Business Profile

Airlines

WestJet Airlines

Headquarters

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Important information

Customer Complaint:
Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

This profile includes complaints for WestJet Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

561 total complaints in the last 3 years.
173 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:30/05/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to file a formal complaint regarding a frustrating and costly experience involving Flight ******* on May **, 2025, from ****************** (*******, **********) to *******. Passengers included myself (****** *****) along with Khustinder Saran, ****** ****, ****** *****, and ****** ******.We checked in our luggage at **:00 AM. Our boarding passes showed a ***** PM boarding time for a scheduled **** PM departure. Shortly after check-in, airport screens displayed a delay to **** PM, and a WestJet employee manually crossed out the original boarding time and wrote **** PM on our boarding passes, confirming the delay verbally.Trusting this information, we proceeded to the gate at **** PMwell before the delayed departure timeonly to be told the flight had already left. We were informed that the flight had reverted to its original time without any notification.We immediately called WestJet to speak with a manager, who denied that any delay had occurred. This is demonstrably false. We have evidence showing the delay was listed on:The airports official website *********** and other tracking services Our altered boarding passes To make matters worse, WestJet staff at the gate were dismissive and unhelpful. When we tried to explain our situation, they laughed at us and denied the delay, appearing to protect the staff member who gave us incorrect information. Their conduct was unprofessional and added further stress to an already difficult situation.Due to WestJets misinformation and poor communication, we missed our flight and incurred additional expenses, including rebooking, ******* meals, and taxi costs.I am requesting:A full investigation and formal apology Compensation for rebooking, luggage fees, accommodations, food, and transport A refund or travel voucher in recognition of this mishandling
Business Response
Date: 03/06/2025
The business responded to this complaint but asked that its response was not published.
Customer Answer
Date: 05/06/2025

Complaint: ********

I am rejecting this response because:
I strongly reject your response regarding Flight ******* on May **, 2025. Your message contains factual inaccuracies and fails to address WestJets mishandling of the situation.
We arrived at the gate at approximately 1:20 PM and saw the aircraft still on the tarmac. Our luggage was being offloaded in front of us. Your claim that we arrived at **** PM and the flight departed at 1:** PM is not only false, but contradicted by visual evidence available via airport CCTV.
A WestJet employee manually altered our boarding passes, crossing out the original boarding time and writing a new time of **** PM, based on a posted delay to **** PM. These changes were reflected on airport screens and FlightAware. We followed the up-to-date flight schedules and boarding procedures communicated by your staff and airport systems, as you referenced in your own message.
The employee who misinformed us provided a false name, refused to show ID, and when we requested escalation, the supervisor also declined to identify themselves, citing privacy reasons. This conduct raises serious concerns about transparency and accountability.
Your allegation of aggressive behavior is categorically false and appears to be an attempt to shift blame. If this is being used to deny our claim, we formally request access to recordings or written documentation of these alleged incidents.
We are requesting:

Immediate escalation to a senior executive
Full investigation, including CCTV review
Reimbursement for all costs incurred
Formal apology and appropriate compensation
If unresolved within 7 business days, we will escalate to the ****************************** and pursue all available remedies.

