Business Profile

Airlines

WestJet Airlines

Headquarters

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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

562 total complaints in the last 3 years.
173 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:21/02/2024
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 returned to ****** on the Westjet flight on Nov. *, 2023, from ****** via *****, then *******, to ********. My suitcase didn't arrive for * days (apparently it went to ******* instead of *******). When I finally received my suitcase it was completely smashed. It is unusable. I filed a claim for $*** to have my suitcase reimbursed. It's been three months and there is no response. I called, but they cannot find my claim. It disappeared. It is irresponsible, disrespectful, and fraudulent to behave in such a way. Nobody can help me because they cannot find the claim. It took me more than * hrs to submit the claim with all the pictures via their website. It kept crashing. And now they are telling me they cannot help me because there apparently is no claim. How convenient. A $*** is a lot for me, but what is worse is that due to their conduct and making me run around like this, I completely lost trust in this company.
Business Response
Date: 26/02/2024
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 26/02/2024
Thank you for the response! I request that the email from November *, 2023, be resent to my email ****************** I never received that email. If I had, there would have been no need for this.
Please resend the email, so I can provide the necessary information.
Thank you!
Business Response
Date: 01/03/2024
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:
I do not have the email. The screenshot is not providing all the information that I am required to give.
When I submitted the pictures, I submitted everything required online. I do not save receipts unless they are for electronics.
I had the suitcase, therefore I bought it. Nothing comes for free.

Sincerely,

*****************************
Business Response
Date: 15/03/2024
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 22/03/2024

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:20/02/2024
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.
Feb * 2024 Flight number ***** *** to *** than from *** to *** flight ****** I checked an oversized *' surf *** travelling bag which contained some surfing equipment which was cautiously packed/protected with bubble wrap/fleece blankets at the beginning of our flight itinerary in ******* **. When unpacking my surf equipment to go surfing I noticed my shaft on my ****** fibre Paddle was cracked by a severe impact which split the shaft in half. This paddle was in its own Bote Paddle carrying bag around blankets within my padded FCS surf travelling bag. I filed an online baggage claim for damaged goods. Did not get a response from them. Had to call there customer service line. Got a hold of an agent to review my claim and was told that there was nothing they could do because my Surf travelling bag had not been damaged in the event. claim number which is not active anymore **********. Now I'm out a paddle for my trip now I have to go find one or rent one. No one near our location sold a replacement ****** carbon fibre paddle apex ** small shaft uncut so I had to rent a paddle for ********************************************************************************* try to find an equivalent replacement. Now returning back home on Feb ** 2024 flight ****** *** to *** flight ***** *** to *** My oversived *' surf bag doesn't show up and was told that we where on the last plane for the night and to submit a delayed baggage claim.I just want WestJet to Make It Right and Own up to its mistakes.
Customer Answer
Date: 20/02/2024
Documents provided in attachments
Business Response
Date: 01/03/2024
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:20/02/2024
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.
We were scheduled to depart January **** from ******** to ********* Flight ******, we were delayed initially and then eventually the flight was cancelled. We received an e-mail due to crew, phoned West Jet and got on a flight flying from ******** to ******* on January **** staying overnight in ******* then arriving in ********* on January **, 2024. I asked the customer service agent to put on a competitors flight such as Air ******, there were alot of flight via ******* to ********* on the **** but she refused. They were obligated under the Montreal Convention Article (**) that if our flight was delayed or cancelled for more than 9 hours under the **** they had to put us on any flight available by another airline. Had to pay for additional hotel while in *********. On the way home January **** from *** to *** ****** flight was delayed for unscheduled maintenance. We were supposed to leave at ***** did not leave until ***** had a connecting flight in ******* so phoned West Jet and customer service agent advised us to switch to a later flight because we would not make our connecting flight as we had to go through customs. Put us on ***** leaving at **** p.m., our original flight in ******* was ***** but since the customer service agent switched our flight they sold our seats on this flight. We managed to be put on Flight ***** leaving at **** p.m. We are seeking compensation for the flight there for ***** each and also extra expenses we incurred on the way there and ****** each for delay of over * hours. If we do not get resolution we will *** in Small Claims Court. Our **** was already denied for ******. I have also asked for all transcripts pertaining to this trip
Customer Answer
Date: 20/02/2024
This is a copy of our original boarding passes, our reservation number sis ******
Business Response
Date: 29/02/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 29/02/2024

