WestJet Reviews 403

Over the past several years, it has been disappointing to watch WestJet’s transformation from a proud, customer-focused, homegrown airline into a company that feels increasingly indifferent to the people who made it successful in the first place — its loyal passengers.

WestJet used to stand for something truly special: genuine hospitality, fair value, and a sense of community that set it apart from other carriers. Sadly, that culture and customer-centric approach appear to have been replaced with cost-cutting measures and marketing spin.

In the past four years, we’ve watched standard features — such as carry-on baggage — be stripped away, only to see fares remain the same or even increase. These reductions in service are then marketed as “enhancements” or “greater choice,” which frankly feels disingenuous and insulting to customers who can see what’s really happening.

The latest change — removing reclining seats and framing it as a “benefit” to passengers — was the final straw. Let’s be honest: this isn’t about comfort or convenience; it’s about fitting more seats on the plane. WestJet now operates as a discount airline, yet continues to charge premium prices.

We were once proud to choose and recommend WestJet. That pride is gone. You’ve abandoned the values that made you Canada’s favorite airline, and in doing so, you’ve lost our trust, our loyalty, and our business.

Unless there is a fundamental shift back toward the customer-first culture that built your reputation, this will be our last flight with WestJet.

Shameful airline. I have had multiple bad experiences I could share, but here is a recent example: I paid for extended comfort seats, however, my return flight was canceled. They put me on a multi-stop flight the next day (instead of the nonstop I had been scheduled on. They also put me in ultra basic and made me pay for a checked bag that was included in my extended comfort. Even more outrageous, they rejected my claim to be reimbursed for the extended comfort seats I purchased for my canceled flight. I won't get into the hotel accommodation they later reneged on. I am officially done with westjet

My flight from London to calgary was cancelled the day before the flight due to maintenance issues. I called westjet and was informed I was booked on a flight 2 days later via Paris. I asked to travel on the day originally planned. They changed my flight to be via Dublin, with a one hour lay over. We landed in Dublin 7 mins early and were told we were too late to make the connecting flight as the gate had closed; we found out later that the gate closes 75mins before the flight, so it was impossible to make that flight. There were no agents in Dublin, and we were told to call Westjet. The first agent I spoke to told me that they could not help as I booked through expedia, even though I had spoken to Westjet the day before about the same flight. The second agent I spoke to said I would have to book and pay for another flight. Both the first and second d agent would not put me through to a supervisor until 7am Calgary time. The third time we called we were finally able to get changed to a flight from Dublin to Calgary via Edinburgh for the next day. On top of this my luggage is missing, as they were meant to pull it from the Calgary flight. I am currently sitting in a hotel in Dublin airport wondering if I can get home today. I am out of pocket over $700 so far and no change of clothes or toiletries.

Over a month since my refund request was initiated and still booking.com hasn't paid me.

I know the booking was done with this shady third party. However, seeing as you're affiliated;they look bad you look bad too.
Somebody get the ball rolling.

They scam you by delaying the return of refundable flights and then hold your money for a year unless you use that money. Then if your year is up and you haven’t spend all the money, they charge you 50-60$ to hold your money for another year. You have to pay that money and are not allowed to use the credit that they owe you to pay for it.

They are a trash company and I suggest anyone who deals with them to make a formal letter of complaint and sent via post as well as use a copy as reference to open a complaint and audit with the consumer protections act of Canada. Money is not allowed to expired and cannot be held and charged.

Only by hundreds of people getting together and showing these pos garbage people that they can’t scam us.

WestJet is a trash company.

Westjet used to be the best airline in Canada until they sold to an Investment Fund around 2020. You used to be able to phone customer service and speak to a person within minutes. Now you wait on hold for hours if you get through at all. There used to be valuable benefits to hold a Westjet credit card, now they have diluted or eliminated those benefits. And their flights are often delayed or cancelled. I cancelled my credit cards and avoid them at all costs.

