WestJet Airlines
Reviews and Complaints

My friend and I had paid for a seat selection at the time of booking on flight WS654 from Toronto to Charlottetown on Aug 23, 2018 - seats 16A and 16B. The flight was delayed and we were then told that our seats had been changed and we were not even seated together. Since seats 16A and 16B were still on this new flight, why were we bumped? I think that you discriminate against those whose last names are not the same. There were some who had not pre-booked and had not paid for a seat selection who were seated together. The least you can do is refund that amount paid for the pre-selected seats. The best you can do is to stop splitting up passengers on the basis of their last names. Our reservation info was BMOIKQ.

August, 2018
Josee T (cc Craig MacCubbin, Info Officer, Mark Porter, People & Culture, cc Global, CBC)

Josee, re: "Not Secure www.westjet-tickets.com"
I am alarmed by this site! (see attached image), upset with myself that I have shared my contact information. Am I annoyed with WestJet as well? Can you can tell me?

It appears legit' in the URL. Apparent comments and links are not clickable. Is this a scam? Reputation of WestJet is at stake. Is it a prank?, or a cheeky-cute promotion? Worse case, it looks like an offer to grab my contact info and pass it (to who and what for?) An attempt to collect information from loyal customers? Who is this?, and can you suggest why they do this?

Ouch! End this madness. Public statement as to what was intended here? By you? or your suspicion as to who?, and why.

PS is this complaintsboard.com just another contact grabber?, I need to provide my Facebook info to submit. Argh. Who to trust?

VJ Grimes
W Vanc, Canada

I arrived about 1.5 hours before my flight and I am also travelling with a dog. I came in and could instantly see that there was issues. The line up for full guest service was excessive. When travelling with a dog I must go through this process of full guest service. While I was standing in line for over an hour I could hear everyone was extremely frustrated with what ever the issues were that was prolonging everyone checking in. When it was finally my turn to be checked in. The agent non chalantly told me that she had to look for the next fight to put me on. There was no 'hello how are you etc' so I began asking her elwhat was happening and not even kidding she laughed in a sarcastic tone and said ' I can't believe you actually thought you were going to make your flight' shocked by the delivery of what she was saying to me I replied 'because of the disorganization of you guys and what ever is happening your actually laughing at me cause you think it's funny I can't make my flight?' she then looked at me and smirked and told me to step to the side and a Manager would be over. my last words with her was me being very clear that laughing at me and talking to me the way she was was inappropriate.

Shortly after the manager came over; I explained the situation that had taken place and how the ticket Agent had been with myself. I explained that I had been waiting for well over an hour and again I'm not even kidding he looked at me and said ' no you weren't I timed it' (this is the manager) me and about 12 other guests had been there for well over an hour waiting in line and I saw saw each one of them struggling as well so clearly I was not alone.

The ticket Agent appeared again by the manager s side and I just let him know that she had not been very appropriate with my self and she then continued to shout over the frustrated crowd 'sorry about my smirk I'm just a happy person! Sorry you were so late for your flight!' I then looked at the Manager and told him that never had I ever been treated or handled the way that I was today by West Jet Employees. He then started to wind down a bit because he himself was clearly a bit mortified my his ticket agents behaviour.

All in all I get that the world's not perfect. If they would've just told me when I got to the check in booth that the morning wasn't going how they wanted to and that they were sorry for the inconvenience but they had to move me to another flight then I would've been disappointed but dealt with it. But to be treated the way I was by WestJet staff was just more then disappointing.

That's why I chose them, because the people are nice and sorry WestJet I'm even a credit card holder of yours but definitely reconsidering different options after this morning.

Hello...this is the 3rd time I am sending an e-mail to your company. I flew home from Fort St John, BC on August 10, 2018. I had to take 3 connect flights and the last one from Toronto to Fredericton wasn't a pleasant one. Flight No. 3404, departure at 9:00 a.m. I was seated on 11A and the guy next to me 11B was overweight and took half of my seat. He fell asleep numerous time and was leaning towards me all the time. I kept waking him up by coughing. He also had a large carry on that barely fitted under the seat and he was in my space. I was squished like a sardine. It was the longest flight ever. When I deplaned, I talked to the stewardess, her name was Johanna. She felt really bad about it. I told her that I was going to contact your company. I understand that you cannot control people's size when they book a ticket, but I didn't have to go through this. I flight 5 times a year as I work out West. I am hoping you can compensate for the trouble it caused me. Thanks

[removed]

RESERVATION CODE: XCYTGG

I decided to take a trip to Vegas, its been over 15 years since i have traveled. My girlfriend booked us tickets with westjet and told me it would be fun, so i thought. We get onto the plane and settled in. Before take off their was a seat infront of me that was not pulling forward, the seat was broken and was basically leaned back towards me. The flight attendant told me i had to move, so i told her i wanted to sit beside my girlfriend. She insisted i moved during takeoff and landing just for safety precautions and i could go back to my original seat, i agreed of course but i was annoyed, it could be worse. During the flight my girlfriend got cold and we had not brought a sweater. I called over the flight attendant and asked her if we could borrow a blanket for the flight, she said you had to buy them, so i said sure how much are they, she said 10 dollars. I took out 10 dollars and she said it had to be paid by credit card, i thought cash was king but i guess not, so i agreed and told her to bring one over. 2 minutes later the flight attendant returns and says westjet ran out of blankets, i go how many were in stocks and how could this be, were only 30 minutes into the flight. She answers back with they forget to stock them so their are no blankets. Now this time around i'm starting to lose my kool cause it seems like everything isn't going my way for some odd reason. I had to hug my girlfriend until she got warm. The problems did not end their, during the 2 hour mark of the flight they started serving snacks and coffee which i thought was o.k, considering we paid $2200 for the two tickets. Which i thought was very over priced but i could not argue because we did book late. After they served crackers and coffee me and my girlfriend were still hungry, so i took a look at the food brochure that was infront of us, they had a variety of food, i found it a little weird considering were a canadian flight going into the U.S and everything was U.S currency to purchase, anyways i did not pay any mind to price cause we were both hungry. We looked through the brochure and finally agreed on something to eat. I called over the flight attendant and told her we wanted to purchase the cheese and crackers combo, she replied i'm sorry sir we are currently out, i should have known., so me and my girlfriend ended up eating nothing, but it does not end their. Towards the end of the flight i had to move again to the very back of the plane because of that broken seat. Since i went from being seated in the middle of the plane to back, i had to wait another hour to get out after landing, that's because everyone gets out before me and people in the back get out last. Its been 15 years for me since i have been on a plane, i was excited, full of energy and i couldn't wait but Westjet has really ruined my experience and has left a bad taste in our mouths.

Date of Incident --- Friday August 10th

We would like a full refund if possible.

my name is kevin dass i can be reached at [protected]

We were returning to Vancouver from Toronto on Aug 28th but had occasion to be at the Airport Aug 27th night. We used this opportunity to check in and get our boarding passes for flight 703 Seats 2A and 2C. As these were the seats originally reserved when we booked all systems were go
We arrived at the airport this morning and mistakenly I printed the boarding passes again when I hit a couple of wrong buttons instead of baggage
This time however the tickets printed were 2C and 23D
So not only was my seat changed so I was no l;onger sitting with my wife, but I was sitting at the back of the plane after paying for a premium seat
We went and tracked down a service rep and asked what happened. He advised that someone had gone in and changed the seating arrangement so that I was bumped and he was sitting beside my wife
This service rep was great and moved me back to the seat we had booked and put this fellow in 3A
Now perhaps he should have been put back in seat 23D as he complained about his seat the moment he sat down
My question is how could this possibly have happened? How can a premium class customer (or for that matter any customer) who has paid for seat selection, received confirmation, gotten boarding passes, be unceremoniously dumped and moved to the back of the plain by an "unknown passenger?
What I would like to know
Is this Corporate policy? If so I would like to know before booking again on WestJet
Was this done by an employee or executive of WestJet who wanted extra foot room?
Please reply to the below E_Mail address
[protected]@parttimecfo.ca

Dennis Mee C.P.A.

Aug 21, 2018
I came in from Charlottown to Toronto at 9:40pm (Toronto time) . My next flight was with WS445 Toronto to Edmonton. Prior to leaving Charlottown we got an email that the Toronto to Edmonton flight was cancelled and that we were rescheduled for the 6:30am flight. It also said if you accept these new terms please click here. I did not agree as I already had checked in for my flight 445 leaving at 10:15 initially. Around 6pm (PEI time) I received notice that the plane WS445 was delayed and would now leave at 10:55. I actually thought that was good news as it would now give an 1hr and 15 min to get to the other gate etc. I left Charlottown at 8:30pm and arrived in Toronto at 9:40. We got to the departure gate of flight 445 and was surprised it was still on as many of us received cancellation emails. Happy to have arrived. We presented our boarding passes (6 of us) only for WestJet to say we are not on this flight. We had our seats booked etc and they denied us at the gate. The excuse we got was that the WestJets automotive system rebooked our flights for the next day. We were stunned that this could happen to us when we paid for these flights well in advance and had our boarding tickets. We were traveling with our children. I also want to note that 2 people from our Charlottown flight were also at the gate and was given access to board the plain. The couple was also told that their flight had been rebooked for the following morning. The couple demanded to be on that flight and somehow they were given the ok. In the end we spoke with a supervisor and guest services and they said sorry we can't do anything. At the end we said at least get us a hotel since we have 9 hours to spare... WestJet said nope we don't do that. Guest services were not helpful at all -border line rude and did not care about our wellbeing. We started calling hotels so we could get a room- everything was sold out. We spent the night in the lobby of the Sheraton hotel ( they allowed us to camp over night). This is when we met another family in the same situation.

WestJet is responsible for cancelling our flights and therefore needs to take responsibility to accommodate their mistake. They not just put our family out but at least 4 other people that I know of. WestJet prides themselves on not overbooking and portrays that they are the customer service leaders. WestJet is far from what they value. They are an airline who has learned the loopholes of customer service by blaming 3rd party ( Toronto airport/ weather)etc... in the WestJet policy it says if it's out of their control such as weather they do not need to compensate. This is the excuse WestJet gives to everyone who has suffered at the hands of WestJet. WestJet needs to be accountable for the inconvenience and the wrong doing that it places on their customer. I am very disappointed with how WestJet handled this situation. I felt very discriminated against. Wondering why 2 of the Charlottown arrivals and maybe more were granted access to the flight when our family was denied.

On August 22 2018, we had a flight booked to lift up at 10:15 pm from Toronto to Edmonton flight # 445. At the front desk where we usually go through to show our idea and where we are let through to our plane is where everything began. We got to our gate # 25 to find out that the plane was delayed to 10:30 pm. We thought not a big deal it is only 15 minutes later. Well it went on, to 10:40pm to 10:50pm... in sequences of 10, 15 and 20 minutes at the time, till around 1am august 23 2018. I went to speak to the person at the desk at approximately 11:00 pm only to be told that they were waiting for flight attendants and that they should be there in 10 minutes, but they did arrive only to leave as it was in their policies, that they could turn down to be on a flight if it went over the limited hours in the air that they had done that day. Now one would think that when we buy tickets to a destination the last thing that should go wrong is that Westjet would be short staffed and that would make us stranded in an airport. One of the gentleman at the front desk spoke on the speaker and stated that the reason for the delay was because of weather related issues in Toronto? Please verify what the weather was like on August 22 2018. It was a cooler day but no rain no crazy wind nothing to delay a flight. Finally at around 1 am there was another group of flight attendants that showed up, but before going to the direction of the plane they stood a little ways away where we were sitting and they were saying to one another how they did not want to do this flight. What they don't know is a lot of us heard them and that certainly did not make us feel confortable to be on this fight. If we did not have to work the next day we would have requested another flight. Not long after this there is a woman (blonde short hair) that took over and explained that we need it to get on the plane as quickly as possible as we did not want to miss the deadline of their (flights attendants) limit of hours being in the air. Wow this is what Westjet is turned out like now with their service and to think that I though so highly of them. It does not look like they are treating their staff any better than their clients.

