WestJet Airlines
Reviews and Complaints

Since I can't find the complaint line. I'd like to share my horrible experience with WestJet customer service since the "Owners Care".
On Monday Feb 15, 2016, I called Westjet and end up creating an account. The agent Collette said she had put $50 into my bank and asked me if I'd like to book my ticket with her. I declined at the moment, as I was in a public place and didn't want to disclose my credit card information. Collette said that's find, I'd receive the information in a email and I can book when ready. Which I said thank you and this call occurred approx. 8:30pm.

A hour had passed and still no email and the flight I wanted was 11:15pm from YYZ-YUL. So I called back because I had assumed my email was recorded incorrectly which I was correct.

The next agent I got was Silvia (Agent I.D: 22023 which she said was Ms2). Because I had to wait for a call back, this called occurred around 9:45pm. After we determined the email was incorrectly taking, I asked Silvia if I can be compensated because I'm going to miss my flight.

Get this! And I'm paraphrasing here and it can be confirmed on the recording. Silvia told me that it's not her fault if I miss my flight, regardless of me having a coupon for $50 I should book it full price. I told Silvia, who the hell has a coupon for any product (groceries, clothes, travel) and doesn't use it when time comes. Silvia insisted that's not her problem and I can't be compensated because her fellow agent didn't record my email correctly, which she could've confirmed via (alpha, bravo, Charlie, delta, echo, etc etc) confirmation. Silvia was rude, didn't want to provide her agent I.D so I could have my call reviewed and insisted that if I miss my flight I'm dumb for not booking even though I have a coupon I can't access because I never received the email.

This is the worst type of agent you can possibly get, I'm a very lenient individual. But to know there's people out there who need a job, who are struggling is disappointed knowing someone like this works for a airline were there slogan is "Owners Care".

All I wanted was service and to book a flight with my money that I work for and working for Customer service myself and receiving certificates for my great customer service. I want WestJet to understand how pissed I am, that I didn't have the time to deal with Silvia and teach her the definition of Customer Service. Hopefully no one ever has to go through what I did, bringing my NBA All-Star weekend to a horrible end.

I supposedly purchased a Pomeranian puppy from a perso named Alicia Cartwright. the puppy was supposed to be flown o my state via west jet pet transport. Well I get emails from this Alicia and west jet pets that the puppy would be there the next morning. needless to say it couldn't arrive because the co said the puppy had to be them controlled pet carrier and that they needed me to send then $2900 that would be refundable after the puppy arrived. I did not fall this one. I am embarrassed to admit I did on the puppy. this kind of criminal activity needs to stop. hope this will help someone else. Connie.

West Jet are fully aware of the fact that my husband is head injured and they gave us a two for one fare based on information received from our local doctor. Even though West Jet offer fares for disabled people, special needs, they have neither the compassion or the intelligence to deal with disability. In the past two years West Jet have kicked us of their planes. This is after they placed us in seats they picked. The first one was opposite the toilet at the back of the plane and the second one was to place me ( not disabled ) on the emergency door seat. The ask me to move. It was midnight at Calgary Airport and we had just boarded. As the long standing caregiver I was tired and did not want to move. After being asked by three different attendant I did move and sat beside my husband. West Jet then sent in a fat thug to remove us from the flight...why because I said the following "This is b---s---" "You are all power tripping me" Even though I had moved seats as they requested,

Terrible customer service when flights are delayed or cancelled. Very unhelpful in finding alternative flights and provides no assistance in finding a hotel if you are forced to stay overnight due to flight cancellation. Westjet has lost its customer service advantage!

West jet informed me that the flight, when i was booking it was out of economy value seats and i would have to book a seat at a higher rate to fly home on Monday 14th of Sept.
when i boarded the flight there was only 27 person not including staff on the flight. they of course have not responded although repeated calls and their wall of phone block agents refusing to allow me to speak to a Superior management person who could explain why i was a victim of their lack of truthfulness. (flight 676) Calgary to Toronto

This has been a while. Two years ago, me and three of my friends flew with WestJet to Los Angeles.

We went through all security checks in airport with the question: were you guys checked in already? We were all confused and our answers were "NO" to every level of security check.

We arrived in the plane with a family of 4 sitting on our seats. When the attendance checked, they family was holding boarding passes with our names. We offered to sit in empty seats so the plane can take off without delays but were prohibited by the attendance.Took the attendance 2 hours and came back with no answer why this family had our boarding pass as well as passing through the security checks with no question. The flight was delayed for almost 2 hours and we ended up sitting in other empty seats.

