WestJet Airlines
Reviews and Complaints

Hi there,
I have a purchased a airline ticket for my father from Hamilton to Calgary. When I took him to the Hamilton Airport they told us Air Plane is full. They Put him in the different plane from Hamilton to Edmonton then to Calgary. He is 83 yrs old person with some health issues. It was very uncomfortable for us. His ticket number is [protected] and WS 585 on July 17, 2017 at 6:30AM. I want you return the money or issue the credit ASAP.
My Email address is [protected]@hotmail.com
Thanks
Manjit Dhillon
4302 GUildwood way
Mississauga, On
L5R 0A7
[protected]

Where to start? Our flight was delayed in montreal by an hour and 20 minutes so we missed our connection flight in toronto to los angeles. They bumped us to vegas and then proceeded to lose our baggage. We got a [censor] hotel and a 30$ meal voucher at the airport. And oh yea we lost 13 hours of vacation time in transit. Even when we got to los angeles westjet wanted us to fill out an application for lost baggage. We finally got our baggage back from american airlines who flew us from vegas. Never fly westjet again!

To whom it may concern,

Yesterday was a day I wont quickly forget. I booked with Westjet for my visit to England to see my family, when I booked online I had no idea of the atrocities that would await me on flight WS 22 YVR to LGW ! Since I am aware of the difficulty of having a specific diet/lifestyle I selected from the drop down menu provided, that I preferred the "vegetarian meal(no dairy)"! I had selected a vegan meal. I avoid animal products and am allergic to dairy. So I was confident that this is what to expect when I booked on the website. I had heard good things about wastage so I assumed that everything was going to go smithy.

Upon boarding everything went well, I found my seat after trading with a fellow passenger who wanted to sit with a friend. I was happy to oblige. It did dawn on me later that I may have to alert the hostess as to my change so that they could find me when it came time to receive my special meal. I hit the button for service and was ignored completely. So when the meal train came through I politely asked when I would be getting my VEGAN meal? To which the new trainee replied there is no vegan meals except for a small serving of crackers and hummus. I was shocked and explained that I had requested it on the website and it had been confirmed in my booking email. He asked for a receipt. I was at this point extremely hungry and feeling quite faint as id been counting on the meal all day after my 8 hour layover in yr from Calgary. He offered me Mac and cheese, ( I don't eat cheese!) So I began to read the ingredients of the crackers and hummus. To my horror, they contained whey powder( a milk derivative) I had been sold a vegan snack which contained milk products. It was $9 for this food and wasn't even able to eat it!
I felt dizzy and nauseous . The staff were completely unhelpful and made it seem like I was in the wrong.
To add to this my seat wouldn't lean back and I was freezing cold with no blankets or socks to stay warm I didn't sleep a wink with my empty stomach . I am thourouhgly disappointed with the service and would like a refund as soon as possible!

1st of all I flew out of kelowna on Saturday July 15 which was suppose to be at 1:50pm to Edmonton and as I got there at 12:00pm I was then informed that the flight was cancelled. I received no email or phone call on this. They moved me to a 430pm flight and I arrived in Edmonton at 621. Then I go to depart from Edmonton on July 17th for the 8:05 flight to kelowna. They then tell me that the flight is delayed and I won't make my Calgary connection to kelowna. So now I have to stay at the airport for 4 and a half hours to wait for the 11pm flight to kelowna. Again NO EMAIL OR PHONE CALL! why do you even bother getting that information when the flight is booked? This is absolutely ridiculous and I will never ever travel with your company again. I would rather take the greyhound bus then fly with u! I have better things to do with my life then sit in crappy airports. No food vouchers or apologies were even offered. You must think people are made of money

