ComplaintsforWestJet Airlines

• Initial Complaint

  29/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My day could be going much better, thank you, except due to the Fact that I had to fly back on Saturday, July ****, 2024, from ***********, ********** to *******, ******* ****** due to a family emergency involving my ** year old mother just passed away during my flight at **** a.m. (e.d.t.).This Very Expensive One (1) Way Ticket cost me $****** Total!Typically, when You Are Flying For A Bereavement Purpose, You Get A **% Discount Off Of Your Ticket As Long As You Can Prove It and I Received Absolutely Nothing From WestJet Airlines For My Mother,******************************** Bereavement In Which She Will Be Buried Today On Monday, July ****, 2024!In Addition: My flight overall was Very Uncomfortable due to the reason that when You Pressed The Button For The Seat To Move Back, Nothing Happened!I Slept Very Little on that flight!Lastly, the Inflight Snack **************** Was Also A Disaster!The Flight Attendant told ME that the reason of Why we Never Received Any Snack **************** was because of the Turbulence, but they had Plenty Of Time To Serve Us Something In Between The Turbulence!In Addition: The Flight Attendant also told ME that theydid Serve Us Later, but claimed that I Fell Asleep!How Could I Sleep On That Plane when it was So Difficult As Explained Above?In Addition: It did NotAppear that Anybody In My Row Ever Got Served Anything During The Duration Of The Entire Flightsince I was sitting at the Aisle Seat and Would Have Noticed And/Or Felt Something!Sadly, I receivedNO Snacks Or Drinks During My Whole Flight and it was Not until we were Departing that I went up to the Flight Attendant To Ask For Something To Drink Since I Was Totally Dehydrated During My Flight, Let Alone Crying For Most Of The Night And Not Being Able To Sleep Due To The Very Uncomfortable Seats That Would Not Even Go Back One (1) Single Inch!Enclosed, in the attachments, please find copies of my Airplane Ticket for your reference and further review. Thank you.

  Business response

  30/07/2024

  The business responded to this complaint but requested that their response not be published.

  Customer response

  30/07/2024

  i accept,

  can the voucher be used by my friends or can i give it to my friends?

  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

  22/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We flew with west jet back in march for my daughter ***** competition! i paid extra for the seats to be together when we got to the airport my ************************************************************************************************** the back of the plane. Why would i pay for the seats and not get reimbursed for what i didn't get? i am totally discussed with westjet.

  Business response

  31/07/2024

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

• Initial Complaint

  18/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Last June my friend bought me a $** ** for ** for my birthday. Turns out West Jet will only let you use a ** with a credit card when you book travel so I havent been able to use it. I have a ** credit card so I always fly with their WJ dollars.I called and spoke to customer service (multiple times) who then told me to wait until they have their WJ dollars on sale and I can use the *** Perfect, I wait and tried to buy them in early June this year but was told its a third party so I cant use ***Im beyond frustrated as a ** is cash. I ask ** to help me use the *** what can I buy? Id be happy with anything at that point (lounge, seat upgrades, etc). They advised it can only be used towards flights. When I said I will never be able to use it because I have their card, the supervisor advised there was nothing they could do.

  Business response

  24/07/2024

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

  Customer response

  24/07/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  17/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My mother's name is ***************. She booked a flight from the third party company(*****) and the flight **** is the Westjet which is on June ***, 2024 ****pm. The **ticket number is **************.We arrived at ****pm. I drop-off my mom in the international airport at ****pm. She walked to the Westjet luggage check-in area. I went to park my vehicle in ** international parking lot. After I met my mom in the airport. The front desk server who is a girl is Korean asked us went to the special line to do the luggage check-in because my mom is holding the Chinese passport. There are around ** Chinese customer families. But, it just move a bit after **mins. The supervisor told me they cannot let us check-in because we didn't come before the cut-off time. But the cut-off time is ****pm, we had been there before ****pm. He is making a reason to rejecting us to catching the flight.#no enough space, please read the complaint letter from the Upload Supporting Documents, Thank you!

  Customer response

  17/07/2024

  So ***************, my Mom she ask me to complaint the Westjet. However, she has not idea how to use English at all. So I wrote all the things when she spoke Chinese behind me. 

  Business response

  24/07/2024

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

  Customer response

  24/07/2024

   
  Better Business Bureau:
  
  

  Thank you for your contacting. I will provide the Itnerary forward to you which is from *******(***) to *****(***) on July **,2024. 
  Reservation code (six letters) or ticket number (13 digits):?*************
  
  Full name of one of the guests travelling on the reservation:  ***************
  
  If you are not one of the guests on the reservation, your full name: *********************
  
  
  
  AND one (1) of the following details:  
  - Flight dates along with departure & arrival cities: Departure city: *******(***), Arrival City: *****(***)
  - Email address associated to the reservation: *************************
  - Phone number associated to the reservation: *********** ( this is Chinese phone number)
  - Date of birth of guest(s) travelling: ********** **** ***** ****)
  
  
  I appricate your following, hopefully those infos can help you moving forward on my case!
  
