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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

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WestJet Airlines has 10 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:29/05/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 was scheduled to fly from ****** to ****** via itinerary ******. I arrived to ****** airport early and the plane was at the gate waiting and yet a small delay still occurred. I arrived in ******* and was told to exit security, get my luggage and go to a Westjet desk to get a new flight because they had removed my from my connecting flight (despite it having just started boarding.) I have also never been told to exit through security to get a new flight. I exited and went to luggage and waited, waited, waited, not there. They told me it was put on another flight leaving in an hour but didn't know if I was booked on it. Go to Westjet counter and wait and wait and wait to get a new flight (not the same as my luggage) and then go through security again. Through security I get an email notifying my my new flight ***** is cancelled for "unscheduled maintenance" at the Westjet Kiosk and they tell everyone on the flight that a bus was coming to get us (this was early afternoon) and we had to leave security, get luggage and go to a waiting area. The bus did not show up until 4:30 p.m....I paid in excess of ***** for a business class seat for a flight from ****** to ****** and I ended up getting a **** bus ride (which was 8 hours) and no offer or attempt to rebook me on any other airline (as per APPR regulations.) I ended up getting home over 13 hours later than originally planned and had to endure non stop frustrating during travelling, *** ******* My luggage I was told was on the way to ******, I found circling a baggage carousel 4 hours later all by its lonesome going around, and around and around...I put a claim in for compensation and was immediately denied...long story short I paid for a flight and was given a bus ride. * **** *** ******* **** *** **** ** **** ************** *** **** ***** ** ** ****** *** ** **** **** ****** ** ***** ****** ***** *** ****** ** *********

      Business Response

      Date: 02/06/2023

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

    • Initial Complaint

      Date:23/05/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Due to pilot strikes, WestJet allowed traveller to freely cancel or change flights from May *****. My roundtrip flights between ********* and ******* (** * **) has been affected. But WestJet only allows refund of the outbound, but not the return flight. This means that even my trip was affected due to reasons on WestJet's part, I have to be the one bearing the monetary loss for the return trip. *** **** ******* ** * ********** ********* ***** **** **** *** **** *** ** *********** ** **** ***** ** **** ************ ****** * **** ****** ** ** ********* ********

      Customer Answer

      Date: 23/05/2023

      Hi there,

      As requested, below are the booking reference for the ********************************** C*** *** *** ********* **** ***** **

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

      Update to original complaint:

      WestJet also refused to refund the outbound ************* Cal) because "the strike has been avoided", even though they previously announced that everyone from May ** * ** could cancel without fees.

      Thanks,

      ********

      Business Response

      Date: 06/06/2023

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

    • Initial Complaint

      Date:18/05/2023

      Type:Billing Issues
      Status:
      Answered
      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 ******** * **** our flight from ******* to ******* ** **** was delayed for more than 3 hours due to ground crew limitations and no meal vouchers were issued.I complained and was told I would have to claim any expenses we incurred because of the delay. I submitted expenses for a meal we had during the delay and the expenses were rejected because westjet does not accept credit card receipts even though it was from our statement with the name of the restaurant.. I subsequently submitted the actual restaurant receipt and I was approved for a *** reimbursement and told I would receive two emails from **************** On to claim my reimbursement and a second email with a link to track my payment. I received no emails and was told to wait **** business days when I inquired by email. On *** **** I followed up this time by calling westjet support and westjet support told me to call ************ (and I repeated the number back) but the number was not in service.

      Business Response

      Date: 23/05/2023

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

      Customer Answer

      Date: 23/05/2023


      Complaint: ********

      I am rejecting this response because: it's impossible to reach the WestJet call center because of your labour dispute with your pilots. Even though WestJet has ratified their labour dispute with their pilots they cancelled flights and the ramifications of rebooking all the cancelled flights for their effected guests makes it possible to get thru on their customer service lines.

      Most companies would just issue a cheque for the outstanding *** once it's been approved why does WestJet continue to make it's inconvenienced customers jump thru hoops especially in the middle of a labour dispute? 

