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 565 reviews
4/10
3 star Skytrax Rating
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1/10

"currently trapped in Winnipeg"

(Canada)

Trip Verified | I had booked Wes Jet flight from Calgary to Thunder Bay which was Calgary - Winnipeg- Thunder Bay for January 17. The flight time was 9:30 in the morning. but started at 11:08 am without any information to passenger. When I am on the way I got an email from westjet that they canceled my connected flight from Winnipeg and re booked for next day without any information. I am currently trapped in Winnipeg. If you are looking for a safe and comfort journey, Westjet is not the suitable for you
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCalgary to Thunder Bay
Date FlownJanuary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

"customer policies are very rigid"

(Canada)

Trip Verified | On December 23rd I had a flight leaving Las Vegas to Vancouver, Canada. I checked early online on the westjet app/website and arrived at the Las Vegas airport 11:45am for a 12:30pm Departure. The lady at the check in counter said I could walk to the boarding gate and I could board my plane; however, because I needed to check-in 1 luggage/bag, it was too late for luggage/bag drop off and that they must now create a new flight for me. That new flight would be over $400. I understand this high price is probably due to finding available flights so close to Christmas. I understand that all this could have been prevented if I showed up at the airport 1 hour or 2 hours earlier. My problem is why didn't the counter lady just allow me to walk to the gate with all my luggage and hand over my luggage to the departure gate agent? Many airlines allow for extra bags or oversized carry-ons to be dropped off at the gate if you pay a small extra fee? So I ended up paying the $400 new flight because the check-in counter lady claimed it was the only flight available on that day. When I boarded the new flight, there were many empty seats. Why didn't the check-in counter lady credit some of the missed flight price to the new flight? Why did I have to pay full price for a new flight? West jet Customer service explained to me that because my missed flight was classified as a "Basic Fare" under Westjet's price class system/econo system. Basically according to Westjet, having a basic fare forfeits your right to a rebooking service and you must create a new flight. Rebooking a flight would have been definitely cheaper for me, and I may have had to only pay a small flight change fee/rebooking fee which is fine with me. Their planes are very clean and efficient. How they slapped an excessive price tag to a customer to pay a ridiculous amount just to go home to see family for the holidays seems uncaring and contradictory to their mission values. I understand I did not arrive at the airport early which I have no problem accepting the consequences. However I did check in on-time on their online systems. If you are flying with WestJet, just beware that the company customer policies are very rigide.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLas Vegas to Vancouver
Date FlownDecember 2019
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

"service was horrendous"

(Canada)

Trip Verified | Vancouver to Puerto Vallarta. I remember flying WestJet for the first time. I was so impressed. I even invested $1,000 in shares which paid off handsomely when I sold them recently. Yesterday we flew to Puerto Vallarta from Vancouver. We flew economy, we were seated in Row 5, that had good leg room at least. But the service was horrendous. When they started serving drinks and asking if anyone wanted to purchase food the lady in front of me said she would wait to eat until the second time the flight attendants came around. The flight attendant snarled “if you want to eat you better buy it now because there will be nothing left when we come around next”. When the lady ordered butter chicken she snapped “we don’t have any”.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteVancouver to Puerto Vallarta
Date FlownJanuary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"now another big airline"

(Canada)

Trip Verified | This Christmas I flew my daughter from Ottawa to Calgary for Christmas break. She is attending university in Ottawa. During her Christmas visit we discovered the day she was flying back to Ottawa her dorm would still be locked and she could not get in. I called Westjet expecting they would do their best to change her return date. They pointed out the ticket we bought did not allow any changes. I received a very polite NO. My only option was to forfeit the purchased ticket and purchase another at full price. The lady I spoke with was very nice and pointed out I had received rock bottom pricing on the ticket we purchased. At over $800 for the round trip I really didn't feel that was rock bottom pricing but I suppose that just confirmed to me that Westjet was no longer the kind, caring smaller airline that goes out of their way to accommodate customers but are now another big airline like Air Canada.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteOttawa to Calgary
Date FlownJanuary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
8/10

"my airline of choice"

(Canada)

