Business Profile

Airlines

WestJet Airlines

Headquarters

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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

Customer Complaints Summary

561 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.

Initial Complaint
Date:20/02/2025
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.
We were scheduled to leave ******************* Dec 27 at 12:55pm, but we were delayed 5 times before our flight was canceled. We were then flown to ********* that night, from ********* we flew to *********** and then to ***************. We have been told we do not get compensation as it was out of WestJets control. The first 5 delays were because Your flight has a new departure due to a delay with scheduled aircraft maintenance. Then they could not land because the aircraft needed to be repaired but cold not land in ******************* or could not be repaired in *******************. We have heard conflicting reasons. Either way I believe I am at least owed for my premium seats that I paid for because ********** could not accommodate the premium seats after the redirect, we should be compensated for our first nights hotel at our resort we missed a day and a half of our honeymoon. We were not offered any vouchers for our 4.5-hour layover in *********. I have been in contact we numerous people that were supposed to be on my flight some have gotten compensation and other have not, this to me is suspicious. I think we are entitled to our missed room, our premium seats and meal voucher at the very least. I have emails from WestJet for their delays and cancellation
Business Response
Date: 27/02/2025
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 27/02/2025
This is to answer they're questions

Our Reservation code ******
Our full names are as we were both getting updates about our trips
****** **** *************************
******* ******** ********************************

Customer Answer
Date: 27/02/2025

Complaint: ********

I am not rejecting just answering the questions they sent.
Our Reservation code ******
Our full names are as we were both getting updates about our trips
****** Bunz *************************
******* ******** ********************************

Sincerely,

****** ****
Business Response
Date: 04/03/2025
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 10/03/2025

Complaint: ********

I am rejecting this response because:

Although, we have received the refund for the seat upgrade, which did not start off with complementary upgrade I purchased the upgrade.
My secondary complaint has not been resolved. As I find it hard to believe that the plane could not land that day as other planes had and was landing
Sincerely,

****** ****
Business Response
Date: 14/03/2025
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 14/03/2025

Complaint: ********

I am rejecting this response because:

Good day,

At this point Im not concerned with the seat upgrade as that has been resolved and we could go back-and-forth on what the policy is and what is right and wrong, but it has been resolved. I am looking for a refund for our hotel room we did not get to enjoy. It again comes down to policy and what is right and wrong and ******** the explanation of it was the airportsfault and not in our control isnt good enough. That is a blatant vague excuse I have correspondence with travelers that were supposed to land in ******************* but instead landed in another city because it was the airports fault but from what Ive heard it isnt the case. I would like to resolve this in a civil matter

Sincerely,

****** ****
Initial Complaint
Date:18/02/2025
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.
Jan ** we took a flight from ******** to ******. We booked premium flights and my other family members book economy and had seats in the first row of economy right behind premium. We where in the air for an hour and a half before we where asked if we wanted anything. My sister already was served twice in this time! We only where asked if we wanted or needed anything twice the hole flight. The meal was really late compared to every other flight we have taken. I sent two emails about this just so west jet is aware of it. Never did get a response so I called and talk to someone is guests support. The first time I talked to her she hung up on me. So I called back and talked to her again. This time she said that they have to right to not serve someone. Which I understand . The issue is she didnt serve us. When I explained that to her again she said I was a drunk! I asked to speak to her supervisor and she told me she was it. If I didnt like her answer I should call the ***
Customer Answer
Date: 19/02/2025
******
Business Response
Date: 24/02/2025
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 24/02/2025
West jet emailed me and asked for this information Friday. Witch I sent to them
Customer Answer
Date: 27/02/2025
They sent that email to my person email so I responded there already
Customer Answer
Date: 27/02/2025

I will answer your questions the best I can.

