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

  10 - 5533 Airport Way Kelowna, BC V1V 1S1

• 

  WestJet Airlines

  160-100 Princess Street Thunder Bay, ON P7E 6S2

• 

  WestJet

  A100 4141 Airport Rd Prince George, BC V2N 4M6

• 

  WestJet Airlines

  PO Box 24212 Vancover International Airport Richmond, BC V7B 1Y3

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:09/07/2024

  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.

  Our family of * was scheduled to fly on Westjet Airlines on Tuesday, May ** from ********, ****** to *********, *****. Our initial flight (from ******** to *******) was delayed for the publicly listed reason of "wait times with customs and immigration." This led us to miss our second flight with Westjet leading to a total delay in arrival to ********* of * hours from originally scheduled arrival. Given that this is a delay in control of the airline (the wait times in customs delay reason does not make sense for a domestic flight regardless), the Canadian Air Passenger Protections Rules clearly state that we are entitled to the *** hour delay compensation for Large Airlines which amounts to $*** per person which is a total of $****. We contacted Westjet through their normal channels and applied for the compensation and they denied giving this required compensation on the basis that retrospectively they now determined that the flight was delayed due to weather en route or at a departure airport (which is not in their control). There were no weather issues at **************** or during the flight and thus, by changing the "cause" of delay, they stated they could deny a Canadian Air Passenger Protections compensation. We have attached a copy of the official public cause of delay as listed by Westjet (which is also a requirement by the Canadian Air Passenger Protection Rules), but it appears that Westjet tries to use wording such as preliminary reason so that they can unilaterally change the cause afterwards which is also against the Air Passenger Protection Rules which states that a cause of delay must be given immediately. Thus, due to Westjet not following the Air Passenger Protection Rules, we are submitting this complaint.

  Customer Answer

  Date: 09/07/2024

  Hello:

  Our party travelled under two airline reservation codes from Westjet. The codes are ****** and ******. The names of the passengers are *****************************, ***********************************, *******************************, ***********************************, and *********************************. 

   

  Thank you,

  *****

  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:
  

  I already asked your own **** division (with the same attached references) to re-address the original claim and they rejected it stating the same thing (that this was a delay not in our control). Again, having your own division decide/adjudicate the decision is controversial at best and on top of that, changing the cause of delay retrospectively is also a questionable practice. Ultimately, I will take this to the ********** of Canada **** division and I will also explain to them that we gave both your own internal **** division a chance to re-address the original claim and that now we have also contacted Westjet directly through the BBB regarding reconsidering this claim and that on both counts, both Westjet and it's own Internal **** Division are saying in writing that they were not at fault for this delay, that they were in their right to change the cause of delay, and that they are not liable for an **** claim. 

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

• Initial Complaint

  Date:04/07/2024

  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.

  I bought a ticket travelling from *** to ***, I got no announcement what so ever, and suddenly when I arrived at the airport, to my surprise my flight was cancelled, there is no one that represents WestJet at the **************** to help me, the customer service line left me on hold for * hours almost making me miss my window to fly to ******* to catch the rest of my flight, I wasn't compensated, I wasn't refunded, the stewardess that was representing WestJet at the counter simply said she is not part of WestJet and we have to contact Customer Support on the phone for them to help us, thus the * hours hold, they took money from me, they didn't deliver the service, and they refuse to communicate or compensate **** almost missed the rest of my flight because of them and I spent *** dollars just so I can hurry to ******* before my flight is missed. and what scares me the most is that my return flight on the **** of July is with them too, will they cancel that without any prior announcement too? I won't be compensated again, and will I have to pay for additional flight fare? This is unacceptable and unprofessional, I have never had such a horrible experience travelling in my life, and I travel frequently.

