WestJet Airlines
Reviews and Complaints

"Stan" in call centre needs more training!

i was wrongfully charged baggage fees at the westjet counter on pearson airport on my way for a trip only to realize as an elite cc holder, first checked bag is free. i was calling to get this refund.

i decided to deal with it when i came back from my trip and "Stan" from the call centre picked up the phone who fully agreed with me from the beginning that i should get a refund.

The problem was he figured this out in the beginning of the convo but was on hold with me for the next 30mins just in silence while he was trying to figure out how to refund me this money--only to tell me that he needs to transfer me to another line and that "you have to explain a lot more in detail? " ,why? you just agreed that i need a refund? what more explaining do i need to do? are you kidding?

to top it off he wasn't sure who to transfer me to and he told me this NOT with his inside voice! LOL,

he put me on hold again for the next 30mins only to be answered by another person who is as equally confused as he was.

Finally i called from hubby's phone while was on hold with Stan to try my luck to see if i can get a more competent person as i really wasn't sure if Stan really transferred me to anyone at all after being on whole for 20mins (plus the 30mins i was already on the phone with him)

Hallelujah! i actually got a call centre employee who knew what she was doing as she was able to solve the issue and send me a refund within the 5 minutes of speaking to her. THANK YOU SO MUCH "ANJUM", if you get her on the call centre, she DOES know what she is doing and she is a professional! WestJet, please ackowledge Anjum for doing her job properly.

Again, Anjum thank you! you're a gem ! We need more people like you...

Hello,

I would like to bring to your attention the commendable service we received at the Merida, Mexico airport on March 14. We were preparing to board flight 2793 to Toronto when we realized that we had misplaced our carry-on luggage. Two employees at the airport calmed our fears and managed to find our missing bag.

The one manning gate C4 immediately called security and they shortly ascertained that luggage matching ours was in lost and found. A second employee then escorted me to lost and found, where we found the missing luggage. He then helped me back through security.

Unfortunately, I did not get their names but they were the only 2 men on duty that day. One was taller and both had short beards.

They deserve a note of thanks.
Chris Zelkovich
[protected]

Flight was for March 20, 2020. Westjet cancelled all flights overseas on that date. No alternatives. I was told no refund, but TravelBank rewards. In October 2020, the CEO announced that all travellers asking for a refund because of the covid cancellations would get one. Five months later I requested a refund and was told no. Now Westjet says they will keep my money, no refund and if I don't like it, to file a complaint with the CTA. Not exactly following the words and spirit of your President, are you? I want a refund.

We have booked a flights for Cynthia Carr and myself (Keith Fitchett), through expedia on westjet to return from toronto to winnipeg on May 8, 2023 - WS529 original time of flight when booked 9:35 pm after booking the time has changed to 7:30 p.m. west jet confirmation code UCHBVB. The april 27th flight is still acceptable. The May 8 is only affected flight is a connecting flight as we are flying back from london, England on the 8th. Based on the timing, there is now insufficient time in between the flight from london and the flight from toronto to winnipeg to make the connection. A basic economy flight was booked so west jet indicate they will not allow a change or refund as the change is less than 3 hours. We would not have booked this flight if the flight time had been 7:30 p.m. as per the change.

I have spoken to west jet and expedia both indicated that based on the policies they do not have to change the flight or refund the monies. The seems very wrong when it was the airlines change that caused the negative impact on us without us having any choice in the matter.

Hi I had put deposits down for my wedding in Cancun Mexico for Oct 2020. The pandemic restricted flying and instead of providing a refund, westjet gave me a $1200 credit in westjet dollars.

I got married in Jan 2021 and further journeyed into pregnancy and maternity leave. This is the first time I can make travel plans since the refund was issued, and Westjet has now expired my entire travel bank.

