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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:20/03/2023

      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.
      We were notified that our flight was cancelled due to weather and became stranded for 5 nights without any success to get a hold of the Westjet even though we made numerous attempts to speak to someone. The email said due to weather in ********* ****** but we have proof flight arrived in ********* and left ********* the same day that ours was cancelled on. We struggled to find any kind of accommodations and had to spend another $2000.00. Westjet is saying it not their fault and denies any compensation.

      Business Response

      Date: 21/03/2023

      The business responded to this complaint but requested that their response not be published.

      Customer Answer

      Date: 21/03/2023


      Complaint: ********

      I am rejecting this response because: I did as they asked me before about filing out their forms and the denied the claim saying due to weather which i know, is c*** Tons of flight arrived in ********* the same day as I was to travel home and left ********* to the final destination of ********.  All they kept saying is call an agent well we tried for 3 full days and the only way we were able to speak to anyone was because we managed to fall within the 72 hours travel window.  They were so rudely as to make our second flight from ********* to leave 60 minutes after we landed in *********.  They expected us to ******* a plane, clear customs and reach out next gate within an absolutely absurd time frame in order to continue on our travel home.  I had to fight with the agent on the phone to have that changed or i would have been stranded once again in ********* trying to get home to ********.  The treatment from this airline is unacceptable.

      The stranded new flight accommodations they booked ****-*********-*******-******** - fought to have changed ****-********* 1 h 40 min ********.

      We just made it to our gate in time for boarding the flight home to ******** with the ********* - ******** with 1 hour 40 in between.  This is unacceptable business practices.

      Sincerely,

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

    • Initial Complaint

      Date:20/03/2023

      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.
      My family of 4 was flying home July 10, 2022 from **** (Flight time 10:40pm, WS ****) to ******** **. The flight was delayed until 5 minutes after midnight. This was not a problem since we had a few hours to wait in ********* for our ******** connecting flight. As we were approaching *********, we were told the ********* to ******** connector flight (Scheduled for 9:30am) was cancelled and moved to 2:40pm. We landed at 8am in ********* and headed to the gate for the 9:30 am flight that was cancelled (Checking if it was really cancelled). We arrived at the gate around 8:20am and the plane was still leaving at 9:30am. We asked a Westjet employee why we were bumped off the 9:30am flight. They had no idea and were sent to customer service. They apologized and gave us a voucher for lunch. About 45 minutes later, the 9:30am flight boarded with other people in our seats.We were forced to go home on the 2:40pm flight as we were bumped.

      Business Response

      Date: 20/03/2023

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

    • Initial Complaint

      Date:20/03/2023

      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.
      Good day,My daughter and I had a flight home left ******* to ******, with connecting to *******. There was a 4.5 hour buffer to connect with *******. Due to Westjet delaying their flight (believe they were backed up due to a snow storm from previous days but no official reason in writing), we missed our connecting flight home. We flew Feb 24 but the next flight they would get us on was the next week Mar 2 arriving Mar 3. That didnt work, as I already missed time (a week) from work and needed to get home. After a 4 hour call, we got on a flight to ********* to drive home leaving Feb 25. Due to the flight being delayed leaving *******, we were unable to pick up car rental when we arrived it was closed. Westjet didnt provide hotel, and had to sleep over night in airport. I paid for the rental car out of pocket plus gas, and wasnt reimbursed for any expenses. Westjet feels we are not entitled to compensation but I feel we deserve compensation and after stating I felt they were wrong, they closed our claim. I feel that isnt right and that our claim should be reviewed closer by a third party. Thanks *********************