Not Verified | Flew down to Montego Bay using Air Canada Rouge Premium, relatively enjoyable experience, expected same on return with WestJet. Older 767, 1K, not ideal seat due to proximity to lavatory although I knew that going in. Fortunately, fairly short flight so not too much of a nuisance. Seat very comfortable, service the usual WestJet excellence. Impressed with the dining experience, a notch above Rouge Premium. WestJet continues to be my airline of choice for domestic and select international travel.
AircraftBoeing 767
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteMontego Bay to Toronto
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
3/10

"Westjet employees stood chatting"

(Canada)

Not Verified | Toronto to Calgary. My cousin, a 72 year old woman, was flying back to Calgary today. She checked in on line and checked in to get a baggage tag and boarding pass. She first had to lift her suitcase on and off the scale by herself. She was then directed to bring her suitcase around the corner to go through a conveyor belt. She put the case on the belt and it started to move through. It then came back. She got a little confused and one lady reluctantly came over and told her she had the case on incorrectly. She would have to take it off and start again. My cousin took the case off and put it back on. No that was wrong. Finally the west jet employee put it on correctly. While all of this was going on five Westjet employees stood chatting. I was quite disgusted that not one would help her to load her case at the start. What are these people there for? I’m very disappointed that WestJet is now neglecting their customers. We will be thinking twice if West Jet is going to treat us like this.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteToronto to Calgary
Date FlownJanuary 2020
Ground Service 12345
Value For Money 12345
no
10/10

"everybody treated us with kindness and respect"

(Canada)

Not Verified | Edmonton to Toronto via Barbados. I'm so impressed at the service from WestJet. We had to book last minute flights for a funeral which is very expensive in peak season. They gave us a bereavement discount and everybody treated us with kindness and respect as they all seem to know we were travelling for a funeral. It made a difficult time much more pleasant. As an added note a staff member in Barbados went above and beyond for us and the flight attendants more funny and pleasant. It's so refreshing to have such a human face on a big company. Thank you WestJet!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteEdmonton to Toronto via Barbados
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"Seat selection should be refunded"

(Canada)

Trip Verified | Saskatoon to Honolulu via Calgary / Vancouver. Flight Changed from Saskatoon to Calgary and Calgary to Vancouver. Seat selection costs for 2 travelers not refunded. Westjet Agents refused to investigate in Saskatoon, Vancouver and Honolulu. Seat selection should be refunded when the airline changes a flight. It was very costly to pay for seat selection on all flights to and from Saskatoon to Honolulu. It feels like I have been robbed by this airline. This has not been my experience before with Westjet.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSaskatoon to Honolulu via Calgary / Vancouver
Date FlownSeptember 2019
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

"No communication whatsoever"

(United States)

Trip Verified | Toronto to Calgary. We had a planned vacation in Mexico that we paid a lot of money for. We were scheduled to arrive around 1PM on the 19th which would allow us to take part in all prearranged activities. Our flight was scheduled to leave at 6AM so we arrive at the airport at 3AM only to be told by WestJet they don't open until 4AM. We check in our luggage and get to the boarding gate. The flight is scheduled to leave by 6AM. At 6:30AM we are still waiting. No communication whatsoever. We board and get to Canada 3 hours later missing our connecting flight to Cancun. No apologies. They tell us they rescheduled us for a flight that wouldn't arrive into Mexico until the following evening and we would have to pay for a hotel and transport. We asked if they would compensate us for anything. The lady told us because it was uncontrollable circumstance (something we found was weather related and was completely compensable) and we weren't entitled to compensation. WestJet said it wasn't an airline problem, it was an airport problem. We ended up having to book another flight through a different airline that would get us there the same day which Westjet wouldn't even do for us.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteToronto to Calgary
Date FlownDecember 2019
Ground Service 12345
Value For Money 12345
no
9/10

"Really nice Economy product"

(Canada)

Not Verified | Calgary to London Gatwick. Really nice Economy product on the 787-9. Was impressed with the quality of the meals, entertainment, etc. No problems with cabin crew. Keep it up WestJet!
AircraftBoeing 787-9
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteCalgary to London Gatwick
Date FlownAugust 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes