ComplaintsforWestJet Airlines

• Initial Complaint

  08/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  June 30, 2024 $1,036.90 I have been attempting to contact WestJet for a flight disruption that took place on June 30, 2024. I am seeking compensation for an additional flight I was required to book due to WestJets negligence in rebooking a canceled flight. During my attempts to contact WestJet my emails have been ignored and I have been hung up for recording a call that is already being recorded while trying to navigate this issue.*Recording available - unable to upload to form WestJet has no interest in attempting to resolve this issue. It is my believe that they hope their lack of willingness to find a solution will be a deterrent and result in myself and others giving up on being reimbursed for their negligence.

  Business response

  18/11/2024

  Hello ****,

   

  Thank you for contacting the Better Business Bureau. They have reviewed your concerns and requested that I respond

   

  Upon review I can see that you have submitted your expense claim 7 days ago. We are still currently working on claims from the end of July. We cannot expedite your claim or provide a estimated time for a response due to our high volume of cases.

   

  As far as your APPR claim goes,  a specialized team reviews all APPR claims, we trust that the outcome for your reservation was validated through the extensive process and the assessment was accurate. We recognize that you remain dissatisfied; however, all decisions are final. We're unable to make any exceptions to this outcome or to escalate this any further. Please contact the ****************************** (***) if you wish for mediation.

   

  Regards,

   

  Marc

  Guest Support Senior Specialist

• Initial Complaint

  08/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a flight through my CIBC reward points with WestJet.All went smoothly and I was set to fly out to ******* from ******* on the 6th of October.However, hours before we were supposed to depart, Florida issued a state of state of emergency and a 5 day flood watch for where we were staying. Shortly after, a hurricane watch was issued.Hurricane ****** was the worst hurricane Florida has seen yet. I am thankful we did not get on this flight, because ****** was supposed to turn into a category 5 hurricane the day after we landed. However, it switched early and we would have been MID FLIGHT while it happened. Their airports were shut the next day and flights were cancelled; which would have impacted my flight home. Do you think ******** cares? They charged me a ridiculous cancellation fee per ticket. They make profit off of natural disasters and hurt people. They offered me a credit, which needs to be used by a certain date, and are charging me a ridiculous cancellation fee (upwards of $200+ per ticket) to re-book my flight I think this is preposterous and its a wonder nobody wants to fly with them anymore.If this does not get resolved, I will be contacting everyone and anyone I can and letting them know WestJet prefers for you to fly into hurricanes... as long as they make money. They are NOT customer friendly whatsoever. It would cost me less (approx. $250) to book two tickets with a decent airline instead of using their credit. Make this right, WestJet.

  Customer response

  08/11/2024

  Hi there. The airline code that was registered with WestJet is: JEXCLN.

   

  thank you 

  Business response

  18/11/2024

  Hello *******,

   

  Thank you for contacting the Better Business Bureau. They have reviewed your concerns and requested that I respond

   

  I'm sorry for any confusion regarding the $200 cancellation fee per ticket you were charged. As your booking was made through a third party company, ****, we must adhere to our contractual agreements, which prevent us from processing direct refunds for such bookings or charging any fees. The only thing that we can refund is charges that are made directly to WestJet such as the seat fees that were directly refunded to your original form of payment. It is important to know who is charging these fees before attributing blame to WestJet. We encourage you to seek accurate information for clarity on such matters.

   

  We kindly advise you to reach out to CIBC directly for any refund requests related to the cancellation fees, as this fee is determined by them and not WestJet. They will be able to assist you further with your inquiry.

   

  Additionally, we would like to address any concerns or misconceptions that WestJet profits from natural disasters to harm our guests. This claim is absolutely incorrect, and we strive to act with integrity and care during difficult times. We encourage you to seek accurate information before attributing such motives to our company.

   

  Thank you for your understanding.

