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

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.

Initial Complaint
Date:24/10/2024
Type:Billing 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 Thursday October 3 my daughters and I were on an 0715 return flight from ******* to ******** with a stop in *******. Somewhere mid flight there was a garbled announcement about those proceeding to ******** and *********On arrival in *******, there was 12 minutes to go from one end of the airport (D) to another (C).We ran as fast as we could as the complimentary transport was all taken with Edmonton ************* an 86 year old, I knew there wasn't a hope for me but for my much younger children, it was explained that boarding had happened and the gates had been closed for up to 10 minutes.If you sell tickets with that kind of connection, you have some responsibility to assure that can happen.This old and tired lady was not impressed to have to rebook and sit around. I did accept the responsibility to manage an exit row, which was foolish. I was on WS 185 at 1205 and home at 1.25 economy seating.
Customer Answer
Date: 25/10/2024
My daughter will have to find the airline info from her iPhone and I wont be able to get this to you within the required 2 days
Customer Answer
Date: 04/11/2024
I am guessing that you did not receive the codes for reservations.
Reservation code HKTWBI
Ticket numbers ************* ***** ********
************* ********* ********
************* ***** ********
I have not been asked for anything more
Business Response
Date: 15/11/2024
Good afternoon *********,

Thank you for sharing your concerns with our partners at the Better Business Bureau. My name is Will, and my team represents the executive leadership team at WestJet.

*********, on behalf of WestJet, please accept my sincere apologies for the flight interruption you experienced on October 3, 2024. It is never WestJets intention to disrupt our guests travel plans, but there are times when a situation arises suddenly and cannot be avoided. I can confirm that the reason that your flight was changed was due to a proactive re-accommodation which was required as a result of the delay that impacted WS0409.

Most of the time, these changes prevent further delays to our guests, but there are times when we cannot match the specific seat that they booked originally. I apologize for any disappointment you experienced in being moved from your original seats to the exit row. While I understand that you may have preferred your original seats, please know that the exit row offers enhanced comfort and extra leg room.

With that said, I apologize again for the interruption you experienced. I sincerely hope WestJet has the opportunity to serve you better in the future.

Kind regards,

******* *******
Guest Support Senior Specialist | WestJet | **********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
Initial Complaint
Date:22/10/2024
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.
Dear WestJet Customer Service,I am writing to bring to your attention an issue my wife and I experienced on WestJet flight ****. We had purchased premium seats for this flight, as indicated on our booking, and paid an additional upgrade fee that exceeded $***.However, shortly after boarding, the flight attendants appeared confused and, to our surprise, we were asked to give up our premium seats for a couple traveling with a baby, despite having purchased and reserved those seats. The flight attendants informed us there were only *** passengers on board, so it was especially confusing as to why this seat mix-up occurred.Given that we did not receive the premium experience we paid for, I am requesting a full refund for the cost of the seat upgrade. I trust WestJet will rectify this situation, as this was an unfortunate and frustrating experience on what was otherwise meant to be a pleasant flight.I appreciate your prompt attention to this matter and look forward to your response.**** **********
Customer Answer
Date: 22/10/2024
Our confirmation code was ******.
My ticket number was ***************

My wife ******** ticket number was ***************
Business Response
Date: 30/10/2024
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 30/10/2024

Complaint: ********

I am rejecting this response because: when I go the the site it says it is unavailable. I am out close to $*** because of your staff's negligence. I would like my refund. Thanks.

Sincerely,

**** **********
Business Response
Date: 05/11/2024
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 05/11/2024

Complaint: ********

I am rejecting this response because: this was not an upgrade for a flight delay or cancellation. It appears that is what the website says. This was a paid upgrade that we were MOVED from on a plane that took off. This needs to be resolved. I am out around $*** due to this.

