WestJet Airlines
Reviews and Complaints

Reservation Code GPKRKG
April 02, 2017 Sunday Flight Arizona Mesa
WS 1519
WS 3291
On arrival to the Mesa airport we were told our flight had been delayed again. Meaning we would miss our connection to Edmonton.
The Agent issued us 1 boarding pass to Calgary. I had to ask about the connection to Edmonton. The Agent had know idea. She had to ask another person who told her to call the Connection Centre or something like that. We were told here were two flights leaving Calgary at 8:00 and 10:00. But we were not booked on either. And both of flights were full. Not acceptable since we should have been immediately rebooked.
The Agent said we can rebook Monday at 7:00 AM the time I should be at work.
We asked if we could be reimbursed for the trip for Calgary to Edmonton and we would try to rent a car in Calgary and drive to Edmonton. The Agent told us that ticket had no cash value. I had flown from Edmonton to Calgary and it was not free.
I asks if we had to stay in Calgary in a hotel would we be reimbursed. The Agent stated that then weather was not there problem. And again with attitude she stated there was nothing that could be done.
She stated we better make up our minds about the morning flight.
We then asked her if we booked the morning flight could we still have our luggage picked up in Calgary as we would need it. She stated no problem. The luggage would be in Calgary and we can pick it up there.
We told the Agent we were trying to get our son to pick us up in Calgary but he had to drive from Edmonton. So we needed to luggage to be in Calgary if we could get a hold of him.
We arrive in Calgary on the Intercom they said are luggage has been delayed due to personnel. 45 minutes later all luggage out. Our luggage was not there. The two Gentlemen at the International Baggage counter were great. They tracked down our baggage about 30 minutes late. We received our baggage 25 minutes later. We specifically asked in Mesa if the luggage would be in Calgary. The Agent said yes and it was not.
Our son drove from Edmonton to Calgary then waited 2 hours for us to find our luggage. Then we had a 3 hour drive back to Edmonton.
We would like to be reimbursed for the flight from Calgary to Edmonton. We also paid for seats. Also reimbursed for the inconvenience of the drive.

Jo-Ann Beaudry

Thank you west jet our daughter left stranded at YYZ flight 1280 . No reimbursement, she loses 1 hotel night in New York, but her girlfriend who booked a flight later in the day 7:30PM, gets to go (although a 1 hr delay). She stood in line for 2 hrs and even though she may have been able to have a seat on standby, the wonderful counter girls said no way, even if a seat was left open . So now she stays at the airport till 05:00 am, to hopefully get on an aircraft .
Doesn't make us her parents want to book with WestJet .
Mr . Derek Peck
[protected]@msn.com
We will go public with this, thank you

Reservation code CEKQPE - [name removed]
Travel from Winnipeg to Thunder Bay February 28, 2017
I am writing to express my concern and disappointment following my flight from Winnipeg to Thunder Bay on March 2, 2017. I have been flying regularly from Thunder Bay to Edmonton for work for over a year and this particular flight was almost $900 return. When you pay that much for a flight you have some expectations when traveling on the airplane. On this particular day a woman boarded the plane, with assistance from the stewardesses as she was quite large and could not move around easily on her own. She has also had to be helped to her seat, which was right next to mine.

I was at the window seat. She sat next to me and was taking part of my seat during the entire flight. I understand that this is a delicate issue however there were additional seats available that could been offered to me when they brought her to the seat. It was clear that she was not going to fit in the seat.

When I pay almost $900 for a return flight I expect to have my seat to myself.

I addition they could have given her two seats where there were no other passengers to allow for comfort for everyone

I did not want to ask for another seat because I didn't want to seem insensitive. However this was not acceptable

She also carried her own extension seat belt and the centre arm rest had to be lifted for her to fit in the seat.

My entire flight was extremely uncomfortable and unacceptable for the price I paid.

Please explain why on this bright sunny day I am trying to get home and all flights are cancelled PLUS the face my 630 flight was delayed to 730?
AirCanada lets me take an earlier flight if available. Westjet never accommodates me. My daughter had an important event that I have to miss. Flight delays for Montreal Toronto run are unnaceptable for business travellers.

