WESTJET Passenger Reviews and Customer Trip Reports

PAGE 1 2

WESTJET customer review :  18 March 2010 by Michelle Bell    (Canada)

Vancouver to Puerto Vallarta entertainment system didn't work. By the time food was offered to us in the 11th row, sandwiches, wraps and cheese trays sold out. Was upset about this as our two sons (11 & 7) wouldn't get lunch. I was told by the flight attendant that I should have read the bottom of my ticket and brought my own food and that it wasn't her problem. The same flight attendant told a gentleman who asked for additional Tourist Cards not to make any more mistakes otherwise they would run out of cards. I was appalled by her attitude and actions and will not fly WestJet again.

WESTJET customer review :  9 March 2010 by E O'Reilly    (Canada)

Toronto to Orlando the entertainment system didn't work. Food service began, I was in row 6 - by the time they got to row 6 they ran out of sandwiches - only had junk food left. Returning from Orlando, chaos at the check-in, not enough agents for the number of passengers. Not much better than Air Canada. Has slipped in pleasant flying experience.

WESTJET customer review :  9 March 2010 by A Wierenga    (Canada)

YYC-YLW on 737-700. Check-in quick and easy. FAs were very friendly. Entertainment system not operational on the flight, but the flight is only 56 mins long so it didn't really matter.

WESTJET customer review :  22 February 2010 by J Samson    (Canada)

Quite disappointed in the WestJet crew service from Mazatlan to Calgary, Feb 19. All the flight attendants looked like they were heading to a funeral, smiles were very hard to come by from all of them, and the service was at best curt. I really felt a bother to be there and rules of civility were stretched to the max. No much incentive to fly westjet, never mind that all TV services were out of service the entire flight.

WESTJET customer review :  17 February 2010 by Paul Vernall    (Canada)

Vancouver-Toronto-Providenciales reutrn. All flights full and seating acceptable. Satellite TV did not work on three out of four flights, food (buy on board) was poor in both selection and quality - it ran out on nearly all of the flights. No through check in on the return had to clear customs and then find an agent to re-tag bags and issue boarding passes. Flights were late with no apology or explanation. Would only fly with them again if the fare was cheap otherwise Air Canada do a better job. Westjet is all hype and can't deliver a solid product.

WESTJET customer review :  17 February 2010 by K Labun    (Canada)

Our family of five flew home from Maui on West Jet about a month ago now, and on our trip home our two year old had severe croup and significant breathing issues, along with a fever. WestJet was excellent at handling everything from helping administer oxygen to him, to connecting quickly with EMS on the ground, to locating others with medical training on board to assess and assist. Once we arrived, they took care of our bags and stored them for us at the airport as we were rushed to the children's hospital in Vancouver. We were supposed to take an early flight home to Calgary that next morning, but needed to remain in the hospital two more nights. Westjet took care of all the flight changes at no extra cost and we got home safely, just a few days later than planned. Hats off to the whole West Jet team!

WESTJET customer review :  13 February 2010 by L Snow    (Canada)

Be careful. The crew and staff are pleasant but most of everything else isn't. I waited more than three times on hold for 50 minutes to be disconnected each time by their telephone system. All my flights were delayed and I missed connections. Flights were comfortable though. They took forever it seemed to get us any food service especially after we had been sitting on the ground for 2 hours in delay. Worst problem we encountered is that we booked a Westjet Vacation and they booked us in the wrong resort! I have complained and still haven't heard back from anyone in 5 days. Terrible customer service in the call center.

WESTJET customer review :  12 February 2010 by B Gorovenko    (Canada)

WestJet provided the worst experience I've ever had on an airline. Their own stats show 58% ontime rating. My flight Vancouver to Toronto was cancelled (not enough travelers to be worthwile?), they got upset with me asking why, I was rerouted through hub (Calgary) but paid for a direct flight. The return flight through Edmonton was cancelled due to fog, other airlines were flying and giving food vouchers - not WestJet. WestJet has taken a nasty dive in customer care - the little bit of "savings" ended up costing a lot of time and money, but they were rude and short with me which I find the most intolerable thing. In the past I enjoyed flying with them, but not again.

