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 Airlines

  13 4141 Airport Rd FORMER: reportable Prince George, BC V2N 4M6

• 

  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

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:14/05/2024

  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.

  1. Trip to ******* ** for medical purposes left on Jan ****. 2. Jan **** Cranbrook Flight to ********* with * hour lay over then Fly to ******** 3. 3 days in ******* for medical and family visit. 4. Jan **** ******* flight to ******* with * hour lay over then connecting flight to ********** 5. Jan **** During take-off received email notification on the Flight to *************** for connecting flight to ********* that Aircraft was having mechanical issues. Further email to follow. 6. Evening Jan 30th - On Arrival In ******* we were advised that no flight seats to ********* were available. We were advised to get a hotel for the night and would get Meal vouchers ($***). - Done 7. During the evening spent 3 hours on the phone trying to contact West Jet - multiple phone trees and no contact with any agent. 8. Finally we contacted Maritime travel 24 hr emergency contact who had booked our trip. The ** hour Maritime Agent was given the info and would call us back. About 10pm got an email from ******** with new flight plan. 9. NEW Plan was Fly ******* to ********* morning Jan 31st. Lay over in ********* and get ***** and ***** ( about a 30 hour lay over)10. Depart ********* back to ******* On Feb 1st arriving at ********* ***** and meals again in ******* over night . 11. Then plan to Depart *************** to ********* the morning of Feb 2nd. 12. Jan 30st around 11:30Pm we contacted Maritime Travel 24 hr agent to get approval for car rental in ******* to drive back to ********* on Jan 31st instead of ******* to ********* Back to ******* and go to ********* over 3 days. Maritime Travel got approval for a car rental for Jan31st, but we had to pay for the car with reimbursement from ******** at a later date. New 3 day plan was declined and cancelled by Maritime Travel (******* to ********* back to ******* then to *********) Seats were cancelled and we appropriated a rental car which was reserved for us, for the morning of Jan 31st and we drove home. We paid for car rental, gas and our own meals for the * hour trip.13. Shortly after returning home West Jet refunded the seat flight portion of ******* to ********* for my wife and myself in the amount of $*** and change.14. To date we have not received any reimbursement or compensation for the rental car, gas and meals for Jan***t.15. Our Travel Agent after we returned home applied for the $**** per person under the Air Passenger Rights as well as compensating us for the Car rental, gas and Meals back to ********* We were advised by Maritime Travel April 1st that West Jest had rejected the claim as missing or incorrect data supplied. 16. Maritime has since resubmitted the claim a second time. As of April *** we have had no resolution to the car rental, meals, and gas or the $**** Passenger rights claim.To date we still have not been reimbursed for the rental car in the amount of ****** ********** on the trip home $***** in ********* Alberta plus the gas final fill $***** in ********* TOTAL: $******

  Customer Answer

  Date: 14/05/2024

  As per your request

  Six digit Airline Check in  -   ******

  !3 Digit Ticket #

  *********************** - *************

  *********************** - *** **********

  Customer Answer

  Date: 15/05/2024

  Forgot to include the Car rental amount for rental, gas and food for driving home from ******* to ********* in the Amount of  $431.00 + meals

  Business Response

  Date: 28/05/2024

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

• Initial Complaint

  Date:07/05/2024

  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 am writing to file a formal complaint against WestJet concerning several issues I encountered during the check-in process at *** for my flight ****** on ****2024 1. Check-in System Inadequacy: Despite providing all necessary documentation for my ** **** and adhering to the automatic **** validation process for entry into *****************, the WestJet check-in system failed to recognize my status and none of their agents were familiar with the regulations. This resulted in an extended check-in time of over 1 hour, which nearly caused me to miss my flight due to system limitations.2. Luggage Size Mismanagement: I was compelled to check in my luggage and pay additional fees, even though it is within the standard size for carry-on baggage. The insistence by the agent that it was too large, without proper verification, and the lack of time to address this due to the prolonged check-in process, was highly inconvenient.3. Unreasonable Arrival Time Suggestion: the agent advised that I should arrive at the airport 5 hours in advance for future travel between ****** and **. This is an unreasonable expectation for any traveler and indicates a need for WestJet to streamline their check-in procedures to accommodate the realities of international travel, especially for those traveling on ****s.These issues not only caused undue stress and financial burden but also suggest a lack of proper system integration for travelers with ****s and inadequate training for WestJet agents in handling such situations. I urge WestJet to address these concerns by upgrading their system to support **** travelers adequately and ensure their staff is sufficiently trained to prevent future occurrences of this nature.I appreciate your attention to this matter and look forward to a resolution that includes a review and improvement of WestJet's check-in procedures and advised arrival times for international travelers, and refund my check in luggage fees.Sincerely,******

  Customer Answer

  Date: 07/05/2024

  thank you. Here is the info youve requested:

  Confirmation code: ******

  Ticket number: **************

  Business Response

  Date: 09/05/2024

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

• Initial Complaint

  Date:25/04/2024

  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.