Sincerely,

**** **********
Initial Complaint
Date:16/10/2024
Type:Service or Repair 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 Airlines ruined my Once in a Life time trip/vacation/*****. Whole experience with WJ, Start of Holiday was Frustrating, Stressful, very expensive. A Big waste of time for both myself and my sister.Strike action/Mechanics No assistance offered. Despite what ** claimed and what they offered and Never followed through with. Westjet was impossible to contact. Over * hours in queue to get any help or any information. Unable to cancel my flight. Also tried continuously prior to the scheduled flight to ******. Not knowing if the strike would continue past our flight date (s). WestJet's probability of fulfilling my/our flights or rescheduling with ********************** emails, were non existent to us. In reference, only my sister received any form of email, not helpful. I was not.Loss * days of our holiday. More costs to both of us, with our accommodations we had booked. This affected myself and sister. My sister was finally able to get into her ** account and finally cancel her flight. I was following the same instructions and logins etc. for my own WJ account. I did this continuously and noticed the menu's were different. I was unable to cancel my flight. Not able to successfully complete the cancellation transaction. This added more stress and worry for me and sister at the beginning of our trip. Very, very frustrating and more wasted time. i would definitely ask to have all of my money Refunded.I would ask that the government step in and Sanction/Fine Westjet.I am definitely a very unsatisfied customer with ************************** no accountability. Still no REFUND. I have been directed to fill out a questionaire/email form from WestJet and have been advised that the process could take up to a year. Unacceptable, time consuming and stressful financially. Out a lot of money.If I am lucky enough to be able to save up and go on another trip. I will definitely not be using WJ. ***************** Customer satisfaction, very poor rating.
Customer Answer
Date: 17/10/2024
Ticket #
*************
Business Response
Date: 21/10/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 23/10/2024
Complaint: ********* am rejecting this response because:
My complaint is unsatisfactory customer care, wait times in queue, unacceptable procedure and unavailability from WestJet. Not receiving emails on how to proceedNot being rebooked on another flight within ** hours as stated. Not receiving my Refund. After spending hours on hold to speak to someone at WestJet, over * hours in the queue, finally I was able to get through. I spoke to a person named *****. ***** stated and i quote, YES you are able to cancel your flights for both yourself and your sister ********* ******.Under Travel Advisory. Refund available on line up to 30 days and Refunded back to Original form of payment. No charge to Cancel or change destination or date.Advised there will he flight cancellations. Advised Only ** planes with WestJet in the air.***** instructed me on how to cancel our flightsStep * Managed TripsStep * Managed FlightsStep * plus our ID logins and passwordsI was successful and received a Full Refund to my original form of payment as stated. In the amount of $******* on July *, 2024. As instructed, ********* also followed the same instructions from ***** (WestJet contact) continuously and was unsuccessful. We would like an explanation and a Full Refund for ********* ******.Sincerely,****** ******
Business Response
Date: 31/10/2024
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:08/10/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to express my dissatisfaction with my recent experience flying WestJet from ******* to ******* on August **, 2024. I purchased two ********* tickets for a total of $********, expecting the amenities that come with this fare class, such as a carry-on, checked bag, extended legroom, and access to WestJets onboard entertainment via WestJet Connect, including Wi-Fi and device charging *************** my disappointment, WestJet used a Swoop aircraft for this flight, which was not advertised or disclosed at the time of booking. As a result, none of the amenities I paid for were available, and the experience was significantly below the standard I expected when choosing WestJet. Had I known this, I would not have booked this flight. I would have booked with a competitor who was offering better service, for the same cost. I believe this service falls far short of what was advertised and what I paid for. As such, I am seeking a refund of at least 50% of the ticket cost, as the service provided was comparable to that of an ultra-basic fare rather than the ********* experience I purchased. I have reached out to Westjet already, but they are declining any reimbursements, or vouchers, so now I am coming to the BBB for resolution. I am prepared to escalate this matter as Westjet is falsely advertising their services, and charging more than what they are providing.
Customer Answer
Date: 08/10/2024
Hello, I have attached the ticket receipts for both passengers, the reservation code is ******.
let me know if you require anything else
Business Response
Date: 21/10/2024
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 21/10/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, I have received a email from WestJet and the ******** ******* this resolution is satisfactory to me.

Sincerely,

**** ******
Initial Complaint
Date:04/10/2024
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.
My family of **** was returning home to ********* from *******. I tried to check in on line and was requested to check in at counter to verify passports. We went to the WestJet counter and got all checked in. The counter personel said we HAD to check in our luggage that it was too big. I looked up the measurements prior to flying out and we were all within the measurements. This did not make sense as we did not have to check our bags flying out . They offered to take our bags going to ******* since it was a full flight at no charge.When we were seated on the plane the person behind us carried on the EXACT same luggage that we were FORCED to check. I started looking more closely and most of the people carrying on luggage had the same size & bigger than what the **** of us had. Had we been able to get our online boarding passes without going to the counter we would have not incurred the cost of checking in * bags at the highest counter cost $***** each!!!! I took pictures of other luggage that was accepted and carried on for reference. The flower Dakine luggage is the same one we were FORCED to pay to check. The others were the same size and would have fit easily in the overhead bins. I wonder if WestJet is just taking advantage of those international people who Have to show passport and stop by the counter.
Customer Answer
Date: 07/10/2024
Ticket confirmation numbers

******

******

I was not on my computer over the weekend.
Please advise what other information you require.