Thank-you for providing this response.

My husband and I returned from Europe and connected with a flight home to Victoria in the Vancouver airport on March 20th, 2017. We were understandably exhausted. We both had carry-on luggage. I asked the attendant in Vancouver, if it was possible to check my bag, as it was heavy and may not meet weight restrictions for carry-on. The individual replied, this was not a concern, as the plane had few passengers. We then proceeded to walk the long walk to board the plane.
I am a 62 year old with a health condition and carrying the bag up the stairs to the plane was an endurance. I asked the attendant if I could receive assistance. She said, no and disappeared into the airplane. Both attendants on the flight refused to assist us with our seat selection. One admonished me for expecting assistance. We don't provide that assistance, she said. Both women were half my age. Common courtesy was not apparent to either of them.
I suffered muscle pain and required treatment following the incident.
I was shocked at their lack of concern and attention to my comfort.
If customer service is an important company marketing strategy, you forgot to tell your employees.
It will be difficult for me to see your company as a trusted flight company.
I request a refund for this flight.
Thank-you for your attention to my concerns.

Sincerely,
Maureen McGuire

This morning I woke to find out my 11:15 direct flight from Toronto to Edmonton had been cancelled. I did not receive any notification via email or phone that the flight was cancelled. I called the toll free # and waited for an hour to find out there was no flights until Apr 3. She then checked with another member and they were able to put me on a milk run flight - Toronto to Winnipeg then a almost 5 hr wait and then on to Saskatoon then Edmonton. There was no discussion of any perks for the hassle and inconvenience nor reimbursement of any funds. Typically multi stop flights are cheaper than direct. I am thankful I was able to get a flight but disappointed in the way it was handled. I understand things happen that are out of the airlines hands but this experience has left me wondering if I will book again with Westjet.

Sherri Cosstick

I was flying from Kauai to Vancouver on flight 1875 March 30. I got up to use the washroom when there was no seatbelt sign on. When I came out the crew was serving snacks. I waited patiently for them to work there way up to my seat so I could sit down. This was a red eye flight. They stopped one seat away from where my spot was and asked me to move all the way back even when I pointed out where I was. When I asked why they couldn't have just move up one row to let me sit they said they didn't want to yell st the other attendants to move back? They were only a step away from them and could have whispered in their ear. Not even a slight apology. I had to flag down another crew member to feet a snack otherwise they weren't going to offer. When he brought back the snack he slammed it down and said "you're welcome" before I even saw him and walked away. Not nice and treated me like I was inconveniencing them to use the washroom and get a snack. First bad experience with WestJet and very disappointed,

We flew Westjet flight 2061 from Cabo San Lucas to Vancouver on March 23, 17 departing 3:35pm. We upgraded to economy plus. The flight attendant Bradley was very unapproachable and he made us feel like we a bother. He was curt and made me feel very uncomfortable. He was only pleasant to the other cabin crew and I wished we just flew economy because the air attendants back there seemed friendly. The flight in economy plus on Westjet flight 2060 going to Cabo was night and day. The air attendants were warm, friendly and took care of us and made me feel at ease and pleased we chose WestJet. I'm a bit of a nervous flyer and they made the flight very pleasant. He might need a bit of training on how to treat the passengers and not just do the bare minimum in the service department.

I have a complaint about prices. I am a single father of 2 who lives in YYC unfortunately my kids live in BC. I fly them out together as much as I can if I can find a deal. So spring break for my kids I find tickets to fly them to me in YYC at a cost of 160 each which was a good deal. But to fly them home two weeks later it costs me 309 each. Now that's almost double. How can you justify that much of a change? I am very disappointed and spent every penny I have to fly them home for school next week. Guess it's time to start looking at other means of having my kids visit. I know nothing will be done or probably even read this but I do feel better venting and it's just another disappointed customer of West jetc.