  -Original reservation #****** depart April *, 2024. Flight cost round trip including luggage $******* CAD (******)- April *** 2024 return reservation #******/flight #******. $****** CAD. Luggage cost $***** USD - Westjet committed to flying us to ****** from ******* and return on certain dates and times for the initial amount paid upon booking.- The nature of the dispute lies with the fact that the flight with Westjet departed early and consequently we were not able to board our flight. As a result of this, and many attempts at having a conversation with Westjet personnel, we did not receive any form of customer service or anyone willing to assist in a resolution for this matter. We were directed to call Westjet directly to no avail. Once again, there was not any form of assistance to help us return home. We were forced to purchase three full price tickets plus pay in US dollars for our luggage. ******* was included in the original tickets. Add to this, we also incurred an expense of $*** US for transportation to the nearest economy motel, $*** US for one night accomodation and $*** US for food. In total for additional charges over and above our original return ticket price of $******* CAN (departing date Apr *, 2024), we have paid $*******. -To add insult to injury to all of this, the next day we also lost a newly purchased passport. Upon exiting the aircraft from the return flight back to *******, we realized within * minutes that one of us had left their passport on the seat where we were located (***). Going immediately to the a custom's officer, who stated that they would ****** us back to the plane once Westjet was notified (** minutes), we were informed by Westjet attendants that the plane was already "groomed" and no passport found. Again, no effort made from Westjet employees to provide any type of help or customer service. One last comment on all of this stressfulness, we were travelling with our * year old child.

  Business Response

  Date: 26/04/2024

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

• Initial Complaint

  Date:22/04/2024

  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 am writing to express my extreme dissatisfaction with the service I received during my recent travel experience with WestJet. Despite checking in online and receiving confirmation that I was checked in and assigned a seat, I did not receive my boarding pass, resulting in me missing my flight.On April **, 2024, I completed the online check-in process for my flight ****** (Reference Code ******) from ******* to *******. During the online check-in process, I followed all instructions, including adding my email address to receive the boarding pass electronically. Additionally, the WestJet app confirmed that I was checked in and assigned a seat.However, upon arriving at the airport, I was shocked to discover that I did not receive my boarding pass via email as expected. Despite my attempts to resolve the issue, there was no WestJet agent available at the desk to assist me. In desperation, I contacted customer service, who confirmed my check-in status but were unable to send me my boarding pass from their end.As a result of this failure on WestJet's part, I missed my flight, causing me significant inconvenience, stress, and financial loss. This is unacceptable, especially considering that I diligently followed all procedures required for check-in.I demand a thorough investigation into this matter and appropriate compensation for the inconvenience and financial loss I have suffered as a result of WestJet's negligence. Furthermore, I urge WestJet to review its online check-in system and ensure that such incidents do not occur in the future, as they reflect poorly on the airline's reputation and customer service standards.

  Business Response

  Date: 01/05/2024

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

• Initial Complaint

  Date:16/04/2024

  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 and my husband purchased tickets from WestJet to fly from ****** to ******* then ********* with a return from ********* to ******* to ******. The trip out to ******* and ********* were fine. On March * we recieved an email at **** am that our return flights for March * departure from ********* were cancelled. The email offered a flight ** hours later. This did not work for us since I needed to be in ****** for medical treatment on March *. We requested an earlier flight from ******** but they said no earlier flight was available so we booked ourselves on an air Canada flight departing on the evening at a cost of $****. We then found out that our flights (***** and *****) both proceeded on March * with short delays landing in ****** only ** minutes after the originally scheduled times. We feel WestJet was overbooked and bumped us off the flight by sending an email cancelling the flights for us specifically. We are looking for compensation for the air Canada ticket as well as compensation for being denied boarding. We have tried all avenues to resolve this with west jet however the response from west jet is that we are owed no compensation because they offered the alternative flight ** hours later than our original flights.

  Customer Answer

  Date: 16/04/2024

  As per your request for the 6 digit booking code, it is ******.

