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

  10 - 5533 Airport Way Kelowna, BC V1V 1S1

• 

  WestJet Airlines

  4141 Airport Rd #13 Former: Reportable Prince George, BC V2N 4M6

• 

  WestJet Airlines

  5055 NE 11 St Calgary, AB T2E 8N3

• 

  Westjet Airlines

  Regina international Airpot Regina, SK S4W 1B3

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:24/07/2023

  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.

  On a Westjet flight, occurring on *******, my wife and I experienced numerous issues with Westjet that we demand a refund for. These flights were ****** **** Operated by WESTJET As ** *** *** *** ****** **** Operated by WESTJET As ** *** ****. These flights were from ******* ***** ** ******* ***** ** ********* *****.
  
  1. Despite paying for upgraded seats with extra leg room (see attached email), we were instead assigned standard seats for the ******* flight, and assigned standby for the ******* flight. Boarding passes are attached for proof of this. Gate agents told us they were unable to assist with this issue and that our seats were already given to other passengers. ** ****** full repayment for these seats that we were never given.
  2. Upon boarding our plane in *******, we then had over an hour and a half of delays due to needing to remove fuel from our plane (********** *** ***** *** ********* ***** *** ******). This delay caused us to miss our connecting flight to ****  Westjet then booked us on a flight to ********* TWO DAYS later, and only offered a stay at a ******* *** and $** food vouchers to make up for their technical issues. This is an inexcusable answer to the issues Westjet caused, and forced us to miss business meetings in *********. This also forced us to have to rent a car ** ********* (receipt attached). ** ****** ********* *** *** ****** *** **** ** **** ****** to buy due to Westjet delays, as well as flight credits for the two night stay we were forced into.
  3. On the flight from *** ** ***, I purchased WiFi which did not work (receipt attached). ** ****** ********* *** **** ******** ** ***l.
  
  All in all, this was one of the worst flying experiences we have ever gone through, with mistakes and delays by Westjet throughout the whole experience. ** *** **** *** ****** ******* ** ***** ******* ****** ** ** ***** **** ** *** ** ******* ******

  Business Response

  Date: 02/08/2023

  The business responded to this complaint but requested that their response not be published.

• Initial Complaint

  Date:24/07/2023

  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 purchased 2 flights to ******* before the pandemic. When it came time to fly we were not permitted. The funds were placed in a WestJet  Travel bank. I asked to have the funds put back on my credit card to which I was told I could use the funds like cash on the app for my next flight when we were able. The balance was *****. I went to book a flight yesterday evening and it showed I had zero dollars. I called customer service with ******************** and as told my money had expired. I was never told that was something that would happen. I was told my passes for my ***** ***** **** would expire as they do yearly but this is money that I trusted would be available when we could fly again. This was not points or passes but actual funds I paid for the original flight with.

  Customer Answer

  Date: 24/07/2023

  Here is a photo of the email I received when I used some of my travel bank in *******  to prove what was left. There would be no flights or confirmation number for the travel bank as I didnt get to rebook a flight since COVID to use the remaining balance. I was just told it expired This isnt points. This isnt passes. Its money I paid for out of pocket for  a flight from just before the pandemic and it was cancelled. Now they are saying its expired which I was never told about. 

  Customer Answer

  Date: 24/07/2023

  This was the original flights and what they both costed. 

  Business Response

  Date: 27/07/2023

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

  Customer Answer

  Date: 27/07/2023

   
  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:19/07/2023

  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.

  Purchased a flight for 4 to **************** from ******** ******* on **** *** ****. The flight was scheduled to depart *** ** *** *** ***** Flying with Westjet for both legs of the journey. I booked through the ********** website. After I purchased the flights for all 4 passengers I received a confirmation number from westjet and a booking number from *********. I will attach below. I even went on the westjet app and picked out seats for each passenger for all scheduled flights . 12 hours later I received a generic email from ********* stating they will not honour this booking due to a glitch in the system involving the price and cancelled the whole booking. The transaction already went thru and my credit card was charged. I find this unreasonable and ********* should have honour the price that was being presented. They stated that there was a mistake in the price for the whole trip online. A transaction was completed and I received booking numbers . Either ********* or westjet should honour this booking. This was also reported to *********** and I was interviewed. I will attach the link for review *********************************************************************************************** review- thank you

  Business Response

  Date: 26/07/2023

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

  Customer Answer

  Date: 26/07/2023

  
  Complaint: ********
  
  I am rejecting this response because you have just stated to me that this booking  is not made through WestJets system and our hands are tied to be able to change, cancel, issue *********** credits or provide refunds as *************** use a separate booking system to complete their bookings.

