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:03/08/2022

  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.

  Westjet cancelled my return flight from *** to *** without notifying me of the cancellations. I had only found out about this cancellation at the arrival of the airport. Upon finding out cancellation, Westjet presented the only option of repurchasing the cancelled tickets to the exact same plane/time/flight as originally. The repurchased price was over 2x the price of my round trip tickets. I am seeking a refund towards all tickets/flights regarding Westjet; my original round trip purchase and the forced purchased return flight tickets.

  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  The business responded to this complaint but requested that their response not be published.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: The idea of 'failure to present for the outbound portion of any flight automatically nulls and voids the return portion of the ticket' was not made clear and present by either WestJet nor any seller. If they had allowed us to repurchase my return portion of the ticket at a percentage of the original ticket price than that would have made it fair but due to the fact that WestJet took advantage of this situation and overcharged me by over twice the cost of my original tickets is completely unreasonable and unfair to any customer. ******************** customers for over 2 decades and this is something we have never experienced in the past. 

  A resolution we would accept is WestJet offering a credit for the full amount ($**********) that we were taken advantage of.

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

• Initial Complaint

  Date:02/08/2022

  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.

  On May 20/22 my husband and I arrived at *** airport to check in and take flight ****** set to depart for *** at 2:05 PM (Booking#: ******, Last Name: *****). Upon checking in, we were told that WestJet had overbooked our flight and that there would not be room for us on the flight we had booked. Apparently WestJet had cancelled a flight to *** and moved those passengers onto flight ****** to ***, leaving my husband and I without seats on the flight that we had originally booked. Despite our objections, we were bumped to flight ****** set to depart at 8:20 PM on May 20/22. The only compensation we were offered were a couple meal vouchers for $15. Conveniently, WestJet did not email a new updated itinerary after making these changes. Flight ****** was then delayed for an unknown amount of time. We arrived at our final destination (***) after 12:00 AM on May 21/22 (originally scheduled to arrive at 7:49 PM on May 20/22 as per our original booking). On June 24/22 I submitted an APPR claim for both my husband and I for compensation in regards to being bumped to a later flight and thus arriving more than 4 hours later than planned (our delay fell in the 3 to 6 hour range so we should both be eligible for $400 compensation each). I received an automated email from WestJet indicating that they would respond within 30 days. On July 24/22 I received a response saying "WestJet tariffs, in line with tariffs of all major air carriers, permits us to change or cancel any of our planned schedules, routes or aircraft without notice. As we have provided notification more than 14 days prior to travel, your claim for compensation cannot be approved." I responded the same day explaining that notification was not made 14 days in advance, and that our travel plans were changed mere hours before departing, which completely negates their reasoning for rejecting our claim. WestJet has not responded.

  Business Response

  Date: 10/08/2022

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

• Initial Complaint

  Date:25/07/2022

  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.

  There are 2 main complaints first one is baggage claim my flight departs from ******* (***) 5:15 PM, 7/12/22 , Arrival in ******* (***) 7/12/22. 7:53 PM flight # WS **** final destination *********(***). There are 3 traverlers. Schedule to stay until 7/19/22. We were Arrived in ********* 7/12/22. 9:58 PM. Once we were in ********* baggage claim area waiting for our luggages we werent able to claim it was never there we waited for hours make sure it got to us but, baggages were never deliver to us, so I went spoke with someone in baggage claim servervice center I explain the situation the west jet staffs werent able to locate my luggages west jet staffs toll me I can come back tomorrow check back with them again before I leave I gave all my contact information including names boarding pass my passports also my staying resident address incase if they receive they can deliver to us. So I went back next day 7/13/22 same place where I was yesterday and I spoke with west jet customer service staffs they inform me they still havent locate my baggages i was so frustrating and angry all my personal items were inside the baggage such as medicines prescription High blood medicine Cholesterol medication those are daily medications for my wife i was getting very concerned not only that all my clothing gifts for relatives. So i was looking around hoping to my baggage while I was midst of doing that one of west jet staff approached to me( very rudely and yelling) to me saying i am not supposed to touch baggage which I wasnt i was looking at name tags and tag numbers. I was stunt and disrespectful how she treated me knowing i was just there to claim my baggage. I received call from west jet 7/17/22 saying they found my 3 baggages which i went back picked up 7/18/22. It took 7 days i was able to bring my baggages during 7 days i had to go through lot of changes buying all clothing to **** for all my family i had to **** same clothing for several days also finding medicatio

  Business Response

  Date: 09/08/2022

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

  Customer Answer

  Date: 09/08/2022

   
  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:18/07/2022

  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.

  Purchased airline tickets through *********** on 12/19/2019. The return leg of trip was from St Johns Newfoundland to Tamps, Florida on 5 June 2020 on Westjet Airline, with whom I have an issue. The Tampa to St Johns Newfoundland was with *** ****** who issued a complete cash refund. Westjet refuses to issue a cash refund for $260.83 x 2 = $521.66. Westjet was not able to provide a flight during COVID and the US/Canada border being shut down for transit. Based COVID/Border situation I cancelled the flights with ***********.I was prepared to fly but Westjet could not complete their contract to provide flight services. I have reached out directly to Westjet Corporate office, ***** ******* **** about this issue. Westjet contacted me and stated that *********** would need to submit a request to issue the cash refund. I contacted *********** and they requested said cash refund. Westjet stated that they were only able to issue a flight credit good through June of 2022. I explained to Westjet and ******* that I have become disabled during COVID and am no longer able to fly. I have a Disabled Placard issued by ***. Westjet insists that I cancelled the flight that could never happen and therefore it's my problem. I have written to ** **** ** ************** *** *** ******* ***** ******** ********* ******* ***** *********** This is a contract issue. I purchased a flight and Westjet was NOT able to perform the service we contracted for. I only cancelled after the US/Canada border restrictions were put in place. ** * ** ********* ******* ** ************** ******* *** A credit was a useless solution. I plan to file case with the *********** **** ************ **********. I want my money returned and no longer want to play semantic games with *********** or Westjet Airlines. Treating a 75-year-old Disabled person like this is unconscionable. See ******** announcement for border closure issued on 06.05.200 by the Canadian Government. Westjet reference ******.
  Thank you

  Business Response

  Date: 19/07/2022

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

  Customer Answer

  Date: 20/07/2022

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

  My flight was cancelled by Canada !! You. Are NOT issuing refunds even when you cancelled the flight, per other posts on BBB. 
  *********** did authorize you to refund my money. 
  you are both playing games. Hopefully people will stop flying with Westjet
  and you go out of business. You only temporarily have the power. *** ****** didn’t have an issue 

  with cash refund purchased from ***********. You are a low rent operation and the people will ultimately crush you. 

• Initial Complaint

  Date:11/07/2022

  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.

  June 30th I was booked to travel with Westjet direct from ******* to ******* with my pet in cabin $313.15. Reservation ******. I was informed at 07:00 that my flight was cancelled and I was rebooked on a flight with overnight stay in ******. The new flight was not an option as I didn't want to be in the airport overnight with my pet in the cage. I did not accept the changes. I called Westjet to change the flight and was on hold for five hours with no reply. The phone cut out and I had family members on hold as well and we were unable to get through to Westjet. Booked a $531.17 direct flight that was leaving earlier that day code ******. I tried to schedule a call back but the earliest call back was 17:30. I went to the airport and waited 2.5 hours in a priority line to check my cat in and asked if they could cancel the original ticket. I was told they would put comments in the booking and call back after the long weekend. I saw another agent when I landed in ******* and asked what I should do as the original flight had not taken off yet. I was again told they would put comments in the booking and to call the call centre after the long weekend. When I called I was told there were no comments in booking and that there was nothing that could be done. I explained I had seen the agents type the comments at the airport and was subsequently hung up on. I called back again and was told there was no customer care coordinator available and they would submit a form for someone to call me back. I received a call from a customer care coordinator and was told it was not West jet's problem that I could not get through to their service in a timely fashion and that airport agents are not able to change bookings. I asked they take responsibility for the incorrect information I was provided by agents at the airport and was told that it was a basic fare and nothing can be done. I asked if there was anyone else I could speak to and was told it was the highest point of escalation.

