WestJet complaints: comments, page 3
121 comments
Tetiana M
Verified | Mar 12, 2025Economy
Cancelled flight at Toronto Pearson
I am writing to express my frustration regarding the cancellation of my flight on March 5, 2025 with WestJet. Instead of my original Toronto to Saskatoon flight, I was rebooked to fly to Edmonton on March 6 at 7:00 PM, then to Saskatoon on March 7, arriving at 10:00 AM, causing a delay of over 24 hours. No accommodations or food were provided, and I had to stay in an airport and sleep for 3 hours only, since all nearby hotels were fully booked. I also had to purchase a new ticket with Porter Airlines for over $500, and I spent over $60 on meals, which I hadnβt planned for. I am diabetic and have other health conditions, which made the situation even worse. I could not eat properly, charge my phone, or access necessary medication, leading my family to worry so much that they called the police to locate me. I have already contacted FlightHub for a refund, but they only offered $9, which is unacceptable. I expect a full refund of my original flight, compensation for the new flight and food costs, and appropriate compensation for the distress this caused. I have also filed the official Refund Request Form but I have not heard back from them. I am aware of my passenger rights and am prepared to take further action if needed.
- Economy
Aman U
Verified | Mar 9, 2025
Economy
Flight Cancellation at IAH Air port on Feb 21, 2025
I am writing to request compensation for the cancellation of my flight WS1535 from Houston (IAH) to Calgary (YYC) on February 21, 2025. I arrived at the airport 3.5 hours before the scheduled departure time, as required, and was informed at the counter that the flight had been cancelled. I was rebooked on a flight via Phoenix, resulting in a 21-hour delay. As per the Canadian Air Passenger Protection Regulations (APPR), I believe I am entitled to compensation of $700 CAD for the significant delay, as the cancellation was within WestJetβs control. I would also appreciate clarification on the reason for the cancellation. Please process my compensation at your earliest convenience. I have attached all relevant documentation, including proof of my arrival time at the airport, for your reference. Thank you for your attention to this matter. Sincerely, Aman Ullah Booking Reference # 88843103- Economy
- Desired solution
Sandra M
Verified | Mar 5, 2025Economy
No tv no electric plug in,dirty worn out plane.
We originally booked priority seats,so when you changed the plane we lost our original aisle and aisle seats. Got something farther back. We have been Westjet customers since I think 2010 ,and have a Westjet credit card for the companion voucher. So long loyal customers. The treatment didnβt seem in keeping.- Economy
- Desired solution
Theodore M
Verified | Feb 28, 2025Economy
Booked Econoflex, and paid Econoflex, but was put in economy
My wife and I paid extra for seats and leg room, but we did not receive our booked and paid for seats. We should be refunded for the extra charge Tickets MSOTHJ- Economy
Amber G
Verified | Feb 11, 2025Economy
1st flight Canceled, 2nd delayed. Left bag in original city
I arrived at the airport at 7 a.m. for what should have been a relatively simple trip from Edmonton to Winnipeg. I received an email at 3:30 a.m. notifying me that the aircraft for my flight had been changed. It didnβt affect me directly, but it was likely a problem for those who paid extra for upgrades. That should have been the first sign that WestJet was about to outdo itself in epic incompetence. Fast forward to boarding at 8 a.m. for an 8:30 a.m. departure. The flight was nearly empty, but shortly after we sat on the tarmac, we were informed of a maintenance issue and had to return to the gate. We were told it would take 10 minutes for an update. It took 30 minutes when they finally said they had to cancel the flight due to a mechanical issue. After that, we were told to wait another 20 minutes and then we would receive an email or text with further instructions. Hereβs the kicker: I get WestJet notifications for every minor gate change, but somehow this one mysteriously never came through. I could see some people were going to the counter to talk to the attendants, and I thought it was strange that I still hadnβt received a text about rebooking me. After 45 minutes, I checked the app and discovered my flight had been rescheduled to 8:30 p.m. I asked the guy next to me, who had been rescheduled to the 2:30 p.m. flight, when he booked, and he said last week. I booked January 2nd! I got on the phone and managed to get myself on the 2:30 p.m. flight, which oddly enough, had 8 seats left AFTER all of the people from my flight were rebooked. This raises serious concerns about whether the initial βmechanical issueβ was legitimate or if WestJet simply didnβt want to pay out compensation for a canceled flight due to staffing or other internal issues. After dealing with their incompetency and lack of customer service, I would not be at all surprised if it was a lie, and when I file my complaint with the Air Passenger Protection Regulations, I will ensure they get the so-called maintenance reports for both planes. At the counter, I spoke with a representative to confirm that my bag would be transferred to the 2:30 p.m. flight. She assured me it would. I asked if my bag would be left outside in the freezing cold, to which she smugly replied, βWeβre not Air Canada.