WESTJET customer review :  10 February 2010 by Richard Millard    (USA)

HNL-YVR. WestJet is a good alternative to Air Canada, generally more friendly (less hostile) and better value. Operationally they often seem clueless. I regularly encounter delays. At Honolulu be warned there is no check-in kiosk, and no separate line for passengers with carry- on bags. Expect lines and disorder as a result. They'll be nice about it, of course, but still inept.

WESTJET customer review :  6 February 2010 by Michael Parkes    (Canada)

Hamilton - Halifax Return. Flight departed on time and arrived early on each leg of the journey. Both ways were on-board a Boeing 737-600. Comfortable leather seats with good legroom, personal TV's. I paid $59 each ways booking 3 weeks in advance. Only down side was the lack of width in the seats, but I guess you can't have it all on a low-cost carrier. Crew wonderful!

WESTJET customer review :  20 January 2010 by F Girling    (Canada)

Going to the Olympics and I had a credit with WestJet (they won't refund money just credit towards another flight). I called to book in November and sat on the phone for 90 minutes without any help at all. The next day same thing - the next day a front end message says they are switching reservation systems and I should book through Travelocity. A few weeks later I got around to calling Travelocity and after 35 minutes waiting for them I am told they can't handle WestJet credits only new bookings - and WestJet's booking site won't handle credits either. In December I once again sat on the phone for 2 hours because of a sale I desperately wanted to get in on. As it was I booked half my trip through Air Canada who had an even better sale on, but I didn't hold any credits with them. After 2 months and probably 8 combined hours of sitting in wait on the phone, I did receive a kind young man who made my reservation for me. This was the worst booking experience I have ever had in all my travel experiences. On average I like WestJet but the new system was poorly planned and made me furious. They were holding my money and forcing me to wait to use it.

WESTJET customer review :  10 January 2010 by C Mellin    (Canada)

Vancouver to Toronto. Husband is physically disabled and unable to walk long distances. They get us through check-in, through security, to the gate, on the plane, pick us up when we arrive and take us to the luggage area. On our last Air Canada flight, the check-in person pointed around the corner and told me to go and arrange a wheel chair - on my own. It was to far to walk, so I had to leave my husband behind. We always take our own sandwiches but the pop/coffee/tea/water is free. All conventional ear-phones work bring your own if $3 is too expensive. I bought us some about 6 flights back and they still work fine. Planes are clean and the crew are wonderful. The only complaint I have and am starting to hear it from fellow travellers, is that they are no longer as affordable as when they first arrived on the scene. Their fares are comparable to AC and they need to address this. They need to make sure that they are still offering value for the money they are charging. Keep it affordable and they will come!!

WESTJET customer review :  1 January 2010 by Kevin McDougald    (Canada)

Winnipeg-Edmonton return. New online check-in process needs further debugging, as printer settings had to be adjusted to produce legible and properly paginated boarding passes. This happened while checking in both at home and from a hotel's business centre. Airport and cabin staff were consistently pleasant, but they are much more formal now than they were a couple of years ago.

WESTJET customer review :  19 December 2009 by G McFarlane    (Canada)

I have always been most impressed with the way in which Westjet treats their customers before and during flights. However, Westjet is slipping and becoming, in my opinion, just another airline. I booked 4 return flights from Vancouver - Maui at a cost of $1700 each, comparable to Air Canada's fare or first class on Hawaiian or Alaska. The problems arose about a month before the flights. Westjet has had horrendous problems with their new reservations system (Sabre). In the past Westjet customers would receive a reply to their online feedback tool in about 2 hours. I sent two feedback e-mails and never heard back from the customer service department. I also tried unsuccessfully to contact their 'super sales centre' but was on hold for too long on each occasion and hung up. I tried to check-in online 5 times but couldn't complete the check in and get the boarding cards. At YVR, the frontline staff were wonderful but their frustration with the Sabre problems is creating morale problems. The incoming flight was delayed almost 2 hours but the Westjet website was never updated and the flight took off over an hour late. On the 6 hour flight to Maui, they ran out of buy onboard food. For a flight with 166 passengers, leaving at 9.40 am you'd think that they'd have enough food onboard to provide passengers with lunches.