      Business Response

      Date: 28/03/2023

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

    • Initial Complaint

      Date:20/03/2023

      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.
      I booked a vacation package booking *******. ******** *** **** and chose the more expensive option of flying to arrive in Halifax Saturday, ******* ****** *** ***** ****** arrival in Halifax as opposed to the less expensive option of an over night stay in *******. I happened to log into my west jet account only to discover my flights have been changed to the less expensive (at the time of booking) option, which has me flying from ****** to ******* on Saturday, and not leaving ******* until the afternoon ** Sunday. I reached out to the call center to try and find a solution to the issue and spoke with *****, who repeatedly asked me if i wanted to cancel the vacation. The same thing happened last year with the vacation package that i purchased, it was changed to an over night in *******, which added the expense of a hotel and meals while there, and again this is happening with the next vacation package purchased. I asked ***** what would have caused the cancellation and why I would not be reimbursed the difference between the cost of the flight i purchased and the flight I have now been offered, she advised that Westjet does not compensate anyone for anything when schedule changes are made. It appears that Westjet sells higher priced packages and then changes the flights to the lower priced packages with no compensation to those who chose the more convenient options and paid higher costs.

      Customer Answer

      Date: 20/03/2023

      Booking ******* **********

       

      Confirmation* ***************

       

      Please advise if you require anything further.   

      Business Response

      Date: 10/04/2023

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

    • Initial Complaint

      Date:15/03/2023

      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.
      On Dec-21-2022, my wife and I flew with 'Westjet' from ************ to ********* (we had been away for approx 30 days). When we arrived at ***, our 2 suitcases were lost . There we met a Westjet empoyee who gave us a Claim #***** ***** and told us that we should receive your 2 large bags delivered to our home the next day. It was ****05-2023 before we received all of our luggage. On their website, they provide a form for you to fill out (Delayed Luggage compensation reimbursement) and they would get back to you asap. No one ever did reach out to us, I had to buy a cheap 'razor', so I could shave in the morning. I did this, on ****02-2023 and the required (receipt for $95.47, I sent them a copy.) . I've submitted 6 times already (2 per month) their form, on their website to get my $95.47 that they owe me. No one from Westjet, has ever got back to us in any way. As of today, March 14,2023, Westjet has not communicated with us in any way.

      Business Response

      Date: 20/03/2023

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

      Customer Answer

      Date: 21/03/2023


      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:13/03/2023

      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.
      We have been loyal Westjet customers for years, and always choose to fly with Westjet for **, ****** and Europe destinations. Last December, We booked a return trip for three people under the same reservation:****** from ********* to ******* via ******* departing on Dec 15th and return on the 20th. On our way back, our flight on Dec.20th from ******* ********* to ********************** ****** was delayed for 4 hours and 7 minutes and we were informed about the delay in less than 12 hours. There was no mentioning of any weather-related reason. And the weather on Dec,20th at both ******* and ******* are completely fine, and other Westjet flights are flying on time between these two airports. According to the ****** ********************* and ******** passenger rights, we should be entitled to the $400 compensation per person.After submitting the **** claim with Westjet, they used weather reason and turned down our claim. We are very disappointed and unsatisfied that no resolution being presented or offered. We request Westjet to further investigate into the issue re-evaluate our compensation options. We will also file with ****** ********************* if no settlements reached. Thank you.

      Business Response

      Date: 15/03/2023

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

    • Initial Complaint

      Date:10/03/2023

      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.
      We booked a reservation for flights from **************, ******* to ****** in 2020. The flights were cancelled due to Covid, but we were not refunded the money. Instead they advised the refund would be in a travel bank. We were told to call back in a year and use the credit or extend. Due to Covid restrictions and requirements, we chose not to travel in 2021 so we called to extend our travel bank again. At one point we attempted to use the travel credit, but the flights we were booking were WestJet and ***** mixed, so they would not permit us to use the travel credits. Then in November 2022 a partial balance was used leaving $898.48 remaining in travel bank. Another call requesting the extension of travel bank and granting 90 more days. Called again today March 9, 2023 and getting told our credit is no longer available and that it expired on February 26th. Each time we extend our credits, they take a fee from the balance and now that we want to use it, we are forced to pay again for flights that should have been covered with our balance. This has been extremely frustrating that we've had difficulty using our credit and now the funds have disappeared!