  When ********** cancelled my flight. The flight that I received a confirmation number and a booking number already from both Westjet and **********. They provided an official statement from West jet stating:

  We regret to inform you that we are unable to honor your recent booking.
  As a result of a third-party error, WestJet fares were mistakenly advertised and cannot be honoured. As such, we are canceling your booking.

  We apologize for this inconvenience.
  Thank you in advance for your cooperation on this matter.
  WestJet

  As per this statement you have provided incorrect information once again. The statement clearly states that West jet is cancelling my booking.

  I am again attaching the official statement for you to review.

  As a long time customer with West jet, I believe this experience has been very poor on West jet and ****** **** part.

  ** * ***** ***** ****** ******* **** ********* ***** * ******* ****** ******** ******* * ** **** ** **** **** ** **** * *** **** ******* ** **** ***** ***** ** **** **** *** ******* ******
  
  

  please provide a better explanation and get back to me.

  Sincerely,

  
  *****************

  Business Response

  Date: 31/07/2023

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

• Initial Complaint

  Date:17/07/2023

  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 booked a flight with WestJet on July 14 from ******** to ***** round trip for May 1st to May 16th ****. The advertised price was $****** dollars round trip so I booked it online then called WestJet to confirm deal was legitimate. I was told by WestJet employee it was on a recorded phone call on July 14th and that I had nothing to worry about. I booked time off work for it and this morning received an email saying flight was cancelled because of a pricing error. I would like original booking to be honoured based on both advertisement and phone call I had with employee guaranteeing me price was real. Ill leave all information I have in attachments. My flight reservation number is ****** and name is ***********************. I have called back and been informed they have no information on why flight would have been given a wrong price or canceled or why they cant honour it.

  Business Response

  Date: 26/07/2023

  Hello ****,

   

  Thank you for sharing you concerns with WestJet through our partners at the Better Business Bureau.

   

  ****, I am very sorry for any disappointment caused when your itinerary was cancelled due to a pricing error with your booking agency. I have reviewed your booking, and I can confirm that it was booked through a third party. Due to our contractual obligations with third party vendors, WestJet cannot assist with changes or cancellations on these itineraries.

   

  I am sorry if you were given incorrect information on the phone. Our agent would only have been able to verify the itinerary you had booked through your travel agency, and would have no way of knowing whether or not an error on the side of the third party would affect your it. I can appreciate your disappointment in needing to rebook, and I hope you can appreciate that WestJet would not be responsible for the error which occurred between you and your travel agency.

   

  Should you wish to rebook this reservation directly through WestJet please contact our Sales and ************** (open 24/7) at **************, and any of our agents will be happy to assist you.

   

  Once again, I apologize for the disappointment this situation has caused. Thank you for sharing your concerns and providing me the opportunity to respond.

   

  Kind regards,

   

   

  *******

  Guest Support Senior Specialist | WestJet | ******************************************

  

  
  

• Initial Complaint

  Date:17/07/2023

  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.

  ****** **** **** ****, we were booked to fly on WestJet from ******* to ***** at ***. We arrived at the airport at **** ** ** *** * *** *** * ***** ****** we had to wait in the check in line. By the time they got us through the line, our plane was boarding and we were told it was too late to catch that plane. When we told them we were here two hours early, they stated that was not possible and did not believe us. We spoke to two managers and were forced to pay *** to catch a later flight. The later flight means missing our connection and we will need a hotel for the night. They were not willing to pay for this either. Despite being here when we were supposed to, we are out an additional ****  and will be getting ********** late. There was zero accomodations offered and no apology. Staff were rude and accused us of lying. They then made us stand for another hour ******* * ****** ******* while managers discussed the situation, ultimately deciding they owed us nothing.

  Customer Answer

  Date: 17/07/2023

  Hi there, they did not give us tickets at check in as we missed our flight waiting in line. So unfortunately I don't have ticket numbers. 

