Complaints

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

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• 

  WestJet Airlines

  22 Aerial Pl NE Calgary, AB T2E 3J1

• 

  WestJet Airlines

  13 4141 Airport Rd FORMER: reportable Prince George, BC V2N 4M6

• 

  WestJet Airlines

  160-100 Princess Street Thunder Bay, ON P7E 6S2

• 

  WestJet

  A100 4141 Airport Rd Prince George, BC V2N 4M6

• 

  WestJet Airlines

  PO Box 24212 Vancover International Airport Richmond, BC V7B 1Y3

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:14/09/2023

  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.

  WestJet employed false advertising in their credit card partnership with *** on their website. They promised benefits that they did not extend to the credit card holders such as myself. They need to be reprimanded for false advertising. They offer * free lounge vouchers along with other cash benefits that they do not end up providing. They took the offer down and pretended that it was never there but I do have a screenshot (attached). I need them to credit me with * lounge vouchers (valued at about $*** I believe). This is in addition to the companion voucher that I already received. WestJet rewards number *********. Thank you!

  Business Response

  Date: 29/09/2023

  The business responded to this complaint but requested that their response not be published

• Initial Complaint

  Date:12/09/2023

  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 a promotional offer for the *** WestJet credit card March *, 2023 generated from WestJet which states in the email I kept (have provided a link to this email in attached doc, but states the below):Weve got TWO offers in one Get the WestJet *** World Elite Mastercard before June ****2023?and get instant savings of more than $*** with TWO great offers - well waive your annual fee for the first year and give you a $* round-trip companion voucher (plus taxes, fees, charges and other ATC), each with a value of $******** Just purchase one round-trip Economy fare within ****** or to/from the continental?**** (excluding ******) and?get the second for $******* ****plus taxes, fees, charges and other ATC) when you use your annual round-trip companion voucher.?In 2022, on average, cardholders flying ******** and continental U.S. routes saved $*** off the price of their second ticket by using their companion voucher thats a combined total saving of more than $*** with this offer.1 Plus, were helping you to keep your new status for all of 2023. Because you recently matched your status with WestJet Rewards, you can also earn $*** in tier qualifying spend by becoming a cardholder.16 Pack on even more savings with the WestJet ***?World Elite Mastercard?with benefits like:?Up to *** welcome WestJet dollars (with minimum spend).2 Free first checked bags.4 Earning WestJet dollars on all purchases including groceries and gas.6,7 Free WiFi on WestJet flights.8 WestJet refuses to offer the companion fare of $* as stated in their promotion. ********** has kept their end of the bargain of waiving the annual fee, but have had emails with the WestJet rewards centre where I have provided their emails and they keep trying to find loopholes about why they can't honour the companion fare at $*. This promotion is then false advertising - enticing people with incentives to get their credit card and then not following through.

  Business Response

  Date: 20/09/2023

  The business responded to this complaint but requested that their response not be published

  Customer Answer

  Date: 21/09/2023

   
  Complaint: ********
  
  I am rejecting this response because: here is a link to an email WestJet sent me March ** 2023 to entice me to sign up for their credit card titled: ENDS SOON: GET CLOSER TO YOUR **** TIER STATUS: ***************************************************************************************************************************************************************************************************************************************************************

  It states the following:

  Weve got TWO offers in one
  
  Get the WestJet *** World Elite Mastercard before June ***?2023?and get instant savings of more than $*** with TWO great offers - well waive your annual fee for the first year and give you a $* round-trip companion voucher (plus taxes, fees, charges and other ATC), each with a value of $********
  Just purchase one round-trip Economy fare within ****** or to/from the continental?**** (excluding ******) and?get the second for ******** ***(plus taxes, fees, charges and other ATC) when you use your annual round-trip companion voucher.?In 2022, on average, cardholders flying ******** and continental U.S. routes saved $*** off the price of their second ticket by using their companion voucher thats a combined total saving of more than $*** with this offer.

  I then applied for the credit card after this, *** has waived the annual fee on the card as per the email promotion. If WestJet had no intention of offering me a **** dollar companion fare for the first year, then why is it clearly stated in the email promotion I received? 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:30/08/2023

  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.

