WestJet Airlines
Reviews and Complaints

Hi,

The 1st of February I was travelling with WestJet flight WS004 from London to Toronto. The flight was delayed and landed approx. half an hour later than expected. This resulted in me not making it to my next flight to Bogotá. I was able to rebook my flight to Bogotá for a fee, but the next flight was the same time the next day. The delay with WestJet from London resulted in a delay of 24 hours, so I had to spend one day in Toronto.

Due to the fact that this was an international flight of more than 3500 km and that the waiting time due to the delay was more than five hours, I would like to request replacement with legal basis in the Montreal Convention of 1999.

Best regards,
Amanda Rydningen Engeseth

I called WestJet and Expedia to cancel my ticket due to the potential strike. When you call WestJet, you hear a message from Bob, probably VP customer care, that one can cancel a flight due to strike. However, when you talk to the customer service they are not ready to do so. I spent two hours talking to these people and they hang-up. Note that I am from Toronto and if something happens I am stuck. And if I have refund, that will be done 72 hours before cancellation and i will have a coupon for future use. That means, prices will skyrocket and I will not have my money to buy another ticket. Very Miserable and saddened to see how customers are mistreated- very inhumanly.

I purchased some new luggage while on a trip to Vegas and on my way back to Canada it was badly damaged. I'm quite upset about this as the whole suitcase was damaged to the point where I didn't even recognize it when it went by on the belt to be retrieved after landing in Canada. This is very disheartening as you would thing that some kind of care would be set forth when handling people's personal property. I expect that over time some marks would occur but this was ridiculous. The reason that I purchased new luggage in the first place was because 4 months ago, while travelling with WesJet, my previous hard-shell suitcase was cracked right open and wasn't usable anymore. I'm attaching pictures of the damages to the brand new suitcase. You will also notice that the metal symbol was ripped right off. Every picture is of a different damaged area.

Fri May 4/18 wind storm in Toronto
1.Tampa flight (LRHIBK) WS1245 est to be just under 3 hrs was over 10 hrs. Little information provided throughout the flight. Attendants were oddly quiet and remained buckled in their seats for the Montmartre. Pilot advised passengers approximately 3 times but stated he was "very busy"
2. Severe turbulence & aborted landing at 500 ft (we thought we were going to die as plane lifted back up at over 45 degree angle!) lead to diversion to Windsor where we remained on runway for almost 3 hrs, unable to disembark
3. Nothing to eat except pretzels … cookies provide x3 throughout the day and evening
4. No milk available for 15 mo old grandson after our supply ran out
5. Daughter-in-law severely I'll because of turbulence
6. After 6 hrs attendant told us, we could nor change the baby even with a blanket and change pad. Because seat belts were required for most of the time, once in Windsor bathroom lineups were so long they met in the middle.
7. Only water available for most of the trip but juice finally offered once on Windsor runway
8. After finally landing in Toronto close to midnight we waited another couple if hours on the runway to get to customs where hundreds of travellers were in line
9. Once through customs told pick up luggage 5 bags, baby carpet and carryons and to go to Westjet counter where hundreds more were lined up.
19. Desk serviced by just 3 attendants. We were told that the police maybe called to disperse crowd because Westjet could not accommodate all with connecting flights
11. I was in a wheelchair with severe edema, unable to walk due to the length of flight.
12. Received $15 food vouchers around 3am Sat may 5. Most restaurants were closed, even Tim Hortons had NO FOOD OR MILK for the baby
13. Shortly thereafter we pushed to a side counter where we were assigned boarding passes for a flight to Ottawa in the later afternoon around 4:30 pm UNACCEPTABLE
14. No hotels were available within 40 miles if the airport. Spent the night trying to contact Westjet via phone, website etc. No help offered
15. Approximately
5 am left airport, paid $75 for taxi to Union Station where we were able to get last Via Rail seats to Ottawa leaving approx 6 am
16. Air Canada offered one for one exchange of boarding pass for Via Rail trip. WESTJET OFFERED NOTHING.
This trip cost $ 350 for 3 adults and baby free
17. The Westjet 3 tickets for this debacle were $392 USD.
18. Gave up seats and Cancelled flight to Ottawa later that day, NO COMPENSATION to date
Please advise as to how and when Westjet plans to compensate.
Janice Farmer

