Business Profile

Airlines

WestJet Airlines

Headquarters

This business is NOT BBB Accredited.

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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

562 total complaints in the last 3 years.
172 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/07/2023
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.
I received this email from WestJet on *** **** when they did not send our plane to ****** because of a potential pilot strike: "We are sorry your travel plans have been disrupted. WestJet is working to secure accommodations for our guests; however, due to market availability, we are currently experiencing issues securing the number of rooms needed.If you can secure your own hotel room, WestJet will reimburse you up $*** CAD for non-******** and non-** destinations per night/per reservation. In-room movie costs, tips/gratuities and long-distance telephone charges will be excluded.Please keep your receipts and submit a request for reimbursement.We sincerely apologize for any inconvenience".And they are not covering the $*** cost of my hotel accommodation.
Customer Answer
Date: 04/07/2023
******
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The business responded to this complaint but requested that their response not be published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 the communication I received on *** **** was vague. At Westjet you have to book separate flight reservations in ordered to be upgraded with a silver status. Since one of us had silver status at the time of booing we made two separate flight reservations. Your communication specified reservation not per flight reservation not per hotel reservation just reservation and because we booked twp separate flight reservation in order to comply with your crazy upgrade requirements we thought you meant flight reservation. We had two flight reservations and budgeted accordingly.

Sincerely,

***************************
Business Response
Date: 13/07/2023
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 13/07/2023

Complaint: ********

I am rejecting this response because the Westjet email was vague and the hotel rooms were more than $*** CAD per night. ******* very expensive and we tried our best to economize even though you lead us to believe we were being compensated for up to $*** CAD per night for accommodations. We feel you should be covering the entire cost of the hotel stays. The email even states you were having difficulty booking hotel rooms for your stranded passengers.

Sincerely,

***************************
Initial Complaint
Date:27/06/2023
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.
Dec. 22/22 my husband and I had flights booked from ******** to *******, then ******* to *******, to take a cruise from the ******* **** on Dec. 23/22. Our flights were with WestJet as we are loyal WestJet customers. Our flight was to depart ******** at 10:55 AM so we arrived at the airport at 8:00 AM. The airport was busy and chaotic as many people were travelling for the holidays. We waited for quite some time in a line that was barely moving. While waiting, I noticed on one of the departure screens that there was a direct flight from ******* to ******* a little later that day, so I asked a WestJet employee if there was space on that flight for the two of us. She went to check and returned about 10 mins. later to tell us that the direct flight to ******* was full. She asked ** what flight we were on. We told her, she looked on her device, and told us that our flight was cancelled. We got moved into a "cancellation line" where literally nothing happened for hours. We asked three other WestJet agents about our situation, panicking about our cruise being the next day, and were told to try to book our own flights to ******* as it was unlikely anyone would be able to help us. After 8 hours of being in the airport with no help or guidance from WestJet, an announcement came over the PA system that said if clients did not have an active booking out of ********, to go home. Sadly, we went home and missed our long anticipated cruise. The most appalling part of this whole disaster is that later that evening while unpacking at home, I checked the **************** site to see how many flights had been cancelled that day, and I shockingly saw that our flight to ******* departed ******** at 12:32 pm. WestJet's error cost my husband and I our winter vacation. We are asking WestJet to reimburse us for the cost of our missed cruise, in the amount of $*******. They have only offered us $*** but this is far from adequate. We did not have travel insurance as it wasn't needed.
Business Response
Date: 06/07/2023
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:27/06/2023
Type:Billing 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.
Flight cancellation due to Westjet pilot strike on May *******. Flight cancelled from ****, ****** to *********, **. Seeking reimbursement for cancelled flight, cost due to rescheduling of flight on another airline the following day (****, ****** to *******) cost of hotel for one night stay in ****, ****** at airport Hotel and rental car cost for drive from *******, ** to *********, **. Reimbursement form was submitted on Westjet website on May 21,2023. Website explained 30 day waiting period to hear back. An email was received asking for more information regarding flight details. The details where provided and I have not heard back anything. There is no direct phone number to call to find out more information and the email chain has gone cold. Flight reservation code ******
Business Response
Date: 27/06/2023
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:21/06/2023
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 19, **** Westjet cancelled our return flight from *********, ** to ************, ** due to an imminent strike by their pilot's union. We were rebooked for May 20, 2023 requiring ** to book an extra nights stay in ********* ($*** **) and extra for food ($*** **). Westjet is claiming it was out of their control and thus denied reimbursing us anything for out of pocket expenses. The airline clearly is remiss in this matter, and we feel, owes us reimbursement for cancelling our flight.
The airline code is ******
Business Response
Date: 05/07/2023
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 06/07/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