  Customer Answer

  Date: 04/07/2024

  The * digit code is ******, there was no ticket number issued, because the agent at the reception at the airport did not help at all, all they did was claim that they are not part of WestJet and that they are unable to check us in due to the flight being cancelled it was flight number ** *** *** ** ***, it is the first flight in the itinerary

  Customer Answer

  Date: 04/07/2024

  ****************** **********************************E ticket number *****************

  Business Response

  Date: 17/07/2024

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

  Business Response

  Date: 18/07/2024

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

• Initial Complaint

  Date:02/07/2024

  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.

  Dubious weather excuse and problem resolution from WestJet.Flight Number: ** **** Scheduled Departure: Friday, January *** **** PM Route: ****** (***) to ******* (***)Flight was originally delayed due to aircraft maintenance and ultimately cancelled due to weather at **** PM, however all other flights from *** to *** had departed. We were later advised that it was only closed to this aircraft, however there are numerous of the same aircraft flying from other destinations to ***, departure at the same time and arrival at the same time.Flight itinerary was removed/deleted, and no support from WestJet provided for any travel return home for at least * days (APPR Guidelines dictate that even "weather" cancellations need to be accommodated within ** hours). We were also unable to contact WestJet at all to reschedule.Alternate transportation and flight was purchased by myself, to arrive home.All information is included in a formal letter attached to this complaint.WestJet is denying:-APPR Compensation for violating APPR and my rights. They claim that due to weather, they do not require to support me in travelling home in a timely manner. APPR regulations show otherwise, and they blatantly disregarded it. E-mail correspondence attached.-Expenses incurred for travel return home. They claim that they do not owe me compensation as they had offered alternate travel plans that I had denied. This did not occur, travel was never rescheduled, we were abandoned in ***, and they refuse to provide any evidence of this offer. E-mail correspondence attached.-In any case, WestJet was entirely unreachable, via e-mail, phone or callback service, which was non-functional. In other words, WestJet was functionally non-existent and we were unable to contact them in any manner. Video evidence of such matter is recorded, however the file is too large to attach.

  Customer Answer

  Date: 05/07/2024

  Ref Complaint #: ********
  

  Hi, please accept my apologies, I had missed the prior message requesting for additional information as it had been redirected to spam.

  Our airline confirmation number was: ******

  WestJet ticket numbers were: ************* and *************

  Business Response

  Date: 17/07/2024

  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:

  Notably, this was a * part complaint.

  1st, was the **** issue. WestJet claims the flight was cancelled due to weather, however there were at least * additional WestJet flights (****** *** ******) that departed the same day and time as we were originally supposed to depart at, as well as many other flights from other Airlines and the same aircraft type departing around the same time and landing around the same time in ***. We claim this is dubious, and still have not received an explanation as to how this specific flight is the only one that got cancelled. Furthermore, if not dubious, WestJet has still failed to provide any sort of travel rebooking within the **** timeframe. 

  *nd, was for a reimbursement of expenses incurred due to WestJet failing the rebooking. WestJet claims that they offered a rebooking option, and is the reason why they are not refunding us. This did not occur, and we are still requesting for information and evidence of this from WestJet to substantiate their denial claim, however this is not being provided.

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

  Business Response

  Date: 25/07/2024

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

  Customer Answer

  Date: 28/07/2024

   
  Complaint: ********
  
  I am rejecting this response because: this still does not address any of the questions or comments. There has been no forthcoming fulsome information provided by WestJet, which we are entitled to. A bottom line conclusion does not meet WestJet's obligations per Decision No. ************, Subsection ***** requires carriers to provide passengers with sufficient information in the explanation provided when rejecting a request for compensation for the passenger to decide whether they wish to challenge the carriers rejection of their request.

  I would like to once again ask for the following information:

  What is the **** and Serial Number of the affected aircraft?
  Where did the alleged weather conditions issue occur (origin/en route/destination)?
  What was the nature of the alleged weather conditions affecting the flight?
  When did the alleged weather conditions become known to the airline?
  How did the airline learn about the alleged weather conditions?
  Were the alleged weather conditions unusual for the season?
  What minima or other regulatory requirements could not be met due to the alleged weather conditions?

