WestJet Airlines
Reviews and Complaints

I received a callback, which is automated, followed the prompts, was told it was not recognized twice and then told my time was up and hung up. this was the second time I requested a callback with the same results. Extremely frustrating. After waiting a week each time with the same result is so not acceptable.

Darcy Russell
[protected]
[protected]@telus.net

In March of 2020 due to suggestions to cancel any non essential travel due to pandemic concerns, I cancelled two separate reservations for travel from Edmonton AB to Phoenix AZ. After continuous travel restrictions I filed request for refund in the amount of 1423.27 in late August of 2021. After several weeks of no response, I again made request on Oct 15, 2021. Again, no response so I received yet another callback on Nov 23 of 2021. On Dec 4 I received response saying my request was denied because I had cancelled, the flight itself was not cancelled. I was offered option to transfer my travel rewards to someone elses account. This is not acceptable to me. I cancelled flights in response to our Canadian Governments advice to not travel unless deemed essential. I will not be able to fly Westjet any longer due to my vaccination status which is actually not anyones business but my own. The legality of enforcing vaccination passports is legally questionable and will no doubt be challenged in various Courts, however the fact remains I do not intend to donate 1423.27 to Westjet Airlines. The quality of customer service within Westjet has deteriorated to such a disgrace that I would not willingly book travel with them any time in the future even if I was able to. The last Westjet representative I spoke with was unable to provide me with any addresses or options to lodge complaints. After being asked to speak to a Supervisor, I was put on hold to wait for next available Representative which currently can take several hours. If you request a callback, you are waiting at least one week before receiving that.

Resevation code GYVLSI Isssue date 17 Nov 21 Ticket number [protected] Issuing agent West Jet/MCA
So our first customer service problem was when we tried to check in the morning of our flight after 4 calls 2 calls they said were dropped? We were told by Mohad that we were unable to check in could be due to a security issue? I said what I am a gvern employee my husband and myself have never been in trouble with the law. He told me to go n and do the check n at the airport. So we did exactly that. Went 520pm we arrived at the check in counter to be told we had missed our flight it was the day before I said what the ticket says the 21 she then called a supervisor over they tried said nothing to us then after about 10 minutes they asked us to wait over at the side. They continued to check other guests in. Never saying a word to us. After another 12 minutes the supervisor I assume went past us I asked her what is going on she said a supervisor would be over to see us in 5-7 minutes. Weird she gave us an exact time but she did. She said there was seats on the flight so we would get to our destination. Big relief. After 25 minutes and no supervisor we asked the girl at the check in counter what is going on she was absolutely rude to us I could not believe she was a supervisor. For her to of been at that booth all that time she saw us standing there and never say a word was absolutely unbelievable. We told her what was going on she then said give me a minute I will do it.? She gave us our tickets we left and she had the gull never to apolize nothing. The flight to Calgary was very nice. On our flight my husband and myself were not sitting together which was fine but I was chatting with the other two people sitting with me and they told me they paid less then half of what I did. I said excuse me. The one lady had booked a few days before the man had booked the same day as me. Then we get to Calgary get on our next connecting flight with no problems all good til we get to Sidney Vancouver Island we wait for our bags no bags arrive. We go to the desk where the security guy told us to go and we wait and wait and wait. Well your girl is chatting to another employee this is now 12;20 at night. When my husband asks the security guard he points to the younge girl so my husband says our luggage is lost what do we do she points and tells him to go back over to the desk and fill out a form we do that I am in total disbelief so I say ton her so what do we do we have nothing she told us maybe go to a store...I called in once we were home to say what had happened but I got put on a call back list then when he called back I am sure I was not speaking to a customer service representive. Your representative gave me several reasons for the cost of the flights being different and I am not buying any of them. If other companies can sell flights cheaper then you something is seriously wrong with your end of it.
I am very sorry to say the whole experience was a total nightmare. Between the cost of the flight and the customer service it really sucked. I own shares with West Jet and I am concerned you guys use to be the best. Your reviews certainly are not good. I know you will blame covid ect but come on you need to teach your employees better customer service skills.

I think having a West Jet RBC Mastercard is a joke! I've tried getting ahold of someone with WestJet to help me out but all I do is wait on the telephone, WestJet was good company at one time but they have lost my trust!

it appears my RBC West Jet Master Card is not linked to our West Jet account number. all I want is some help but I feel I'm falling on deaf ears!

I have been trying to cancel my Westjet vacation MMZDXV for the last three weeks. I have been on hold for more than 2 hours on several occasions trying to speak to a representative. Flight departs on the 7th of Dec, you sceduled a call back on the9th of December. I have filed a complaint with the BBB, I am going to be contacting a lawyer, and news agency. I am debating about going to the airport where there may actually be a person. Your customer service is the worst have ever experienced.

I had a connecting flight from LAX to YEG to YYZ. Upon arriving at YYZ Myself and my company went straight to the baggage claim, waited 1 hr still no luggage was coming out from the carrousel until 2 hrs later, a WJ rep informed us that our luggages were not at the aircraft: ai was given a file # YYZWS 40223. and was told that I will be emailed as soon as our luggage. This was at 5:39 am. It is now 10:19 pm and my luggages are still not delivered.

Purchased tickets in 2019. Tickets cancelled due to CoVid. Requested refund, was told NO. Must rebook with exact same departure and destination cities. Rebooked for later date (November 18-25, 2020) using flight credits .Received email there was a problem (fare increase). November 7, 2021. Paid the extra 660.00 Received confirmation numbers for both Flight Hub and WestJet. On 18th went to print boarding passes NO TICKETS! Called Flight Hub said they were still processing request. After a lengthy useless conversation told investigation would be started. Another call to a different Flight Hub number was told owed additional 900.00 to have tickets issued. I said no thanks. Partner has also lost a week of his vacation days. Inconvenienced not only us but 2 other couples. I totally feel SCAMMED. I will have to go to papers and social network, as well as RCMP for fraud. This company needs to be stopped from this unethical behavior. Now flight credits are only 1476.12

Why doesn"t WestJet refund money to Flight Hub so I can get my money back!

I have been trying since Nov 10 to get in touch with Westjet.To date I have spoken with the following people and NONE of my concerns have been resolved as the reps that answer CANNOT help and have to transfer. Nov 12 - I held for 2 hr 35 mins and spoke with Samef - she was not able to help and when she transferred me, the phone disconnected. She did not call me back...this is very very poor as I had already waited for 2 hrs 35 mins. To make a customer go through another long wait when it is your phone lines is disconnecting is ridiculous. Nov 12 - I called back and waiting on hold for another 1 hr 45 mins then Sid came on the line. He couldn't help so told me that his supervisor Amanda would call me back...she didn't. Nov 12 - I tried multiple times to book a callback but every time I entered the "time" I wanted, it would tell me "too many attempts " and would disconnect. How does Westjet expect customers to choose times without stating availability? I kept choosing different times and after the 4th try, I was able to book a callback for Nov 17 @ 645pm. So I had to wait 5 days to continue with the conversation that stopped when Samef transferred me Nov 17 - Elaine called me back with the callback request. She transferred me and I had to hold again for 1 hr. Siobhan was the rep this time and she was disrespectful and was not interested in listening to my concerns from 5 days prior and hung up on me. How is this okay? Nov 17 - I called back again, waited on hold and spoke with Catherine. I filed a complaint about Siobhan and requested to speak with Guest Support to address my concerns. In the past 6 days, I have spoken with Samef, Sid, Amanda didn't call back but was supposed to, Elaine, Siobhan, Catherine and Jeff . I have spent over 12 hrs on hold with NO RESOLUTION.
I submitted a complaint the Guest Support on Nov 17 and Carla from this dept. called me at 10:07 am Nov 18 but unfortunately I was working and not able to answer. Her message said to call into the main line and ask for Guest Support. I called, waited on hold for 3 hr 34min and then Jeff from Calgary answered. I requested to be transferred to Carla in Guest Support as she stated in her vm to me...he transferred me. I waited on hold again for another 14 mins and then the phone "clicked" and disconnected me. This is completely unacceptable. After waiting on hold for 3 hr 34 mins to be transferred again makes no sense.
Why does Westjet feel it is ok to make customers wait on hold repeatedly for hours on end for the phone to disconnect? If the Guest Support provided a direct number I would have called them there. I need a call back as soon as possible to [protected].
I am a Westjet rewards member but cannot get assistance and your customer service has gone from a 10 to a -5. Pandemic or no pandemic, not being able to reach Westjet with concerns over 10 days and 7 reps is completely unacceptable. I also work, and would expect at this point with the hours I have waited for somebody at Westjet to care and want to resolve my concerns. I waited 5 days x 2 for my callback to happen today at 1030am MST and the call came in. It told me I was "next in line" and at approx 1034am the phone disconnected. I tried calling back and then received a message saying "due to high call volume Westjet is unable to accept my call at this time". and referred me back to online to book a callback. REALLY? This is the service WESTJET thinks is acceptable? After numerous calls, emails, chats and scheduled callbacks since Nov 10/21 I STILL HAVE NO RESOLUTION TO MY CONCERNS. For goodness sakes, hire some of your staff back and start providing some customer service. There is no reason customers should not be able to reach you nor receive a proper callback. I am trying to return my call to GUEST SUPPORT from Nov 18/21 when Carla left me a message to call back to the main number and ask for Guest Services. This is impossible when you can't even call.
Why would they not leave a direct number at this point? I already hd 7 days of messages being left from Nov 10 -17 so I did my time waiting ...only to be told to call in again and ask for Guest Support so I can wait on hold again for this department? This is INSANE. I need a callback asap [protected].