      Business Response

      Date: 17/03/2023

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


      Customer Answer

      Date: 17/03/2023


      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:09/03/2023

      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.
      I was booked to take a flight from ******* to ************ on Wednesday March 8, 2023 @ 09:20. I arrived at the gate at 09:08 and when I went to present the creep at the gate my boarding pass, he didn't even bother looking at it and told me I had to go to S-55 and I asked am I not able to ************* he said was you have to go to S-55. I asked agin if I was going to be able to board and he said again to go to S-55. No explanation as to why I couldn't board. I went to S-55 guest services and told them what happened and I was told I should have been on that flight. The rebooked me on another flight for 19:55. I had to wait around the airport for an extra **** hours, with no money to buy any food. I had $2 on me and I bought a coffee from A&W with that. I still do not have an answer or explanation, as to why I was prevented from boarding that 09:20 flight. Well departing the aircraft from the later flight I found out that the exact same thing happened to another passanger and he had no explanation and was told by guest services that he was supposed to be on the 09:20 flight and he also had to wait an extra **** hours without an explanation. The 2 boarding agents, the one this morning and the one this evening were the most ignorant asswipes and the one this evening lied to everyone boarding, that all luggage had to go on the ***** cart, as there was not overhead storage and that was a complete LIE! I would like an explanation as to why I was prevented from boarding the 09:20 flight. It couldn't have been because I was late, because on the 19:55 flight they were waiting for a late passenger and never closed the cabin door until 19:48 7 minutes prior to departure. These two gate attendands were the biggest ****** you could have employeed. Due to this very negative experience, I will never use or fly with West Jet, even if my life depended on it! West Jet ***** and deserves the very poor name and reputation you have!!

      Business Response

      Date: 14/03/2023

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

    • Initial Complaint

      Date:28/02/2023

      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.
      Hello,September 17th, 2022 I paid Westjet $1056.40 for transportation from ****** to ******* and back. This involved 3 flights total: November 14th, ***************** to ******* - ******* to *******. November 17th, 2022 ******* back to ******.The money charged was for premium seating for ALL 3 flights.The flight from ******* to ******* is the ONLY flight that provided premium seating.The other 2 flights were economy.Had I been informed this could happen I would have flown with a different provider.I contacted Westjet requesting my money back. The following is the response I got back from Westjet:***** *********** ****** ***** *** *** ********** ******** ** *** ***** ** **** **** *** **** ************ **** *** ******* ******* ** **** ****** ****** ******* ***** *** ******* ** * *********** ********* ***** **** ** ********* **** ** *** ****** ********* ** *** ******* **** *** ***** *** **** ** *** ***** ******** ********** **** *** ******* ******* **** ** ***** ****** ** ******** **** *** ***** ** *** *** *** ********* ** **** ******** **** *** **** ****** ******** **** *** **** ****** ** **** ** *** **** ******* *** ** *** *** ******* ****** ***** *** ******* ******** ********** **** ******** *** ***** *** *** *** *********** ** ************************* * ***** ******* This response is not acceptable.ALL the seats on a *********** ********* ***** **** are the same, economy. There are NO premium seats.Overhead bins are never an issue.First off the plane means nothing, I waited at the luggage carousel just like everyone else.I would like a full refund of my money.Hopefully this helps others avoid this ****!!

      Business Response

      Date: 01/03/2023

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

      Customer Answer

      Date: 01/03/2023


      Complaint: ********

      I am rejecting this response because:

      This is word for word the same response I originally got.

      All seats on this aircraft are the same. The reason people upgrade is for a more comfortable seat. All other perks are secondary.


      Sincerely,

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

    • Initial Complaint

      Date:28/02/2023

      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.
      I had a planned flight from ******* to ********* on January 1st, 2023 with a group of friends. This flight was cancelled the morning of and myself and the other travellers submitted claims for this disruption to our travels. The other travellers that submitted claims have heard back already and were given the $400 compensation for the inconvenience of the last minute cancellation within the airlines control.The three other claims from the travellers I was flying with are under the reservation #******, #****** and possibly #****** (this one may be incorrect).I would like this to be looked into to rectify this error, my reservation is #******

      Business Response

      Date: 02/03/2023

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

    WestJet Airlines is NOT a BBB Accredited Business.

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