Tremendous customer service and overall treatment. Far superior to Air Canada - where sometimes the customer seems to be an inconvenience.
Premier Economy and Business much better than rivals

First off don’t get fooled by the price pay a little bit better and get a company that actually has enough money to pay supervisors in their office's. First, let me start by saying I never receive my bag for the whole week that I was in Mexico, made a claim the first second I noticed that I didn’t have my bag in the airport of Mexico . They still don’t know where my bag is. Met three other couples and a whole family of seven that their bags were lost as well. Fortunately, they received their bags 4 to 5 days later half empty of course. It’s been 20 days and I received an email about a bag that looks like mine for four days now after confirming I still haven’t received no email and when I call the baggage claim number they have no information as per usual and never send me an email to say that I finally have something on the baggage claim website. This company is a whole joke. I never usually go with cheap flights, but I told myself why not try something a little cheaper than Air Canad or Air transat . Don’t make that mistake.

My flight to Costa Rica got redirected after 1,5 hours in the air, we were just offered $15 vouchers which is against IATA rules. Very disappointed!

I called WestJet about my booking to cancel or get a credit. Unfortunately, the call centre agent 'Kim' I spoke with on 23 Sep 2025 was dismissive and unhelpful. I felt my concerns weren’t listened to, and the tone came across as rude. This was very disappointing given the stress of my situation.

Great service easy check-in easy baggage great airline

I would like to thank west jet for not only confirming there ability to gouge clients but not even have the ability to take simple care of travellers luggage.
I paid over $200 in baggage fees with fragile stickers all over it and ended with damaged product which I use to operate my business.
Thank you westjet for you continue trash performance.

This event happened at MCO gate B95 flight number 1225 on 09.19.2025 from MCO to YYZ around 6:45 PM.

I have my musical instrument with me that fits in the overhead compartment. The gate agent argued with me that I’m not allowed to take it on board. I explained that on their website under luggage, musical instruments are allowed if they fit in the overhead compartment. We did argue, and both of us were frustrated. She called the supervisor, and he got me on the plane, and everything went fine. Last minute before takeoff, the same gate agent came, and she said the most aggravating statement in front of everyone on the plane: “Because of your attitude, I will take you off the plane.” Who gave her authority over her supervisor? Does a gate agent have the authority to remove passengers from the plane? Of course, I left peacefully, and then she came saying, “That’s what you get.”
Now, I’m off the plane without being given any alternative flight. I called their customer support, and they don’t want to refund the money. I’m still in this situation; I feel the unfairness, disappointment, disrespect, and my human rights have been revoked.

I'm honestly tired of all the damn Canadian flight company.
The last 6 flight I took, always minimum 2hours delay.
WestJet, air Canada, flair airline, air Transat.
Really bad.

We booked a round trip flight from Chicago to Calgary the end of August returning the first part of September. Everything was fine for about a week then we received notice they were moving our return flight up a day, then they moved it back by 2 days. It was too close to our vacation time so we left it, then 3 days later the return was moved back again by 2 days. We had to book a different return flight through Minneapolis so we could get back on our original day. We also were unable to check in online for our return flight due to one of our names being added wrong, that wasted an hour and a half the last day. It was right on our confirmation email. Customer service was very unhelpful. We will never fly West Jet again, terrible experience!