  But the reservation code was ******. 

  Business Response

  Date: 26/07/2023

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

  Customer Answer

  Date: 26/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I appreciate your prompt response. However, we did arrive at the airport two hours before our flight. Our flight left at ***. We arrived at ***. We were in line at *** for check in.  However, we waited in line until after *am, and when we finally got to the check in counter, it was too late to board our flight. We were then forced to pay *** each (x3 people) to catch a later flight. 

  In addition to the *** it cost us, we had to wait at the airport for 12 hours with * ******* *** *** to catch the next flight. We then had to find accomodations for the night, as the later flight did not get us to ***** in time to catch the last ferry home. We also had to pay for meals during this time.

  We followed the recommendation, arriving two hours before our flight, and we we're still faced with our worst travel experience to date. In the very least, we would like to be refunded the *** it cost to catch the later flights. 

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

  Business Response

  Date: 28/07/2023

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

  Customer Answer

  Date: 28/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Despite what what the airport staff are reporting, we were in fact in the line for well over an hour. As were all the others waiting in line. Other passengers stated they were waiting an hour and a half. 

  We did agree to pay the change fees because we needed to get home and did not have any other options presented to us. We were also told we could call the customer service line about reimbursement. The manager was rude and condescending. It was the worst experience I have ever had with a professional. 

  The customer service rep was lovely and kind, and his gesture of WJ dollars was appreciated. However, it does not compensate for the *** spent to change our flights due to staff not moving through the line up quickly enough. 

  The staff managing the line were obviously overwhelmed and short staffed, many others also missed their flights. But it could have been handled better. Instead they blamed passengers, accusing us of arriving after we had, so they did not have to take accountability for being understaffed. If they had changed us to a later flight for no fee, I would not have complained. Things happen and staff shortages are challenging to manage. But instead they accused us of lying and charged us, when we had been there on time. That is not acceptable. 

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

• Initial Complaint

  Date:13/07/2023

  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.

  3 Flight Delays in excess of 9 hours. Westjet has been asked in EXCESS of 25 times the reason for delay and all i get is a generic canned response. Im looking for a fulsome explanation with full details and documentation.I have requested a detailed response as per APPR legislation and I have gotten nowhere. Booking numbers refer:****** ****** ******

  Business Response

  Date: 24/07/2023

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

• Initial Complaint

  Date:13/07/2023

  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.

  On ****** *** **** I purchased two roundtrip tickets from ******* to ****** for ********* **** ** ** ******* **** * from WestJet, with my individual cost before fees being ****. On ******** *** **** WestJet notified me that they were cancelling both flights and offered to assist with alternative travel arrangements. WestJet rebooked the flights for me with *** ******* and the trip recently occurred as planned. Following the trip, I reached out to WestJet around my WestJet Rewards earn (** *** **** ******* ** **** ****** ** *** ******** ** ** ******* ******* *******) and recognition on my status level (**** ** ***** ***** * **** ** ******* ******* ** ******** ** ******) and was told by WestJet  Customer service staff on **** *** **** that they would not honour the rewards points and contributions to the status level for amount spent even though they were solely responsible for the flight cancellation, the need to rebook and all funds were paid directly to WestJet. I feel this is a violation of the program as advertised to customers, as I paid the money for a service in good faith, was flexible and gave my time to work on alternative travel arrangements, and since the funds were paid to WestJet, I feel the rewards dollars and adding the amount spent to my "spending" to re-earn gold status for next year is a reasonable request.

  The reservation code is: ****** 

  Business Response

  Date: 25/07/2023

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

• Initial Complaint

  Date:10/07/2023

  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.

  On May 22, we flew from ****** to ********* with a layover in *******. Westjet cancelled the flight with no compensation because they said it was related to weather. The weather was fine. No other flights arriving or departing were cancelled or even delayed. The pilot came off the plane and said it was because *** wouldnt keep their runway open. I contacted ***. They said it was a scheduled closure that westjet knew about with plenty of time to accommodate a change but didnt change the original flight. Because of this we needed to overnight in ******* and then fly through ******** to get home the next afternoon. We are out roughly $*** and lost wages for three of the adults that were flying home. We asked to be reimbursed for just the two hotel rooms and our meals and they refused. We purposefully chose the flight with no layover so we wouldnt have to overnight in *******. Westjet knew this flight would be cancelled ahead of time and shouldve allowed us to change our flight before this vacation and we would have chosen to come ********** earlier. It is neither fair or acceptable that westjet can just say they cancelled the flight is due to weather, even though it clearly wasnt, just so they dont have to reimburse travellers! It was a disruption to our travel and it is very problematic if westjet is allowed to continue this practice.