Hi my name is John Cole madden and last night may 17, 2018 I was suppose to catch a flight. I had 2 drinks at home and two at the airport before my flight. I always have a few drinks before a flight because planes make me nervous. So I was already boarded onto the flight with my luggage in the bin and was resting my eyes before plane took off. When I was approached by a flight attendant saying that I was a threat and had to leave the plane. Knowing I had no choice I didn't make a scene and left where they had three officers waiting for me outside accusing me of being a drunk. Just would like my flight refunded at the least of another flight thanks for your time.
[protected] I was suppose to head home for may long I havnt been home for a year and was heading from Pearson airport to Thunder Bay

Hi to whom this concerns
Just recently I was traveling on WestJet from Calgary to Detroit. I was traveling with my family which includes my wife and my seven-year-old son and my five month old daughter.

We had traveled from Detroit to Vancouver earlier in the Trap with no issues.
But when we went to check in at the Calgary counter they refuse to let my five month old daughter board the plane due to only having a long form birth certificate. I was told that this is Canada Transportation policy.

I attended kind of Transportation in Calgary where I was advised that they are okay with me boarding the plane with my daughter's long form birth certificate. At which point the officer with kind of Transportation contacted WestJet and advised them that it is okay for us to travel he was told that WestJet would let us on that flight.
Once we arrived at the WestJet desk again we were told by the same lady who was very arrogant and rude that we are not allowed on the flight as this is WestJet policy.
I had also contacted u.s. immigration who advised that I should be able to get on a flight to the US without a passport for a five-month-old.

Advisors to the same lady who is the front desk manager she did not want to listen to what I had to say as well she did not want to help me in any way.
So me and my wife are left at the Calgary Airport with our 5 month old and her 7 month old who were not having the best of the day without any help from WestJet in order to figure out how we were going to get back to Detroit or somewhere closer.

I ended up contacting redtag who advised that I would have to pay an extra $1, 200 to get a flight to Tronto at which point I rented a car for another $300
To get to you Detroit where I can pick up my vehicle.
So I want to file this complaint in regards to your staff being very unhelpful not professional and very arrogant towards us and not helping us with our five-month-old we ended up staying at the Calgary Airport for approximately five to six hours before we can get on a flight or get anywhere.
I'm hoping I can get reimbursed for my finances and this occurrence does not happen again as we are very unhappy with WestJet at this time.

Last time we traveled WestJet was to go to Mexico we're on our way back we got stuck in Mexico without WestJet advising us what's going on because the flight did not leave Toronto.

Thank you

I am an Azerbaijan citizen with a valid Resident Permit of Canada, and my daughter (3 years old) is a Turkish citizen with a valid PR of Canada. We had a flight from Halifax to Kiev (Ukraine) via London (Gatwick) on 6th of May, 2018. Checking the transit rules of the UK, I was informed that we did NOT need a transit visa for UK since we were leaving Gatwick airport within the same day, and since I was traveling without luggage I was not supposed to enter UK border control. Besides, since we both are residents of Canada (with Canadian PR and visa), according to the transit rules of the UK, we did not need the transit visa as long as we did not leave the main airport building.
We were not accepted to the plane (WS 24) by the Westjet agent (Jan 22274)even though I submitted our boarding passes for the connecting flight from London Gatwick to Kiev within the same day. Besides, the first agent of Westjet gave us our boarding passes after confirming that we did not need a visa to enter UK, the other agent sent us back to home 20 minutes before the flight. The agent told me that "you land in North Terminal at Gatwick airport, but your connecting flight leaves from South terminal". Clearly, it was impossible to convince her that I do not have to enter any border control for changing the terminals at the airport by using the internal terminal shuttles. The website (www.uk.gov) clearly states that we don't need a visa as long as we don't leave the "main airport building"-not the terminal! I lost more than 1.000 CAD including my connecting flight, my hotel reservations, etc. in Ukraine because of ignorance of this agent. More importantly, Westjet agent ruined all our travel and vacation plans. kindly I would ask you to provide compensation for this unfair action.
Best Regards.
My name is [removed]
My daughter: [removed]
e-mail: [protected]@yahoo.com
C: [removed]

I flew direct from Toronto to Punta Cana on April 22, 2018 with 3 of my friends. We all put our luggage through together but mine somehow was not put on the plane. I received it late the next night. I didn't mind that too much as I had packed enough essential stuff in my carry on, and with the help of my friends, I could make do for a couple of days. However when I received my bag I found that there was some things missing. I can recall at least 6 things that were missing from my bag as they were things that I went looking for. While I am not looking for any reimbursent I want to let others know about this so maybe they can try to prevent it from happening to them. I am also not too happy thinking that someone went through the contents of my bag. Anyways hopefully this does not happen to me again.

