WestJet Airlines
Reviews and Complaints

I, Dr. Anne Braun, my daughter, Jillian Wyman (both on reservation #RBIBSX), and Dr. Catharine Hanley (reservation# ZPPEJN) were scheduled to leave Aruba at 3:00 pm Sunday Aug 27, 2017. We were on the plane by 2:30 pm. At 3:30 the pilot announced that the flight was cancelled due to mechanical reasons and that were had to deplane. At that point they did not know what the plan was regarding rescheduling. We disembarked without any crew members and found ourselves back in the arrival lounge and then in the baggage area, again, without any direction from either WestJet or ground crew. We had no idea of what was going on. After approximately an hour after inquiring at an information desk we were told that we had to reclaim our bags. Other passengers then heard that we had to return to the building where we had checked in hours ago to get hotel vouchers. At no point was there any formal announcement made and it was total chaos. we then endured another 2 hour lineup to obtain our voucher and $15 meal vouchers that were only valid at the hotel where we were being housed. We were told that our flight was now rescheduled for the next day Aug 28 at 16:30. We were transported to the hotel by bus and finally arrived at 7 pm. We were not given any information about transportation back to the airport at any point.
The hotel provided was lovely. Unfortunately the only restaurant that had anything close to $15 was jammed so we had to eat at the next cheapest one available where the salad bar alone was $29.95 USD plus taxes and gratuities (see receipt excluding alcohol). We had to take a taxi on the 28th to the airport for $18 USD ( receipt attached). Two of us had purchased duty free the day earlier which we could not take back through security.
We were told that WestJet would give us each a $200.00 voucher. I am the only one of the three of us who has received any emails from WestJet. The first one indicated 150 WestJet dollars deposited into my account and the second email said an additional 100. It then said that I had a total of 14 WestJet dollars which clearly doesn't make sense. These emails were from Mike Byron. Regardless, all three of us lost a day of work. Two of us are physicians and have staff to pay as well as an office to run and the other is an occupational therapist. This caused stress to all of us and hardship to all of our patients as well as significant loss of income that this compensation does not begin to cover. What would be reasonable in these circumstances given WestJet's commitment to customer service is compensation for the out of pocket expenses and a roundtrip flight within North America and the Caribbean for each of us. I would like to commend the crew specifically Elizabeth and Jed on the return trip for their great service. I think things at the time of cancellation should have been better handled as we were all very frustrated and perhaps this event can serve as a learning experience going forward. My email is [protected]@gmail.com ;other emails are [protected]@cbi.ca [protected]@rogers.com I hope to have this issue resolved to our mutual satisfaction as I do choose to fly WestJet where possible.
Sincerely Yours,
E Anne Braun MD MSc FRCPC FACP Associate Clinical Professor McMaster University

TO Whom It May Concern:

I would like to express my frustration and unpleasant experience with WestJet. I've traveled around the world a lot (business and personal) but I have never come across such poor services provided by your Call Centre.
I was supposed to fly to Turks and Caicos for my b-day on Wed, Sept 13th with Westjet. It turned out that all Wed flights have been cancelled. I called to follow up and see what could be done so my b-day party (including 30 people, thankfully not flying with WestJey) is not ruined.

The agent was not helpful, they just wanted to reimburse for the ticket, which I didn’t think was fair, given that I booked my flight in 2016 when prices were way lower. After spending 4 hrs on the phone on Saturday - Aug 26th (please have a look at my file to confirm, all details should be there) - different people hung up on me multiple times -I was trying to call back and was put on hold for 1hr ever time - I was told that I am put on a different flight. This time the flight was not non-stop, there was a 3hr layover - which I wasn't happy with, but I was not given a choice.

Moreover, Tracy from your Call Centre left me a voice mail saying that I will receive an itinerary the same day with all details. I never got anything from WestJet the whole weekend. I called WestJet on Monday to follow up, spent another 1hr on the phone. I talked to Debra Turcios (G59) who did not provide any details regarding my flight. She said Tracy is the only one that has all the information and she was out. To me this looks like a big operational risk – not able to provide information and not having a back-up when someone is away sounds ridiculous? Then, I was transferred to a gentleman who told me that he cannot do anything and I have to contact American Airlines and get the info myself (totally different from the voicemail left my Tracy)

So it’s been 2 days and I still have no clue when I am leaving.