Thank you,
******
Business Response
Date: 21/10/2024
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:03/10/2024
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.
On April *, 2024, I booked a flight from ******, ***** to ******, ************ (booking reference: ******) with WestJet. I received an email on April *** titled 'Your Itinerary' with the details of the flights (destinations, dates, times, and operators). Attached is a copy of this email and a screen shot of the document under the link 'Print Itinerary' (only check on July ****).On July ****, when I went to check-in for this flight, the WestJet app said "Trip not found". This flights did not exist. I had to rebook a new flight the day before departure, which was at a substantially higher cost. When I returned to look at the email of the itinerary there was a section in small print saying: 'We are currently processing your payment. If youve booked a full fare, youll receive a follow-up email with all your flight details, reservation code, ticket number and confirmation once your payment has been authorized.' I had not originally seen this disclaimer and I did not receive a second email saying my payment was not processed. I'm extremely frustrated that WestJet sent an email titled 'Your Itinerary' with fine print saying that the flights might not exist. I called WestJet and explained the problem to them (Oct *, 2024), but their response was that I need to read emails fully, including the fine print, and that nothing could be done. An unconfirmed itinerary should be stated in the title or in large print in the email. I believe this is deceitful business practice which predominantly victimizes elderly people. Upon looking at my credit card statement, I was not charged for the original flight, but the new flight that I booked the day before flying was much more expensive. I am looking for a reimbursement of the difference between the two flights. The original was around $*** and the new flight cost $*******. I would like reimbursement of $****.(Written by ****** *********** on behalf of ****** ***********)
Business Response
Date: 07/10/2024
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 09/10/2024

Complaint: ********

I am rejecting this response because: I would like WestJet to change their business practice of sending emails that look like a confirmation email, but aren't and with no follow up email saying a payment was rejected. In a similar situation, an email should be titled 'THIS IS NOT A TICKET' or, better yet, no email should be sent at all until the payment has fully gone though.

Sincerely,

****** ***********
Initial Complaint
Date:17/09/2024
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.
On July *, 2024, I was on a WestJet airplane that was delayed after landing on the tarmac in ******* for approximately ** minutes. I was also forced to check my bag when boarding the plane because there was no room for my luggage. I was told that my luggage would be available when I got off the plane, but none of the employees could find my bag. This resulted in approximately ** minutes more of searching. Ultimately, I missed my connecting flight to ***********. I was forced to rebook my flight, pay for hotel and meals, all at my own expense. I have contacted WestJet and received replies that they are behind in responding to complaints. This has been almost three months and still no resolution. I was forced to pay over $***** out of pocket for my flight and hotel. Also, as a result of the missed flight, my luggage was lost and not returned to me for over a month. I submitted all receipts to WestJet and expect full compensation. I have contacted an attorney and was told to exhaust all possible remedies before proceeding further.
Business Response
Date: 25/09/2024
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:13/09/2024
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.
I require a refund of luggage fees related to cancelled WestJet flight WS711 and to inform WestJet that one of their resellers appears to be committing *****.On August **, I purchased airfare through ******** to fly from ******* (***) on *****/24 at ***** AM and arrive the same day in ********* (***) at **** PM on WestJet flight number *****. On August **, I added transportation of luggage to that same flight. That cost CAD ******. I made that purchase directly from WestJet's website.On August **, I purchased a connecting flight from *** to *** to depart on ******24 at **** PM.Several days ago, I received notice that WestJet cancelled flight *****. I was offered a replacement flight to depart *** at **** PM and arrive in *** around **** PM. Unfortunately, this new itinerary would make me miss my connecting flight to ****Initially **** said they would rebook me on an earlier flight, one departing at **** AM. Unfortunately, **** decided they cannot do this. I don't know why. My wife had the exact same itinerary booked with a different travel agency which was able to rebook a **** AM departure from ******* without issues.This is the last email I received from ****:"We have checked the rules and restrictions from the airline but, unfortunately the schedule change on your itinerary is not considered to be entitled for refund and changes of the flight."I have yet to see whatever rule set they are reading to come by this official position. At minimum, it seems like poor business and it may be a ******* is inexplicable to me that I should be penalized because WestJet is no longer able to provide the ***** AM service that it sold **** need a refund from WestJet. Furthermore, I think WestJet should discontinue using ******** as a reseller. Such associations may do further damage to WestJet's reputation.
Customer Answer
Date: 20/09/2024
I discovered more about my rights here, which are clearly posted on the ********************** "Air Passenger Protection" website:
"If an airline (large or small) offers you alternate travel arrangements that do not meet your travel needs, you are entitled to a refund."
**************************************************************
Business Response
Date: 23/09/2024
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 23/09/2024