I flew to Victoria from Terrace on Friday and had my dad's 70th birthday party. My entire family flew WestJet around $5000.00 everyone spent on flights. While getting to drop my luggage off for my return flight I tried to bring my Bradley smoker home. The dimensions total was 72" and the website says you can have 62"-80" for oversized luggage. Notified that it was too big and the lady at the counter said that they could store it for me. We proceeded over to the WestJet baggage service counter and there was a lady named Waniia that rudely notified me that I was very lucky to be able to store my box there. So I dropped it off and checked threw security to board my flight. Notified my mom and she decided it would be better to send a courier service instead of driving 3 hours to grab it from Parksville. So I went back to the counter to notify the attendant of the change. She started freaking out and talking down to me saying we aren't a courier service and if your family not coming you can't leave it. The lady was extremely rude and had a very condescending manor to her. I have never had a worse customer service exchange in my life. So I was stranded at the counter with my smoker with no where to go. She called the supervisor over too check into the dimensions and talk to me. They took too long looking into the proper dimensions so I grabbed my smoker and dropped it off at budget rent a car in which I rented a car from on my trip. No hassels they gladly let me leave it there. I told the supervisor on shift on how rude the attendant was a she didn't seem to care. The attendant tried to say I was becoming irate which isn't true because I would never cause a scene at an airport. Having such a horrible experience with WestJet at the Victoria turned me off of flying with them ever again. Going to cancel my WestJet MasterCard also. Customer service is about the customer not the mood your in. The lady at the baggage centre was so rude and arrogant I don't even know how she would be an asset to your company. I occurred extra charges having to pay a courier to grab my smoker and move it for me also it cost me half and hour of my life. The lady actually ruined my day I have never been talked to that degrading in my life. Anyways thanks for your time,

Mike Spruit
[protected]

I am very disappointed in how my experience with westjet was today. My father past away last night and I am rushing to srilanka with my wife. My westjet flight # 744 from toronto to boston was delayed by over 3 hours (Flight was supposed to leave at 5:15pm and arrive at boston at 7:05pm but did not arrive in boston untill 10:10 pm) and my connecting flight to doha had already left by the time I had reached the boston airport. The time is now 1:10am and I am stuck at the airport trying to get help figuring out how I am going to make it to srilanka. I called westjet and the customer service rep was not helpful as she said that there was nothing westjet could do. She said that I would have to wait 24hrs and try to board onto the next flight which is leaving at 9:35pm tomorrow. All the hotels nearby are sold out and I am forced to take a taxi 30min away from the airport to the nearest available hotel at this time. I understand that flights get delayed sometimes but the least westjet could have done was offered a compensation for the hotel. Absolutely nothing was offered other than the rudeness of the customer service rep. I fly often with westjet with my family and have never faced such poor quality in service.

I was booked on WJ 3456 to Moncton on the morning of Feb 7th at 9.15am. After I had gone to bed the night before the flight was to leave, the flight was cancelled and I did not become fully aware of this until I checked in for the flight. No reason was given.

My rescheduled flight was WJ 480 leaving at 21.30 same day. I got no compensation for sitting around the airport all day and paying for lunch. (My wife and I both as we traveled together.)

About mid-day on Feb 7th my second flight, WJ480 was also cancelled and I was re-booked 24 hours later. Totally unacceptable as I was due into Moncton to teach a course Feb 8th. There was no weather delays and we could not see the reason for either of these cancellations and we were never told why.

We approached the airport customer service desk and they switched us to an afternoon flight to Fredericton. I had no time to call around for a car rental and on arrival in Fredericton, there were no cars to be had from any of five agencies. This cost me $250 in cab fare to get to Moncton to pick up my original car rental.

The return flight was no better handled. Booked to leave Feb 12th at 1pm and was cancelled. (Weather) We were re-booked for a flight two days later! The costs of that delay plus lost business would have been too great so we cancelled the reservation and left the next morning on Air Canada, no problems, except the flight cost us $814.48 because it was last minute.