      I get an email saying my money has been approved but I never get the email   I reply that I haven't received but I am supposed to wait for the email   *** ***** ********* *** ***** ** * ***** ****** ** ****.

      Please just issue the cheque to me.  **** *** **** **** **** *********  * ******* *** ***** ***** ** **** *** **** ***** *** *** **** **** ***** ** ****** ** ******* * ****** *******  ***** **** ** ** ************  ****** *** ******* *** **** ****** *** ******** *** ***** *** **** ***** ***** ********** ***** 



      Sincerely,

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

    • Initial Complaint

      Date:15/05/2023

      Type:Billing Issues
      Status:
      Answered
      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 baggage fees appeared on my ***** As I flew on *** *** *** *** ***,I expected these charges. Westjet required my personal **** number for these requirements. My **** mas billed accordingly.Problem:Westjet cannot / will not supply a receipt for these **** transactions to my personal **** account ******************** has outlined that the flight came through a third party booking, so they can't supply receipts********, the third party booking agency is not involved in this transaction for baggage fees. U***** ******* ** ******* **** *********Moving forward, I simply want a receipt for these transaction on my **** card. These are work related expenses and I require a receipt for reimbursement. I have made five calls to WestJet and all I get is that there is no method to supply me a receipt, but they will talk to the finance department.

      Customer Answer

      Date: 15/05/2023

      As requested the 6 digit booking code is ******

       

      Business Response

      Date: 23/05/2023

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

    • Initial Complaint

      Date:10/05/2023

      Type:Product Issues
      Status:
      Answered
      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 canceled a flight I had booked in ******** **** because of Covid considerations. They refused to give me a cash refund and instead insisted I must accept a credit. In ******* ****, I received an email saying that the credit would be expiring "soon" in the "coming weeks" with no specific time specified; this email was buried among dozens and dozens of very similar looking promotional emails. I contacted them in *** **** to see the status of my credit and I was rudely informed (with the customer service manager shouting over my questions) that the credit expired in ***** **** without any further notification. The customer service manager then hung up on me. All I want is for the credit to be reinstated so that I can book a flight home as soon as possible.

      Business Response

      Date: 12/05/2023

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

    • Initial Complaint

      Date:27/04/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      Repeated attempts to get a refund for a flight which WestJet cancelled (*********** ******* ****** *** ** ** ***** *** ****). Submitted an application for refund twice, and it was denied because they claimed that I cancelled the flight. I did not. I have proof; an email sent from WestJet informing me that the flight has been cancelled (no mention of rescheduling as it was during COVID). They put a credit on my account in the *********** for the cost of the flight *******. Up until ******** ****, I repeatedly tried to get a refund. I got the runaround and repeatedly told it shows that I cancelled the flight. I offered to forward their email back to them proving that they actually cancelled the flight, which entitles me to a refund. They said there is no way I can submit it, and I could try completing the application for refund a 3rd time (it's pointless). They have now removed the credit from my ***********. I would like the refund put back on my credit card.

      Business Response

      Date: 08/05/2023

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

      Customer Answer

      Date: 09/05/2023

       
      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 received full reimbursement.

      Sincerely,

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

    • Initial Complaint

      Date:24/04/2023

      Type:Product Issues
      Status:
      Answered
      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 delayed my return flight home from ********** by 24 hours and refuses to reimburse me for out of pocket expenses or APPR compensation related to the delay. The delay was within the airline's control and not due to weather or a last minute safety issue. WestJet knew 10 hours in advance of our original flight departure time that they required another plane to bring us home, but instead delayed the flight by 24 hours. I have submitted receipts that total *******, but WestJet is only offering me **** and no APPR compensation.

      Customer Answer

      Date: 25/04/2023

      ******* ***** ******

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

      Business Response

      Date: 01/05/2023

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

      Customer Answer

      Date: 01/05/2023


      Complaint: ********

      I am rejecting this response because:

      I did provide receipts and a schedule outlining the costs incurred. Attached again for the 4th time. WestJet has also not paid out the per diems for my family. 