Complaint: ********

I am rejecting this response because:
Crew Availability is within your control and also you also owe me an explaination as to why you didnt have crew. Also on the way home we had a delay which you advised was unscheduled maintenance. Under the **** you are required to answer the questions I have asked if you wish not to respond I am taking West Jet to small claims court. We can let an impartial party decide

Sincerely,

***************************
Initial Complaint
Date:08/02/2024
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.
Jan **** we were due to fly back from *******. According to WestJet, bad weather forced cancellation of flights. They were unable to put us up in a hotel and that resulted in me having to extend my stay for an additional * days at a cost of **** CAD. Per their own standards they were required to put us up into a hotel should there be a delay. In addition, my daughter (who is an employee) was able to be booked onto a flight * DAYS EARLIER than my family! I also lost out on a day's wages because of this.
Customer Answer
Date: 08/02/2024
Flight code was ******
Business Response
Date: 21/02/2024
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:08/02/2024
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.
In August ****, 2023. I had booked a flight using my Travel balance and my west Jet rewards balance. However, I had to cancel my flight. I had purchased cancelation insurance using the balance from those two account. I have tried to call, email to speak to someone regarding this issue because the balances were never returned back to my account so I could rebook another trip. I was told that these would never expire because it happened during ************ I am looking for a resolution to have both my rewards and travel bank which was my cash money to be reinstated so I can rebook a trip or added to a gift card so I can rebook anytime. In these economical times that is quite a sum to lose for me and my family. I can get anyone at west Jet to answer my calls or email and had not choice but to come and make a complaint. I even tried to reach out on there social media but was told to call the very same number. Long waits, transfers and no solution. I didn't know what else to do. I asked to escalate to a manager and nobody got back to me. ***************** - **** - ************************************************************************* *** Aug **, **** WestJet Rewards ID ********* West Jet dollar amount was $*** West *************** $*** ************
Customer Answer
Date: 08/02/2024
Good Evening,
Thank you for your email. In response to your question.
The ticket number is ************* and the Reservation code was ******.
Please see attachment.

Kind Regards,

**** Byng
Business Response
Date: 13/02/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 13/02/2024
Good Evening,

Thank you for taking the time to respond but at the time I was informed by your West Jet staff that these credits would have no expiry date because it was from ************ Hence why I they were extended.
It is unfair to not reinstated any portion of my credits or travel credit. The travel credit was my hard-earned money. The original travel credit was when I had to cancel my flight because of Covid. You would not give me a refund at that time for the travel bank and as for the original west jet credit it was from a complaint that was valid from a flight, I took that had broken seating. How is unfair to take that compensation away from a paying customer.
Times are tough for me my family and lose out on over $*** is outrageous and unheard of. I always hear in the media that west jet stands by their customer especially during hard economic times. We are a working-class family. Trips are a treat and maybe you don't make a lot of money from a small-time customer like me and my family, but we just lost my father suddenly and these credits were going to shed some light on a very difficult time. Without the credits. My family will not be able to afford the trip to ******* we wanted to take. West jet advertises that your vision is to care from the heart, Rise to the challenge, and work together to make things right.
I hope you will help make this right. Thank you in advance for your time.
Sincerely,

***************** and Family.
Initial Complaint
Date:06/02/2024
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 delayed our flight (Family of *) leaving *********** Flt. #****** Jan. **/2024 by ** minutes due to crew availability, causing us to be un able to make a connecting flight in ******* to ********* ***. We were able to fly from ******* to ************** on a later flight and take a cab from ********** to ***. Our original flight was due to land at *** at ***** pm, we arrived at *** ******** at ****am the next day. This is in excess of the * hr delay for reimbursement clause which Westjet uses. They have refused to refund any sums due as a result of this delay. I do have supporting documents if you would like.
Customer Answer
Date: 07/02/2024
Please see attached pdf files for all of our boarding passes. including *************************, *******************************, ************************* and *************************. Also, please find attached taxi receipt for travel from Abbotsford to *** showing arrival time at final destination highlighted.