Yes we were in the air for an hour and half before she came around and even introduced herself. At that time she asked if we wanted anything. She was doing something up front behind the wall most of the time or she would stand at the front of the aisle looking at us( kind of like she was staring into never *********). The others fight attendance were very busy in the back behind the curtain so I couldnt see exactly what they were doing. At no time did it any other flight attendant come and see if premium needed anything. Just the one standing there.

The first time she came around, she offered us drinks. The second time she came around and took your meal orders. She also asked if we wanted anything refill at that time. She only came around one other time to offer us a snack towards the end of the flight

In total, we were offered two drinks my wife had two wine and I had two rum and Coke. I did get up and ask for another rum but she said the people in economy took it all so she asked if I would like anything else. So I had a beer.

The crew didnt say why things were kinda late. They just seemed kind of off service with WestJet is usually awesome. I kinda got the feeling that this flight was more of a burden to them than a job.

As for the meal service, every other flight weve taken, the meals were usually towards the beginning of the flight, not towards the end so to me it was late. On a bright note the meal was very good.

I didnt use the call button because I dont like to disturb people. As for the crew interaction, they didnt even say hello when we boarded the plane and they didnt say goodbye when we were getting off the plane, which was kind of weird because WestJet people always do
Initial Complaint
Date:10/02/2025
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.
2024 I purchased multiple flights through WestJet. I bought the flights through my log in, in the app and I had entered my west jet rewards number when I paid for the flights. And had the boarding passes sent to ********. The only points reflecting on my account is the few times I flown out of *** to *******. The points promised are not reflecting on my account. I have been trying to get the points onto my account since I started buying flights in Jan 2024 and now Im being told after a year of trying to speak with WestJet in regards to this, that I was not the person flying I cant claim the points promised through their program even after I spent thousands of dollars on flights between **************** and *******.
Business Response
Date: 18/02/2025
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:10/02/2025
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'm writing to request a refund for meal, transportation, and lodging expenses incurred resulting from a ticketing issue. I appreciate your thorough read of the issue as it is a complex issue. My family of four (* adults, * child, * lap infant) was travelling from *** to *** to *** (final destination) on Sun Dec ****. The first flight ****** was delayed for *+ hours due to mechanical issues AND when we tried to get on, there was an issue with the infant ticket. The gate agent, on the phone with reservations, tried to solve this issue for well over an hour. Half of our party even boarded the plane, the plane was fully boarded, yet the ticketing issue could not be resolved, we were asked to get off the plane and take the same flights the next day. I was given vouchers for hotel and meals but none of them worked in *******, I had to pay out of pocket. I submitted an expense reimbursement through Westjet's website but the claim was denied since it was a "mechanical/maintenance delay". I want to re-iterate that our specific issue was not because of the mechanical delay. There was a ticketing issue (the source of which I was not told) that caused our 1 day delay. Therefore this reimbursement claim is justified and for the correct reasons. There are numerous reference numbers associated with our tickets. Original tickets: ******, partial rebooking ******, final (?) rebooking ******.I am seeking US$****** for the total expenses. All receipts provided.
Business Response
Date: 18/02/2025
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 20/02/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory for now. I will wait for Wesjet to process the reimbursement request and hope there will be no further issues.

Sincerely,

***** *****
Initial Complaint
Date:10/02/2025
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.
On November **, 2024 I purchased a premium economy ticket for a trip from ******** to ***** leaving on January **** returning January **** with connecting flights in ********I originally booked a premium economy seat for my trip from ******** to *****. I book these seats because they are the only seats that comfortably seat me. When I booked my seats I booked a seat in a * seat wide row. At no point was I given a warning of a possible downgrade to a smaller seat. When I boarded the initial flight from ******** to ******* I was seated in a standard sized seat in a * wide row. I could not buckle up the seatbelt, I could not put the tray table down. The armrests dug into my sides. ******** has denied my request for a partial refund and has not provided any other form of compensation.I paid for a premium economy seat on all of my flights and did not receive that service on all of my flights.
Business Response
Date: 27/02/2025
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 27/02/2025

Complaint: ********

I am rejecting this response because:
I was not informed of the possibility of being downgraded to a smaller seat at any point during the purchase process. You mislead me as a customer and did not provide the service that I purchased. Its unethical. I am not interested in a $** credit with a rewards account I dont use. The complaint was also sent via A** *********. I will attempt to resolve it there.
Its pathetic how you treat customers. I will avoid West Jet moving forward any time there are alternative options.