My account number is [edited]

My name is [edited]

The trip from Saskatoon to Cranbrook. We had a significant delay in Calgary where they lost everybody’s bags in the process now that on its own, I get it stuff happens, but on the way on the trip back the experience got even worse when there was three gate changes from opposite ends of the Calgary airport to the other, which is a pretty significant hike. Unfortunately, my health isn’t the best and the hike from one end of the airport to the other which is a very long distance to run back and forth caused me signifocant pain and discomfort. In the past, I’ve always had a good experiences with WestJet. However, this experience may cause me to never fly with WestJet again.

I was scheduled to depart fort mcmurray on flight WS344, from Fort Mcmurray to Calgary on a February 22,2023 at 0555 hrs. We were advised by the flight crew that the plane was not started on time, and there were engine problems. This was confirmed while on board, as the Captain personally apologized for any disruptions caused by the error. The flight was delayed by three hours. Our reservations on the connecting flight were cancelled mid air, even though the flight, WS1402, from Calgary to Phoenix was departing on time.

When I arrived in Calgary I was referred to customer service, who, despite the captains admission, and acceptance of responsibility, said that it was “the weather”. Our weather in Fort McMurray is never a surprise. If I have to be work for 6 and it’s supposed to be close to minus 30, it’s my responsibility to ensure I start my vehicle in advance of having to drive.

I was unable to arrive when Westjet stated, and as a result, I missed the event we went to Phoenix for in the first place. The transportation arranged had to be cancelled, as I arrived too late, resulting in additional funds being spent on transportation to our hotel. Not to mention the loss of a day of our vacation.

On top of that, westjet lost my bag, left it in Calgary, resulting in me having to purchase clothes and appropriate footwear.

I put in a concern, but have not heard anything back.

We left Halifax on February 28 says right on the computer special assistance was needed. We were in Halifax in plenty of time, booked in needing and asking for wheel chair never got it. I paid for 4 th row seating due to my disabilities they put me in row 19 right over the wing inhaling fumes which made me terrible sick and unable to go to bathrooms.

On the way home in Toronto airpot on March 7 again no assistance available by the time I was able to walk the long uncomfortable walk to get to connecting flight we almost missed our flight and my feet were bruised and swollen to the point it felt like my skin was going to ripe open.

We were just about to where we checked our luggage in, a west jet employee was just walking out from this area,I said excuse me and being very out of breath and sweating, asked her can you help me for a second we just need to know if we’re in the right place. She rudely replied I just got off my shift and kept walking.we found another young lady only being there for her third day she helped us. The man behind counter said you going to be late your luggage won’t make it but put it on the belt and get upstairs. He didn’t even help me load suitcases on belt but stood there and watched me struggle, and I said I can’t lift those as he continues to stand and watch me struggle. My husband couldn’t help me he only has 1 arm. We got home to Halifax and no luggage. I have all my medication in there as is my husbands heart medications. My purse,cell phone,money, wallet, credit cards and had to leave with nothing. VERY VERY poor service this trip. I was leafy in a very bad state not able to get any help at all.

Reservation Code: EDEHVN - Kenneth Lewis Hendrickson ([protected]@vvi-ltd.com) Cell: [protected]

Sunday November 6th 2022 Westjet from Kelowna BC to Vancouver BC

Flight No WS3327. Late taking off due to Westjet's problems with their computer systems went down. Flight delayed. Then from Vancouver to Las Vegas flight delayed again Flight No WS1790. I had booked a car rental however when I arrived at the car rental the place was closed, hence I had to go and rent another vehicle which was more expensive. I went to Las Vegas for a golf tournament and then Westjet lost my golf clubs. I had to rent golf clubs. It took Westjet 3 days to get my golf clubs back to me. I gave Westjet receipts for items that I believe that Westjet should be held accountable for. I received a response from Westjet on December 30th 2022 from Expense Delays asking once again for all the information again. I sent back the same information on February 6th 2023. I sent another email on February 13th requesting information, no response.