Carole Leblond And Dave Parkes [protected]

Depart Thursday, July 19th, 12:35 Westjet Flight no: 23, London Gatwick destination- Vancouver
Travelling - Frances Smyth (DOB 18/06/75), Jason Bryan (DOB 22/02/72), Eleanor Bryan (DOB 29/03/11)

This flight was landed prematurely in Edmonton, Canada after 8 hours of flying due to the toilets being full. My understanding is that the plane was not prepared in relation to refreshments and emptying of toilets. The flight was delayed by about 2 hours aside from the stop at Edmonton as we had to wait for the food and drinks to be put onto the plane. We waited several huors in Edmonton with very limited information about how and when we would get to Vancouver. We eventually got onto a much later plane arriving at midnight in Vancouver.

This was a huge inconvenience as it is already a long flight with my 7 year old daughter. I suffer from anxiety when flying which was exacerbated further by these problems with the flight. We also had to rearrange people who were coming to collect us at Vancouver which caused them a lot of problems and stress.

I would like compensation for this catalouge of errors and problems.

I look forward to hearing from you.
Frances Smyth (+44)[protected]
[protected]@hotmail.com
8 Ormiston Road, Greenwich, London SE10 0LN

To: Complain department,

Dear West Jet,
On 5 July 2018, my family and I were traveling from Toronto to Cuba, in your fly # 2690.
What suppose to be a fun, productive enjoyable vacation, turn out to be, painful and waste vacation,
for the whole family.
Everything was going well untill was anunced that the plane will land on 20 minutes . Soon after here is what happened.
Without a warning from the pilot or his crew members, the plane plummeted towards
the ground, stabilize and fell, stabilazied and fell for the second time and the 3rd time was the worst and longest drop . Everyone was screaming, bouncing up, down, left and right, praying, crying, nerveous, holding hands, it was horrible .
Prior to this our son were in the bathroom, as he aproach the seat the drop happen
In a hurry, he tried to put his seat belt but he felt and hit his head with the front seat, he hurt his back, shoulder and his wrist, my husband hurt his neck, back, knee, genital, my daughter hurts her head, neck, and back. I suffered from pain in my lower back, head, and wrist. All of us suffered internal swolling, All our vacation were waste going to the hospitals and taking medications and in the case of my husband injection too, for the pain. The headaches and the pain in the body are terrible. In Cuba they transported us in the ambulance to the hospital were we got treatment.
Later was a challenge to move around with the pain and difficult to find transportation to go to the hospital ( clinic international ) for more treatment and to look for medications that it was a challenge to find. Decent transportation was scarce, that once I have to rent a vehicle to search for medications from the neighboring towns. The minimum rental was 5 days, but they agreed to rent it for 4 days.
We contact our insurance provider, tried to contact you (WESTJET) in Varadero and Toronto but no luck, the phone in Varadero keep ringing but nobody answer, in Toronto, was no luck, I let me insurance provider know.
When coming back I let the flight attendant (Linda), I let her know regarding our pain, I ask her for a pillow, she was able to help us with one tiny blanket. Finally, when the plane landed in Toronto after 3 and half painful hours, waiting for the wheelchair, we meet the pilot of the plane and ask him if he knew what happened to the fly # 2690 Toronto to Varadero 5 July 2018, he didn't know.
We still sicking medical help here in Toronto, we are still in pain taking medications.
My questions to you are:
Why the captain or the crew member dint mention about what happened on the 5 July 2018 fly #2690 Toronto to Varadero? why was no warning prior to the drop of the plane, we are lucky that it was no casualties, we are asking you for the incident report in its entirety including black box and cockpit recordings.
Just to let know we tried to cut our trip short, but there were no available seats, the fly was full from Santa Clara.
Sincerely and painful,
Yudmila, Alnoor, Asad & Chayana Murji
[protected]

Booking #[removed]. My husband and I were in our honeymoon. I decided to upgrade or seats for the occasion. On the flight to Jamaica we sat upfront and enjoyed flying with exceptional service. The charge that the west jet system charged me for this was $48. I did the same thing on the way back when selecting our seats. Only this time it ended in embarrassment at the airport in Montego Bay and pure anger by the time we returned home. I was told I didn't pay enough. Our tickets were ripped up and we were seated in the very last row of the plane. The very last row. The tightest seating and directly beside the washroom. I was told that that the person checking our luggage would need to pay the difference. I asked for a manager. They both treated my husband and I like they could care less. I asked for my money back, they said that I'd have to go through a process when I got home. So now, our seats have been taken away and I need to spend my time on hold (52 minutes I was on the phone for) to get my money back?! I was refunded my money which is great and all, but I refuse to accept this "system error" as being my fault and putting us in the worst seats on the plane! I was treated like a liar and felt so embarrassed. This is the type of service I would expect from other airlines, not west jet. I honestly want to go as far as I can with this complaint. I could care less about getting anything, I just need to know that I'm being heard.