We were 4 adults and a 17 months old child suppose to flight from Toronto Pearson Airport on July 16 to Ottawa. I received a email telling us that our flight had been change to another timing. We were just leaving Niagara Falls. But after driving to Toronto and dropping off our rental car, . we were inform at the very last minute that our flight was cancelled do to the weather which was ok when we drove into Toronto. So when after waiting for almost two hours to get to the agent they told us sorry but you have to take another flight tomorrow. No help at all, let me tell you something it his unacceptable to leave us with a 17 months old child that needs medication standed at an airport. We all work so that mean all missing work having to find a place to stay, we had no transportation so finally, we had to book two rooms at the airport because it only had one bed each room at $305.00 each no taxes. So let me tell you that I am not impress with West Jet you should be ashamed to leave people's stranded like that. I want someone to call me and tell me exactly what happened cause has far has I'm concerned we at least need to understand why this happened. This his not my first flight with West Jet don't let it be the last. We should be compensated for this after all it cost us close to $700.00 for this.

Date of Incident (travel date) : July 2, 2017

Booking # : FJNBZG

Flight # WS1702

Gate: E79

Guest Name: Haulan Shih (with disability travelling with parents - Weijen Shih (Dad), Chiawei Shih (Mom) and requires assistance

Descriptions of Incidents :

Incident 1 -

On May 26, 2017, Mrs. Shih paid seat fees (CAD $42) over the phone with a West Jet agent and settled seat assignments for Haulan (6D) and Weijen (6E). The agent did not advise that Haulan should not be allowed to sit at aisle seat.

Upon check-in at 4:45 pm, July 2, 2017, a ticketing agent informed us that Haulan cannot sit in an aisle seat. Mrs. Shih contested and responded that Haulan flew frequently, both domestic and international, other airlines always placed him in aisle seat and WITHOUT FEES. The subject then got dropped and check-in was complete around 5:00 pm and we received boarding passes (6D, 6F, 5D). The counter agent then informed us that Eagle transfer machine will be engaged in on-board process.

On or about 8:00 pm, while waiting to be boarded, agent asked if it was alright with us to help the staff to do the manual lift since the Eagle's battery needed to be charged which would subsequently make further delay. We agreed. The staff then collected our boarding passes but returned them with additional for Haulan with seat # 6F, a window seat.

Puzzled by the two different seat assignments, Mrs. Shih consulted with one of the flight attendant, Christopher, and showed him Haulan's two boarding passes. Christopher checked his guest list and confirmed 6E for Haulan.

A minute later, a female passenger came up to 6D, indignantly claiming that the counter agent switched her husband from 6F to Haulan’s seat due to the rule that Haulan should not sit in aisle seat. With Christopher's acknowledgement, Mrs. Shih gave up her 5D seat to the man and sat in 6D, Haulan sat in 6F.

Incident 2 -

While collecting cups from passengers, Mr. Matty Kenley, the cabin crew leader, employee # 6260, accidentally spilled the drinks on Mr. and Mrs. Shih. An apology and a promised credit of $100 from Mr. Kenley was made.

Comments:
NEVER IN OUR LIVES, HAD SUCH A NEGATIVE FLIGHT EXPERIENCE SUCH AS THIS ONE.
In carefully examining WestJet's policy on Seat Selection, Mrs. Shih did not find any restrictions on seat assignment for passenger with any types of disability. Rather, policy clearly states that while traveling with an attendant, wheelchair seating will be assigned where pull-up armrests are present for better accessibility.
The staff had at least 3 hours lead time to take care of the Eagle's battery and made it operable.
In addition, there were at least 3 WestJet employees followed around Haulan by the gate and none of them knew how to lift or transfer. We, the parents, had to step in to complete the transfer.
As an international carrier, WestJet fails to train its employees to familiarize with the proper protocols in assisting passenger like Haulan. From the agent over-the-phone, to check-in and to boarding, none of them seemed to know what they were doing or saying. We flew Air Canada to Vancouver days earlier, and the entire booking-boarding process was smooth and staff was unbelievably friendly, helpful and EFFICIENT.
We paid extra for the seats and the WestJet charged our card with ending # 9609 for $42 CAD x .[protected] (exchange rate) = US$31.38 for which we demand an entire refund.
We are planning to visit Calgary and Toronto later this summer, but very discouraged to fly WestJet again. The $100 credit is useless to us and we request WestJet to pay that amount to us as form of reimbursement.

