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Business Profile

Airlines

WestJet Airlines

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/01/2023

      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 have a flight credit that I would like refunded since WestJet no longer services ******.

      Business Response

      Date: 09/01/2023

      The business responded to this complaint but requested that their response not be published.

      Customer Answer

      Date: 09/01/2023


      Complaint: ********

      I am rejecting this response because: I do not have any friends or family who could use this credit. By all accounts WestJet is moving routes out of the region so it is doubtful routes will return which equal what I originally purchased.

      Sincerely,

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

    • Initial Complaint

      Date:03/01/2023

      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.
      On February 24th , 2020 I bought 2 flight tickets with WestJet from ******* to ******* and back for my husband and myself. We were supposed to fly to ******* on 5 July, 2020 and fly back on 15 July , 2020. Because of Covid-19 pandemic and lock down almost all flights were cancelled and our accommodations were cancelled too because we would be coming from a different province. Because of that I cancelled our tickets in June 2020 and WestJet cancelled the flight in July, 2020. I applied to customer service and filled an application to receive our money back but instead we received WestJet rewards. We were not able to use the rewards because of restrictions , health issues and no desire to travel. We received an e mail from WestJet stating that our rewards will expire on 4 January , 2023 however I am not able to apply for the return of our money and there is nobody to talk to. We don't want to loose our hard earned money and consider it a theft. Please , help us. WestJet Rewards ID # *********.Thank you,*********************************** *************************************

      Business Response

      Date: 09/01/2023

      The business responded to this complaint but requested that their response not be published. 

    • Initial Complaint

      Date:22/12/2022

      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 had a trip planned to *******, but our accommodations were destroyed by the hurricane. In attempting to resolve the matter we were willing to take a travel voucher but were not paid any mind.

      Business Response

      Date: 03/01/2023

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

    • Initial Complaint

      Date:20/12/2022

      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.
      Nov. 7th Westjet cancelled flight out of ********* to *******. They have refused compensation saying weather related when the desk agent said it was because they had no ground crew in *******. The flight before us left, although delayed, and there was no change in weather between that flight and the time ours was to leave. We ended up flying to ******* the next day and then had to layover there another night. We were 2 days late getting to our destination. We lost on our accommodations, no refund for the two nights an incurred a hotel expense and extra meals. This was also at the time their computers crashed.

      Business Response

      Date: 03/01/2023

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

      Customer Answer

      Date: 03/01/2023


      Complaint: ********

      I am rejecting this response because:
      It was not weather related. We were told it was because they did not have ground crew. A fellow I know was held up in ******* flying to ******** same day and he received compensation. Hard not to think its not odd that he is a frequent flyer (every Monday and Friday). I am frustrated. There was eight of us including my husband. I for now am the only one making a claim. They should be held accountable but at this time I am not sure how to prove that it was not weather related. If you have any suggestions i would be greatly appreciative.  
      Sincerely,

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

    • Initial Complaint

      Date:19/12/2022

      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,My Flight WS380 December 18,2022 **********-*******, for 3 persons was cancelled.Booking # ****** Ticket numbers *************************** *************/* ***************************** *************/* ************************* ******* ************** It was delayed few times, within 4 hours before departure, finally when it was announced departure 8:13 pm I arrived to Airport, checked in my luggage, went through security. Then it was announced 6pm flight cancelled. We proceeded to baggage claim, our 3 bags were lost , it took 2 hours for staff to find it ,each in different place. e were told to phone call center to find out the replacement flight. I received email of replacement flight which is for December 20,2022, two days later departing ********** at 8pm, arriving to ******* at 10:11 pm, there is connection flight only the next morning at 8:15 am, ,so I need to spent night in ******* airport 10:11 pm- 8:15 am. When I asked attendant if I get at least Hotel for the night for my family, I was told to phone the call Center WestJet, as they could not do anything. I arrived home ,and was calling Westjet Call centerSince 9pm for 3 hours, ,Im on hold till now. It is outrageous as WestJet service provided. The attendance said that the flight cancelletion was due to no crew available. Other companies- ***** ,***** were flying , the other westjet flight departure, so it was completely WestJet fault not to provide the flight and appropriate substitution.I lost my working days, at least $2000/day; Business meeting with ************* in ******, conference, Family frustration and moral injury.My request is to compensate the real damage of$ ****** , it is not for negotiation even.Claim submitted to WEST Jet, however there is no response, and the potential compensation is not covering even of the damage.There is no way to reach anyone over the phone unfortunately.*************************************,MD ************************ ************* ?

