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:20/08/2024

  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.

  West Jet refunded my booked ticket last August **, 2024 two days before my flight which I didn't requested and I didn't cancelled . I was shocked when I arrived the airport and went to the check in counter and was told by the staff that I requested a refund and West Jet refunded it in full BUT I didn't requested a refund and I didn't asked for cancellation too. They Refunded it to a different credit card account which wasn't used to purchase the said ticket * months before the flight (June *******), the only info that was correct in their system was just my name but not my West Jet reward ID, was not my email address and wasn't my credit card account. And I was told by the staff they can't do something about it since it was refunded. So for me to be on the flight I had to book a new ticket which cost me **** for the new tickets. Called the customer service of ******** but I was on hold for * hours on that day and called them the next days but still on hold Called my bank about it too and they told me there was no refund deposited in my account and no refund requested.

  Business Response

  Date: 28/08/2024

  The business responded to this complaint but requested that their response not be published
  

• Initial Complaint

  Date:20/08/2024

  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.

  Due to the recent worker strike at WestJet, my husband, two children, and I had our flights cancelled from *******, ******** to *******, **. Certainly, I understand that "these things happen", but it's the reimbursement process that has caused us to be out of pocket just over $****. I went through the proper channels on the westjet website in order to submit my expenses, on July *, and it's now August **, and I haven't heard anything from them regarding my request. When rebooking our flights, the agent on the phone had told us that hotel, per-diem, and possibly other expenses would be reimbursed. I haven't even received an email or anything to confirm that my reimbursement request has been received. When I call westjet, there is no option to choose a number related to customer service, or complaints, or cancellation concerns, etc. ***** times now, I've been on hold with "booking" for over * hours in order to speak with a live person, but was not able to continue on hold. If using the online tools, I'm only redirected to " self-serve" which gets me nowhere. I feel like they are not taking responsibility for this and not offering any way of customers such as myself to contact them.

  Business Response

  Date: 26/08/2024

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

  Customer Answer

  Date: 29/08/2024

   
  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:06/08/2024

  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.

  Westjet Reservation Code: ****** 
  On June **/24, Westjet cancelled our flights from *** **** ** ******* due to Westjet’s employee problems. Try as we did to contact Westjet via the phone, it was impossible. It appeared that Westjet was not answering the phone at that time. We had no other immediate way to deal with Westjet as *** Airport does not have a regular attendant on site and the only time Westjet agents are there is when the daily flight is departing.
  
  On July */24, we were finally able to secure a return flight to ******* by attending at *** airport when the daily Westjet flight was checking in and the agents were onsite. The agents told us the soonest they could get us on a Westjet flight was July */24 and there were no other options for returning earlier. We accepted this arrangement as there really was no choice.
  
  I put in a claim for my extra costs on or about July **24. My extra cost being our hotel stay for 3 nights in New York with some food for the total amount of $********.
  
  I have heard nothing further from Westjet. Please see attached copies of the following documents:
  
  1. Copy of cancellation email from Westjet;
  2. Copy of Invoice for Hotel Stay for * nights and some food;
  3. Copies of our July 3/24 tickets.
  
  I look forward to hearing from you,
  
  ***** ***** 

  Business Response

  Date: 19/08/2024

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

• Initial Complaint

  Date:31/07/2024

  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.

  Booked a flight with WestJet paid for premium service which was to include row 1 seating, priority boarding, carry on included, free drink, WiFi onboard Was boarded *** on plane, rows **** and emergency row boarded first. No room for carry on, no WiFi, was told no free drink(alcohol that was paid for)Paid *****/seat there and back same issue. Paid ****** for services not received. Was sent a reply that sometimes are completely sold out and carry on baggage has to be checked!!That was it!!

  Business Response

  Date: 14/08/2024

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

  Customer Answer

  Date: 14/08/2024

  I received an offer of ****** for as they say the full amount of the seating, but the amount I paid was *****/seat x *.  The other services I was to receive

  I was not given either.  Priority boarding, drinks, and of course the comfortable seats.

  I have filed another form with WestJet for the downgraded seat request and now I am waiting to hear back from them.

• Initial Complaint

  Date:29/07/2024

  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.

