WestJet Airlines
Reviews and Complaints

Greetings!
My friend Marianne and I booked a trip Dec 2019 through Red Tag Vacations to go to Antigua for a March break trip in 2020. We were supposed to leave Saturday, March 14 but on Friday, March 13, 2020- Justin Trudeau made the announcement asking all Canadians to avoid non essential travel.

Marianne and I panicked as we heard if we were to leave we may not get a flight back home or that we would be flown to a remote location and wait until flights were available to get us back home. We both have young families and could not afford to take the risk.

Of course, as this was the beginning of the pandemic, the entire travel industry was also frazzled and when we called Red Tag to cancel our trip - they kept insisting if we were sure we wanted to cancel. We kept saying but the government is advising Canadians to stay home. They were pretty much ignoring that entire argument. After frequent emails back and forth, my friend Marianne and I canceled our trip but did not want to lose our money.

Months later and after countless hours on hold we were finally given our money back in West Jet dollars. This credit did not come without rules. The majority of our dollars expire on March 31, 2022. Marianne and I want to travel this March Break again but with the Caribbean on Level 4 Covid and this new variant on the horizon, we feel a lot of anxiety about the entire situation. Also, when we were considering booking just to not lose our money, we notice West Jet prices were much higher than the exact same vacation packages from Sunwing or Transat. This only added to our frustration. Why would we book a trip with West Jet, knowing we could get it much cheaper with another tour operator and potentially get a refund when we got back?

About a month ago, we contacted Red Tag customer service through email. The agent seemed nice enough to understand our situation and asked us if we wanted to submit a "Request for Refund" for to West Jet. We were happy to do so only to find out that even if we do get a refund if will most likely happen after our March 31st deadline. She told us that West Jet was extremely behind and that it would take 3-4 months at the least to even hear anything.

Last week, we finally got a requested call back from a West Jet vacations agent. She had absolutely nothing helpful to say. When we asked her if she could provide us an update to our refund status, she said she could not and the only person who would get information to share with us was the person who submitted the request. She would not even tell us if it was received. She told us that our expiry was still 4 months away and we had nothing to worry about. She also told us that there were people who had West Jet dollars that were going to expire next week so we didn't have anything to complain about. We could not believe the ridiculous customer service West Jet claims to have. At the end of our conversation, her only advice to us was to wait and to contact Red Tag again and ask them to resubmit the Refund Request form as a "just in case". We could not believe this was the direction.

When we emailed Red Tag again that same night we received a generic response about our email getting directed to the right department. It seems no one is taking responsibility for what is happening to us. Red Tag tells us to take it up with West Jet and West Jet advises us to contact Red Tag.

All we want is a refund and zero connection to Red Tag vacations and West Jet. Other companies (Air Canada) have offered their customers full refunds without any of this paper pushing time wasting refund submission nonsense. As it stands both Red Tag and West Jet are putting their customers in a lose- lose situation: we either have no trip and lose our money or book a flight/trip in a global pandemic which is not advised by our government and putting ourselves and others at risk. We will never deal with either of these companies ever again!

I arrived from vacation at midnight after 3 or 4 flight delays. Upon arrival I discovered my luggage was damaged. I proceeded to the baggage claims office to report the damage. We walked right in as there was not a sole in the office except us and the representative. We approached and explained to the rep our damage. Without hesitation the rep handed us a piece of paper and instructed us to file a report online. We were confused followed the instruction. Upon trying to create a report we received an error asking for pictures information which was not asked for through the process. There was no way to upload this requested information. We tried this 100 times with no success. The error also instructs us to contact an agent at westjet at the airport! After being on hold for an hour on 2 separate occasions I am left with one option make the trip back to the airport at my own expense to report this damage if I want any compensation. It is obvious to me this westjet customer service representative needs to find a new line of work, unless she is actually following WestJet's customer service policies? I would hood this is not the case. I am filing a formal complaint with regards to this Westjet representative. I will be traveling to the airport on Tuesday Jan 11 to report the damage to create a claim. My flight was WS2395 we arrived prior to midnight, my encounter with your representative was at 1:00 AM. I would like to know what your policy is in dealing with luggage you damage and if this Westjet representative was following your policy. Which would be, I can't help you go home and do it yourself! I can't be bothered, I'd rather sit here and do nothing! Beautiful! I am so angry irritated disappointed and disgusted with this avoidable situation. All your rep had to do… Is do their JOB! I will follow up until I am satisfied with the result. I will take this a high as it needs to go. If I have to write to your CEO I will get answers. THIS IS NOT ACCEPTABLE…And should never happen to anyone again.