We purchased a 4 day vacation through WestJet vacations. Since this was a short vacation we paid a premium for direct flights from Toronto to Las Vegas so that we could get the most out of it. Less then a month before the vacation a WestJet agent called us to inform that the flights were being redirected through Calgary along with an additional 2 hour wait time for connecting flights both to Las Vegas and back. We explained to the agent that we had paid a premium for direct flights and that we didn't want lay overs. We were told to take or leave it and offered no discounts. We opted to cancel the vacation and WestJet has charged us a $500 cancelation fee that they are refusing to give back.

To Whom it May Concern at Westjet
(I would put an address; however, you do not post any contact email or actual address on your website so it is very difficult to personally address this)
RE: Reservation ZRXUCZ
Brenda Sheppard - Westjet Rewards [protected]

It has been over 2 weeks since I initially reached out to Westjet and I have yet to receive a response. I am very disappointed.

I would like to be compensated for the awful experience I had recently flying with your airline! Here are the reasons why:

Flight Saturday, October 9th WS532 from Kelowna to Calgary with connection in Calgary to Hamilton
• Due to mechanical issue the flight was delayed by 3 hours (I understand this happens)
• After landing in Calgary we were told to pick up up our luggage by the airline flight attendant
• There were NO Westjet Representatives to inform of where/which carousel to retrieve our luggage at
• We then went upstairs; again there was no Westjet Representative to direct us so I stood in a line up for over 20 minutes only to find out it was the wrong line. I then spent over 2 HOURS in another line waiting to find out about my connection possibilities and process. I was expecting the usual "Westjet Customer Service" which is why I had decided to fly Westjet on my first flight since the Covid Pandemic began.
• At NO time did a Westjet Representative come to explain what they were doing. In fact, at one time I stopped two Westjet Representatives as they walked by to inquire about my situation and they did not provide assistance or seem interested in helping
• I expected someone to communicate with those of us who had connecting flights much sooner to alleviate our/my anxiety. There were well over 120 people on this flight who had connections.
• By the time I saw the Representative after standing for 2 hours I was exhausted. He informed me I would have to take a shuttle downtown and gave me a $15 food voucher as there was no other connecting flights to Hamilton that day. I was travelling to visit my elderly parents in Hamilton - my first flight since the Covid Pandemic and needless to say I was already very nervous about flying.
• I have health issues due to having experienced 2 head injuries and I have difficulty with directions, especially when they are given to me quickly. I plan my trips to ensure limited disruptions/stops on purpose for this reason. I am not comfortable with public transit or shuttles and travelling to a downtown hotel and back on a shuttle (with an early morning flight to Hamilton the next day) was not something I felt I could manage. I was travelling alone in an unfamiliar city, exhausted after being up at 3 am that day to make my trip. Naturally, I was panicked and anxious.
• The message regarding my options was explained with no compassion for my situation. As I was walking away very upset, I found a Westjet Representative elsewhere in the airport who listened to my concerns and helped to calm me down. He suggested I stay at the hotel in the airport and contact Westjet after for compensation when I had had time to calm down.
• I then booked a room at the Marriott in the airport. I believe this option should have been offered to me in the first place. I have attached the receipt from that stay to this letter. I was so upset from the whole experience that I even managed to forget my hotel room number while getting ice and had to get assistance from the lobby to settle me down.
• The next day, I arrived early for my flight to Hamilton, and as you can imagine I was extremely anxious and nervous about what would happen. In speaking with the Westjet Representative that day, I was informed I could upgrade my seat for a fee if I thought that might help relax me. I decided to upgrade. The representative was unable to provide this free of charge to me (for reasons I have yet to understand), so I paid $136.20 on top of what I had already paid for seat selection previously. I am asking that you compensate me for this upgrade as well as my hotel room for this leg of my trip.

