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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:02/12/2022

      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.
      Trying to submit a delay claim but their date field has a bug and it is impossible to reach anyone to discuss the issue.

      Business Response

      Date: 05/12/2022

      The business responded to this complaint but requested that their response not be published. 

      Customer Answer

      Date: 05/12/2022

       
      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:29/11/2022

      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.
      we flew to ********* on July 6th and came back on July 18, 2022. On our way back we did not get 3 of our bags. The lost bags came almost a month after. Since we had everything for summer in the bags and after a week we called WestJet and learned that we were allowed to purchase up to 250 per bag as an allowance. We sent the receipts on July 25th, 2022. After sending the report with the receipts we wait and decided to call WestJet. Unfortunately ever since we had no luck talking to them or nether an e-mail regarding the refund. Every time we call they are busy or never answer. We would like to be compensated *** *** ***** *** for the money we had to spend and for all the trouble caused by this incident with the airline.

      Business Response

      Date: 16/12/2022

      The business responded to this complaint but requested that their response not be published.

    • Initial Complaint

      Date:28/11/2022

      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 flew into ******* from *************** with WestJet on Monday November 7th 2022. Upon landing we waited for 2 hours before being told that our bags were stuck on the plane and that we should file a lost baggage report, which we did. Our reference number is ********** We were told to submit receipts for necessary purchases up to a certain amount while we waited for our bags, which we did, but we have not received this amount of money back. So now we are out a large (for us) amount of money and still do not have news on our bags. I have ******** receipts for the money we spent here!We went back to the airport twice over the next week to try and get more information and waited on hold to the help line 3 times for 3 hours and every interaction with a WestJet agent left us feeling hopeless. Each of the people we interacted with couldn't have cared less that we were suddenly without a large amount of our belongings. We were told "well people have been waiting longer than you", "I don't know why you're calling me because I can't help you, you'll just have to wait", and even at the airport the lady suggested that she had called the baggage handlers to go and get our bags from the back and told us to wait over by the luggage belts only to wait and hour and her to deny ever saying anything to us, which was extremely cruel in an already upsetting situation.We only received communication for one of our bags on November 17th- 10 days after our flight landed- and our second bag received no communication at all which is totally unacceptable.We would like BBB's help to ask Westjet to reach out to us with an apology or at the very least to refund us our submitted expenses and compensation for waiting so long to receive our bags! WE have tried to follow all their rules and be patient but now feel they are just taking advantage of it's customers!Thank you so much for your help!

      Business Response

      Date: 16/12/2022

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

    • Initial Complaint

      Date:28/11/2022

      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.
      Booked the flight from ******* to *******. And can not make it due to health condition. Wanted to cancel it or change the date, I understand the base fare is not refundable, but I am seeking to get the other miscellaneous fees such as airport improvement fee, etc. This is not being documented not refundable My booking number is: ****** Thanks a lot,*******

      Business Response

      Date: 05/12/2022

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

    • Initial Complaint

      Date:28/11/2022

      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.
      We flew back from ****** one week ago. Our luggage was left behind. I have an air tag in the suitcase saying exactly where the suitcase is. I have phoned everyday and still they have not located the suitcase. I told them I can send a picture of where it is they said I cant. It is a distinctive suitcase and would be easy to find.

      Business Response

      Date: 16/12/2022

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

    • Initial Complaint

      Date:28/11/2022

      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.
      I flew with west jet in September, I had just purchased a new $300 carry on bag. When we started boarding they announced to us that there was not enough room for our carry on bags and they had to check all of our carry on baggage. So they allowed everyone ahead of us to have extra baggage on the plane and we had to check our bags. When I arrived at my destination they lost my bag, it arrived the next day and was damaged with scuffs all around the bag and the handle no longer works. I submitted a a claim within 7 days of receiving my bag. West-jet took two months to get back to me and their response was As your travel with us was on September 8, 2022, we are outside of the seven-day reporting period and therefore a claim can no longer be made. It is West-jets fault that I had to check my bag because they had no room on the flight even though I am entitled to a checked bag. My bags handle doesnt work anymore because West-jets staff wrecked it. It says directly on their website to submit a request for reimbursement due to delayed or damaged baggage. I had a DELAYED and DAMAGED bag, so I did submit the claim correctly within a week and it is West-jets responsibility to ensure they respond to my claim in a timely manner and to direct my request to the appropriate department. I submitted a claim and I expect reimbursement for the damages.