      Business Response

      Date: 03/01/2023

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

    • Initial Complaint

      Date:15/12/2022

      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.
      Reservation: ****** On November 8, my WestJet flight was delayed for several hours, then subsequently cancelled. According to the **** information that WestJet provided, I am entitled to $1000. WestJet approved my claim but for only $400. I disputed this amount. They responded to the first email, but not my second one, and subsequently sent me a message from a no-reply email address saying to claim my $400. I am requesting $1000 (minimum) for the delay and for the inconvenience of their poor messaging. As well, if a refund precludes qualifying for the full amount of compensation, the onus is on WestJet to communicate that clearly when one is requesting a refund, as stated in **** 13(1)a, b, c, and d.

      Business Response

      Date: 16/12/2022

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

      Customer Answer

      Date: 16/12/2022


      Complaint: ********

      I am rejecting this response because the proposed recourse fails to consider actual inconvenience incurred, which is detailed in the Word document that I ******** in my initial claim.

      Furthermore, the amounts specified in the **** are minimum amounts, so there is nothing preventing WestJet from offering more than what they believe to be the amount they should pay (we disagree on that base amount). In addition, the **** states that it is the airline's responsibility to clearly present the options available. Nowhere in the information provided from WestJet prior to my heading to the airport, while at the airport, and while discussing options after the flight was cancelled did they mention anything about exceptions to the reimbursement. 

      Please see my ********** of a screenshot of Section 13 of the ****. The onus was upon WestJet to fully explain my options to me regarding compensation. They failed in that, so I am respectfully requesting that they honour the amount specified in their original compensation notice to me, which is $1000. 

      Sincerely,

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

      Business Response

      Date: 16/12/2022

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

      Customer Answer

      Date: 16/12/2022


      Complaint: ********

      I am rejecting this response because it is what they sent me this morning via email, before I wrote my recent reply to BBB. The fact that they posted the same content as the private email without reading or responding to what I wrote in my BBB response indicates that they are not negotiating in good faith here. I am truly disappointed in the company. 


      Sincerely,

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

    • Initial Complaint

      Date:13/12/2022

      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.
      I took a flight from ******* to ******** on December 8th. My luggage did not arrive with me. I filed a missing baggage report at baggage services before I went through customs. I was told by Westjet that they located my luggage and I would receive it on December 9th. It's now December 13th and no one can tell me where my luggage is. I have a lot of valuable items in this luggage and I require it for work.

      Business Response

      Date: 23/12/2022

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

      Customer Answer

      Date: 23/12/2022

       
      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:12/12/2022

      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.
      My wife (****) booked a flight with Westjet from ********, ** to *********** ******* on Aug 18 departing on Dec 6, 22, Res. **** ******. The flight and layovers were approx. 25 hours, ********, *******, overnight in ******* and the next day flight to *********** on Dec 7th. For this part of the trip it cost approx. $200.00. On Dec 1, 22 we found a flight with Westjet that was only 8 hours in to total that left ********, ******* and then direct to *********** on Dec 10. The difference was she had to pay $1006.00 more. She decided to take that flight and pay the difference because it saved her a lot of time and there was no overnight. The direct flight from ******* to *********** was only on Sat. in the winter season. On Dec 10th we were notified the flight from ******** to ******* was cancelled due to staff shortage. They rebooked her on the same original overnighting in ******* and a lot longer flight. We called to get a refund because now Westjet was booking her on the same route she had original paid $200. for. They refused to give a refund saying we changed the flight which we did but we paid the difference on $1006.00. We tried to explain why would a person change a flight and pay $1006. more because it had nothing to do with the date but flying direct which we booked and paid the extra for.