β Funny, because Air Canada would have at least gotten my bag to me and probably would have gotten me to Winnipeg without another 9-hour delay. She was one of a few terrible employees I dealt with today. But it gets betterβor worse, really. The 2:30 p.m. flight was then delayed to 3:50 p.m. at 11:30 a.m. due to another βmechanical issue.β Same plane? Different plane? Who knows. WestJetβs lack of transparency leaves much to the imagination. Either way, if youβre claiming two separate planes had maintenance issues on the same day, thatβs a serious indictment of your fleet reliability. Eventually, we boarded at 5 p.m., not 4:30 p.m., and took off at 5:30. By then, I had been at the airport for over 10 hours trying to reach Winnipeg. When we finally landed, it was no surprise that my bag was nowhere to be found. Why would they start being competent now? Also, it somehow didnβt end up on the next flight at 8:30 p.m. No, WestJet left it sitting in Edmonton. Honestly, if I even get my bag, I will be shocked! Itβs apparently coming tomorrow. To add insult to injury, the agent in Winnipeg was not just unhelpful but downright rude. After the hellish day your airline put me through, I was met with nothing but cold indifference and zero empathy. This isnβt just bad serviceβitβs a complete systems failure. Itβs one thing to face the occasional hiccup in travel, but the level of incompetence and lack of accountability WestJet displays time and time again is truly astounding. I have the means to take this so far, and if my bag doesnβt come, I swear to God Iβm calling a lawyer. My suitcase has everything I need to do my job in Winnipeg this week, and now I cannot, and this situation is costing me and my company money and time. What industry on Earth can be this terrible and get bailed out constantly and continue to screw over the people who pay them?- Economy
- Loss: β¬1000
- Desired solution
Jim A
Verified | Jan 29, 2025Economy
purchased premium seats, but plane did not have premium seat
lottery presented for "premium" seating on return flight, put a bid in that was accepted. Boarded plane, no premium seats, they only regular seating that did not recline. Bid additional $540 dollars to move up 4 rows and no additional comfort. Had already paid $180 for seat selection and row 5. Asked for refund and was denied because of "additional leg room", which I had already paid for on ticket. What prevents WestJet from continuing this without actually upgrading the plane to the West Jet premium standard?- Economy
- Loss: β¬359
- Desired solution
Refund
Barry H
Verified | Jan 5, 2025Economy
Travel booked as a couple back in Summer of 2024
When booking in on line 24 hours prior to departure the website had us seated in different parts of the plane. Why when I booked as a couple? Went on the website to correct this and wanted to charge me $28.00 plus tax to do this, which I did to make the change. I contacted WestJet Live chat and was told if I had called them there would have been no charge, but nothing on the seat change that says that. Then contacted customer service by phone which was a waste of time. Now they tell me that there is a charge for every seat on the plane, even when they chose it for you. Really? Where are you supposed to sit when you purchase a ticket? I've flown WestJet forever and this is making me rethink my carrier.- Economy
- Loss: β¬29.4
Sreejit K
Verified | Dec 13, 2024Vancouver-Frankfurt
Economy
No reason given
They provided an β¬ 8 voucher. I used it up for a tall Starbucks coffee As a result the flight delay, I nodded the opportunity to spend the evening with my cousin and her family, during my short stay in Dubai, and maximize the time between visiting with my friends and my cousin's family. They rebooked me into the next Emirates Airline - EK 046, at 2:30 pm that afternoon. And thus pushing my arrival in Dubai, from 7:00pm to 11:40 and it was well past midnight when I got out of the airport. I ended up using a Dragon Pass lounge voucher at the airport for my meals and refreshments.- Vancouver-Frankfurt
- Economy
Serhii S
Verified | Dec 12, 2024Calgary-Krakow
Economy
No reason given
Dear WestJet Customer Relations, Thank you for your response to our initial request. I would like to clarify some details regarding our case to ensure the matter is fully understood. My spouse and I purchased tickets through Expedia, and the first flight of our trip was operated by WestJet, traveling from Calgary to Toronto. However, your company canceled the flight to Toronto and rerouted the connection city to Atlanta (USA) without notifying us in advance. As a result, we were unable to take the flight since we do not hold U.S. visas required for transit through the United States. Additionally, when we sought help from your representative at the airport, they were unable to provide any assistance or alternative solutions. Initially, we submitted our complaint to Expedia, but they directed us to contact the airline responsible for the cancellationβin this case, WestJet. In light of the lack of communication, the disruption to our travel plans, and the absence of support at the airport, we kindly request compensation for the full ticket cost of $2,173.18 CAD. Attached are the booking details and receipts for your reference. We trust that WestJet will review this matter thoroughly and provide a fair resolution. Should you require any additional information, please feel free to reach out to us. We look forward to your reply within 10 business days. Thank you for your attention and understanding. Sincerely, Serhii Stukalov and Olena Stukalova Sergey.stukalov@gmail.com Booking Reference Number QAS92K We had to buy tickets for another flight and we were in Krakow on July 29- Calgary-Krakow
- Economy
Kenneth A
Verified | Dec 12, 2024Kelowna-Phoenix
Economy
My flight from Kelowna to Vancouver was delayed.
I booked this flight and connection in good faith that all would proceed as scheduled. I have cancer (multiple myeloma) and osteoporosis. I required time in Vancouver to get from domestic to international. Given my condition, the original schedule would work. With the delay (actual arrival time - 9:05) I would not have made my connection. (Phoenix departing time 9:15) My stress and anxiety levels were high and in looking at options, I saw the next connections required a flight to Calgary,... a delay there in connecting to Phoenix. I chose the original flight to get me to Phoenix from YVR in about 3 hours...not the extended hours required to fly to Calgary.., wait and then connect to Phoenix. Quite simply my health would not have been able to handle that. I would like to know how to proceed to have a refund for my flight.- Kelowna-Phoenix
- Economy
- Desired solution
Kareen G
Verified | Dec 6, 2024Calgary-Montego Bay
Economy
Costomer service at Edmonton airport not good at all
I have for years and was always happy to trust westjet with my travels as Iβve had good experiences. I had booked a flight for November 25 2024 from Edmonton- Calgary- Montego Bay Jamaica reservation # UFAUMX. I arrived at the airport two hours early which I was glad to do as there was a slow moving line. I remembered I previously checked in online so I left the line and went to the kiosk to get my boarding pass and bag tags. This trip was my first with oversized luggage so I asked a westjet agent how to proceed and she sent me to the oversized baggage area. After waiting there for a while the agent in that section informed me that she gave me the wrong information and I should go back to the regular line, which I was in before, to weigh and tag the bags. I finally got up to the front counter and the agent had me weigh my luggage and pay the oversized fee. After this she then informed me I had to join a different line as she couldnβt activate the tags. I was now starting to panic as my time was getting shorter and shorter and the cushion room I gave myself time wise was used up. I approached another agent and informed her I had to board soon and I was worried about missing my flight to which she replied βohhhh donβt worry youβre good on timeβ. That made me relieved and I joined the line to activate my tags. I reached the front and when I informed the lady at the counter of this she started to interrogate me about the situation. I told her I had weighed and payed for the bags and was sent here by her colleague, who she could easily ask and resolve the whole issue. Instead of asking her colleague or even reweighing the bags she was insinuating that I was trying to sneak my bags in without paying. For a while I couldnβt help but feel she was thinking this way because I am a black woman as she wasnβt receptive or helpful at all. I was mortified as many other travellers were looking on and many were judging me for trying to βsneak onβ my bags. After much hubbub I was now officially panicking as she wasnβt listening to a thing I said and I was worried I was going to miss my flight as it was now the time for me to board. She started insisting on seeing my receipt that I got from the other counter for my overweight bag and in my panicked state I couldnβt find it right away and was asking her to please confirm with her colleague. After a while I remember I threw something in the garbage i finally found the visa receipt in the garbage