I am writing this e-mail to share with you that I am very disappointed with the service provided by WestJet, the attitude given by the Call Centre and the enormous wasted time. I don’t see myself ever purchasing a ticket from WestJet again after this experience or ever recommending WestJet to any of my colleagues or friends. I personally do not think that this is the way you should treat your customers or operate your business.

I flew on West Jet on July 28, 2017 from Kamloops to Calgary to Seattle to Sacramento. WS3116, WS6364, and WS 7494. WS6364 had changed its flight time. My itinerary (issued March 22) showed departing Calgary at 6:30. The flight changed to depart Calgary ...around 7:30. I don't remember exactly now. It wasn't the biggest deal, as I still made my connection, but I was not informed, and thought I was late (as my first flight was late) and was running with my 2 year old in her stroller + our bags so we wouldn't be late for this flight. Only to find out it was "on time" at another time. I was unsure that was the correct flight and searched out help to make sure. Notification would have been nice.
On my return trip, on Aug 5, my itinerary was for WS7495, WS6365, and WS3241. WS7495 departed at 10:10 am. I got up at 4:30am to get ready and drive from Tahoe to Sacramento (making my 3 friends get up as well, as I had the earliest flight). We arrived shortly after 8:00, and when I went to get my boarding pass, it was for a different flight (WS7493), leaving at 12:30. That flight made my connections, and I would have happily taken it (I did take it - I had no choice) but I was not informed! There was no email, no phone call, nothing. Others were being offered a voucher ($500 I think) to switch flights because WS7495 was full. I feel I should have been informed, and since I was not, I would like something (travel voucher would be nice) to make me want to fly with West Jet again.

Dear Sir/ Madam
I was suppose to fly on Wednesday 9th August @ 1:35 with westjet from Gatwick, it was a long day of travels especially due the fact I had to travel from central London to Gatwick.
Our flight was delayed after we had boarded the plane due to a technical error as the captain had a problem with his radio and oxygen mask - not entirely sure on the accuracy of this information.
It could not be fixed, so we were let out of the plane with a meal voucher, a few minutes later we received the meal voucher we were then instructed to board again .
And then a passenger did not return, so his luggage had to be removed .
Then people consumed their duty free on the plane which apparently is not allowed.so they were removed from the aircraft as well as their luggage.
The flight was cancelled at 7pm, we were told to get a voucher to stay overnight, I only reach my hotel at 10:30 after waiting in the queue for 3hours . It was exhausting. I then received an email to rebook my flight, I waited to speak to an agent for 1.5hours due to call volumes and eventually booked my ticket for a flight 48hours later and went to bed by 1:30am .
This was absolutely a strain on my physical body and could have been handled with a much better and organised Strategy.
People should not have been able to go out of the boarding gate, this should have avoided the passenger not returning, some could have bought sandwiches for the people flying instead of being given a meal voucher and the wait for a hotel voucher could have been handled better . I'm very disappointed in your service as a provider and feel like most of this was unnecessary, I accept the fact that we could not fly due to safely reasons but this situation could have been dealt with more effectively .
I understand your terms and conditions and thereby request a refund as I was attending a course that was starting on early Thursday morning and only arrived at 6:45 pm on Friday, I have paid over 2000 dollars on my course with no refund policy and have lost out on my course due to the delay in flying .furthermore my flight on Friday was delayed by 1.5 hours .
I await your response
Many Thanks
Yadiksha Hari