I Made a economy reservation with west jet to mexico with my son November 2022 then I was offered to modify my upgrade to economy plus for a extra $750which I did Feb 24 2023 I was offered to modify my upgrade to business class and paid another $800 thinking this would be a great experience for my 40 year old son since he has never flown out of the country. We flew out Feb 26 2023 flight 2154 The problem is that there was a 4 to 5 year old child running up and down the isle because each parent had there own seat in front of me then the child was climbing on top off the seats were the tv screen is on my side also yelling I at that time asked the stewardess if she could mention something to the parents they said nothing for the entire trip so I was unable to sleep or relax even when we were finally landing and they were checking everybody to make sure we had our seat belts on the child was jumping on the seat and the attendant said nothing. I do understand stand children can be a pain and i also understand you have no control if the child is crying but the entire trip was very annoying due to the fact he kept climbing on top of my tv and again the staff said absolutely nothing even when I complained.secondly myself and about 10 people had to wait a extra hour for our baggage even though I had a priority tag everyone got there baggage even another west jet plane had arrived and the customers all got there baggage before we got ours. We had a driver scheduled for a 6 pm pick he had to wait till 7 when we finally got our luggage. I also spoke to several people who were on the same flight and they told me the flight was empty and you could have sat in a different seat and had the whole section if I had this option in business class I would moved I and my son are flying back on march 9 2023 and I did click the modify seat upgrade and put in a bid but after the experience I had coming down I canceled it I don’t think this trip was very fair in paying all the extra for the bad experience. My wife and I have flown many times to mexico Toronto Calgary vancouver and always flown with west jet and we always fly premium plus or business and have never had this kind of trip or experience. I don’t expect a free trip but I do think we should be reimbursed for the upgrades we paid.

On the 28th February I was on the flight WS 706 from Vancouver to Toronto which was canceled due to snow. I was told to go to an hotel and Westjet would email me my new itinerary from Vancouver to Johannesburg.

9 hours later and i am still waiting and still do not know how i am going to get to Johannesburg.

Never as a pensioner have i been so badly treated, ever...

My original e-ticket number [protected]

Reservation number 3HN3FJ

Confirmation number VAXYHQ

KLM Confirmation number KXF8V3

I am currently in Vancouver at a Hotel which i have had to pay for myself.

This is absolutely terrible

My cell number is +[protected]

WestJet delayed our flight by 2 hours so they could wait for pilots and flight attendants to hop our flight to get home to Calgary. They were not part of the our flight team but just getting the last flight back to Calgary so they could get home.

Meanwhile we all had to wait for them to arrive and get a seat on our plane.

Meanwhile passengers would be told to arrange another flight if they missed there connecting flight.

At Calgary our luggage was delayed by an hour due to it was cold outside?

Duh! its winter and cold.

Very poor service all round which is getting pretty consistent with WestJet. It used to be a good airline but really has declined over the past few years!

I should have been home by 11:30 pm but instead was home at 3 in the morning.

There was people with small children and ones that had to work the next day.

I felt bad for them

Flight. WS130 Feb 23 at 21:15 pm. Vancouver to Calgary

West Jet cancelled our Flight WS154 out of Victoria BC November 5, 2022 due to WestJet's system wide computer failure. WestJet informed us in writing they could not offer us an alternative flight. We were forced to make alternative flight arrangements at great personal expense. WestJet has offered us $400 per passenger compensation but the Canadian Passenger Rights Contract clearly states we are entitled to $1000 per passenger.

We are David Bruce Solberg, ticket number [protected] and Joan Solberg, ticket number [protected].

RE: WestJet Rewards ID: [protected]

Long story short... we had $1,814.92 worth of rewards points in our WestJet Rewards account. This evening, when we attempted to book our flights to Vegas in April, the WestJet customer service person told us that our bank was empty; that these points had expired on February 18, 2023.

Back up a couple years... When we were forced to cancel the trips we had booked a couple years ago due to the goings on of the world, we were instructed that WestJet would not refund us our money. However, in exchange, if we set up a rewards account that money would be held in that account in trust for us to use at a later date. That was an acceptable alternative. It has been quite some time since we've had the opportunity to get away on a vacation and quite honestly, we thought that we had until February 24 of this year to book our flights, apparently not. $1,800+ is a lot of money for WestJet to keep for a service that has not been rendered! Very disappointed in how this has all been handled. We would appreciate it if you would return the $1,814.92 back to our rewards account. That's our money, not yours. That's called theft, not to mention ethically wrong and poor customer service. We find it difficult to understand why these points would have an expiration date at all?... makes absolutely no sense!