the other agent gave me and gave it to her while explaining that I had accidentally thrown it away along with the tracking portion of my tags and I had to dig in the garbage to get it. After she took the receipt she had me weigh my bags AGAIN before finally activating my tags and sending me to the oversized area where there was yet another line. I was shaking from panic as I had yet to even make it through security and my boarding time had passed minutes ago. I finally dropped the bags and had to run to security, where I arrived and could faintly hear them calling my name over the intercom for last chance boarding. I had to rush through security and sprint to my gate where I arrived just in time as they were about to close the doors. I was sweating and panting as I apologized to the agents while they scanned my pass and let me board the plane where I was once again totally embarrassed as I walked to me seat with everyone staring at me because I had held up the flight. Now if that whole ordeal was not enough, I arrived in Jamaica and they one of my bag did not arrive with me. These bags caused all that stress and made me almost miss my flight somehow did not make it to Jamaica. For all the interrogation I had to endure and running around I had to do to get my tags activated I expected better. I expected my bags to be in the airport when I arrive to Jamaica as that is the only outcome that makes sense after the rigorous checking and re checking! Instead I had to fill out a lost bag form in the Montego Bay airport, File #13153. Very disappointed Regular customer- Calgary-Montego Bay
- Economy
- Desired solution
Other
Esther I
Verified | Nov 23, 2024Calgary-Cebu
Economy
Influence by other flights
My flight was supposed to be 9:45pm then they said it was delayed and changed it to 10:15pm then again changed to 11:15pm then it was cancelled.. So I stayed in the airport and sleep in a bench and wait for the next day for my flight which is 6:00pm.. the following day it was moved again to 6:30pm and that was Nov 21.. being a senior citizen.. I had pain in my back because of the sleepless nights.. and stayed in the airport for 24 hours.. no body in the west jet staff give us food or accommodation.. they just told me to go home and come back 5 hours before the flight.. It was snowy outside and late in the evening.. so I decided to stay in the airport to keep myself safe..- Calgary-Cebu
- Economy
Terry T
Verified | Nov 20, 2024Williams Lake-Edmonton
Economy
Bad customer service and misinformation resulting no flight
Terry Thomas Date: October 25, 2024 WestJet Customer Care 22 Aerial Place NE Calgary, AB T2E 3J1 Subject: Disappointing Customer Service Experience and Missed Flight on October 24, 2024 β Flight WS 3125 Dear WestJet Customer Care Team, I am writing to express my disappointment with the service I received at Calgary Airport on October 24, 2024, which did not reflect WestJetβs βdedication to exceptional guest serviceβ or the policy to βtreat guests with care and respect.β My reservation code was KICQPX for flight WS 3125 from Calgary to Edmonton, scheduled for a 4:00 PM departure. After arriving from Vancouver, I received a notification that the flight was delayed, so I took the opportunity to complete some work. When I later checked the flight board, I saw a gate change and rushed to the Guest Assistance counter in Section C to seek help. My situation was urgent, as I needed to reach Edmonton due to a medical emergency with my mother. However, the WestJet staffβs response was inconsistent with WestJetβs βcommitment to ensuring guests are treated with empathy and professionalism.β At the counter, the first representative I approached stated she had logged off her computer and quickly dismissed my request by saying the flight had already left. She did not check for the flightβs status, nor did she make any effort to accommodate me. According to WestJetβs policy, βteam members are empowered to go above and beyond to assist guests experiencing travel disruptions.β I was then redirected to a second representative who was engaged in a personal conversation and seemed uninterested in my situation. After a prolonged wait, he looked at my boarding pass but showed no sense of urgency or concern. Despite my plea for help, he did not offer to verify if the flight was still at the gate, nor did he mention alternative rebooking options. WestJetβs rebooking policy states, βIf you miss a flight due to circumstances beyond your control, WestJet will make every effort to rebook you on the next available flight or provide suitable travel alternatives.