  My day could be going much better, thank you, except due to the Fact that I had to fly back on Saturday, July ****, 2024, from ***********, ********** to *******, ******* ****** due to a family emergency involving my ** year old mother just passed away during my flight at **** a.m. (e.d.t.).This Very Expensive One (1) Way Ticket cost me $****** Total!Typically, when You Are Flying For A Bereavement Purpose, You Get A **% Discount Off Of Your Ticket As Long As You Can Prove It and I Received Absolutely Nothing From WestJet Airlines For My Mother,******************************** Bereavement In Which She Will Be Buried Today On Monday, July ****, 2024!In Addition: My flight overall was Very Uncomfortable due to the reason that when You Pressed The Button For The Seat To Move Back, Nothing Happened!I Slept Very Little on that flight!Lastly, the Inflight Snack **************** Was Also A Disaster!The Flight Attendant told ME that the reason of Why we Never Received Any Snack **************** was because of the Turbulence, but they had Plenty Of Time To Serve Us Something In Between The Turbulence!In Addition: The Flight Attendant also told ME that theydid Serve Us Later, but claimed that I Fell Asleep!How Could I Sleep On That Plane when it was So Difficult As Explained Above?In Addition: It did NotAppear that Anybody In My Row Ever Got Served Anything During The Duration Of The Entire Flightsince I was sitting at the Aisle Seat and Would Have Noticed And/Or Felt Something!Sadly, I receivedNO Snacks Or Drinks During My Whole Flight and it was Not until we were Departing that I went up to the Flight Attendant To Ask For Something To Drink Since I Was Totally Dehydrated During My Flight, Let Alone Crying For Most Of The Night And Not Being Able To Sleep Due To The Very Uncomfortable Seats That Would Not Even Go Back One (1) Single Inch!Enclosed, in the attachments, please find copies of my Airplane Ticket for your reference and further review. Thank you.

  Business Response

  Date: 30/07/2024

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

  Customer Answer

  Date: 30/07/2024

  i accept,

  can the voucher be used by my friends or can i give it to my friends?

  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:22/07/2024

  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.

  We flew with west jet back in march for my daughter ***** competition! i paid extra for the seats to be together when we got to the airport my ************************************************************************************************** the back of the plane. Why would i pay for the seats and not get reimbursed for what i didn't get? i am totally discussed with westjet.

  Business Response

  Date: 31/07/2024

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

• Initial Complaint

  Date:18/07/2024

  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.

  Last June my friend bought me a $** ** for ** for my birthday. Turns out West Jet will only let you use a ** with a credit card when you book travel so I havent been able to use it. I have a ** credit card so I always fly with their WJ dollars.I called and spoke to customer service (multiple times) who then told me to wait until they have their WJ dollars on sale and I can use the *** Perfect, I wait and tried to buy them in early June this year but was told its a third party so I cant use ***Im beyond frustrated as a ** is cash. I ask ** to help me use the *** what can I buy? Id be happy with anything at that point (lounge, seat upgrades, etc). They advised it can only be used towards flights. When I said I will never be able to use it because I have their card, the supervisor advised there was nothing they could do.

  Business Response

  Date: 24/07/2024

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

  Customer Answer

  Date: 24/07/2024

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

• Initial Complaint

  Date:17/07/2024

  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 mother's name is ***************. She booked a flight from the third party company(*****) and the flight **** is the Westjet which is on June ***, 2024 ****pm. The **ticket number is **************.We arrived at ****pm. I drop-off my mom in the international airport at ****pm. She walked to the Westjet luggage check-in area. I went to park my vehicle in ** international parking lot. After I met my mom in the airport. The front desk server who is a girl is Korean asked us went to the special line to do the luggage check-in because my mom is holding the Chinese passport. There are around ** Chinese customer families. But, it just move a bit after **mins. The supervisor told me they cannot let us check-in because we didn't come before the cut-off time. But the cut-off time is ****pm, we had been there before ****pm. He is making a reason to rejecting us to catching the flight.#no enough space, please read the complaint letter from the Upload Supporting Documents, Thank you!

  Customer Answer

  Date: 17/07/2024

  So ***************, my Mom she ask me to complaint the Westjet. However, she has not idea how to use English at all. So I wrote all the things when she spoke Chinese behind me. 

  Business Response

  Date: 24/07/2024

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

  Customer Answer

  Date: 24/07/2024

   
  Better Business Bureau:
  
  

  Thank you for your contacting. I will provide the Itnerary forward to you which is from *******(***) to *****(***) on July **,2024. 
  Reservation code (six letters) or ticket number (13 digits):?*************
  
  Full name of one of the guests travelling on the reservation:  ***************
  
  If you are not one of the guests on the reservation, your full name: *********************
  
  
  
  AND one (1) of the following details:  
  - Flight dates along with departure & arrival cities: Departure city: *******(***), Arrival City: *****(***)
  - Email address associated to the reservation: *************************
  - Phone number associated to the reservation: *********** ( this is Chinese phone number)
  - Date of birth of guest(s) travelling: ********** **** ***** ****)
  
  
  I appricate your following, hopefully those infos can help you moving forward on my case!
  