  
  Best Wishes,
  
  
  ****** ****.
  

  Business response

  24/07/2024

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

  Customer response

  24/07/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  My mom, *************** is not the only one who didnt catch the flight. There are two guests who came to the airport over *** hours before the flight. It is over the time you recommended arriving in the airport. So this is not an isolated occurrence. And always there are only two desk for Chinese passport holders, even though you(the westjet) actually already knew every Chinese passport holders need more time than others to do the luggage check-in. And also, as the policy that South **************** updated one years ago, Chinese passport holders dont need to apply any **** if they go to ***** with transition. That means you guys dont need to call ***** while we are doing luggage check-in. However, because you guys dont know this policy and never renew the system, the check-in takes way more time to impact the guests to catch the flight on time. that is exactly the westjets problem. And then you put the issue to us and telling me it is our problem. We arrive on time, *** hours earlier is just a recommend arriving time. If we go through the new policy while luggage check-in, no one will miss the flight. Unfortunately, you guys are still using the old policy to every Chinese passport guests. 
  
  ****** ****

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Sunday June ** I was scheduled to travel from *********. To ********. Then to ***** on flight ws **** that got canceled on me I found out Sunday morning at 1 am which was cancel tried to a hold of west jet no luck the flight. Was rescheduled for Jul * out of *********. I had Iconcerns So I went to the airport talked to three representatives trying to get out a flight the same day on Sunday no luck so I requested to be put on an Air Canada flight the next morning, but was told that they would be able to get me out so at * am Jul I got a txt message That they had canceled my flight and wont be able to get me out until July * now at * PM which ruined my vacation so so I had to book a flight with Air Canada and I paid $*** I am unable to get WestJet to refund me part of my trip or refund me the $*** so I wanna file a complaint.

  Customer response

  10/07/2024

  Here is info you requested i have attached my boarding pass  the number you are looking for is *************

  Business response

  22/07/2024

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

• Initial Complaint

  10/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My partner and I were scheduled to fly out to ************ from ******* on June **** 2024 at ****pm. Flight Reservation ******. We boarded the plane at ****pm, all were on board and waited for take off. An announcement was made that one of the instruments was not working properly and that maintenance was on the way. We waited, another announcement said the issue was fixed and we were waiting for a sign off. Maintenance signed off, the plane moved out to the tarmac. At *pm we were told we were returning, ****pm we were told to deplane. We got off of the plane and we were told that we would have more information in two hours. We retrieve our luggage and one of my checked items was pretty smashed up (photos attached) about ** minutes after deplaning I received an email that our flight was rescheduled to June **** 2024 ** hours later. My partner spoke to a West Jet employee and asked if hotels were being offered. We were told that because we departed from ******* and were not on a connecting flight we were only getting food vouchers. Now we were stranded in *************** with no way back to ****** or *****************. We arranged to take the ************** back to ****** at ****pm. 3 hours after we deplaned we received an email with hotel accommodations for ONE night. We had reservations at a hotel in ************** in which we could not get a refund for. West jet informed us that the delay and cancellation was beyond their control which I disagree with. We were told the issue was fixed and that the mechanic signed it off which is not only falsifying information but very irresponsible. Spending * hours on a plane and given warm water and a pack of pretzels is not compensation enough for me. Especially being diabetic. I believe my partner and I both deserve compensation for the delay, for the cancellation, for the hotel money lost and for the destroyed checked item.

  Business response

  22/07/2024

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

  Customer response

  22/07/2024

   
  Complaint: ********
  
  I am rejecting this response because: It was absolutely disgusting how we were treated by WestJet regardless if they claim it was not within their control Fact of the matter is that WestJet Maintenance signed off on the work that was done, a document that states that we were ok to fly. If this issue was not fixed our safety was neglected. Sitting on a plane for **** is unacceptable regardless of the issue. I believe there was no issue but it was too late for the Crew to fly to ************** and back. As for my damaged item. The website would not let me upload photos due to their Upload size Restrictions being so small. We were offered a hotel for one night after the fact which tells me WestJet knows they were in the wrong and tried to cover their mistake. A billion dollar corporation feels that water and crackers is compensation enough certainly doesnt have the best interest of their customers in mind. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our family of * was scheduled to fly on Westjet Airlines on Tuesday, May ** from ********, ****** to *********, *****. Our initial flight (from ******** to *******) was delayed for the publicly listed reason of "wait times with customs and immigration." This led us to miss our second flight with Westjet leading to a total delay in arrival to ********* of * hours from originally scheduled arrival. Given that this is a delay in control of the airline (the wait times in customs delay reason does not make sense for a domestic flight regardless), the Canadian Air Passenger Protections Rules clearly state that we are entitled to the *** hour delay compensation for Large Airlines which amounts to $*** per person which is a total of $****. We contacted Westjet through their normal channels and applied for the compensation and they denied giving this required compensation on the basis that retrospectively they now determined that the flight was delayed due to weather en route or at a departure airport (which is not in their control). There were no weather issues at **************** or during the flight and thus, by changing the "cause" of delay, they stated they could deny a Canadian Air Passenger Protections compensation. We have attached a copy of the official public cause of delay as listed by Westjet (which is also a requirement by the Canadian Air Passenger Protection Rules), but it appears that Westjet tries to use wording such as preliminary reason so that they can unilaterally change the cause afterwards which is also against the Air Passenger Protection Rules which states that a cause of delay must be given immediately. Thus, due to Westjet not following the Air Passenger Protection Rules, we are submitting this complaint.