On August 6th 2017, My daughter, cousin, mother and I planned on taking a flight to st. Maartan for a weeks vacation. Our flight was 9:30 a.m. We received buddy passes from my cousin who works for west jet and we checked in 24 hours before our flight. Unfortunately, the flight was full and they only had one seat. The gentleman who was working as a west jet ticket agent was talking to his co-workers and failed to tell us that we weren't able to get on. So I went up to him and asked what is going on. He was extremely belligerent and rude. He said there's no room. I was disappointed and instead of apologising, he yelled at me and said what do I expect we have buddy passes. I couldn't believe he was talking to me in this manner and I told him he was be very rude. Then he told me I was being rude and he walked off and boarded the plane. I then asked the other ticket agents for his name. They told me to wait a minute and they were doing something on the computer. It was quite obvious to me that they just didn't want to get their coworker in trouble. My mom and my daughter said just forget about it and we proceeded to get our luggage. We asked the customer service rep when would our baggage come off the plane and he responded it would come off in about an hour. So we waited for an hour but no baggage. Then I proceeded to the counter to ask another customer service rep about our luggage and she said that it was taken to St. Maartan! I couldn't believe it! She said that it would probably be back this evening at about 9 and that west jet would call us to see if we wanted it delivered. She took my information and gave me a delayed baggage receipt. The customer service with at the baggage counter was professional and courteous. (The file number for my baggage was YYZWS00731881). She said the baggage will be back tonight if I wanted to pick it up at the airport. I was relieved! When we came back, at approximately 11:00 that evening to our dismay, our luggage was not there. I couldn't believe it! Initially my mom and daughter went into the airport and dealt with customer service and when my daughter came back, she was crying because the customer service rep was very rude and they said our luggage is still in St. Maartan. So I went in to customer service area for baggage and I spoke to young man, I tried to explain my situation and he kept interrupting me. I said please don't interrupt me because I am very upset. He said to me, "I am trying to explain what is happening" at this point he was becoming very loud. I told him this is what the other customer service rep said earlier. He told me she was wrong. He said that the baggage came and then was taken back to st. Maartan because we weren't here to claim it again he was very rude. I was very frustrated and confused. At which point, Janis the manager came out and asked me what it is I would I like. I explained the situation. She apologised for the inconvenience, her id is 232109. (She was polite) I told her that we are flying with another airline and I want to make sure our luggage doesn't come back to Toronto. She assured us it wouldn't come back because she sent an email to ensure it doesn't come back. I asked her for paper work. The following day, I went back to the west jet counter to make sure it was staying in st. Maartan. It was the same agent (22903) that looked after before. She said she would make sure our luggage would remain in st. Maartan. I asked her for a print out of the email as evidence and she said "no problem" and printed it out for us. This was my first time flying with west jet and I've never experienced such rude customer service in my entire life! I am very patient but this experience was beyond my comprehension. I couldn't believe the misinformation and rudeness. I've never complained about customer service but I had to address this because this poor customer . My name is Kelly Gibson and my phone number is [removed] and my email is [removed]

Hi, I am complaining about the cancellation of our westjet flight num 3411 on Aug 11 from Quebec to Toronto.
We have been communicated about the cancellation via email very late, when we were already at Quebec airport, after chek-in was made and a fee of 25$ per person was paid for baggages. Unfortunately we could not change our flight on the next days because we had a connection flight from Toronto early the next morning, so ee had to rent a car and drive 10 hours from Quebec to Totonto. Unexpected last minute car rental has been paid 765$ with Hertz.
Our Westjet reservation name was Francesco Lanzani for 3 persons (mr Davide Cogorno and mss Elisabetta Bella and Annalisa Vitali).
We are asking at least about refund of the extra costs we have paid for car rental (765 $) plus 70$ of gasoline and the hotel we had reserved fornthe night at Toronto airport but we missed. It all has been very unconfortable because we have risked to ruin our holydaus due to that westjet unexpected cancellation. Wait for your kind replay about refund procedures, regards
Francesco Lanzani
[protected]@gmail.com

Dear Sir/Madam,
I am sorry to be writing this complaint letter to the West Jet Company.
I reference code is NIBDYX travelling from Piarco Airport Trinidad to Calgary with one connecting flight .
My flight WS2337 was supposed to have left at 0605 but was delayed significantly. On arrival at Pearson airport I was late and needed to ask around as to the location of the customs check point as there were construction work taking place around the areas where I had to enter. There was a long queue on my arrival. I eventually made it through. In proceeding to the gate of my connecting flight I heard a call stating that this is the last call for flight WS 663. I proceeded to run towards where the gate was located. Asking individuals as I went along. I was then told I needed to take two sets of escalators in order to get to the gate. I stopped to get an elevator which did not come so I proceeded running.
I then fell with all my stuff strewn on the floor which I had to gather and continued on my journey towards the gate.

I arrived at the gate 2B at 1344 no one was present but later a female came out. Asked her if the flight had left as the previous location was far away. She said yes and commented that everyone else from the flight that I just came off are on board.

I felt let down by her comment knowing that I had just made an extensive effort to get to the gate on time. She then checked me into a later flight which was at 1705. No information was offered regarding my luggage and then realised when I got into YYC my luggage was in a corner indicating to me that it was not taken off the flight which I missed.

I was very happy to have been able to get onto another flight on the same day. However the process could be improved

My recommendations:
1) That attendant's receive customer service care training
2) Whenever passengers are on a flight which is delayed and have to pick up a connecting flight that they have someone or documented instructions as to how to get to the gate for their connecting flight
3)Information to be relayed to the individuals who are at the gate for the connecting flights
4) Improved communication processes
5) Have a few minutes delay on the connecting flights to accomodate the passengers who might not be as quick. It was NEVER the fault of the passenger to be delayed but West Jets therefore some responsibility should be taken for the delay.

I noted that the flight prior to the one I boarded (WS665) waited 10 minutes over for their other passengers who were delayed. Could this not have happened with the flight that I missed (WS663)?

Looking forward to hearing from you soon
Maurica Chablal

Hello

I recently travelled from Dublin to Vancouver with 2 stops. First of all my suitcase went missing in Vancouver it never came from Toronto Pearson airport at all. I waited over an hour for the next flight on the off chance my suitcase would arrive and it did. The 100$ voucher was taken off me and instead given a 100$ voucher to travel with westjet again. I dont think i will be travelling in the coming months and really i would have preferred to have had the $100 voucher to buy toiletries as if I didnt wait for the next flight I may not have had my stuff that night. Aside from this my real upset is that my suitcase has had the casing around the pull up handle battered and the material all ripped across the back of the suitcase. It was my parents suitcase and they are not happy that it had come back in such a battered condition. I can deal with the dirt and stains which it got from being thrown in with other cases but to have it returned to me broken and ripped is not good enough. It is unusable now. This has never happened to me before with any other airline. Can you inform me of what can be done about this?

Regards
Tracey Carney

Hi there,

I am so sorry to be sending in a complaint, however, cannot understand the customer service given to my husband this morning on a flight (5 am) from Las Vegas to Toronto. My husband, Colin R Simon, travelling with our little dog Benji could not board a flight to Toronto because the customer service agent in Las Vegas would not accept Benj's travel document on the phone. She wanted a printed copy and turned both away. Could you explain to me why in 2017 this happened, why would you not accept the document via phone? My husband could not find the paper copy of the 'Rabies' document, however, had it saved on his phone. He has now lost his flight and had to return home also had to rebook another flight to Toronto later today August 13, 2017. My husband lives in Las Vegas and I in Toronto, we both travel frequently - we like West Jet and thus one of the airlines we consider using. With this incident I have to wonder about the organizational culture - how are customers treated when they are in need.
Why wasn't the customer service agent able to provide some sort of common sense and/or empathy? The stress and duress on my husband the our dog being turned away. With so many airlines competing for business I have to wonder, should I still be considering West Jet for future travel? We travel on an average ten times yearly. Would you use this airline if this was you? Please provide me with an explanation, appreciate.

I, Satie Narain-Simon, spouse lives in Toronto and can be reached at [protected]@gmail.com. My husband's email is [protected]@gmail.com.

I am weighting you in regards to flight Westjet flight 244 reservation code :gwsdpn. this flight was delayed over 20 minutes to leave Toronto only to be relIed again due to fog by 2 and 1/2 hours. I was given no help with information at the Sydney airport. actually hastled by an older gentleman who was the only person to try and answer my questions with no help at all. fortunately that was a younger woman working with him who did provide the little info that she did know regarding this flight. i changed my flight preference from air canada to west jet over a year ago because of west jets exelent service and advised others to do so as well. I expect compensation for not only the two delayes of hours that accumulared for over 3 hours but also for the way I was treated at the Sydney airport regarding the assistance with this flight status. if you need further details pertaining let me know. Thank you Adam B MacDonald

2017-08-09 7.00pm

My wife, child, sister-in-law and mother-in-law have booked flights to New York for 7.30pm departure. All the baggage cleared except my daughters car seat. They were given instructions on where to go an retrieve it and followed through. West Jet staff decided to tell my family that it's not in their power to find the baggage that it's customs responsibility, also told them they cannot board the plane. This is unprofessional, unacceptable and inexcusable as a franchise. The car seat got found @ approx 7.40pm that's 10 minutes after departure time. How is it possible that 4 empty seats on that flight aren't accounted for?. Zero compensation for a extravagant mistake, and my daughter is hungry tired and depending on that car seat so she can leave the New York Airport. This is beyond business, more like a fish market.

Hello,
We have not received our baggage at the airport and we were quite surprised. When we talked to the customer service, they have informed us that only 1 out of 3 of our bags that we have were actually boarded onto the plane and the others were left in Edmonton. Today we received another bag but for some odd reason, one more is still missing. The bag with a tag number, "WS079261" is still missing and we would like to have it as soon as possible. Please fix this issue since we require this luggage ASAP!
Thank you,
Have a good day.

First of all, our flight from Toronto to Charlottetown on Friday July 21 was delayed, apparently because of a New York flight. But the delay kept increasing. Then we get on the plane and as we get close to PEI, there is a storm. After flying around for some time the pilot finally tells us what is going on and that we will fly around for half hour to see if storm stops. Well that went on for approx 2 hours before we landed in Moncton. Family was picking me up at Charlottetown and had no idea what was going on because they announced that a WestJet representative was going to come on and guess what one never did! We sat in Moncton not knowing what was going on and actually had my family text me to tell me before th pilot did! Then back to PEI and finally land (although funny an Air Canada flight managed to land when we were flying around) then off the plane, nobody there to tell us anything! Then the following Friday my sons exact same flight was to come in and it too was delayed because of New York! Really? So as we waited for them for hours they were not even informed of delay prior to arriving at airport! Now as we all sit on plane to go home, we find out oh guess what? You need to sit on here for an hour and a half (so far) as inclement weather! I realize weather can not be controlled but I even knew about the storms in Toronto before we boarded so why board us?!?! Then the very rude stewardesses say we can purchase (seriously) a tablet! Gee thanks! And as my fiancé said these should be free they were very rude and unprofessional with their response! So disgusted in your airline and the way you have handled things! Three Fridays in a row, three screw ups! Not impressed at all!

On July 25 2017 I decided to book a flight to Ottawa. We are planning to go to Grey Cup in November. I wanted to use my companion voucher as well as my West Jet rewards dollars. I had enough to send 3 of us to Ottawa. I tried to do it on line. After I was done, I realized that my MasterCard was billed for the entire amount. So, I decided to call to straighten things out. I had intended to use my rewards dollars to pay for it all. I felt that I didn't want to lose the seats because there were only 3 left at that price so I let it go through and felt that WestJet would be happy to straighten things out if I called. I called the 888 number. None of the options were related to my problem so I just pressed 3. I felt that I would be directed to the proper person. I was put on hold for approximately 15 minutes. Finally, after listening to elevator music and the same joke over and over, I got to talk to a person. She said she would transfer me. More elevator music and the same joke about what Grades a Canadian gets. Finally, after about another half hour, I talked to a person. ( Keep in mind that I was doing this hands free on my vehicle because I am a building official on my way to an inspection). I explained the problem to the person. I think, based on her reply and how long it took, I felt it may have been her first day on the job. I was patient with her because I've been self employed all my life and understand that people have to learn and that I would just have to be patient. Finally, she told me that because I was booking for 3 it wouldn't allow me to use my voucher. I could only book for 2 and then book the third separately. At this time, I had arrived at my destination. People were waiting for me. But, I didn't want to go through this again so I asked my clients to be patient. They were very understanding. Well, getting things changed was more painful than pulling teeth. I had to give my MC number 3 times. I had to give my address 3 times. I had to give my postal code 3 times. By now, my clients were very upset. When everything was over, I thought that things were settled. When I received confirmation, I noticed that only approximately $400 of my WestJet rewards dollars were used and that the rest was charged to my MC. I felt that I would have to call again to find out what went wrong. But, I wanted to wait until I found out what happened with charges to my MC. Well, today, I got an email from WestJet suggesting that I may have double booked. Now, I'm fuming! I don't get upset easy. So, about a half hour ago, I called The number that was given me. All the email stated was call the same usual number. I called it. I didn't know what extension etc. Guess what? I'm currently on hold. The total experience has been around 3 hours and I still don't know what's going on. I'm not happy. I've always flown WestJet because you were better that Air Canada. Not any more. Did you become unionized? Sure seems like it. My name is Reg Churko. My number is(306) 728-7692. My email address is [protected]@sasktel.net. Please contact me.