Hi My name is Kenishia Harris, I fly on your airline on the 27th from Moncton to Montego Bay Canada, I check two luggage while boarding the flight attendant ask can he check by carry on to my final destination, he took my carry on I ask for a bag tag he said all her need is just the bottom part of my ticket, my connection was in Toronto he never gave me a bag tag, when arrived in Montego Bay Jamaica was waiting on my bag they cannot find it, my bag have all my daughter graduation thing that is my first born and my son funeral cloth for his grand mother funeral, I file a case call back the next day and was told there was no case file I ended up file it again and get file number MBJWS00714654, that was the 27th it's not the 3rd of July and still cannot get my luggage I call in today twice the second time I speak with Kaithlyn at 3:54pm she was not helpful at all she said her number was 14858 I ask her for a manager and she also refuse, at this time I will be contacting my attorney and pursue with suing the airline, also I travel international and I was never told that my bag would be delayed, is that even legal to travel international without your luggage

Hello, My name is Yodanis Garcia Gracia, my phone number is [protected], my daughter flew at 2:30 pm from Cuba to Toronto, and when she got in Toronto she missed her connection flight to Edmonton and there's no a valuable reason, the flight was in time, and she was check in to enter the airplane in time too, but apparently she was put aside from the line and I don't know why, she gave me a call from someones's number to let me know. After my sister and myself tried to call several times to west jet because we did not know what was going on. Then she was supposed to take the last flight of the night, she was sitting in the airplane but one of the attendant decided to take her out of the plane because "she looked sick" but no doctor assisted her or anything. My daughter does not know any English, she is 14 years old, and she was left alone in the airport after an agent that speaks Spanish took her to an office and contacted me, and she slept in a sofa in that office, and I have no idea who was with her, and sleeping in a sofa? She is a minor! The solution I want is that west jet takes complete charge of the situation and the consequences that my daughter suffered and still suffering, I paid the ticket and expected to receive her tonight at 9 pm and it did not happen, she is spending the night in a sofa in a office with I don't know who. So at least I hope the company return to me a full refund and any further consequences that this situation could create to my daughter. Thank you!

Good Morning,
I always travel to Calgary with West Jet to visit my Daughter.
Purchase a returned ticket for 15 June 2017, returning on the 24 of June 2017.
Dorothi lopes Belliard
Departure Toronto, ON, June 15, 2017 flight WS683 8:00am Arriving in Calgary at 10:11am
Departure on June 24, 2017 Calgary INTL AB, flight 652 12:35am
Arriving in Toronto, ON 6:19am.
When I arrived at the Calgary airport, the lady that attended me said that I missed my flight and that my flight was at 12: 35 noon.
Now this is an insult to my intelligence. I know what is 12:35 am and what is 12:35 pm. She charged me 105.00 at the counter for missing my flight time.
Since when the person leaves at 12:35 noon and arrive at 6:35 AM on a flight that is 4 hour in duration? Please!
I want my CAN$ 105.00 back or you will hear from my lawyer and the television. Not to mention that I will not fly West Jet again.
I paid cash at the counter.
My phone number is [protected]
O appreciate having this matter solved as fast as possible.
Dorothi L. Belliard

To whom it may concern,

I flew with my friend Garance Klaassen from Berlin to Vancouver over Paris and Montreal. When we landed in Montreal from Paris there was a delay of the flight WS0543 to Vancouver. We were supposed to take off at 19:25 but the flight was delayed until 21:00 and our departure from Montreal ended up being at 21:30. This has caused some complications for my family in Vancouver because they had to pick us up at the airport in the night hour.
We would like to ask you for a compensation.

