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Business Profile

Airlines

WestJet Airlines

Headquarters

This business is NOT BBB Accredited.

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Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample. 

Complaints

This profile includes complaints for WestJet Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see

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WestJet Airlines has 10 locations, listed below.

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    Customer Complaints Summary

    • 561 total complaints in the last 3 years.
    • 172 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/10/2022

      Type:Order 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.
      Aug 30 flight from *** to ***, we booked flights via call centre and paid around $201 extra for comfort row seats. Call centre attendant was informed that we have a baby who will have their own seat with use of an airline approved infant car seat. Upon boarding the plane we were informed that we could not sit on the seats because of inflatable seat belt which is hazardous for baby. We were seated at the back of the plane instead. We are simply requesting a refund for the amount we paid extra but could not benefit from which was not an error on our part. Westjet attendant booked those seats for us knowing we had a baby - there was no information on our ticket or online webpage or provided to us by the call centre to indicate baby could not seat in that row. I have spent >50 minutes on the phone with call centre to request a refund but they could not do it; they then directed me to fill out an online form which I did on Sept 17, 2022, but have yet to receive a response. I have other issues with our trip as well for which I cannot put any monetary value because their cannot be a price put on incompetence and poor customer service that we received as a family through no fault of our own. I have detailed that in my email to WestJet on Sept 17, 2022 but hold no hopes of any recourse except that I will avoid travelling WestJet as best as I can, and thankfully we have good alternatives. For now, I would just like a refund of the extra amount we paid, on principle.

      Business Response

      Date: 17/10/2022

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

      Customer Answer

      Date: 19/10/2022


      Complaint: ********

      I am rejecting this response because: I accept the suggested resolution but Ive been provided no way to contact the representative to provide them the details they require. The letter does not provide a contact number and the representative did call me and leave a message but there was no call back number provided. So I kindly request if they can provide me with a way to communicate with them whatever details they require and I would be happy to do so.

      Sincerely,

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

      Business Response

      Date: 21/10/2022

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

      Customer Answer

      Date: 21/10/2022


      Complaint: ********

      I am rejecting this response because:

      Hi *****, thank you for your response. Your initial correspondence offered refund of the seat upgrade fee and seat fees and your phone message indicated that you needed additional information from me to process the refund. How can I provide you those details? Additionally WestJet dollars were offered, this is my WestJet account number: *********


      Sincerely,

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

    • Initial Complaint

      Date:11/10/2022

      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 purchased an all inclusive package for my dads 70th birthday. Leaving ******* was a nightmare because Westjet didnt have any of their kiosks working. We had checked-in online already and had our boarding passes so all we had to do was print bag tags and were given the run around just to get this done. They were so unorganized and nobody knew what was happening.Then in *******, they got called all families with children for priority boarding. I took my 14 month old to the gates and they told me to leave the stroller right at the gate, which is not the usual procedure, usually we leave the strollers at the door of the plane. But I did so and they ended up making us wait over 45mins in the corridor between the door of the plane and the gate. Of course all the babies got fussy and for myself with back pain it was really difficult to carry my daughter the whole time. Then once we got on the plan we were stuck on the tarmac for 2hrs because of some maintenance issue with the plane. They didnt serve us any food for the delay or provide us with any vouchers as a courtesy. Once we get back to ******* we waited for an hour and my parents luggage didnt show up. We get ti the westjet counter in the luggage area to ask for assistance. The lady there immediately shut us down and said go file a complaint. EXCUSE ME? Firstly, thats not how you talk to a customer, secondly, what is the purpose of a bag tag if it wont be used to locate the luggage. My 70 year old parents have a right to know the location of their luggage and what happened before even filing a complaint. Imagine after a 2hr delay and all the inconvenience westjet caused us, to get this attitude. I immediately said, so youre arent going to help us, you just shut us down and immediately she puts her hand up to my face and said we are not doing this now. Unacceptable treatment and where does she get the audacity to speak that way? After escalating another rep filed the luggage claim. Still no luggage!

      Business Response

      Date: 10/11/2022

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

    • Initial Complaint

      Date:04/10/2022

      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 a flight to from ******** to ******* for September 28, 2022. I contacted Covid 19 and informed Westjet regarding my situation on September 25, 2022. The agent (******) told me me that there's nothing she can do about it as Covid 19 is a natural occurrence. My question for Westjet is can they not sell the tickets especially the return flight? Do they also get to keep the checked in baggage fees? I did check in for the flight on September 27, 2022 as the tests for myself and my wife were negative. We tested again in the evening and the morning of September 28, 2022 and we were both positive. I had to cancel and rebook a flight a few years ago. They were able to accommodate us (for a fee) and we were given a credit for the flight which we used with them at a different time. Why can't Westjet do the same as this was a pandemic issue? We have been customers with Westjet for 15 plus years. I expected compassion and better treatment from them. We hope to continue our business relationship.

      Business Response

      Date: 17/10/2022

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

    • Initial Complaint

      Date:03/10/2022

      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 a flight with Westjet on the guidance I could fly with my three cats. I confirmed on their website, through their webchat "******," with a phone agent, and with the person I booked the flight with. After I got my cats certified - which cost 550 - and they were ready to fly I called Westjet to finalize the payment for bringing them along and they have now told me that cats are not allowed to fly from ****** to ******. I told them I wouldn't have booked this if I couldn't bring them. I want to raise this as a complaint as I am now out of pocket /and/ I may have to leave my cats behind.