Return Flight from Hamilton to Calgary on Sunday, October 24th at 3:50 pm WS 533

• On my return flights, I hoped the worst was behind me. Everything was going fine until we landed in Calgary. Those flying to Kelowna were instructed to report to a Westjet agent as our flight at 645pm was cancelled. The next available flight was at 11:30pm. This meant a further 6 hour wait in an airport during a world-wide pandemic. I will remind you I booked my flights to avoid extended time spent in the airport due to my compromised health and anxiety.
• I was given a $15 food voucher which I did not use. I was extremely anxious and in tears at this time. I was never provided an explanation for why this flight was cancelled and the 1130pm flight was then packed with travelers.
• By the time I arrived in Kelowna, it was very late and I was unable to access the ride home I had previously arranged. It was Sunday night, and my friends and family had to work on Monday morning early, as did I. The cab I was required to take to get home cost me a further $43. Unfortunately, I was unable to get a receipt from the driver as he was not very obliging either.

Needless to say, this trip from start to finish with Westjet was a total nightmare! I am asking you to compensate me for hotel, seat upgrade and taxi ride home. I am fine to cover my own meals in Calgary, as I was provided with meal vouchers that I chose not to use (and have returned with this letter). Since my return I have had to seek medical advice and take medication to calm my frayed nerves

I will be including a copy of this to Transportation Ministers with the Federal and Provincial Governments as well as the International Air Transportation Association, as I believe they also would expect better customer service during a world wide pandemic. I will reach out to anyone who will take action if I hear nothing from you in 2 weeks time as of today, Sunday, November 14, 2021.

Hotel Room: $246.99
Seat Upgrade: $136.20
Taxi: $43

Total Amount for Compensation: $426.19

Extremely Disappointed Westjet Flyer

Brenda Sheppard
385-3854 Gordon Drive Kelowna BC V1W 3G4
Phone: [protected]

WestJet Customer Service - unable to get through on phone to WestJet or online as no agent is available to assist me to reschedule my flight. I had booked a WestJet flight from Toronto to Cancun round trip using Expedia travel website for two people. On the way back to Toronto from Cancun on November 13, 2021 the flight was supposed to depart at 6:15p; we kept on waiting for the flight to board but the flight kept on getting delayed and we were not provided with any reason as to why. Finally 1 hour later we were told that our flight was being cancelled. First they blamed the weather that it was lightning and then they stated that the lightening struck the aircraft and they gave us meal vouchers. Meanwhile all the other flights we're leaving on time. The agents told us that they didnt have anymore information to share and asked us to return after an hour. Around 8:35-8:40p they made an announcement that they will be making arrangements for the shuttle to a hotel and will provide accommodations and will rebook us on another flight. They had no further information to share and asked us to check our emails for a new itinerary. No clear instructions were provided and we were kept in the dark. By 10p we were still waiting to get notified about our new flight schedule. Those customers who had booked directly through westjet or had loyalty reward were notified and were rebooked on another direct flight the next day on November 14, 2021. Those of us who had booked the flight through third party travel agent such as Expedia received the email around 10:30p which basically was a connecting flight leaving in the afternoon the next day going to Calgary first and then there was a layover for 6 hours there and my next flight from Calgary was scheduled to depart for Toronto at 12:15 AM and I would reach Toronto at 6AM on November 15, 2021! All those passengers who booked through Expedia or third party agents were booked on the same flight! How is that fair that I paid extra money to book a direct flight and I get rebooked on a connecting flight with a connection whereas westjet clearly discriminated against those of us who booked through Expedia. This is terrible customer service and we definitely were not treated fairly! All of us who were booked on this connection tried to call westjet but there was no agent available to help guide us or provide us with answers. I initially tried to reschedule the flight with westjet and I couldnt as the message stayed that due to the initial booking being with third party I would need to contact Expedia. I contacted Expedia and they stated that it would be through westjet. No one was able to assist me in rescheduling my flight at the airport. This has been really frustrating as I tried to contact westjet call centre number in Mexico, Canada and US and I couldnt get through. I proceeded to contact them on messenger and other social media outlet but wasnt able to connect with anyone. Other passengers had the similar issue. We were left stranded at the hotel with no clear instructions as to when we will be picked up from the hotel the next day and be taken back to the airport.
I had purchased extra travel insurance and contacted them around 12:30a and they were able to get in touch with a westjet representative at 6am ON November 14, 2021. The Westjet agent told me there's nothing that can be done as all the direct flights were full for the day. She told me that there are no seats in business class and cannot find another flight via US. I suggested that they book me on another airline carrier which had availability AND was a direct flight to Toronto and westjet stated they cannot do that. The agent kept on telling me that the flight cancellation was weather related BUT again ALL other flights were departing at that time. She rep also said when I brought up them discriminating against people who purchased flight through third party that this wasn't the case. And that I was the unfortunate one as the system automatically books people which is a total lie because all the westjet loyalty members got booked on a direct flight!
This is absolutely ridiculous. I couldnt even make alternate arrangements to make my way back home because my COVID test was expiring and only Westjet could honour my test. I have lost my flight and my time. What is westjet l doing making themselves inaccessible to it's members? This has been really frustrating and a horrible experience. There is no way to contact them by email either and I cannot even reach an agent online and had difficulty during the entire time. Westjet should be ensuring customers get better service during this difficult time. All I want is to be treated fairly like their other customers and be booked on a direct flight going home at this time because of the horrible service and for the inconvenience! User's recommendation: Dont purchase flights with Westjet because they clearly discriminate between those who purchase flights directly through them and those who purchase flights through third party agents and are unfair in their practices!

My wife and I flew from Hamilton Ontario to Calgary on September 19th, 2021. Our only checked bag containing all of our personal effects for a 16 day vacation in the mountains, did not arrive. We were advised by Westjet that our bag had not been scanned into their system, and they could not account for it's whereabouts. We went into our accommodations in the mountains of British Columbia, with only the clothes on our backs. It took 6 days for them to finally locate the bag and forward it to us. It had never left Hamilton. We had conferred numerous times with Westjet and were told to go purchase items that we needed. We did this, but kept it very reasonable.
Once we returned home on October 6th, we filed our compensation claim for the additional expenses. It is now November 11th, 6 weeks after returning and submitting our claim, and we have heard nothing from them. They have failed to reply to follow up emails inquiring of the claim progress. Very poor and slow communications. First and last Wedtjet flight for sure. Embarrassed that it is a Canadian Company.

Booked Westjet flights Toronto to Detroit on ticket number [protected] &
[protected] under their claim of refund policy instead credited to travel
bank which to me is misleading. They are ignoring my request for refund of seat purchase on ticket numbers [protected] & [protected]. We did
receive a travel bank refund for the flights but not for the seat purchase. They
make it exremely difficult, and do not provide a phone number for credit complaints

WS 1403 Oct 9th Phoenix to Calgary XTHHAO
Agent incorrectly tagged our bags thru to Lethbridge in error. She indicated she would correct and delivered new tags to our boarding gate. When we arrived for our layover in Calgary our bags were missing. Took in excess of two hours to locate and give us our bags for our hotel stay in Calgary. I requested they deliver to hotel, this was denied. Filled out a baggage delay on line, but field is limited to very few characters to explain. Per website we should be compensated per piece of luggage. Pre-Covid we travelled quite a bit with West Jet.

Thanks Ken & Heather Nagy

I have been trying to get a receipt for a flight taken a month ago. I have been on the phone for a total of six hours at lleast several times. There is NEVER an answer. I have arranged two call-backs which do not happen. I have sent emails that never get answered. The web site does not list my ticket by dates and if using my credit card number will not function as you request both a forward and return date. This does not work for a one-way ticket.

WHY would I ever fly with you again?