  We booked family round trip from ********, ******* to *********** on April *** 2023 with Westjet. The problem was in our return flight back to ********. It was for * passengers with a return arrival on August **. We paid the ********* ***** a higher fare, for all 4 passengers, because we have * kids (aged * and **), with a history of motion sickness, and wanted to ensure we have the ability to select our seats in advance. At the time of booking on April **, the following seats were selected **** **** **** ***.When we checked in for the flight on Aug **, 2023, the kids retained their original assigned seats **** ***, but the parents seats were moved away from the children to seat* **** **** There were no * seats available that were together, so we selected what was available to ensure the kids were with * parent. We ended up selecting **** **** **** ***.We called Westjet immediately after, to get assistance to get back our original seats that we paid for, keeping us together, and closer to the front. The Agent on the phone said they do not have the ability to change seats, as they can only see the same as us, on seat available based on check in. They asked us to talk to the agent when we got to the airport. The airport agent said they were not able to change our seats, even though we paid for them, and they could not do family seating to keep the family closer together, and we were stuck further in the back, which made motion sickness worse.On Aug **, 2023, we submitted through Westjet, an Air Passenger Protection Regulation (APPR) claim, and they replied with "unable to assist".Westjet flight number: ******.Reservation Code: ******* Cost was $****** per person, for the round trip. Return trip is essentially **%. Total amount paid for the return trip for * persons is $******.Attached:** Electronic receipts, round trip cost with assigned seat numbers prepaid for * persons, on April **, ******x document with the * boarding passes issued on Aug **, 2023.

  Business Response

  Date: 31/08/2023

  The business responded to this complaint but requested that their response not be published

  Customer Answer

  Date: 31/08/2023

   
  Complaint: ********
  
  I am rejecting this response because we are seeking a refund up to $******* the value of the return flight for the * flight tickets.

  We paid additional costs above a basic fare, to select the seats when we booked in April. We did not receive what we paid for, and we consider this as *****.

  If we knew this would not be honored, it would have impacted our decision on the airline choices. We are seeking fair compensation. Please provide a proposal.

  Sincerely,
  
  *******************

  Business Response

  Date: 01/09/2023

  The business responded to this complaint but requested that their response not be published

  Customer Answer

  Date: 07/09/2023

   
  Complaint: ********
  
  I am rejecting this response because we paid the ******* ****, which advertises you are allowed to pre select seats. The system allowed us to pick the seats as per the attached receipt. The other option is the *** ****, which is a lower fare, which does not allow you to pre select seats. We did not choose the lower fare.

  For the price difference and inconveniences, I propose a refund of $*** back on the credit card used, or a cheque.

  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:28/08/2023

  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.

  I am looking for assistance from Westjet to show concern for their poor service to us as our many attempts to communicate with the company have not been taken seriously. The experiences we have endured are well beyond what an average person would tolerate and I do not believe it reflects Westjets advertised value statement of ************* at our core. Air travel is better with Westjet.We were booked ********* ***************** ***** to ********, Aug **/23 but denied boarding. We checked our bags in time, 1 hour before the original scheduled departure. The attendant accepted our bags and issued boarding passes saying we would be able to make it onto flight. The attendant called gate to inform them we were on our way and said she would meet us at the gate but she didnt do so. On rebooked flight day, we asked attendant why she did not meet us at gate. She said she had called the gate and they told her that everyone had boarded. On August **, we quickly proceeded to work our way to gate arriving at *****. We were denied boarding even though flight was delayed until ***** and the gate had been told we were on our way. The WestJet supervisor told us he cancels tickets 20 minutes before departure and we were there 30 minutes before. We had to rebook full fare flights for August 15 under booking references ****** and ****** costing over $****. We were charged full fare to rebook when some report just being charged change fees. Also checked bag had clothing that was wet & smelled like ***** and wheel was missing when reclaimed bag after denied flight.We are very upset with this service. It has caused us extreme emotional and financial hardship. I would appreciate being compensated for what we have endured. I would like to be able to say that even though Westjet has made mistakes in their service, that they are willing to show accountability for their lapses in service, learn from their mistakes and stay true to their value of being caring at their core.

  Customer Answer

  Date: 28/08/2023

  The booking references for the first flight that we did not board was ****** & ****** for August ** and the rebooked reference numbers were ****** and ****** for August ** flight.

  Business Response

  Date: 31/08/2023

  The business responded to this complaint but requested that their response not be published

  Customer Answer

  Date: 05/09/2023

   
  Complaint: ********
  
  Thank you for the offer.  I am request a modification to this offer because of my current financial situation brought on by having to pay an extra $***0 to rebook tickets.  I would like to respectfully request at least a partial refund to my credit card of at least one of the unused tickets.  This would make a difference to my financial situation and I would really appreciate it.  Thank you for your consideration.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/09/2023

  The business responded to this complaint but requested that their response not be published

  Customer Answer

  Date: 07/09/2023

   
  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.
  I appreciate Westjets commitment to their company values and thank them for resolving this issue.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:17/08/2023

  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 booked a flight from ******* to ******* for September **, 2023. I work in the *********************, my contract was supposed to end September ** when I would fly from *********** to *******, stay for 3 nights to visit a friend with cancer and then fly to ******* on the **th. Due to the wildfires in the ********************* the place I work is closing early and I'm flying straight home to *********** instead of visiting my sick friend. I called WestJet to see if I could get a credit or refund and they said absolutely not, it was a complete loss of funds. I'm already out of a job now, and have to pay for a more expensive flight to get out of here for my own safety. I want WestJet to be more compassionate and give me a refund or flight credit.

