WestJet Airlines
Reviews and Complaints

Flying from Manzanillo mexico to kelowna we purchased ticket on aero mexico for ourselves and small dog. Checked with airline for animal space and paid $175.00 for dog. All good. Due to long waits on west jet for calls (even at 3.00 in the morning it was a few days later that I called to confirm space for dog. We were told that because we were arriving in Vancouver with another airline our dog would not be allowed on west jet plane even tho we paid for ticket right thru. We were advised to cancel ticket with aeromex and pay for a new ticket on west jet. This ticket would be $400. EACH more. Other option would be to buy a Vancouver to kelowna ticket for dog and I. But we already have a ticket?
This is the option that we choose costing us additional $250.00. You can bet the ticket was NOT bought on westjet . Would very much like a reply explaining why air partner will not take dog. This was March 11 and 12.now we have 2 planes coming in at different times causing 3 hour wait on arrival.
This is not the first time west jet has let us down. A year ago we lined up at ticket counter only to be told that no west jet pilot was available. and plane would not be flying from kelowna. Since we had connections along the way we were forced to rent a car and drive to Vancouver during the night and get a hotel room. This little trip cost us $400.00 that was not refunded. Chalked it up to experience and now choose other airlines. Shirley

I flew from London Gatwick to Toronto on flight WS004 on Friday 23rd March and I would like to say the customer service I received from one of the cabin crew was absolutely terrible and unprofessional. She had such a terrible attitude and it felt as if she didn't want to do her job. When she given us tea I asked for more milk and she replied but thats enough. Another occasion when I was coming back from the wash room to my seats she was serving tea and coffee again and said out loud that I have to wait which I was already patiently waiting. I felt so humiliated by her that I am considering not flying with westjet again after she's have given me such a terrible experience.

I was taking a flight to vancouver b.c. 5 hours long I received a aisle seat... The plane was older I thought had an odour and seats were small. Anyways... After that I went to use my tv and it did not work at all. I asked the steward to help me and she says just hit the button thats it and it still did not work... Some did some didnt I asked to move as there were extra seats she did not assist. Very upset having just to lean over and look at other tv in silence... Then when I went to use the washroom facility... It was filthy! Had to hold it the whole trip... Very upset indeed... I paid alot for my flight and I would appreciate a compensation please in some form as I always fly westjet... Kindly look into this asap and I appreciate your immediete attention to this matter westjet 543 montreal to vancouver reservation code wbalvt eticket #[protected] time 5-740pm

I've sent this email on my file last Thursday but have heard no response. My file is: BZEWS00824821.

I was without my luggage for 6/11 days of my vacation. Due to the nature of my trip I had 20 minutes and one store to get the bare necessities to replace prior to continuing our travel. I was part of a larger group flying in from different parts of the world and staying in the interior jungle. The 6 days without luggage was a great inconvenience and affected the activities I was able to participate in.

Once back to Placencia I made two trips to the airport to retrieve and my luggage was still not there. When my luggage finally arrived, it had been ransacked and some of my electronics missing.

I am a consistent flyer with WestJet and am very disappointed with last experience.

On March 8th inwas in the Fort McMurray airport travelling to Kelowna through Edmonton. Security was a Travesty and we were over 40 minutes in line due to only ONE lane being open. YMM is terrible for this. After 40 minutes in l9ne they called our flight as bleared did so we jumped the line and as I turned the wrong way for 1 minute when I turned back the other 6 passengers had gone down the ramp and the door shut in my face. Knocking had no effect. Even the airport staff were flabbergasted at the short time delay as I was still 12 minutes before departure. Other passengers told them I was right behind them by 30msecones but they could have cared less.

Glad to see carriers like Flair coming online so these people have some competition as they have "ZERO" customer service. After 15 years of flying with them I will be looking for other options and advising the 400 workers in our company to do the same!

I flew with west jet on Sunday March 4 to Calgary. When I arrived at my hotel and opened my suitcase it was very clear the my suitcase was thoroughly searched. I am an educator for a well known canadian company and I was traveling for work with my tools. My tool case was in my checked bag and also searched through and pieces were destroyed. Upon further inspection, I found my blow dryer that was completely broken apart as if they were searching for drugs . I assure you I am drug free and have no criminal record. I need my tools to be replaced as I cannot work or educate without them. I can send photos of that is helpful

I had paid for two seats on WS 0418 Edmonton to Toronto 2 seats (8E, 8F)
and WS 2644 Toronto to Liberia 2 seats (10E, 10F). Reservation code TRNRIN
Unfortunately for us our flight was cancelled from Edmonton to Toronto and by the time it was all sorted out and we did end up on flight WS2644 we did not get the seats we had paid for. For some reason Westjet also charged me $82 and $80 for some strange reason! I would like to be reimbursed for these charges please.