      Business Response

      Date: 15/12/2022

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

      Customer Answer

      Date: 15/12/2022

       
      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.

      Thanks for your help but the Westjet decided to settle the matter with a **** *******

      Sincerely,

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

    • Initial Complaint

      Date:09/12/2022

      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.
      December 8, 2022. I purchased a flight to ****** through WestJet's site. The flight is codeshared with ********** which operates the flight. When I booked through WestJet, their site would not let me buy the ability to check one bag online. Their website said to telephone WestJet. I did so. When I spoke to the WestJet agent he said I would have to contact **********, since he could not book baggage for me. When I contacted **********, they said I could not pre-purchase a checked bag because I had reserved through the WestJet site and had a WestJet number. I went back to WestJet who insisted, as did **********, that I would have to pay the higher fee at the airport to check my bag on the day of the flight and could not reserve in advance. I called ********** again, who informed me this is a well-known problem with any flights that are codeshared with WestJet. I would like the be able to buy the cheaper, pre-paid baggage, as is easily available for other flights on the ********** site and on the WestJet site. They obviously know about the problem, but continue to force customers to stand in line and pay higher fees at the airport. WestJet offered no work arounds, but simply insisted that I would have to pay the higher fee and stand in line. This is unacceptable.

      Business Response

      Date: 20/12/2022

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

    • Initial Complaint

      Date:07/12/2022

      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 booked two round trip flights, one through WestJet and one through a third party wherein the first flight would be with WestJet and the second with *** ******. After booking the flights, an exam conflict arose which I could not foresee at the time of booking. I was supposed to fly from ********* to ******* on December 9th then ******* to ********* on the 16th, back to ******* on the 18th, and finally to ********* on the 31st. Due to the exam conflict, I would not be able to board my December 9th or 16th flights, and planned to only fly the 18th and 31st. When I called, I was told I could not get a refund for those missed flights due to booking basic, which I understood. However, the flights on the 16th and 18th were booked together, so I would have to declare myself a no-show for the 16th flight to keep my 18th flight. This is what the WestJet representative told me. I phoned back after sorting out my personal financials, and spoke with a different representative, who told me if I did not board my 16th flight I would lose my 18th flight no matter what. This is NOT what I was previously told, and significantly increases the money I will lose. While I understand policy must be followed, I found it extremely disheartening to be given two versions of this policy and to not have my previous interaction with WestJet acknowledged at all. If this is the policy, I am very disappointed to have been given false information when so much money was at stake, particularly as a full time student. I was forced to book a new flight on the 18th which I did NOT book with WestJet, as I am extremely disappointed by the lack of empathy and understanding on their behalf.

      Business Response

      Date: 09/12/2022

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

      Customer Answer

      Date: 14/12/2022


      Complaint: ********

      I am rejecting this response because:

      I knew from the start I could not get my money back for my flight on December 9th (booking code ******) or December 16th (******) as these were both booked basic and I would not be attending these flights. However, when I called WestJet initially, I was told by a representative I could declare myself a no-show on the 16th and still keep my flight on the 18th (both under code ******). I told her I would call back after sorting my personal finances. When I called back, I spoke to a different representative who told me I could not keep my 18th flight if I missed my 16th flight. What is frustrating is both representatives were given the exact same information, but gave me varying stories about what their policy was. My previous interaction with WestJet was not acknowledged or respected by the second representative I talked to.

      Sincerely,

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

      Business Response

      Date: 20/12/2022

      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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