WestJet Airlines
Reviews and Complaints

I am writing you to express my dissatisfaction with Westjet and their handling of my recent flight.

Saturday February 25, 2017 - Alarm set for 4 AM - Limo picked us up at 5 AM.

Arrived at Airport checked in and went for Breakfast.

Flt 2580 was scheduled to Depart for Cancun at 9:10 AM

After breakfast we went to the gate to wait for our flight.

There was a delay on the flight but we finally boarded.

Shortly they announced that the flight would be delayed while a wing tip bulb was replaced by maintenance.

After an hour we were advised the flight was cancelled and we were to disembark.

We were then taken to a different gate waiting to be told what was happening.

It was obvious that Westjet were unprepared and did not have any protocols in place to deal with the situation.

When we finally had an opportunity to talk to a representative we were told that they would give us taxi travel vouchers and we were to go home and call back later in the day.

They then announced that a rescue flight had been arranged for the next day but no details would be available for another hour.

We decided to wait at the Airport to ensure we could get a ticket and a seat.

At around ! PM we proceeded to customer service and after standing in line for 1/2 an hour we finally had an agent to assist us. She was extremely helpful and we were booked on the rescue flt 4280 with assurance that a hold had been put on our seats but we would have to wait until later to check in.

We then decided not to go home ( it had already been an exhausting day) but stay at the Hotel and grab a bite to eat. After checking into our room and eating we walked to the kiosk to check in.

When we checked in we were surprised to find that we did not have the seats that we had requested and assured would be reserved for us.

We approached a customer service rep and she called a supervisor who asked us to wait and he would see what he could do. He finally returned and told us the seats he was offering us was the best he could do.

The next morning we went to the kiosk to get our luggage tags. Kiosk would not issue baggage tags unless we paid another fee for luggage. (We had paid the fee the day before).

Once again a service representative came to our assistance and went to a terminal at the service desk to resolve the issue.

The resolution was we were upgraded to the plus section and new boarding passes were issued.

We then went for breakfast and our flight was uneventful.

During our flight we were advised that they did not have any Mexican forms but a representative would have them for us when we disembarked. Once again Westjet dropped the ball and forms were not available. After asking security we were informed to go to a desk at the back. They were out of English forms but eventually an individual did come around and hand out forms. Very stressful.

We were advised that Westjet would offer compensation and would be in touch with us.

We lost 1 1/2 days of our holidays at an all inclusive resort. $ 541.00 per day. We paid for a hotel room and we had two extra meals to pay for. Another $ 550.00.

Westjet for compensation offered Westjet dollars that had to used within 12 months. This was offered without consideration of individual circumstances.

I am 75 years old and this form of compensation is not acceptable. Not only are we out of pocket but we lost the most valuable commodity time.

Travel and health insurance are major considerations at our age and to offer compensation that we may or may not be able to use or afford is totally unacceptable.

Respectfully yours,

W Hutton

Hello,

My husband and I, along with 20 some odd guests traveled to Holguin Cuba on March 27th for our wedding. I was told by WestJet customer service that i was unable to pre book plus seating to accommodate my wedding dress until 24 hours before our flight, which was fine.

We booked Plus seating on our Calgary to Toronto flight (ws 648) as well as our Toronto to Holguin flight (ws2624) totaling $400

When we were leaving Holguin on April 10th (ws2625) we were worried about the short layover in Toronto to catch our connecting flight (ws673) so we asked for Plus seating once again paying another $200 bring us to $600 total for the upgrade. Not that we expect this for free.. but as the bride and groom and the size of the group traveling with Westjet there would have been something offered to us. We do understand that due to how scattered our guests are and the different travel dates, we weren't technically not considered a group. Anyway, not why i am writing you today..

When we arrived on our flight (ws2625) there were only us and another couple that had paid for the plus seating. The other 4 rows were vacant. A woman approached the flight attendant and asked if they could move to the empty plus row so that her and her friend could sit together, the attendant said "sure, no problem" they then got seated and proceeded to brag about the "free upgrade" a few minutes after, both flight attendants grabbed 6 more guests and brought them up to plus seating and when they were thanking them to the free upgrade, the female attendant said " we are feeling generous today"

My husband and i, as well as the other guests who paid for this were clearly upset that we had to pay and they didn't.. we paid close attention to them thinking maybe they will be charged, but never were.

I personally approached the attendants and said that i was quite upset that i had paid $600 in upgrades for this trip, these people didn't and that was very vocally expressed by the attendants right in front of us. The attendants replied with " yeah, i understand..."

When i was waiting for my luggage another elderly traveler approached us and asked if the people that were moved up had paid, when i said no.. she told me that her and her husband asked to pay to upgrade but were told that some people had already been moved up. She asked if they paid for it because she had overheard one of them saying that they "got it for free'

I understand that the attendants were trying to do something nice but they should be coached to keep things like this quite in front of paying guests. Like i said, as the bride and groom and 20 people traveling WestJest we got absolutely nothing. For the other 25 guests that went Sunwing, my mother and father got upgraded at no cost and i received a $400 travel voucher from them

I always travel WestJet so i was quite surprised by all of this and really just wanted to voice my opinion.

I thank you for your time,

Jen Hebert

West Jet Flight #3100 April 2/17 11:05am from Fort St. John BC to Calgary AB.

I have a registered emotional support animal that I have had on previous flights with West Jet with extremely good service, caring flight attendants that were extremely attentive to my dog on board. Due to his weight + measurements, he was deemed a lap dog, which he is used to.

The flight attendant (Austin employee # 16469) told me my dog had to go on the floor as he is "larger than a 2 year old child". He weighs 15lbs and is a small Italian Greyhound. I explained to him that he sits on my lap and always has and why he was able to sit on my lap during previous flights. He stated "I don't know, I wasn't on those flights". He stated he went and reviewed the manual and it stated my dog HAD to go on the floor. A female flight attendant came and told me to put my dog on through floor, I tried to explain the information above to her, she rolled her eyes and said "your turn" to Austin (to come "deal" with me) and he then became very rude and said I must follow the rules.

I struggled to get my dog to stay on the floor, he began panting heavily, and clawing at me to sit on my lap. This caused me increased anxiety and I had to take medication. This emotional support animal is meant to decrease my level of anxiety in times of high stress and triggers.

I felt discriminated against, both flight attendants were condescending in the way they spoke to me, they didn't show any empathy towards my emotional support animal or myself, I was in tears and felt helpless.

Halfway through my flight, Austin came and told me he spoke to the pilot and I was now allowed to have my dog on my lap. He then provided me with his name and employee number as I told him I would be filing a compliant. He then said my dog would have to go on the floor during landing, I complied.

My connecting flight, all flight attendants were excellent, reviewed take off/landing, offered my dog water and all came to say to us. A completely different experience.

I am extremely disappointed with the service I had on my flight and I am now hesitant to fly with West Jet again (I live in Ontario and work in BC so I fly frequently, I also take several vacations a year and have always used West Jet).

I would like a refund for the flight due to the unnecessary stress it caused myself and my dog. The discrimination and lack of respect and empathy I received from both flight attendants was disgusting and believe this doesn't reflect West Jet's philosophy of "just because you pay less for your flight doesn't mean you should get less" and your "caring culture" or mission to "enrich the lives of everyone in WestJet's world by providing safe, FRIENDLY, and affordable air travel" etc.

Please contact me my e-mail and by phone regarding this matter.

Thank you.

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.