WestJet Airlines

✅ Trip Verified | Used a Westjet Vacations package for this trip, and loaded their app on my phone. Received an alert thru the app early departure morning that the flight leaving YVR would be delayed 30 minutes due to a staffing matter. Departure should have been 8:40am. Upon check in at the airport, still showing leaving on time. Departure time not updated until waiting to board at the gate. Ended up backing away from the gate at 9:24am. Also left Cancun 30 minutes late when returning home. Westjet was only operating one check in for all destinations at their Domestic check in counters. After dropping off my checked suitcase, was told to proceed to D area for security screening. That is in the International security area. Walked all the way from Westjet’s domestic check in to international, only to see a closed sign and directing people to C (back in the domestic area of the airport). Flight crew on board were friendly. Handed a disinfectant wipe to each person upon boarding. Drink service twice during flight. Limited food for purchase, just snacks, due to Covid. Kit Kat, mini Pringles chips, mini humus and crackers package. Didn’t help that YVR international departures area only had Subway open even though multiple outgoing flights that morning. Not even a gift shop open. Passengers who weren’t prepared seemed annoyed at lack of options for purchase onboard. It’s Covid, and if travelling during a pandemic worth while to look options up prior to travel. I ended up having more snacks with me from home than I consumed on my flights. Numerous times during the flight, over the speakers it was announced to ‘properly wear your mask covering your nose and mouth unless actively eating’. Once even announced by the captain. Some people pretended to be eating their chips forever to try avoiding wearing their mask (saw many of those people when walking to the back of the plane to use the washroom). Luckily people near me on the flight were compliant. I double-masked for my flight, changed to fresh masks every 2 hours, and didn’t remove to eat/drink if others in my row were eating and had theirs off. I felt safe at all times during the flight, it was a full flight. Upon landing, the typical announcement to keep seatbelts fastened, etc … but also clearly said “remain seated until the row in front of you departs to ensure distancing”. That didn’t work, people jumped up and pushed forward instantly, squishing into others. On my return flight leaving Cancun, middle seat was empty and the person at the window had a lose fitting mask that didn’t keep up over his nose. I mentioned it to the flight attendant when she walked the aisle before take off, and she immediately asked him to ensure his mask is over his nose for the entire flight, even asked him if he had another mask that clipped over his nose, but he said he didn’t. I kept an eye on him during the flight but he appeared to ensure his mask was up. Westjet hasn’t been my airline of choice in the past for vacation packages, but not many options since AirTransat and Sunwing pulled out of the West during Covid. Overall a good experience, especially considering the current situation. I was just happy to finally be going on a beach vacation.

Not Verified | My wife and I flew on the WestJet 737 Max 8 aircraft. The seats are so tight together that there was no way to find a comfortable position. I have flown WestJet 100’s of times and this aircraft is the worst ever experienced. They should have just kept them grounded. Very dissatisfied. Hope to never have to fly on one of these again.

Not Verified | This is in regards to to poor behavior from a Check-in CSR of WestJet Airlines I had made a booking through Expedia for my Mother-in-law who does not speak English. Booking was from Toronto to San Francisco, I had also made a separate booking via email for wheelchair assistance. When I went to the check in counter, the CSR was not helpful at all. She asked us where she (my mother-in-law) was going and I said San Francisco. Her answer was WestJet does not fly there. In the meanwhile, another passenger came to next check in counter and told the CSR he was flying to San Francisco and started checking in, no question asked by CSR. I told this lady again that it's San Francisco and I gave her the booking number, she said WestJet does not fly there directly. Then I told her she has a layover in Vancouver. I have flown many times and you tell the Check in person where you are going and not your layover city. Anyway that's not a big thing but she established upfront that she was not going to be a good/helpful person to deal with. She asked for COVID negative report which I gave her. I am not sure if she did not understand the report or just simply wanted to harass us but she went to a lady who looked like her Supervisor to check out the report. She came back after 5 minutes but did not ask/tell us anything which I assumed was ok. Then she asked for Wheelchair Code. I showed her the email which WestJet had sent me. Trouble started there. She said the system does not have the Wheelchair Assistance Code. I said it was made separately and I am not sure about what's in your system. She said the exact words "You don't have to show me the attitude" and I replied "You are not being very helpful either". I have flown many a times, this is the first time I experienced such language from a CSR to a customer. We had some issues with overweight luggage. The CSR sitting on the next check in counter told my mother-in-law in Punjabi how to fix the issue by transferring stuff from one bag to the other one. After this the CSR we were dealing with became somewhat toned down. I should have asked her name but I made the mistake of not doing that. I just shudder to imagine how would she have treated my mother-in-law who does not speak any English? Well that's about the only and at that the worst experience I have had with any airline. For me, it's Bye-Bye WestJet, will never again fly with WestJet even if it's the cheapest flight. I had rather spend more money and get good service.