I racked up over a $1, 000 in additional costs for these cancellation so I'm not pleased. I travel about 50 or 60 times a year and my wife often comes with me on business. I have counted on Westjet to get me where I need to be and you've never let me down like this in the past. I had expected someone to reach out to me before now as I did call customer service to discuss this...so far, nothing. I have all the reservation details, the Air Canada flight costs and the cab fare receipt...I can also get the additional nights hotel plus meals costs as well if needed.

Can someone please get back to me about this?

Reservation code sruhco
Westjet flight number ws 915
Friday, 17 february
Departure: yyc calgary intl ab, canada
11:00am
arrival: ylw kelowna bc, canada
11:04am

Arrived in kelowna and when I saw my luggage on the pick up belt, it was broken open. there were contents hanging out including my underwear!

I was traveling with 2 kids under 3 and had to deal with trying to carry my bag without everything falling out. because I felt so overwhelmed with this happening I did not think to take pictures. I just got everything to the vehicle.

Went to fly out Thursday night as our mom was having a emergency hip surgery after falling down age 77, my brother was on the phone I say 20 minutes before someone came on which was still good as it was time to book and get to the airport to catch the flight, well after being on 49 minutes and the guy was so rude and repeated every time 3 times didn't seem like he had a clue what so ever we asked him a price for upgrade in plus and he hung up, called back again and waited 30 minutes by this time no way to get to airport to catch the flight, he booked the night after to fly and called him February 24 at 835 pm said flights cancelled so he left Fort mcmurray at 230 am to get a flight from Edmonton at 10 am, I got out with air Canada which we do not like to fly with at all, we love west jet my wife and 3 kids love it and the service, and all you did for some of us after the wildfire here, but this really makes a person and people not feel very good, I have been off work still with depression since this wildfire and just seems like things always set ya back, thanks for listening

Ref #XNBGPR
WS 1135 on Saturday Feb 11, 2017, from Palm Springs to Toronto.
My Westjet Gold number is [protected]
I received my luggage damaged on my flight back to Toronto from Palm Springs, the evening of Feb 11, 2017. There is now a huge dent and crack in the outer shell making the suitcase useless. I received a $75 credit towards future Westjet flights as the only compensation the employee at the Westjet desk would offer. This is unacceptable since I have to replace this suitcase and a comparable suitcase will cost me somewhere between $150-$200.
Regards,
Nick Wolff

Paige O Tate...confirmation KUALWB

YVR-YYZ return flight 712
-was notified via email 04:40am Friday Feb 5 my flight was cancelled
-WS rebuked me on flight 388 YVR/YYC/YYZ less convenient
-flight 388/652 not landing in YYZ until 5:50am
-I 'am a full revenue pax...and my companion, a non-revenue pax, traveling on points confirmation TTDVOL was rebuked on 720 (more convenient flight )
-therefore I had to book Feb 5 on AC152 at a cost of $576.73us
-I believe my rebuking should of been priority over a non-revenue pax
-therefore Ami seeking compensation inform of refund for my return flight portion that I could not use..

Thank you
Paige Tate

/16 11:03PM
Me and my daughter were traveling today, Dec24th from Saskatoon to Honolulu with layovers in Calgary and Vancouver. First flight we were trapped on the board for almost an hour and could not get off in Calgary because the gates were not ready which resulted us being late for the next flight but, this time we could not leave Calgary airport for 1hour 30 min because of "deicing" which again left us no time to go through customs in Vancouver and added unnecessary stress on this holiday. Then not just we landed later( that created a conflict with my car rental as I was an hour late) our luggage was lost! Seriously? On Christmas Eve! How convenient! All we could get was flip flops for my daughter as everything was closing early. And now on Christmas Day we are stuck with no clothing, no swimsuits and all shops closed for holidays. I'm very disappointed with our service and flight today. I'm a single mother that worked hard all year so we can afford this trip and now what?
I hope to receive compensation for going through all of this.