As a Canadian travel agent, I’ve booked countless vacations over the years and always strive to match my clients with the best experiences possible. Unfortunately, a recent trip I arranged for a young couple to the Iberostar Playa Alameda in Varadero, Cuba has been one of the most frustrating and disappointing experiences of my professional career—not just because of the resort itself, but due to the complete lack of support from WestJet Vacations.
From the outset, this trip was a mess. Despite the Iberostar Playa Alameda being marketed as a 4 to 4.5-star resort on various platforms, the clients faced a number of issues, including:
• Bugs in their room
• Insects found in the food
• On-site amenities that were broken or non-functional
• Bank and visa cards not working, which left them stranded and stressed
While I understand that resort quality can sometimes vary, what is completely unacceptable is the lack of support I received from WestJet Vacations as their travel advisor.
When my clients encountered these serious issues, I did everything I could to escalate the situation:
• I called every WestJet Vacations support line available to travel agents. Each time, I was placed on hold for over an hour and a half—never once getting through to a human being.
• I emailed all three Business Development Managers (BDMs) assigned to support agents like myself. I even clearly stated in the subject line that this was an on-site emergency, yet not one BDM responded.
• I tried contacting the resort directly in hopes of reaching a WestJet representative on-site. I was told repeatedly that no WestJet rep was present at the property.
• The e-documents sent to my clients contained no emergency contact number, no 1-888 line, and no guidance for in-destination support.
By contrast, I had another couple traveling to a different resort in Varadero during the same week—and they had four tour operators on site, including Air Canada Vacations, who were accessible and responsive.
I even reached out to a WestJet BDM via Facebook Messenger, hoping for any kind of acknowledgment. Again—nothing.
This experience has left me deeply frustrated and angry. As a professional, I should never be put in a position where I feel helpless while my clients are experiencing a travel crisis. WestJet Vacations failed me, and more importantly, they failed my clients.
A few key takeaways:
• There is no real-time, emergency support for agents or travelers once in-destination.
• BDMs are completely inaccessible and unresponsive, even in urgent situations.
• Customer service, once a proud WestJet hallmark, appears to be a thing of the past.
• Their current operational structure is irresponsible and unacceptable, especially for travel to Cuba.
Until WestJet Vacations addresses these glaring issues, I cannot and will not recommend them to my clients, especially for travel to Cuba. I sincerely hope they take agent feedback seriously and implement real changes—including having accessible support, proper on-site representation, and responsive BDMs.
Last but not least, their luggage was delayed upon arrival, and the couple had to take a 40-minute drive back to the airport the next day just to retrieve it. Not once did any WestJet Vacations representative offer an apology, let alone compensation.
As a heartbreaking side note—this was a special trip. The young woman received a surprise marriage proposal during this vacation. What should have been one of the most joyful and memorable moments of their lives was overshadowed by avoidable stress, frustration, and a total lack of support.
WestJet Vacations needs to do better. Much better.

Used to be a valid and dependable airline but it appears they've continually dropped the ball. Cancellation after cancellation for no apparent reason (not weather, not strike). No longer dependable and no longer the 'go to' airline for any flights. Nothing online about why and they won't tell why flight after flight to UK was cancelled. Poor customer service will continue to decline this once great airline.

I recently booked flights for myself and my partner from Winnipeg to Calgary for our anniversary trip. While the flights themselves are fine, I had a very frustrating experience with customer service.

When I booked my ticket, I entered information for both of us, but only one passenger (myself) was confirmed due to what appears to have been a glitch. I called immediately to resolve this, but the first agent I spoke to was dismissive and unhelpful. The second agent ADMITTED there was an attempt to add my partner’s info, but still said the error was on my end. Instead of finding a solution, I was told the only option was to cancel my booking (with a fee) or pay for a second ticket at full price.

On top of that, one agent told me she could put a hold on the fare, collected all my partner’s information, and then suddenly said she couldn’t do it. Later, I was told I could add his reservation to mine so we’d be linked, only to be told again that it wasn’t possible. Every time I asked for help, the answer was simply “no.”

I understand technical issues happen, but the lack of flexibility and empathy from your staff made an already stressful situation worse. As a paying customer, I expect more transparency and real solutions instead of being misled and left to figure it out on my own. Absolutely useless, it’s all simply a money grab at the end of the day.

Had been a customer for 15 years but due to their lack of accountability and poor customer service I've chosen to stop flying with them.

Absolute joke of an airline, lost my bags from London to Calgary. Had a layover to Edmonton and of course it never showed up. They found my bag in Kitchener. Now they said they have no staff to check to see if its my bag. Been almost 4 days and nothing.

Doesn't seem like anyone there cares about anything or anyone.

Dont fly with these idiots