel. We left Vancouver the following morning after being delayed by more than 24 hours. We feel this was unacceptable as there has to be a backup de-icer available at an airport that has to frequently de-ice planes during the winter. This would have prevented the delay. Also it was unacceptable that our connecting plane was still there connected to the gate when we arrived in Vancouver but we still were not allowed to board. A very frustrating and costly delay was incurred by all 14 passengers that should have been avoided . I would like compensation for vacation time lost and for hotel and food expenses for the full day we had to spend in Vancouver. Thank you, Alexander Faulkner

Dear WestJet,
I am writing this letter to inform you of my dissatisfaction at the inconvenience suffered on a recent trip with your airline.
On February 15 2020, I purchased a round trip to Barbados (booking reference # UYKSRO)due to my mother's sudden illness. Because the trip was of the upmost importance, I purchased the ticket for $1697.65, a much higher price than I would have normally.
The duration of my trip abroad was February 17 to February 26, 2020. On February 18 my mother passed away suddenly. It was very devastating to my family and I. My mother was laid to rest on February 23, 2020.
On the return leg, I booked in very early at Barbados. In Canada, I waited at the baggage carousel for 30 mins before hearing my name announced. I proceeded to the counter where I was told that my luggage was left in Barbados and was given a form to fill out with my information.
I felt so distraught, angry and dissatisfied. Packed in my luggage was irreplaceable memorabilia; items of deep personal significance to my mother and myself, the location of which was now uncertain. Additionally, February 26 was my daughter's thirteenth birthday and I had purchased some items I knew she liked and was unable to give them to her on her birthday. Finally, I also packed perishable food items which cannot be purchased in Canada, valued at $80 CAD which are almost certainly spoiled and inedible.
I am a loyal customer of your airline travelling exclusively on your flights. I am dissatisfied because the premium I payed for the flight translated to less than premium service, loss of goods and unnecessary worry and inconvenience at a time of grieving.
I am requesting a compensation for the $80 CAD in spoilt goods and a percentage refund on the ticket price on top of the bereavement fare you offered.
I was told at the airport my luggage will take 24 -48 hours and I received my bag on March 2, 2020.
Unacceptable.
Yours truly
Linda Phillips

This letter has been forwarded by our travel agent back on December 15th... still waiting to hear from west jet to get our refund for expenses. Also looking for compensation for a days vacation missed due to lack of knowledge and care from west jet agent.

Please see below...

West jet - Formal letter of complaint

We arrived at the airport at approximately 815am.
We waited in the lineup to weigh our bags. it seemed very short staffed and the line was not moving. after waiting about 10 minutes I though I would double checked with a West jet agent to see if we needed to be in the lineup since we already checked in the night before.

I approached a lady behind the counter that was not assisting anyone at that moment, and explaind to her that we checked in online the night before and I asked if we needed to be in that line. She asked where we were traveling so I told her Punta Cana. she pointed to the kiosks and said "go there and print your tags and boarding pass then come back in this line" (the one we had been already waiting in)

She wasn't very kind, She barely gave me any eye contact and was a little bit dismissive I feel like they might have been having a shortage in staff. The atmosphere and vibe was not pleasant.

After printing our items like we had been advised, went back in line waiting for over 50 minutes since the arrival at the terminal. Everyone waiting had seem to be getting anxious as nothing was happening. Only one couple in front of us had been served this whole time. Finally another agent Sal Balooch (23500) came to sign into his counter. He was taking his time cleaning the station with Lysol wipes. A lady who also works with WestJet approached him and said "hopefully today is a better day than yesterday". As soon as we came up to him and gave him our passports and boarding passes, he looked at them and he asked why we were waiting in the lineup still.

I explained to him that the lady Nicola across the way had informed us that we needed to wait in the lineup to have our bags Weighed.

He said let me make a call bc it's close to deadline for bag check..  so he called and waited another 15min before getting a hold of someone, after he got off the phone he had a terrible look on his face and he said we had missed our bag check by five minutes... and He was sorry to say that we won't be making our flight.

We told him that this was not our fault and that we were misinformed, we asked him what other options we had or how we could escalate this issue so our bags could be properly checked and we can make it to the gate.

All of our group approx 70 people had already been checked in and had not boarded the plane yet this was approximately closer to 9:30Am.

He said he felt bad and he was trying his best to help us but he said based on the rules or law you have to fly with your bags and once bag cut off is past there is no exceptions to get your bags checked after that point.

So my husband looked it up and there were two additional flights going to Punta Cana.