  Customer response

  09/07/2024

  Hello:

  Our party travelled under two airline reservation codes from Westjet. The codes are ****** and ******. The names of the passengers are *****************************, ***********************************, *******************************, ***********************************, and *********************************. 

   

  Thank you,

  *****

  Business response

  22/07/2024

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

  Customer response

  22/07/2024

   
  Complaint: ********

  I am rejecting this response because:
  

  I already asked your own **** division (with the same attached references) to re-address the original claim and they rejected it stating the same thing (that this was a delay not in our control). Again, having your own division decide/adjudicate the decision is controversial at best and on top of that, changing the cause of delay retrospectively is also a questionable practice. Ultimately, I will take this to the ********** of Canada **** division and I will also explain to them that we gave both your own internal **** division a chance to re-address the original claim and that now we have also contacted Westjet directly through the BBB regarding reconsidering this claim and that on both counts, both Westjet and it's own Internal **** Division are saying in writing that they were not at fault for this delay, that they were in their right to change the cause of delay, and that they are not liable for an **** claim. 

  Sincerely,
  
  *****************************

• Initial Complaint

  04/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a ticket travelling from *** to ***, I got no announcement what so ever, and suddenly when I arrived at the airport, to my surprise my flight was cancelled, there is no one that represents WestJet at the **************** to help me, the customer service line left me on hold for * hours almost making me miss my window to fly to ******* to catch the rest of my flight, I wasn't compensated, I wasn't refunded, the stewardess that was representing WestJet at the counter simply said she is not part of WestJet and we have to contact Customer Support on the phone for them to help us, thus the * hours hold, they took money from me, they didn't deliver the service, and they refuse to communicate or compensate **** almost missed the rest of my flight because of them and I spent *** dollars just so I can hurry to ******* before my flight is missed. and what scares me the most is that my return flight on the **** of July is with them too, will they cancel that without any prior announcement too? I won't be compensated again, and will I have to pay for additional flight fare? This is unacceptable and unprofessional, I have never had such a horrible experience travelling in my life, and I travel frequently.

  Customer response

  04/07/2024

  The * digit code is ******, there was no ticket number issued, because the agent at the reception at the airport did not help at all, all they did was claim that they are not part of WestJet and that they are unable to check us in due to the flight being cancelled it was flight number ** *** *** ** ***, it is the first flight in the itinerary

  Customer response

  04/07/2024

  ****************** **********************************E ticket number *****************

  Business response

  17/07/2024

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

  Business response

  18/07/2024

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

• Initial Complaint

  02/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dubious weather excuse and problem resolution from WestJet.Flight Number: ** **** Scheduled Departure: Friday, January *** **** PM Route: ****** (***) to ******* (***)Flight was originally delayed due to aircraft maintenance and ultimately cancelled due to weather at **** PM, however all other flights from *** to *** had departed. We were later advised that it was only closed to this aircraft, however there are numerous of the same aircraft flying from other destinations to ***, departure at the same time and arrival at the same time.Flight itinerary was removed/deleted, and no support from WestJet provided for any travel return home for at least * days (APPR Guidelines dictate that even "weather" cancellations need to be accommodated within ** hours). We were also unable to contact WestJet at all to reschedule.Alternate transportation and flight was purchased by myself, to arrive home.All information is included in a formal letter attached to this complaint.WestJet is denying:-APPR Compensation for violating APPR and my rights. They claim that due to weather, they do not require to support me in travelling home in a timely manner. APPR regulations show otherwise, and they blatantly disregarded it. E-mail correspondence attached.-Expenses incurred for travel return home. They claim that they do not owe me compensation as they had offered alternate travel plans that I had denied. This did not occur, travel was never rescheduled, we were abandoned in ***, and they refuse to provide any evidence of this offer. E-mail correspondence attached.-In any case, WestJet was entirely unreachable, via e-mail, phone or callback service, which was non-functional. In other words, WestJet was functionally non-existent and we were unable to contact them in any manner. Video evidence of such matter is recorded, however the file is too large to attach.