We got in on July 25th at midnight with my family that included my two children. There's only a few people on the flights and there was not much luggage we waited until the very end to collect the last piece of luggage and it didn't return I went up to the customer service in yvr and did a complaint and they said that they would look around and considering that it only just came from Calgary to YVR that it should be here by today the 26th. Well today I've called and emailed all day and there is nothing and I keep getting people telling me that considering that it's just in Calvary but it should be here by tonight well guess what tonight there is absolutely nothing and in that luggage was all of my summer clothes my shoes for work my makeup for work and everything else that I needed. 5 tomorrow I will keep calling and hoping that they will have my luggage but on the great side they gave me a whole $100! RIGHT!

December 19, 2017 direct flight from Fort Lauderdale was changed this week...to a one stop flight via Toronto!
Therefore a much longer flight!
I book early to buy the seat I want and have a direct flight.
Yes I could get my money back...but this whole transaction was so inefficient. I was over an hour attempting the cancellation and had to deal with agents in two different countries and listen to poor audio music quality while on hold.
However not having any direct flight from a Fort Lauderdale to Montreal is unacceptable.
You have now lost two frequent travellers who have always tried to be loyal to Canadian companies.

On July 9th, 2017 my daughter and I were leaving for a 3 night WestJet vacation to Las Vegas. My son was to be married in Las Vegas the following day.
We were leaving from Toronto, although I travelled through Porter Airlines from Timmins, On. to Toronto as WestJet doesn't fly out of Timmins.
The flight to Vegas was to leave in the evening and we arrived at the airport on time and waited the few hours before boarding.
After an hour of flying, we were told we were "turning back because it was better to be safe than sorry" ?
So after waiting for hours in the airport, then 2 hours of flying, we were back where we started.
Shortly after, we were informed that we would not be flying at all that evening but would fly early the next morning. I was also told that I could not receive a Hotel voucher as I was consider "local". (Timmins is a 7 hour drive) I had already told the airline staff that I came from Timmins.
We were told to contact their customer care office after midnight.
We called and waited approx. an hour and a half to get through.
Luckily we called before midnight, as the recording stated they were closed at midnight, but I assume since we were on hold before midnight they accepted our call. Very little was resolved except the polite agent informed us that she would refund our lost night at the Hotel in Vegas, but any further resolution would have to be handled by another dept of WestJet.
We finally got off the phone at approx.1230 a.m and rested until about 3 a.m. in preparation to head back to the airport as we needed to be there by 5:30 a.m. at the latest.
After only a few hours of sleep, we headed back to the airport and resumed our travels.
By the time we arrived, we were both exhausted from the lack of sleep and the entire disastrous experience. I was really surprised that WestJet didn't even offer us meal vouchers to have breakfast while waiting in the airport for our new flight. I refused to pay $15 or more for breakfast but my daughter paid $20 for her airport breakfast. We also had to pay an entire extra day at the park and fly of almost $20.
The excitement and anticipation of our 3 night holiday turned into a 2 night vacation, with the second day of it ruined by sheer exhaustion and lack of sleep. This was my only Son's wedding day!
To top things off, the Hotel we were booked at, Planet Hollywood had a major flood the day that we were to arrive, and escalators were not working, areas were cordoned off, and the major restaurants in the Hotel shut down.
What a nightmare!
All in all, I was very disappointed with WestJet's Customer Service through the whole ordeal.
They should have done everything possible to accommodate their customers and make them feel as though they mattered.
We really only had one day of vacation where we were rested and able to enjoy our time. Two thirds of each of our vacation costs should have been refunded.
I don't think that's an unreasonable expectation for all we went through.
Nancy Ciupka

Hi,

Friday 21, Jul 2017
Partner Reference: GXBDAZ
Booking no (Air NZ) - ISFGNH

I purchased from Air New Zealand a return connecting ticket from Edmonton to Vancouver (WestJet WS141) and Vancouver to Auckland (NZ23), New Zealand for Friday 21, Jul 2017.