Thanks
*************************
Business Response
Date: 09/02/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 09/02/2024
*****, the out of pocket was paid. This claim relates to the delay in arrival to *** being more than * hours.
Original tickets purchased August **/2023 through *** Avion
Ticket Holders:
*************************
*******************************
*************************
*************************
Tickets revised on Jan. **/2024 Due to crew availability issue
Original Scheduled arrival time at *** on Jan **/2024 was *****pm on *** *****

Actual arrival time at *** was ****** Jan **/2024 as per taxi receipt attached
Business Response
Date: 13/02/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 13/02/2024

Complaint: ********

I am rejecting this response because:WestJet own policy on this matter states:
Flight delay and cancellation claims
You may be entitled to compensation pursuant to the Air Passengers Protection Regulations, if the conditions of eligibility apply:
You were on a WestJet operated flight flying from, to or within ******
-If your delayed or cancelled flight was not with WestJet, the airline who operated your flight will be best equipped to deal with your claim
You were informed ** days or less before the departure time shown on your original ticket that (i) your flight was cancelled or (ii) the arrival at your destination would be delayed
The arrival delay at your final destination is three hours or more from your scheduled time of arrival
Your flight was delayed or cancelled for reasons within WestJets control
Which It was, as it was a Crew Availability Issue

Compensation amounts are based on the length of the delay:
Length of Delay Compensation
* to * hours $******
Given that the reason for delay was
** **** * guests
Depart
*****, Sat Jan * Arrive
*****, Sat Jan *
Your flight has a new departure due to Crew Availability
Situations surrounding flight disruptions can be complex and have multiple causes. This reason may change as the situation evolves, new issues arise, or new information is received.
And due to the fact that we DID NOT arrive at *** until **** am Jan. **/2024 when the original arrival time was supposed to be *****pm, thus a * hr and ** minute late arrival and your policy states any time after * hrs there is a refund

Sincerely,

*************************
Business Response
Date: 14/02/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 14/02/2024
The final destination airport is *** not **********, there airports are not considered close. This would be like dropping someone in ******** who was originally scheduled to arrive at ******* Int'l and saying that we got you close. Don't attempt to stand behind wording, settle this matter properly. If you are not wanting to settle this matter, this action should be escalated beyond its current level. WestJet CANNOT dump a family of * at an airport that was not their original destination in the middle of the night and claim that they have followed the rules according to APPR. This is not acceptable, you can plainly see the arrival time at ***, if the flight hadn't been delayed out of ******* we would have likely been on time and had no argument, This entire episode has been poorly handled by WestJet and I'm sure I'm not the only person complaining around this particular flight.
Initial Complaint
Date:05/02/2024
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 originally purchased return tickets on ** February 2020 for my husband and myself to travel from *********** to ******* from *** April 2020 (two tickets of $ ****** each). After lockdown was announced on ** March 2020, I submitted an online request to cancel our flights on ** March 2020. On * April 2020, I received an email that my refund was processed in the form of Westjet *********** credits. On ** December 2022, I received an email that my Westjet travel credits will expire soon, and a Westjet agent reinstated them for me on * January 2023 for another year. I was unable to travel using this travel bank credit, as Westjet no longer flies out of ***********. News reports tell me that they have suspended their service from *********** on ** November 2022, which is also confirmed on their website. I have called Westjet on * February **** to ask for my travel bank credit to be extended, but they refused. I would like to request that this decision be reversed, as these are not travel reward points but rather money that I paid to Westjet for a service that I never received and cannot receive, because they no longer fly out of ***********. I wish they could do a search of my IP address to see how many times I searched for possible travel on Westjet from *********** in the last year. Considering the dates of the original flights and the reason for the cancellation, I still do not understand why I was not issued a refund, nor do I understand how Westjet now can simply keep my money. My Westjet Rewards ID is *********. My travel bank number: ****************. Thank you, *****************************
Business Response
Date: 06/02/2024
The business responded to this complaint but asked that its response was not published
Customer Answer
Date: 06/02/2024

Complaint: ********

I am rejecting this response because: Westjet provided an accurate timeline of events. However, Westjet reinstated my credits for one year knowing that the airline no longer flies from my home town. This seems in bad faith, as I am unable to use my credits without flying or driving to the nearest airport which is almost *** kms away. That is why I asked Westjet to reinstate these credits, as I would be happy to use them as soon as the airline resumes service in my town. I would like to specify that these are not expired airmiles that the airline is not willing to reinstate, but money from a flight cancelled on ** March 2020 - at the beginning of the pandemic - that was put in a so-called travel bank. In refusing to give me a chance to receive the service for which I paid, it seems like Westjet is simply taking my money.