I purchased a flight from Winnipeg to Edmonton on Wednesday May 9th. The passenger was advised that there was a price decrease for the flight from $291 to $122 and that I would be reimbursed for the difference. I finally got a hold of someone with customer service today, and was told that I had to fill out a feedback/complaint to be able to get reimbursed. If someone could get back to me as soon as possible regarding this it would be greatly appreciated. The airport westjet workers informed the passenger that it would be reimbursed onto the credit card that was used, and so far nothing has been credited to my card.

I. Was making flight connection and all went well in first trip to Van. From Kelowna
Then in doing the same on my return flight it was a total run around with no one giving me correct information and causing so much delay to not making my flight. I was then f
required to purchase another ticket to finally get home

o
This was not due to my neglect or trying in earnest to speak clearly for my needs. They were not busy they were not helpful and they need to take responsibility for their lack of care, interest, to send us to proper desk and check with our online booking. I had all information on my phone along with passpot in my hand
It was simple to check all online and send me on to next department
Time was not the problem it was their lack of care or desire to help me to get my flight on time

I was very saddened and this should not happen when you are trying to do all things right and follow their direction

Please compecsate me for payment of another return flight as my insurance does not cover this .

Please let me know as soon as possible so I can find resolution.
Sincerely,
Karen Connell

Hello. I recently cancelled a flight in order to book a new one. I was supposed to receive a credit of 288, 44.
I thought this woukd be credited toward my new flight but it wasn't. I had to call twice to manger
the situation resolved. I was eventually issued a credit of 288.44 but need the money now as I am
not planning to take another flight for some time.

I woukd like this refunded to my credit
card if at all possible. There was a glitch in the system that caused the error. Not sure why I should
Not get a credit refunded to me because of a system error. Please contact me about this.

Ws024
fmpxfw.
Just to inform you how appalling this journey has been for my son, age 16, accompanied with his uncle,
first of all when the flights were booked, luckily when i checked the return flights home they were wrong, so we had to quickly get this rectified as my son had to be back in the uk b4efore the 5th may !
so the 1st flights was one problem,
secondly,
they were due home to the uk saturday 8.25am, london gatwick.They managed to get to halifax,

only their connecting flight to the uk.During this journey, they recieved a message thats its delayed! not acceptable!
my son has lost valuable time as he was due to attend his ice hockey nationals in sheffield, saturday 5th 2018, 12pm.

But because of the service of westjet and the staff, and the carelessness from this, he has missed his opportunity to fulfil his dreams and career which has cost me alot of money!

bearing in mind it is now sunday, 6th, 15.20 uk time and my son is still stranded in halifax!

regardless of giving them food vouchers and somewhere to sleep, this is totally outrageous, appalling, frightening, and disgusting how this matter has been dealt with for a 16 year old !

during all this stress and panic i have been continuesly trying to get through the helpline desk and no one is answering the telephone !
why have one if no one is answering the telephone calls !

i have never experience a flight like this ever in all my years in any air lines we have flown with, and this is the first and last i will ever use your airlines of westjet!

unfortunately i now have to wait yet again another day and night before i get to have my son back !