May 21 fit vol..3285 mrs isaac and miss bianchin were 5 min late boarding and plus an other 2 clients came late also.. The female hostess of the flight of 1.15 leaving vancouver to go to prince george was rude and being and making us feel very uncomfortable she also said to us that we madethe filght delay and it was never to happen again while she was being nice to the other 2 clients n and not giving them a unwelcome shoulder! We are 2 native woman and we feel very violated about this matter.. As we unboarded the other 2 client even stop us and said that was not polite and was discriminating, with the most respectful regards issac and bianchin

To whom it may concern:
I would like to share the experience my son and I had flying with WestJet;
Our flight itinerary was London On to Calgary AB, Calgary AB to Phoenix Ariz. Depart London ON February 12th, 2016 at 7:00am Eastern Standard time, arrive in Phoenix AZ February 12th, 2016 at 1:23pm Mountain Standard time.
The flight out of London was delayed for 2 reasons, the first being that the de-icing machine had “froze” due to frigid conditions, secondly there was an unruly passenger which the attendant's asked to leave. After some time he did leave, and since the airport staff needed to find and unload the passenger's luggage, we were delayed further. With the extended delay, we missed our connecting flight in Calgary. I have travelled enough to understand that these kinds of issues are uncontrollable and are for the safety of the staff and passengers. And let me state for the record, the chief flight attendant by the name of Chantelle was absolutely fantastic. My son has a food allergy and Chantelle was so understanding, respectful and accommodating. She went above and beyond our expectations in order to keep my son safe, and for that we thank her.
Calgary is where the confusion and carelessness started.
When we landed in Calgary we were directed to a WestJet counter where they would be able to accommodate us for another flight to Phoenix. The WestJet representative, Ms. Boss (I do not remember her first name) notified us that we would be redirected to Edmonton and from there we would catch a flight to Phoenix, but not until the next morning. I told her that was not acceptable. I proceeded to explain to her that this was not a vacation for me and my son, and it was imperative that we were in Phoenix that evening.
Ms. Boss then picked up the phone and made a call to “her manager”. After approximately 10 to 15 min she told us that she had booked us on an American Airlines flight from Edmonton, and would arrive in Phoenix around 6:30pm Mountain Standard Time. Perfect! She explained that because it was another airline she could not provide us with boarding passes, but would be given to us once in Edmonton, but 2 tickets were booked. I asked about our luggage and again she made a phone call to the luggage “personal” and explained what flight we were to board in Calgary and since we were boarding an American Airlines flight in Edmonton, she wanted to make sure the luggage was properly tagged. She assured us that the luggage would follow us. She told us that she had worked in the luggage department for years so she knew exactly who to talk to and what to say.
When we landed in Edmonton and proceed to the American Airlines counter to check in for our next flight. The American Airline representative said we had to go to the WestJet counter to check in. So we went to the WestJet counter to check in, where Marieann, a WestJet representative gave me the confirmation numbers, but said we have to check in with American Airlines, back to the American Airlines counter where they told us that yes there is a confirmation number, but our names are not on the manifest, the flight was sold out, so she could not even put us on the flight if she wanted. I pleaded with the American Airlines representative and she said to me that “This is a WestJet problem, not theirs and there is nothing she could do” and asked to help the next person in line. I was appalled at the treatment of American Airlines to us, but in reality, she was right, she just did not have to be so rude.
So, “the manager” in Calgary booked us on a flight that was sold out.
Back to the WestJet counter we went to get some answers. At this point I started to become very agitated, because it was apparent that we might not make it to Phoenix that night.
When I returned to speak with Marieann at the WestJet counter there was another representative behind the counter with her. After briefly explaining the situation the second WestJet employee, whose name I did not get, said “this is Calgary's problem not ours, our hands are tied”. My response to them was very clear and very stern, but I did keep my composure, “Wrong answer. I don't care if you work in Calgary, Edmonton, Hong Kong or Alaska, you are wearing a WestJet uniform, and therefore you represent the company whom we purchased tickets with. It is your job and responsibility to assist in correcting this problem!” At that point she walked away without a response and Marieann asked another co-worker, Karla to help her in assisting us to get to Phoenix. It was a very short period when they both looked at each other and realized that a glaring mistake had been made. At that point they called for their manager. Shortly after the call was made Angela G. showed up, we took 10 minutes and I explained what had transpired to this point. She took another 10 minutes or so on her computer typing away. She looked up at me and with a very sincere voice she said “I am so sorry, but Calgary has made an error and there are absolutely no flights going to Phoenix tonight from Edmonton”. Right then I realized that the “WestJet manager” in Calgary handed me some B.S about another flight, to let us think WestJet had accommodated us but once in Edmonton we would be someone else's problem, not theirs.