      Business Response

      Date: 17/10/2022

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

      Customer Answer

      Date: 17/10/2022


      Complaint: ********

      I am rejecting this response because: I have tried to come to a solution with the third party company, but they have directed me back to you - WestJet, the airline in question.

      Sincerely,

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

    • Initial Complaint

      Date:21/09/2022

      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.
      West jet cancelled one leg of our flight from *** to ******* on May 13, 2022. We got delayed in Halifax for 24 hours. We were told wed get compensated for our hotels, food, transportation etc. its been 4 months and have heard nothing, Ive submitted my receipts in to them twice.

      Business Response

      Date: 22/09/2022

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

      Customer Answer

      Date: 22/09/2022


      Complaint: ********

      I am rejecting this response because:
      I have submitted these receipts to them 3 times. 

      Sincerely,

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

    • Initial Complaint

      Date:19/09/2022

      Type:Delivery 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 September 5, when I brought my bag to the Westjet checkin, the person working at the counter put my bag on the conveyor belt without tagging it. When I realized what had happened, I told them that the bag wasnt tagged properly and they sent a tag on a separate container behind the bag and assured me that it would be in Halifax when I got there (I was on a direct flight from ******** to Halifax). When I arrived in Halifax, my bag never showed up and I called Westjet and explained that there are important medications I need in that bag and they assured me it would be with me shortly. It is September 17, and I still have not received my bag. I have called Westjet almost every day since the bag was lost and every time, they tell me they are doing their best to find the bag but the bag still has not been found. They say that theres nothing more that they can do, but this cant be possible since they still havent found the bag 12 days later. I have been without my medications since then and all of my clothing and materials I need in order to work and earn money. I have spent more than 800$ replacing items I need that were in my suitcase and Westjet has not confirmed that I will be reimbursed. They said receipts are reviewed on a case by case basis and there are no guarantees in terms of reimbursement. They also said I can only be reimbursed once the baggage report is resolved, which could take ages, and I am a student with no money so this is incredibly frustrating. Its been 12 days and no action has been taken to retrieve my bags and the lack of urgency and seriousness with which Westjet has handled this situation is absolutely terrible.

      Business Response

      Date: 29/09/2022

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

    • Initial Complaint

      Date:16/09/2022

      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 a fkight with westhet in error. I decided to call as i had other questons to ask about the flight rules. I just got out if major surgery and i was on hold for an hour and couldnt hold anymore. I would call later. So i missed my 24 hour window and called 8 hours too **** apparently. For the last 2 years all airlines let us change and cancel. We are accustomed to this service now. Covid is not over how can you provide this terrible service now? Cant even pay to change? It seems corrupt. Cant make an exception 8 hours past when you have no available reps within a reasonable amount of time. I cant tell you how many times you have cancelled delayed messed up my points my travel voucher was 6 months delayed. Baggage lost damaged. And you couldnt possibly change my flight which would have taken 5 minutes. Thats the epidomy of poor service. Its a dec 25 flight and im travelling to san diego with 3 kids now instead of flying into direct. Same flight cost you wouldnt have lost a dime. But hey you are now pronoun savvy which helps no one in relation to flying and thats your big customer service guarantee? Very sad. You need to get your priorities straight westjet!

      Business Response

      Date: 19/09/2022

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

      Customer Answer

      Date: 19/09/2022


      interesting response  

      Complaint: ********

      I am rejecting this response because:

      Sincerely,

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

    • Initial Complaint

      Date:12/09/2022

      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.
      Date transaction: August 22 2022 Baggage paid $30.00. Lost item for medical equipment claiming t: $100.00 During the check in process. I checked bag from ******* to *******. When I arrived at ******* there was a missing item from my baggage that was not yet return to me. I either want the item returned back to me or sent a check for $100.00 for the lost item. (NO travel credit) WestJet did not tried to resolve this.spoke with ******(*****) and *****(*****) No call back or return item.Nothing was resolved.Flight number: ****** bag tag#*****/**** ******** ******* ******* ****** *** ********** ******

      Business Response

      Date: 19/09/2022

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

    • Initial Complaint

      Date:12/09/2022

      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 WestJet on the 21st of July and my bag came into baggage claim shredded, with items missing from the bag. I went to the WestJet service desk, and the employee took pictures of the bag, opened a claim, and assured me that I could buy replacements for what WestJet destroyed. I bought the exact same bag and pair of boots that were lost, provided receipts, and waited for a response. After several weeks, I have heard nothing from WestJet. I reached out over phone twice and never reached anyone after waiting on hold for almost an hour. I reached out over ******** and was told to call the phone line that I had already tried. I spent a Saturday morning waiting on hold and finally got through after an extremely long wait, and was told that they had all of my information and that they would contact me when they were able. It has been 7 weeks with no contact and no sign they will pay for my property that they destroyed.

      Business Response

      Date: 29/09/2022

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

    • Initial Complaint

      Date:08/09/2022

      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 was traveling on August 22nd. I purchased my flight through *****. My baggage was delayed and resulted in the loss of many of my critical pieces of clothing, skincare, and equipment were unavailable to me, and I had travel scheduled for the following week. I submitted my receipts for reimbursement (807$) and have not gotten any feedback from Westjet. I haven't been reimbursed, my request was not confirmed.

      Business Response

      Date: 16/09/2022

      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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