  Customer Answer

  Date: 17/08/2023

  Flight reservation is ******

  Business Response

  Date: 24/08/2023

  The business responded to this complaint but requested that their response not be published

  Customer Answer

  Date: 24/08/2023

   
  Complaint: ********
  
  I am rejecting this response because: regardless of which fare was booked, these are extenuating circumstances. When I booked the basic fare I could not see into the future and predict the ********************* catching on fire, losing my job and having to evacuate. I will not be booking any flights with WestJet in the future, I am now an *** ****** customer. As someone who flies for work regularly, I sincerely hope your airline continues to lose business.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:14/08/2023

  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.

  My wife had booked return flights for my family from ******* to *****, departing on May *** 2023 and returning on June *, 2023.On May 23, I received an email from WestJet, suggesting that I could upgrade our seats to Premium for the flight home from *****: ****** **** June *, 2023.. The system is a kind of "best offer wins" situation, where the customer moves a slider on the screen to indicate the offered amount. The slider starts at a price that I believed was the original ticket cost, so I thought I should move it to the right to add to it and get the upgraded seats for what might be a great deal. I moved the slider to about $***** to the right and hoped for the best, thinking that we could get the upgrade for about $****** for the three of us.The issue is that I had misunderstood what was included in the price and thought that it included the full fare, whereas I found out after the offer was accepted that the new cost did not include the fare, but was in addition to the fare. The result was that I spent $******* on seats that I did not require. The exact nature of the charges was not communicated at all well. The fact that the charges are in addition to the already booked seats is stated only in the briefest of terms in the middle of a paragraph in the Terms and Conditions and at the bottom of the page, after you click through to pay. It is not mentioned in the email, the bullet-point description of the offer, or in the *** section related to the upgrade offers.My offer was accepted while I was in transit on June * and I immediately contacted WestJet by several methods to cancel it when I realised that I was being charged such a huge cost, but was completely stonewalled for * days. I spoke with several customer agents and their online chat service. Ultimately, we did take the flight in the upgraded seats, because there was no other option that wouldn't potentially cost us even more: the flight was fully booked and we would have to stay longer in a hotel.

  Customer Answer

  Date: 14/08/2023

  Airline code was GAUEKT. Thanks!

  Business Response

  Date: 23/08/2023

  The business responded to this complaint but requested that their response not be published

  Customer Answer

  Date: 23/08/2023

   
  Complaint: ********
  
  I am rejecting this response because: As I have explained before, the issue isn't that I was unclear on the amount being paid. I can tell from the language used in your response that you have a formula for dealing with this kind of complaint, which is very unfortunate. There are two problems with my transaction last June. The first is that it isn't stated clearly and up front what is included or not included in the payment being made. I had concluded incorrectly that the new payment was to replace the previous one, not in addition to it. The second issue is that once I had realised that I had made a mistake, you provide no avenue to undo the error or even to speak to a person who can do anything to resolve the issue. Either of these problems amount to a breach of the ******* Consumer Protections Act, in particular clauses 27, 28 and 35.

  I feel that I was duped and then corralled into paying for an extravagant service which, in some ways, soured the experience of an otherwise once-in -a-lifetime vacation.

  Sincerely,
  
  ******************

  Business Response

  Date: 29/08/2023

  The business responded to this complaint but requested that their response not be published

• Initial Complaint

  Date:14/08/2023

  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.

  Expired WestJet  Travel Bank of $*******. Flights booked ******* with ***** Spoke to 2 different WestJet agents today as I noticed my account no longer had any travel bank amount. I was advised they expired **** *** *** *** and once expired there is nothing WestJet will do. Apparently I received an email in ******* that would have given expiry dates and option to pay for a one year extension which I do not remember receiving. To begin with I wanted my **** credited, not money put into an account that I may never be able to use. WestJet stated that was not an option. At this point I would like the travel bank reinstated.

  Business Response

  Date: 24/08/2023

  The business responded to this complaint but requested that their response not be published.

  Customer Answer

  Date: 25/08/2023

  WestJet requested Account holder name and email address which I am providing.  
  

