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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.
    • 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/01/2025

      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.
      Please review my three attachments in the order of their filenames.Regarding the issue with my account balance, I contacted WestJet in early November this year and sent an email to Sultana, a WestJet customer service representative, on November *, explaining the situation. I received a response on November *; however, I found WestJet's reply unreasonable. Therefore, I replied to *****, outlining my reasons. Eventually, I received a response from ***** stating that WestJet was unable to address my request.This process is detailed in my three attachments, which include my account information and other relevant ********** request is simple: restore the $****** to my account balance or issue a refund to me.

      Business Response

      Date: 10/01/2025

      The business responded to this complaint but requested that their response not be published

    • Initial Complaint

      Date:02/01/2025

      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.
      Baggage File #: ********** Reservation Code: ****** WestJet Rewards ID: ********* Departing From: ***** (******), ***** to ******* on Dec **, 2024 The new luggage I bought was damaged by WestJet and it's now unusable. I had filed a damaged bag claim (Claim #:**********). But I have not heard back about a refund for the $****** I paid in baggage fees and the $****** I paid in overweight baggage fees. When I go to WestJet's damaged baggage report website, I get an error message "There was a problem in finding your details". So it seems that WestJet has closed my file and will not refund me the $****** in baggage fees that I'm entitled to as outlined on their website. I talked to an agent over the phone and all they offered me was $*** in WestJet credits which I do not want. I want the $****** I paid in fees to be refunded to me in cash equivalent. Thank you

      Customer Answer

      Date: 02/01/2025

      My full name is ****** ******* 

      Business Response

      Date: 03/01/2025

      The business responded to this complaint but requested that their response not be published

      Customer Answer

      Date: 03/01/2025

       
      Complaint: ********

      I am rejecting this response because:

      WestJet emailed me offering only $****** CAD when I had paid $****** in baggage fees and $****** in overweight baggage fees for this luggage. Im requesting that you please refund the entire amount totalling $******. The WestJet website states that Im entitled to a refund for all fees associated with the damaged bag. Feel free to remove the $*** WestJet credit and refund me the $****** back to my card or as a cheque. 


      Sincerely,

      ****** T

      Business Response

      Date: 06/01/2025

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

      Customer Answer

      Date: 07/01/2025

       
      Complaint: ********

      I am rejecting this response because:
        But youre the Team Lead of ************************ cant you look into why Im only being refunded half of what Im owed? Ive already provided all of the receipts and documents. Please put a note on my file that I should be refunded $******.
      Sincerely,

      ****** T

    • Initial Complaint

      Date:02/01/2025

      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.
      Dear ********** I am writing to formally lodge a complaint regarding the handling of my delayed baggage, which has caused me significant inconvenience and financial loss. My baggage was delayed for seven days during my recent trip, forcing me to incur approximately $***** USD in additional expenses for clothing, female products, and medication. I filed a claim for reimbursement through the correct channels, referencing file number **********. Despite this, the support agent **** and his manager Lean ignored all notes on file and only offered me $*** CAD for my inconvenience. This amount is insufficient to cover the expenses I incurred due to the delay. Furthermore, I requested that this matter be escalated to a supervisor, but I was denied any additional communication with upper management. This lack of responsiveness and inadequate compensation has left me extremely dissatisfied with WestJet's customer service. I kindly request that you review my case #********** and reimburse me for the full amount of $***** USD to cover the expenses I incurred due to the delayed baggage. I believe this is a fair resolution given the circumstances and the inconvenience I experienced. I look forward to your prompt response and a satisfactory resolution to this matter. Sincerely,

      Business Response

      Date: 02/01/2025

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

    • Initial Complaint

      Date:19/12/2024

      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 booked flight ftom ******* to ******** booking no ************and Flight reference was -******.departure time was **** but they keep changing q****** **** than **** , i caled them to compensate fir my mom ** year old and daughter *** year old cant sit there fir long time its hard for them they just want to give me meal voucher i asked them For any lounge for my daughter and mom have heart issure she cant sit or walk fir long she need rest in between but they said she cn walk if no she can sit rude with me said cant do anything or i can cancel my flight why do i need to cancel i have lots plan i cant cancel them but they told ne directly i have to take care of that how can i at ****** i was prepared for 3 hoir flight not for ** hoir i need full refund of my ticket .they are so careless even dont bother about infant or old age lady .

      Customer Answer

      Date: 31/12/2024

      Hi,

      I got this message from the airline:-

      "Hello ********,

      Thank you for contacting the Better Business Bureau

      I appreciate you reaching out to us regarding your recent experience. I apologize for the inconvenience caused by the delay of your flight. I understand how frustrating this can be and appreciate your patience unfortunately, we do not offer complimentary lounge access for flight delays. However, you are welcome to purchase access if you require to use the lounge facilities while you wait.

      Regarding your interaction with our agents, please know that they were not intending to be rude. Their aim was to provide you with the available options: either waiting for the delayed flight or canceling your ticket for a refund

      As for your request for a refund for your flights, I must respectfully decline, as the flight delay does not meet the criteria for a refund and you were able to fly the following day period if you wish to pursue compensation, I encourage you to submit a claim through a website at Air Passenger Protection CLAIMS. A specialized team will review your claim and advise if you have been approved for compensation based on the Air Passenger Protection Regulations. Please note that compensation claims cannot be requested or processed over the phone.

      Thank you for your understanding and making WestJet part of your travel plans.

      Regards,

      ****
      Guest Support Senior Specialist

       

      This is absolutely not acceptable as they had cancelled the flight after waiting ** hours at the airport and they have no option to make passengers travel on same day and they rebooked flight for next day. We had make our days off from work as per the previous flight schedule. We loose our money , our time and moreover our holiday trip. I need proper compensation from the Airline. They can not deny it. Please help me out.

    • Initial Complaint

      Date:13/12/2024

      Type:Product Issues
      Status:
      Resolved
      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 30, 2024 date of transaction Paid $*** to WestJet for baggage expense, but WestJet cancelled the flight as they were on strike.Tried to contact WestJet repeatedly through email and phone with no response.Seeking full refund as we never went on the flight that WestJet cancelled.

      Customer Answer

      Date: 16/12/2024

      Nature of Complaint: WestJet charged me for my bags however they cancelled the flight because they went on strike. 
      Date Problem Occured: Flight was scheduled for July *, 2024
      Date(s) Complained: July **; July 22; August ** ** *** *** *** October **, 2024 - sent multiple emails with no resolution
      Purchase Date: June **, 2024
      Salesperson: WestJet Guest Support Team
      Product/Service: Bag Expense

      Flight #:****** and ******

      Purchase Price: $*** for 3 bags - see attached receipts

      Payment: VISA

      Disputed Amount:
      ********

      Business Response

      Date: 02/01/2025

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

      Customer Answer

      Date: 02/01/2025

       
      Better Business Bureau:

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

      Sincerely,

      **** ******

    • Initial Complaint

      Date:06/12/2024

      Type:Product Issues
      Status:
      Resolved
      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 ********* fare for a return trip from ******* (***) to **** (FCO) departing Oct **, 2024 (****) and returning Nov *, 2024 (****). Reservation code was ******.I ended up in the hospital in ***** and we tried to change the return flight and Westjet would not allow us to do that. We purchased the ********* fare specifiaclly for the ability to change the flight if needed. We were able to get a partial refund (in Westjet travel bank $'s) of $******* and had to book one way tickets Nov *, 2024 (****, reservation code ******) for a cost of $*******. I am looking to get a refund of the difference of $******* that it cost me because Westjet would not allow us to change the flight. I have tried to contact Westjet multiple times on this and have been ignored or redirected at every turn. Not only were they terrible to deal with from the hospital in *****, I have not *** able to contact them since returning home.

      Business Response

      Date: 11/12/2024

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

      Customer Answer

      Date: 15/12/2024

       
      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:22/11/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing you regarding the lose of my purchased seats. We booked our flights for our honeymoon at the beginning of October. On November *** we looked at my app for the count down I notice that the premium seats I upgraded and paid for had been changed by WestJet. I purchased these because it is our honeymoon and it was a compromise for myself and husband that doesnt like to fly, he wanted the direct flight, and I wanted comfort and to spoil myself a little. Thank you for switching planes, not keeping us in the seats that we purchased, and thank you for auctioning off our would-be seats. Also thank you for not notifying us of the change and for trying to steal from us. Its great to know what kind of company you are. After our horrible flight in January 2024 with WestJet this was a redemption booking and you all fail. I will not be booking with WestJet again if I can help it

      Customer Answer

      Date: 22/11/2024

      We bought tickets to ******, I paid for upgraded seats, after we booked as my husband wanted the direct flights for our ********* and we could upgrade during seat selection. I have spoke to WestJet customer service after she moved us to the exit row seating after we discovered our premium seat had been bumped and she claimed that nothing was available in premium anymore which is a *** I can place a bid for the same seats I already paid for. This is basically saying we want more money and youre not important and they were going to issue a refund if we hadnt noticed 

      Business Response

      Date: 02/12/2024

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

      Customer Answer

      Date: 02/12/2024

       
      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:08/11/2024

      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.
      June 30, 2024 $1,036.90 I have been attempting to contact WestJet for a flight disruption that took place on June 30, 2024. I am seeking compensation for an additional flight I was required to book due to WestJets negligence in rebooking a canceled flight. During my attempts to contact WestJet my emails have been ignored and I have been hung up for recording a call that is already being recorded while trying to navigate this issue.*Recording available - unable to upload to form WestJet has no interest in attempting to resolve this issue. It is my believe that they hope their lack of willingness to find a solution will be a deterrent and result in myself and others giving up on being reimbursed for their negligence.

      Business Response

      Date: 18/11/2024

      Hello ****,

       

      Thank you for contacting the Better Business Bureau. They have reviewed your concerns and requested that I respond

       

      Upon review I can see that you have submitted your expense claim 7 days ago. We are still currently working on claims from the end of July. We cannot expedite your claim or provide a estimated time for a response due to our high volume of cases.

       

      As far as your APPR claim goes,  a specialized team reviews all APPR claims, we trust that the outcome for your reservation was validated through the extensive process and the assessment was accurate. We recognize that you remain dissatisfied; however, all decisions are final. We're unable to make any exceptions to this outcome or to escalate this any further. Please contact the ****************************** (***) if you wish for mediation.

       

      Regards,

       

      Marc

      Guest Support Senior Specialist

    • Initial Complaint

      Date:08/11/2024

      Type:Billing 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 through my CIBC reward points with WestJet.All went smoothly and I was set to fly out to ******* from ******* on the 6th of October.However, hours before we were supposed to depart, Florida issued a state of state of emergency and a 5 day flood watch for where we were staying. Shortly after, a hurricane watch was issued.Hurricane ****** was the worst hurricane Florida has seen yet. I am thankful we did not get on this flight, because ****** was supposed to turn into a category 5 hurricane the day after we landed. However, it switched early and we would have been MID FLIGHT while it happened. Their airports were shut the next day and flights were cancelled; which would have impacted my flight home. Do you think ******** cares? They charged me a ridiculous cancellation fee per ticket. They make profit off of natural disasters and hurt people. They offered me a credit, which needs to be used by a certain date, and are charging me a ridiculous cancellation fee (upwards of $200+ per ticket) to re-book my flight I think this is preposterous and its a wonder nobody wants to fly with them anymore.If this does not get resolved, I will be contacting everyone and anyone I can and letting them know WestJet prefers for you to fly into hurricanes... as long as they make money. They are NOT customer friendly whatsoever. It would cost me less (approx. $250) to book two tickets with a decent airline instead of using their credit. Make this right, WestJet.

      Customer Answer

      Date: 08/11/2024

      Hi there. The airline code that was registered with WestJet is: JEXCLN.

       

      thank you 

      Business Response

      Date: 18/11/2024

      Hello *******,

       

      Thank you for contacting the Better Business Bureau. They have reviewed your concerns and requested that I respond

       

      I'm sorry for any confusion regarding the $200 cancellation fee per ticket you were charged. As your booking was made through a third party company, ****, we must adhere to our contractual agreements, which prevent us from processing direct refunds for such bookings or charging any fees. The only thing that we can refund is charges that are made directly to WestJet such as the seat fees that were directly refunded to your original form of payment. It is important to know who is charging these fees before attributing blame to WestJet. We encourage you to seek accurate information for clarity on such matters.

       

      We kindly advise you to reach out to CIBC directly for any refund requests related to the cancellation fees, as this fee is determined by them and not WestJet. They will be able to assist you further with your inquiry.

       

      Additionally, we would like to address any concerns or misconceptions that WestJet profits from natural disasters to harm our guests. This claim is absolutely incorrect, and we strive to act with integrity and care during difficult times. We encourage you to seek accurate information before attributing such motives to our company.

       

      Thank you for your understanding.

       

      Regards,

       

      Marc

      Guest Support Senior Specialist

    • Initial Complaint

      Date:30/10/2024

      Type:Product Issues
      Status:
      Resolved
      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 *****/2024, we were a group of nine people from * reservations of ****** and ****** which fled from *********** to ********* via *******. However, because of aircraft machinery issues, the flight was cancelled. We were rearranged to enrouted to ******** by Canada North airline, the Westjet aircraft again to *******, then next day morning flight to *********. Glad that Westjet provided accommodation in *******. However, meal vouchers were given CAD ** (4 mastercard vouchers of $** each), but the case was only ******** accepted with reluctant manner. And all other restaurants in the airport rejected to accept that meal voucher. Although the meal vocuher shows the validity to */2026, it cannot be used anyway.I did phone WestJet and the reply was "I don't know and I cannot do anything". I think it is a kind of cheating to passengers.

      Business Response

      Date: 12/11/2024

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

      Customer Answer

      Date: 12/11/2024

       
      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,

      ****** ***

    WestJet Airlines is NOT a BBB Accredited Business.

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