***** *******
Initial Complaint
Date:03/02/2025
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.
I wanted to select seats for my flight from ********* to ******** and the price was shown as $***** per seat to select seats. There was no mention of what currency the price was. Because I think of Westjet as being a **************** and I live in ****** I assumed that the price quoted would be in Canadian dollars. However it was not until the check out screen that it indicated that the ***** per seat was in US dollars. So what I assumed was going to be a ***** charge for * seats will end up costing me more than *****. This feels like a rip off, and is very misleading. I have tried to contact Westjet , they do not have an email that I can find. The chat agent online is useless and I have been on telephone hold for far too long to be realtistic.
Business Response
Date: 13/02/2025
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:27/01/2025
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.
On January **, 2025, flight ** **** from *******, ******, operated by WestJet, was delayed due to "crew coming from a delayed flight within the airline's control." This delay caused me to miss my connecting flight, ***** to ******, which was on time.Upon arrival in *******, ********** staff stated they could not assist as their flight was on time and advised me to seek compensation from WestJet. WestJet staff then informed me that since my *** ****** *light was booked separately from my WestJet vacation package, they could not help. They directed me to purchase a new flight via their reservations line.Despite the delay being within WestJet's control, I was left to purchase a new ticket at my own expense. The only option available through WestJet was a ticket costing over $***, which was more than triple the cost of my original Air Canada return flight. Ultimately, the most affordable alternative I found was a flight with ****** Airlines for $***.WestJets delay directly caused my missed connection, yet they took no accountability for resolving the situation or mitigating the financial burden imposed on me. I am requesting an appropriate resolution and compensation for the additional costs incurred due to this situation.
Customer Answer
Date: 27/01/2025
**************
Business Response
Date: 29/01/2025
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 29/01/2025

Complaint: ********

I am rejecting this response because: YOUR delay was PREVENTABLE and yet you still take no responsibility.