All passengers on the plane were angry and thought me and my friends cause the delay. WestJet has made no explanation, apology or suggestion to compensate for the inconvenience and/or mistake. Will not fly with WestJet again if necessary.

I was flying with west jest from calgary to toronto.
Inside cad in was cold so I asked the stewart to for blanket she sold me one for $4, 00 as I opened the bag it has smell in it. However I have no choice to use it. As I used it I discovered that the colour of the blanket come of my new pair of pants
I asked the stewart for help in this matter, her answer was to file complaint.
I always values million times better then the world worst airline"air canada" after this trip I feel west jet should look after there customers
Otherwise there will be no difference between air canada and west jet.
Upon my arrival at toronto airport discovered that we were missing the suite case,
Please look after you customers as your staff to help your valuable customers not read books we customers in the flight needs help.
Don't be a cheap airline. Look at service for emirate, ba, jal and learn lesson, instead of gouging your customers

My husband and I had flights book for Monday June 29, due to the highways being closed we were not able to arrive till the flight was missing, although we gave ourselves 4 hrs to get there. The customer service woman was extremely nasty, her first response was nothing we can do, we don't rebook missed connections. I mean REALLY? We ended up losing 800 dollars because they refused to be even the tiniest bit accommodating.

My flight from Hamilton to Edmonton (WS405) got cancelled tonight (July 27th). I went to the arrival/baggage desk as told, were a WestJet agent looked at my ticket told me I would be on a flight tomorrow morning and to check in online. She never once used a computer to look up any information just wrote the new flight information on my ticket. I have been staying in St. Catharines (45 min-1 hour outside of Hamilton) so I contacted somebody to come pick me up at the airport. I was never asked/offered a place to stay for the night or if I had a drive. As I'm from Edmonton I found this odd especially after I heard other passengers had been given vouchers but my ride had arrived so I left the airport. About 45 mins after leaving the airport I went to check in on my WestJet app which informed me that I was actually put on a flight leaving for Calgary tonight then a connection to Edmonton. Upon finding this information I called WestJet customer service where I had one of the aggravating experiences in my life. After explaining my situation the agent informed me that he couldn't find any cancellation for my original flight, then he couldn't understand why I left the airport, then why I couldn't just had back to the airport for the flight that was to leave in 15 mins. Finally I was able to get him to look up the flight that was leaving tomorrow (the one I was told I was one) which he informed was a direct flight from Moncton, NB to Edmonton. While this flight does originate in Moncton I know that it stops in Hamilton as I've taken it before. Finally he figures out that it does stop and Hamilton and says he'll change my flight. 5 minutes on hold later he comes back on to ask why I seem to think I need to get a flight in Moncton when I was originally leaving from Hamilton! When I try to explain that he clearly didn't understand what I was talking about he hung up on me! I didn't yell at this agents, I didn't curse despite being upset, all I did was try to explain again and this is the response I got. After this incident I called again and dealt with another agent who was able to change my flight and informed that it is not WestJet's policy to hang up on customers but that all supervisors had left. She at least took my information and filed an after hours report for a supervisor to call me back in the next 24-48 hours. When I get a call I will be asking for a refund for this flight.

Just earlier today on February 20th around 4:15am-4:30am, my travelling companion and I received a very infuriating experience at the checked bag drop counter at Orlando International Airport. Both the workers that serviced us were unnecessarily rude and incompetent. The one that served us first is Maria D. and I did not catch the name of the other worker, but she wore glasses, had light skin and was a heavy woman. My travelling companion had received two confirmation e-mails from WestJet that explicitly stated that due to the fare type, both of us would have a free checked in bag. The first e-mail was received on the 17th and the second one was received yesterday on the 19th. Maria proceeded to tell us that we must pay for it and go try to get reimbursement from WestJet afterwards - she insisted we do this, twice. This is ridiculous because we should not be charged for this, especially when we paid so much for it and our flight from Toronto to Florida had no hassle considering this. Her telling us to just pay first and try to get reimbursed later is redundant and completely a waste of our time when she should have the quality of a worker at the Orlando airport to deal with her mistake swiftly. She told my travelling companion to go off to the side and kept rushing her, when my companion had to lift my checked bag off the machine that weighed it and had to move the two bags off to the left. She is not superhuman, so no, she could not do all of this within two seconds. After waiting for the next person in line to finish, my travelling companion showed the two e-mails to the lady working beside Maria (earlier described) and she also was unable to handle this professionally. She demanded to see the second confirmation e-mail in a way that insinuated that she did not believe us. She then said she will only let us check in one bag free, when she had just read two e-mails stating that it was one free checked bag PER GUEST. Maria and her argued with us saying that they cannot do anything, as it says it in the system. After my travelling companion pointed out the description in the e-mail, the lady working beside Maria printed the luggage tags and checked both our bags in finally. How hard was that? What are these excuses saying they are unable to do anything and with a few clicks of the screen and lots of arguing, they are suddenly able to? I have flew with WestJet in the past and previously had a very positive experience. This experience however has changed my outlook on WestJet.