Sincerely,
****** *****
Initial Complaint
Date:20/05/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have applied for a refund based on westjets terms for a refund due to a cancelled flight. The customer service from the attendants was appalling for what I was going through (at the last minute my flight was cancelled from ******* to *******. I had to wait for a flight to ** and then back to *******). I filed the refund ** hours after the flight, as identified on the website. This was back in the first week of December 2024. I kept getting dicked around by the call centre when wanting an update regarding the reimbursement. Finally the last one said I filed the wrong application (apparently). So I re-filed within the last month. *** had to call customer care yet again to get an update and they have nothing. I can guarantee this is not an airline I will be considering in the future if this issue does not get resolved. The customer care now tells me its denied. This is absolutely sick coordination of a claim and shady.
Business Response
Date: 21/05/2025
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:09/05/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Delayed Bag Reference: ********** / Bag Tag ********** / *** ****** I am writing to formally report a missing baggage cover from my recent flight with WestJet, which departed from ***************** (***) and arrived at ******************************* (***).Upon arrival in *********, I noticed that the outer cover of my checked suitcase was missing. This cover is an integral part of the suitcase, not a separate accessory, and was included when I checked the baggage in at ***. By accepting the suitcase in its complete form at check-in, WestJet assumed responsibility for ensuring the entire itemincluding all attached componentsarrived at the final destination in the same ************ *******************************, I spoke with a *************** Lead (***), who confirmed this is not considered a case of lost baggage. However, I believe it should be treated similarly to a situation in which a wheel or handle is damaged or missing. If WestJet does not consider the outer cover part of the checked baggage, then the suitcase should not have been accepted in its complete form during check-in.I respectfully request that a claim be processed to resolve this issue and provide compensation or a suitable replacement for the missing cover. I am prepared to provide supporting documentation or photographs as needed.Thank you for your attention to this matter. I look forward to your prompt response and resolution.
Customer Answer
Date: 09/05/2025
6 digits airline code was listed in the body of the note.
resending airline confirmation : ******
Business Response
Date: 09/05/2025
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:09/05/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March *th/2025, I purchased reserved seats for return trip from ********* to ******* and was issued ** for both legs of trip.On May ***, I checked in for my return flight home from ********* and was issued boarding pass with my correct seat. Before leaving for airport I noticed that my seat assignment had been changed. When inquiring upon arrival at the airport, I was told by WestJet customer service it was due to the seat being broken. When I boarded the plane this was NOT the case. In fact, my original seat was occupied by another passenger who told me that they purchased just a month prior. I purchased a whole * weeks prior to him. Why was I lied to about the seat being broken? I paid for assigned seating for both myself and my son and do not appreciate being given false information by the airline to save face. If anyone seat should have been changed it should have been the other passenger. First come, first served. I want the total of the reserved seat on the return flight reimbursed to me. I have tried since my return to contact the company through phone, email, chat, social media and either been told nothing they can do or never replied back to.
Business Response
Date: 20/05/2025
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 20/05/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ********
Initial Complaint
Date:28/04/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received an Email offer from WestJet offering **% off the base fair if booked by April **, 2025. The ad quoted destinations between ******* to ********. I attempted to book my flight from ********* to ******** and the code did not work. I finished my online booking and then called WestJet for assistance. I was told that to get the discount, I had to book ultra basic or economy and I had booked premium. I said that I could cancel my booking and rebook as economy but was then told that the Saskatoon discount was only for ******* and one other destination that did not include ********. I believe that WestJet falsely advertised the discount and then placed restrictions on the discount that werent clearly indicated.
Business Response
Date: 30/04/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:21/04/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Complaint against: WestJet Airlines Booking Reference: ****** Passenger: ***** *** (traveling with two infants)Flight: ** ** on April **, 2025 (******* to *****-*******)Dear BBB, I am filing a formal complaint against WestJet for failing to deliver paid services, providing false and inconsistent information, and showing unprofessional conduct, which resulted in significant physical and emotional distress for me and my family. I paid an additional fee on February 19, 2025, to reserve seats ** and ** and received confirmation for a bassinet after submitting my babys height and weight. At check-in, I was reassigned to *** and *** due to a system update. At the gate, I was told my original seats had been given to another customer. Despite showing proof of my purchase, the staff refused to correct the issue. The bassinet was also denied, though my infant (* months old) met all published requirements. I was given several contradictory reasons, including seat ineligibility, baby size, and that the bassinets were already in use. None of these explanations matched WestJets policy or each other. The reassigned seats were described as Extended Legroom but were standard economy and not suitable for holding an infant for ** hours. I developed pain in my back, shoulders, and arms. I am now undergoing medical treatment. The situation at the gate delayed our boarding by nearly two hours. My baby could not be properly fed or prepared, and I struggled to breastfeed during the flight due to inadequate support and high stress levels. Upon arrival, I saw that **/** were occupied by elderly passengers without a baby or bassinet, proving I had been misled. Most disturbing was the staffs threatening tone: Board now or wait for the next flight. This behavior was especially cruel to a mother traveling alone with two small children. WestJets conduct represents a serious breach of consumer trust and failure to meet their service obligations.
Business Response
Date: 23/04/2025
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:17/04/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The following is a clip from the returned email from Westjet. The original submission was made Nov 29 2024 and 3 follow up emails were sent by ******** saying that it was still in que, then we received an email saying it was submitted to the wrong department (we submitted to out of pocket expenses which it was, Master card receipts were attached to the original expense claim) and no information was given for how to submit again and when the number is called they say they can not help and will not transfer you to anyone that can.Hello *******, RE: EIQVRE Thank you for contacting WestJet. We apologize for any confusion as you have submitted your request through the wrong channel. This specialized channel is dedicated to the review of out-of-pocket expenses only. We are unable to assist with or forward other inquires. For all other concerns, please call our Service and ************ (open 24/7) which can be reached at 1-888-WESTJET ***************). Any one of our ************** Agents will be happy to assist you. Regards, ***** | Guest Support First name: ******* Last name: Angus WestJet Rewards ID: ********* Phone number: ********** Email address: *********************** Confirm email address: *********************** Address line 1: 2417 Arbutus st Address line 2: City: ******* Zip / postal code: v0b1h0 State / province: bc Country: ****** Reservation code: ****** Departure airport: *******, ** Departure date: 2024-11-20 Flight number: WS2256 Final destination: ******, ****** Estimated expenses reimbursement amount total: ***** Compensation type: cash-equivalent-via-pre-paid-westjet-mastercard Comments: I selected seats for our flight (WS2256) on the 20th so we could travel together and it was cancelled. When the flight was rescheduled (WS4156) we were separated and had to pay to select seats again and the only seats left together were in the exit row. I paid with my *** Westjet Credit card and would like the money credited back, thank you
Customer Answer
Date: 17/04/2025
WestJet has responded and the issue resolved . Thank you for the assistance
Business Response
Date: 21/04/2025
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 21/04/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
WestJet has responded and the issue resolved. Thank you for the assistance