At this point I explained the situation my son was in, and yes, I may have gotten angry, but again at no point did I yell, scream or belittle anyone. I was disappointed that this trip was falling apart.
I proceeded to explain to her and her colleagues behind the desk that this was not a vacation for me and my 18 year old son. This was a football “show case” training camp. He is to be nationally ranked, university and college scouts were to be there. This could lead to schooling and scholarships, an opportunity of a life time; he has dedicated thousands of hours of training, something he has worked extremely hard for many years.
Marieann turned away and I noticed that she had started to cry. I wasn't sure if it was because I frightened her or she was upset for my son and our situation. Karla assured me that Marieann cries at the drop of a hat. The 3 of them started working feverously trying to find something. It was about 45 minutes before the American Airline flight was to take off, the flight we were supposed to be on. So I asked Angela to contact them and see if there were any no shows for the flight. There were 4 passengers that did not check in, but American Airlines would not allow us to board, because we had not checked in and boarding had commenced. For lack of a better phrase, that added fuel to the fire.
Angela came up with an option to fly us to Las Vegas, rent a car and drive to the 4.5 to 5 hours to Phoenix, but I had to book the rental car on my credit card. She reassured me that WestJet would reimburse me 100%. I had to make a quick decision; the flight to Las Vegas would start boarding soon. What choice did I have? While Karla was booking the flight, Marieann was booking the car, I asked about our luggage, the luggage did not follow us to Edmonton. One was still in Calgary and they could not locate the other. I believe the phrase I used to Angela was “WestJet is a Joke!” Nevertheless, we had a plane to catch and we still had to go through customs. Marieann walked us to as far as she could go and from there my son and I ran through the airport, so we would not miss another flight. We were boarding the plane, Angela was there to see us off and once again she apologized on behalf of WestJet. Once in flight, Phil the flight attendant came and told us that Angela had explained to him the story and offered us complimentary food and drink, which was appreciated, it was 5:00pm and with all the running around
and confusion we hadn't had anything to eat since the 7:00am flight. While on the flight we were still wondering what we will do without my sons' football gear. We land in Las Vegas and headed to the WestJet counter to check on the status of our luggage. Dave was the gentleman working behind the counter; once again I explained the comedy of errors that had transpired to get us to Las Vegas. I called up Angela on my cell phone and handed it to him so he could speak directly with her. He had two phones going at the same time trying figure to out where the luggage was. At the same time I had asked him to see if there happened to be a flight out of Vegas to Phoenix that evening, even if it was not a WestJet flight, because I really did not want to drive for 5 hours if I did not have to. At first he was reluctant, but after speaking with Angela and me he booked us on an American Airlines flight to Phoenix. He explained to us that 1 luggage was still in Calgary and the other was in Edmonton. We made arrangements that both luggages would be flown to Phoenix the next morning. He told me that once I arrived in Phoenix to check with the lost baggage department and they would confirm how and when the luggage would get to me. And so again, we are pressed for time to board the flight from Vegas to Phoenix, hoping the shuttle arrives on time and running like lunatics again. We board, and we land in Phoenix. Now I have to deal with luggage and the cancellation of the rental car that I was supposed to rent in Las Vegas. I called up Expedia to cancel the car. They gave me a hard time because they said you must give them 24 hours advance notice of cancellation. I explained the reason the car was booked and that it was only booked 6 hours previous so I could not give them 24 hours' notice. After some time on hold they agreed to cancel the rental but I would still get billed the insurance coverage. A bill which I have submitted to WestJet for reimbursement.
On to the luggage department. Once I finally found it I spoke with a WestJet representative who would not give me her name. I was tired and wasn't going to argue about that. I explained the story again. She did her thing on the computer and she told me that one luggage would arrive in Phoenix at approximately 8:00am and the other approximately 10:00am, and once the luggage cleared customs “you can come and pick them up”. I almost lost my mind, “after all we've gone through because of a WestJet screw up, and you expect me to come back to the airport to get my luggage”. After some debating and hesitation, she said she would courier it out together. Again, not acceptable. I demanded that once the luggage cleared customs it would be immediately sent to my hotel separately. My son needed his football gear which was in the luggage, but we had no way of knowing which luggage was coming in first. She unwillingly agreed, and gave me the name and number of Raul V. the station manager. She told me to call him in the morning and verify with him that they were not to wait until they had both luggages and to send them out separately. Again, it felt like another WestJet employee passing the buck to someone else so they don't have to deal with the problem.
