WestJet Reviews 1,374

I wish I could give a less than 1 star review. Flight delays, baggage offload delays with zero apologies or explanations. Never using this airline again!

Westjet has gone downhill since ONEX took over. We recently returned from St. Maarten and it was the worst experience of my life. The seats were a joke. Hard cheap plastic with no recline, narrower than a crappy lawn chair and limited cushioning with no head rest. Absolute garbage. It still had the Swoop pink outside the plane even though we paid Westjet prices. Their bait and switch scheme was disgusting. We will NEVER fly this crooked lousy airline again. Zero respect for customer comfort. I had a back ache for two days thanks to these low class idiots who put profits before people!!!

West jet website is looks like designed by IT kids (absolutely non-professional). Very hard to find necessary information when a booking is pulled out. Whereas, un-necessary things are popping into your screen. Any changes you made after purchasing the ticket but before the flight schedule DO NOT REFLECT ON YOUR BOOKING SCREEN.
VERY NON-PROFESSIONAL
CUSTOMER CARE TELEPHONE LINE WAIT TIME IS USUALLY MORE THAN AN HOUR.

Traveled with my family of 4 all were assigned seats in different locations. No in flight entertainment and seats don’t recline. 3.5 hour flight and only one drink, not even the can. Back is killing me with no reclining seats.

Westjet's customer service has really declined recently, particularly in managing bookings. First of all, they seem to have very few customer service agents. Each call or chat request has a wait time of multiple hours. The customer support requests are needed because the online services don't work properly.

Recently, I had to cancel one of the passengers on my ticket. It was a flexible ticket but I lost half the value to fees ($350) and the other half went to a travel bank. When I went to apply the travel bank to a seat upgrade or pay for baggage, I wasn't able to do so online and needed to call in and wait for hours.

This seems like the company is deliberately trying to scam customers out of their money with horrible customer service and putting up barriers so you don't actually use the travel bank - which expires!
I used to travel frequently with Westjet but will consider all other options from now on. Their initial ticket price might seem lower than others but please beware of their non-customer friendly tactics, which force you to ultimately spend more with them.

DO NOT BOOK A FLIGHT WITH WESTJET

We booked a flight for our family of 4 from US to Canada for vacation but couldn't check my son in for the flight because unbeknownst to us, his passport expired. Unfortunately, we had to book another flight for him & my husband on a different airline because WestJet would not allow any flight changes, and we still had to pay for the full 4-person flight.

Despite that, WestJet sold my son's return seat to another passenger, and it took a lot of valuable time to get him a new reservation in a different seat, which was far from the original seat we booked and paid for. We also had issues checking the bag we already paid for his return flight. On top of that, the stewardess on the flight to Canada wouldn't let my daughter and I use the closest bathroom at the front of the plane and told us we had to use the 2 at the back of the plane, though they were both occupied and were on the other side of the plane. We were in rows 8 or 9 and we had to go back 20+ rows to the back to use the restroom, though the restroom in the front was unoccupied.

We had difficulty finding a way to contact WestJet about our experience and when we finally did, they offered no resolution and no genuine apology for the bad service and experience we had. This was our first time flying WestJet. We had opted to give them a try over selecting the same flight, for the same price, with United Airlines, who offered a changeable flight. In hindsight, we wish we would've flown with them.

Due to chaos of flight cancelations and long line ups, my granddaughter missed her flight even though she was on time and the plane was still there. They could have made an effort to get her on the plane but did not. Family member is out $1000 and we don't get to see our girl at all this year.

My complaint is with Westjet "Guest Assistance". In a word, PATHETIC. A snow storm in Calgary Alberta resulted in many flight cancelations. Rebooking flights was slow and unsatisfactory. Calls made to client services were not answered or dropped before completion. E-mails exchanges were one way communications with no engagement with the passenger. A few of the Westjet Guest Assistance staff at the airport were rude and indifferent to passengers. I along with hundreds of passengers stood in a queue for hours. Westjet should have assigned more staff to handle the passengers from the cancelled fights. I was rebooked for the following day, but to a different city - resulting in significant out-of-pocket expenses.
An offer was made for a surface transport voucher at the new destination. The Westjet Guest Assistance at the new destination airport refused to honour the instruction. A highly frustrating and dissappointing experience with Westjet Guest Assistance.

Our flight from PVR to YVR was cancelled due to hours of work regulation affecting pilots. Our flight was initially delayed by about 2 hours. To add fuel to the fire, they decided to make the announcement when everyone was already boarded.

Westjet then placed us in a 2-star hotel that was fully booked. The hotel gave us a room that is already occupied-WTF. We ended up switching to a different hotel out of pocket. I will file a complaint and get my $1000 compensation since my flight has been delayed for more than 9 hours.

Westjet is a pathetic airline with cheap ass planes and poor management. I really hope they go out of business soon so Canadians don't need to suffer anymore.

Worst airline I have ever dealt with. They canceled my mother’s flight, rerouted her on a confusing nightmare of a trip, sent a hotel voucher for the wrong city, gave a food voucher that didn’t work, and left her stranded overnight in a closed airport with no staff and no help. She’s over 60 and doesn’t speak English — this was unsafe and cruel.