Sincerely,

******* *****
Initial Complaint
Date:01/04/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Your Delayed Bag File reference is: ********** Your registered Family Name is: *** Your baggage tag is: ******** From: *** ******* International Apt To: ********* International Apt On flight: ************ I am submitting this complaint regarding a delayed baggage issue during my recent travel with WestJet approximately one month ago. As a result of the delay, I was forced to purchase basic essentials, including one outfit and basic toiletries, for which I submitted a baggage expense reimbursement claim through WestJets official process.I submitted all relevant receipts and documentation through their online reimbursement form. Upon submission, I received a confirmation and a reference number, and the website stated I could expect a response within ** days. It has now been nearly ** days, and I have not received any communicationno confirmation, no update, and certainly no **************** make matters worse, when I return to the website to check the status of my claim using the reference number and my last name, I now receive a message saying no records found, which is deeply concerning.I followed every step WestJet required, submitted all necessary receipts and information, and have waited patiently. At this point, I expect not only a prompt response but also a full reimbursement for my expenses incurred due to the delay. This level of non-responsiveness is unacceptable.I am seeking:A formal acknowledgment of my claim,An immediate update on its status,A FULL reimbursement of my submitted expenses,And an explanation for why my reference number now yields no results in their system.I hope WestJet resolves this quickly, as the current handling of this issue is unacceptable and reflects poorly on their customer service standards.Sincerely,**** ***
Customer Answer
Date: 01/04/2025
Please provide the six letter airline check-in code and/or the ** digit ticket number beginning with ***.

Airline Check-in Code: GVAQLC
Ticket Number: *************
Business Response
Date: 02/04/2025
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:20/03/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a loyal Westjet customer and have always had great service using my OP# . BUT now that Westjet has changed their policy adding expiry date when my OP# was approved in 201* as permanent status (my vision has not changed) it has been a month long of back and forth emails with many supporting documents because you can not talk to anyone. The emails focus on the fact that I can take meds, and use bathroom. The reason I have OP # is my vision but they wont accept a letter from optometrist. A renewal should not be this hard or time consuming when I already have permanent status and I have the letter. I have contacted ********** and there is no form , no expiry to get the one person one fare with them. All they require is CNIB # (which I have) It is not easy admitting I need help but this is a great service both ********************************* provides. Im hoping westjet can go back to reevaluate at the permanent status with CNIB # (Air Canada allows CNIB # to qualify you for one person one fare no doctor forms needed) and give positive end to all of this and not force me to change carriers as I really do enjoy flying with Westjet.
Business Response
Date: 24/03/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 24/03/2025

Complaint: ********

I am rejecting this response because:
They canceled my *** even tho it didnt expire til June ****** because I was being proactive in trying to get the *** renewed. If my vision changed I would not need this *** but nothing has changed . I have had the *** since 201* also.
Sincerely,

****** ****
Initial Complaint
Date:17/03/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased * tickets using ****** technologies from ******* to ********* on Westjet from March **** to April ***. Tickets were purchased on Oct **, 2024. The westjet confirmation ID was ****** the ****** confirmation number was ******. Purchased price of ticket was $****. On February **, 2025 I received an e-mail from ****** saying westjet had canceled the flight with no new recommended itinerary. And that i would be refunded for the tickets. When i spoke to westjet on March **** they explained that they reduced trips from ******* and my only options to fly westjet was to leave on March **** or April ***. Or April ***. Purpose of this trip is specific and the dates of March **** and April *** were chosen for a reason. As a result I was forced to purchase new tickets using ****** for the same dates at a price nearly **% higher(a little over $****). Westjet canceled this flight * month before the expected travel date when prices are peaking. As a result I was forced to purchase at a higher price in order to attend the 2025 ****** kanada nationals. I believe this is a breach of contract and Westjet should be responsible for the changes in fare. Thank you in advance for helping resolve this situation
Business Response
Date: 19/03/2025
The business responded to this complaint but requested that their response not be published.

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WestJet Airlines is NOT a BBB Accredited Business.