  Customer Answer

  Date: 10/07/2023

  *************** is the ticket number

  Business Response

  Date: 19/07/2023

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

  Customer Answer

  Date: 20/07/2023

   
  Complaint: ********
  
  I am rejecting this response because: on the date of travel, no other flights arriving or leaving ******* were cancelled or even delayed because of weather. Exactly ZERO! We were told the flight was cancelled because **************** closed their runway due to mandated safety upgrades. I contacted the **************** Authority. They had informed WestJet of the aforementioned closure with plenty of time for Westjet to make accommodations and Westjet did NOT make any changes to their flight schedule. It is completely unacceptable that westjet can claim weather as the reason for cancellation when that is clearly NOT the reason. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/07/2023

  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.

  In ***** ****, my flight to ****** was canceled due to Covid. Both my credit card company *********** and West Jet both denied responsibility. It took me 46 hours on hold between the two companies to get money, put into a travel bank. The travel bank is expiring, and now there are no longer flights out of my city on the airline. ******* ** ** *********** *** *** **** ** **** ******** ***** ****** ****** ********** ** *** ********. Im requesting a refund for the amount that was released from my credit card to WestJet for *******.

  Customer Answer

  Date: 08/07/2023

  Hi ***,

  Thanks for your message! Here is the reservation code:

  ******

  And ticket number: 

  *************

  Please note that the ticket may show as refunded but it was only refunded into a travel bank, and not back to me.

  Cheers,

  *******

  Business Response

  Date: 27/07/2023

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

  Customer Answer

  Date: 27/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Hi,

  Thank you for your message. Unfortunately I am not surprised whatsoever at this response. I tried during the given open period for a refund and was told it was not possible through WestJet. I was given the run-around then, and I am still getting the run-around now.

  I saw this as an opportunity for WestJet to repair trust and it's sad to see this is not the case. The only thing that has been offered to me is to charge me extra to extend the deadline of usage. I see that as a fair compromise if possible to extend out the deadline to book by another year for no charge. ** *** **** ***** **** ** **** ** ******* *** ****** ****** *** ***** ********** 

  Please let me know if that is possible. We have had wonderful experiences in ******* and would love to return **** *** **** *** ******

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

• Initial Complaint

  Date:04/07/2023

  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.

  My husband and I had received our boarding passes from WestJet on the morning of May 18 prior to boarding our 9.5 hour flight from ******** and by the time we landed that flight had been cancelled. WestJet was unable to rebook us on any WestJet flight or any of their partner carriers. We were told there would be no hotel voucher as well. We were rebooked on a flight the following morning which was also cancelled requiring us to stay an additional night at an airport hotel also not covered.WestJet had many flights that DID fly on the 18th, when I asked why some flights were grounded due to "a Strike" as they put it and other flights were still flying, I received no answer.As there was never actually a "strike" I requested from WestJet that they compensate their passengers for the cost of being stranded, in our case it was 2 days, we were eventually flown home on May 20th. WestJet denied this claim as they said a strike is beyond their control, however a strike never actually occured.We are requesting compensation for this inconvenience, the cost of the hotels and food totalling $******

  Business Response

  Date: 10/07/2023

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

  Customer Answer

  Date: 10/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  A strike never actually occurred, in fact other West Jet flights continued to fly that night, this was simply a preventative measure on WestJet's behalf to ensure their planes were not scattered ****** wide should a strike occur. I understand that they were taking what they thought were the proper measures but they could not put us on an alternative flight with WestJet or any of its Partners for 2 days requiring us to stay overnight for those 2 days. I was simply asking them to reimburse for the cost incurred in those 2 days because of their actions. I think that because there were other WestJet flights that DID fly on the 18th that it cannot truly be called a strike otherwise ALL flights would have to be grounded. I feel that WestJet owes it to their customers to make amends for the costs they incurred during this standoff. 
  
  Sincerely,
  
  *****************************