   

  Regards,

   

  Marc

  Guest Support Senior Specialist

• Initial Complaint

  30/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On *****/2024, we were a group of nine people from * reservations of ****** and ****** which fled from *********** to ********* via *******. However, because of aircraft machinery issues, the flight was cancelled. We were rearranged to enrouted to ******** by Canada North airline, the Westjet aircraft again to *******, then next day morning flight to *********. Glad that Westjet provided accommodation in *******. However, meal vouchers were given CAD ** (4 mastercard vouchers of $** each), but the case was only ******** accepted with reluctant manner. And all other restaurants in the airport rejected to accept that meal voucher. Although the meal vocuher shows the validity to */2026, it cannot be used anyway.I did phone WestJet and the reply was "I don't know and I cannot do anything". I think it is a kind of cheating to passengers.

  Business response

  12/11/2024

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

  Customer response

  12/11/2024

   
  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

  24/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Thursday October 3 my daughters and I were on an 0715 return flight from ******* to ******** with a stop in *******. Somewhere mid flight there was a garbled announcement about those proceeding to ******** and *********On arrival in *******, there was 12 minutes to go from one end of the airport (D) to another (C).We ran as fast as we could as the complimentary transport was all taken with Edmonton ************* an 86 year old, I knew there wasn't a hope for me but for my much younger children, it was explained that boarding had happened and the gates had been closed for up to 10 minutes.If you sell tickets with that kind of connection, you have some responsibility to assure that can happen.This old and tired lady was not impressed to have to rebook and sit around. I did accept the responsibility to manage an exit row, which was foolish. I was on WS 185 at 1205 and home at 1.25 economy seating.

  Customer response

  25/10/2024

  My daughter will have to find the airline info from her iPhone and I wont be able to get this to you within the required 2 days 

  Customer response

  04/11/2024

  I am guessing that you did not receive the codes for reservations.

  Reservation code HKTWBI

  Ticket numbers ************* ***** ********

                            ************* ********* ********

                            ************* ***** ********

  I have not been asked for anything more

  Business response

  15/11/2024

  Good afternoon *********,

   

  Thank you for sharing your concerns with our partners at the Better Business Bureau. My name is Will, and my team represents the executive leadership team at WestJet.

   

  *********, on behalf of WestJet, please accept my sincere apologies for the flight interruption you experienced on October 3, 2024. It is never WestJets intention to disrupt our guests travel plans, but there are times when a situation arises suddenly and cannot be avoided. I can confirm that the reason that your flight was changed was due to a proactive re-accommodation which was required as a result of the delay that impacted WS0409.

   

  Most of the time, these changes prevent further delays to our guests, but there are times when we cannot match the specific seat that they booked originally. I apologize for any disappointment you experienced in being moved from your original seats to the exit row. While I understand that you may have preferred your original seats, please know that the exit row offers enhanced comfort and extra leg room.

   

  With that said, I apologize again for the interruption you experienced. I sincerely hope WestJet has the opportunity to serve you better in the future.

   

  Kind regards,

   

   

  ******* *******

  Guest Support Senior Specialist | WestJet | **********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

• Initial Complaint

  22/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear WestJet Customer Service,I am writing to bring to your attention an issue my wife and I experienced on WestJet flight ****. We had purchased premium seats for this flight, as indicated on our booking, and paid an additional upgrade fee that exceeded $***.However, shortly after boarding, the flight attendants appeared confused and, to our surprise, we were asked to give up our premium seats for a couple traveling with a baby, despite having purchased and reserved those seats. The flight attendants informed us there were only *** passengers on board, so it was especially confusing as to why this seat mix-up occurred.Given that we did not receive the premium experience we paid for, I am requesting a full refund for the cost of the seat upgrade. I trust WestJet will rectify this situation, as this was an unfortunate and frustrating experience on what was otherwise meant to be a pleasant flight.I appreciate your prompt attention to this matter and look forward to your response.**** **********

  Customer response

  22/10/2024

  Our confirmation code was ******. 

  My ticket number was ***************

  My wife ******** ticket number was ***************

  Business response

  30/10/2024

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

  Customer response

  30/10/2024

   
  Complaint: ********
  
  I am rejecting this response because: when I go the the site it says it is unavailable. I am out close to $*** because of your staff's negligence. I would like my refund. Thanks.
  
  Sincerely,
  
  **** **********

  Business response

  05/11/2024

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

  Customer response

  05/11/2024

   
  Complaint: ********
  
  I am rejecting this response because: this was not an upgrade for a flight delay or cancellation. It appears that is what the website says. This was a paid upgrade that we were MOVED from on a plane that took off. This needs to be resolved. I am out around $*** due to this.
  