My son left to catch his plane last Monday to go back home to Brandon Manitoba, he had already purchased a bus ticket from Winnipeg to Brandon. Thinking there was plenty of time from when his plane lands in Winnipeg. Only to find out his plane was delayed to hours, there for his plane left at 12.10 instead of 10.10 pm he now had to purchase a hotel in Winnipeg and purchase another bus ticket to Brandon Manitoba. So instead of it costing him $30.00 it ended up costing him a hotel fees and another bus ticket. If this plane wasn't delayed he would have been able to catch his bus at 11.30 Monday night and be home to get enough sleep for he had to work Tuesday afternoon. I am very disappointed in this company.

I have always preferred to fly with West Jet over any other airline company my whole life. With West Jet I always find the service to be outstanding, that the staff will go out of their way to go above and beyond for their customers, and that the staff has always been happy, friendly, courteous and funny. I have always paid more money to be on a West Jet flight rather than fly with Air Canada.
On Fri April 18, I flew from Edmonton AB to Jamaica, with a connecting flight in Toronto. My group was a party of 5. Our flight from Toronto to Jamaica (West Jet flight # WS2660)was one of the worst flights I have ever experienced with any airline. Our flight attendant Jenn, (#6724) Was beyond rude from the get-go to the end.
To start off, the flight attendants were handing out customs papers. As she handed them to my friend and I, I kindly and simply asked if it was one sheet per family. She rudely responded that "the announcement said one per person" and carried on her business. her tone and matter of the reply was completely unnecessary. As my husband was filling his out, he made a mistake and took mine instead for his. When Jenn came around again, I said "excuse me, could I please have another form, my husband made a mistake on his and took mine." Jenn then loudly scoffed, and in another rude tone said "fine, but this is the last one!" After she walked away, the folks sitting behind us even told us they couldn't believe how rude she was being and couldn't believe she actually said that.
When the beverage cart came around, she was even rude to us about that. She said we could have one drink an hour, however only came around twice on a 4 hour flight. I didn't even bother to try and argue with her about that one, however the rest of my party was very angry about it and how she was treating all of us.
If ever any of us were standing in the line waiting to use the bathroom, and the seat belt light would come on, she would immediately send us back to our seats, even if we were waiting quite awhile. However, she NEVER sent children and/or their parents back to their seats.
It really sucks being excited to start a well needed vacation only to have it start off on the wrong foot.
One of the other flight attendants actually came over to us near the end of the flight and apologised to us for her behaviour and attitude.
In the past I would have never hesitated to recommend West Jet to anybody. Now, Im not too sure I would ever recommend west Jet, and I will think twice before choosing West Jet.
I am very disappointed.
Charla Irvine,
charla.[protected]@shaw.ca

I bought tickets to Canada from the website www.westjet.ca. So I paid $290 for the tickets, and I decided to contact the customer services, because I haven’t received info about seats. And the lady informed me that I haven’t booked the flight. So I really needed to fly ASAP, so the rep told me to $500 for the tickets. They are thieves and dishonest people. I won’t use their services again. Please, post your comments and share your views about this company.

Was at a friends place and she was getting ready for a flight to Edmonton for a company event, and WestJet called left a recorded message, turned out her flight had been cancelled, with no explanation, she needed to be in Edmonton by 1800hrs, the only alternative they gave was a flight to Winnipeg and a connection to Edmonton, this would have been a 5 hr journey for what was only supposed to be a 1 hr trip, this was not possible, and when she requested a refund she was met with a very rude and confrontational service person, who refused to refund her for the ticket.