β Rather than offering assistance in line with this policy, I was told to contact FlightHub without further guidance, which left me feeling stranded and disregarded. In a desperate attempt to reach Edmonton, I arranged alternative transportation at my own expense, taking a $38 taxi to catch a $98 Red Arrow bus. Upon arrival in Edmonton, my prearranged ride went to collect my luggage, only to find it delayed due to the same flightβs late arrival. WestJet staff in Edmonton confirmed that flight WS 3125 had indeed been delayed until 5:35 PMβinformation that, if verified in Calgary, could have allowed me to board or rebook. I have always associated WestJet with βguest-firstβ values and a commitment to βsupport and care during unexpected travel disruptions.β This experience, however, failed to uphold WestJetβs promise to provide caring and compassionate assistance. Given the financial and emotional burden caused by this experience, I kindly request reimbursement for my taxi and bus fares and an additional flight voucher for future travel to restore my confidence in WestJet. Thank you for your attention to this matter. I trust WestJet will address these concerns to prevent similar situations and help ensure your reputation for excellent guest service is maintained. Sincerely, Terry Thomas- Williams Lake-Edmonton
- Economy
- Desired solution
Laura Leigh C
Verified | Oct 18, 2024Calgary-Cranbrook
Economy
Not given boarding card
I am very upset and want to communicate my overwhelming experience with West Jet customer care in Calgary. I had been traveling internationally from Greece. Arrived in Vancouver to fly to Calgary and given luggage ticket to Cranbrook but no boarding pass, as was told there was a glitch in their system. Calgary was my connection to Cranbrook and my last leg of such a LONG journey. There I was refused a boarding pass, even though my baggage was tagged to YXC3567 from flight YYC126. I was beside myself, customer services (Calgary) in arrivals had no intention as to find a solution as her shift was ending ( Kimberley was her name). I was told to purchase a new ticket, 892$ also of which she did not know how to do, causing more delay in time, they then sent me out of the arrivals to go purchase a new ticket for the flight I had already paid for and was confirmed! As I showed the woman my luggage stub and previous boarding pass, was confused as she could have processed it from there. After being at customer relations from my arrival at 21:20, I am very disappointed how this was dealt with and it was clearly the problem by West Jet and I lost my flight and forced to stay in Calgary until the 16th as all flights were fully booked on the 15th! I have requested compensation for the hotel, unfortunatley I cannot be compensated for the short time I had with my family. I wanted to express my unfortunate ridiculous experience with your airline. Lastly, I believe that it is a Security Risk that they took my luggage and not the passenger. I do look forward to your swift reply and attention to this matter. IT SHOULD NEVER HAVE HAPPENED.- Calgary-Cranbrook
- Economy
- Loss: β¬600
- Desired solution
Alan R
Verified | Oct 14, 2024Hamilton-Calgary
Economy
Hamilton International Airport - Luggage item theft.
Yesterday I checked one bag at the airport and when I got home in Calgary some preserves my daughter gave me were missing. It was flight WS 531 and I checked in about 2.5 hours before the flight. My frequent flyer number is 112020963. This is the first time I have items removed from my suitcase. It is disturbing!- Hamilton-Calgary
- Economy
Sandra W
Verified | Oct 11, 2024Toronto-Nashville
Economy
Refusal to take a mobility wheelchair on flight
Gate Mgr refused to allow our mobility chair and told us we were not getting on this flight. Asked to see our manual. He continued to argue that he was not putting his employee number for approval after someone on the phone assured him that it was an acceptable unit. Arrogant and rude describe this person!- Toronto-Nashville
- Economy
- Desired solution
Other
Claudio D
Verified | Oct 10, 2024Kelowna-Winnipeg
Economy
Kelowna Airport Ticket Agent
She was rude. when she gave me my boarding pass, my baggage ticket that usually is removed from the sticker and placed on the back of the boarding pass, she tore it off and threw the ticket to me still on the sticker tape. not a big deal but it definitely made me feel what kind of day am I'm going to have. If I was a nervous flyer or if this was my first time flying it would not have been a good experience. the flight itself went well, being a pilot my self it's clear that the pilots are more aware of what's going on. the complain I have the most, is that customer respect is definitely going down a rabbit hole. also if I was not sure who to fly with, and that experience would not have happened with Air Canada, you would lose customers. I just want to make you aware. also she put in row 30, yet when on the airplane and asking if there are any other seats available, she said "No", yet on the plane all kinds of seats were available. Basically no support from the ground staff.- Kelowna-Winnipeg
- Economy
Bhowman G
Verified | Sep 18, 2024Edmonton-Mahebourg
Economy
No reason given
