WestJet Airlines review: Employee

Subject: Feedback Regarding Unpleasant Experience with WestJet Employees

Dear WestJet Airline

I am writing to express my profound disappointment regarding an unsettling experience that my husband and I encountered with WestJet employees during our journey on January 4, 2025. We were scheduled to fly from Toronto to Vancouver, followed by a connecting flight to Prince George, departing at 6:30 AM.

After completing the check-in process for our luggage and obtaining our boarding passes, we proceeded to the security check. Unfortunately, the queue progressed unusually slowly, causing us significant delays. Concerned about our timely arrival at the gate, I approached one of the security agents to inform her of our imminent flight. She assured me that it would be acceptable to remain in the queue.

Once we successfully passed through security without further incident, we hurried to Gate B20. Upon our arrival at approximately 6:20 AM and when we just reach to the gate clock turn to 6:21 AM, two employees observed us running toward the gate. To our dismay, they informed us that we could not board, despite our explanations. After several minutes of pleading, they stated that it was now 6:23 AM and we were three minutes late. We expressed our confusion regarding the timing, as we had just reached the gate a mere three minutes prior.

Additionally, we inquired about our luggage, to which they responded that we would receive it upon our arrival in Prince George and that there was nothing further they could do to assist us. By approximately 6:25 AM, feeling disheartened, we were preparing to leave when one of the employees looked at us and sneered. When I confronted her about her behavior, requesting that she refrain from laughing at our situation, she continued to do so, which only intensified my frustration.

Following this encounter, we approached the WestJet customer service desk, where a respectful lady assisted us. After discussing our experience, she contacted the employee in question via phone. She informed us that the employee was not laughing at us but rather watching a humorous video on her phone. I firmly believe that this explanation does not align with the behavior we witnessed, as the employee failed to acknowledge my requests to stop laughing.

Subsequently, I requested to speak with a customer service manager to file a formal complaint. He advised me to submit my concerns through the WestJet website. I find it disconcerting that employees of WestJet feel entitled to behave in such an unprofessional manner toward guests.

Furthermore, our frustrations continued upon our arrival in Prince George, where no personnel were available to assist us with our luggage. The following day, when we returned to retrieve our bags, we discovered that one of them had been damaged.

I would appreciate your guidance on how to address these issues effectively. Thank you for your attention to this matter.

Sincerely,