Not Verified | I've been a long time WestJet customer but a recent experience has me seriously questioning if we will ever use them again. My husband, son and myself had a round-trip flight booked from Kelowna to Edmonton. The initial direct flight that I booked was cancelled four hours prior to departure, and we were placed on a flight that stopped in Calgary and didn't get to Edmonton until midnight. Very inconvenient as we had important meetings to attend in Edmonton first thing in the morning. Regardless, we accepted the flight change as there was nothing more we could do. Upon arrival at the airport, my husband realized that he only had his interim driver's license as he had recently renewed it. He also had several other pieces of non-photo government-issued ID including his birth certificate and health care card, but wasn't sure of the rules. When we asked the WestJet agent in Kelowna, she said he would have to go through security to ask the gate agent if he would be allowed on with the ID he had. But she refused to issue him a boarding pass to get through to the gate agent to do so. She finally agreed to phone the gate agent from the check-in counter and when I asked her if she could ask specific questions, she threw her hand in my face and told me to "shush". She got off the phone and said she would not allow him to board. I reiterated that he had several other pieces of ID, and she said she didn't care, we should know the rules and said that we were being difficult. I know myself how difficult it can be in a customer service role, so I was being very polite to her and was definitely not being difficult. She then told me I need photo ID for my 11-year-old son, which I know not to be true as he travels domestically frequently as well. She agreed to let my son board. She refused my husband a boarding pass and started laughing at us. I asked her what was so funny, as we were extremely stressed out, and she replied "you people showed up here and didn't know the rules, you need to accept responsibility for that." My husband asked if he could book the first flight for the next morning. She replied "I'm done with you people, and I've logged off for the night." and proceeded to walk outside to the parking and lit up a cigarette. I was able to book my husband's flight for the next morning on my phone for an additional $455, and when I boarded the plane I asked the gate agent if non-photo government issued ID was acceptable for domestic travel and she said absolutely. When we were checking in to our return flight, I realized that the Agent cancelled my husband's return flight as well and we had to pay an additional $455 for the late fare being that it was so last minute. I spent 2.5 hours on the phone with WestJet and was told that my husband was noted as a "no-show" on his initial flight. It took me several different levels of management to convince them he did show up, and was refused boarding for no correct reason. They refunded us most of the additional fare we were forced to pay, minus the airport fees and taxes. I am happy they finally agreed to do that, but the stress they caused us was absolutely unacceptable. I certainly hope the WestJet agent who refused him is dealt with appropriately and that this never happens to another customer.

✅ Trip Verified | I booked a flight on the Westjet website. There is a mistake in the reservation. I cannot fix it on the website. Website offers an "easy to use call back service", with a paragraph describing how easy it is, but no interface to use it. I call the airline. They offer a call back service with choice of two to seven days away. You have to redial and go through the time-wasting interface all over again in order to choose to wait on hold. At one time they offered a call back instead of putting customers on hold and they gave an accurate estimated wait time. They no longer provide either of these. I am currently on hold listening to a repetitive voice talking about how awesome this airline is. It's infuriating when you are in the middle of experiencing terrible service to have a recorded voice telling you the opposite.

✅ Trip Verified | Our flight was supposed to be departed at 7:20M so I didn't sleep and arrived at the airport at 5:30am. When we tried to check in, the cabin crew said the flight is cancelled but I was not informed at all. I asked for the reason for the cancellation for the flight and It was due to shortage of cabin crew, flight attendants, pilots etc but it was none of my fault and they did not even apologize or explain the reason for cancellation.