To compound my complaint, I have left a message for a call back re: this issue on your online contact. No response from Westjet. That was over 1 week ago.

Longtime WJ loyal customer. In fact, chose exact same vacation package from WJ rather than Air Canada although was cheaper. My future loyalty will depend on fair and timely communication from WJ and how the following concerns are resolved.

Of note: neither WS648 or WS2754 had working WestJet Connect Entertainment services. We were never informed of this prior to booking. In fact, not until we were on plane in one case. More importantly, I was very disappointed in staff who could not get their stories straight as to why. Three very different explanations? Attendant 1: "plane is too old"; Attendant 2: "plane is too new." Pilot: "waiting for a part." For the record, I would much prefer honesty. I had always appreciated WJ staff being real with customers. So disappointed that we now understand that we cannot believe a word we are being told. That all happened prior to the very ugly incident described below:

Jan 31/18 WS2754 (Toronto to Nassau)
160 passengers on airplane. De-iced. Taxied to runway. after a short delay, airplane turned and returned to gate. Pilot explanation: "we have an ill passenger on board and need to return to gate." no problem. If someone needs medical assistance - that is fine.

At gate, EMT's enter. Individual is sitting one seat up and across. (my husband and I are in Row 18. EMT's offer assistance. Individual refuses adamantly. Passenger refuses to disembark. An argument between passenger, his mother seated several rows forward to the right and EMT's ensues.

EMT's leave passenger and disembark. WJ cabin crew are in aisle by unruly passenger arguing. Crew member announces to entire plane, that this man is ill and has been vomiting in the bathroom. She explains that policy etc doesn't permit an ill person from flying. He argues. He is swearing. Crew member indicates that the entire plane load of people may have to be quarantined at the final destination if they let him fly.

Passenger finally, angrily grabs his things. Swearing and carrying on. Grabs his young son. And is escorted of the plane.

I note that a few minutes later, the flight crew is speaking with this passenger's mother. I hear them ask if she wants to leave the plane. She does.

And we sit.

Pilot then explains that we need to 'refuel" and then we will depart "shortly".

And we sit.

An hour or so later, flight crew announces 'they are just filling out forms' and then we will be on our way.

these two are the only announcements I recall during the almost 3 hours we were sitting at the gate.

And we sit.

In breach of WJ policy, the following never happened:
1) Failure in communication from flight crew. WJ policy reads, "announcements every 10 minutes (when safe for our pilots to do so) This did not happen. The few announcements we heard as we sat at the gate are noted above and in way explained why were sitting for almost 3 hours at the gate. The explanations given made no sense to us. Why are we refuelling if we never left? and what are 'form's and why are they affecting us? What we do know is that we are being kept in the dark as to why we are sitting there and we are likely being lied to.
2)no offer of food or water. In fact, crew members were rarely seen during the subsequent almost 3 hours sitting at the gate.
3) no offer for passengers to disembark from the plane. WJ policy reads, "If the delay exceed 90 minutes the aircraft will return to the gate and you will have the option to leave the aircraft.".

Approximately 2 hours and 35 minutes later, I see the unruly passenger's mother return to the flight accompanying a young boy, presumably her grandson. Within one minute, aircraft is sealed and we are magically on our way.

It appears 158 people were held for almost 2 1/2 hours in an aircraft - for one family to sort out some family issues. We were obviously WAITING for this family dynamic to be sorted.

We were to leave Toronto at 9:30 am and did not leave until after 1 p.m. We had to de-ice again and wait in that line. All of this to accommodate one passenger? who refused medical treatment and who had already vacated the airplane.

Why on earth, would the flight crew encourage his mother to leave the aircraft as well?

Why on earth, is it my problem? Surely, there are other flights that could have accommodated these individuals without impacting on my vacation time and my flight experience.

Finally, why is WJ not contacting those passengers and offering the appropriate apology and compensation?

WJ policy: "WestJet's promise is to offer compensation for controllable flight delays and cancellations that delay your arrival by two hours or longer. If your flight qualifies for compensation our promise is to send you an email notification within one week outlining the value of the flight compensation provided."

I have received NO email from West Jet to date

I refused to deal with this issue when I finally got to the Bahamas or during my vacation. I contacted WJ immediately upon my return by phone. I was referred to an online contact form which I completed asking for a call. No return call to date.

I am extremely disappointed in WestJet. When available, I have always chosen to fly Westjet even when other choices are cheaper. My future loyalty will depend on whether these current issues are resolved.

