WestJet Airlines

✅ Trip Verified | On May 14, 2024, my family and I took a WestJet airline flight departing Cancun, Mexico at 19:38. The flight was delayed for more than an hour without any proper notice before departure. I boarded the flight in a very tired state. After boarding, we encountered two problems. First, we checked in late, so my father and another family member were seated apart. A passenger asked to switch seats with my father to sit with his family, and we gladly obliged. However, a flight attendant came up to us and started yelling at us for switching seats without telling him. Of course, we may have done something wrong because we may have affected the safe flight. But this is not the way to yell at someone, especially since he couldn't speak English. Secondly, the seat my father was sitting in was an emergency exit seat, which meant that someone who spoke English had to sit in it. She tried to forcefully bring someone in our family who spoke English to sit in it. My brother-in-law, the person she was referring to, was sitting with 2 kids and she couldn't get away from him. Nevertheless, she continued to yell and insisted that someone in our family had to change seats. Common sense dictates that there are tons of passengers, so why would anyone in our family who speaks English need to change seats, let alone leave their child alone? Luckily, the situation was quickly resolved when a passenger who was listening to the situation said that he didn't speak English and would switch for her. Even then, the flight attendant almost sarcastically told me to bring the person who was going to switch for me. I've flown dozens of airlines in my 40 years of life, but that was the worst flight I've ever had and I will never fly WestJet again. This isn't about service, I don't want to put my life in the hands of a flight attendant with her level of professionalism, and I will be spreading the word far and wide about my family's experience of being discriminated against because they don't speak English.

Not Verified | The worst flight you can travel, we pre booked seats prior, the flight got delayed, the jet changed and then when we boarded our seats were changed. The person in-charge of notifying only said you have to take the other seats. There are reasons we are paying for a specific seat and would like those seats only. The guy was so disrespectful, he did not understand and just wanted to budge away. Westjet please have a courtesy to tell us in advance!

✅ Trip Verified | Baggage handlers lost my suitcase when I transferred from United to WestJet at Nashville. Started trying to get it routed correctly while still in Nashville (showed up on app as being re-routed before I boarded my connection). Was met with a WestJet agent who was completely unhelpful, told me to “call WestJet” as I was scrambling to board the plane. I got on the plane to Calgary and landed there. Plenty of layover. Once I got through customs, I worked with another WestJet employee, who assured me that the app was wrong and my bag was with the plane. I had a beer and rejoiced. My happiness was short-lived. When I got to Grande Prairie at 1:00am, my suitcase was nowhere to be found. I asked the agent at the baggage claim for help. She pointed to a QR code on a placard at the desk. I guess that’s WestJet’s customer service now… a freaking do-it-yourself QR code for their website that provides no meaningful information. I did explain that I had been travelling for about 22 hours to get to that point, and the agent was kind enough to begrudgingly help me out and let me know that she really didn’t know where my suitcase was. Or when I would get it. Hope springs eternal… it looked like I might get my suitcase the day after the debacle! But… perhaps not. I got a phone call from WestJet. They had my bag in Calgary and were wondering where to drop it off. They were surprised to find out I was in Grande Prairie. Not sure if they bother to look at these things or if they are just not really giving a damn. Either way, the lousy customer service continues. I gave my contact info to them (again) and was told I’d have my suitcase tomorrow. They had it in Calgary as of 2:00 this afternoon. Could have been on a plane and here by supper. But they didn’t bother to look at it for hours. Go figure. I doubt I’ll bother with United/WestJet anytime real soon. Or ever. This has been a nightmare and their customer service feels like a giant “screw you” every time I deal with them. I fly a lot (2-3 trips/month) and know how all this stuff works. Poor execution, poor customer service, unable to use the app easily. I’ll admit, I don’t usually fly United, but I can upload my documents on all the other airline apps, select seats and check in on the app on the first use without having to visit a gate agent. Not United/WestJet. Poor seats, lousy customer service, lost bag, lousy app and no comps on the back end.