By the time I got my rental car that I had rented originally for this trip it was midnight, and we still had to find a store that was open to buy some of the necessary items needed since we did not have our luggage. Wal-Mart was closed, so we found a Wall-Green and purchase some toiletries. We finally got to our hotel at 2:00 in the morning. We are up at 6:00 to eat some breakfast, go back to Wal-Mart to buy some undergarments, shorts and any exercise apparatus my son would have normally used prior to a practice to prepare. Again, I have submitted to WestJet for reimbursement. We have to be at the field earlier to register which was supposed to be done the night before.
We did end up getting the luggage delivered to us and luck would have it that the first luggage was the one with all my sons' football gear in it.
To summarize;
What should have been a one stop, 9 hour non eventful day, turned into a nerve-racking, 5 city, 3 time zones, lost luggage, 2 different airlines, 19 hour day and remember the purpose of this trip. My son is an athlete; we were there for a football show case, in 26 hours he had 4 hours sleep, without eating properly. He did not have any of his equipment that he uses to stretch, due to lost luggage. All of this stress and he is trying to perform at an extremely high level to impress. A hard thing to do as an adult, let alone an 18 year old.
I will say this; Chantelle on the flight from London to Calgary was outstanding. Ms. Boss in Calgary made me believe she had everything under control. Angela G., Karla and Maireann in Edmonton worked so hard in trying to get us to our final destination. Marieann, sorry for making you cry. The 3 of you were remarkable. Unfortunately, one of the WestJet representatives I spoke to in Edmonton, that I did not get her name was rude and shouldn't be working with customers. Phil on the flight from Edmonton to Vegas was amazing. Dave in Las Vegas handled the situation like a professional. He was focused on the tasks at hand, getting us a flight and finding our luggage. The representative working at the luggage center, that would not give me her name, not the friendliest person, and gave off a vibe that she really did not care if my luggage was lost or how it was going to be returned to me. Raul on the other hand, when speaking on the phone with him, he was reassuring and apologetic on behalf of WestJet.
Needless to say, our overall experience flying with WestJet was atrocious, if it wasn't for a select few WestJet employees understanding the severity of the issue and trying to correct the problem, it would have been a lot uglier. Thinking back now, out of all the WestJet representatives I encountered on this outrageous journey, no one, not one person gave me any information on who or how to contact WestJet to submit my receipts for the car rental or any incidentals' that may have occurred, or compensation for a trip that went extremely sideways, or simply just to hear the story and gather feedback so this sort of mishap could be avoided in the future.
I did find on line (not easily) a site to submit my receipts, it states that a WestJet Baggage agent will respond within 24 hours and if attaching receipts a Central Baggage Services Specialist would contact me within 3-5 business days. Other than an automated email stating that my incident summary has been sent successfully, nothing, no contact what so ever.
I contacted Angela Goertzen, the WestJet guest service manager that we dealt with in Edmonton to ask if she could provide me with the information on who to contact. This was her response;
“Carlo
What I will do is send your information to our corporate Guest Relations team. This will help expedite the process and it will go straight to the people that can help you the most. They are usually quick to reach out to our guests in escalated situation.
Again, please accept my sincere apologies.
Take care, ”
It has almost been 4 weeks since that fiasco and I have yet to be contacted by anyone from WestJet. I do believe that Angela has done what she said she would do in her email, so it seems that “corporate” doesn't care. Maybe “corporate” thinks by ignoring the matter it will go away.
I am sickened at the whole experience and now corporate is even making it worse.
Usually the longer it takes to resolve a problem, the worse it gets.
I believe the reimbursement for my out of pocket expenses that never should of occurred are due, but also a significant compensation is owed for what has transpired all because of WestJet's incompetence.
In my line of work, I travel a significant amount and this whole experience makes me wonder if I will travel WestJet again, and ultimately how I will convey this story to all my colleagues when WestJet is mentioned.
My expectation is that this letter comes to the attention of someone who cares.
It is not too much to ask for an immediate response.
CM
Carlo Mastrogiuseppe
Business Representative
Office: [protected]
Cell: [protected]
Fax: [protected]
[protected]@liuna1059.ca
www.liunalocal1059.com