I have a complaint of a delay that happened feb 16th ..
flight 2247, puerto Vallarta- Calgary, 5:15-9:22
Delayed to 9:30, arrived in Calgary @1:09am, missed our connecting flight 3254 Calgary -saskatoon 10:50-1:11. Now my husband missed his work due to this delay 35:00/hr for 10 hours. Westjet gave us a room and food vouchers, thank you but it did not cover our food bill, each meal was about 5-8 dollars short of covering cost ! We didn't get a flight until 5:40 pm feb 17 flight 3248 which was again delayed by an hour, we would appreciate some refund of extra cost for meals and wages lost! You can contact me at [protected]@hotmail.com or [protected]
Thank you
Lana Poulin

I was on flight 316 feb 10, 2018 to depart Hamilton at 430 pm and it was cancelled due to mechanical failure . The next flight out was 10:00am next morning. I asked about hotel compensation and the employee told me that I did not qualify as I lived within driving distance . I told her I lived 3 hours away and since they wanted us back at the airport at 8 am sharp I would have to get a hotel . I asked where one would have to live to have their hotel compensated . She said out of province . I asked which province and she said like Halifax. I then left and booked my hotel room 20 minutes away. I researched their policy online when I got to the hotel . If westjet delays you more than 8 hours due to mechanical failure they have to compensate your hotel costs, shuttle you or pay for transportation to hotel and provide meal vouchers . That was very shady Westjet .

Formal complaint letter to West Jet Airline,

February 06th, 2018

Reservation Code: LMDZSA
Tracey Ann Chenier

Hakim Soussan

Lisa Marie Gagnon

Ovidio Daniel Buca

West Jet Airline,

I am writing this letter of complaint to seek compensation for travel reimbursement and compensation for distress for an extremely frustrating experience (A NIGHTMARE) with your airline.

On January 29th, 2018, we were scheduled to depart Ottawa to Toronto and depart Toronto to Las Vegas. The morning of January 29th, I received a call from WestJet stating that due to weather in Toronto our flight scheduled to depart Ottawa at 5:30pm was canceled and that we needed to arrive to the airport earlier to be put on an earlier flight at 4:45pm; upon arrival at the airport in Ottawa, the check in agent voiced that we had time to make the earlier flight scheduled to depart Ottawa at 3:45pm flight no. 3473. Upon boarding the aircraft and getting read for take-off we were told that this flight would now only depart in about 2-3 hours, thus, we were all asked to de-board the plane, at this point we are very frustrated and stressed out knowing that there will be a possibility that we could miss our connecting flight; at last we departed on Flight #1118 arrived in Toronto on time for our connecting flight, we were escorted by a WestJet employee, who ran us through the airport to be sure we made it to our connecting flight only to be approached by one of your travel agents in security by the name of Romona (Toronto Airport) who was very rude and refused to contact the pilot to let him know that there were approximately 10 of us from the Ottawa flight that were scheduled to board this flight, when we were promised by WestJet in Ottawa, that we would be able to make this connecting flight, she rolled her eyes, and showed absolutely no compassion, and basically picked and chose a few people to let through security to board this flight to Vegas, and she giggled to the other agent in front of us, knowing how we were feeling, as I had explained to her what we had just gone through in Ottawa, she basically said "too bad" and asked us to leave the security area and deal with the agents and the front desk check in.

After leaving security we spent a total of 4 hours with agents trying to find a new flight in to Vegas, and a total of 4 hours on calls to WestJet corporate only to be told that the earliest flight was at 10am, however there was no room, so we were told to go through Delta or fly through Minneapolis the next day at 6am and arrive Vegas in late afternoon, we decided to go with this flight because we really didn't have a choice... it was unacceptable and we were all very displeased and angry at this point. The agents showed no sympathy as they saw us sleeping on chairs and knowing that they did nothing for us, it was too late at this point to take a hotel, because WestJet offered us a voucher for a hotel in Vaughn (25min away) that we could not take because at this point it was already after 1am, and we had to be back at the airport for 3am to board our 6am flight, so we ended up spending 30+ hours in Ottawa and Toronto Airport! NOT ACCEPTABLE!

In the morning we checked in for our 6am flight with Delta to Minneapolis, to have an agent who was extremely rude to someone in my party (Ovidio Daniel Buca) and told him that west jet needed to issue him a new ticket because his name was reversed in the ticket west jet issued, he told us we needed to go back to the West jet side and have his ticket re-issued, he was awful and told us to push aside while to checked in other passengers and did not do anything to help us out, at this point we are livid, we had not slept for over 24 hours and were now being told that we could not get on this flight as we would not make it on time, once a new ticket was reissued speak with a manager on the West-Jet side that worked for WestJet flying in to the United States, she could not believe everything we had just went through, she was able to pull up the 10am flight direct to Vegas and find seating for all four of us, even though we we spent 5 hours dealing with agents about wanting to get on this flight to be told is was full, when that was a straight up lie, unfortunately, I had to sit away form my husband and he sat alone, when we were scheduled to sit together originally, at this point this was minimal we already lost a day and a half from our already short vacation and we just ball wanted t get there. Upon arrival in Vegas, we went to pick up our car rental and that was cancelled, they only hold car rentals for 11 hours and we were already over that, we had to take a shuttle, and go back to the airport the next day, because they were out of cars that day, which ended up costing us 129US due to the day we missed. West Jet also agreed to extend our flights a day later however, the routing was just awful - we we paid for direct originally, this flight flew us out of Vegas at 5:30pm on Feb. 03rd flight no. 1585 connecting in Calgary Flight no.648 to Toronto flight no. 3458 to Ottawa, another 24 hours of being in an airport with no sleep, to arrive in Ottawa and see that my luggage was broken, the back wheels were broken off, all wet jet offered me for all of this madness was x2 300 credits to put towards future travel within 1 years time. Our friends (Lisa Gagnon and Daniel Buca) did not receive any compensation, and we are all very upset and angry as all of this played out it had such an impact on our time in Vegas, we spent the majority of our first few days in Vegas trying to catch up on sleep, everybody was very aggravated and moody due to all we went through to get there, and it had a very negative impact on our plans in Vegas. I am requesting that west jet show some compassion and reimburse us for the entire amount of our trip or fly us out to a new destination together within a years time to make up for all the stress and poor customer service we all had to go through dealing with West Jet, I will gladly provide you with all the documents you may need, (boarding passes, hotel receipts, car rental receipts, etc.) should you require them.

I can be reached at the following numbers:

Tel. [protected]

or by email at [protected]@hotmail.com

I look forward in speaking with someone for your Arline in the coming days to work out a a means of compensation for all of this!

Regards,

Tracey Ann Chenier

Hakim Soussan

Lisa Marie Gagnon

Ovidio Daniel Buca

I always use west jet when i'm going from puerto plata (dominican rep.) to canada because usually offers the best prices and schedules. On my last (january 18th 2018) trip this is what happened: when i'm going to check the west jet agent that is checking me in is interrupted by a different agent, seemed like his superior and starts checking at my passport, I don't have any problem with that, this person starts making me questions about my trip which is normal, but in bad terms he asks me if I know that to go to canada I need a different visa, so I responded to him that I do, it's righ there in my passport, because I have more than 1 visa, 1 to us and 1 to canada, and I have several entries to both countries, the guy in a very irrespectful tone and in a mocking actitude keeps asking me question, I don't know why and without any explanations and without saying a word he takes my passport to a different place, for about 10 min.in my country is illegal to take somebody's documentation without permission or any explanation specially for that amount of time. If the airline has some type of documents revision that is perfect but that doesn't allow an agent to take documentation without explanation and act rude to a customer. My documents are perfectly in order and in my opinion he could need some training about the different visas that can be hold by a person in a passport, that's without mention the irrespectful behavior he showed. The agent works in puerto plata airport. This happened around 2 pm and I really hope you train the personnel about good manners, how to treat customers and about how to performer a function without violent laws in a country.

1)Booked a flight leaving from Toronto Pearson Airport on Jan 5/18 at 445 pm
Plane was delayed over an hour
2)We finally boarded and were left on the plane for 2 1/2 hours because two planes beside us collided and created a fire
3) We were finally unloaded because the crash had to be investigated...When two planes collide and cause a fire even a civilian like myself would not leave an entire plane load of customers for 2 1/2 hours with jet fuel fumes filling our cabin making us nauseous. I think they could have deplaned us quickly realizing early on that there would be an investigation and we would NOT be flying that night!
4) Luckily we had a few extra masks with us that we passed out to other customers. Even the masks ( to help prevent cold germs) did not help
5) My grandson John Ross Parks and myself are suffering from extreme bronchial infections and are under a doctors care with a course of antibiotics to clear us up. We are both still sick and unable to work as we are real estate agents and the persistent hacking, coughing, hoarseness and chest congestion makes it impossible to talk to clients. We are both slowly getting better.
6) we then waited nearly 3 hours for our luggage and were finally told that we would have to come back early the next morning to find our luggage because it was too cold for the barge handlers to unload our luggage.
7) We found our own hotel online to stay at because the Westjet rep at the counter was way to busy to help us. we got to the Hilton near the airport close to midnight. We had no food since 5pm and were starving
8) When we finally got to our room after midnight we called Westjet for help...we were told at the airport not to call before 1 am. We were put on hold for TWO hours! Our Rep was very nice and tried to help but we knew Westjet could not arrange a flight that would work with our cruse connection so we went on line and found an air transit flight leaving at 730 am on the 16th so we booked it
9) After 2 hours sleep we were back at the airport searching for our luggage at 5am. We finally found it and continued our journey with Air Transat

In summary:
This was and continues to be a trip from hell! So many out of pocket expenses not to mention how sick we still are. I have been a West jet member for many many years and although i only take a couple of trips a year, I ALWAYS travel Westjet. Love the crew and have gotten to know a few of them.

Please make this right for me as I have another trip booked in April and plan another one next January. I DO NOT want to go back to Air Canada because the crew are not nice to us..like Westjet is
Connie Carson [protected]

Re: WestJet Reservation QPXBOQ

This is a follow-up after our last conversation with Personnel at WestJet Flight [protected]@ [protected].

My wife and self flew from Kelowna to Calgary on January 4, 2018. Our flight was to connect from Calgary to New York, but was cancelled at the last minute due to JFK Airport being snowed in (understandable). We were told to call the aforementioned number re a new flight to New York. Due to number of calls and lack of staff to deal with these calls, we waited on hold until two in the morning to speak with an agent. We were diverted to Toronto the next day. Upon landing in Toronto, our plane couldn't dock as another plane was at the gate. This took almost one hour to obtain clearance to proceed to gate; then couldn't dock as there wasn't any ground crew to bring our plane into gate and unload (another twenty minutes). By this time, we had only a short time to clear Customs and catch our flight to New York. By the time we arrived at Gate 7 for flight 1212, it had been closed and was ready to push out. We were subsequently told to take flight 1214 at Gate 11A. Spoke to attendant there and were told to sit; that they would call us. After two hours, we checked again with the attendant and were told that all flights were delayed and we should go back to Gate 7A, flight 1212. We returned and there was only personnel from other airlines; none from WestJet. Meanwhile, flight 1214 left for New York. Around twenty minutes later, a WestJet staff member arrived. We explained how we were told to return to this area to fly on our original plane. WestJet agent told us that our flight was closed. A few minutes later, we were told flight had been cancelled as crew had worked too many hours. No staff to take over. All passengers were removed from plane and told to follow WestJet personnel to baggage claim area to retrieve luggage. After two hours of waiting at the baggage carousel and our baggage not arriving, we went to Baggage Claim Clerk who checked online and told us our baggage was already in New York, which WestJet was adament that baggage never goes without the passenger. Our wait for baggage caused us to be almost last to be in line for next available flight. After two hours of waiting again, we were informed that one of us could take an earlier flight than the other. When we said we wanted to remain together, there was only one flight left for two people late next night. The only hotel was thirty minutes away from airport. The following day, we spent all day at the airport waiting for our flight, which also was delayed. We didn't arrive in New York until approximately eleven that night. We took three days to get to New York from Kelowna! We almost missed our cruise the next day. We missed our two days we planned to see New York. A lot of angst and unnecessary stress to get there. My husband called WestJet re this mess, and was told we would be contacted within five days with a written apology and possible compensation. To date, no contact has been received from WestJet.

We have always felt WestJet was THE very best airline, because of the upbeat personnel and efficiency. This experience has left a very bitter taste with us, as we are sure the other passengers affected must feel.

We await your reply. There should be compensation for, not only us, but every passenger who went through this awful ordeal.

Let me first preface my comments by saying westjet is our airline of preference and hopefully will continue to be yet having said that my wife and I on January 17/18 flew from Calgary to Cancun ( WS2310 )on a flight from hell. A fellow passenger seated in front of us brought her cat on board ( inside a carrier )and from the time we entered the plane to the second we landed that animal cried continually. My earbuds filled with loud music were no match for that horrid crying. Our complaint to your staff went nowhere. She politely said " oh well, there's nothing that could be done ". If all that noise wasn't bad enough about 4 hours into the flight the smell of urine now was present. The five rows of seating in front and behind this cat were all held hostage for 51/2 hours. We, when flying, accept that young children make lots of noise and that's ok but to be subjected to what about 40 of us had to endure was an act of torture. Maybe in the future Westjet could ask if I had a allergic reaction to cats before I selected our seats and if so seated me as far from the animals or maybe seating all non humans in a curtain section of the plane? Hopefully this complaint can bring policy change to Westjet and even though we wish your company further success there are other options for us. FF#[protected].

We are writing to express our extreme dissatisfaction and frustration with WestJet and how the trip of a lifetime turned into a stressful and very expensive four extra day stay in NYC because of WestJet. We are seniors (in our 60"s and 70"s) enjoying our first trip ever to NYC. Our return flight (see below) was cancelled due to a snow storm in NYC

Original flight was WestJet Flight 1213 Jan 5-Confirmation #SWTXAC LGA 4:55 PM to YYZ 6:39 PM
And Toronto to st John's YYT Toronto YYZ 8:00 PMSt. John's YYT 12:26 AM

When we went to print our boarding pass at the hotel we were unable to do so. We didn't know what the problem was until we Googled our flight and found it was cancelled. We had no notification that our flight was cancelled
We couldn't get hold of anyone at west jet that night of Jan 4th. We left a callback number to our cell phone time 3hours later our call was returned. We had a 50 minute (for 6 days) cell phone roaming package and we were on hold for 1 1/2 hours.

Next day 5th Friday we spent all morning attempting to contact West Jet (more roaming charges) when we finally got hold to an agent he said that there was nothing West Jet could do for us. It was an act of God and they (WestJet) were not responsible. I explained that we were seniors with usual health concerns as well, and we wanted to know what West Jets plans were to get us home.
The WestJet rep said that the only flight was for Monday (this was three days later. He said there would be no West Jets flying out of New York, JFK, Newark or LaGuardia until then.) We asked would there be alternate airports or alternate destinations (Montreal, Ottawa, Halifax ...anywhere) or alternate Airline (that may partner with WestJet as we knew other flights were flying in and out of LGA as our friends were booked and confirmed to fly home) He reiterated that there would be no WestJet flights flying until Monday Jan 8. We considered the possibilities of other airlines or trains or busses to Toronto as he said that if we could get to Toronto, WestJet would get us home to Newfoundland.

We explained that we were desperate to get out of NYC.. We were looking at Friday, Sat, Sunday in hotels + Meals in NYC. He assured that if there were any changes or any other way to get us out they would let us know, but as it was an "Act of God" and that West Jet was not responsible and it was just bad luck.

Although we were told that West Jet was not allowed to land at LaGuardia on Sat 6 or Sunday 7th, when we checked this out on return to Canada, we found that in fact flights did fly in and out of LaGuardia on Sunday 7th when we checked back the west jet agent said he would check what happened and let us know. Although we had an email JAN 5 saying that we were booked for WS 1213 Monday LGA to Toronto at 4:;55, we still phoned and the agent said we were booked for Monday 8th, but no flights were in or out, however they would let us know if other flights were flying. That was not true as these flights were flying.

WestJet 1214 Left Toronto 19.30 Jan 7 Arrival: 7 Jan, 2018 Scheduled: 21:02

West Jet 1207 LGA to YYT Departure: 7 Jan, 2018 Scheduled: 11:55 Arrival: 7 Jan, 2018 Scheduled: 13:36 Actual: 13:18

West Jet 1200 Toronto to LGA Departure: 8 Jan, 2018 Scheduled: 07:05 Arrival: 8 Jan, 2018 Scheduled:08:42

West Jet 1201 LaGuardia to Toronto Departure:8 Jan, 2018 Scheduled:06:10 Arrival: 8 Jan, 2018 Scheduled:07:45

2018-01-07 WJ1213 LGA to Toronto arrived 15 minutes late

On Jan 7 I received an email confirming flight and we printed our boarding passes. On the morning of January 8 we received an email saying that our flight was cancelled and we were booked on flight WS 1213 on the 9th.

Later that same day we received an email that our flight on JAN 8 was changed WS328 from Toronto (YYZ) to St. John's (YYT) is now departing Monday, January 8 at 9:40 PM. We left a scheduled tour in NYC and rushed back to our hotel assuming that an extra flight had been added for that day. This was an error obviously as we were not scheduled out of NYC (completely ruined our day though)

When we got to the airport for our flight on the 9th we had to wait for over an hour in line to check in (we were first in line) Apparently there were no West Jet personnel at LGA and they had to bring in workers from JFK and they could not log into the system with JFK login passwords and they couldn't check our baggage in (they had to do it manually) All very stressful and unnerving for seniors.