Brad Brush
ID# [protected]
Reservation: TMAEXP
Ticket # [protected]

brad.[protected]@eastlink.ca

Booked a vacation package with a third party provider Escapes.ca for a flight with West Jet on February 8th 2020. Due to COVID-19 pandemic on March 20th I had to cancel due to Canadian government's restrictions and travel ban for my flight departure on Sunday April 12th. West Jet has refused to refund my payment of $3, 949.42 due to a 45 day cancellation policy which I feel is totally unfair to to the circumstances surrounding the pandemic that is a world wide crisis.
I would like to have my full refund and not subjected to points being placed on my account as credits. West Jet has held my money for 21 months including the interest they are earning off the backs of Consumers.

Floyd Hill

My brother and I were booked on Westjet flight t #2288 from Calgary to Los Cabos on Set 9th 2021. After boarding and having settled down the Captain informed us that the flight was cancelled due to bad weather in Los Cabos. We sat on the plane for an hour and were informed that we would have to clear customs. We had to wait another 45 minutes before our luggage arrived. You would think that the luggage would be waiting for us given that they knew an hour ago that the flight was cancelled. We then had to line up to talk to an agent who wanted to know if our trip had originated in another city besides Calgary. If the flight had not originated in Calgary they were given hotel accomodation and meal vouchers. Passengers like us living in Calgary were told we were on our own. We requested taxi voucher to get home and were told that was not their policy. Seems that there are two sets of rules.! Furthermore two of my other brothers were to meet us in Los Cabos. They travelled from Seattle with Delta Airlines and got to Los Cabos without any difficult. Perhaps Westjet should take a page from Delta's book.

WESTJET Flight Number WS 3210
Operated by: WESTJET ENCORE
CONFIRMED Thursday, 02 September
Departure: YQQ COMOX BC, CANADA
06:00

Arrival: YYC CALGARY INTL AB, CANADA
08:40

Mr P​eter J C​lemens
Seat(s): Check-In Required

WESTJET Flight Number WS 532
CONFIRMED Thursday, 02 September
Departure: YYC CALGARY INTL AB, CANADA
09:25

Arrival: YHM HAMILTON ON, CANADA
15:04

Reasons for missed flight:
Departure time from Comox was late, about 30 minutes.
Further time was taken waiting to get off the plane, as my seat was located at the back of the plane. I had to use the washroom desperately.
Further time was taken walking the length of the airport. I went as fast as I could to make the gate on time, being partially disabled. I arrived at the gate on time, but there was no one there. I had to buy another ticket to Toronto instead of Hamilton or sleep in the airport overnight. I had to pay 632.23 for another ticket to Toronto.

RESERVATION CODE CJRQPO
ISSUE DATE 30Jul21
TICKET NUMBER [protected]
ISSUING AIRLINE WESTJET
ISSUING AGENT WestJet/SDX

My uncle had passed away unexpectedly and I was planning to attend the funeral and family events on August 28th. I had tried contacting WestJet to apply for a bereavement rate, but the earliest day to book a call back was Monday, August 30th, and the funeral I was planning to attend was on Saturday, August 28th. So, I booked the flights ($700), hoping I would be able to receive a bereavement credit or refund, that are listed on the WestJet website, once I talked to WestJet in my scheduled call on August 30th. Due to my Flight 128 from Vancouver to Calgary on August 27th being delayed, I missed my connecting flight and had to spend the night in Calgary - this was a 10+ hour layover. I ended up missing the funeral as I did not land in my destination of Regina until 11:30am on August 28th.

After talking to WestJet on August 30th, they told me the bereavement rate could not be applied as I did not speak to them prior to the flight (even though I tried calling and was told to book a call back for August 30th). They would not offer me a credit for inconvenience, knowing I had missed the funeral due to the delayed flight. The representative did not offer condolences and had me on hold for 40 minutes while she talked with a supervisor. She offered me $5 credit and a free checked bag on my next flight, saying it was all she could do. She then transferred my call to "guest services", but the automated voice said they were closed, so she passed me off knowing they were closed. I travel frequently with WestJet and am disappointed in the service I received.

We booked a last min flight as our Mom was taken to Palliative care. 4000 later for two seats. Got to Nova Scotia and had to rebook as the hospital told us she was going that night! A lot of fighting we rebooked for another 700?! Have no money had to borrow this. She passed away. We rebooked. They took funeral home info and rebooked without a discount?! We can't afford this. What happened to compassion? Bereavement? No refund or help?