*********************
Initial Complaint
Date:20/06/2023
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.
In March 2020 myself and another person were scheduled to travel from ************** to *******, due to the ***** Pandemic we had to cancel. At the time WestJet would not refund my credit card for the cancelled tickets but instead offered a *********** credit of $******. I was looking over the weekend to book flights using my *********** credit to find out that WestJet cleared it from my account after 3 years. That was money I had paid for flights, and travel bank credits should be the same as gift cards / certificates and not expire. Im now out $****** for flights I was unable to use. Please help make this right.WestJet rewards member *********** Booking reference number ****** Date Booked *** *** ****
Customer Answer
Date: 20/06/2023
I only have the booking reference number, Booking reference number ****** Date Booked *** *** ****
Business Response
Date: 27/06/2023
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 27/06/2023

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:16/06/2023
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.
Hi
I would like to file a complaint to WestJet for delaying my refund, I purchased a ticket from third party CheapOair but because of an emergency I couldn't flew that day of my flight due to the death of an immediate family. My Dad passed away. Please see attached flight itinerary. Under WestJet refund policy there is a category for exceptional circumstances. In this policy, it never mentioned specifically that the refund is only for those client who purchased the ticket directly to WestJet. Here is the link for your reference.

***************************************************************************************
The document has been submitted to this WestJet exceptional circumstance policy link that includes my Dads death certificate but until now, the refund has not been made. I tried to to deal with them directly. WestJet informed me that the travel agency will be doing the refund because I purchased the ticket from the third party. I emailed the travel Agency, ********* and received an email from them stating that their still waiting for the refund to be sent by WestJet, so they can refund me the ticket purchased. This is going on circles for the past 7 months, still unresolved. Please help me resolve this issue.

Thank you,
Evangeline
Business Response
Date: 26/06/2023
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:12/06/2023
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.
**** WestJet flight from ***-***, was cancelled, **** WestJet replacement flight was delayed 3 1/2 hours. Their policy indicates that delays of 9+ hours are entitled to ***** ************, and 3-6 hours are entitled to **** ************, so long as the delays are not safety-related. The pilot stated that the bathroom was broken, and they would have rather fixed it than fly with one less bathroom, which presents as a general inconvenience and not a safety issue. My APPR claim through WestJet was denied as a safety issue, and upon contacting their customer service explaining the correct circumstance that was not safety-related, they were unwilling to accommodate or hear my explanation of the events on-flight. I am requesting my full ***** ************ that I am entitled to per the policy on their website, referenced below: ******************************************************************************
Business Response
Date: 19/06/2023
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 19/06/2023

Complaint: ********

I am rejecting this response because: while I appreciate acknowledgement of my experience on-flight and with subsequent customer service representatives, it still does not complete the ***** ************ that I am entitled to based on their written policy and consistent with the reason for flight delay that was communicated to me and all the other passengers on-flight.
Sincerely,