  When and where did WestJet offer any sort of travel re-accomodation plans, that were explicitly declined by myself?

  Sincerely,
  
  *************************-*********

  Customer Answer

  Date: 01/08/2024

  Hi,
  I'm curious as to what constitutes as "the business made a good faith effort to answer your complaint". In all matters, they failed to provide any sort of information that whereas we are entitled to an explanation, and are also denying a claim of refund on the basis of something that never occurred, while also still not providing any information on that basis as well.

  All messages from WestJet in this complaint seem auto-generated that all decisions are final, however they did not provide any sort of information as requested or owed. 

  Thanks,
  *********

• Initial Complaint

  Date:27/06/2024

  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 Better Business Bureau,I am writing to request your assistance in resolving my complaint against WestJet Airlines. On **** June 2024, my wife and I were scheduled to fly with WestJet to Maui with reservation code ******. Unfortunately, our flight was canceled at the last moment, causing significant financial loss and inconvenience during our travels.We understand that flight cancellations can occur, but a lack of proper communication, mismanagement, and inadequate customer service leading to unforeseen expenses and missed activities is unacceptable. Our total estimated loss is about *** CAD, as previously mentioned, and it includes costs for the prepaid hotel booking of CAD ***, transportation expenses of CAD ** from the airport to the hotel (which was pre-arranged and was not refundable), and an estimated CAD ** for missed activities scheduled for the first day of our trip.Despite numerous requests for reimbursement and adequate customer service from the airline, ******************** has failed to respond or compensate for our losses. We missed a day of our vacation, and it was incredibly frustrating and disheartening to experience such a situation, particularly when WestJet's negligence was to blame.Therefore, I request WestJet Airlines to reimburse us for the hotel money loss, transportation expenses incurred from ************ to the hotel, and activities that we missed due to the flight cancellation. I appreciate your prompt attention to this matter, and I hope you can help me resolve this complaint against WestJet Airlines.Sincerely,***** *************************

  Business Response

  Date: 08/07/2024

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

  Customer Answer

  Date: 08/07/2024

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

  Westjet mentioned that they are reviewing the **** request and will provide refunds in ** days.  But I got mail from them rejecting any refund for the issue caused from their end. If they cannot provide full refunds for my stay, I would still require the compensation for the last minute cancellation. I do believe that this is not some last minute fault in Aircraft which made the flight to be cancelled, but it is carelessness from the westjet to throughly test the aircraft before flying ( as we have been boarded, aircraft was on runway and then they cancelled it) which make me eligible for the company as per their poliy. This made the worst nightmare for my family so far anywhere I flew .

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

  Business Response

  Date: 12/07/2024

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

• Initial Complaint

  Date:24/06/2024

  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.

  WestJet Confirmation Number: ****** 
  I'm trying to purchase seats for the following flight on the WestJet website but the currency is set to US dollars.
  
  There is obviously a problem with the system because this flight is departing from Toronto and I'm a Canadian citizen who purchased these tickets from Canada.
  
  I spoke to their live chat customer support and they were useless and could not change the currency setting for me back to Canadian dollars.
  
  I purchased these tickets from FlightHub Canada in Canadian dollars (see attached invoice). FlightHub is a Canadian company with a Québec permit holder #******.
  
  I'm requesting the currency on my checkout page be switched back to Canadian dollars so that I can buy my seats. I cannot pay in USD as my credit card will charge me an additional foreign transaction fee.

  Business Response

  Date: 04/07/2024

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

  Customer Answer

  Date: 04/07/2024

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

  Has the error not been fixed then? I just want to purchase the seats online. I don’t find it safe to give my card details over the phone. 
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 08/07/2024

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

• Initial Complaint

  Date:24/06/2024

  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.

