Complaints

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

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• 

  WestJet Airlines

  22 Aerial Pl NE Calgary, AB T2E 3J1

• 

  WestJet

  A100 4141 Airport Rd Prince George, BC V2N 4M6

• 

  WestJet Airlines

  4141 Airport Rd #13 Former: Reportable Prince George, BC V2N 4M6

• 

  WestJet Airlines

  5055 NE 11 St Calgary, AB T2E 8N3

• 

  WestJet Airlines

  13 4141 Airport Rd FORMER: reportable Prince George, BC V2N 4M6

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:29/08/2022

  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.

  Were on a last minute flight home due to a death in the family. Flights cost $4000. On the return flight, The plane was delayed approximately two hours which caused us to miss our connection in ********* and it was the last one of the evening. Westjet provided no support compensation or even an apology and instead rebooked us on a flight in 30 hours without our consent. Were left to fend for ourselves at approximately 11:30 PM on a weekend

  Business Response

  Date: 06/09/2022

  The business responded to this complaint but requested that their response not be published. 

  Customer Answer

  Date: 06/09/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have attached their requested information below.
  
  ******* ***  *********
  *********** ***** ******
  ****** ********************
  **** ** ************ *******************
  
  Sincerely,
  
  ***** ****** ****

• Initial Complaint

  Date:29/08/2022

  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.

  Travelled from ***** to ********* with a connecting flight in *******.I had ordered a gluten free meal, if which I had to pay a premium for, as I am a coeliac. Despite numerous staff members approaching me to confirm my gluten free meal on the flight, they had forgotten about it for the first meal and I had to wait, and the second meal they gave to someone else and didn't have another gluten free meal spare. I was told to wait until they found something for me to eat, which they then forgot about. I had to call them twice and half an hour later, a staff member arrived and offered me 2 pieces of fruit, which it turned out were mostly inedible. Severe food allergies should be taken seriously. I was left very hungry.To add onto that, my luggage did not arrive in *********. I was told it would arrive within 24 hours but after over 24 hours and several phone calls to track my luggage, it is still not in *********. I am here on vacation for a few days before leaving to another city. I am therefore spending my leg of the trip in ********* in unnecessary stress and anxiety and having to buy replacement clothes and products and trying to get a status on my luggage and hoping it will arrive before I leave. I also only have an allowance from the airline of 100$ for 48 hours which does not at all cover the expenses I'm out because of their incompetence. Very bad communication, very disappointed with West jet service which is basically none existant.

  Business Response

  Date: 02/09/2022

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

• Initial Complaint

  Date:29/08/2022

  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.

  Reservation code ****** ********************************************************** 06/23/2022 our flight from ****, ***** to ******* was delayed; consequently, we missed our connecting flight to *******. We were forced to spend the night in ******* at a hotel near the airport at a cost of CA$196.48.We filed a claim and Westjet answered: "The flight interruption was due to a medical incident and outside of WestJets control." Why should we get penalized? it sure was NOT under our control.

  Business Response

  Date: 31/08/2022

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

• Initial Complaint

  Date:26/08/2022

  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.

  Due to covid restrictions we had accumulated westjet travel vouchers that needed to be booked or lost. We booked a trip to ******* for Sept 9th 2022 with one in April and the second one was booked in June to go to *********** in October 8 2022.The flights needed to be booked in order to not lose the travel vouchers. We were told we would be allowed to change the booking if necessary with no charge and no loss of the travel voucher. They said it was called a Book with Confidence Policy. We needed to change the ******* trip due to an illness in the family. When I called to change the flight on Wed Aug 25th the westjet employee told us that we could not rebook it our only option was to cancel the flight if we could not go. I asked about rebooking and keeping our travel voucher. I was told that was not an option the travel voucher is expired and cannot be reused. The fuel and taxes for the flight which were paid by credit card were not refunded to the credit card used but the money was put in a westjet travel voucher which we did not want. So we loss our flight, our voucher, plus money paid out was put in a travel voucher we do not want. We want our flight rebooked for another date as outlined in the book with confidence policy. We want this resolved and are extremely unhappy with westjet stating since we cancelled the flight there is nothing they can do. I called Thursday Aug 25th because I didn't like the outcome we received on the 24th. It was westjet that cancelled our flight and it is westjet that should give us our flight back as promised for another date. This is not our problem but a westjet problem. This yearly travel voucher comes at a yearly credit card fee of approx $175 plus a companion fee of approx $119 I believe plus no luggage fees for the trip. Please advise how we get this resolved with westjet booking ref # ****** Thank you ***************************** ************ ************************* (husband - booked under his name)************

• Initial Complaint

  Date:26/08/2022

  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.