      Again, I received **** compensation for a 24 hour delay for a family of 3. This did not even cover the cost of the accommodations, which WestJet failed to provide us. I simply booked an additional night at our existing accommodations, which I was instructed to do by WestJet. They did not mention a maximum of **** CAD in their email to me (attached), the maximum was **** ***. 

      Sincerely,

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

      Business Response

      Date: 04/05/2023

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

      Customer Answer

      Date: 07/05/2023


      Complaint: ********

      I am rejecting this response because I have sent all the receipts, multiple times. 

      Sincerely,

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

    • Initial Complaint

      Date:14/04/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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 tickets to ****** just befor Covid started. Flights were cancelled and we couldnt go. Westjet would not refund the money but put it into a bank to use at a later date. I had the app. but its not something I check too often. As I was now going to plan a trip I found NO money in my Westjet account. I called and was told it expired! Expired! ** *** **** ****** I was not emailed or told in anyway that they would do this. ** ** **** ** ****** * **** **** ***** *** **** ** **** ** *** ********  I had used some of the money but there was something like ***** or more left. When I called they said it expired in March, 2 weeks ago! And can do nothing about it. ****** ***** Thank you *******************.

      Business Response

      Date: 20/04/2023

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

      Customer Answer

      Date: 20/04/2023

       
      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:04/04/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Our group took a flight to ******* with WestJet **** on **********, and WestJet did not transport our ski bags with the same flight. We filed a claim and ask for reimbursement for reason cost due to the delay. However, WestJet is trying hard to block us to get the reimbursement. T** **** * ** ******* ******* ******* ** ***********

      Customer Answer

      Date: 05/04/2023

      Hi 

       

      My WestJet confirmation code is *******

       

      Thanks, 

      *****

      Business Response

      Date: 07/04/2023

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

      Customer Answer

      Date: 10/04/2023


      Complaint: ********

      I am rejecting this response because:

       

      Westjet did not reimburse all valid cost due to the baggage delay. 


      Sincerely,

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

      Business Response

      Date: 11/04/2023

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

      Customer Answer

      Date: 12/04/2023


      Complaint: ********

      I am rejecting this response because:

       

      Westjet did not solve the claim, we do receive a payment of ******, but the receipts we submitted is more than *******. 
      We ask Westjet to reimburse all the cost we have to pay due to the baggage delay. 


      Sincerely,

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

    • Initial Complaint

      Date:04/04/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 received an email stating that my flight leaving **************** the following day would be delayed "WestJet flight ***** from ******** (***) to ******* (***) is now departing ******* ***** ** ** ***** due to your crew coming from a delayed flight that was within the airline's control." (will attach as a supporting document). I filed an AARP claim with all of the information, as our return was affected more than 12 hours. I received the denied compensation email today as Westjet has changed their answer and is now saying it was due to an airport facility issue outside of their control. * **** ** ***** **** they have changed their response and our now refusing to pay. I emailed back but when I called WestJet for more information about this they told me I would have to wait another 30 days for a response. WestJet legally has to have the complaint complete within 30 days. The agent refused to transfer me to anyone, and was incredibly rude on the phone. (***** agent ID ******. I want WestJet to contact me so we can resolve this ******* ****** **** ** *****.

      Business Response

      Date: 20/04/2023

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

      Customer Answer

      Date: 20/04/2023

      Complaint: ********

      I am rejecting this response because:

      Westjet is not offering anything regarding this and is now emailing me outside of the BBB. 

      I have asked multiple westjet agents for a call back from management. I do not want to speak to guest service agents or customer care agents when they do not assist with the issue at hand. 

       

      Westjet is sending people to the cta because they know it is over a year to handle it.

       

      I have provided WestJet with all of the information and no one will answer my questions and indicates that their response is the final response. 

       

      I want a phone call from someone at Westjet in management or who handles the appr claims.

       

      I would also like the ** numbers of the people I have spoken to with Westjet 


      Sincerely,

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

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