Thank you,

Saomai Nguyen Le (PSN [protected])

My name is Ruth and I just flew from Toronto to Deer Lake Nl to bury my son's ashes ... Got in Deer Lake around 2pm yesterday and found out my suitcase was missing with my son's urn in it ... I carried his ashes in my carry on and I'm glad I did ... Westjet called me at 12 last night to tell me they had my bag ... I asked if they could bring it to me because I wanted my things and he said yes ... I waited up until 3 am and nobody showed up ... I never slept all night worrying about my bag ... I called Westjet in the morning and they informed me that my bag was dropped off at the hotel lobby ... No call to let me know ... Very very unprofessional off your employees ...I had to go out and buy clothes for myself but that was nothing compared to the stress that your airline put me through ... I had to get a hotel room in Deer Lake to wait for my suitcase ... So upset

I have never been more upset with westjet then I am now, I always choose westjet as they have always been great but not today. We were landing in edmonton and could see our plane they literally had to wait 10 minutes for about 6 of us to catch the flight.. instead of waiting for us they took off and re booked us with AIR CANADA(with a 3 hour layover) a Comany I do not fly with. Very upset as we could see the plane sitting there. One very unhappy westjetter...

On June 9, 2017, I booked a flight for my daughter to go to Kitchener with my credit of $617.74 which should have been her credit but when we were given that credit for a cancelled flight in December, West Jet put it on my file. While on the phone we changed the date to the next day and was told that there was no charge and they changed the date to the next day. I had given my credit card and was told that it was denied. I thought that was weird and thought that maybe there is a charge I didn't know about. So I gave another card which my father in-law gave me to use. After calling my credit card company I found out that three charges were on my card $707.06, $120.82 and $89.32 from WestJet. I called West Jet back because I had a credit and the charge was too much charged to my credit card. I should have been charged the difference between the cost of ticket and credit. West jet refunded ticket but it would take 3-5 business days to go back to my card. I thought that was unfair as I didn't make the mistake. West Jet made the mistake by charging me a fare instead of using my credit of $617.74. I feel that I should have been refunded the $617.74. and the $89.32 on my card right away. The $120.00 should be the only charge on my card, which is the difference between the fare $738.56 and the credit $617.74. I spent 1 1/2 hours on the phone trying to sort things out. The West Jet lady wrote up a ticket to get it refunded sooner and was told that someone would be in touch within the next 30 hrs. I never received a call in this period at all. when I called on the 13 Jun 2017 to see why, I was told I would have to wait the 3-5 busness days. I'm not sure if I will travel with this company again if there is this much trouble getting money back when I didn't make the mistake in the first place. Maybe the booking and charging department needs some more training. if I had an unexpected financial emergency I can't even use my card. West jet maxed out my credit card. Just don't want this to happen to anyone else.

6 people missed a flight to Calgary and the plane was still on the ground when we were running from tunnel to tunnel. Because the plane we were already on was late to take off . Literally watched our plane for 25 minutes on the ground, still connected to the terminal. while we were told we could not bored. 6 people. 2 children under 3 and a person with autism. And 3 adults. Disappointed because we could have made the flight and we were rejected. Way to go west jet.