Desired outcome… as it won't accept, what exactly does miximun mean?

I want answers regarding policy and if this is how you handle baggage claims. I want to know if this rep will be notified or reprimanded for dereliction of duty. I'd like compensation for my luggage and my cost associated with time and travel back to airport to create my claim.

We have travelled to easily 60 airports around the world over the last 30 years. YYC is consistently and easily the slowest at delivering baggage post flight of anywhere we've flown. Every time. 30 minutes and counting right now. Please hire more people, organize yourselves better or whatever it takes to improve this terrible service.
Please this on if this is not the correct forum.

I had a flight on Tuesday Jan 4 at 12:40 PM (QDEYLW) and on Monday at 3PM I got an email that the flight was cancelled and my new flight is Thursday. The email said to call the westjet if you need to change or modify it. I have called westjet and was on the phone for more than 4 hours without success. I then asked for a call back, and my call back time was Saturday Jan 8 at 2PM! This call back time was after the date of the new travel date (Thursday). The call back did happen but I was immediately placed on hold and waited for more than 30 min on the call before dropping the call.
Note that the new time did not work for me for many reasons including the covid test requirement. I expect to get my money back fully as what Westjet is doing sounds like a complete scam.

West Jet Services:
I am writing to you as I have unsuccessfully gotten answers from your callback center. I will recap.

*November 3, 2019: We booked flights to Portugal via Paris. We paid a portion by credit card in the amount of [protected] (& $148.00 seat selection) and paid the remainder from our accumulated WJ dollars Account.
*March 12, 2020: Due to COVID I cancelled our flights, just one week prior to WestJet cancelling all flights, however we were not honored a refund back onto our credit card (with exception of seat selection payment of $148.00).
*March 14: This payment of [protected] was subsequently put into our WJ-Travel Bank. (& the WJ seat selection payment refunded to our credit card, some time later.). As well, the accumulated WJ dollars were put back into our WJ Dollars account.
---To note: Between 2020 and 2021, WJ charged me an additional $21.00 to extend my travel expiry date due to travel restrictions .--.
---------------------------- two years later.-------------------------------------
*Oct 8, 2021: I rebooked flights on-line from YYC to Portugal via Paris (April 25/26) and return from Portugal, via Paris to YYC. (May 16, 2021).
*** (please note there's two reservations made under [protected] code on same date. I had booked incorrectly on-line, and the agent corrected and rebooked for me on the same day, Oct 8th, now with two separate Reference numbers so I could utilize a voucher on return flight)
Oct 8, 2021: Flights were amended by agent. Now departing YYC to Portugal via Paris April 25/26. AND return flight from Paris to YYC on May 16th under a different Ref #.
*Oct 8, 2021: The balance of [protected] was taken out of our Travel Bank, and the remaining payment taken out of our WJ Dollars Account for flights. (I'm sorry I do not know the exact amount taken from WJ Dollars Account, as this number changes according to points accumulated through spending.
*December 20, 2021: I receive notification from WESTJET saying our flight was cancelled and to contact them.
*December 27, 2021: I spoke with an agent who then cancelled flights for April 25/26. He also cancelled our return flight May 16th. (given our departure flight was cancelled by WJ). He advised all monies/credits would go back into WJ Travel Bank and our WJ WJ Dollars account.
*December 30, 2021: On a call-back request, I spoke with another agent explaining that not all of the original dollar amount of [protected] refund was reimbursed back into our Travel Bank (only [protected] was put back in)) He advised this was distributed elsewhere. This is where my concern lies. He did more calculation, and advised, yes the additional $504.00 would be reimbursed, and put back into that account.
*January 06, 2022: Another call-back request as our Travel Bank still not showing a full reimbursement of [protected]. I tried to explain to the female agent, that I did not understand why the full amount of [protected] taken out was not put back in? She said everything was there - I said it was not. Again, this is where my concern lies. Should not the amount that is taken out from the Travel Bank, be put back in, and in full? It appeared she did not understand any of it, and the telephone conversation was cut short by frustration.