Sincerely,

******* ********
Initial Complaint
Date:23/01/2025
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.
Westjet has * credits owed to me but I wont be able to fly with my family by May *, 2025, and have asked for an extension. They said they cant find my flight information and that they cannot give me an extension on my credits that are clearly with WestJet. First credit for flight ************* for ******* ****-******** $****** Second flight credit and ***** ******* ************* $****** Third flight credit: ******** *******-**** ************* $***** Everytime Ive called them they hang up on me. Ive been trying to be refunded for these totals since May 2024. They said theyd give credits.
Business Response
Date: 27/01/2025
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:14/01/2025
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 am submitting a formal complaint regarding an unfair experience with WestJet, involving improper charges for my personal item, mistreatment by a gate agent, and WestJets failure to follow up on my complaint for over eight months.I was stranded in ******* for over ** hours due to a strike by WestJet mechanics. Stuck in a foreign country with no compensation or support added significant stress. Eventually, I began my journey home, but what should have been a relief turned into another upsetting experience during my flight from ********I carried a small backpack as my personal item, containing essentials for a two-night trip. It was accepted without issue on all prior flights, including the connection from ******* to *******. However, at the gate in *******, an agent rudely stopped me, insisting I pay $**, claiming my bag was a carry-on, despite it clearly meeting personal item size guidelines.I explained my situation, highlighting that I was late returning home due to the strike, and my bag had been accepted without issue earlier. The agent was dismissive, charged me more than the listed fee, sent me to the back of the line, and delayed the boarding process by ** minutes. Passengers behind me voiced their support, noting the agents unnecessary actions and offering to claim my bag as their carry-on to avoid further disruption.Once home, I immediately filed a complaint online. Despite multiple follow-up attempts over eight months, WestJet never contacted me. I was finally told that no action was taken and there would be no accountability. This lack of response was disheartening, especially after such an ordeal.I am requesting reimbursement for the $** I was unfairly charged and an explanation for WestJets failure to follow up. I hope this complaint highlights the need for better customer service and accountability, as no passenger should endure what I didespecially after facing significant travel disruptions.Thank you for your attention to this matter.
Customer Answer
Date: 14/01/2025
For the other, I would like the management team to review what happened that day and let me know if the agents actions were aligned with protocol and legislation. Do agents have the authority to charge whatever they want on bags, whenever they want, with the client having no recourse to having the decision reviewed by someone with more authority than the staff in question.
Customer Answer
Date: 14/01/2025
I believe the six digit reservation code you are referring to is ******.
the flight from ******* to ******* with the horrible agent who checked me in and falsely charged me for my personal item was on flight *****
ticket number **************/2
And here is the screenshot indicating the types of stressful things I had to deal with trying to get home. My flight home was june ****. it was cancelled by the air strike. This is a text message I got confirming I had been put on a new flight. Notice they confirmed my new flight home was June **** (sent to me on June ****).
Obviously, I don't have a time travel machine. When I tried to reach them saying how can I take a flight home that is two days in the past, no response. I spent days and hours upon hours trying to reach them to get a flight home that was in the future, not the past.
Attached are screenshots showing i was trying to communicate with them. no response. No answers back. No response for months to my claim about being stuck out of the country for ** hours. no response back when I complained about the agent who charged me for my personal item, more than the website says the charge is. No response to my texts or emails about not having my make-up flight home be in the past. They later offered me a flight to *********, geting me out of *******, but not home. I don't live in *********. What is transporting me to a new city to be stuck there instead going to do.

Business Response
Date: 20/01/2025
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 20/01/2025
thank you. I responded right away with a few questions: does the credit back expire, will the agent be spoken to or will supervisors look into this, and has the agent seen my photos showing that my bag was clearly under the size limit for personal items, therefore demonstrating the agent was hostile, passive aggressive, and charging me without cause, holding up an entire plane full of people with connections.
Customer Answer
Date: 23/01/2025
Complaint: ********I am rejecting this response because:
See attached photos. This was my "back pack". I wasnt sure what to call it. It's my personal item. It wasn't even full. It was half empty in case I wanted to bring souvenirs home. I was following the rules. It's soft leather. I have a video of me scrunching it in a ball. I'm not unreasonable. I made the complaint because he was emotionally and psychologically abusive. I did nothing wrong. After he charged me $** for my personal item I got sent to the back of the line,boarding at the end. Customers were angry on my behalf saying this was unfair. I reported it immediately and no one even contacted me.Sincerely,***** ****
Business Response
Date: 23/01/2025
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 23/01/2025

Complaint: ********

I am rejecting this response because: to deny my claim because in the moment I did not think to put my bag in the holder and take a photo is beyond ridiculous.
This incident was stressful, unfair, embarrassing, unmerited, causing chaos, people were looking, I asked how to complain and was told to ****** it, I was flustered, I was trapped out of the country for more than ** hours, I took photos of the agent, I took photos of the holder, I took photos of my bag at the airport, I took photos showing it was half full, I took photos of the exact same bag with stained leather showing the sizes with a measuring tape held up, and because I didn't think to put my bag in the holder directly in front of the guy, my claim is swept away?
Literally the one thing I did not do, out of all the many things I did do, means that's it? It feels insulting to even have that suggested to me. clearly the photos I sent are the same bag. It's a highly identifiable vintage brown leather bag with a guitar strap for a handle.
the baggage holder that you want a photo in was right in front of the aggressive agent, in front of the entire line. He held up the plane for 20 minutes charging me those fees for that bag. And I definitely was not going to hold up the line anymore by being 'that guy' and taking photos showing to a room full of people that I was difficult to deal with. I quietly took his abuse thinking I could deal with it later.
See attached photos of the desk, the agent, the various lineups, and notice where the holder was. I was already mortified and angry. No, I was not going to ridicule myself further by sticking my bag in there while an audience watched and indignantly take photos to show I was a victim.

