WestJet Airlines

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 1051 reviews
3/10
3 star Skytrax Rating
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1/10

"absolutely horrendous customer service"

(United States)

Trip Verified | We arrived at Calgary International Airport a full three hours before our 9:50 departure time to LAX only to find a line at checkin (required because their kiosks for some reason could not read our verified COVID barcoded documentation). After waiting in line through and past our scheduled flight, we sat in line another 30 minutes to hour before they were able to see us at the counter and attempt to reschedule us. Once we reached the counter, the rescheduling process took about 45 minutes. Almost no eye contact from any of the employees I tried to engage for explanations. We were successfully booked onto a flight to Vancouver, with overnight then morning flight to Seattle and then Seattle to home San Antonio the next day hopefully by about 5pm. We proceeded to the domestic departures terminal, boarding passes in hand for our flight to Vancouver. Only to find out the super nice person in the international terminal did not put bags associated with our tickets so when we tried to print luggage tags in the domestic terminal it directed us to see an agent. Nice. So we waited in that line for about 1 1/2 hours to get our bags checked. That’s okay though because our flight to Vancouver doesn’t leave until 3:30. Well, somewhere between checking in and checking our bags and then walking to the food area of the terminal from whence our flight was to leave, our Vancouver flight got delayed about 4 hours. Now telling us departure at 1945. As of this writing, the flight is delayed again another hour. Tried to get us on other earlier flights to well anywhere and in the three conversations I’ve had with gate agents or customer service agents, I’ve had one person make eye contact. All I’ve heard from them is pushing blame down the path. Always someone else’s fault. This airline has absolutely horrendous customer service and must have the worst people in charge of their processes for moving people in general. They do not care about their jobs. And it must be from the top down because when asking an agent why not just let your superiors know x so that this sort of situation doesn’t happen again, he literally told there is not a mechanism for him (supervisor level airport ground level employee) to push up any sort of suggestions that may make his life and all of their customers lives better. That about sums it up.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteCalgary to Vancouver
Date FlownJuly 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"hostile and unfriendly service"

(Canada)

Trip Verified | I am appalled by West Jet's lack of concern and care for passengers with accessibility needs. Their website suggests that they provide a range of supports including help with checking in and gate passes for family members yet when I called their customer service number their associate was rude and condescending, denied everything that was on the website, and insisted that it was the responsibility of adult passengers to be able to travel independently. I find it telling that they have no email address where customers can register a complaint. Instead they trap us in an unending phone queue where after waiting for hours you end up getting hostile and unfriendly service.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKingston to Toronto
Date FlownJuly 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"Zero sense of helpfulness"

(Canada)

Trip Verified | Worst airline ever. Their website had some bugs, so I had to pay twice for a service and there was no apologies. Flight got delayed several times, and they forced us to open our luggages to reduce the weight in one of them because it had 2 kilos overweight. Zero sense of helpfulness.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteVancouver to Ottawa
Date FlownJuly 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"a brutal experience"

(Canada)

Trip Verified | Vancouver to Los Angeles. Terrible customer service. Hides fine print restrictions in all tickets and will screw passengers over in a moments notice. Zero flexibility, zero willingness to change flights, even as flights fly empty. We fly regularly throughout the year and have flown many airlines across North America and it was the biggest mistake of our trip to book with Westjet. This turned a great trip into a brutal experience on both legs of the round trip. I will never touch another west jet flight again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteVancouver to Los Angeles
Date FlownJuly 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"I feel so disrespected"

(United States)

Trip Verified | I haven't been on the aircraft yet, but the gate agents were not accommodating at all. I was told specifically to go to the westjet gate for my question and when I asked I was dealt with very rudely and even told to be ignored by other gate agents. I was not causing a scene or raising my voice but trying to have a question answered that I was told to ask to the westjet staff. I do not appreciate how I was treated no matter the outcome. No customer service counter should be that rude especially when I wasn't even allowed to explain the situation or question fully. I feel so disrespected
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteFt Lauderdale to Vancouver via Los Angeles
Date FlownJuly 2022
Ground Service 12345
Value For Money 12345
no
1/10

"just laughing at us consumers"

(Canada)

Trip Verified | Flight when we booked was direct there and back (why we chose it). WestJet changed this to go through Toronto and told us we could cancel our honeymoon or essentially suck it up. We got our seats reserved for exit rows on the flight to YYZ then also to YYC and paid for them via the our resort rep. our transport picked us up early for a 1:20pm flight and the WestJet desk was not even open. We could have enjoyed more time at the resort. Flight to YYZ was delayed (weather, so ok). we land at YYZ and are unable to get off as customs won't let us so 45 minutes later those with transfers are finally allowed off only to enter a gongshow at customs with no help to expedite our processing - and miss the flight to YYC. Then WestJet is not putting people up in hotels due to missing thee flights? Westjet set the schedules, they knew there were a bunch of us trying to transfer, our luggage made it, and you can't tell me WestJet doesn't know that YYZ customs kicks people out into main departures area and have to go through security again so there is no chance of catching a connection flight! Someone at the WestJet desk was able to get us on a flight to YEG where we waited for 6 hours to get a slight to YYC. We did not get our reserved seats needless to say. So I try to call WestJet - nope, not able to process refunds that way. I submit a form for a refund on the seat reservation we never got- nope, not allowed that way either. I submit al the forms I can find end explain the situation. WestJet just emails and explains it is not their fault so essentially sucks to be you. No accountability, no responsibility taken and just laughing at us consumers.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCancun to Calgary via Toronto
Date FlownJune 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"no sign of my luggage"

