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

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.

Initial Complaint
Date:18/11/2022
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.
WestJet reservation ********** WESTJET Flight Number WS **** CONFIRMEDSaturday, 12 November Departure:*** ******* **, ****** 07:30 Arrival:*** *****************, ****** My husband and I booked this flight with WESTJET, I prepaid all luggage online prior flight on 11 th of November which was 500$ for 4 bags each.We came to airport 2.5 hours earlier to check in and making sure all our luggage was not overweight. 4 bags were overweight which was so post to cost us 400$ extra on top what I already paid online.When we tried to check in lady agent told us we were not allowed to take 4 bags but only three.It took us one hour to argue the fact that online Westjet is offering to pay for 4 pieces of baggage which were prepaid. Then she said she could not see that we prepaid anything online and charged us another 400$ for 4 pieces of baggage or we could not fly.My credit card was charged 400$ on 11th of November and I showed that to agents but they said I had to have receipt which I never received.In very high stress and fear that we miss our flight we paid all that they counted so we could fly and I was charged another 1000$ on top, for 4 overweight pieces baggage and 4 extra pieces of baggage. So instead of 900$ for all 8 bags included 4 overweight bags in hurry I paid 1500$.Today on 17 th of November I called to Westjet to receive refund for excess bags I paid twice and superviser **** said they can't do refund because it is an assumption that all my bags were overweight and flight is already happened.I have all receipts to prove for what I paid and how many bags were overweight.I am asking Westjet to refund me 600$ in overcharge fees for baggage.
Business Response
Date: 22/11/2022
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 28/11/2022

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:10/11/2022
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.
On November 8th, 2022, I had a trip planned to visit ********, **. I knew that my flight was delayed by two hours and that I would not make my connecting flight. Regardless, I showed up at the ******** airport at 4 am. ***** was the first to talk to me when I approached the desk. While telling him my issue, he cut me off mid-sentence and said, youre going to miss your connecting flight- arent you? I replied, yes. I asked ***** if he could put me on a different flight leaving *******, and he said no. His suggestion was to go to ******* and figure it out. ***** was visibly frustrated when I said no, so I asked to speak to a different agent. After searching on the computer, Agent #2 found a flight and asked me if I was interested. I walked away to decide and speak to my friend who was with me. We returned to the counter, and ***** was there. I told him the situation, and he went onto his computer. As he looked at his computer, he started getting hostile and said, YOU TOOK TOO LONG TO DECIDE- AND NOW THEY ARE GONE. I was speechless, as nobody told me there was a time limit for the flight selection when I walked away from the counter. The whole time this happened, an Air ****** worker stood behind *****, repeating everything ***** was saying to me. It is important to note here that the whole time ***** is talking to me has an unlit cigarette and a lighter in his hand. I can see the tobacco falling out of the cigarette onto the counter. My friend and I witnessed this. Finally, Agent #3 worked out flights. While at the terminal, I opened my phone and saw that my departure from ******* was delayed until November 9th at 7 am. I left the terminal and approached Agent #3 to show him what the email said. Agent #3 told me he did something he wasnt supposed to do when booking the ticket and that he booked the times too close together. He told me he wanted to see if it would work. I told him I wanted to cancel my flight and left the airport frustrated and angry.
Business Response
Date: 15/11/2022
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:01/11/2022
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.
Booked and paid for flight from *********** to ******* for myself and travelling companion, to connect with a flight going to Europe. Our flight was booked for April 7/20, returning on April 30/20. In late March or Early April, the ****************** issued a no travel ban, particularly for pleasure travel. We received a refund for our European flight, but Westjet refused to issue refunds and offered Travel credits instead. Not what we wanted, but we apparently had no choice. The issue: In September 2022, we came to use our tickets for a flight to ******* in April 2023, but Westjet no longer flies out of our City and actually has very limited access in *************. At this point I requested a refund but was told by Westjet that this was not possible. In essence this amounts to stealing from us - no refund will be issued and I cannot use the credit, which will expire at the end of December. I simply want a refund for the tickets in the amount of $703.38. I will forgive the interest the Airline has accumulated over 3 years on our money. Your help is much appreciated.
Business Response
Date: 03/11/2022
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 03/11/2022

Complaint: ********

I am rejecting this response because:I can no longer use the travel credit because the Airline no longer flies out of my city.
I had to can e because of the Federal travel ban due to Covid, not because I wanted to. If I cannot use the travel credit due
to the airline no longer flying out of my region, I do not feel that they are entitled to keep my money. This situation is out
of my control and due to the Airlines choice of who they now service. I have no option but to request a refund. Other airlines
have made special accommodations when required and most have actually refunded their clients. Keeping someones money
when you can no longer provide the service is unacceptable.