He made some calls and after being on the phone for a half an hour & "trying to go up the ladder" to help us he let us know that there was absolutely no more flights flying out to Punta Cana on this day not through WestJet or any other airline.

By 10:00am our whole group had just started boarding the plane as there was a 30 minute delay and they had been texting my husband saying that they are looking at them load the bags on the plane as they are boarding. With this being said and having only a five minute delay for getting our bags checked I really don't understand how we were not able to get our bags there.

We informed Sal of this and he said there was nothing he could do he felt terrible but he said there was no way we were making it to Punta Cana that day.
My husband and I had been very patient and kind to Sal as we understood he was trying his best to help us but I also got very upset because we were part of a wedding party and it was our only time that we had been able to Get off for this important occasion.
We had never had this happen in all of the times we had ever travelled.

Sal said, The best they could do was send us to Chicago on a flight that was leaving shortly and get us on a early flight out of Chicago to Punta Cana that was our quickest choice. He also said that we had to decide right then and there so the lady on the phone was waiting and could get us on the American Airlines flight before it was too late.
With all of our emotions and time wasted then all of a sudden being rushed to make a decision we ended up just saying yes to that option as we were advised that was the quickest way to get to Punta Cana.

I was very stressed out, upset and scared because we had been by ourselves going to an airport in a city we had never been to before. we had no winter jackets or shoes as we had planned to leave Pearson airport and land in Punta Cana later that day

We had to rush to make the flight somehow they managed to check our bags in less time than it took to get on our original flight. Once we got to Chicago we had to figure out where we were going and where we were staying and how we were going to get there.

It was the most terrible experience I had ever encountered while travelling.

We had missed the excitement of meeting everyone at the airport travelling to an exciting event in a beautiful country together.
We missed over 24 hours of travel and time that we will not get back.

We had to expense nearly $700 of our money out of pocket upfront that we are told we are getting compensated for and to keep all of our receipts because from that moment we missed our flight at Pearson we were to keep all of our receipts for any food or travel expenses until we land in punta Cana and we would get reimbursed from WestJet.

To make this experience even worse, out of our group of 70 people attending this wedding there was another couple who we learned later on from, that they had arrived at the airport late due to being stuck in traffic. they missed the flight and were also advised that there was no other flights leaving to Punta Cana that day from Pearson. As we had been as well.
However they managed to see that there was in fact a flight leaving out of Toronto to Punta Cana that day flying with Sunwing.

They ended up making it to Punta Cana that night only a few hours after we were supposed to arrive. Why we were told we could not make it to Punta Cana that day from WestJet or any other flight baffles my mind and it's completely unacceptable.

So up until this point we had been misinformed two times by multiple people. Making my confidence in west jets service and knowledge far below satisfactory.

My husband and I are very kind and patient people. I have worked in the customer service industry for more than 18 years. My husband is a full time firefighter and has his own successful contracting business as well. We have two small children and our time is limited. We had planned this trip out over half a year in advance. Being proactive and making things as smooth as possible, we also checked in the night before.

The fact that we missed out on a whole days vacation and the beginning of a wedding celebration is not acceptable, considering it was all because of multiple representatives From your airline who did not care to listen or acknowledge my very simple question. Nor have the knowledge to check accurately for other possible flights.

This experience has left us feeling upset & frustrated.
We have travelled many times with west jet and have had nothing but great experiences in the past. We are very sad that we ended up in this situation.

My husband and I would like to push this forward and be compensated with a refund for a whole day missed. We also feel that for the time and stress from missing out on our first day with our group and being in the wedding party that it was also a bad experience for the bride and groom.
We are hoping that we will be given something extra from west jest for the poor service that was provided.

Thank you for your attention to this matter and I hope to hear back from someone.

Elizabeth and Lanny Detoro
— — — — — — — — — — — — — — —
I am eagerly looking for a reply. Otherwise I will be looking at next steps for escalation.

Thank you
Elizabeth Detoro
[protected]
[protected]@gmail.com

Hello I present myself, my name is Lenda Hamdu-Seku Diarra my flighthub booking number is [protected] and Westjet confirmation number WZGSKD. I am filling this complaint to inform you that I have accidently purchase a non-refundable ticket on saturday night February 8th . While filling the information my computer started having technical diffuculties and eventually turned off by itself, which assume led to the purchase of the ticket. Around 24 hours later I notice that I received a purchase emaiI. I called both Flighthub and Westjet and I was consistently told to call the other company. As a result, I was advise to right this complaint as a last resource to this issue, I am optimistic that you will be able to help me. I would like to receive a full refund because purchasing it was an error. In addition, Being a full time university student does not allow me to waste my money. I know that you guys care and hope that you guys will be able to provide me with a refund. I consider this issue to be unethical because I did not receive the appropriate help while calling the company and a scam because I mentionned several time on the phone that I didn't agree to buy that ticket. I am a loyal customer this both this airline and ticket provider and hope that you guys really care about your customers and fix my situation.
Sincerely, Lenda Hamadu-Seku Diarra.

