WestJet Airlines

Not Verified | Extremely disappointed in this airline. A decline in customer service has been noticeable over the years however this latest experience takes the cake. We boarded in Honolulu at midnight Dec 19 (already 2 hours delayed). We sat on the plane for 3 hours before takeoff. The waitress said maintenance was working to fix the bathroom and had to go back and forth for tools. Believe it or not, the bathroom was still out of commission when we took off at 3am. Of course, we missed our connecting flight as a result. In Vancouver I asked WestJet staff what we could do to get home. After getting passed to someone else for the third time I was told my family (I'm with my wife and 2 children) were bumped to fly home Dec 21st at 10pm. Meanwhile, the other passengers on the plane were getting boarded to Kelowna at 2pm that very day. I know this because my in-laws who we were traveling with were bumped to that flight. I explained that I had to work and couldn't stay in Vancouver for 2 days but the young lady at the counter didn't seem to care and gave us a hotel voucher and didn't even try. I was flustered and stressed and there was nothing I could say to get her to try to help us get home. As I walked away she was chuckling with her friend. What a joke. I called customer support from the hotel and after about an hour on the phone we were given seats on that evening's flight at 10pm. That flight also delayed until 12:30am but at least we got home. I missed out on several hundred dollars because I missed work, I had to Uber home ($100) from the airport because my in-laws were our ride and they left on an earlier flight, and I was out of pocket for several meals. I took the time to submit expenses (with receipts) to WestJet and also file a passenger rights claim. They replied a week or so later telling me there's nothing they are willing to do as it was an unscheduled maintenance situation. No, I won't fly WestJet again. PS - In the early years of WestJet they were known for their exceptional service levels. I actual wrote an essay and presented on this in my Organizational Behavior class in university many years ago. What the heck happened?

Not Verified | Staff at the check in did their best to help. WestJet cancelled my flight this morning without proper warning and booked me for one tomorrow morning at 8am. I got up at 4am and had to drive 4 hours to Calgary for this flight and only found out the cancellation when I tried to enter security. Have yet to receive any hotel vouchers or meal tickets as I have to stay the night in Calgary

✅ Trip Verified | My spouse and I flew from Liberia, Costa Rica to Toronto for a connection to Montréal. A customer had a medical emergency that hat do be taken care of immediately. A doctor on-board checked with the individual. It took them 1h30 from departure time to remove that person from the plane. We had a 2h connection in Toronto to get on a plane to Montreal, so obviously we missed it. Arriving in Toronto, some crew member from Westjet gave us 2 e-tickets for the next day (24h later) which was too late for us. I contacted the customer support service line and asked about a voucher for a hotel or something. They said it didn't applied to us. I asked them for a refund for the ticket and after an hour on the phone, they told me the reimbursement would be a total of 33$ for each ticket, when the same ticket was sold for +500$. My worst flight experience so far.

Not Verified | Avoid flying with WestJet airline at all costs if you can, these people will do anything to steal your hard earned money at the airport, after I've paid for my 2 checked bags, $262.60, getting charged $100 for overweight bag, I also paid $115.50 for a Carry on baggage and $109.20 for a seat assignment after being told that ticket didn't includes anything although after checking I was given a boarding pass with a seat on it and I never asked for a new seat assignment but they pressured me to pay for it. This is unfair, very poor service. I'm very disappointed, very low key stuff.

