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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.
    • 173 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:19/01/2023

      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.
      Paid for premium economy tickets on a direct flight from ******* to Maui and back months ago. Was informed today via email that my flight has been changed coming home and I now have a layover and have been "downgraded" to economy. They go on to inform me that I can only apply for a partial refunded because of the downgrade after my trip is complete. I think it is completely unacceptable that they have had my money for months and now when they owe me some they think they can hold on to it until my trip is over.Called customer service but they were unhelpful.

      Business Response

      Date: 23/01/2023

      The business responded to this complaint but requested that their response not be published. 

      Customer Answer

      Date: 23/01/2023

      My issue is not with the change of seat but that I am not refunded immediately  my flight was cancelled and I was moved to a different flight . I should not have to wait until my trip is over before i can "apply" for a partial refund. I shoukd receive my refund immediately. I do not get the option of paying for my flight after it os over  i pay for it inmediately. Why can you keep my money for months for a flight you cancelled  

       

       

       

       
      Complaint: 18835492

      I am rejecting this response because:

      Sincerely,

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

    • Initial Complaint

      Date:17/01/2023

      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.
      Dec 24 2022 a family vacation was book we made it all the way to ****************************** and to the gate. At the last minute the vacation was canceled and the WestJet employees told everybody to go home. There was no direction from WestJet all that was mentioned was go and get your luggage at carrousel #2. After a 2 hr wait no luggage decided to go upstairs to departures and see is bags were there and they were found sitting by a block wall as directed by Westjet. Second concern these bags were left there and anybody could have picked them up where was the security watching these. After a phone call to West jet next day all they could offer was a credit for future travel and not a refund i requested a refund as there is a fear that the almost ***** dollars will be lost. To top it off we were refused compensation and according to Passenger rights we are entitled to, it seems that WestJet still does what they want and have emailed 2 complaints to them with no response and all they worry about is not returning my money .

      Business Response

      Date: 01/02/2023

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

    • Initial Complaint

      Date:16/01/2023

      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 November 5 at 12:23 pm I purchased a WestJet ticket from ******* to *********. It was scheduled to leave at 6:57 pm. The flight was cancelled at about 6:00 pm. I dont live in ******* so I cabbed 10 km into town to get a hotel. I was rebooked for the next day on the same flight. On November 6 I cabbed back to the airport at around 2:00 pm. At around 4:00 pm the flight was delayed until 11:23 pm, then at around 8:00 pm the flight was cancelled, again. I got a cab and went back to the hotel and rebooked on *** ****** for the next day. I filed a claim with WJ for hotel, cab, and food expenses for November 5-6. I received some compensation for November 6, but not for November 5. I have made multiple inquiries about my claim on ******* but have received no help. All WJ has said is that I should have on my made one claim when I filed. I have explained multiple times that I made two claims because with all the receipts I had, the file size was too large and would not be accepted, so I broke it down and submitted a claim for each day. This seems to be. problem for some resason, but I am not getting any information as to why that is. Nor am I getting a contact to discuss my case. All WJ has told me is that it is under review. It has been over 2 months. I would like to be reimbursed for the expenses I incurred on November 5.

      Business Response

      Date: 23/01/2023

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

      Customer Answer

      Date: 23/01/2023

       
      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:12/01/2023

      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 booked flight with Westjet. Westjet unilaterally cancelled and assigned funds to ************** We later booked another flight using funds from ************ Westjet unilaterally cancelled again and deposited funds to ************ We requested refund but denied as the funds show originated from travel bank. There process does not look through to the original booking and we are unable to utilized and would expire end of April. We would like our money returned C$1,930.62 for Account# ********* Reservation CodeBooked DepartureCancelled by Westjet ******March 1' 2020Aug 8'2020Jul 15'2020 ****** Jan 11'2021 Aug 2'2021May 10'2021

      Business Response

      Date: 23/01/2023

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

      Customer Answer

      Date: 29/01/2023


      Complaint: ********

      I am rejecting this response because:

      1) WestJet unilaterally cancelled the flights; on two separate occasions 

      2) We paid with our credit card for the 1st booking

      3) The recent response per ******** stating there refund portals is closed is not a valid reason

      4) The fact that the 2nd flight was booked from the travel bank is not a valid reason as WestJet cancelled on both occasions

      Sincerely,

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

    • Initial Complaint

      Date:11/01/2023

      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 May 10, 2022 I received an email from Westjet stating that they would compensate me $400.00 for a flight delay. To this date I have not received payment. I have had 3 phone calls with Westjet to try to straighten this out and each time they tell me that it will be straightened out within 7 to 10 business days. I haven't heard anything from them at all.