On April 2/2018 my husband and I were flying back to Edmonton from Puerto Vallarta, Mexico. Our flight was stopping in Calgary to change planes before heading to Edmonton. We had purchases two bottles of Don Julio Tequila and one bottle Vanilla from the duty free shop in the P.V. airport. Once we landed in Calgary, we were shuffled through to catch the plane that would bring us to Edmonton. Luggage was not accessible as they directly put it on the plane.
As we were going through security we had put our duty free items in a tray and then as we were grabbing our belongings a staff member asked if the duty free items were in the right bag. We had no idea what he was talking about. Duty Free staff in P.V. had our items in a duty free bag with a thick plastic tie that slides to tighten. Only way to open it would be to cut it! Anyways...he had opened the bag and opened our boxes and told us it is in the wrong bag. We asked him if we should of known this. He said that we wouldn't know what bag is needed. He took our items. We were in shock!
Even the couple behind us couldn't believe it either. We were doing the right thing in purchasing these items in duty free and we got it taken away anyways. Frustrating! There should be some kind of information sent to all on this type of transferring of planes. We could of bought these items in P.V. and put it in our luggage. Now we are out approx. $100.00. We do have our receipt and a refund of this money would be nice as we were completely unaware of the proper bag these items needed to be in for us to bring home. We have always flown with WestJet and never had a complaint, but this doesn't seem fair at all.

Thank You,
Shanelle Maria Goudreau

I'd like to report the very poor service that I received. I arrived in Vancouver on April 16th at 7:30 Am and had gone to the desk to change my flight to arrive home at an earlier time which after waiting in line for almost an hour I got to the lady and she provided poor service and didn't want to do anything about changing my flight and left and handed me off to someone else who was helpful and got it done. My flight leaving Vancouver was delayed by an hour and a bit which set me back arriving in Calgary to catch my connection flight which we then landed and sat on the Tarmac for 20 minutes which made me miss boarding to my connection by about 5 minutes. So then I had to sit in Calgary for what was supposed to be an additional 2 hours. However that flight was then delayed for another 2 hours, which we then boarded everyone was boarded and this is what is unacceptable that we sat and waited on the Tarmac with the plane boarded for 35 minutes waiting for 2 "crew" members who were on an arriving plane that weren't assisting on this flight they were only passengers which is very unacceptable and as a west jet member I find that very very poor service after a day that was constantly delayed and not trying to please he customer but there own staff. Where if they can hold a plane for 35 minutes for 2 passengers then it could have been held for 5 minutes for the people that were trying to make there connection.

I purchased a one way ticket to Grande Prairie from Edmonton on April 17th to say goodbye to my dad. I didn't make it unfortunately. I told the vookumg agent when i called to book a last minute flight what it was for. I was then charged an outrageous price of $998.00 for a one way ticket for a 2 hour flight. I have told a few people aboit this and they are disgusted with the price gouging during such a difficult time.
I would like a credit or a partial refund. I purchased my ticket with my Westjet mastercard. I have contacted the CTV news assignment team as i am friends with a couple of them and they told me to contact t you first. Please give this your prompt care thank you.
Michele Park

This incident happened Feb. 6/7th. We were travelling from Fort Lauderdale to Toronto on to Calgary. We choose to fly with your Airline and we were shocked by the horrible service and the disgusting hotel we are put up in. I can provide pictures of the room. I wouldn't put up a stray dog in the Mississauga Inn & Suites.
Please contact me at [protected]
Thank you,
Vera Groen

To: WestJet
Dear Madam or Sir,
I am writing to request that WestJet Airlines compensate me in the amount of $616.42 for the delay of WS1245 from Tampa to Toronto and missed connection from Tampa to Halifax to depart on Tuesday March 27, 2018 at 1:40pm and 6:15 pm respectively. In accordance with Article 19 of the Montreal Convention. This is well below the limit of over $8000.00 that could be awarded by assessing my right.
The flight was due to leave Tampa on 1:40pm with check in for 10:40am as I was told when I called that morning regarding times. (Reservation code was URLOWV). The flight did not leave until after 11pm that night, over 12 hours in that airport alone. The delay of course caused me to miss my connection from Toronto to Halifax (WS 0252) which arrived at 10:33 am the next morning. This caused a loss of income and I had to make different arrangements to get me to Cape Breton ($100.00 gas) to travel to Cape Breton as I had no sleep to this point. The hotel voucher provided for Toronto was of no use as there was not enough time between the boarding times for Halifax, especially considering I required assistance as prearranged with you prior to my flights. This assistance was requested due to chronic pain with my back which this trip flared up due to the excessive delays.
Booked with West Jet (reservation code: URLOWV) Assistance requested due to back issues (this was done while booking my flights originally at all stops)