We take ws2289 from san jose cabo back to vancouver on june 8 2017, the flight has a stop at calgary.
When the flight close to calgary we were told there is a bad news, because there is a thunderstorm going on at calgary, the airport is closed, so we were re-routed to edmond airport. After waited an hour at edmond airport, we were told the weather condition is better in calgary, we can fly back to calgary. When we arrive at calgary airport, it is 10:53pm, ws2289 broadcast message to all passengers in the plan that since there is delay, the connection flight is also delayed, for passengers goes to vancouver by ws219, once you get off the plan, there will have ground service people guide you to board to ws219. When we heard this news, we feel much relived. But after we passed canada custom and asking ground service people, they just told us following the sign to go to connection flight. So we followed the connection flight sign, came to west jet service desk at connection flight, I show her my ws218 boarding pass, asking if I can board to this plan. She told me no, I have to stay here overnight, take next morning's flight ws447. At that time is around 11:0pm. (Next day on west jet flight status report I found ws219 departure time is 11:15pm). She then printed a voucher for me and my wife for one night stay at radisson hotel at calgary airport. I ask her how can I get to radisson hotel, she told me there is hotel shuttle at number 37 station. My wife and I waited at 37 station from 11:10pm to 11:50pm, there were many other hotel shuttle bus passing by, but there is no radisson hotel shuttle bus came. I finally decided to call radisson hotel, I searched and found the radisson hotel phone number, called hotel service desk. Hotel service desk people was very surprised when he heard I am expecting a shuttle bus to come to pick up us at calgary airport. He said nobody told hotel there are west jet pass angers coming. He asked me how many people will come, I checked around, told him there are around 30 people here waiting for the shuttle bus. He is very unhappy, complained west jet haven't told him in advance, he don't have room for so many people. But he agree will send a shuttle bus coming to pick up us.
Finally the shuttle bus came at 0:15am, we arrived at radisson hotel, people lined up to check in, but due to not have enough room, hotel asking single people to share root with unknown other people, this caused argument as no one would like to share a room with an stranger and don't want to put a credit card as damage deposit as what if other people did the damage etc.
Finally I was able to get a room at almost 2:00am. I left hotel at 8:00am, so total stayed 6 hours in the hotel.
This is my experience at calgary airport.
I am sure west jet already has the list of passengers on ws2289 who have the connect flight to ws219, so should have enough time to prepare and arrange those passengers when ws2289 get delayed. Can either arrange ws219 wait for those passengers (in fact ws219 depart time is late then ws2289 landing time, should be able to let us boarding) or if decide to have those people stat over night at radisson hotel, should at least contact radisson hotel, tell hotel how many people will be sending to there, and make sure there is enough room to accommodate those people and ask hotel send shuttle bus to come to airport pick up those passengers, not let those passengers waiting for a bus would never come if I didn't make the call. But west jet did none of those, simply give each passenger a voucher, without check if there is room to fulfil the voucher, and telling passengers wait for shuttle bus but never bother to tell hotel to send shuttle bus.

I have to say what west jet has done to passengers are very irresponsible, we deserve to get compensate for this.
Regards

Jian wei hua
[protected]@yahoo.com
Phone: [protected]

Booked a flight and needed to take advantage of WestJet's 24 hour cancellation policy. Was told that WestJet just recently changed their policy and does not refund your monies anymore if booked within a week of departure. I booked on the Westjet website through my WestJet frequent flyer account. No where in the booking process is there any attention drawn to the fact that the long standing policy is changed. The representative told me it's in the fine print which I should have read. Personally I think such major change should be communicated by a warning box at checkout, specifically frequent flyers who "think" they know the policies are impacted by Westjet's sneaky way of operating. When asked to speak to a supervisor I was told that there wouldn't be anybody who could address my issue, the representatives are just there to implement the policies. Contacted the complaints department two different ways but no response yet. I searched the Internet for WestJet's 24 cancellation policy and only got confirmation of the long standing policy that cancellation within 24 hours would be fully refunded to your credit card for instance see snapshot of search results from WestJet's own website:

" Refund policy - Guest service plan - Travel info | WestJet.com
www.westjet.com/en-ca/travel-info/flight-info/flight-interruptions/service-plan
If you change your mind and want to cancel your flight, we offer you the
option of cancelling within 24 hours of booking at no charge provided you
made your reservation at least 24 hours before the scheduled departure
time (where flights are departing on the same day of booking, we require
two hours-notice)."

Most of the search results have the same summary when using Google.

I'm appalled that WestJet isn't more upfront. Even Air Canada has given me more than two years notice on their proposed Aeroplan changes. Both upfront on their website and in emails to their plan members. No such communication has been received from WestJet. I'm not arguing the right of WestJet to change their policy, I'm highlighting the fact that WestJet is not owning their decision to generate more monies (as I was told that the policy was changed as they were losing too much money as they couldn't rebook the seats - which in my case is highly unlikely as I cancelled within hours of booking) by clearly advertising the change. Anyway, I'm really disappointed to been treated this way and not to have received a response within 24 hours on my complaints. I used to favour WestJet over other airlines if the flight times allowed, but will certainly not do so anymore and won't hold back informing others of your policy change (someone has to do so) and the underhanded way it has been implemented. Who would have thought that the airline priding itself on customer service has slipped this far.