Westjet WS 706 Reservation code: ZBMWDH
FREQUENT FLYER NUMBER WS111575380

To whom this matter should concern:
My husband and I purchased airfares to fly with Westjet from Vancouver to Ottawa, with a layover in Toronto. We paid for the ‘Family EconoFlex' fare, so that we were able to pre-select seats on the Westjet flight WS 706 from YVR to YYZ on December 18. We selected seats 11C & 11D. Unfortunately, when we printed boarding passes the evening before, we discovered that we no longer going to be seated as preselected, and had been arbitrarily given seats: 23A & 23B (an aisle seat & a window seat!).
After discussion with a westjest ground crew employee at Toronto airport (YYZ), we were advised that we would be entitled to a refund. This would be transferred to our (Westjet) account in seven days. It is now mid-January and this has yet to happen. The remainder of our journey was essentially problem free.

Rita Jane

Hello there, let me start out by saying that WestJet is one of the best Airlines I flown with. However on January 8th 2020 my flight was delayed from Calgary to Toronto which left me stranded in Toronto. Your staff was quite friendly and helpful in arranging a later connecting flight to Moncton.
During my six hour wait at the airport I had a meal which cost me $32.39.
Unfortunately my prearranged ride from Moncton to my home could no longer accommodate me so I had to book a hotel for the night. The hotel room cost me $149.79 plus the cab ride from the airport was another $50.
I have spent three months in Yellowknife taking care of my ill mother. So my finances are running thin and I would appreciate it if you could give me help with some of these experiences .
I look forward to hearing from you. Sandra Green Butler flight GRACXI . January 8, 2020

My son had a 2 pound puppy shipped "temperature controled" through west jet cargo on Jan 9th. He was sent from Edmonton to Regina. He landed at 6:30 pm and my son was not contacted even though it clearly states on the paperwork to "contact the client immediatly upon arrival". We waited in his vehicle at the cargo building until 8:15 until the puppy was finally sent over, not in a warm temperature controled vehicle but on a wide open luggage rack, even though when I spoke to the staff in the cargo area about the wait i was reassured not to worry about the -35 weather as he would not be in the cold! This was my sons first puppy, and what was supposed to be a wonderful experience turned out to be awful, his 2 pound puppy was freezing cold and terrified after his long ride outside in -35 degree weather. The kennel was so cold that he could not pick up the kennel with bare hands. I look forward to speaking to someone regarding my experience as soon as possible, you can reach me at 693-9390 and you may ask for Paulette.
I would expect to be refunded for this breech of contract regarding temperature control.

In November 2019, I had a round trip reservation from SIN - YWG. My booking number is [protected] for myself, passenger Ms. Nelvinder Kaur D/O Tarlok Singh. My flight from SIN to YWG was great however I am writing today about my return flight from YWG to SIN. In summary, a WestJet staff member refused to check me in, and therefore I was unable to board and missed my flight because of the unfair and racist treatment. The staff of concern is Ms. Ngoc, carrying employee ID 24280. I am hoping that WestJet will fairly compensate me. Attached detailed complaint and clinical discharge for proof of my admission

My father travelled on Dec 26th after being delayed and delayed and cancelled He missed Xmas with his family. He had to get himself back and forth to the airport plus no food offered. On Dec 26th he was a wheelchair passenger. He was put in the last row He fell getting into his seat as he was not boarded as a preboard wheelchair. No one assisted him. Not ever. Not once. I will attach photos and you tell us how this could have happened. You're customer service is desperate. You're contacts for customer service is the worse. You're email does not work. Before I take this public I would like to hear what you are planning to do as far as compensation for flights that had no crew. The injury is another issue. He is 82 and hearing impaired. Thankfully a passenger took care of him. Sandra Skeffington for Douglas Skeffington [protected]

