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 1051 reviews
3/10
3 star Skytrax Rating
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1/10

"Worst customer service"

(Canada)

Trip Verified | Regina to Toronto. Worst customer service. I will never recommend Westjet to anyone. Customer service just try to disrespect you because you have a economy class. Pathetic service. Try to put blame on customer so other flight can be booked. Shout at customer and give no solution.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteRegina to Toronto
Date FlownJanuary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"they lost my luggage"

(Canada)

Trip Verified | This is my first time flying with Westjet, and I am disappointed. First, they lost my luggage. I was flying from Vancouver to Toronto, but my luggage went to Halifax. The name and plane seat of my checked luggage was also wrong, very wrong. Second, after I got my luggage back, my new luggage lost a wheel! When I ask for compensation, the customer service was really horrible, and they never tell me the full information until I ask. I was told that I will receive an email after 5 minutes. But after 1 hour, I still not have received anything from Westjet. When I phone them up, the staff told me they could not find a file under my name, and then account does not exist. I don't know how airline companies work, but Westjet was not able to fulfill a single "responsibility" for my case.
AircraftBoeing 737-700
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteVancouver to Toronto
Date FlownJanuary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"highly unpleasant experience"

(Canada)

Trip Verified | Calgary to Ottawa. Lack of willingness to admit a mistake or explain it properly turned what should have been an inconvenience into a highly unpleasant experience. I was going home from visiting my family for the holidays and arrived at the airport 1.5 hours before my scheduled boarding time. While in the line up for security several other flights were called ahead and allowed to skip the line, as my flight was not one of these I assumed that there would be no issue making my flight despite a lengthy line. Instead when I arrived at the gate (a minute prior to scheduled departure) I was told the plane had left early, with my bag but without me. The gate agent was very helpful in switching my flight, but I still decided to talk to customer service to ask why the other flights had been called ahead but mine had not. I was informed that it was a courtesy that they allow certain flights to skip the line when their departure is close. This makes sense to me but why was this courtesy offered to several flights while I was in line but not my own? I was not paged on the intercom or asked after in the security line despite having checked in. I would understand if I had shown up late to the airport, but I gave myself plenty of time. Sure doesn’t seem like “westjet cares” as much as their commercials would have you believe.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCalgary to Ottawa
Date FlownJanuary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
10/10

"Very happy with the service"

(Australia)

Trip Verified | Vancouver to Quebec City via Toronto. I flew with family including two grandchildren. The service on all of our flights over the past week with WestJet have been fantastic. Flights were on time and the customer service was amazing, particularly with the children. Genuine kindness. Very happy with the service from staff. Just wonderful
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteVancouver to Quebec City via Toronto
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"responsibility was to get me to Calgary"

(Canada)

Not Verified | I had a trip booked from Cranbrook to Calgary and on another airline to Amsterdam. I was one of the few people that boarded the plane first and noticed that people had stopped boarding? The few of us that were already on the plane got told there was a mechanical issue with the plane (hydraulic leak)and we had to get off. This was at noon and my connection to Amsterdam was at 15:30. The plane ended up not leaving until after the on tarmac repair was completed at 17:00. This of course meant I missed my connection in Calgary and had to re-book it for the next day. Once in Calgary I went to the WestJet counter to get the hotel voucher I was told I would get in Cranbrook only to be told (rudely) that they would not be giving me a voucher as the connection was with a different airline and their only responsibility was to get me to Calgary.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteCranbrook to Calgary
Date FlownNovember 2018
Seat Comfort 12345
Ground Service 12345
Value For Money 12345
no
8/10

"happy with their service"

(Canada)

Trip Verified | Toronto to Edmonton. I am flying with WestJet almost every week. I am happy with their service in general. Unfortunately, in this flight I have checked-in 2 bags. Only on of them made it to the destination. I have no idea how this is possible on a single domestic flight. I have been compensated for the delay. Luggage has been delivered to my hotel in Edmonton 8 hours after my original landing time. During those hours Westjet was highly responsive.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteToronto to Edmonton
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"left your suitcase in Calgary"

(Canada)

Trip Verified | Honolulu to Cranbrook via Calgary. My flight from Honolulu was ok if you don’t include the other rude passengers demanding we don’t tilt our seats back and yelling and screaming. We get to Calgary and wait 4 hours. The area you wait in is the worst area in the airport it is the outdoor cement where the planes park, indoors and basic keeps the rain off you. We go to get on the plane and the woman is demanding we put our little bag with our iPads and phones on the luggage cart and she wouldn’t quit. Then we get on the plane and they decide to not load my suitcase and not tell us. We get to Cranbrook and they said we left your suitcase in Calgary it was to heavy. All you have to do is put less fuel in the plane in Calgary and add some in Cranbrook. Then they charge my credit card for the bag in US dollars. That’s a sneaky trick. I booked my plane ticket 4 months in advance and they don’t put the suitcase on the plane? The suitcase was well under weight and we had a total of 4 suitcases for 5 people and the plane was over weight? They didn’t lose the suitcase just decided not to load it and there were about 6 other people out of 38 didn’t get their suitcases. WestJet should be embarrassed. Worst airline in Canada.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteHonolulu to Cranbrook via Calgary
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

"another cash grab"

(Canada)

Trip Verified | Toronto to Edmonton. Airline is starting to autoselect seating and charging 40$ to change to another economy seat (not a premium or exit seat, just another regular seat). This is bad customer service and another cash grab. These flights are already uncomfortable now not even allowing customers to swap similar seats on early check in. Very disappointed.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteToronto to Edmonton
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
6/10

"prices are absolutely ridiculous"

(Canada)

Trip Verified | Toronto to Fort Myers. I cannot believe that an airline charges for bags. All this does is have all passengers cram everything into 3 (yes 3 pieces) carry-ons as opposed to 1 so they get it free (not saying I blame them) - but 3 items is hampering everyone else. They have their ligit bag, then a big purse and then a gift bag. Next how can the same airline charge 32.50 in CAN and yet 43.38 CAN on the return from the US. It should be a straight fee same price. The staff is getting less and less attentive and sit in the back talking about what they did on days off, and huff every time they have to attend to a customer. Flight prices are absolutely ridiculous - how can Westjet charge $400-$800 return Toronto to Florida - yet just south of the border it can be done for 49$ - you wonder why people go to Buffalo and use US airlines. You need to come up with a better plan.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteToronto to Fort Myers
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"terrible response I received"

(Canada)

Trip Verified | Toronto to St Lucia. Westjet used to be one of those few corporations that Canadians - especially western Canadians - were very proud of and many have had much undying loyalty to the airline. Of late however, Westjet has changed drastically into a company with the behaviours that we abhor in the older mature companies. I had an incident regarding travel with my pet and I took it with a smile, caused no scene, but contacted customer support afterward expecting some sympathy for the occurrence. I got a form letter and a good day! I tried again and got zero response. My family and I have since flown several thousand miles and booked with the competitor AC and we were thrilled! More comfort, more professionalism, and people trying hard. We spend a lot on travel and we should like the companies we are paying to take us there. I'd like to thank Westjet for the terrible response I received to my incident as I, like many, didn't even know how good it could be on the competition!!
AircraftBoeing 737
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteToronto to St Lucia
Date FlownNovember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no