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:28/02/2023

  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 flew with WestJet in August 2022 with my then one year old. We travelled with a Britax Travel System Stroller/Car Seat. When we arrived in *******, **, the stroller and car seat were brought to the gate and the stroller had clearly been broken in transit- the attachment piece for the infant car seat was missing completely, rendering the system useless. I struggled to get both pieces as well as my daughter to the baggage area where I immediately reported the damage. The claim has now been open for 6 months and I have still not had a resolution and have since had to purchase another stroller to get us through.WestJet baggage claims department did reach out, but insisted that it was my responsibility to contact the manufacturer for a letter to determine whether or not the stroller could be repaired. After many hours on hold with ******, I responded to WestJet that I was having difficulty reaching the manufacturer and that I believed it should be their responsibility to do so as they were responsible for damaging the stroller in the first place. I have not heard back and have not been able to reach the claims department by phone. It is incredibly disappointing that WestJet would acknowledge the damage and still not provide a resolution (whether fixing or replacing the system) especially this long after my travel date.

  Business Response

  Date: 09/03/2023

  The business responded to this complaint but requested that their response not be published.

  Customer Answer

  Date: 16/03/2023

   
  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.
  
  ********************************************************

• Initial Complaint

  Date:27/02/2023

  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 fiance and I booked flights through ********* to **** in November 2022 to travel during the last week of March and first week of April 2023. We recently sat down to book our accommodations, tours, inter-city travel, etc. when we noticed that certain places such as ************ were closed due to civil unrest. After ****** searching we discovered that many parts of **** are facing civil unrest with people being killed, robbed, thrown in jail, etc. Many travellers were stranded at ************ and had to be evacuated after a few days. The Government of ******* has issued a travel advisory for ****, to avoid non-essential travel. After reaching out to ********* for a cancellation request they talked to WestJet and mentioned that the airline is operating as normal and would only refund 20% of our flight, on top of that ********* would charge $200 per person to cancel. All in all we would only receive ~$600 back for a ~$2,000 flight for two people, which tells me that the company only cares about their policy and not about doing the right thing. Why would I want to travel to a country where I could end up being injured, robbed, stranded, etc. Yet they still continue to fly to this country and do not even advise passengers of what is occurring and to offer an alternative, absolutely zero accountability. A refund of 20% is not acceptable, exceptions needs to be made for certain situations such as this and to do the right thing. The airlines have the capability of refunding passengers but choose not to because they are greedy and have a monopoly in the ******** market.

  Business Response

  Date: 13/03/2023

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

  Customer Answer

  Date: 13/03/2023

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

  We were not unaware of any travel advisories to **** at the time of booking, November 2022, because there were not travel advisories at the time. The travel advisories started a month later in December 2022. I also received this same response to my personal email address, to which I sent multiple follow up emails. I contacted ********** again yesterday and they advised they have submitted a formal request to WestJet requesting a refund as they are saying it is up to you. Now based on WestJets email, they are saying it is up to **********. So either someone is lying or both parties are pointing the finger to one another and no one wants to take responsibility/ownership of this case and provide a resolution. I am going around in circles with no one providing any useful assistance. I would greatly appreciate it if someone took charge and helped me out, versus being passed off to both companies over and over again with no end in sight.

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

• Initial Complaint

  Date:27/02/2023

  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 took a flight from ******* to *********** ** December 25. My baggage did not meet me in ***********. I finally received my baggage on Thursday December 29. In the meantime, I had to purchase necessities to get me through until my baggage was located. I have filed a claim with westjet, however, I keep receiving emails that say my receipts are not itemized or dated. As you can see by the attachments I am sending, they are. Its been 2 months. I am hoping for a speedy resolution to This problem. Thank you. I believe my itinerary number was ******

  Business Response

  Date: 09/03/2023

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

  Customer Answer

  Date: 09/03/2023

  
  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:27/02/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business at issue: Westjet. In August 2022, myself and spouse booked a trip to ****** in December 2022, well in advance for good pricing. We were scheduled to fly home on Fri Dec 23 from ******** to *********. flight ******. We found out through the ******** media that our return flight was cancelled. The Westjet website said call or wait for an email. Westjet NEVER contacted us. We were left in ******, incurring expenses, without a way to get home. Finally by Saturday afternoon we took it upon ourselves, went to the westjet website and rebooked flights at an exorbitant amount that exceeded the amount I had spent on our entire original air package. We were in ****** until the 28th - the first Westjet flight out and arrived home on Dec 29. We incurred additional hotel, car rental, meals and at home, dog care. I finally got through to westjet on the phone on Jan 3, 2023.. The call taker admitted that many people had not been contacted and had to find their own way back becasue they were doing things manually and couldn't contact everyone. She said to make *** claim and a westjet expense claim for the added flight, hotel, meals, transportation. Those claims for delay expenses were rejected. The claims for out of pocket expenses INCLUDING the cost of the repatriation flight that we had to pay for out of pocket and is sitting on my credit card collecting interest, have been rejected. Westjet has still not acknowledged that our flight was cancelled, except for in rejecting our claims for reimbursement. if they had contacted us - as we were advised by the *** at the ******** airport they would do, rebooked us on a flight and we had declined it, that would be different. They left us stranded in ****** and we had to find our own way home at our own cost. They are unrepentant. I had high tier status with them. And now no resource.

  Business Response

  Date: 09/03/2023

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

  Customer Answer

  Date: 10/03/2023

  
  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.  To be clear - it is satisfactory only in that I have no energy to pursue it any further.  The response is lukewarm at best and remains unrepentant and lacks any genuine sympathy.  Our tickets with them were valid legal contracts that they did not fulfill and in fact quite literally dropped the ball.  I do not have travel insurance so there is no other way to pursue it. If an airline is fulfilling its contractual obligations, insurance should not be required - failure to perform is a breach of the contract in and of itself. 

  I have attached the electronic ticket. It is in the same format as originally submitted and this PDF opens for me.  It is the original PDF sent by the airline which presumably Westjet has access to given that they are the originator of the document.  

  Thank you for taking this up with them.  It it is appreciated.  

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

• Initial Complaint

  Date:27/02/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to change my flight to an earlier on by speaking with staff at *** customer service. I was told that I would need to call the **** number which I did. I purchased the early arrival fare at approximately **** hours and and received email confirmation at **** which was shown to the gate agent the gate agent at A7. I was told she was not able to print my boarding pass and I would need to return to the customer service desk again. Due to a lack of staff I waited 30 minutes to get the pass printed and was told that the flight was closed and I could no longer make it. I called back and was told the sale was not refundable and I was out the money.My complaint is two fold 1) Why was I sold the earlier flight by westjet when it was clear to them I wouldn't make the flight.2) I want a full refund of the costs associated as nowhere in any email I received was the cost not refundable.

  Business Response

  Date: 06/03/2023

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

  Customer Answer

  Date: 06/03/2023

   
  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:23/02/2023

  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.

  On Febuary 7 **** I booked a flight from Nanimo to *********. and paid for the ticket on my credit card. I then called West Jet on Febuary 8, 2023, to have the itinerary e-mailed to myself to print off. I was then billed again on my credit card, for the same ticket. I have called West Jet several times with no resolve to my. issue.

  Business Response

  Date: 27/02/2023

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

• Initial Complaint

  Date:21/02/2023

  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 recently took a flight from ******* (***) to ******* (***).The flight number - ****** Date of Flight - February 4, 2023 Ticket Number - *************/1 Booking Ref Number - ****** The flight was supposed to take off at 3:00 pm. We didn't take off until 8:45. (Almost 6 hours of delay). I made a claim with WestJet and it was denied which is devastating. Not only did I wait for almost 6 hours, I got 1 food voucher that didn't work and had to make new arrangements to get picked up from the airport in ******* which was an added cost and inconvenience considering the time of when we landed in ******* was almost 1 am. I am asking to be rightfully compensated for this huge inconvenient delay. Please help.

  Business Response

  Date: 23/02/2023

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

• Initial Complaint

  Date:17/02/2023

  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.

  flight ****** was cancelled on ***** at the time that we were supposed to board. No explanation was given! As we were going to retrieve luggage I stopped the west jet agent and asked what happened. He replied "it's a personnel issue ". We were told they could not rebook us. We had to book after getting to a hotel. Amazing discovery was finding out that for four days in a row WestJet did NOT fly out of *********************. ** *** **** **** ** ***** *** *** ****** *** **** ****** ** ** ****** ****** ***** ********** Unfortunately we ended spending five nights over Christmas weekend ***** * ***** in a hotel room ****** **** **** ******** *** ********* *********** ** ***** ** ***** ****** ***** ****** ****. We were supposed to be be home Christmas Eve. We were informed at check in counter on morning of 12/23 that WestJet would fly us to *******. WestJet had already cancelled the other two flights that would get us back to ***************. Had we gotten to ******* as expected we had available booking with another airline going to ***** then to ***************.However we got stuck because of PERSONNEL issues. *** *** ******* ***** ******** ****** ** **** ************ *** ********* * *** *** *** ****** ********* ******* * ** ** * ********** *** *** *** ***** **** ** ****** *** ***** *** ***** **** *** ****** **** * ** *** *********** ******* *** ********* ** * **** ** **** * ****** ** ***** ****** ***** **** **** *** **** **** ********* ********** * ****** ** ** **** ***** ***** ***** ** **** * ******** ** ****** *********

  Customer Answer

  Date: 17/02/2023

  WESTJET boarding pass ******** *******
  
  

  ******
  
   
  
  ***************

  Business Response

  Date: 23/02/2023

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

• Initial Complaint

  Date:10/02/2023

  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 had a flight from ***** to *******, I checked two bags and kindly agreed to check my carryon because your flights never have enough space for baggage(even though it's supposed to) you then proceeded to loose my luggage I checked at the gate. No idea where that is still. I'm now on my last leg of the flight and I choose to sit in premium, where I had my order taken last. I was the only person who didn't have the chance to get the ravioli everyone else got and I have to have the meal that's offered to the rest of the plane because there isn't enough. I paid what everyone else paid, and I was the only one to not get what was asked. It's incredibly unfair, I'm a vegetarian so I either eat a premium chicken mean or a s***** back of the plane meal. This has been a terrible experience with westjet, I didn't get what I paid for and you lost my luggage after forcing me to check it due to your disorganization and overbooking of flights.I'm a premium westjet mastercard holder and as soon as it expires I won't be renewing. It's not worth the money. * ******* * ******* ** ** ******* ** ** *********** ** *** I'm sitting on the plane so upset as everyone eats what they ordered and wanted around me. Do better westjet.

  Business Response

  Date: 21/02/2023

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

• Initial Complaint

  Date:10/02/2023

  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 flight was delayed for hours and when we were finally boarding, because I knew I missed my connecting flight already, I was hesitant to get on the plane, I was debating if I wanted to go back home and get a plane for next day instead. However, the westjet agent said word by word that it was a controlled delay and legally westjet has to provide me with accommodations and that was I can have a chance to get an earlier flight(she even made a public announcementabout how it was a controlled delay, and talked to me individually right before I boarded). When I got to *******, I was informed that it was uncontrolled delay because the portion of uncontrolled delay was bigger and clearly the westjet agent in ******* was trying to get rid of anyone that was on that plane, refusing to even losten to what happened. I had to pay for 2 nights of hotel stays because I had work and my next flight was next night. I was told to file a claim online for my expenses and they were all denied. Westjet does not take responsibility for anything even though I made the choice and spent extra money out of my pocket because of one of the employees gave me the wrong information.

  Business Response

  Date: 17/02/2023

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

  Customer Answer

  Date: 17/02/2023

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