  Business Response

  Date: 25/04/2024

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

  Customer Answer

  Date: 25/04/2024

   
  Complaint: ********
  
  I am rejecting this response because as per my original complaint with attachments,  the flights still flew they were only cancelled for me and my husband.  The response provided by the business is not responding to the actual complaint.  We were denied boarding on a flight for which we had boarding passes.  The method used by WestJet to deny boarding was to send us an email stating that the flights were cancelled, however both flights still proceeded. 
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 26/04/2024

  I dont understand why this case is closed.  The airline did not actually respond to the complaint.  They state that the issue was cancelled flights.  The issue is denied boarding of flights that proceeded.  Was my response sent to WestJet so they will provide a response to the correct issue?

• Initial Complaint

  Date:11/04/2024

  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.

  West jet. reservation code ******. Booked premium flights Nov **, 2023. Leave ******* Feb *, 2024. to *******, ** to ******* **********. Return Feb **, 2024. ******* to ******* then supposed to go onto *******. We had wheel chair services booked at every arrival and departure. ** landing in ******* on our return flight. we where told to exit the plane and wait at the top of the gang way for the wheel chair service. The wheel chairs were there but no one to push them. We knew we had * and a half hours before our flight left for *******. my wife waited there and i went to the next level to find someone to help. Met the flight crew there. Told them that my wife was still in here wheel chair on the lower level, they assured me that someone would be along. by the time someone showed up ** + minutes had past and this help was just to take her up the elevator. She was told to get out of the wheel chair and to wait for a shuttle. That was another ** minutes. That shuttle took us to baggage pick up, they dropped us off there. we were told to go to a west jet desk by the baggage pick up. We found our bags and that desk. we were then told that they were short staffed and could not help us. Some stranger helped us get our bags and wheel chair to customs. There was a shuttle on the other side of customs, they drove us to a west jet departure desk. We were told at this desk that our flight had already left. that whole ordeal must have taken over * hour and a half. So much for wheel chair service. West Jet desk told us it would be three days before they could get us a flight. They said that they could send us economy from ******* to ******, ****** to ******** , ******** to *******. forgot to tell us there was a ** hour layover in ******, we got to ****** ***. a west jet employee ** her way home printed a hotel and cab vouchers. we returned in a few hours to get on our flight to ******** then onto *******. We were **+ hour later than expected. We are seniors with disabilities ?????

  Business Response

  Date: 19/04/2024

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

  Customer Answer

  Date: 21/04/2024

   
  Complaint: ********
  
  I am rejecting this response because: To be clear my wife and I have been West Jet customers for decades. We have had little to no problems in the past. When we did, it was always handled right away with a smile. I don't know if it is new ownership that has caused so many layers of people and paperwork added to the complaint process. Just adds stress and frustration. It is hard to accept a response from a company that does not accept the responsibility for some of their employees or their subcontractors that they have hired. Makes traveling with disabilities more stressful when not knowing when this may happen again. Communication or lack of. APPR. We received responses that our flight arrived at our final destination on time. They should have known that we were not on that flight. We were on a flight that arrived 19 hours later than our original arrival time.  Finally we will accept the $ ****** each for the down grade from premier seating to economy. We will try West Jet out again to see if we can travel stress free to ************* January 2025. Hopefully they can make sure what they promise is what you get. Thank You
  
  *************************

• Initial Complaint

  Date:09/04/2024

  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.

  Flew from ********** to ******* next day ******* to ******************* on flight ****** on the *** of April . Just wondering if there was a complaint to the crew before we got on the plane to ******************* from the passenger in the seats we paid for . Our window seat and the tray were both broken . The seat would not lock in any position. The one side of the tray was broken . We told the stewardess it was broken . Was it ever reported before or after us ? Totally unsafe .

  Customer Answer

  Date: 09/04/2024

  Flight ** **** seat ***  *** **** ***

  reservation code ****** 

  tour code code. ******* 

  ticket # *************

  Business Response

  Date: 11/04/2024

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

  Customer Answer

  Date: 11/04/2024

   
  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,
  
  ***************************.  
       
          Thank you for looking at my complaint. 
  

• Initial Complaint

  Date:25/03/2024

  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 record locator number ******. ***********************, 10/******* *****************, ******* *************************** ******** Flight was delayed. Flight was supposed to arrive at a certain time which will give us time to through immigration bags etc and arrive at our car rental before closing time . I called the car rental and they will not close after * am . It was Budget car rental at the *************** . I called several times to Westjet, Priceline also called Westjet three times and it was a complete NO !! They wanted me to pay for a new flight plus the pet fee plus bags etc . They did not have the courtesy to change my flight ** the last flight was almost empty. They make me and my family wait at the airport * hours because of their delay ! And would not offer not even the courtesy to move me !!! I think it was discrimination against ****** ** there were at least ten people in my flight that were moved except me and the only difference between them and o was that I am ****** . She made fun of my accent !