Not Verified | On our way to Vancouver they lost our luggage. On way back they cancelled and made us to fly with Icelandair and pay again for luggage. They still didn’t pay. I have been cheated by £210! No compensation, no apology!

✅ Trip Verified |   WestJet flight WS679 from Toronto to Calgary on April 19th. Upon arriving at the gate, I was informed that my carry-on luggage was too large to be taken into the cabin. While I understood and was willing to comply with the regulation, I was taken aback by the confrontational manner in which the situation was handled. When I mentioned that I had flown with WestJet on the same trip from Calgary to Toronto without any issue regarding my carry-on, instead of providing a clear explanation, the agent responded with threats and admonishments. This behavior, including statements such as "you are arguing with me" and "you should do whatever I am telling you to do, otherwise, you will go to Calgary with next flight tomorrow" was both unprofessional and distressing. As a customer service representative, it is imperative to treat passengers with respect and courtesy, especially in situations where clarification is sought. Rather than resorting to intimidation, a simple explanation regarding the full capacity of the flight would have sufficed. In conclusion, I urge WestJet to consider providing additional training or support to gate agents in handling customer inquiries and concerns with empathy and professionalism. It is my hope that by sharing my experience, future travelers may be spared similar distressing encounters.

✅ Trip Verified | I was in flight WS719 from Toronto to Vancouver. I was served once with a drink and few minutes later I asked a flight attendant for a cup of tea while the cart was still there. She refused giving me tea in an unkind manner saying that she needs to serve others and doesn’t have time to do so. The Second Lady was away to bring something. I have been to many flights and it was the first time that I was seeing this behavior. So disappointing especially when you are in a 5 hour flight.

✅ Trip Verified | I took Westjet with my daughter from YVR to Toronto yesterday-April 10 , 2024. Originally leaving Vancouver around 1:30 pm but delayed to 4:30 pm. I experienced exceptional customer service from the flight attendant. During the flight, he is willing to go above and beyond, smiling all the way . He used 2 hands to collect our garbage which you don't see much nowadays. He bent down when passengers asking him questions so he can answer face to face . Really good service and we truly need this kind of working attitude nowadays. He made sure I have what I ordered correctly. Thank you Zack Hsieh.

✅ Trip Verified | After 7 requests for tourist tax refund got nothing, not even courtesy response. We are seniors, Canadian citizens, Mexican residents flying frequently, every two months between Toronto and Merida. Every $52 CAD x2 taken from us in the name of unnecessary “tourist tax” is annoying and we lost trust in WSJ completely. We have no other options but to fly with American companies, they refund funds promptly. Same with many expats living here. Besides, Americans provide senior’s discount. With Canadian airlines we get nothing but high blood pressure. We can't call, can’t complain, nothing can be done once they have passengers money. Last week at the airport, the attendant told me tourist tax doesn’t exist and I don’t know what I’m talking about. That’s how knowledgeable and informed they are. Later upon arrival there was more than 20 of us lining up at the custom as Mexican residents.

✅ Trip Verified | Ground staff extremely rude prior boarding. 1 particular young lady had a terrible aggressive attitude on commenting how passengers had to present their boarding pass and passport, and if not done properly they would put us aside until we complied. 3 times she repeated herself prior boarding, while her colleagues found her attitude funny by laughing about it. totally unacceptable, she should get fired!!! however no one commented or apologized for the flight being delayed by more than an hour. Could i remind you Westjet that you are a service company. Also seats quite uncomfortable and service on board minimal.

✅ Trip Verified | Westjet did not accept my checked in baggage at 0830 for my 1200 flight. I had to come to the airport a bit early as I was coming in from Barstow. I wanted to check in my baggage so that I could go past security to the lounge that I pay for. However, the staff told me that they could not accept baggage more than 3 hrs prior to the flight. Why would passengers get lounge memberships if they were forced to stay in the crappy part of the airport until right before the flight? Doesn't make any sense. My friends who flew Air Canada were able to check in their baggage at 0530 for their 1200 flight. WestJet staff are also extremely arrogant. Never flying Westjet again. Horrible service.