This date, January 7, 2022 I am appealing to you, that someone can answer my question. I simply want to know where the additional 504.00 from our Travel Bank is?, where it went and why the full amount of [protected] was not put back in?

Since March 2020, payment of [protected] onto our WJ credit card, has been sitting in the WJ Travel Bank for two years. We do not want our money distributed somewhere else or into the WJ dollars account. We want the full amount of our dollars as originally placed on the credit card, of [protected] back in the Travel Bank.

Thank you. We are anxious to rebook, but cannot do anything until we can get this resolved.

Regards
Eunice [protected])
[protected]

November 16th, 2021
24 hr delay and cancellation of flight WS1465 - PHX to YEG

After TWO x 2hr flight delays for maintenance, flight was cancelled.
Maintenance is absolutely in control by Westjet whether planned or unplanned, they are in 100% control of their supply chain (Inventory Levels & Mechanic Service Agreements)
We waited one hour for bags, then another 2 hours in line to rebook at Customer Service Counter in Phoenix with one person on staff, I finally left and booked my own hotel and shuttle.
I submitted my $1000 claim - it was rejected siting "unplanned aircraft maintenance"
This is the exact reason that the passenger rights compensation was put in place.

Asked check in lady if I was allowed to bring drill on plane and this is after I had emailed them and said was fine, got to security they said i couldn't, so i had to go stand in line at check in again, go threw security again and then she has the nerve to say oh I'm sorry that was my fault we cant take on plane, then when i finally get threw security again the same lady was at the boarding station and she didnt tell me the plane was 3 hours late and again she replyed I forgot to tell u and when I checked in there was no comment made when I asked her, its bad enough that flying is such a hassel and now u have employees that r poorly trained and have no idea what's going on even tho they work there

I flew with west jet Calgary to Winnipeg last week with a delay of a total 8 hours.. it is horrible .. we need more than 2 airline companies in Canada .. time for more competition.. no compensation or an apology..

We need more than air Canada and westjet
It seems they can't handle it and their prices are too high.. no wonder less people are taking vacations inside Canada

Cheers

Plane arrived in Winnipeg approx 12:30 am.

Waited Hour and half for luggage to arrive to the carousel.

I asked WestJet employee to at least announce to everyone that the luggage is coming, they did not want to. They said it will arrive shortly.

Why did we have to wait so long. Faster to fly from Calgary to Winnipeg.

there is supposed to be a westjet employee at the carousel but there wasn't any, a lot of people had to wait with babies, older people, it was sad to watch and no one from Westjet wanted to give us any information.

Unless you want me to post everything that took place over the last 4.5 hours with 2 agents with the media and govt' officials, I recommend that I get a call back ASAP. Unacceptable customer service and unwillingness to accommodate, lied to regarding the change in flight being accepted on Dec 25, 2021 when in fact we got the notification on Dec 27, 2021 and left a call back to discuss the change that lead to this. Unacceptable and as our flight is with in 10 days we need a resolution.

On December 28th I was on a connecting flight that went from winnipeg to calgary (flight 205 originally scheduled to depart at 7:15pm) and then calgary to kamloops (flight 3241 originally scheduled to depart at 11:20pm). When I arrived in Kamloops my bag did not show up. My WestJet Rewards ID is: [protected] (Erika Andjelic). I would like my suitcase to be sent back to me (large black suitcase).

Hello, My complaint is - i love west jet and would like them to be more successful than Air Canada. Unfortunately, we flew back from Saskatoon to Calgary on Monday with a delay, (I think it was said why but not sure) and then followed by further delays waiting in Saskatoon. This kind of thing happens but the key is to inform passengers as to why so they can understand and not jump to conclusions.

When we arrived our baggage took an hour to start coming out without explanation. If it had been a stuck door because of the freezing cold then tell us!

Collecting the baggage was miles from anywhere. The new Calgary Airport was the most confusing experience I had ever had in an airport. Every door said taxi's but it wasn't the case. Then two people told me the wrong doors so we would walk with luggage from door 2 to door 9 only to be disappointed again.

Almost two hours from arrival we found a door with actual taxis. No one was helpful. It was not a nice new airport experience. I'm not pretending to know everything but I fly in and out of a lot of big airports around the world; Hong Kong, Shanghai, Singapore, London, and it is much easier to navigate between departures, arrivals, security and baggage claim including well set up taxi stands for those not on Uber.

