WestJet Airlines

✅ Trip Verified | Still haven't refunded my travel agent 61 weeks after the flight was cancelled. Clearly the case with many many other people. Won't talk to me directly, or to my travel agent according to them.

Not Verified | I had a fight booked for my 16 year old daughter to take (alone), on an economy flight. WestJet delayed the flight twice to 1AM departure. I stood in line for 40 mins at the airport early to ask if there was a possibility to bump her to an earlier flight. I even told the agent I would pay. All she kept repeating to me was “nothing we can do for you, you booked economy which means no changes” I tried to explain I wasn’t making changes, they did, twice… so I will pay. She cut me off again and again and wouldn’t let me speak. When I asked her to let me finish asking my question she accused me of yelling at her and like a Child kept repeating don’t yell at me. asked to speak to a manager. Her manager was at the kiosk next to her apparently, she said something to him and he without even looking my way said “we can’t do anything for her”. I completely understand if there is no flexibility with economy flights, they would not even let me request if I could purchase a ticket on an earlier fight. I have never witnessed such unprofessional behaviour. Employees are representing you very poorly, and you’ve lost my family as customers who fly frequently.

Not Verified | I received a change notification for an upcoming flight. The new flight is not appropriate for me so I wanted to change to a new flight. I tried this online and was unable, so called WestJet to schedule a new flight. I have been holding for approx. 10 hrs to get hold of a WestJet agent, and booking a call back was scheduled for 7 days in the future. I can wait for this callback, but I can see that the flight the does work for me is at a premium price, so I assume it is almost full. I have accommodations booked so I am limited in the days that I can travel. I have been an avid WestJet fan for many years, and I do understand that COVID has created significant challenges for all companies that are dealing with COVID, but they really do need to get this sorted out. I should be able to reach someone in a reasonable amount of time, or have a call back in a reasonable amount of time, which is certainly not the case right now. Please get it together WestJet!

Not Verified | Awful airline, I had to wait 4 hours on hold to book my flight because I can not book my dog online. No help at all with contact customer service only. Bad service while flying and rude. I fly every 2 weeks and will not be using WestJet ever again.

✅ Trip Verified | I've never had to deal with customer service of WestJet until now. After having to go through their customer service experience I will never fly with westjet again. It is nearly impossible to get a hold of anyone, be prepared to waste at least an entire day. You cannot use email to communicate, you have to call a number and wait for hours to speak with someone who may hang up on you or may be untrained and not have their log-in information yet to help you and then you go back in cue for another 2-3 hours.

✅ Trip Verified | I have been a loyal customer until now. On the way to the airport my truck broke down. I called the airline to tell them the situation and that I would miss my flight, and the lady on the phone had me pay a $500 change flight fee, on top of the fees I already paid for my round trip. When I arrived at the airport later that morning for my new flight, after getting my truck towed to a dealership, I talked to a representative because I have changed my flight in the past once before and only had to pay a $100 change flight fee. She wasn't able to give me a proper explanation, so when I arrived at my destination, I called customer service. I was on hold for 2 hours before giving up and having them book a callback appointment for me, a week later! I just got the call today, had to wait on hold again for about 5 minutes before someone came through. I wanted an explanation as to why I paid $100 before and $500 this time. She told me it was because I had to incur the cost difference of the new flight, because I didn't miss my flight and had called them rather than doing it at the airport. The $100 fee is a courtesy they do if you miss your flight within 2 hours and arrive at the airport, but not over the phone. She told me that the sales lady was just doing her job (getting more money out of me), because I called and said I needed to change my flight. I was told if I told the original lady that I was going to miss my flight, she might have recommended that I wait until my flight departure time passes, then call again to only pay the $100. I explained to the new lady that I did tell them that I was going to miss my flight, after explaining that my truck broke down. So I said that even though I called them 2 hours before my flight, to tell them I was going to miss it, so they can go and sell that seat (which I already paid for) to someone else, that I now have to pay an increased change flight fee? I thought I was doing them a favor. So as a tip, if you have to change your flight because you are going to miss it, don't call the airline prior, call them after your flight leaves within 2 hours to only pay the $100 change flight fee. I have been a loyal WestJet customer for over 6 years. I have their rewards membership that I never used aside from them giving me 1 free seat upgrade once. I fly home with WestJet 2-3 times a year to see my family and the one time I can't make my flight because of a real life problem, this is how they reward my loyalty. I chose WestJet in the past over Air Canada because I find they have better in flight customer service. But if it is going to cost me $500 for it, I think I will choose the alternate.

Not Verified | Booked a flight almost 3 months in advance using money from our travel bank. Received an email stating both the departure and return flights had changed which did not work out so selected the "cancel and request refund" option and now can't find the travel bank credit returned and worse yet can't even find a record of the flight when signed in to account. No record in transactions list and entering the flight booking number nothing is found. It is as if it all disappeared including the money that was originally spent on the flight. Have sat on hold for 5 hours now and nobody answers the phone. This company went from a great airline that thrived on customer service to a bottom of the barrel disaster that has horrible customer service and support. The website is a mess that you struggle to navigate as well. I think I might be done with them this time.

✅ Trip Verified | Flight was 5 hours delayed from Calgary, WestJet did not send notification of this delay. Return flight from Grande Prairie was delayed, then cancelled. Flying home now on AC. Don't want a refund, voucher for a cab or hotel. Would ask WestJet to use my money for therapists for their employees so that they can somehow justify showing up for work. This is by far, the worst experience with an airline I've ever experienced. Drive, ride a bike or walking is a better option than WestJet.

Not Verified | I just booked a flight to Regina return to Toronto. after a week they contacted me by email that my flight to Regina had been cancelled and changed more than twelve hours. this does not suit me and so I phoned their number 1-866-720-0088 yesterday. I was on hold for three hours and fifteen minutes! I finally gave up. They obviously don`t give a hoot about their customers. I am now on hold again for 45 minutes. I really don`t think they have any agents on this phone line. This used to be a good company and now they are completely horrible. you can`t talk to a human and their computer answerer is useless.

Not Verified | This used to be a great airline to use locally. We have the Westjet MC and book a ton of inter-provincial flights with Westjet. I am not sure what happened to this airline but in the last two months, 4 out of 4 flights that we booked through them were changed. One was changed by just an hour, which wasn't a big deal. However, one flight was changed from a 3-hour direct flight to an 8.5 hour stop-over flight with no discount provided. Basically we were downgraded without any reimbursement! Two flights were changed by almost 12 hours, with one of those two then ending up being on a completely different day! I understand that sometimes flights get updated. However, 4 out of 4 flights changed? 3 out of 4 changed VERY significantly? Not ok at all. I am currently trying to cancel thet last flight and their online system won't let me. So I have been on the phone for 2 days trying to get a hold of a human agent in order to cancel, since I've already rebooked with a responsible airline for the day that I actually need to fly. I am now avoiding Westjet like the plague and if you would like to know when you are actually going to fly, I suggest you do the same.