      Business Response

      Date: 16/12/2022

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

    • Initial Complaint

      Date:23/11/2022

      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.
      Westjet completely cancelled our flight due to their own system outage. Our new Westjet flight wasnt booked until 48 hours later which is a delay of 9 hours or more. Per their website we each are entitled to $1000 in compensation due to a delay of 9 hours or more. Per their email theyre only planning on providing $400 in compensation. I have no means of getting back in touch with the Westjet ***************** as they do not provide contact information. Additionally, as I had to purchase a brand new flight on a different airline due to the complete Westjet cancellation, I submitted the expenses for the additional flight purchase. Westjets website states I can claim for these expenses. No response received.

      Business Response

      Date: 24/11/2022

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

      Customer Answer

      Date: 25/11/2022

       
      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:22/11/2022

      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.
      November 22/2022 - I was to fly from ********** to ******* at 725am then from ******* to ******** at **** pm. My license had just expired and on my time home I had gone to renew it with a paper copy. I looked at the west jet policy and called their customer support.I told them I had my expired license (expired November ********** and my temporary paper copy. They said that would work fine for travel through them.I arrived in the morning in ********** and they allowed me to go through. When I arrived in ******* and went through boarding, she unboarded me and told me that it was not valid. It had notes on my account that they accepted it in ********** (both westjet flights), she said it doesn't count and that they are going to remove me from the flight and that I would need to bring another form off ID. I didnt bring anything else cause I was told that was going to be fine, even though now I regret that I didn't.I had my vaccination records but they wouldn't accept it without my health care card. I understand that I need ID to travel, but being told it was acceptable not only on their website and also on the phone through their agent, then again in **********. Then to have someone in ******* have a different opinion is completely frustrating. This is unacceptable, if I had flown with someone else then maybe, but I had flown with Westjet for the 1st half of my travels.I am beyond upset.

      Business Response

      Date: 24/11/2022

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

    • Initial Complaint

      Date:21/11/2022

      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.
      During a flight from ******* to ******* our luggage was lost. As we were boarding our flight at the gate I had alerted the westjet workers that our luggage was not loaded onto the plane. We have air tag tracking devices in our luggage and could see on our cell phones that our luggage was on the complete opposite side of the terminal. They assured me they would be loaded on. Once we are on the plane and everyone seemed to have boarded I alerted them again our luggage was missing. They told us nothing they can *** once we arrived at our destination we went to the westjet help desk and filed missing luggage forms. The attendant working assured us that we would receive email updates within 15 with referral numbers and updates to our luggage. She further assured us that there is multiple flights arriving today and we would receive our luggage and has never had any customers wait more then 24 hours. I requested to be given the referral code but she was adamant we had nothing to worry about and would be in our email. 4 hours passed with no updates to our email or phone calls. I could not track our luggage online as they did not provide me the referral number. I had phoned the support line who transferred me to baggage. The representative from baggage explained nothing could be ***e and I would have to just keep watching the website. The website just says that they were trying to find our luggage I had contacted ******* airport directly, as well as a westjet rep. *** baggage central again explaining where our luggage is as we could track it. The representatives became annoyed and told me it can take up to 48 hours. Which means we are on vacation with no luggage including clothing and toiletries and work materials needed. They assured me I can receive $100 for compensation of essentials we need to purchase which was not enough. We paid for a service to have these bags loaded and delivered and this did not happen.

      Business Response

      Date: 25/11/2022

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

    • Initial Complaint

      Date:21/11/2022

      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.
      The flight attendant at west jet airlines ******* **************** charged me 150 extra for my pets and 105 for my bags after I paid *************************************************************************************************************************************************************************************************** a reason

      Business Response

      Date: 22/11/2022

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

      Customer Answer

      Date: 23/11/2022

       
      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,

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

    WestJet Airlines is NOT a BBB Accredited Business.

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