We left for Jamaica December 17, 2019, the flight from Mtl - Tor which wasn't bad. When we arrived in Toronto to connect to Jamaica that is when everything went down hill. The staff were snapping their fingers to get everybody on board on time, allowing passengers to board with 3-4 carry -ons. When we asked about it the Agent said "Right now we just need to get everybody on board so we do not leave late". So once we boarded there was no more room to store our carry-ons. The couple we travelled with did find a bin at the back of the plane, meanwhile my husband was asked to travel with his carry-on under his legs to Jamaica, which was not comfortable at all. Once we landed in Jamaica the confusion was unbelievable. We tried very hard to find a WestJet Rep/Agent to ask what was going on, but there was none to be found. We waited almost 3 hours for our luggage, 2 hour bus ride. We did not arrive to our hotel until 6:30 p.m.
The next day I asked Guest Services where I could find a WestJet rep, they told us that they do not come to the hotel. I called Customer Service & was told the Destination Rep would contact me. He did meet us Thursday,
Dec. 19. He took down our complaints & said he would get back to us. He than texted me to offer an upgrade & priority boarding. So the 4 of us agreed.
When we arrived at the airport in Jamaica there was no priority boarding & the seat upgrade was one row up from where we sat when we left. I feel the Rep said this just to appease us, well it did not work.
Upon arriving in Toronto, my luggage was broken, we told the Agent who then scanned my ticket, told me to let them know when I arrive at my final destination. I asked a WestJet agent if I could open my Duty Free bag to get cigarettes, she said "Sure as long as you have passed thru Customs". Well when I arrived thru security I was told I was mis-informed & would now have to put the bag in my carry on & have it checked & then pass thru security again. All this took an hour which stressed me out because I had a
connecting flight to Mtl.
Once we arrived in Montreal my suitcase was not there. I then had to go make a report with the Agent, again. My baggage is still missing with my medications/supplements and my personal belongings.
I reached out to Kevon Street/Destination Rep, asked what happen with our upgrade & preboard. Told me it had been confirmed by his office in Calgary. So somewhere along the way another Agent dropped the ball.
This was our 1st time flying with WestJet & I hate to tell you it was a terrible experience all around. Agents with wrong information, promises unkept. Would I fly with WestJet again, not so sure.
Once we arrived in Mtl, my baggage was lost

On November 16 My husband, son, daughter-in-law and myself travelled from Winnipeg to Puerta Vallarta in row 3 premium seats which were purchased at the same time as we originally booked. On our flight to Puerta Vallarta the meal choice was not given to us as all choices were made by the first two rows. On our return flight the airline had inadvertently been given breakfast meals for the premium seats instead of dinner meals. Once again by the time row 3 was to be given the meal choice ...gone. Now note that we paid the same price (I actually paid for 4 upgrades) and we were not given "any choices" on either flight and totally the wrong meal on the return flight. Customers pay quite a difference to have these extras and look forward to "what they paid for". I feel that some compensation should be made by the airline to me.

So on the 22 of November I flew form YYZ to pos I had a carry and a 4 suite cases I was informed I cant take the 4 suite cases only 2 so I was told to make 4 suite cases into 2 mind you I'm traveling with a baby under 2 for Christmas so I made the bags into 2 eveb thou I said I was willing to pay for the 2 extra bags I found the manager to be very rude and unfriendly so now I get to the plan the over free bag check I take the chane to get it so my carry on bag was lost and my main bag was broken the wheel broken right off this service is just ridiculous the lady wants to settle for 800 when there was way more in my suite case every time I call no one gets back to me

I'm very unhappy with you service and customer service

Dear Sirs,

I would like to the information that, I had a major problem with my freight
( Tracking Number [protected]) .

I was freighting from Iran(Tehran), of date 23/11/2019 to Montreal (Quebec), but it is not here ever.

in my planning was specify before the 5th december 2019, and always I was in contact with Westjet, and the personel assure me that my freight arrived Tomorrow. unfortunatly this TOMORROW never came

I must inform you also, i am living in a empty appartment whitout my furniture and i hva nothing and my first thing for living and my base personel is in my freight bagage . I sleeping on the floor and in quebec at this time its so cold and now i have a back pain and in my legs in suffrence .

i have payed large amount of money for this transfert by plane to arrive faster and maximum in 2 weeks in montreal, but just now i undrestand there are so delays and all of my freight arrive by truck because I was told you don't have bigger plane to fit in the plan comming to montreal .

I would like you consider that this is not my error, and this mistake and delay produced from you and your company.

if I had transfer my freight by boat, it would have arrive the same time, but the cost was much lower and not as expensive.

I hope you restore my loss and damage, and redress my situation.

best regards.
Sholeh Farahani

[protected]@yahoo.com

Tel : [protected]
612, Rue Taillion
Drummondville
J2C 7M1
QC, Canada