Sincerely,
JL
Initial Complaint
Date:02/02/2024
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 flew on *** from ***** to ******* on January ****, ****, which was * hours delayed. I was supposed to get on a connected flight ***** from ******* to *********. The ***** flight was first delayed and later cancelled. Westjet personnel recommended booking a hotel and submitting expenses to WestJet while awaiting new flight details. I spent about $*** on * nights in ******* on food and hotel to wait until my new flight on Sunday **** of January ****. While I was waiting in the airport, that flight also got cancelled. I had to return to ********* for work reasons and booked my $*** flight with **** Airlines. Westjet decided not to refund any of my hotel/meal expenses during my stay in *******. They also refuse to refund my cancelled flight from ******* to ********* (I purchased the more expensive ******** ticket with Westjet, and not the economy). They argue that the cancellation was due to weather events, which doesn't make any sense because I was able to fly with another airline without any problems. I feel I have been lied to by the airline personnel and that WestJet doesn't care about their passengers.
Business Response
Date: 06/02/2024
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 08/02/2024

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:19/01/2024
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 flight from ******** to *******, and then ******* to ***** was cancelled. This I understand, there was a polar vortex and the cancellation is reasonable and we did recuperate that cost. However in order to recuperate supplementary costs for this trip myself and my travel companions require an email from Westjet stating the flight was cancelled. Westjet themselves in their "flight is interrupted" email stated a follow ** in * hour (which never arrived to any of us). As I understand it under the Air Passenger Protection Regulations (see links below) it is the responsibility of Westjet to send all appropriate communications around flight statuses which they failed to perform in this case.This leaves us holding the bag for a multitude of supplementary costs and Westjet via multiple support channels are unwilling to simply send us an email stating the flights were cancelled.Reservation: ****** ******** to *******: ***** (January **, ****)******* to ****** ****** (January *** ****)******************************************************************* ************************************************************************************
Customer Answer
Date: 19/01/2024
While I personally am not willing to speak to media regarding this claim I have several people in the party that are directly affected by this negative outcome that would speak to the media if that was ever requested.
Thank you for looking into this regardless of the outcome.
Business Response
Date: 23/01/2024
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 23/01/2024

Complaint: ********

I am rejecting this response because:
I do not require a refund as this has already occurred. Im not looking for Westjet to pay me for the lodging (though I will be if I cannot get this resolved). I simply want an email to my email stating the flights were canceled as per the ******** traveller guidelines the airline is supposed to follow.
Im not super sure why this is so hard for your team, Im looking to save you money by not filing a claim.

Sincerely,

***********************
Business Response
Date: 30/01/2024
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 30/01/2024

Complaint: ********

I am rejecting this response because:
The method of contact was tried and we were told after sitting on hold for * hours (multiple times) that it couldnt be done. So now Im contacting you via this method.

Sincerely,

***********************
Initial Complaint
Date:02/01/2024
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.
****** purchased for my daughter for Dec. **, 2022, with cancellation insurance. The flight was cancelled almost immediately thereafter by WestJet. I ordered another flight from WestJet. My daughters' mother then picked her up by car & travelled back to ********* by car as all flights kept getting cancelled. I expected this flight credited back but it was not.WestJet reservation code****** ******* Flight Number WS **** TICKET NUMBER ************* Allianz gave no reply back at all yet, nor did WestJet.ALLIANZ CONFIRMED, Confirmation# *************Wednesday, ** December *************************************** Purchase Date:Tuesday, ** December Begin Date:Wednesday, ** December Last Date:Wednesday, 21 December Departure:************ **, ****** (***)Destination:********** **, ****** (***)Premium:CAD ***** Form of payment:** Insured**** ******* *****************
Business Response
Date: 08/01/2024
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.