[removed]

To whom it may concern,

I am currently sitting in Las Vegas airport, on a flight back to Calgary, Canada. My flight was booked for 8:20am. I arrived at the airport at 6am as I was told to come in 2 hours prior. I was first told that the flight was delayed because of mechanical issues on the plane. We were told in the morning that we would be ready for 11:35am and arrive in Calgary at 3:35pm. We have beeing waiting since 6am and now we are told that the crew isn't here, and they are going to come in at 1:30ish, after which we would board and leave at 2:35pm, making is arrive in Calgary at 6:35pm. Why isn't the crew here? They should have been here since 8am that we were first scheduled to take off. I am still sitting in the airport now, spending my entire day here. this is unacceptable. The fact that the plane had mechanical issues is one thing, the fact that they didn't have another plane to put us on is understandable, but the fact that the crew isn't here, 6 hours after when we should have originally left is just unacceptable.

Very unacceptable. I expect you to please compensate accordingly.

Thanks.

Best regards,

Samantha Carron

I booked a vacation through itravel2000, the resort is ocean coral...now they have shooting happened in the resort (beach of the resort) on Aug 20, 2018. Checked with them to change the resort and told this was not allowed. i dont understand? is this life threaten and westjet is showing NO CARE? they should take the resort off the list. this is ridiculous

I booked a flight to puerto Vallarta from Edmonton via Calgary to attend a wedding. I booked a flight that would arrive at 630 am giving me time to make it to the wedding in the afternoon. 2 months after booking, westjet changed my flight and now I will arrive at 2:17 pm which means I will miss the wedding. How can they take my money and promise me a flight and then just take it away without any compensation?

I was suppose to fly on Westjet flight number 1241 from Orlando to Toronto at 6:10pm. First at the counter it state flight delay to 7:35pm than all the sudden it state it is cancel. I had to pick up my check in luggage and than wait for 2 hours to get hotel voucher in the check in counter. There was only two people on the counter with no customer service skills. There was no apology, no empathy. I was traveling with 5 kids for my daughter birthday. The person at the counter didn't seem to care. I would never fly west jet ever again. Horrible service

Today Aug. 17, 2018, I was scheduled on a 4PM flight to Montreal Trudeau that was cancelled. The re-booked flight was also cancelled. I'm now scheduled on a 10 PM flight that is delayed until 1:30 AM. So I could have rented a car and driven to Montreal in half the time I've been waiting to get on a plane. The reason for this is "weather". Despite the fact that there were no thunderstorms around Pearson, no heavy winds and no lightning, simply heavy rain. I have sat in the terminal watching other planes from other airlines take off the entire time. Air Canada flight #AC420 to Montreal was scheduled at 17:00 and departed on time. Air Canada flight # AC834 to Montreal scheduled at 18:00 also departed on time. How is it that West Jet cancelled several flights and delayed others for over 4 hours while Air Canada seems to continue to operate and serve it's customers with no or nominal delay? This is the second time I've been in this situation with your airline. Last winter was a similar situation and I ended up being put on an Air Canada flight that left while West Jet planes were grounded. I will not be flying West Jet again. I am an aerospace engineer for the Federal Government and fly frequently and I am very familiar with the civil aviation industry. I tried to be loyal to West Jet however I cannot abide by the clear incompetence exhibited by your operations department. I suspect that this policy makes the airline more money at the extreme inconvenience of it's customers. I will be spreading this story through social media and the Federal Public Service. It won't make a large dent in your bottom line but it will make an impact. I suggest two corrective actions. First, you need to do a better job of providing rationale as to why flights are cancelled or delayed. Second, you need to improve you operational and planning. Stranding hundreds of paying customers for "weather" while your competitors continue to fly and deliver adequate service is not a good business model.

Hello,

This is complain against your uneducated staff at Gatwick airport (England). I was having a confirmed ticket from Gatwick to Toronto yesterday (16th Aug 2018) at 1 pm. I checked in there at 12 and they said that there is no such booking on my name. I spoke to the Gill International on the spot( who booked my ticket) but it was early morning morning in Toronto so he could not picked up the call at that time. I showed him bt mails mails that i got when i booked my ticket ut he said that he cant do anything in it. I was running out of time and your so called guest assistant( I do not remember his name he was a black guy) told me that i have to buy a new ticket. it was urgent for me to reach Toronto on same day so i got the new ticket of Air Canada worth 1521 GBP (2500 CAD) on the spot. About half n hour later Gill International told me that they spoke to West Jet at Gatwick airport and now they are saying that my ticket was confirmed. It was a clear blunder done by that guy sitting there who did not checked my details correctly and missguided me. Please not that this was a rountrip booking and everything was confired from booking side. More over nothing went wrong when i traveled from Toronto to Gawtwick on 29th July 2018.

I have seen a worst level of harrasment at Gatwick airport just because of your pathatic staff who dont have enough knowledge to check the details correctly. I have seen a terrible time yesterday and got mentally hurt and faced financial loss. I am very much disappointed with Gatwick airline service and will never travel again with you.

I am requesting to take quick action against this and provide me componsation.

Regards
Rupinder Kaur

I recently flew WestJet from Toronto to LA. (August 3rd, 2018 - flight WS1100). On the flight there, one of the washrooms was not working. I spent 25 minutes in line in the aisle waiting to use one of the other functioning washrooms. We had to make an emergency landing in Albuquerque, NM due to smoke in the cockpit. I am grateful that the pilots handled the situation professionally and we landed without incident. Spent close to 7 hours there waiting for another plane to be sent and then when it arrived, spent an hour on tarmac waiting for some mechanical issues to be worked out. Flight attendant was very unprofessional, telling passenger in front of me who was inquiring about when we would be leaving, to basically stop complaining as he was "lucky to be alive"! Later, she told all passengers over the PA system that if there was anything wrong with the plane, that the crew would be the first ones off. Realizing how that sounded she said they would let the passengers off first of course. I am a nervous flyer to begin with, and hearing that from a flight attendant is not very reassuring.

Our WestJet flight home from LA (Aug. 10, 2018 - flight WS1101), was delayed more than an hour. My friend did not make her connecting flight. She was told she would be on the 4:35pm flight the next day (19 hours later!). She was not offered any compensation or a hotel room for the night in spite of her complaints. So...let me get this straight. She missed her connecting flight (also WestJet), due to the delay caused by WestJet and yet she has to fork out money for a hotel room and wait another 19 hours to get home? That's just mean. Myself and other friends ran to our connecting flight almost missing it as well.

Overall, my experience with WestJet was not a good one. Am I looking for compensation? Probably not. I will be avoiding this airline for all future trips, but wanted my complaint heard, as I'm sure my experience was similar to other people's. It's just that many others don't bother putting their complaint in writing.

WestJet Airlines Ltd
21 Aerial Place North East
Calgary
Alberta
Canada - T2E8X7

RE:​Complaint of Quality of Services Received​

To Whom it May Concern:

I am writing this letter to bring your attention to my disappointment with the quality of services provided by Westjet on my recent trip with your airline.

I have flown with many airlines over the years and never have I experienced such disorganization or so many confused, impatient and unhelpful airline employees.

Unfortunately, the extent of the poor service did not end with the Westjet employees' lack of assistance for airline patrons such as myself. In addition to this, I was faced with airline delays including postponed and cancelled flights. To my dismay, when questioned, a Westjet employee advised me that they would not, nor do they ever, provide compensation to passengers.

Oddly enough, my traveling companions were provided with vouchers, including one for a hotel stay. To this I pose the following question, "Is it that Westjet never provides compensation; or is it that compensation is discretionary and someone decided that despite the poor service and negative experience, that I was not worthy of compensation?"

With respect to the delays, please see the below itinerary which outlines my original flight schedule on the left side, and my actually flights times/arrivals/departures on the right:

July 23, 2018 - Departure Date​

Depart Edmonton at 12:05 am (MST)​Departed Edmonton at 12:05 am (MST
Arrive in Toronto at 05:44 am (EST )​Arrived in Toronto at 05:44 am (EST)
Leave Toronto at 07:05 am (EST)​Left Toronto at 12:25pm
Arrive at New York 08:36 am (EST)​Arrived in New York at 1:00 pm

Total approximate time: 14.5 hours

July 27/28, 2018 - Return Date

New York to Edmonton 6:35 pm - 8:20 pm ​Actual: 11:35 pm-1:30 am​
Toronto to Edmonton 10:15 pm - 12:25 am​Actual: 6:30 am - 8:30 am

Total approximate time: 21 hours

As you can see by the schedule, I spent multiple extra hours in the airport. As a senior, I was appalled to discover that given the delays, not only would I have to spent a night sleeping sitting up in a chair, but also that there was nothing other than water available. During this time, there were a total of three people in sight, one being an airline employee and the other two being janitorial/maintenance staff, and not one employee made themselves available to awaiting passengers nor did anyone make an effort to check in on us to see if all was well.

My flight was delayed because there was no crew available however, when a crew did become available, there was no plane to fly. Passengers were notified of flight time changes numerous times leaving us uncertain of whether or not we should plan according to the current departure time or whether or not it was just going to change again.

One of my flights was cancelled and then refilled with other passengers leaving myself and my travelling companions in a position where we were rescheduled and assigned new seats, however when we approached the boarding desk, we were told that our seating had been changed again.

In the midst of all the changes to the flights it appeared as though the staff were frustrated as well and naturally, myself along with the other passengers felt the tension and in turn found ourselves becoming more confused and disheartened. When it came time to actually board the planes, we were rushed on like cattle constantly being told to "hurry up."

To add to my stress, my travelling companions were separated from me and placed on another flight. This trip was planned in coordination with them to ensure that we could help each other and we had planned to arrive in New York together as we believe in the motto that there is safety in numbers. Can you imagine my surprise and fear when they did not even make it to New York until the following day?

In addition, I found the airport announcements and audio messages to be unclear and the information billboards flashed too fast to be able to read them. Unfortunately, the increased use of all this automated technology left me feeling helpless and unfortunately, there were no physical staff available to assist.

Because I have been generalizing, I do feel it is important to also point out that I did encounter some Westjet employees during my journey that went above and beyond greeting passengers with smiles and apologies for the complications and who treated us with genuine empathy. Sadly however, out of all the employees I came across, there were only two who behaved in this manner. Unfortunately, I was not able to get their names, however to them, I am thankful.

I have been a dedicated Westjet flyer for a long time now, having previously ceased using Air Canada for similar reasons as what I have outlined above. In fact, it was Westjet that came to my rescue during those times when I was left stranded by Air Canada. I must say that I am truly saddened to see Westjet show the same lack of care and concern for its passengers as my previous airline. I have done enough traveling in my time to understand that many factors play a role in flight delays/schedules, and despite having been denied, I ask for your understanding in my request for compensation regarding my terrible experience.

The situation as a whole has left me pondering one simple but very crucial question… Will I recommend Westjet to others?

I am requesting a call back at the number below to discuss this with you further. I look forward to hearing from you at your earliest convenience.

Sincerely,

[removed]

[removed]

I flew WestJet from Pearson International on August 3 flight #WS0443 @ 20:10 to Edmonton. Upon receiving my suitcase in Edmonton I noticed a crack right through the outer casing that I could put my finger all the way into. This is a Swiss Army medium sized suitcase that I had borrowed from my son for this trip. It had only been used 3 times prior. This could only have occurred with significant pressure or force.

On my return flight home August 9 # WS0440 I watched the loading of luggage to my plane from the gate and was shocked at the way luggage is handled/treated. (I only hoped my duct tape patch would hold till I got home.) Some were being thrown from the luggage car to the loading ramp and over shot to land on the pavement! When we landed back at Pearson I observed a neighbouring WestJet plane unloading its luggage. The ramp belt was moving so fast that the person couldn't grab the bags fast enough and some fell off the end. Seems to me that's the type of treatment that could cause the damage my bag sustained. I believe I should be entitled to compensation for the replacement of this bag as it is no longer secure for safe use. I expect a quick response to this complaint.