Scheduled flight: Tampa - Toronto Toronto - Halifax
1:40pm - 4:30pm 6:15pm - 9:15pm
Arrived early after arranging a drive to airport around 11am. Was told that the plane was delayed a few hours and to sit down and they would provide an update when they knew more. I asked why we were not notified of the delay and she responded that it was just happening at that time and they would keep us updated in the sitting area. I asked if I could book a later flight maybe the next day and asked what was available as I have a bad back and was worried about the pain I would be in due to the delay and I had friends that could come and pick me up. She replied that they couldn't do that as the flight that was going to be sent for us wasn't even in flight yet and that I would need to call WestJet directly to find out available flights. I had no phone with a plan to cover calls and WiFi not working which left me in a panic.
I found out from another passenger that it was due to mechanical issues and that it was delayed even later. I noticed that others had their bags checked and they hadn't taken mine so I went up to ask at 12pm. The lady (Laura - working at the middle kiosk area) was very rude when I approached and said "you don't need to keep coming to ask questions!She would let me know when something changed in an exasperated voice. apologized and said that others had it done and I didn't know if mine should have went also and she said that would be pointless since they didn't even know the flight it was going on yet and would need to change tags.
Later on, I spoke to a couple that were leaving the airport and had rebooked for the same flight 2 days later although they told me they couldn't do that. I went back up to the counter and made sure I spoke to a different lady. She was very helpful (her name was Mary Ellen). I explained that due to my back issues I was worried as by this time we knew the connecting flight in Toronto would be missed and we wouldn't get out until 7:30am. She was very understanding and checked other flights but there were multiply connections and the others that were better were already sold out as the first lady wouldn't check for me earlier. She explained that I would be provided with a hotel voucher in Toronto so I felt more at ease knowing I could rest a little before my morning flight to Halifax. It turns out the flight kept getting delayed so that by the time it arrived in Toronto there was no time to rest as the next connection to Halifax was due to board soon. Confirmed by the people assisting me in the wheelchair at Pearson airport.
The flight delays while sitting at the boarding gate over the hours ended up being
Originally 1:40, delays 3:25pm, 9:30 pm, 10:15 pm, 10:45 pm, 11:10 pm
I ended up Halifax collecting my luggage at around 11am on Wednesday March 28, 2018.
I had to make arrangements to get picked up as my drive the previous night was no longer available. I paid $100.00 in gas to have someone at the airport waiting so that I could drive directly to Cape Breton and stopped for a meal from Halifax to Cape Breton. I hadn't slept in 34 hours straight due to the back pain and unable to rest at airport or the flights by the time I got home and went directly to bed.
The next day I received an email from WestJet apologizing for the flight delays and a $250.00 WestJet dollars into my account that needs to be used within a year….what a joke! I was provided with some meal vouchers that I still have and of course the hotel voucher provided was useless as there was no time to make use of that. This is a goodwill gesture, not compensation which I feel I am entitled to.
Considering I could have stayed in Tampa at friends with no extra charges or causing a flare up in my back pain if the WestJet representative had not belittled me and given me wrong information, I am upset at the resulting circumstances.

Original itinerary: Tuesday March 20, 2018 Halifax-Toronto Toronto- Tampa
6:30am - 8:03am 10am - 12:53pm
Return: Tuesday March 27, 2018 Tampa -Toronto Toronto - Halifax
1:40pm - 4:30pm 6:15pm - 9:15pm
Amended due to mechanical issues 3:25pm, 9:30pm, 10:15pm, 10:45pm, 11:15pm
Toronto changed to following morning 7:30am to Halifax 10:15am
Reservation code: URLOWV
Flyer number: [protected]
Assistance requested due to back issues (this was done while booking my flights originally at all stops)

The flight was booked based on arrival time at Halifax on return flight. I paid $416.42 but the original price was $616.42 with WestJet credit of $200.00 based on previous issues.
I am requesting a refund of $616.42 (not WestJet dollars which is a good will gesture) based on the issues this delay caused and the customer service received.
Please be aware that pursuant to article 26, WestJet cannot rely on any contractual language to evade its liability.
I look forward to hearing from you as I am hopeful this can be resolved with WestJet with no complaint being lodged with Canadian Transport Agency.