My husband's father died suddenly. He already had a flight on another airline to go to San Diego. The other airline totally refunded the cost of his flight when I explained his father had died and he needed to go to Toronto to be with his family for the services. I looked up the price of flight from Vancouver-Toronto, It was $835. I phoned and asked about the "compassion" fare price: $935! $100 MORE! What kind of compassion is that? I said "No thank you. I'll go with the one off the Web (this was to be in 4 days). So, he did. Don't know what their version of "compassionate" is, but $100 MORE sure isn't it!

We where on a plane for 3 and half hours and we where hungray they were suppose to give us breakfeast and a lunch but what a suprise because for breakfeast we had a choice of a cookie or a little bag of meli melo, then lunch time came and same choice. I took several airplane before and we did get a lunch, and also it was do cold that our feet was frozen i had to seat on my feet to warm them up. Then i had a kodak easy share but not alout to take picture with it, wich in other airplane i always did. Some of the staff was miserable. I will never take west jet again in my life.

I used to not understand why all my employees lately insist that their flights are booked with Air Canada instead of Westjet, but today I experienced it myself.
We book about 2 flights per week and I used to always prefer Westjet, but after today, I think I will be like all my staff.
Here is why:

Today was the day, that finally I had to personally attend a meeting in Abbotsford, BC and I had booked my flight out of Edmonton International in advance.
Due to some unforeseen circumstances, I arrived at the Airport only 40 minutes before departure, but figured it will still be okay.
Far from it.
First I needed to check in and get my Ticket:
There are about 12 counters for Westjet. One Hostess was sitting on the far left one doing absolutely nothing, 5 Hostesses where standing around the entrance yacking with each other, 1 Hostess was helping a customer with her phone in hand, obviously trying to solve a problem. So here I was standing in line behind some other people waiting.
Finally one more Hostess showed up and opened another booth.
By the time I made it to the front, she ask me to “hold on” and went to the next booth, picked up the phone and made a lengthy call, all why I was standing and waiting.
Finally it was my turn. By now it was 25 minutes before departure. I was told that my bag could not make it onboard and I could not bring it as a carry on off course because it was a bit too big and heavy.
I asked for a solution, but was simply told to book a new flight (via Calgary Arriving at 16.30 in Abbotsford, off course way too late for my meeting)
I asked if I could just store the bag in a locker and just go without my full gear, but the simple answer was that by the time I have it in a locker, it is too late to let you board.
YOU KNOW THAT WE STARTED BOARDING 30 MINUTES BEFORE DEPARTURE TIME. (What a bunch of …. I have never boarded 30 minutes before departure in my life and you all know it.
Asking if I will get reimbursed I was simply told NO.
No possible alternatives where offered, no attempt at all in helping me was offered. SIMPLY ABSOLUTELY NO HELP OR SERVICE!
I GUESS THAT WHAT I GET FOR DEALING WITH “OWNER”
Thanks but no Thanks. This is how you lose your customers. With grumpy Hostesses that have no time to help or even attempt to keep someone happy.
Thanks to this I have lost my payment for the flights (there and return) my Hotel reservation was charged and my Rental Car was charged.
On top of it I missed a very important meeting, that I was absolutely needed for, which I cannot even start to fathom how much I will lose over this.
Thank you very much Westjet. I hope you are all happy with spending the money you got from me.
Rest assure it was the last time.

Very unhappy

West Jet operates from Toronto to St.Martin, lots of tourists and students use it from Canada. We bought a return Ticket for our son who studies there. Since this Airline has no direct flight from Regina to Toronto, they book him from Regina to Calgary and then Calgary to Toronto. This takes almost the same no. of hours like the International flight from Toronto to St. Marten. I told him to use the Air Canada flight which goes non stop to Toronto and Next Day check in from Toronto to St. Marten by West Jet. Since it was the long weekend of Labour Day and the waiting time on telephone is endless we could not inform the West Jet and when the Boy arrived at Toronto for Check in, they told him that your ticket has been cancelled because you did not take the Local flight. Even though it was not the same day local flight and International flight, there was a gap of one day between them. The Boy has to pay again for the New Ticket to take the same flight which was going to St. Martin. We have travelled in third world countries on their Air Lines, they call you at home 3 to 4 days earlier to check if you are taking your flight or you want any changes in your booking and if you tell them for changes they accept it without any extra costs. This so called First world Air lines are worse than the Bus Service. You have to wait on telephone for the very busy person to have time to talk to you. They Love to find a small reason to Charge you more money and then they defend themselves like it is your fault not ours and if you are not happy with our service then take another Airline...imagine these words from the Lady from west Jet complaints section. So Dear West Jet Management team...Go to hell from our side...you are the worst people in this Business and a Shame for the Travel Industry...