We had to incur 4 extra days of hotels and meals (very expensive over $1, 200 ) in NYC and in addition On our return home we had to an additional 4 days extra days parking rates at the St John's Airport

We are very disappointed with the way were treated by WestJet. We felt no effort was made to get us out of NYC. No consideration was given to 2 seniors with monetary concerns as well as being nervous and we found it all very stressful. We felt that we were given misinformation about flights in and out of LGA. We were left on our own with no reassurance that any effort was made by WestJet to get us out of NYC.

Prior to this flight we were very happy with our service with WestJet, which is why we booked your airline instead of Air Canada which was slightly less expensive (YYT to Montreal to New York City). This was an expensive flight (we paid over $1500 and we travel to Florida for less money)
Having said that we are very disgruntled with the way we were treated and feel we should be compensated for the extra expenses, stress and inconvenience we had to endure.

On your WestJet page Re Service disruptions you state:
"Some delays may require WestJet to re-accommodate you to another flight to minimize the impact to your arrival time. If your flight is cancelled, we will re-accommodate you on to the next available WestJet or WestJet Encore flight. For circumstances where our re-accommodation options do not meet your needs, we will do our best to offer you other options available to help you get on your way."

In our opinion it is easy to publish statements that appear sincere… In our experience this is not adhered to in practice.

Ruth and Jim Hart
[protected]
[protected]@gmail.com

This all started back in the summer of 2017 when we booked a direct flight YOW-FLL return for a Holiday cruise. In Nov they cancelled that flight & rebooked us at ridiculously early & inconvenient time. Working with an agent, we rebooked YOW-YYZ-FLL & return at an acceptable time.

Flight day arrives on 22 Dec & we are checked all the way through YOW-FLL. Pearson terminal 3 is not the most agreeable place to spend time - at best it is exceedingly noisy and chaotic. There was supposed to be a 2-hour layover in this place before we board flight for FLL however due to a change of gate in YOW and altered departure, we only have 70 minutes to clear US TSA & Customs amidst a very large crowd! Only by the good graces of some of our fellow passengers (dare I say travel-victims) do we somehow get through this mess and get to our gate - late.

Flight to FLL departs, however the luggage doesn't arrive with us. After much more WestJet apologizing (these people must be very good at that), a very helpful agent finds our bags - back in YYZ - they never left the airport! Next day, our bags arrive & while waiting for them at the airport, our cruise line takes pity on us and gives a free transfer to port from FLL - Merry Christmas.

Returning home on 6 Jan - flight from FLL-YYZ was uneventful - actually nice and short given that we departed FLL late. Get into Pearson around 1630 hours and as we're clearing Customs we notice that WestJet arbitrarily cancelled our connecting flight home - simply cancelled. No explanation, nothing. So we try to get another flight home and they already booked us for a flight at 1400 on Monday - 2 days later! Completely unacceptable and we told the agent so. After apologizing (these people get a lot of practice doing that), she says there's nothing that can be done. So we ask for her supervisor and where our baggage is now that the flight is cancelled. A series of confusing statements emanate from her, none of which we understand. Apparently the bags were going to be held for the rescheduled Monday flight, which we weren't going to be on!

Now we escalate the whole matter to the manager on the floor. HE starts apologizing and says there is nothing that can be done about the cancelled flight or rebooking but maybe he can find our luggage for us. So, he assigns an agent to escort one of us to chase down the luggage behind Customs locked doors behind the scenes in Pearson. After at least 8 different answers from 4 different people and over an hour & a half of traipsing all over the airport, we finally get the luggage.

So, now we have our bags 3 hours after our arrival and decide to rent a car to drive home. They (Budget) saw us coming and the rental cost almost $400 plus gas.

I get a reminder email to check in for our (supposedly cancelled) Monday flight to YOW on Sunday morning. OK, we call WestJet to cancel the reservation and confirm with the agent on the phone that a refund for the unused portion of the flight will be forthcoming. That agent says to wait for the Holiday rush to deplete before calling for the refund and suggests after mid-week (10-11 January).

We finally get a call through to them on 15 Jan and are refused outright a refund - not company policy says the phone agent. After much conversation and explanation, we escalate to the supervisor. Same story - no refund. We were assured by WestJet people all over Pearson that a REFUND was definitely available but they changed their tune once we got out of their face.

They are supposed to give us a credit for flying with them - as if that will ever happen! If this does appear on my "statement" from them not sure what to do about it. Maybe some charity can get better service from this airline than I ever have.

Whatever trust we had with this airline have evaporated and will not return any time soon.

