WestJet Airlines

✅ 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.

✅ 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.

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.

✅ Trip Verified | My flight WS584 on June 30 from Calgary to Hamilton Ontario was cancelled the day of travel at 6.15 a.m. despite me having a boarding pass. The offer of flying home on July 3 was too stupid for words. These people are thoughtless and selfish. I had to buy a flight with Air Canada to get home on June 30 which cost $832.27 in addition to the $254.23 already paid to West Jet. I want the $832.27 reimbursed by West Jet. I was travelling alone with no luggage and could afford the extra payout, but what about families and people who missed connecting flights/vacations to other parts of the world. These airlines should be fined $1m an occurence for the damage they do.

✅ Trip Verified | Never ever again. My family and I are on vacation in Europe for a month. They lost our luggage, its close to impossible to get in touch with them - no email, no phone number, only chat with a bot via Messenger. It's been 10 days already. I filled a claim online, called them twice (and I was on a call for 1 hour and 40 min once, but all agents were busy helping other customers as quickly as possible BS), and there is no sign of my luggage. Dont waste you money, time, or health with them. I won't give even 1 star.

✅ Trip Verified | Horrible in every way possible. I’d recommend if you’re flying direct have no deadline and you’re on a budget If all three conditions apply, go for it.

✅ Trip Verified | WestJet has the worst customer service ever , they don't care at all about providing the minimum level of service to their passengers. they cancelled 2 flights for my husband in the middle of the night and they refused to provide a hotel for him they told him look for a hotel on your own. The worst part is that he submitted a claim for accommodation, Uber and train ticket because he had to come by train. They refuse to give any date about when they will refund him , I called many times and they agents refuse to help or provide a manager to be polite. I never saw any company that refuse to commit to pay claims back. They don't even give a timeline range. it has been more than a month now and I have no response or feedback. they confirmed they received the claim after so many trials from my side. I do not recommend it at all they have no experience in customer service , very cheap in the way the deal with the smallest problems.

Not Verified | I had a 2:15 fight so I got to airline at 10am. I was in line for 3 1/2 hours just to get my boarding pass. Once at the counter I checked my bag $42. I was told to drop off my bag at the international drop off. I went to drop off my bag and was told I couldn't because my flight was domestic first so I was sent to domestic drop off. They would not take my bag and sent me international again, keep in mind I had 30 minutes to get to my flight. They wouldn't take my bag and had to go back to domestic drop and the employee went with me. After they had it out. I tried to drop off my bag again and now the computer said it was too late I had to take it as a carry on. I took my bag and barely made it to my flight. I get to my layover destination on time with 30 minutes to run to my next flight. I get to my gate they tell me my flight was changed to the next day because my flight was 40 minutes late. I had so literally beg to get me on that flight. She finally did and guess what the seat in the middle was empty. There were many empty seats and they made it seem as though it was full. After all that. I got to my destination. I called customer service to get a refund on my bag that I had to carry on. I was on hold for 2 1/2 hours they told me no that they couldn't because they allowed me to carry it on the plane. Ridiculous.

✅ Trip Verified | Four hours before flight departure, having already printed our boarding tickets, we received notice that the flight was canceled and they booked us on a flight the next day, on Canada Day. The whole reason for going to Quebec was to celebrate Canada Day there. Trying to get customer service I gave up after 54 minutes waiting. How does this company survive? Next time I will book with a proper airline.

✅ Trip Verified | We were booked to fly from Toronto to Calgary and when I was trying to check-in I found our that the flight was cancelled. I called WestJet and was on hold from 9am to 3pm and the agent reply was that it should have been Delta Airlines that should have informed me about the cancellation. We were going for a function the next night and his offer was to fly our today at 10pm from Toronto to Edmonton at 10pm and wait in Edmonton for 6 hours to land in Calgary at 7am. The agent was absolutely rude and not helpful at all blaming the airport for the cancellation and further saying that I should have booked direct with WestJet not cash in Skymiles which really is my prerogative. Being on hold for over 6 hours to get an agent like this was just an awful experience.