Hi my name is melva dobbin,
My husband and I took a flight with west jet on oct.26th 2011 on monday morning I must say our trip wasn't planed my husbands mom was really sick in the hospital in st johns nf so we had to book a flight with you guys I must say my self and my husband we did have a very nice flight going down to nf but on oct.9th 2011 when we got on the plan in st johns air port to return back to toronto air port we were checking in our things and my laptop was taken fom me at the gate and I had to remove my laptop outta my laptop bag and I did but when the gaurd put it back in my bag he slap it in alful hard I had ask him can you please be careful I just got that laptop from him [my husband for my birthday he just gave me a mean look and no I knew we wasn't aloud to use the laptop on the plane but I never even had plug it in which there wasnt a plug jack for it anyways and yes people play games without having internet all the time, so I just got on my way to get a seat which I had not notice anything about my laptop until I went to take it out on the plane to play some games and I notice I couldn't do that because my laptop was broken I look at my husband and said omg look at this, I had notice that my laptop had a dent in it badly with a scratch also I use a mouse with my laptop and my mouse came with a stick for the mouse to work and I had notice when I went to use it my stick was broken in pieces so I could use it so I had to use the laptop mouse on my laptop so I just said to my husband I am so mad I started to cry becuse he gave me that for my birthday he look at me and said thats ok honey we will deal with it when we get home so now I am, I am not happy with our flight coming back to toronto as we boarded on the plane my seat was wet really bad it got my sweater and jeans so wet it look like I wet my jeans which I complain to the flight attented and she came with a cloth and wiped it dry for me I was so imbaressed I was afraid to go to bathroom figure someone on the flight thought I wet in my pants, also when I ask my husband what do I do he said to write you and complain, I had for 19 yrs I being in ontario every time I go nf I always take west jet and never have any problems untl that day I would very much if you can email me at my email address is mrd.[protected]@hotmail.com or call me at [protected]. And tell me that the is something gonna be done about this because if not myself or my husband will be taken our trips to nf on another flight company sorry if I sound rude I wasn't brought up to be like this I was raised up with to religious parents who wore a salvation army uniform all their life and my dad had fighted in the war so if I seem mean I am sorry. Thanks for taking time to read my email looking forward hearing from you soon. I would've email you b4 now but on that day oct 9th when we got home I had a couple hrs to drive to get home here in stratford then unpack our frozen meats then b4 we knew it I had to go to bed because I had to have surgey on my arm the next morning of the oct 10th so its only yesterday I was able to get the strength to write to you with 1 hand sence I have a case on my arm. Please contact me if you have any questions or email me if you fine my email difficult to understand thanks alot melva dobbin.

My experience with west jet was awfull! Never again, Air Canada is way better. The crew aboard was really aggresive and disrespectfull with me I had a dog with me aboard, the stewardess was on my case for 5h straight, i figured she wasnt really friendly with dogs. The service received by her was insane, she was looking at me with weird faces everytime and asking me to move the kennel etc. While flying my dog start moving and pushing to come out of the kennel I had a hard time trying to push her back etc I figured that she was scared of something since she never did that before. Instead of asking me if I needed something for my dog etc she was all frustraded at me and we start arguing abit, I was trying to explain her that the way she was treating me because I had a dog was unacceptable. She asked me my boarding pass, I saw her going infront talking with another women and (talking behind my back) the other woman came back to me and told me I would go out of the plane first I ask why she didnt answer me. Once we landed they took the microphone and said : sorry passenger we have a speciale guest aboard she will leave the plane first. Everyone were staring at me.. At that point I got really mad and upset, they push way to far for a dog. When I came out 2 cops was waiting for me again everyone staring at me getting out the plane I felt terrible this experience was unbelievable for a dog! I didnt even do anything they made me fell like a terrorist or a public danger. I explain the cops nothing happen aboard and I wanted to talk with the stewardess she finally came out was really ### with me and they let me go all this for nothing! I cant believe they are allowed to do such a thing to a customer I was so chocked. Badest experience WESTJET NEVER AGAIN.