  
  Best Wishes,
  
  
  ****** ****.
  

  Business Response

  Date: 24/07/2024

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

  Customer Answer

  Date: 24/07/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  My mom, *************** is not the only one who didnt catch the flight. There are two guests who came to the airport over *** hours before the flight. It is over the time you recommended arriving in the airport. So this is not an isolated occurrence. And always there are only two desk for Chinese passport holders, even though you(the westjet) actually already knew every Chinese passport holders need more time than others to do the luggage check-in. And also, as the policy that South **************** updated one years ago, Chinese passport holders dont need to apply any **** if they go to ***** with transition. That means you guys dont need to call ***** while we are doing luggage check-in. However, because you guys dont know this policy and never renew the system, the check-in takes way more time to impact the guests to catch the flight on time. that is exactly the westjets problem. And then you put the issue to us and telling me it is our problem. We arrive on time, *** hours earlier is just a recommend arriving time. If we go through the new policy while luggage check-in, no one will miss the flight. Unfortunately, you guys are still using the old policy to every Chinese passport guests. 
  
  ****** ****

• Initial Complaint

  Date:10/07/2024

  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 Sunday June ** I was scheduled to travel from *********. To ********. Then to ***** on flight ws **** that got canceled on me I found out Sunday morning at 1 am which was cancel tried to a hold of west jet no luck the flight. Was rescheduled for Jul * out of *********. I had Iconcerns So I went to the airport talked to three representatives trying to get out a flight the same day on Sunday no luck so I requested to be put on an Air Canada flight the next morning, but was told that they would be able to get me out so at * am Jul I got a txt message That they had canceled my flight and wont be able to get me out until July * now at * PM which ruined my vacation so so I had to book a flight with Air Canada and I paid $*** I am unable to get WestJet to refund me part of my trip or refund me the $*** so I wanna file a complaint.

  Customer Answer

  Date: 10/07/2024

  Here is info you requested i have attached my boarding pass  the number you are looking for is *************

  Business Response

  Date: 22/07/2024

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

• Initial Complaint

  Date:10/07/2024

  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 partner and I were scheduled to fly out to ************ from ******* on June **** 2024 at ****pm. Flight Reservation ******. We boarded the plane at ****pm, all were on board and waited for take off. An announcement was made that one of the instruments was not working properly and that maintenance was on the way. We waited, another announcement said the issue was fixed and we were waiting for a sign off. Maintenance signed off, the plane moved out to the tarmac. At *pm we were told we were returning, ****pm we were told to deplane. We got off of the plane and we were told that we would have more information in two hours. We retrieve our luggage and one of my checked items was pretty smashed up (photos attached) about ** minutes after deplaning I received an email that our flight was rescheduled to June **** 2024 ** hours later. My partner spoke to a West Jet employee and asked if hotels were being offered. We were told that because we departed from ******* and were not on a connecting flight we were only getting food vouchers. Now we were stranded in *************** with no way back to ****** or *****************. We arranged to take the ************** back to ****** at ****pm. 3 hours after we deplaned we received an email with hotel accommodations for ONE night. We had reservations at a hotel in ************** in which we could not get a refund for. West jet informed us that the delay and cancellation was beyond their control which I disagree with. We were told the issue was fixed and that the mechanic signed it off which is not only falsifying information but very irresponsible. Spending * hours on a plane and given warm water and a pack of pretzels is not compensation enough for me. Especially being diabetic. I believe my partner and I both deserve compensation for the delay, for the cancellation, for the hotel money lost and for the destroyed checked item.

  Business Response

  Date: 22/07/2024

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

  Customer Answer

  Date: 22/07/2024

   
  Complaint: ********
  
  I am rejecting this response because: It was absolutely disgusting how we were treated by WestJet regardless if they claim it was not within their control Fact of the matter is that WestJet Maintenance signed off on the work that was done, a document that states that we were ok to fly. If this issue was not fixed our safety was neglected. Sitting on a plane for **** is unacceptable regardless of the issue. I believe there was no issue but it was too late for the Crew to fly to ************** and back. As for my damaged item. The website would not let me upload photos due to their Upload size Restrictions being so small. We were offered a hotel for one night after the fact which tells me WestJet knows they were in the wrong and tried to cover their mistake. A billion dollar corporation feels that water and crackers is compensation enough certainly doesnt have the best interest of their customers in mind. 
  
  Sincerely,
  
  *****************************