If Calgary wants to be taken seriously they need to stop taking themselves so seriously - the distances and information provided is not helpful, the help is not helpful or informative, no one was approachable, it seemed like they were just reacting to a difficult situation rather than being prepared for it. As far as security goes between Saskatoon and Calgary, I don't know why I need a shake down when it doesn't happen anywhere else. The woman that did it was rough and rude. It's not impressive or reassuring - its just plain rude.

It's all very well to have a highway with cars inside the airport so that you are told to stop so you don't get run over. There is no information about how to ride one of those things or whether we should or could - because we didn't know we had to walk 3 miles to pick up baggage that never actually came for an hour. You had no escalator/walkways nothing, just endless numbers on doors and baggage claims that went on forever.

Hi,

I would like to complaint the WESTJET Airlines because I was denied boarding due to not having a two doses of COVID Vaccine. I have both a Philippine Passport and Canadian Passport since I am a dual Citizen. I insisted to get my flight of December 25, at 1PM eventhough it was too expensive because I want to see my dying mother. She has only 25% chance of living according to her doctors. I was trying to call you but I was put to hold since December 25.

Now, I already have a second dose although it was beyond my will because I got a bad reaction on my first dose. But I did that because I want to board a flight to see my mother.

I need them to allow me to fly asap so that I can my mother still alive.

thank you,
Sheilla Sangdaan

December 20th, 2021 luggage did not arrive at destination, categorized as lost. Called everyday on hold over 2 hours, could not reach anyone. Requested a call back service for December 26th, apparently my luggage is to be delivered December 28th. December 27th luggage still not prepared for delivery. This has had a significant negative impact on me as I work at a remote camp, all my work gear, clothes and toiletries are in my bag. I do not understand why it is taking over a week to receive my luggage. In addition, my flight was delayed over 2 hours on December 20th.

We tried to book a holiday vacation after our last trip was cancelled. But the website does not let us apply Westjet dollars. They insist we call a 188 number. We tries. No reply for three hours.
We requested a callback. Westjet booked a callback a week later. As soon as we got the callback the operator suad she could not help us and put us on hold. At the moment we have been on hold for one hour

Hi good day.
My family bought plane tickets with Aeromexico and a portion of the Trip was handled by Westjet services, we pay for 3 Premier class tickets and registered our two dogs in cabin and make the necessary payment and paperwork, everybody assure us everything was ready. once my family was on Board the Plane. A male African American Flight attendant, said to my Daughter " What a Mexican with a Dog is in First Class" and starting asking my daughter if she paid for the Dog and The Lady at Check in had assign my Daugther on Seat 1A. my Daughter knows that row is not pets allowed and mentioned to the check in lady and she said it was no problem. Then The Male Flight Attendant reported my Daughter with Security and Ask to be removed. She was taking out of the Plane and my Wife and Son as well. we had Paid all of the tickets and Pets and we have the Receipts and the Recorded Phone calls that Assure us is all good and Westjet. Took my family out of a Plane Leaving Canada to our Country back at 11 PM at Night at The Airport of Ottawa with -9 degree celsius that night. and they had already cancel bank accounts and the required to leave the country, so they could not pay for a Hotel for 2 nights until we were force to purchase more tickets with another Airline (Air Canada) so we they could go back home.
We know my Daughter was treated very Racist by the Flight Attendant and force to leave the plane and they were put in danger of dying due to the weather Conditions, we have everything to probe our case and we want to file a Law Suit to this Terrible Airline Westjet. my family and I we are still recovering of the many hours of stress that we went through . is Unbelievable that a family is treated with such a mean Racist attitude towards us and we haven't get any refunds of the extra luggage they charge us or a Apology. we are also looking to make the same Claim to Aeromexico

My Data is Maria del Carmen Gonzalez Gonzalez
my phone number is +[protected]
or my Husband
Mario Pedrero
+[protected]
email: [protected]@hotmail.com

It took me three phone calls waiting on hold for hours, an email with no response, and finally an opportunity to enter a call back. When the call finally came in, I heard a recorded message asking if I needed to get the person that requested the call back or not (press 1). The call then disconnected. So, how on earth do I cancel or reschedule our February vacation if its not possible to do this online, and no one will take my calls?