✅ Trip Verified | It's interesting to me that Westjet sent me a survey, asking me about "arrivals/baggage claims" instead of the flight experience itself. My issue is more with the flight experience. I blame the late take-off/late arrival on the Puerto Vallarta airport staff who got the checked luggage to our plane "on Mexican time," and I know that had nothing to do with Westjet. Here are my issues with the Westjet flight experience: When did flight attendants stop doing something as simple as closing the overhead bins for their customers? Every other flight I've taken on every other airline does this for their paying customers. But Westjet doesn't do this anymore? I Googled this today. It says, "WestJet flight attendants no longer routinely close overhead bins during boarding due to evolving safety protocols and operational efficiency priorities." Are you kidding me? We lift our own bags up there. The flight attendants can't close the doors? This is unsafe for them? Really? So, you'd rather pass that "danger" onto your customers, instead? That is so bizarre to me. Also, during my flight, the screen that plays movies and displays the flight path wasn't working. I tried and tried to get it to work. Everyone else around me was watching movies but I was unable to. When the flight attendant came around to offer earphones to people, I mentioned this to her. She said she would reboot it for me. Then she offered earphones to the people next to me, but not to me, and then she walked away. She tried a soft reboot at first, but it didn't work. When she walked by again, I let her know this. She said no problem, she would try a hard reboot when she got to the back of the plane. Well, let's just say that she walked by me another two or three times without having done this hard reboot. This was a four-and-a-half-hour flight from Puerto Vallarta to Calgary, and I was without a screen for at least half of it, if not more. It was not until I got up, walked to the back of the plane, and asked another flight attendant to do this hard reboot that it actually got done. Luckily, there was still enough time left in the flight for me to watch one movie. I know flight attendants work hard. I also know that WestJet flight attendants, in particular, have grievances about compensation and job security, operational challenges, and labour relations. I know that they are unpaid for the time they spend tidying up the plane at the end of their shifts, and I agree that this is unfair to them. They should be compensated for the time they work. But let me tell you, as a customer, I can feel these grievances in my flight experiences, right down to the way Westjet staff won't even do something as simple as close the overhead bin doors anymore. Even these tasks are now being pushed onto the paying customers to do, instead. We have to pay more for everything, and we also have to do more for ourselves as simple customer services are being stripped away. The prices continue to increase as the services continue to decrease. It's why I prefer to fly on any of the American airlines, or even the Chinese airlines, ahead of any of our Canadian airlines. And that's the truth. P.S. I have given "seat comfort" the highest rating. It was 4-star-out-of-5-star comfortable, but that's only because I paid extra for more leg room. Every other rating is two stars or lower.

Not Verified | Cancelled flight with one hour notice due to lack of crew. Apparently the fourth cancellation in two days. Customer service had no answers but to check email. This company has really gone downhill and has a complete lack of staff and planning.

Not Verified | Very unimpressed with WestJet. If you are planning on taking a carry on you need to account for an additional 70$ charge for it. Sometimes they simply don’t allow you to pay or bring a carry on and your only option is to check it. None of this is indicated on the ticket and thus you are left to make last minute plans at the airport. After having paid to upgrade my ticket (an additional 200$) so that I was able to take a carry on, while at the gate they told me my bag could not be taken as a carry on as it didn’t fit the size guidelines. I then proceeded to show them it fit (I also had zero issues putting it under my seat on the flight), and they continued to hassle me. Again, poor poor service. I’m giving them a 2/10 because hopefully the flight makes it to its destination that is about all they provided.

Not Verified | I had flight Saskatoon to Vancouver November 18 2024. Unfortunately I waited 9 hours at Saskatoon airport because flight delayed even though they haven’t arranged other flight for any passenger to reach final destination. Once I reached Vancouver airport after 9 hours, airline left our baggage Saskatoon airport. It was very bad experience. I will not never ever book westjet flight in future. Total waste of time & money.

✅ Trip Verified | Paid for business class which allowed access to the lounge in the airport, but because it was 2:00am the lounge was closed. We pay extra but get no extra value. Will not waste our hard earned money on west jet anymore. They will do everything possible to keep you out of the lounge to cut their costs, even when we’ve paid for it. On other occasions they’ve delayed our flight all day (11 hours) saying there were mechanical issues, only to cancel the flight and never refund us anything. I’m so sick of dealing with this useless airline.

Not Verified | I’ve used WestJet for most of my air travel since its inception. Never written a review until now. Travelling from Edmonton to Mazatlán, seated at the very rear of the aircraft, I viewed the flight like sitting in a movie theatre. I watched the passengers, crew, and iPad to pass the time. One flight attendant I must compliment, as she did as much, I believe, as the other three attendants put together. (The others did their tasks as well.) She had a break once in a 4.5-hour flight (as I was standing at the very rear waiting to use the washroom, observing), and then back on her feet moving up and down the aisle serving guests as required. Her feet didn’t stop moving, passing passengers and crew in the aisle, serving her guests. Then, presumably, a young passenger put something down one of the toilets that made it not flush correctly. She went above and beyond, now as a plumber! Gloves on, plastic bag and coat hanger in hand, unplugging the toilet, bent down servicing a public washroom—and she got it operational! Minutes later, we landed at our destination and were disembarking. I was first off at the rear of the aircraft, and there she was with the biggest, nicest smile saying goodbye as if nothing out of the norm had happened! This lady is one class act. I personally rate her with the gold star—no, all five gold stars.