  Hi. I have a flight with Westjet in ****** on June **, 2024 at ****am, from ******* in AB of ****** to ******. My family arrived at the ***************************** at ****am local time and started to line up. By ****am we reach the check-in counter of Westjet. Their agent seems new she asked me if I am a priority because it's a priority's counter. My wife and I have three small children of aged ** * *** ** As my knowledge, travelling with small children as consider as priority, it even states on their website. The issue is here, she sent us away from their priority check-in counter to their normal check-in counter. Indeed, it was a line-up in their normal counter's queue, so we wait until ****am or ****am, then we asked one of their agent who was standing, not sure if she was a team leader or manager, she told us that our flight was cut off to check-in any more checked bags at this time. I explained to her the boarding time stated at ****am, and it wasn't our fault, we can't leave our checked bags behind. She refused to help us out because we booked thru FlightHub of ******. I ended up to call the FlightHub for hours to get a hold of them because I didn't know who to call. Finally, I ended up to pay FlightHub for another $*** in total for two fees to get me on the next day flight just me alone, which is on June **, 2024, my wife and children were heading first to ******. Thanks God, otherwise, we would have to pay much more for another four more tickets. The reason I only file the complain and ask the Westjet for compensation, but not FlightHub is because FlightHub didn't cause this whole chaos. It was just because of a Westjet agent refused to check-in our checked bags that caused this whole situation, where I've lost one and half day of my * days in ******, plus I have to pay $*** more, and I have to stuck behind with our checked bags alone it was so ruined of mood. I am seeking for a reasonable compensate without any condition nor excuses from their side.

  Business Response

  Date: 02/07/2024

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

• Initial Complaint

  Date:24/06/2024

  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.

  Name: ************************* WestJet Rewards: ********* Trip: ****** Email: ******************* phone: ********** According to the offer published, I am entitled to $*** westjet rewards for using the voucher. The business claims that I didn't register for the offer on time but I have registered before booking. All I want is the $*** westjet dollars promised in the offer.

  Business Response

  Date: 04/07/2024

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

• Initial Complaint

  Date:11/06/2024

  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 the *** December 2022 I booked a flight to travel *************** to ******** on *********Within ***** (documented )I had to cancel my son air fair of $******* and the travel agency took a $******* cancellation fee, and to date no refund from the travel agency or *********On December **** 2022 our flight was cancelled from ******** because of bad weather and my wife and I had to take an alternate fly home via *****. No compensation to date.On a West Jet return flight back from ******** on May **** 2024 my wife and I had to pay $****** because we were told our two bags were not included in the airfare we paid for..For seniors of ** and ** I think that's not acceptable.

  Customer Answer

  Date: 12/06/2024

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

  Business Response

  Date: 25/06/2024

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

  Customer Answer

  Date: 02/07/2024

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

  See attached document

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

  Business Response

  Date: 08/07/2024

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

• Initial Complaint

  Date:11/06/2024

  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.

  I Booked a flight to ******* with Westjet and my flight was cancelled on the morning of the day I was supposed to fly. I was delayed for almost ***** and I had to fly to ******** from *******, **** over for **** and then got delayed another ***. Didnt get to my destination until almost 24hrs later than I was supposed to. I filed a claim with Westjet and they said they cannot approve my claim

  Business Response

  Date: 20/06/2024

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

• Initial Complaint

  Date:22/05/2024

  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 Feb **, 2024, my husband, my daughter, and I was supposed to take Westjet's returning flight from *********** to *********** via ******* (flight No. *****, and *****) after our visit to ***********. Unfortunately, due to Westjet's mechanical problem, the flight was cancelled. So, my family had no other options but to find a last-minute expensive hotel and purchase a different return airline tickets. Also, this unexpected delay caused us to pay extra money to the luggage storage at *****************. With all the proof of expenses mentioned above, I communicated with Westjet multiple times but all requests have been rejected to reimburse for my family's additional cost caused by Westjet's delay (with written thread). Now, I have no other options but to filing this complain to BBB and hope BBB can help me, a consumer, to explore a solution with Westjet. Thank you!

  Business Response

  Date: 03/06/2024

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