WESTJET customer review :  21 November 2009 by Daniel Glesby    (Canada)

YWG-PHX. Got to the airport about 2 hours early, only took about 25 minutes from check in to the gate. Had to much time to kill during the wait. 45 minutes is plenty early. On the plane I got 6A. This aisle is supposed to have a tad more legroom then the others, didn't notice much difference. PHX-YWG. I can understand why they ask you to get their 2 hours in advance. Their computers were down for about 30 minutes. Once we checked in it was a breeze to the gate. Flight left ontime and they got us in 10 minutes early. Everything on the flight was fine. To boot I got a round trip fare for $250 taxes included. That bumps them up to a 9 in my books.

WESTJET customer review :  1 October 2009 by James Steward    (Canada)

Toronto – Vancouver YVR. Line-ups at check-in in Toronto were long, however, service by check- in staff was prompt. They provide up to two free checked bags per passenger. The aircraft was new and clean. Seats offer comfort and ample leg room. Inflight entertainment with complimentary live TV programming along with pay-per-view. Cabin crew friendly and served a complimentary drink and snack.

WESTJET customer review :  18 August 2009 by John Ashworth    (UK)

Toronto to Halifax return. Family (2 adults and 2 children) all well looked after. Liked the folksy charm and amusing announcements and other touches. Leather seats as comfy as you could expect and seat back TV excellent with two children well entertained. On time both ways and nice to have Captain wave you goodbye at the end.

WESTJET customer review : 21 May 2009 : by Brian Macklin

Customer Rating : 3/5

WestJet has always been our favourite airline, the staff are funny, helpful and seemingly light hearted, a pleasure to deal with. Returning from a long journey from England however, we noticed firstly that the lightheartedness was absent, everyone gets tired and it was an evening flight, so understandable. What did really disappoint us though, was that when our flight from Gatwick arrived in Vancouver very early, we enquired if there were any empty seats on an earlier flight to Kelowna for us than those booked for 6-35 p.m. It was around midday. We were told that we could only be put on standby (understandable) but that it would cost us $42 each extra. Now this we don't understand. If you have empty seats on a flight and we have already paid for our seats on the next flight why would it cost us extra to fill your empty seats on an earlier flight? This would leave you two seats that somebody might be glad of at the last minute on the later flight we were booked on (which was completely full). The result of this was that we waited a total of seven hours (our London flight had arrived at 10:30'ish). Firstly there was a problem with the conveyor bringing the luggage from the plane so we waited almost two hours to collect our luggage, which we know of course is not anything to do with your airline, then we could not catch an earlier flight home without paying an extra $84 to go on standby, which could have left us back where we started anyway. We just don't get it. Perhaps you can explain it to us, so very disappointing and we were so exhausted. We are both over 65, not old by any means, but still not as much stamina as we once had, a little more flexibility would have gone a long way.

WESTJET customer review : 21 May 2009 : by S Bibbs

Customer Rating : 5/5

I have been flying with Westjet between YVR and YEG frequently (at least 5-6 times per year) since 2005 when my daughter settled in Edmonton for University and then decided to stay for work after graduation. Every flight was on-time and uneventful - lucky for me since I have an aversion to flying! The flight attendants are fantastic - helpful, cheerful and equipped with a sense of humour. The leather seats are comfortable. I have only positive impressions of my Westjet experiences - absolutely no negatives.

WESTJET customer review : 15 May 2009 : by Heather Thomson

Customer Rating : 5/5

St. John's-Toronto. Great people great fun and a friendly helpful service. I left my baggage in the overhead compartment and drove home (3 hours away). Called to ask if they had found it. They got back to me within 3 hours and said they had it and shipped it FedEx to my door. Thanks WestJet! I expected it to be stolen and they took care of it even without any name or contact info on the baggage.