Sincerely,

***** ****
Customer Answer
Date: 31/01/2025
If I accept their $** West Jet Credit, how, if at all, might it affect my claim. What happened was not fair and unjust. I do at least want my $** back.
Initial Complaint
Date:10/01/2025
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.
Westjet delayed our arrival in ********* by *** hrs, our connecting flight was boarding when we arrived and was advised by westjet baggage department to leave our checked bags, they would forward them and goto our gate immediately. We followed advice only to find later our bags was not forwarded, and have since been lost. We followed all the protocals advised by westjet on the phone from out of country, that they will not provide compensation of any kind, they will only send emails to other airlines trying to locate our bags. Our flight was December 1 arr Van, I spoke with *****(westjet employee) on the phone who filed baggage report on my behalf as I had no access to put in writing online. From then till the last conversation I had with westjet last week (about Jan * or so), they refuse to compensate for anything quoting "my international flight itenary was booked seperatly, so no compensation will be given". As far as I am concerned, we took the advice of westjet employees which directly led to our bags being lost, and therefore I believe in this case we deserve compensation, knowing if I would have retrieved our bags in ********* as planned by my wife and I, that I would get the bags while she goto the Korean air gate, we would have our bags today wihtout issue. I also spoke to my brother in law over this, a seniour westjet pilot of ** years+, who agreed we should be receiving compensation. We have not even been given the oportunity to so much as file for compensation, as the westjet employee on the phone would not assist in filing for compensation, saying "all we will do is email other airlines involved about this matter and hope for some resolve" Now during this process, westjet claims to have sent our bags with Korean airlines, Cebu Pacific Air and eventually our final destination ******* ***********, but after numerous trips to the airport talking with airline staff who checked whatever they could, we are at a loss if the bags were ever actually sent.
Business Response
Date: 21/01/2025
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 22/01/2025
I am rejecting.
Recommendations of times between flights is not an acceptable excuse, it is an attempt at derailing justified request for compensation. The loss of luggage is a direct result of Westjet incompetence in getting us to ********* on time, and then further giving poor advice handling the luggage dilemma to retrieve or not retrieve. I have the information of Westjet claiming to have sent our luggage the day after our flight, but even by Westjet employee on phone own words we have no way of knowing if the baggage was actually sent, the best we can do is send airlines an email to find your luggage, you goto destination airport to find luggage which I did on numerous occasions. ************ was cooperative after I spoke with manager on or about Dec 11, who ordered a physical look at location and made calls to ******, to which was of no avail. I have been in public forums, seeing its quite obvious that Westjet has quite often mistreated passengers for various reasons whether justified or not is not good business practice, and is the underlying reason why Westjet, once rated among the best airlines on earth has fallen hard to be among the worst. I am not the type of person to go quietly into the night and let this go, I believe I deserve compensation not only according to your own rules without blowing steam up my ***, that is insulting to my intelligence, but more importantly to satisfy a customer who has the ability to raise you up, or bring you down publicly, with a following of well over a million. Please act appropriately in granting compensation as requested, let us agree to close this matter upon compensation granted, as I do not wish to elevate to the next level, but will also take whatever actions I find necessary to receive what I know is justified and appropriate.
Customer Answer
Date: 24/01/2025
Hi there.
i understand Westjet has closed my complaint. Does this decision on their part affect their credibility score with BBB? If so, where can I see Westjets public profile with BBB?

thank you.

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WestJet Airlines is NOT a BBB Accredited Business.