When we tried to claim compensation, WestJet lied and refused to pay, blaming “maintenance.” Only after a flight claim company/law firm stepped in did she finally get her money — and they processed it much faster than WestJet ever did. WestJet is dishonest, careless, and treats passengers like nothing. Avoid at all costs.

I booked a trip in Mid-August 2025 to Mexico PVR for the for 10 days in early December. I thought I would be getting the usually cramped seats so I paid more to get a better seat choice. Little did I know that was a waste of time and money, as I got a flight that already had the smaller seats arrangements. And guess what, WestJet constantly message me to upgrade my seats and pay more again even though I already paid for seats with larger spacing. I am 5 ft 10, and 210 lbs. and struggled to get in and out of my seat. I also had to sit sideways for the entire 5-hour flight. So, what happened to the seats I paid for originally. Why will West jet not refund me the upgrade cost I already paid for 2 flights and 2 seats. No, they just ignore me.

Worst airline ever. Flight was over 6hours late - trapped us on the tarmac for 2 hours, then trapped in the plane because of an issue with the bridge gate. At 10:30 they make us board another plane and again mechanical failures, and we wait another 2 hours at the gate inside the plane. No water, or any thing offered. Over 8 hrs wasted for a 1 hour flight. If you value your time and have self respect, dont touch that airline.

worst ever 4hours late leaving calgary ws2614
returning hours late ws2615

On 19 Nov 25 I was travelling to Mexico via west jet. I had my vacation booked through my travel agent Marcy Dumonceaux, and I had her book myself and my husband in row 1 due to my PTSD. She did exactly that and when she booked it we knew it was with WestJet instead of Sunwing who the trip was booked with not the travel. I paid for these seats to ease the anxiety travelling brings me. On the morning of 19 Nov 25 when I was checking in the agent told us we were in rows 8 & 9. I started to panic and told her I paid for row 1 and also mentioned I have sever PTSD and do not want to be in a panic mode while travelling or crying uncontrollably, and that my husband is my emotional support, I need him beside me. She took some time with another agent but came back and told me that we could sit in row 3. I was satisfied as it was close to the front and not in rows 8 & 9 no where near each other. We made it to Mexico fine and no issues on the flight. However this was not the case on the way back. On 26 Nov upon our arrival at the airport we checked in and the attendant didn't mention our seats so I assumed we were in row 1 which we paid for, as the other attendant on the way there mentioned our new seats and we could discuss them. My husband and I made our way to security and I looked at my boarding pass and it said row 20 and my husband was in row 25, no where near each other. I started to panic again and my heart was racing out of my chest. I could not breathe. I made my way to the departure gate and spoke to someone behind the counter. I explained that I purchased those seats and I had PTSD and also had a letter from my therapist that I require the seats I purchased, that I needed to be close to the front of the plane, and why along with other information. This attendant didn't want to see the letter or acknowledged my PTSD, she kept saying you need to sit in seats 20 and 25. I got even more upset and said we can't sit apart and that I paid for row 1 seating. She kept saying it's a flight reconfiguration. Not even explaining to me what that meant. I tried once again trying to tell her how important I get my seats I paid for but she did not want to hear it. I was so upset I was crying at this point in time. My husband started to talk to her about getting us in seats that were together. She finally looked at her screen to see what she could do and finally after a few moments she said I can put you in row 29 at the back of the plane side by side. I said my letter said I need to sit close to the front of the plane. She said, do you want these seats or not. No compassion nothing. She didn't care I was a veteran of 20 years who has a silent disability. This was screaming discrimination. We had no choice but to fly at the back of the plane for six hours. I got on the plane with my anxiety in overdrive. I was shaking, I was pleading with the flight attendants but it was futile. They did suggest the galley to stand it. One flight attendant even said, is there not medication that you can take. Medication??? I've always flown with no issue why would I bring medication, I paid for these seats and have never had them sold to someone else. If you'd put me in my seats I paid for I would not need medication. Besides I took all my mental health medication for the day and could not take more without a doctors permission. These people do not understand silent disabilities. I sat in my chair and cried uncontrollably where the flight attendant asked if I was ok to fly. This insulted both myself and my husband since it was west jet who put me in this situation in the first place. I cried off and on for over 6 hrs (which was the flight time to Edmonton). My husband did his best to keep me safe and hugged me to ensure I was ok. He could was also high on anxiety worrying about me. When we landed I was still upset and crying. One flight attendant said, "im glad you made it, as if I had any choice). She had no idea the damage they had done to my mental health. I sought out my therapist the next day for mental health help. I had to cancel a medical appointment because I was still upset and triggered all night and didn't get sleep. This has been the worse experience I've ever had flying south. Westjet has set me back years of therapy learning that it was safe to leave my house. Now I am unsure I will be able to fly in February when I fly south again. I may need extra medication to sedate myself for the flight if I can even make it to the airport. I've also paid for my seats for this flight and am terrified I will get to the airport and my letter from my therapist will be ignored, that my seats that I paid for will be given to someone else. Westjet does not know about mental illness as a disability and they've caused me undo stress and years of work to get me to flying again. I am feeling like I am starting all over again, and now have anxiety again about going to the airport due to the discrimination of my disability.