My trip for myself Christopher Flood and my partner Kimberly Wager from Toronto to Montego Bay, flight 2702, staying at Jewel Paradise Cove Beach Resort Spa Runaway Bay for May 11 2020 was cancelled and I am trying to get my refund, I have been on the phone, mostly hold, for over 24 hrs and am fed up with being transferred to agents that can't help me. I waited 1 week for a call back from your company and filled out the form saying it was about a refund then I get a call from an agent that can't help me and I'm told your refund department has no phone access? My west jet dollars are in my account I just want the refund.

I canceled these flights because of the federal government policy re: usa travel in 2020. I felt I had no choice. Old guy follows the rules!

After many hours on the phone I have an extension to use them before may 12, 2020.
Due to age and health situations that cannot happen. I will now lose over $1000.00 in tickets!
Please refund my ticket purchase!
I have flown westjet often and been very happy with their customer consideration.. I may fly again when health improves and will chose wj first.

I am writing to report some major issues me and my daughter encountered while travelling back to Saskatoon from Montreal to Toronto to Saskatoon on Sunday November 28, 2021 as our flight was supposed to depart from Montreal to the Toronto Terminal at 3:15 pm and we were supposed to arrive in Saskatoon at 10:45 p.m. Much to our disappointment we arrived two hours prior to flight time and there was no status updates prior and there had been a slight delay due to fog issues in Toronto by about half an hour and then they boarded us on the plane and while we were waiting for take off were told that we would be grounded for another two hours and we had to exit the plane and board back at 6: 30pm they then came rushing back to tell us we were re-boarding at 6:15 p.m. and we all boarded the plane again and waited another hour on board to only be stalled again after the steward took account of all the passengers as there people who had re-boarded the plane that had violated and breached security and two security officers were delayed by the passengers lack of effort to vacate the plane which stalled the whole process by another hour. This was maddening and knew that we would be missing our connection which was clearly not a concern with the staff by any means as the rest of us were treated very poorly and the situation escalated your staffs tempers. Upon finally arriving at Toronto Airport we were told that we would have to take a flight to Winnipeg on the morning of November 29, 2021 at 9:13 a.m. and then have to sit at the airport until 5:00 pm and would only arrive in Saskatoon that evening at 7:30 p.m. which was ludicrous. Due to the fact we were able to get on a flight to Calgary after arriving with approximately 10 minutes to final boarding on Sunday evening November 28, 2021 to arrive in Calgary at 1:30 a.m. Monday November 29, 2021 and upon arriving we had to sit on the flight for an extra 45 minutes due to a passenger requiring a paramedic but the problem with that is they took so long to let us off the plane and the passenger walked off the plane and by the time we exited she was walking the concourse towards the same exit as we were headed for so there was no medical attention required and was over analyzed by your staff and plainly someone who was seeking attention and suffering an anxiety attack but if she required medical attention which required staff to hold all passengers then she should of been kept behind and assessed more thoroughly if she had no intention of seeking medical help. The steward attended to her the entire time and lacked making sure every passenger was treated equally. My daughter tried calling for help several times as a passenger next to her kept laying on falling asleep and her only being 18 was very awkward and uncomfortable. No one was providing her with an opportunity for assistance with a stranger steady laying on her. So in addition to this whole entire process we had to pay 31.00 flat rate for a taxi to our hotel and a 150.00 for our hotel room and extra meals that totaled 60.00 and the employees told us we had to contact you directly they would not find us a hotel or a taxi to and from the airport and was beyond upset at this point. Our flight only left back to saskatoon at 3:15 on Monday November 29, 2021 and arrived in Saskatoon a little after five. In all of my years of travelling I have never been so disappointed in your services and have to say Air Canada was a million percent better in terms of service, staff attitudes and the staff in Montreal were absolutely rude and atrocious. I would like a refund or return on my tickets and considering the time and difficulties we sustained to travel with your airline we would also like to be reimbursed for our hotels, food and taxi. The pandemic affected your services we understand but now that some normalcy has resumed you should have been better equipped to handle these occurrence's and the fact that people got on the plane and breached security concerns your staffs competency. I will be bringing this complaint forward to my government delegates as well as the better business bureau if there is no apology or reparations made for the inconvenience incurred. My name is Candice Klassen and my daughters name is Kimberly Klassen and we live at 543 Smoothstone Crescent in Saskatoon Sask S7J 4T4 and my cell phone is [protected] and my email is [protected]@sasktel.net. I hope to hear from you soon.
Regards
Candice Klassen