*******************
Initial Complaint
Date:12/06/2023
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 faced a distressing situation at the *************** on June 6, 2023, which led to significant financial loss and emotional distress.Upon arriving 2.5 hours prior to my flight, I had already checked in and merely needed to check my bags. I encountered difficulties with the machines where I spent 20 minutes trying to make them work. There was no assistance, except for the check-in counter, which had an extensive line. When an associate arrived, she struggled with the machines for 10 minutes before seeking help from a colleague.*****, by the time the associate realized the issue, she informed me I just missed the baggage cut-off by a mere 2 minutes, resulting in my inability to board the flight. I explained that I arrived with ample time, pre-checked, but their machines were malfunctioning and lacked the required assistance. I also explained I was due to attend a friends funeral that evening.Instead of offering solutions, the manager placed the blame on me and suggested that I should have arrived at the airport 4 hours early. He then called me irrational and emotional, decided to ban me from WestJet and threatened to call authorities because of my complaints and requests for help. This interaction was unhelpful and unprofessional, as I missed the flight and consequently, my friend's funeral. The entire experience was emotionally taxing due to the lack of assistance, accountability, and empathy from staff members. I was forced to purchase another ticket, last minute, from another airlines and I missed the funeral. Upon contacting WestJet later to request a refund, a representative informed me that it was not their responsibility to provide assistance at the computer stations.I requested following compensation:1. A full refund of my original WestJet booking.2. Reimbursement for the increased cost of my last minute, rebooked ***** *******3. ************ *** *** ********* ******** ******* *** ** *** ****** ******* *** *********** ************ **** **** ******
Business Response
Date: 21/06/2023
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:07/06/2023
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 *** ** we were due to fly from ****** airport to ******* with WestJet. Six hours before our flight was due to leave it was cancelled by WestJet due to staffing issues. At the time we spoke with several WestJet representatives, who all assured us that if we booked an alternative flight with another airline we would be reimbursed for the expense. Based on these assurances we booked alternate flights for that same morning, at a cost of ******. WestJet later offered an alternative flight which would leave a full 36 hours after our original flight time. After we returned from our vacation we submitted all of the relevant paperwork and receipts to Westjet, but they denied our request for reimbursement. The ******** Transportation Authority's guide to delays and cancellations says that if a cancellation is within an airline's control, which includes staffing issues. They have an obligation to book passengers on an alternative flight, with any other airline, that leaves within 9 hours of the original flight time. We have been going back and forth with WestJet's customer support team *** ******* **** **** **** **** *** ********** ** ******** However, they are either hiding behind corporate policy or ignoring relevant points that we have raised.* ****** ** *** ********* ***** ** ** * ********** *** **** ********** *** ********* *********** ** **** ** WestJet were unwilling to offer him any special assistance. The alternate flights that we booked included a change, where our original flight was direct. ******* ** *** *** ** * **** ** **** ********* *** *** *** **** ******** ** ***** ** ***** *** ****** *** **** *** ****
Customer Answer
Date: 07/06/2023
Good Afternoon
6 Digit Booking Code/PNR: ******
Ticket Numbers
********************* * ***************

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

Thanks
*****
Business Response
Date: 12/06/2023
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 12/06/2023

Complaint: ********

I am rejecting this response because: In the case of a flight cancellation due to staff shortages an airline is obligated to book passengers on another flight with ANY other airline departing within 9 hours. WestJet representatives assured ** that although they did not have the ability to book ** onto the alternate flight we asked for, if we booked it ourselves we would be fully reimbursed.
******* ** ******* ** **** ** ** **** ***** *********** *** ******** ** ************ ******** ** ********* *** ********* **** **** *** ** **** ** ********** *** *** **** ********* ****** **** **** ** *** **** **********
* ****** ** ****** **** ****** ******* *** ****** ** ********* *** **** ***** *** **** ******* ****** * **** ******** ********* ****** ** ** *** ****
Sincerely,

*************************
Initial Complaint
Date:29/05/2023
Type:Billing 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.
This is a complaint specifically about the flight crew for Flight **** ********* to ******* on *** *** *****WestJet staff forced everyone in Zone 3 to check their carryons REGARDLESS of space and were incredibly mean about it. It didnt matter if you were originally in Zone 2 and specifically paid extra for a seat in the front (Zone 3). So the more you paid the more you had to wait upon arrival. The flight attendant said it was for them to deplane more quickly. ******* *** ***** **** ***** *** ** ****** ** ****** *** *** ****** **** ** ** **** *** ***** ** *** ***** ** *** *** ******** Instead, the passengers in the back got out early and we had to wait for our bags. Im attaching photos of all the empty bins.
Business Response
Date: 31/05/2023
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 31/05/2023

Complaint: ********

I am rejecting this response because:
This was a canned response and made no sense with regard to this situation, especially when all the empty overhead bins were skewed to one side of the plane making it unbalanced rather than balanced.
A better response would be to refund the extra money customers specifically paid for seats in Zone 3, along with a believable apology.
Sincerely,

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

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WestJet Airlines is NOT a BBB Accredited Business.