Sunday February 21, 2016. Flight 1245 from Tampa to Toronto Pearson Airport.Myself, my daughter and her boyfriend checked in the night before our flight, arrived at Tampa airport to fly back to Ontario in plenty of time, checked in and checked our bags.
Got held up in a restaurant, so arrived at Gate with minutes to spare, but were told that we would not be allowed on the flight. Our bags were already loaded. We offered to take another later flight, but were told that there were not any more that day and would have to wait 2 hours and then try to book another flight the next day. But our luggage was already boarded. So to make a long story short, they, after much deliberation and time wasting decided to let us on the flight because it is against the law for our baggage to fly without us. By this time it was a delay of 15 min. Not extreme since on our flight to Tampa from Toronto on Feb 16/16 Flight 1244, we were delayed for 1.5 hours without a real explanation of why. Anyway, we apologized profusely to the gate staff, which was accepted by one of the workers, but the female staff was extremely rude and short with us. Then onto the plane we go. As we approach the entrance we are met by the Pilot and flight attendants, who are very angry and glaring at us. Once again we give our apologies. But the Pilot's response is this: " Don't tell me, tell the rest of the people on the plane, " while the flight attendants sneered at us and turned their faces away from us. As we entered the plane, other passengers started to boo us . Nothing was said to stop this behaviour. By this time my anxiety levels were through the roof. As we got to our seats, other people were sitting in them and were annoyed that they had to move. ( Our flight had been booked for 6 weeks) Once we were sitting, we were subjected to people around us complaining and bashing us. Finally, a lady stopped by our seats and threatened my daughter's boyfriend, that " she had better not miss her connecting flight"
By this time I had been crying for most of the flight and was experiencing chest pains, out of sheer humiliation and stress. My daughter caught the attention of a flight attendant and asked her to please prevent the lady from coming back and harassing us . The flight attendant said she was unaware of any of this behaviour. But right after the incident, she was talking to the same lady further up the aisle. Eventually the Pilot came down to our area and talked to the people behind us who were continuing to complain about us. Then he proceeded to center us out once again and announce that if there were any further questions by anybody he would answer them. I have flown with several airlines over the past 31 years and have only flown twice with WestJet. Both times I have had problems. This last time was the final straw for me. I will never grace Westjet with my presence again, nor spend my hard earned money flying with their airline. It was the worst experience of my life andI will never subject myself to that kind of treatment ever again. Obviously, the Pilot handled the situation with no professionalism whatsoever. He must have announced before we got on, that it was our fault that we were delayed by 15 min. I can see no other reason why everybody would treat us this way. His name was Pilot "Dave" and I truly hope he reads this or at least thinks about how he handled the situation. This was Bullying in the highest order. We are all human and deserve to be treated with dignity .Sincerely, Andrea Leroux-Low