To Whom It May Concern:

My wife and I had our flight #3251 from Calgary to Edmonton on December 30th, 2017 cancelled after a late boarding, then 4 hours sitting in plane on tarmac. Apparently you guys ran out of de-icer. We were then redirected to get our luggage and go to West Jet desk to rebook for another flight. After 5 hours of standing in line to get to the desk... we were rebuked for a flight at 11:30 PM. Got into Edmonton at 12:30Am. Had to get a room, plus meals as we still had a 6 hour drive to get home. Missed a days work!
Not sure how you want to handle this, because I am not at all impressed!

Sincerely,
David Craig

PS Would be great in these situations if staff went around to people travelling alone and allowed then to go to the bathroom without worry of loosing their place in line, or having their luggage taken away cause they had to go to the bathroom! Lady behind us had to ask total strangers to watch her luggage so she could use the bathroom and not lose her place in line!

To whom it may concern,

Date of incident is December 11, 2017 at 19:40. My flight number is 199 by WestJet Airlines. After an hour delay, I proceeded to board the plane from YEG to YVR. My complaint begins and ends with this one individual only. Since I was unable to attain her name, I will be physically describing her. However, it should be easy for the Complaint Board to track down this crew member as she was suppose to get on the 199 flight (original departure time: 19:15pm); (actual departure time: 20:00) but was asked not to board by the captain. The woman is caucasian, tall, skinny, long blonde hair, in her late 40s or at least somewhat mature. She scanned my boarding pass and checked my ID. I pointed to my husband stating that he was coming. He was visibly walking towards her when she literally barked at me: "keep it moving", "you need to go now, the doors are closing". I paused, shocked. My husband is trying to show her, his ID and she ignores him, only to order me to leave my husband behind. I've never felt such hostile manner. Her job is about customer service so I was blown away. My husband and I ignore this and walk into the plane and take our seats perfectly on time as others were still getting seated. This woman came into the plane and sat in the empty seat of 6D beside my husband and demanded an apology from me and him. I was perplexed to say the least. I'm 6 months pregnant so the first thing I said was "I have a baby, I'm pregnant, I'm asking you to stop talking to me". I've always had pleasant interactions with the air crew but this is unreal. She was demanding an apology for absolutely nothing when I told her "this is harassment". It absolutely was. To chase us down inside the plane, take a sit next to my husband and claim that "the plane would not be moving unless I gave her an apology, or else we would have to get off the plane". Then she demanded my husband for his ID as she she threatened to put his name on a rejection list for flying as she repeated "I'm going to black flag you from flying with WestJet". This was absurd. I literally had to put my hands on both my ears to not listen to anything this woman was saying. I don't want to stress when I'm pregnant and already being anxious of flying. A nice crew member who was a female (short hair/bob style, red) walked up to her and told her "off". Then the harassment lady told us "you hear that, get up, get your stuff and get off the plane". But the nice woman wasn't talking to us. She was talking to the abusive blonde lady. The captain at this point was watching everything from the front, we weren't far at all, as I was sitting in 6F. The verbally abusive lady walked to the plane door where people enter and exit as the captain and other witnessed crew members were discussing the situation. You could hear her yelling from there as she screamed "it's either them or me on this plane". The sweet red head crew member came forward to our seats and apologized sincerely on her behalf and let us know that she wouldn't be on this flight as she was scheduled to be due to her "escalated manner". I have attached a video demonstrating the red head crew member letting us know that the blonde woman would be staying back and we would be on board as discussed with the captain. We are good clients of WestJet. More than anything, this was an attempt to overexercise her power by trying to literally kick me and my husband off the plane. When we were not a threat to the safety of the plane, nor to the cabin crew, nor to the passengers. I'm just a pregnant woman, tired, wanting to go home. This is the first time I'm making a complaint about anything in my life. Furthermore, the red head lady advised me to "write it in" because she said that earlier to our incident, the same verbally abusive woman was trying to not let a family onto the plane because her daughter had a food allergy. I mean to hear a crew member state that the blonde woman had 2 negative and hostile incidents in 1 flight, it speaks a lot! My desirable resolution for this complaint is for a supervisor to directly speak to her about her ill manners with clients. This is a customer satisfactory field. If she is unable to deliver polite customer service, she should be terminated. And I want proof that this conversation did indeed happen with her.

Flying from Calgary to Cabo Dec 10

A group of 6 of us paid WJ 25 dollars each to handle our baggage

After arriving in Cabo we wait around the luggage area for our bags for an hr in that time no one from west jet
After an hour an air port official shows up and explains there is no luggage for over half the flight

This is a direct flight and you are in charge of our luggage
Getting to your holiday resort with no shoes or beach clothing is a waste of time
Very disappointing with WJ knowing that we had no luggage and they didn't announce it on the plane and or gave us the option of not flying that day