  So basically I had a flight with WestJet from ******** to ******* flight was changed to have a layover without my consent I was told I was By west jest that they would compensate me a free hotel stay, transportation, food vouchers for the inconvenience, I arrive at the ******* airport and the west jet agent tells me they gave out their last hotel voucher at this point the time was 10 pm and the matter wasnt dealt with until midnight, I was told to pay for my own hotel and transportation and given a piece of paper stating directions to get reimbursement online, 3 Months later I get a response from westjet stating they wont be reimbursing me anything, I also have a recorded call stating that they would reimburseme me hotel stay and transportation for the inconvenience, they also damaged my luggage and I havent heard anything back yet to this day

  Business Response

  Date: 31/08/2022

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

  Customer Answer

  Date: 31/08/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Hello WestJet,

  Thank you for taking the time to respond to me in a timely manner. However prior to filing my complaint to the BBB, you took 3 months to respond to me about my reimbursement. As an airline that prides themselves of having outstanding customer service. I am utterly disappointed in this airline and the service/misinformation I have been given several times. 

  My flight was originally booked with no lay over from ******* too ********. However, you changed my flight to include a lay over, I called and have video documentation that I can provide of the West Jet Agent informing me I would be compensated a free hotel stay, transportation, and food vouchers for the inconvenience.

  At the time I was also offered other flights that did not include a lay over. HOWEVER, I accepted the flight with the lay over because I was under the impression I would be compensated for the inconvenience.

  Prior to my arrival from ******** to *******, I called West Jet AGAIN to verify that I would be compensated hotel, transportation and food vouchers, she verified yes.

  I arrive at the ******* airport and am told that the last hotel voucher was given away and I would have to pay for my own hotel and transportation and that I would get reimbursed. She DID NOT NOTE that I would only be compensated $150.00 for the hotel. At that point it was almost midnight and I had to find my own hotel with my flight being early in the morning.

  To top it off my flight home from ******* to ******** was at capacity, and your air line asked if volunteers would check their carry on bags due to over capacity, I willingly did and you damaged my $250.00 suitcase and I submitted that 3 months ago and still have not heard a response. I have ******** my original booking and damaged suitcase. I am hoping to get this resolved with the information I was originally told. Thank you. 

• Initial Complaint

  Date:22/08/2022

  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.

  We booked a flight that was supposed to have free cancellation and we were not told that we could only receive a credit. We asked for the money to be returned to our **** but this was refused. We now have a credit that we can't use as I can't take a vacation before the time limit is up. This is false advertising as we were never told that we wouldn't receive our money back in the form we paid it. I tried to resolve the issue by emailing, phoning, and filing a complaint. Booked: 17th June, 2022 WestJet reservation code ****** Cost: $2,583.93

  Business Response

  Date: 25/08/2022

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

  Customer Answer

  Date: 26/08/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  we weren't told that we wouldn't be reimbursed in the same way that we paid. We were in an airport (for 24 hours) when we booked the flight, as we'd missed our connection, so we were under a lot of stress and not able to read all the fine print.

  Why would we want to use the credit to fly with an airline that uses false advertising? (saying the flight is refundable but not clarifying that we'll only get a credit). I've tried to find someone to transfer the credit too but can't. After the terrible experience that we had on our last trip, we're don't even want to travel by plane for a long time. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:19/08/2022

  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.

  Hello!I'm sure I'm one of thousands at this point to message regarding lost baggage, but every attempt to resolve my lost bag has resulted in either a ridiculously long response time, or no response at all. I'm not sure what actions I can take at this point. The damages of never receiving the missing items and the efforts to attempt to resolve just keep adding up.Day of flight: June 11th Booking ID: ****** Lost Baggage Report ID: ********** At this point I'd like * **** ****** ** *** ****** ******* ******** ****** ************ ** **** ** the full amount owed as promised by their lost/delayed baggage policy, which totals for interim costs($***) while in ******, plus the cost of the suitcase contents ($*******) for a grand total of $*******.Thank you for the assistance with this issue, it is greatly appreciated.*************************

  Business Response

  Date: 08/09/2022

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

  Customer Answer

  Date: 11/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  There was compensation for incidental costs, plus a bonus for inconveneince, but it doesn't appear that WestJet is following their own baggage policies. From their website:

  "If your baggage is deemed lost, or if the baggage is lost for more than 21 days or is damaged, we will reimburse the applicable fees for that baggage. WestJet's liability for lost and damaged baggage is limited to ***** Special Drawing Rights (approximately $***** CAD) per passenger, unless a higher value was declared in advance."