Sincerely,

*****************************
Initial Complaint
Date:31/10/2022
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 booked a ****** trip a number of months in advance. Paid for the flight with Westjet as well put down a deposit for the condo. A month later I received a change to my Westjet flight increasing my connection wait by 7 hours. Called Westjet basically told accept or cancel. I accepted.Recently I received another change this time adding a day to my return. This means that I need to follow up with the condo to see if an extra day is available and I'm out of pocket the cost if it is. Again, I called Westjet. Cancel or accept were my options.When asked when I can rely on the Westjet itinerary...week, month or more before the flight I was told "no idea, not my department". Maybe this is the new world of flying and I have to get use to it. Buyer beware and it is up to you to manage to the convenience of Westjet. Got the impression each time that they wanted me to select the cancel option.Westjet = You take your chances because we work to our convenience.****
Business Response
Date: 07/11/2022
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:31/10/2022
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 was told by West Jet Airlines that I had until November 2nd to change my flight dates. Now a couple days before this date they are saying this was a mistake on their end and even though they've admitted they're at fault they are saying they are not allowing me to change my dates anymore. It is documented by phone and noted on my account to allow the change. West jet is putting the blame on ******* while ******* is putting the blame on West jet. I was told I was not allowed to speak to a customer service agent by West Jet so I am reaching out in hopes to get help from you guys.Thank you so much,****** ***********
Business Response
Date: 14/11/2022
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 14/11/2022

Complaint: ********

I am rejecting this response because: If I wasn't given incorrect information by West Jets team I would have planned to leave on the November 2nd. However, my brother had passed away that month and I was not able to jump and leave within a week with no planning and thinking I still had one change available to me. This should absolutely be no loss to me and I should be able to change my dates.

Sincerely,

****** ***********
Initial Complaint
Date:31/10/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called Westjet to receive a baggage receipt for my travel from ************** to ******* ******. I was originally able to view my luggage receipt online but after about a month the message on the site when trying to find this receipt was that it could not be found. However, currently on the site it says you can search back to May 2022 to be able to search for your luggage receipts. This is either untrue or there is a glitch in the system. When I called (the customer service rep was very nice) she told me that it would take 3 - 4 days to receive the receipt. My issue is that I only have a small window of time to be able to submit this luggage receipt and I don't want to be out 174$ CAD. When I called back today to see where my receipt was and why it was not in my email, I was told it could take more than 19 days! That the team that works on those requests are working on requests from OCT. 5th! So clearly I will miss out on being able to submit my luggage receipt to my employer and I will end up paying this amount. I am not ok with this. I would like Westjet to expedite this process so I can get my luggage receipt in the next week. It is now Oct. 28th. I would also like Westjet to fix the glitches in their system that causes the receipts to go into archived files but it says something different on the site. There was also no record that I had called in to ask for this request, nor was there any record in the system of the request being made by the CS agent. Lots of problems in this scenario. Westjet, please fix this promptly. Thank you.
Business Response
Date: 02/11/2022
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 02/11/2022

Better Business Bureau:
To Westjet. Thanks for helping me with this. I read the criteria but it is not consistent with what I discovered when looking for the receipt. By this I mean - that in the beginning I could easily access my receipt even though I booked through ******* so there was clearly a glitch in the system. Also that my flight was only a few months ago and you say that you can access the information within 13 months. So please continue to try to solve the issue and make your criteria more user friendly and flexible to also reduce time spent on your end trying to pull this (what should be easily accessible information) out of the archives. Thanks very much for this resolution in a timely matter. It's very much appreciated.
Thank you as well BBB!

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:27/10/2022
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.
In May of 2020 I was booked to fly to ********* however due to Covid it was cancelled in April. I requested a refund to my credit card but was told that they would only give a credit, which I argued against as that was not how I paid. I received and email saying that it was a credit only and for a period of 2 years. I still do not feel safe flying seeing restrictions are now no longer in place, so close to the end of the 2 year period I was told I would have to pay $21 to extend it for another year. Now I am told that either I have to spend $$$ and book a trip or lose my money/credit as it can't be extended again.How is it fair that I pay them money and they can just say to bad you lose? Why does a credit expire? Covid is beyond my control and with health issues and no restrictions in place I just don't feel safe flying. In other words I pay and get nothing in return?I did call my credit card to see if I could go that way but was told that because they gave me a credit, there is nothing Master Card can do. I had no choice in wether I accepted or not.
Business Response
Date: 02/11/2022
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 03/11/2022

Complaint: ********
I am rejecting this response because:
In the letter from West Jet they requested further information.
Reservation Code ******
Paid by Master Card ending in ****.
I am not going to accept the fact that West Jet will not repay me the same way I paid them. They are forcing me to book a trip within a certain period of time which I do not feel safe taking. Because of Covid I did not take the trip and they gave me a credit for a period of 2 years when ***** was running rampid. I had to pay $21 to extend it for a year but they charged me $63 which I had to phone to get them to fix their mistake.
I do not feel that I have to take a trip that I have no plans of taking just to keep my credit. I also do not know of anyone that I can transfer/sell/give my credit to. Also with restrictions lifted they can not guarantee a 100% safe trip.
Credits should never expire.
West Jet asked for further details - Reservation code - ******
- Paid by Master Card number ending in ****
So either way I lose.