The day we landed in Mauritius was August 8th 2024, around 8am when our original landing time was supposed to be 7:20am. We didnβt receive our checked bag. We had to wait more than 24 hours to get the bag with missing items when we received it. We talked to the lost and found counter and they told us weβd get it the next day, thatβs why we bought insurance on our tickets. They provided no care just free delivery. I had 2 pairs of jordan shoes worth 850CAD, and wedding outfits which I had to replace as the events were the next day which was around 600-700CAD. When we got our bag it was wet and the clothes were damaged. We could have missed our events if we didnβt find any clothes on time.- Edmonton-Mahebourg
- Economy
Alexander P
Verified | Sep 9, 2024London-Vancouver
Economy
Technical problems
The flight was originally supposed to depart at 2:10pm from London. We were advised that the aircon was broken about 30 mins before scheduled departure time. The flight was then being delayed hour by hour. It got to around 5:10pm, so 3 hours after scheduled departure time, we were then told the flight has been cancelled and we were provided with no reason!! So no notice at all for the cancellation. The airline did provide us with a hotel for the night, however they did not provide any food or drinks. So this left me out of pocket. I lost a substantial amount of money as I arrived in Vancouver 28 hours later than my intended arrival time. So had to feed myself for the hours in between. Also my rescheduled flight they provided me was incredibly inconvenient as it was a longer flight than my original and involved a layover in the USA where the security/customs lineup took almost 3 hours.- London-Vancouver
- Economy
Liya Rose P
Verified | Aug 30, 2024Halifax-Kochi
Economy
I am scheduled with WestJet flight 277 on 17 Aug 2024 from Halifax International Airport with a connection of two flights to reach my destination which described below, YHZ Halifax YYZ Toronto 277 WS 2024-08-17 7:15 PM 2024-08-17 8:42 PM YYZ Toronto AUH Abu Dhabi 140 EY 2024-08-17 10:10 PM 2024-08-17 7:10 PM AUH Abu Dhabi COK Cochin 280 EY 2024-08-18 9:40 PM 2024-08-18 3:15 AM Due to weather conditions, my First flight with Westjet was delayed, and I missed the rest of my connections. When I reached Toronto, Westjet rebooked me with Condor and Qatar Airways. On 18 August from Toronto to Frankfurt, the Condor Flight(FLT 2403) got delayed, and again, I missed my connections. At Toronto airport, Condor Airlines made me pay for my third baggage ($225), which WestJet earlier approved. As I missed my connection due to a delay, at Frankfurt Airport I reached to Condor Airlines and they rebooked me with Qatar Airways. When I entered there for boarding they denied my boarding and said there was no such booking done by Condor Airlines. Then I again contacted with Condor for the same and the response I obtained from Condor Airlines was really bad and worse at Frankfurt Airport. They made me run the entire airport for the whole day from Terminal 1 to 2 without any proper reason and I missed my next connections also. Without any reason, they scolded me in front of other passengers without any consideration or respect. I was mentally stressed out and had a really bad experience for the entire day which I lost everything. Finally, an officer at the information desk helped me with the rest who were there at Frankfurt Airport. Due to an error in the rebooking happened from Condor Airlines all of these issues happened and they didn't help me with anything to solve the issue. I am supposed to be there at my home country on 18 August at 3:15 AM but I could reach there only by 19 August at 11:30 AM. Due to a family emergency, I flew from Canada to India and I needed to be there on 18 August . Due to irresponsible behavior from the part of Condor Airlines, I couldn't be able to be with my family at the time when they needed my presence which cost a lot. I never had such a terrible experience before.
- Halifax-Kochi
- Economy
Mondher M
Verified | Jul 31, 2024Edmonton-Tunis
Economy
Lost and damaged luggage One suitcase was received after 5 days The second suitcase was received after 8 days And due to distance from the main airport i asked the lost luggage department to send it to the nearest airport by my city their was no coordination between agents neither they donβt pick up calls or respond to voicemails then i had to rent a car and head to the airport to figure out whatβs going on or what went wrong they ended up looking into the other airports and airlines were they can match my missing baggage Anyways i got one of the lost luggage from TUN and the second one from DJE which i had to travel there in daily basis to check it in person This is honestly the first time that happened to me it was never like this before wondering what kind of system they are using
- Edmonton-Tunis
- Economy
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