   In my personal case, the bag was lost for more than double the ***************** this policy, and should therefore have been fully compensated as well. Let me know if there is anymore information needed. 

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/08/2022

  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 traveled to ******* from *******, and West Jet has lost my baggage on June 24, 2022. I cannot get an update or hold of anyone. Last update received (after on hold for 3 hours) was they do not have an update on bag tag ******** at this time and that baggage Services will be in touch once my bag arrives /located. Its been 54 days, They keep providing me a number to call for updates, and keep providing the same information, no compensation or status updates. My bag claim numbers: ********** and **********-reservation code is ****** ;The delayed baggage file number is **********. I cannot speak to anyone who can provide me resolution. I want compensation or better yet my lost bag.

  Business Response

  Date: 19/08/2022

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

  Customer Answer

  Date: 26/08/2022

  
  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:10/08/2022

  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.

  WestJet lost our luggage. We travelled on bereavement tickets (July 12th-20th) from ******* to ******* direct, and spent most of our time abroad (for a funeral) trying to replace dress clothes, locate the reference number we were supposed to have been given, and on hold multiple times. The entire already stressful trip was made exponentially worse by the poor handling, inadequate communication and no useful information.They state that after 3-5 days a baggage specialist would be in touch, yet we're approaching day 30 of no communication and no bag, We explicitly stated that the bag was not be delivered after 10:00pm on the evening of the 19th of July as we would be back in ******...yet we received a message stating it would be delivered the afternoon of July 20th. Then after calling once we'd arrived, they claimed they'd reroute the bag back to *******. They've closed both case files without resolving them, or contacting us. We received a call from our local airport (**************************) on August 4th claiming to have the suitcase. We immediately called back, and have never heard from them again.We want ************ ** *** **** ** * ******* ****** *** *** ******* ** ** **** **** ****** ****** ***** *** ** *** ************ ********** *** full compensation for the items we've had to replace (a total of about $365) and the contents of the missing suitcase ($700-$800). Further, we had paid for pre-booked seats and were not given those seats on the trip home. So we both had to sit on opposite ends of the plane, with total strangers after attending a funeral. Not acceptable. Everything they could've gotten wrong, they did,It's not about the bag anymore. It's about the fact that we travelled for a funeral, which, thanks to the bungling of absolutely everything by the airline, ended up being the least distressing component. Hours were spent on the phone, instead of with family.This was inexcusable. Someone needs to be held accountable.References ********** ***********

  Business Response

  Date: 19/08/2022

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

  Customer Answer

  Date: 22/08/2022

   
  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:08/08/2022

  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.

  A year ago I became eligible for a refund to the original form of payment for a cancelled flight during Covid due to the addition of a stop. Soon after this, I put in a refund request. I did not receive any response from WestJet, so I called them 9 months ago and they confirmed they had received the request and were working through them in queue. I have used up most of the credit by purchasing new flights, however the remaining credit is about to expire and they still owe me a refund for it in the original form of payment. A year is an unacceptable amount of time to wait for a refund.

  Business Response

  Date: 24/08/2022

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

  Customer Answer

  Date: 31/08/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I certainly submitted a request. On top of this I booked a call with Westjet agent a couple months after submitting the request to confirm it had been received, since there was no email confirmation. I was told by this Westjet agent that my request was in the queue. So either the Westjet agent did not tell the truth about confirming it was in queue or it was lost at some point by your system.You can look up the call (if you have that capability), the number either ************ or ************.
  

  If I put in another refund request and you do not expedite it, then in a couple more months I will just be told to "be patient" and in a couple more from then I will be told "we can't find it in our system". I would not say it's fair for Westjet to keep my money for two years and not be honest with me about the request being received.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/09/2022

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

  Customer Answer

  Date: 13/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I still do not agree with their claim that the initial request was never received. However, my most recent refund request has been fulfilled so the issue can be closed.
  
  Sincerely,
  
  ***************************