I was scheduled to depart Las Vegas February 14, 2023 on flight WS1585 at 17:40.

I received an email from WestJet indicating my flight was delayed until 18:30. I proceeded to the Las Vegas airport only to find out my flight was now delayed until 19:45.

I called WestJet, the representative informed me the flight was cancelled. I did not receive emails concerning the second delay or the flight cancellation.

The representative rebooked me on flights departing February 15, 2023. Departing Las Vegas on flight WS1789 to Vancouver scheduled to depart at 12:35 (which was delayed over an hour due to an apparent cargo strap problem) which actually took off at 13:56 arriving late in Vancouver and touching down in Victoria at 18:28.

Left LAX on 15th Feb. 2023 on flight WS1511 to Calgary and was to connect to Winnipeg on WS202. I was told by the agent ay LAX that my bags (2) were checked all the way through to Winnipeg, MB
Flight WS1511 left LAX on time and arrived in Calgary on time.
We went through customs fairly quickly and arrived at the gate in Calgary at 5:30 pm, 45 minutes before our connecting flight at 6:15 pm to Winnipeg. At this time, boarding had not yet commenced.

When our Zone 2 was called, we approached the gate, only to be informed that we did not meet the required minimum boarding time requirements and that we could not board. Agent told us our bags could not be transferred to this flight, so we could not travel without them. Agent told us to go to Guest Services to get help. At Guest services, we were told the same thing. The agent proceeded to book us on the next flight, WS236 to Winnipeg. I asked the agent if our bags would be on this flight, I was informed that they would be.

We arrived in Winnipeg on this flight, on time, and proceeded to the baggage. When all the bags were delivered including a flight from Toronto, approximately waiting 55 minutes, our bags had not arrived. We proceeded to the baggage agent, long line, long wait, another 35 minutes. When we finally spoke to the agent, surprise, surprise, our bags were there. The bags were on our original flight, WS202, but without us. How can this happen? We met all the requirement, but Westjet did not. How did our bags fly without us, I was told this was not allowed.

I am so disappointed and frustrated wit Westjet. I travelled for 30 years on business, mostly with Air Canada, but when I retired we decided to give Westjet, an employee owned company, a chance. I have had some good experiences with Westjet, BUT, this episode has put a real bad taste in my mouth.

On December 16, 2022 I took a westjet direct flight to Manzanillo. My bags did not arrive. I filed a report and was told by a westjet Rep that once my baggage arrived, they would be delivered to my Hotel. I had to buy some clothes, shoes and other things, I spent around $371. After calling the Westjet rep twice a week, no bag still. After 26 days, my bag arrived in Manzanillo. I was told to come to airport to pick up my bag. I had to take a taxi from La Manzanillo to Manzanillo, it cost me $100. 50 dollars each way. I submitted my claim and I have not heard from Westjet regarding my claim of $571. I have phoned [protected] and been on hold for long time with no response

I was under the impression COVID restrictions were over and that is the only reason I scheduled a flight with your company to fly to Fort Lauderdale from Toronto on Monday, Feb 13 at 5:00 pm.
I used help to check in and the lady asked me if I was vaccinated and I said no and then she asked me if I had a COVID test in 24 hours and I said no. I had no idea this was required to fly to Florida, or I NEVER would have flown. Nowhere on my ticket does this say is required. I don't do vaccines or masks and it's none of any airline's business, COVID is the flu is over so you can imagine my surprise at how ill informed your staff is and how rude they were for not allowing me to fly. The tests are bunk science, germ theory is a hoax, Pfizer admitted they lied, where have you all been? People are dropping dead from the vaccine and your staff is asking people if they are vaccinated? What the hell?