  Customer response

  05/07/2024

  Ref Complaint #: ********
  

  Hi, please accept my apologies, I had missed the prior message requesting for additional information as it had been redirected to spam.

  Our airline confirmation number was: ******

  WestJet ticket numbers were: ************* and *************

  Business response

  17/07/2024

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

  Customer response

  22/07/2024

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

  Notably, this was a * part complaint.

  1st, was the **** issue. WestJet claims the flight was cancelled due to weather, however there were at least * additional WestJet flights (****** *** ******) that departed the same day and time as we were originally supposed to depart at, as well as many other flights from other Airlines and the same aircraft type departing around the same time and landing around the same time in ***. We claim this is dubious, and still have not received an explanation as to how this specific flight is the only one that got cancelled. Furthermore, if not dubious, WestJet has still failed to provide any sort of travel rebooking within the **** timeframe. 

  *nd, was for a reimbursement of expenses incurred due to WestJet failing the rebooking. WestJet claims that they offered a rebooking option, and is the reason why they are not refunding us. This did not occur, and we are still requesting for information and evidence of this from WestJet to substantiate their denial claim, however this is not being provided.

  
  Sincerely,
  
  ***********************************

  Business response

  25/07/2024

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

  Customer response

  28/07/2024

   
  Complaint: ********
  
  I am rejecting this response because: this still does not address any of the questions or comments. There has been no forthcoming fulsome information provided by WestJet, which we are entitled to. A bottom line conclusion does not meet WestJet's obligations per Decision No. ************, Subsection ***** requires carriers to provide passengers with sufficient information in the explanation provided when rejecting a request for compensation for the passenger to decide whether they wish to challenge the carriers rejection of their request.

  I would like to once again ask for the following information:

  What is the **** and Serial Number of the affected aircraft?
  Where did the alleged weather conditions issue occur (origin/en route/destination)?
  What was the nature of the alleged weather conditions affecting the flight?
  When did the alleged weather conditions become known to the airline?
  How did the airline learn about the alleged weather conditions?
  Were the alleged weather conditions unusual for the season?
  What minima or other regulatory requirements could not be met due to the alleged weather conditions?

  When and where did WestJet offer any sort of travel re-accomodation plans, that were explicitly declined by myself?

  Sincerely,
  
  *************************-*********

  Customer response

  01/08/2024

  Hi,
  I'm curious as to what constitutes as "the business made a good faith effort to answer your complaint". In all matters, they failed to provide any sort of information that whereas we are entitled to an explanation, and are also denying a claim of refund on the basis of something that never occurred, while also still not providing any information on that basis as well.

  All messages from WestJet in this complaint seem auto-generated that all decisions are final, however they did not provide any sort of information as requested or owed. 

  Thanks,
  *********

• Initial Complaint

  27/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to request your assistance in resolving my complaint against WestJet Airlines. On **** June 2024, my wife and I were scheduled to fly with WestJet to Maui with reservation code ******. Unfortunately, our flight was canceled at the last moment, causing significant financial loss and inconvenience during our travels.We understand that flight cancellations can occur, but a lack of proper communication, mismanagement, and inadequate customer service leading to unforeseen expenses and missed activities is unacceptable. Our total estimated loss is about *** CAD, as previously mentioned, and it includes costs for the prepaid hotel booking of CAD ***, transportation expenses of CAD ** from the airport to the hotel (which was pre-arranged and was not refundable), and an estimated CAD ** for missed activities scheduled for the first day of our trip.Despite numerous requests for reimbursement and adequate customer service from the airline, ******************** has failed to respond or compensate for our losses. We missed a day of our vacation, and it was incredibly frustrating and disheartening to experience such a situation, particularly when WestJet's negligence was to blame.Therefore, I request WestJet Airlines to reimburse us for the hotel money loss, transportation expenses incurred from ************ to the hotel, and activities that we missed due to the flight cancellation. I appreciate your prompt attention to this matter, and I hope you can help me resolve this complaint against WestJet Airlines.Sincerely,***** *************************

  Business response

  08/07/2024

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

  Customer response

  08/07/2024

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

  Westjet mentioned that they are reviewing the **** request and will provide refunds in ** days.  But I got mail from them rejecting any refund for the issue caused from their end. If they cannot provide full refunds for my stay, I would still require the compensation for the last minute cancellation. I do believe that this is not some last minute fault in Aircraft which made the flight to be cancelled, but it is carelessness from the westjet to throughly test the aircraft before flying ( as we have been boarded, aircraft was on runway and then they cancelled it) which make me eligible for the company as per their poliy. This made the worst nightmare for my family so far anywhere I flew .

  
  Sincerely,
  
  *******************

  Business response

  12/07/2024

  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. ↩