Sincerely,

*************************
Business Response
Date: 07/11/2022
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 07/11/2022

Complaint: ********

I am rejecting this response because:
I still do not think that you should be able to keep money that isn't rightfully yours.
I am disappointed in your response as it is not my fault that I do not feel free flying at this time. I'd be happy if my credit did not expire then maybe I'd book a trip sometime next year.
Considering how your company has been in the news lately I am not surprised that you feel you have the right to keep my money if I cannot fly before my credits expire.

Sincerely,

*************************
Initial Complaint
Date:20/10/2022
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.
Re- Booking ****** Hello.My wife and I had flights with Westjet under the above booking number. These flights were;WS0002 ************** to ******* June 20, 2022 WS0022 ********* to ************** July 3, 2022 When I tried to reserve seats via Westjets online portal this didnt work, so I rang Westjets offices and spoke to a lady. She duly sorted out our seats for us and asked if there was anything else. I asked if our tickets included baggage or not and she said it did not, and quoted me for my wife and I each taking 1 suitcase on each flight, so I agreed to this and paid by credit card.When we arrived at **************, Westjet staff printed off our boarding cards and told us we had been charged for 2 suitcases each on the flight, not one. She said 1 had been included with our original booking and the 2nd was the one that we had paid for separately by telephone. She said not to worry, we could claim a refund for the suitcase each that we should not have been charged for when we returned home.Since we returned, I have rang Westjets offices numerous times and never had a call back, have taken part in Westjets online chat (which is not any use for this type of problem), and have contacted them via social media (this lead to someone who must be watching their social media accounts trying to scam me into allowing them access to my bank account so they could issue a refund). I have filled in the email contact forms on Westjets website, all this ever ends with is a generic reply telling me to ring you offices again.
Business Response
Date: 21/10/2022
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:14/10/2022
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.
Due to COVID, Westjet cancelled my flight into *******, scheduled for the summer of 2020. On March 3, 2022 I was approved for a full refund from Westjet. I called the number provided. They said that the refund could only be processed to the original credit card. I said that was fine. They asked for the credit card number. My bank had, in the subsequent two years, updated my credit card. Therefore, I had a new number and no longer had access to the old credit card number. They refused to refund without the old credit card number. I have called multiple times since then to try to rectify the issue. I do not have access to the old credit card number. I've given up and decided to file a complaint.
Business Response
Date: 25/10/2022
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 26/10/2022

Complaint: ********

I am rejecting this response because: they are still not giving me a refund by any means other than my old credit card (which is no longer in use). I do not have access to my old credit card nor do I find it acceptable to place my refund into a travel bank. I would like a refund to my new credit card (same bank) or through a check. I am happy to provide proof of my identity to help with fraud protection. Here is the response I received from WestJet.
***** ******

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

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

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

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

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

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

**********

*************************
Business Response
Date: 27/10/2022
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 27/10/2022

Complaint: ********

I am rejecting this response because: they still refuse to issue me a refund in a way that is accessible to me.

Sincerely,

*************************
Initial Complaint
Date:11/10/2022
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.
FlightOct7 from *** ***** via ***, flight delayed from *** resulting in misconnection *****. Paid for premium seats however had to argue with agent to have same class of service on alternative flight. Managed one seat Premium other person sat in coach. Was told by *** agent that our luggage was retagged for this new flight. On arriving no luggage. Tried to file with Westjets rep. *** delayed luggage they were on break and no one was there to help. Waited for over one hour no one returned. We found a form as we went behind desk. Filled out and left a note . Had to leave as we had to catch our transportation, already lost money on transportation from *******( original destination) Tried to phone WestJet from hotel to no availability. Finally got through on Oct9 to gold support who put us to baggage. They told us our file number, which was needed to research our bags, we did not have as there was no one at ***, on break. ********, WestJet baggage ****** said courier pick up luggage to deliver and that they should have emailed us, no email. She corrected that for us. Checked baggage file with file number and said would be delivered on Oct9, no baggage, emailed sent that said bags would be delivered on Oct 11 between 8 am-6pm . No clothes, no products, no coats. Had to buy clothes. Tried to fill out Westjets forms for longer than 48 reimbursement but would not accept dollar amount.All in all still no luggage, no WestJet support . I have been a gold status member for a number of years so this is not a frivolous complaint. I am appalled by the lack of support by WestJet when this was totally airlines responsibility from delay in ********, cargo net, changed my destination and baggage problem.**************************
Business Response
Date: 27/10/2022
The business responded to this complaint but requested that their response not be published.

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WestJet Airlines is NOT a BBB Accredited Business.