(Canada)

Trip Verified | This is the worst airline I've ever flown with. From start to finish a horrible experience. All I got for a 7-hour flight was one tiny piece of cheese bread, 2 of the smallest brownies I've ever seen. Once we landed my baggage did not arrive. Customer service made me miss my connecting flight with another airline by telling me to wait and promising they'd deal with it. Then not doing so later, refusing to rebook me and pay for my lodging. It's now been a week and a half, and no sign of my luggage. When you try and call this airline, don't expect anything less than a four-hour wait time (I've had to do it four times). In summary, I'm down 600 hundred dollars and still have no sign of my luggage. I cannot recommend this airline.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteParis to Toronto via Halifax
Date FlownJune 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
4/10

"had a completely awful experience"

(United States)

Trip Verified | On June 21st, we were traveling from Toronto Pearson International Airport to O’Hare International Airport with WestJet. We arrived to the airport 3.5 hours before our flight, to allow us plenty of time to get through security and passport control, and have time to get something to eat. Due to a WestJet error, our names and the names of about 10 other passengers weren’t on the flight manifest given to U.S. Customs and Border Protection, so we were not allowed to pass through to the terminal and instead were sent to a room typically used for passengers to locate luggage. The Customs agent said we would just need to ask the WestJet representative in the room to have our names added to the manifest and we could go back through passport control. However, when we got to that room, there were no WestJet employees at all. A Delta rep tried to help us by calling WestJet and asking someone to come help us. It took half an hour to get a WestJet rep into the room and she didn’t know how to help us. We spent 2.5 hours in that room waiting for information on why we were being prevented from going through passport control. The WestJet staff didn’t update us much, and the information they gave us clearly wasn’t the truth. They also didn’t give us any alternative plans if they couldn’t get our names on the manifest in time to make the flight. No one from WestJet offered us food or water, despite the fact that we had been in an area without access to food or drinks for nearly three hours. By the time we were able to clear passport control, we had to run through the airport to get to our gate before our flight was scheduled to leave. No one from WestJet had told us when we were stuck in that room that our flight was actually delayed, and that we’d get to the gate only to think that our flight had already left, because the information on the screen didn’t show the delay and the door was closed. We had a completely awful experience. I understand that mistakes happen, but it doesn’t excuse the lack of customer service or awareness of our needs by WestJet in the situation. One of the people waiting with us was an elderly woman in a wheelchair. I couldn’t believe someone didn’t offer her a bottle of water, which is required by U.S. law for a tarmac delay. The only person who gave us any answers and consistently checked in on us was the Delta agent. It was very disappointing that the only person who provided customer service worked for a different airline.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteToronto to Chicago
Date FlownJune 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"on hold for 2.5 to 3 hours"

(United States)

Trip Verified | San Francisco to Vancouver. Lost baggage and my refund is still not issued. I have been following up on this issue for almost 2 months now. What is excruciating is you are on hold for 2.5 to 3 hours before you are able to speak to someone in baggage claim. And when you do they say they will resolve the issue on the day of the call or if not, they say they will have a supervisor help. Well after several follow up calls I have yet to receive my refund. They also promise to call back but they never do. I just have say how poor the service from this airline is from misplacing my luggage to getting my refund.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSan Francisco to Vancouver
Date FlownMay 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"WestJet please explain how this makes any sense"

(Canada)

Not Verified | Never have I ever had such a terrible experience with an airline. I was travelling through Toronto on my way back from Costa Rica to Vancouver with my partner. My flight from Costa Rica to Toronto was delayed 20 minutes, so they decided that we wouldn’t be able to make our connecting flight to Vancouver and sold our seats leaving us stranded in Toronto for the night. We had our next flight (WS 721) the next day in the afternoon, knowing how bad airlines are at the moment we arrived three hours early and we’re waiting at the gate. It was stated on their big flight status screens that our flight was delayed 30 minutes and was at gate B40, but as our flight time was coming up I noticed that they were making no effort to board. I decided to double check with the flight crew who told me that the flight was never delayed and was at gate B25. I got to watch it take off as they made no attempt to put us on it. They then proceeded to lecture us about missing our flight until more people started coming up with the same issue (they read that the flight was delayed and at a different gate), they then quietly put us on the next flight. We will see if we actually get on it this time or if we continue to have more issues. After all these issues I checked the flight status online which is even more confusing. It states that the flight is delayed but also took off three minutes early. WestJet please explain how this makes any sense.
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteCosta Rica to Toronto via Vancouver
Date FlownJuly 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no