WestJet Airlines

✅ Trip Verified | I was really pleased with Westjet employees during these flights. During the Orlando to Toronto flight by child was very sick from turbulence, and the stewardesses helped me clean up and showed great care and concern for my child. I deeply appreciated their help. That plane was delayed however, which caused us to miss the connection from Toronto to Vancouver. So I went to the Westjet help desk at Pearson and the worker took care of things with no hassle, getting us on the next available flight to Vancouver for no extra cost. She also gave us $60 of food vouchers for airport vendors, which I used. All in all I am consistently happy with Westjet and will always make a point to book with them whenever possible. These flights were no exception.

Not Verified | On my way from Kelowna to Saskatoon they damaged my mobility scooter. Told to contact damaged bag department I have tried for 6 weeks, sometimes remaining on the line for over an hour. I have never been able to get through. I also had to sit in the plane to wait for a wheelchair for up to 1/2 hr. They were told I would need it to and from the gate to the aircraft when I booked the ticket, when checked in, and again at the gate. This should not have been a surprise. So I am on my way home. When the ticket was booked they were told I would need a wheelchair from the gate to the aircraft. When I checked in they arranged for a wheelchair from the gate to the aircraft. I arrived at the gate and they had no idea I would need a wheel chair and and had to go find one. I cannot use the scooter on the ramp, because they broke the brake. I understand that none of this is the gate agents fault, and truly would just like to be treated with a little dignity by Westjet. I feel like the wait times are to discourage people from seeking damages. Westjet get your act together. You are the worst customer service I have ever dealt with. I gave you a 2 because I got from point A to point B.

✅ Trip Verified | The worst customer service I have ever had! On July 15 morning, a woman at the #51 customer service counter was unbelievably rude and hostile! I had to rush home because of a family emergency. The departure time of WS 615 should be 7:45 am, but it was delayed for more than 4 hours. Because of its delay, I would not be able to catch my next flight, which there is only one flight per week. I was extremely worried and anxious at the time, so I went to the WestJet service counters to ask if there was another way that they could help me to get to Vancouver in time. A man at the customer service said there was nothing they could do. He said I could cancel my flight. I asked him to help me take back my luggage which was checked in earlier. It was a hard and long conversation for both of us, but in the end, I thanked his service, said sorry for taking him extra time and told him I knew it was not his fault, and he said he could understand my situation and have compassion for me. Until this point, although I was very sad that I could not make it home this week and was very disappointed by WestJet itself, I was thankful for this gentleman’s patience and understanding. I followed the man’s instruction to go to reclaim my luggage. I waited for a long time. During that time, I tried to cancel my flight through the WestJet website, App and phone call. None of them worked. So, I went back to the customer service counters having two questions in mind: When would my luggage come out? How could I cancel my flight before it takes off? I waited in line and was then called up by a woman at the #51 counter. And here came the most terrible customer service experience! Before I could ask my questions, the woman scolded me saying things like the flight was delayed; there was nothing they could do; her colleague had explained to me, and in between her statements, she repeated “why are you keep coming back?” I was astonished! That was my second time coming to the counter to ask for help that morning, and I even didn’t get a chance to say a word yet! Then she asked me very firmly, “Can you understand me?” I answered, “Yes, (the gentleman two counters beside you said so before…but she didn’t let me finish this sentence)” She interrupted me rudely by saying, “OK, now go, next!” I was so shocked! I asked my questions anyway. Again, she didn’t help at all, speaking to me in a terribly rude way! I was infuriated. I asked her name and said I would complain about her service. She refused to tell me. It was absolutely the worst customer service experience in my life!

✅ Trip Verified | They had a delay (of course, no surprise here) but they won't admit it to passengers until we had to wait inside the plane for more than an hour with no air conditioning. Then when the plane is finally in the air, the AC kept on turned off most of the way. To add to this hell of a ride, when I ask for a water refill (I brought my own bottle) one of the cabin crew just looked at me by the shoulder and told me to get the water from the washroom. Never again I will fly with your cheapskate and no-standard customer service.

Not Verified | The worst flight experience I've ever had. First off, we got forced by an employee to check in our carry-ons despite the fact there were many others that had the same amount of carry-ons as us. We also informed him that we were transferring to Seattle. At that point, the flight had been delayed around 3 and a half hours, meaning we would miss our flight to Seattle. We weren't sure about how to proceed, so we tried to ask to him to let us keep them as carry-ons. He shut us down immediately and didn't bother to ask anyone else. While we were in the Vancouver airport, we decided to wait in line to a WestJet kiosk to rebook our flights to the earliest possible date (which was the morning thereafter). We waited in line for about 3 hours as well until ~12 am. Other people were getting extremely agitated too, as they were exceptionally slow. Our flights got rebooked but the problem of where to stay during the night remained since all the hotels in the area were booked full. We had to end up paying for a hotel for 600$ without a hotel voucher, but we are planning on using the reimbursement money to cover that in the future.

✅ 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.

✅ 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.

✅ 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.

✅ 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.

✅ 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