      Business Response

      Date: 16/01/2023

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

      Customer Answer

      Date: 16/01/2023


      Complaint: ********

      I am rejecting this response because: I have responded to Westjet on three different occasions regarding this matter. On each of those occasions, the Westjet representative assured me that Westjet would follow up and respond to me promptly. To this date I have had no response from them. I included copies of the emails saying they were going to pay me. They just never have paid me and no one seems to be able to tell me why.

      Sincerely,

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

      Business Response

      Date: 19/01/2023

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

    • Initial Complaint

      Date:10/01/2023

      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.
      We flew out of ******* Airport on December 25th to ****** ****** for a 2 week vacation. upon arriving in ****** half of the plane did not have luggage including both myself and my spouse. I received my luggage on Dec 28th but my spouse has still not received his and we have now been home for 3 days. Every West Jet rep that we have spoken to couldn't have been less helpful, This totally ruined our vacation that we paid a lot of money for

      Business Response

      Date: 26/01/2023

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

    • Initial Complaint

      Date:06/01/2023

      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 was travelling on Nov. 8th, I experienced delays along with many other travellers.I requested compensation as I am entitled to do, I was travelling with another individual who did the same. They received $700.00 worth of compensation and I was offered only $400.00. I did not claim this and replayed to this email requesting they reassess as I was travelling with someone who received more.They did not respond, and the initial offer of $400.00 has now expired. I have not been able to speak to any agent to explain the situation.I would like to speak with an agent

      Business Response

      Date: 10/01/2023

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

    • Initial Complaint

      Date:06/01/2023

      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 flew from ******** to ************ Jan 01, 2023 on WestJet. My booking reference is ******, flights ***** to ********************** to ************. One of my bags either did not arrive in *******, or could not be located in ******* and I was required to clear USA Customs without it. When I arrived in ************ my bag did not arrive. I immediately filed a missing bag report online with WestJet and was given reference #**********. That was 5 days ago, no update has been sent to me and WestJets voicemail advises not to call as their customer service agents only have the same information as I do which says online they are still searching. I tried to call the baggage phone number but was on hold for approx 4 hours and no one answered so discontinued holding. I feel it is unacceptable that I cannot receive an update on what efforts are being under taken to locate by bag, which contains expensive sporting equipment. It seems no one is accountable or contactable to help me with this lost bag. I would just like my bag back. Thanks for any help you can provide.

      Business Response

      Date: 16/01/2023

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

    • Initial Complaint

      Date:05/01/2023

      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 was scheduled to fly by westjet on July 2020 to ******* total of 4 flights for a family trip. Hearing about government restricting travel and advising against it altogether I cancelled my flights. I was issued a credit. Being optimistic we thought things would improve in December of 2020 so we again trusted westjet added more money and booked a vacation package to ******. This time around westjet made changes to our reservation and with government still not recommending travel we once again canceled and we were credited westjet dollars. Few months later westjet was issuing Refunds I applied and was refunded only the additional amount we added for ******. The original procceds were still held hostage but now with westjet vacations which means I could only use for vacation packages. I continued to trust westjet to help my family through the pendimic and waited. I tried using my credit a few times but faced restrictions as I could only use the the credit for vacation packages not just flights. Each time I book a flight I still end up paying out of my pocket while westjet holds my money. We weren't comfortable with international travel but now looking for options for 2023 and our money is gone. Westjet says sorry expired we cant help. I'm not looking for a refund just my money to applied towards my next vacation for 2023. We work hard for our money, the pandemic was hard on everyone and no one can have $2400 just disappear. With this credit applied for a family of 4 vacation we'll be giving more money to westjet at the end of the day anyway.

      Business Response

      Date: 31/01/2023

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

      Customer Answer

      Date: 31/01/2023



      Complaint: ********



      I am rejecting this response because:



      Sincerely,



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

    • Initial Complaint

      Date:05/01/2023

      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 cancelled the flight scheduled on the 23 Dec 2022. They don't want to refund the money instead they are giving Westjet Dollar to be spend within one year. I don't want the Westjet Dollar I just want my money back

      Business Response

      Date: 09/01/2023

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

      Customer Answer

      Date: 10/01/2023

      Hi

      Please see ******** the proof of payments from my credit card and the invoice.

      Thanks

      Business Response

      Date: 13/01/2023

       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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