  Business Response

  Date: 09/04/2024

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

  Customer Answer

  Date: 09/04/2024

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

  Westjet please reach out to ********* and explain to them that you agreed to provide a future credit for travel . 

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

• Initial Complaint

  Date:06/03/2024

  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.

  My family of * flew into ******* from Naples Via Paris on Thursday February ****.1) Flight to ******** was to leave at **:30pm. It was delayed twice by an hour each saying they were waiting for a new pilot to come in. As we were boarding the crew sent the people back from the plane and said the flight was cancelled due to no pilot available.2) At around *am we received vouchers for a hotel and food and were re booked to fly SUNDAY March *** at *pm 3) Every day, Friday and Saturday we had to call westjet and were on hold each day from *** hours to receive our vouchers and to inquire about any available space on earlier flights 4) On Saturday morning the agent said that they had available on the * pm flight. We checked out of hotel and went to airport 5) Because we had been flying from Naples we did not have warm cloths and had to buy some incidentals and pay for our taxi to the hotel and airport 6) At airport our flight was again cancelled to to weather and no vouchers were given. Thus we forfeited our Sunday flight and Saturday night hotel plus food vouchers to go earlier, releasing seats for Sunday and had to pay our hotel and food ourselves. Even though we were there in the first place because they could not staff their first flight.7) Paid over $*** for taxi, food and hotel for Saturday night.8) WestJet rebooked our flight for MONDAY 9) My husband had to go back to work and my son had an exam on Monday and had to get back.10) Rented a car and drove the * hours back to ******** 11) Called call centre to cancel Monday flight. Was on hold for * hours. Was waiting for supervisor decision on reimbursement when call was dropped.12) Got home and realized I could cancle my flight on line. Nobody ever told me I could do that.13) Tried to apply for reimbursement from flight to see that it is cancled from my flight profile thus can not apply for reimbursement for what I was originally allowed.14) No where on line can I figure out who to call and speak to. Only for flights.

  Customer Answer

  Date: 06/03/2024

  **** and ********************* reservation code ******

  ********************* reservation code ******

  Business Response

  Date: 08/03/2024

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

  Customer Answer

  Date: 08/03/2024

   
  Complaint: ********
  
  I am rejecting this response because: the customer service representative obviously did not read my complaint. I can not attach my claims as my flight leg is no longer listed on my itinerary. I canvled it after * days and rented a car AFTER I incurred my expenses. Thus I can not make a general firm claim.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/03/2024

  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.

  Please read before booking with WestJet. This is my first post with BBB and I am sharing to prevent others from being *******/victimized. Happy to also share my story with the media to prevent further scams.Situation: My family and I were considering a trip this summer. In our industry, our plans change often, so we often pay more for refundable and cancelable trips (very normal). Thus, we booked a tentative trip with WestJet and paid a premium for fully "refundable" and fully "cancelable". We canceled online as we often do with other airlines. This is where the **** occurred. It said there was an "error with our refund and to call their number". I called and after waiting a very long time, I was told that "yes, it is cancelable and refundable but we can't actually refund you". Yes, you are reading that correctly. I was then told that they would keep my $***** in a "travel bank" fund for future use with WestJet while I was subsequently hung up on.This is the definition of a **** and bad business.I have screenshots of the marketing that says fully "refundable and cancelable". Would happily talk to the media or anyone else who is considering using WestJet in the future. My advice: Pay more and go with a credible airline.

  Customer Answer

  Date: 05/03/2024

  Code: ******

  Business Response

  Date: 06/03/2024

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

  Customer Answer

  Date: 06/03/2024

   
  Complaint: ********
  
  I am rejecting this response because I was absolutely duped by the misleading marketing here. I am hoping you can help me and make this right. We just had a child and paid more (with *********) to book this trip with the flexibility to cancel knowing we would probably need to. As you can see in the screenshots shared, it clearly says cancelations are included. I paid extra and booked specifically because I could cancel later on. Nowhere on the marketing (above) does it say anything about this being refunded into a travel bank and not to my credit card. 

  I can promise you that I never would have booked had I known this would not be refunded to me on my credit card. I booked similar flights with * other airlines and was refunded immediately when our travel plans changed (JetBlue and ******).

  Can you please help here and refund me? This is a lot of money and would make a big difference in our lives and our newborns. You would greatly help us by making this situation right.
  

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

  Business Response

  Date: 12/03/2024

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