Dear WestJet ,

You have still failed to address the fact that we stood in front of your customer service agent and they refused to get us on that flight in time. I don’t need you to keep explaining your flight policies to me……I get it, but that’s not the issue that I’ve tried to convey. Your staff didn’t do all that they could to help us and if you don’t understand what I mean, then I would encourage you to review the cctv footage from that day. See for yourself.

We got the approval for the ESTA’s while we were there in the airport and with enough time to get on that airplane……I repeat! ……. We got the ESTAs approved while we were physically there in the airport terminal with just under 30 minutes till the gate shuts.

The issue has always been about the behaviour of your staff. I need you all (WestJet) to take responsibility for the way we were treated by your staff. They could have done better! They just didn’t care.

I refuse to except that you all can take money from your customers and not provide customer service.

I understand your policy but the fact is, we arrived at the airport in plenty of time. We were able to complete the ESTA’s with almost 30 minutes to spare but your staff had already decided that we were not boarding that flight, as a result, our entire holiday was ruined and subsequently cancelled.

Regards,

David Smith

Booking reference and/or flight number : WKWGKX/WS019

If I could give them less than 1 star I would.screwed us out of $750.00 .Jacked up hidden fees.Was on hold for over an hour.Then put on hold again for hour.They just don't care.Terrible service .If you see Westjet handling your flight run the other way.

The set that I had, the registered suitcase, never arrived with me when I left Winnipeg on Wednesday morning with a delayed departure. The flight was good. It took longer to have the suitcases out in the electric band at the airport. Finally, after 45 minutes of everyone waiting, the suitcases started showing some broken wheels; so far, I noticed 3, and my suitcase never arrived. I spent over 1 hr waiting and inquiring about where my suitcase is or was. I was told it never left Winnipeg, and I should open the QR code to make a claim. Finally arriving in Playa del Carmen at my friend's house. I did, and also called for the claim; I was told Thursday afternoon that I should have my suitcase. Nothing happened Thursday or Friday until Saturday at noon. Finally got a different suitcase, way bigger than mine, with only 60% of my things. The new ones, like the 3-blocker power bars from Canadian Tire that I bought, and the plate for the overflow bathtub, are gone, as well as an Android phone that I had inside the suitcase, new in a box and new clothes that I bought for my holidays. Instead of placing my suitcase inside this huge suitcase with only a few things inside and now saying that my suitcase broke and they are not responsible, they left me without any info from Wednesday until Saturday. I don't understand how careless WestJet is now and doesn't give a crap. Inside the plane, nothing is clean like it used to be a few years back. Shame on this company that increases the prices but is careless about its customers.

If I could give WestJet a zero, I would. When we went to check in for our direct flight to Mexico, we discovered it had been rerouted through Edmonton overnight, costing us an entire day of our vacation. We received no notice of any schedule changes before check-in.
When I called WestJet, the phone agent told me the issue was my problem, not WestJet’s. Because of this last-minute change, we would have lost money on our hotel, transportation, and dinner reservations. I asked for a refund so we could book with another airline, but the agent refused and told us we had to speak to someone at the airport.
After driving an hour to the airport, the agents there confirmed that was completely false. They also clarified that the change had nothing to do with Hurricane Melissa, as we were told on the phone. The real reason was that WestJet cancelled the Dreamliner flight. Airport staff had to call in to get our refund processed.
We rebooked with Air Canada, but the entire experience left us with a very negative impression of WestJet. The lack of communication, misinformation, and unwillingness to assist was extremely disappointing. Based on this experience, I do not trust WestJet to honor their commitments or support their customers.

My wife and I have been traveling in New Zealand and Australia for the past 6 weeks with numerous airlines with no delays.
We are currently sitting at YVR, Gate 22-WS 3424 on November 07/25 with two delays showing. This has been a huge inconvenience and caused us to miss an import function in Prince George.
Totally unacceptable way to run a business.
In the future we will strive to use Air Canada wherever possible.
If you cannot help to resolve this issue with some type of compensation, we will never use WestJet in the future.
Deplorable to say the least.
Kerry and Dale Likes (401746424: West Jet ID for Dale Likes, 593651553: West Jet ID for Kerry Baloc-Likes)

My dad (88 years old man) had a flight from Edmonton to Toronto with west jet, and Toronto - Cairo with Egypt Air.
I requested wheelchair and drop off at Egypt Air counter.
It was accepted upon check in.
But they dropped him off at arrival not taking him where it was agreed upon.
He lost his flight to Egypt, he does not speak English and luckily I had a relative in Toronto at that moment that drove to the airport and assisted him.
It costed me C$1800.00 to purchase a new ticket to his final destination. And now West Jet wont take ANY responsibility at all.
Not a reliable company at all unfortunatly.