Sincerely,

Carla MacLean

My friend and I booked a flight from Varedaro, Cuba for Mar 24, 2018 due to a death at home. The flight booking # ZPVOUA Varedaro to Deer Lake Nl. We got to Toronto ok. Whe were the we called home to find out that there was bad storm expected on Friday Mar 25; 2018. We went to the Westjet desk and asked about the weather in Deer Lake. They said they had heard about it. I asked about getting put on a Air Canada flight that night direct to Deer Lake. They gave me a card to call Customer service who could deal with it. I was told by them that until the flight got cancelled they would not change our flight. I advised her that by the next morning we would be stuck in Halifax and I flight would be cancelled. I reminded her that we were going home because of a death but she still wouldn't help us. We flew to Halifax that night arriving 2 hours late and could not get a hotel. We had to sleep in the airport on a bench. Around 5:30 am on the 23rd we got notification that our flight was cancelled and we were rebooked for Sunday Mar 25th. The funeral was on Saturday. We hurried to the westjet desk and tried everything to get a flight to Deer Lake to no avail. They sent us to St Johns ans we got in there at 10am. We rented a vehicle and proceeded to drive across the island which took us 8 hours and through some really bad weather. I am very disappointed because I had very high expectations of Westjet. We were so worn out and tormented getting home and arrived 10 hours later then expected. I would hope you will find it in hearts to compensate in some way. Also I will say that the wheel got broken off my suitcase and baggage claim in St Johns replaced no problem. I would like to thank them for that. Thanks.

Maureen Jesso
[protected]
[protected]
[protected]@hotmail.com

My mom went home to Philippines on mar 27, 2018 flight WS 123 departing van, and connecting to flight KE 072 I C airport, flight KE 623 to NAIA airport, they track the luggages it was left in vancouver... We live in ilocos sur province about 8hrs away from manila... she get the luggages on saturday but she arrive on wed at 10:15pm "INCONVENIENT"..

To the kind attention of WESTJET Airlines Customer Care Service,

On January 13, 2018, my trip on a cruise was completely devastated by the terrible experience with WESTJET. I showed up at the Montreal Trudeau airport at 8:00 AM in order to take flight WESTJET (WS1054) to Fort Lauderdale in order to catch our cruise. I am a cancer survivor, 71 years old and I was obligated to wait in the airport until 3 PM, at which time we were told the flight would still be delayed due to mechanical issues. This continued until 5:30 PM when we were finally told that the flight had been canceled all together. Having waited the entire day completely drained me of all my energy and I was drained physically and emotionally.
I was able to take a flight to Toronto, which would assure me getting to Jamaica the next day. This was the only option of saving some part of my cruise I planned for me and my daughter. We were already told that we would lose 3 days of our cruise and this was devastating, to say the least.
Unfortunately, we didn't get to the hotel before 12:30 midnight, unbelievably tired, distraught, exhausted, demoralised and absolutely devastated. We didn't get much sleep as we needed to get up early in order to catch the plane. The hotel was not too far from the airport but still needed to take advance due to the distance.
On Monday, when we finally got to the hotel in Jamaica, we were so completely exhausted that we slept fort the entire time and did not enjoy the place, even though it was beautiful. This just to add pain to the suffering.
Our physical and emotional stress was incalculable and we are confident WESTJET will be able to recognise this with a financial solution. On top of this, we also had to pay for our hotel at the Toronto airport, not to mention to hotel in Jamaica (paid for on my WestJet Elite credit card), transportation in Jamaica from the airport to the hotel as well as from the hotel to the cruise and the various long distance calls to friends, family and our travel agent. The Jamaica destination was necessary as it was the next port the cruise would stop at, in order for us to limit the losses of this terrible trip caused by the WESTJET debacle.
e-Ticket numbers:
i- ST JEAN/ANGELINE [protected]
ii- ST JEAN/ANNE [protected]
The cost for the hotel in Jamaica 946.68 $
The taxi transportation costs in Jamaica 122.00 $
Jamaica customs applied 70.00 $
Long distance phone calls to remedy the situation 41.00 $
3 cruise days lost 995.80 $
Personal stress incalculable
Total amount being claimed 2 175.48 $

The incredible stress is incalculable but I am confident you will be able to attribute a monetary value to this.