I arrived at the airport approx. 3pm to check into my connecting fight from Edmonton to Vancouver to Auckland NZ. I was advised by the front desk person that they couldn't check me through to Auckland NZ because your computer system was down and that I would have to collect my bags in Vancouver and check in at Air NZ. Also, because the computer system was down there was no guarantee as to when the planes would depart due to the computer issue. I advised that my flight for Auckland NZ departed at 8:15pm (terminal M) from Vancouver. And that I need to check in 2 hours before the flight. The front desk agent then spoke to the Manager regarding my situation and came back to advise me that there was nothing they could do and that I would have to catch the next flight out for Auckland New Zealand. At which point I advised that would likely be the following day and she advised agains there was nothing she could do. At that point I said that I would go to the Air Canada desk to see if I could book a flight out of Edmonton to guarantee that I didn't miss my connecting flight to Auckland NZ. I was very disappointed with the service from your agents. What I require so that I can claim insurance for having to purchase a second airplane ticket with Air Canada is a confirmation that your system was down because again the Front Desk agent could provice any information for me either. Please advise what other information you require so that I can send this through to my insurance company to claim back the cost of the additional ticket. Regards Judy Martell

This is the first time I use westjet and will be the last time. A few complaints:

1. Inconsistent messaging regarding visa requirement and poor quality of customer service agents. I'm a us permanent resident. When booking the ticket, no advice regarding a visa is needed. I searched online it said I don't need one. During check-in which is 24 hours from the departure, I was notified that a visa is required. Then the agent asked me to go to my passport issuer to get a visa. I said I never heard of such a thing. It doesn't make any common sense. What kind of service can westjet provide with such quality of people?

2. While debating with the agent, I went to the canadian government site to apply an eta. I got an email stating that they will respond within 72 hours. My flight is within 24 hours! I know this is not a westjet issue but westjet does need to advise the travel requirement when I booked the ticket!

3. Seat reservation fee? This must be a canadian invention.

Avoid the airline.

My name is Dawn Hart and I have a complaint for waiting 12 hours, missing a full day of my vacation and for a delayed flight that was due to West Jet partner's Delta’s airplane technical difficulties (the plane had some technical issues and required some special software to be downloaded and tested hence the flight delay) and poor management of passengers trying to get to their destinations. I am extremely dissatisfied with the way in which Delta dealt with me as a passenger, along with 16 other people who waited approximately 12 hours for a flight that was then cancelled. On July 9th, I arrived in Seattle at 6:30am via Victoria on WS6486 operated by Delta waiting to catch a 7:40am DL 5698 flight to arrive in San Jose, California at 10am. Announcements each 45 minutes to 1 hour were made to report a flight delay. I WAITED PATIENTLY to the instructions of Delta for approximately 12 hours and their agents believing they were doing all they could to get passengers on that flight. All other flights to San Jose were booked that day. The Delta manager rep came out only once to say we are doing all they could and although patients were watered and fed there was no official announcement that this flight would be cancelled only delayed. AT approximately 6:30pm myself, along with the remaining 16 passengers, who a majority were minorities by the way, had to plead with the Delta person/agent at approximately 630pm who was delivering water and food to those of us waiting to find out what was happening with our flight. This is absolutely unacceptable, we had to plead to her to help us find out what was going on and she was not working the gate. She made a call and that call verbally confirmed that the flight was not happening and then Delta proceeded to rebook flights and provide but there was no official announcement to publicly share with passengers that it was cancelled. We waited 12 hours! At this time we were rebooked on flights for the next day and set up in a hotel and given food vouchers. Delta called me at 11:55pm, waking me up in the middle of night, to offer me $100 cash for my trouble which was unacceptable.

This type of customer service is not what WestJet is known for. I booked with WestJet and your airline partner failed terribly at taking care of your client.

Why was there was no official announcement the flight was cancelled? Why did the manager not come back, why did someone not make a call early about the flight being cancelled and take care of re-routing all passengers? I overheard the agent mention to another gate agent, Delta did not want to pay for the hotels of the remaining 16 people. They did in the end, but why would that be said? I would like to be compensated for waiting those 12 hours, and missing out on day of my vacation in San Jose, California.

I would like to be compensated! My email address is [protected]@yahoo.ca for further discussion.