  Sincerely,
  
  **** **********

• Initial Complaint

  16/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Westjet Airlines ruined my Once in a Life time trip/vacation/*****. Whole experience with WJ, Start of Holiday was Frustrating, Stressful, very expensive. A Big waste of time for both myself and my sister.Strike action/Mechanics No assistance offered. Despite what ** claimed and what they offered and Never followed through with. Westjet was impossible to contact. Over * hours in queue to get any help or any information. Unable to cancel my flight. Also tried continuously prior to the scheduled flight to ******. Not knowing if the strike would continue past our flight date (s). WestJet's probability of fulfilling my/our flights or rescheduling with ********************** emails, were non existent to us. In reference, only my sister received any form of email, not helpful. I was not.Loss * days of our holiday. More costs to both of us, with our accommodations we had booked. This affected myself and sister. My sister was finally able to get into her ** account and finally cancel her flight. I was following the same instructions and logins etc. for my own WJ account. I did this continuously and noticed the menu's were different. I was unable to cancel my flight. Not able to successfully complete the cancellation transaction. This added more stress and worry for me and sister at the beginning of our trip. Very, very frustrating and more wasted time. i would definitely ask to have all of my money Refunded.I would ask that the government step in and Sanction/Fine Westjet.I am definitely a very unsatisfied customer with ************************** no accountability. Still no REFUND. I have been directed to fill out a questionaire/email form from WestJet and have been advised that the process could take up to a year. Unacceptable, time consuming and stressful financially. Out a lot of money.If I am lucky enough to be able to save up and go on another trip. I will definitely not be using WJ. ***************** Customer satisfaction, very poor rating.

  Customer response

  17/10/2024

  Ticket #

  *************

  Business response

  21/10/2024

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

  Customer response

  23/10/2024

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

  My complaint is unsatisfactory customer care, wait times in queue, unacceptable procedure and unavailability from WestJet.  Not receiving emails on how to proceedNot being rebooked on another flight within ** hours as stated. Not receiving my Refund. After spending hours on hold to speak to someone at WestJet, over * hours in the queue, finally I was able to get through. I spoke to a person named *****. ***** stated and i quote, YES you are able to cancel your flights for both yourself and your sister ********* ******.Under Travel Advisory. Refund available on line up to 30 days and Refunded back to Original form of payment. No charge to Cancel or change destination or date.Advised there will he flight cancellations. Advised Only ** planes with WestJet in the air.***** instructed me on how to cancel our flightsStep *  Managed TripsStep *  Managed FlightsStep *  plus our  ID logins and passwordsI was successful and received a Full Refund to my original form of payment as stated.  In the amount of $******* on July *, 2024. As instructed, ********* also followed the same instructions from ***** (WestJet contact) continuously and was unsuccessful. We would like an explanation and a Full Refund for ********* ******.Sincerely,****** ******

  Business response

  31/10/2024

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

• Initial Complaint

  08/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to express my dissatisfaction with my recent experience flying WestJet from ******* to ******* on August **, 2024. I purchased two ********* tickets for a total of $********, expecting the amenities that come with this fare class, such as a carry-on, checked bag, extended legroom, and access to WestJets onboard entertainment via WestJet Connect, including Wi-Fi and device charging *************** my disappointment, WestJet used a Swoop aircraft for this flight, which was not advertised or disclosed at the time of booking. As a result, none of the amenities I paid for were available, and the experience was significantly below the standard I expected when choosing WestJet. Had I known this, I would not have booked this flight. I would have booked with a competitor who was offering better service, for the same cost. I believe this service falls far short of what was advertised and what I paid for. As such, I am seeking a refund of at least 50% of the ticket cost, as the service provided was comparable to that of an ultra-basic fare rather than the ********* experience I purchased. I have reached out to Westjet already, but they are declining any reimbursements, or vouchers, so now I am coming to the BBB for resolution. I am prepared to escalate this matter as Westjet is falsely advertising their services, and charging more than what they are providing.