✅ Trip Verified | When I arrived at Kitchener airport, the agent at the counter told me that she is not accepting checked bags or giving out boarding passes. This was 1 hour prior to my flight, the customer in front of me was able to check his bag. I explained that I am a nurse being sent to Alberta to help with the emergency response with the Red Cross for 30 days. I explained that my bag contains all my PPE and supplies needed to do my job for the next month.The agent then said ok well I will give u a boarding pass but I'm not checking your bag. I explained again that I need my bag in order to do my job and she smirked and said you have 2 choices.You can rebook your flight or you can go without the bag. So I went without my bag. When I arrived in Calgary I had to buy all new PPE and clothes. I had made a complaint to West Jet on Oct 3 and still haven't received a response almost a week later. I also called today and have been on hold for over 45 mins. WestJet clearly doesn't care about their customers. The customer service is beyond horrendous.

✅ Trip Verified | I have flown with West Jet many times, and I have a pending flight next month, but today my experience with a Westjet representative was poor, which prompted me to write this. My family was saddened by the day's events extremely, just due to one employee's actions. Having already begun this day with many emotions, I did not want to be treated in such a way while my teenage son struggled with significant depression, anxiety and was trying to get home to his grandfather and friends and start a new school year and for he could do so before due to the pandemic. As nervous as I was for losing my son, he began the day excitedly for once3, and it ended up more painful for both of us. I want to add that this happens at Edmonton airport on Sept 4, 2021. When I arrived at the airport at 7:25 am, my boy was booked for a 9:40 am flight. I checked him using a self-service kiosk, printed the baggage tags, and attached them to the hockey bag with all his belongings. Then A middle-aged woman at station "75" called us to the service counter to check in his bag, and this is where the problems began. I put my sons' bag on the scale, and it measured 53lbs of the 50lb limit. She told me I had to take extra weight out. I said, okay, no problem, there are body washes in there I can take out. I had a zip tie on this bag; I couldn't get it off; she turned her back on me offered no help. I struggled to get it off, trying the only things I had; a pen, a key, my nails, as I was on the floor. Then she turns around and says can you take that over there. I said, would you, by chance havee something to help get that off. She walks away without saying anything, comes back and says, go downstairs, and someone will help you; I said can I ask how much it would cost if I paid for the extra three pounds? she yelled over $100 hundred dollars. I understand that policies exist for a reason (note I've never had a problem going 2-4 lbs over ), but honestly, most of the issues stem from embarrassment, lack of help, and she took the last moments I had to spend away with my son today. I had no time to explain to my son about his stopovers thoroughly, which scared me; I spent most of the day crying after that. This woman did not offer any help; she turned her back on me, just telling me to take out the 3.2 lbs. I just wanted help with opening the bag. To my understanding is sharp objects in the airport aren't allowed on the person. I was here on the ground trying to break open. I was just embarrassing; I was holding back tears; on the floor like a dog, my son walked off. I was okay with removing 3 lbs; the problem is that she knew I was struggling with trying to open. First, she just turned her back for the first five mins, and then she stared at me, left, came back and said, telling me to go downstairs. "Someone" down there can open it for you. This is now 30 mins into the hour I had left with my son. So I left and tried to find the "downstairs," finally found the elevator, but of course, nobody was to be found. I then went back upstairs, went outside to grab a lighter of a stranger and burnt the zip tie off. So then I had to go back in the now long line when I got back up to a new and lovely I might add representative, I put the bag on the scale, open it to take out his things and she said they don't worry.

Not Verified | Medicine Hat to Abbotsford via Calgary. Westjet staff on the plane and at the gates, awesome! Requested assistance was waiting on the jetway, and whisked us to our connections in due time, despite a short connection time. Thank and congrats to a staff for a job well done!

✅ Trip Verified | I originally booked great flights last year for Hawaii. Nonstop Premium both ways. Because of COVID the changes started to happen. First had to stop in Vancouver. Then had to stop in Calgary. Then the days started to change. Finally I had to cancel because the dates were to far away from the vacation time booked from work. My original booking was with my West Jet Mastercard but through all the changes they ended up on a Travel Bank credit. Now they will not refund my money. I am now rebooked (because I have no choice) travelling in December and am already dreading it. I called in to have a price adjustment because the cost went down. I need to wait days to have anybody contact me. When I did finally get a call and I told the agent the price had gone down she interrupted me before I finished talking.