Complaint: 22281941

I am rejecting this response because:
I appear caught inside in a circular argument. WestJet claims it is the responsibility of the 3rd party (OOJO) to issue my refund. Meanwhile, **** agents have repeatedly claimed that OOJO cannot refund me unless and until WestJet allows it. In brief, I'm getting pushback and denial of responsibility from both groups.
Therefore, this grievance should remain open until either WestJet or OOJO agrees to close the loop by refunding me.
(Please read the attached one-page document, as this section does not allow more than 2000 words.)
In all, I purchased airfare in good faith. And I am outraged and disillusioned that WestJet and OOJO appear to have colluded in bad faith against me.

Sincerely,
****** *****
Customer Answer
Date: 27/09/2024
Hello BBB folks,
Many thanks for all your help!
What governmental agencies and/or media outlets do you suggest I contact to warn others about WestJet's ***** and drip pricing schemes?
Many thanks!
****** *****
Initial Complaint
Date:03/09/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a flight to ******* for my * daughters, * grandchildren and my self through westjet. I saved my last few paycheques since I was retiring as an ***. I booked * separate flights to use my westjet dollars. The trip was supposed to be ****** 24 they ended up in strike they day we were supposed to leave. They ended up separating my grandson and I and we flew to ******* and the rest of them just kept getting postponed until it was finally cancelled. My Grandson and I were stuck inCalgary for * days. There were no car rentals to be had, no trains and I ended up booking us a flight home with Flair which took advantage of everyone getting stuck and I had to pay over *****$ which normally from ******* would be about ***$each, Im guessing. I had to pay for 3 nights of hotels as well and to top it off they lost my luggage. *** tried so many times to call them, *** tried different emails that are on line and none of them work. I put in a complaint with the **** and they say its out of their control. Not once did they offer us a flight home once the strike was resumed or to our final destination. When we were at the airport we were told that we werent allowed to talk to an agent because they had nothing to do with bookings. I tried redialing *** times before I was finally put on hold and waited for * hours on hold so finally at * am I hung up. The day we were all supposed to leave I sat on hold for * hours before finally driving out to the airport. I cant afford this kind of money especially since Im unemployed now and I used my daughters credit card and need to pay her back. Thank you for your time
Customer Answer
Date: 03/09/2024
The reservation code for the for my westjet flight *********
Business Response
Date: 16/09/2024
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 16/09/2024

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:21/08/2024
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.
On ****/24, my returning flight home from ********* to ******* was cancelled due to the WestJet strike. At **** AM that morning we were told wed get updated flight information by text within * hours. That didnt happen. At **** AM I received a second text saying that WestJet was working to find a flight within ** hours. This also never happened. At **** am I received an email saying that WestJet was not able to offer any flights on their airline or a partner airline within ** hours of June ****. When logging in online to manage my reservation, it only gave me the option to cancel the already cancelled flight, there was no option to make any changes to the flight. When attempting to contact customer service in order to hopefully get a flight home on another airline, they were not accepting any online chats or phone calls to their customer service line. There was physically no way to get in contact with WestJet. Since I did not want to be stranded away from home by myself, I went and booked the very last seat on a Southwest flight to ******* that evening. Due to the fact that I had no other choice but to book a last minute flight, I ended up spending an additional $****** *********** CAD than my original WestJet ticket costed. I contacted WestJet for a reimbursement immediately upon my return to *******, and failed to hear back from their reimbursement department until a month later on August *. In their response they refused to reimburse the additional charge that I had to pay for due to their negligence and failure to provide alternate travel accommodations. They basically said we dont care that you were stranded, you knew the flight was cancelled and there is nothing we can do about it. They did reimburse the money of the flight that was cancelled, but are refusing to pay for the additional charges that I cannot afford right now which were incurred because of their own company. **************** has fallen flat during this entire process and it is maddening.
Customer Answer
Date: 21/08/2024
WestJet reservation code is ****** and ticket number is *************.
Business Response
Date: 09/09/2024
The business responded to this complaint but requested that their response not be published

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WestJet Airlines is NOT a BBB Accredited Business.