  Customer response

  08/10/2024

  Hello, I have attached the ticket receipts for both passengers, the reservation code is ******. 
  

  let me know if you require anything else

  Business response

  21/10/2024

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

  Customer response

  21/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I have received a email from WestJet and the ******** ******* this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  04/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My family of **** was returning home to ********* from *******. I tried to check in on line and was requested to check in at counter to verify passports. We went to the WestJet counter and got all checked in. The counter personel said we HAD to check in our luggage that it was too big. I looked up the measurements prior to flying out and we were all within the measurements. This did not make sense as we did not have to check our bags flying out . They offered to take our bags going to ******* since it was a full flight at no charge.When we were seated on the plane the person behind us carried on the EXACT same luggage that we were FORCED to check. I started looking more closely and most of the people carrying on luggage had the same size & bigger than what the **** of us had. Had we been able to get our online boarding passes without going to the counter we would have not incurred the cost of checking in * bags at the highest counter cost $***** each!!!! I took pictures of other luggage that was accepted and carried on for reference. The flower Dakine luggage is the same one we were FORCED to pay to check. The others were the same size and would have fit easily in the overhead bins. I wonder if WestJet is just taking advantage of those international people who Have to show passport and stop by the counter.

  Customer response

  07/10/2024

  Ticket confirmation numbers

   

  ****** ******

   

  I was not on my computer over the weekend.

  Please advise what other information you require.

   

  Thank you,

  ******

  Business response

  21/10/2024

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

• Initial Complaint

  03/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April *, 2024, I booked a flight from ******, ***** to ******, ************ (booking reference: ******) with WestJet. I received an email on April *** titled 'Your Itinerary' with the details of the flights (destinations, dates, times, and operators). Attached is a copy of this email and a screen shot of the document under the link 'Print Itinerary' (only check on July ****).On July ****, when I went to check-in for this flight, the WestJet app said "Trip not found". This flights did not exist. I had to rebook a new flight the day before departure, which was at a substantially higher cost. When I returned to look at the email of the itinerary there was a section in small print saying: 'We are currently processing your payment. If youve booked a full fare, youll receive a follow-up email with all your flight details, reservation code, ticket number and confirmation once your payment has been authorized.' I had not originally seen this disclaimer and I did not receive a second email saying my payment was not processed. I'm extremely frustrated that WestJet sent an email titled 'Your Itinerary' with fine print saying that the flights might not exist. I called WestJet and explained the problem to them (Oct *, 2024), but their response was that I need to read emails fully, including the fine print, and that nothing could be done. An unconfirmed itinerary should be stated in the title or in large print in the email. I believe this is deceitful business practice which predominantly victimizes elderly people. Upon looking at my credit card statement, I was not charged for the original flight, but the new flight that I booked the day before flying was much more expensive. I am looking for a reimbursement of the difference between the two flights. The original was around $*** and the new flight cost $*******. I would like reimbursement of $****.(Written by ****** *********** on behalf of ****** ***********)

  Business response

  07/10/2024

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

  Customer response

  09/10/2024

   
  Complaint: ********
  
  I am rejecting this response because: I would like WestJet to change their business practice of sending emails that look like a confirmation email, but aren't and with no follow up email saying a payment was rejected.  In a similar situation, an email should be titled 'THIS IS NOT A TICKET' or, better yet, no email should be sent at all until the payment has fully gone though.
  
  Sincerely,
  
  ****** ***********

• Initial Complaint

  17/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July *, 2024, I was on a WestJet airplane that was delayed after landing on the tarmac in ******* for approximately ** minutes. I was also forced to check my bag when boarding the plane because there was no room for my luggage. I was told that my luggage would be available when I got off the plane, but none of the employees could find my bag. This resulted in approximately ** minutes more of searching. Ultimately, I missed my connecting flight to ***********. I was forced to rebook my flight, pay for hotel and meals, all at my own expense. I have contacted WestJet and received replies that they are behind in responding to complaints. This has been almost three months and still no resolution. I was forced to pay over $***** out of pocket for my flight and hotel. Also, as a result of the missed flight, my luggage was lost and not returned to me for over a month. I submitted all receipts to WestJet and expect full compensation. I have contacted an attorney and was told to exhaust all possible remedies before proceeding further.

  Business response

  25/09/2024

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

*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. ↩