I went home last May 22, 2017 then i ask the westjet crew during my check in that i want my baggage to pick up in the philippines. She said yes and after check in i ask her again if surely get my baggage in manila and she answered me
Yes for 2x. So im confident that my baggage is to be pick up i manila. Then when im in shanghai china they said my baggage was left in beijing, i was so disaapointed that time they said they gonna send my baggage to manila when im in NAIA airport im waiting for my baggage in the conveyor but all the passenger already got their own baggage except me. So i did report again. I went out to the airport without anything with me except my backpack. I saw my kids and i was so sad because all the stuff that i bought for them is in my baggage. Do you know how it feels that your family expected something then u disaapointed them? West jet crew you ruin my vacation..i did not go home
For 3 years and i only have 10days to be with my family and because of your wrong info you make my vacation worst...i dont have clothes with me, even underware, i need to buy so i have something to use in their. I dont have anything for my kids too. This is the first time i toke westjet i always book in air canada but im so disappointed. How can u return the days that im with my family and giving all the presents i bought for them? How can u return the happiness i want to see giving them something special.😭😭😭😭 i hate your company! Im so disappointed🙁

Flight B763 left Calgary airport at 6:28 pm 2017/06/06 passenger lavninder bisla was on that flight prior to boarding we had advised the lady at check in that this passenger has medical issue with her foot so we will need a wheel chair in Calgary as well as her arrival at gatwick Uk airport . No service was provided this has happened twice on this airline the first time was her flight from gatwick to Vancouver on westjet in March of 2016 ...also this passenger over looked her booking her meal and was not given a meal instead had to buy a bag of pretzels and cake ... my question to you west jet is that this company Net income for 2015 was 367 million and you couldn't give a passenger a descent meal or provide service you said you were going to provide ...please someone from your company answer this concern ... ms bisla is exhausted and upset that this happend she has informed this writer not to ever book with this airline again 367 million and couldn't even provide a meal to a passenger .

We have travelled to Quebec City for a one week vacation. We had to check out of our rental at 11am, we leaves at 6:40, so we planned to taxi to the airport, check our bags in and then go shopping for a few hours to use up some time and not waste the whole day in the airport, waiting. Wrong, there were two attendants at the west jet check in. A young lady who was very pleasant and a middle aged one who was stern and not friendly. They told us that we were tooearlyto check our bags for our flight. They said they would ask, if we could check or bags and the older lady called someone on the phone. In French. She then said we must come back 2 hours before our flight. So we sit in this small airport with no where to put our bags and wait 5 hours before we can check our bags! Wasting a day... Not impressed. We were trying to be efficient, we even paid to check one carry on bag so that we where free to go shopping or to the near by Aquarian. feeling very frustrated and disappointed with the west jet service here. Daryl and Trudy Friedrich.

On flight 718 returning to Toronto from Vancouver (after Whitehorse), seated in 5C and 5D, we discovered after boarding that Westjet Connect had not been activated on this plane. It isn't the first time we've had this sort of problem, and we fly a lot, almost once a month some years.

The cabin crew dealt very well with us, and they were disappointed to have to tell customers the length of the cabin that the tablets they'd purchased or brought to use, and loaded with the Westjet app, were of no use to them - and further, to rub salt in the wound, that the only inflight entertainment available to them was if they rented a tablet from the crew, with a very limited selection of preloaded movies, compared to those normally available on the Westjet Connect system.

This was Westjet's fault, not the fault of passengers. At the very least, the tablets should have been a complimentary service to replace the seatback screens or the Westjet Connect service. It is a particular hardship for families with children on a five hour flight, who were sitting all around us, to have to pay out of pocket for a means to entertain their children.

We want to commend Cornway and the rest of the flight crew on this flight for being sympathetic and empathetic with passengers. Westjet management deserves a raspberry for not creating a policy for dealing with this kind of shortcoming in their service.

Steve and Deborah Gilchrist
Westjet Accounts [protected] and [protected]
Booking confirmation code YELAFS