  Business Response

  Date: 25/07/2022

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

  Customer Answer

  Date: 26/07/2022

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

  The original booking reservation code was ****** the new booking reservation code was ******. If you can please let them know this it would be appreciated.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 27/07/2022

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

  Customer Answer

  Date: 27/07/2022

  
  Complaint: ********
  
  I am rejecting this response because: Despite what WestJet's records show I did not accept the change in itinerary. This must be secondary to a technical error in their system. I would like them to look at that in further detail. It does not make any sense that I would accept the change when the change didn't work for me in any capacity as I was travelling with a pet in cabin  (overnight in ****** was not an an acceptable solution) and subsequently booked another flight. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/07/2022

  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.

  Flight **** on 06/06/2022.We were flying from ******* to ****** and, somewhere over ********, the pilot announced that we have to stop over in Halifax due to an auto-pilot malfunction, change aircraft and continue over to our destination. Then, we were announced that we will not stop in Halifax because there were no porters to ensure the luggage transfer, and had to return to ******* where a new plane will take us to our destination. When we arrived in ******* there was no plane waiting for us as, apparently, the crew was too tired to perform the flight. When we disembarked there was one of your reps handing papers with passenger rights and meal vouchers but not to everyone as the printers were out of paper. We were also told that someone will meet us at the Westjet booth to provide details of the next steps. At the said booth there was no one to meet us and we were to wait till 3:00 AM to be able to talk to someone. According to the rules, we were supposed to be informed every 30 minutes on the status of our flight and options to arrive at our destination. At 3:27 AM we receive an email (this was the first contact from Westjet) with a rescheduled flight leaving ******* ** 06/07 at 5:00 PM. Nobody talked to us as we would have advised that we had to be in ****** in the morning of June 7 to be able to catch another flight in the afternoon (we had originally more than enough time for our second flight). The above new itinerary was of no help to us.In their replies, Westjet state that the flight disruption was out of their control and we're not entitled to any compensation. The Passenger Protection Regulation states that a mechanical issue is outside of the airline control only if discovered during scheduled maintenance or acknowledged by the aircraft producer and this was not the case as we were in the air when this occurred.We did not arrive to destination in time not because of a mechanical issue but because Westjet did not ensure the crews to continue on.

  Business Response

  Date: 18/07/2022

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

  Customer Answer

  Date: 18/07/2022

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

  In their response, Westjet claim that the issue was out of their control as it was related to a mechanical malfunction (defective autopilot). According to the Air Passenger Protection Regulation, the mechanical issues are out of the airline control only if discovered during a scheduled maintenance or if the aircraft producer acknowledged it. This was not our situation. We were in the air when the autopilot stopped working and therefore it was within Westjet control but this is part of their narrative in order to avoid passenger compensations

  Definitions of situations within and outside of the airline's control:

  Situations within airline control are any situations not covered by the two categories below. For example, they include mechanical malfunction of the aircraft identified during scheduled maintenance.

  Situations within airline control but required for safety purposes are typically unforeseen events legally required to reduce safety risk to passengers. While this includes mechanical problems, it does not include scheduled maintenance or mechanical problems identified during scheduled maintenance.

  
  Situations outside airline control include a manufacturing defect in an aircraft that reduces the safety of passengers and that was identified by the manufacturer of the aircraft concerned, or by a competent authority.
  

  Passengers whose flight is cancelled for reasons within the airlines control are entitled to a choice between a full refund in the original form of payment and rapid alternate transportation, and in addition may be entitled to lump sum compensation.

  Passengers whose flight is cancelled for reasons outside  the airlines control may still choose between a full refund in the original form of payment and alternate transportation, but:
  

  Sincerely,

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

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

  Business Response

  Date: 19/07/2022

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

  Customer Answer

  Date: 19/07/2022

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

  Westjet keep saying that we do not qualify for compensation but fail to explain why. Their experienced adjudication team should be able to provide a valid explanation. We do read the **** the same as Westjet as it is a public document and, according to it, we do qualify for compensation and we provided the reasons why we do. If Westjet have other documents that interpret the Regulations differently than what is published, they should make them available to the complainant.
  
  Sincerely,
  
  ****** *********