  Account holder is ****** (****) ******* and email is ****************.

  I am requesting the travel bank be reinstated.

   

  Thank you

  Customer Answer

  Date: 29/08/2023

  Cell number to be contacted at ************.  Also, unable to respond to Westjet's second request for account verification as file won't open when clicked on.  

  Customer Answer

  Date: 29/08/2023

  
  Complaint: ********
  
  I am rejecting this response because to date nothing has been resolved.  The most recent request from WestJet is my WestJet rewards number which is *********, Account ************************* (****) ******* and Rewards level is Teal.  
  
  Sincerely,
  
  ****** (****) *******

  Business Response

  Date: 30/08/2023

  The business responded to this complaint but requested that their response not be published.

  Customer Answer

  Date: 31/08/2023

  
  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:01/08/2023

  Type:Customer Service 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.

  West Jet booked **, in *******, on **** ****, on a connecting flight from ******* to ******** *********, with assigned seats. However, West Jet failed to inform their partner, ***** Airlines, about our being passengers on that connecting flight. it . Though we made it to the gate of the connecting flight on time, thanks to the wheelchair attendant I had, who called ahead to let them know we were coming, we were told by Delta that we were never on their passenger list for the connecting flight or the seats ! Lucky for us that ***** came to our rescue, and put us on the next connecting flight three hours later . This negligence was caused by Wet Jet, and was all very upsetting to us , ** ** *** ******* *** ******** ! We therefore request a total refund ** ** **** *** **** *** *** ******. ********** ** **** ********* **** *** ***** *** *** ******* **** ***** ******** *** West Jet basically came up with many made up excuses, and told him to just deal with ***** and then hung up on him- twice (though it was West Jets negligence that got us into this problem).

  Business Response

  Date: 14/08/2023

  The business responded to this complaint but requested that their response not be published. 

  Business Response

  Date: 15/08/2023

  The business responded to this complaint but requested that their response not be published. 

• Initial Complaint

  Date:31/07/2023

  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.

  We were flying westjet out to BC for Thanksgiving **** and had to change (not cancel) our flights due to unforeseen circumstances. We were issues a refund of around ***** and it was placed in a travel bank with west jet for future use. At no time in the conversation did the westjet consultant advise there was a time limit for use and why would there be, it's our money and money doesn't expire. The money is no longer available to us which is shocking as money doesn't and shouldn't expire, much like a gift card. I have tried to contact west jet many times and their current set up makes it virtually impossible to talk to someone. I have tried calling and none of their options allow anyone to help you. **** ******** ** ****** ******* **** ****** ***** ** ********** *** ****** ** *********

  Customer Answer

  Date: 02/08/2023

  Hi there, 

  I have attached the original reservation that was cancelled and a copy of the rebooked flights with the remaining balance in my travel bank. I find it very concerning that West Jet believes that your actual money can expire and no longer be used. We're not asking for a refund on the credit card, we're asking for access to the money in the bank for the future. 

  ** ** *** **** ********** ******* **** ***** **** *** ** ******* * **** **** **** *** **** ********* **** ***** ******** Please let me know if you need anything else. 

  Thanks very much, 
  
  ********************* *******

  Business Response

  Date: 14/08/2023

  The business responded to this complaint but requested that their response not be published.

• Initial Complaint

  Date:26/07/2023

  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 a return flight from Westjet for myself and my son from ******* to ****** departin* *** ** *** ********* *** **** **** (*********** **** ******). I checked in 24 hours in advance of the return flight and was confirmed to fly. The morning of *** ****, the flight *** was cancelled due to an impending Westjet pilot strike vote. The pilots never did walk out. I tried repeatedly to call Westjet as directed by them to arrange alternate flight arrangements. I did not hear back from them for 4 days. * **** ******* ****** **** ******* *********** *** I needed to make alternate arrangements to fly home with another carrier. ******* *** * ***** **** ** ******* ** **** ***** I was left in limbo with no idea of when of if airfare was being arranged. I have submitted for reimbursement for airfare and have been told that the "labour dispute is outside the air carrier control" and that I will not be reimbursed. I believe this a breach of contract. New guidelines which came into effect September 8, 2022 by the The ******** ********************** now require airlines to provide passengers with either a refund or rebooking, at the passenger's choice, when there is a flight cancellation, or a lengthy delay, due to a situation outside the airlines control that prevents it from ensuring that passengers complete their itinerary within a reasonable time. They apply to all flights to, from and within ******, including connecting flights.

  Business Response

  Date: 03/08/2023

  The business responded to this complaint but requested that their response not be published.