Westjet Customer Service

User Reviews, Ratings and Comments

Westjet customer service is ranked #105 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 57.67 out of a possible 200 based upon 722 ratings. This score rates Westjet customer service and customer support as Disappointing.

NEGATIVE Comments

567 Negative Comments out of 722 Total Comments is 78.53%.

POSITIVE Comments

155 Positive Comments out of 722 Total Comments is 21.47%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • Westjet

    Customer Service Scoreboard

    • 57.67 Overall Rating
      (out of 200 possible)
    • 567 negative comments (78.53%)
    • 155 positive comments (21.47%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 2.9 Issue Resolution
    • 3.4 Reachability
    • 2.9 Cancellation
    • 4.7 Friendliness
    • 4.2 Product Knowledge

Add your review!

Posted by Anonymous


West Jet service is mediocre at best. We upgraded our seating only to find that it was no different that the rest of the plane with the exception of the first four rows. Pretzels and cookies don't cut it. Even their paid menu foods are deplorable. The seats are most uncomfortable and a journey of over 4 hours makes it even more so. Upon arrival at our home destination, our baggage took over an hour to come down the chute. There were no West Jet representatives present to inquire with or to address our concerns. We will not fly West Jet again!

Posted by Gwendolyn


My husband's and my flight was a nightmare! My husband is Jamaican, he's a US Permenant Residency, I am American, prior to leaving Phoenix, I asked if my husband was OK to travel with his US Visa, I was told, he was. When we arrived in Paris, they would not let my husband enter and was told, the airline never should have let us board without a France visa! They would not even return us home @ no charge, we spent the night on the airport floor before purchasing tickets to fly home the following day! My husband was treated like a criminal for entering Paris without a Visa! I was treated with hatred for not knowing he needed a visa!

Posted by Disappointed as usual


Westjet tied for 1st place with air canada for delayed flights! Kept up the terrible job...

Posted by Angela


Arrived 3 hours prior to my flight to Washington Dulles on June 28th. WestJet check-in line was very long and extremely slow due to a power outage at Calgary Airport power the day before (27th). These passengers spent 30+ minutes with WJ agents trying to re-book their flights. Approximately 1.5 hours prior to my flight departure time, WestJet announced we had all missed the baggage cut-off time and would not be able to make out flight. I had booked a 4 hour non-stop flight, the re-routed flight had 3 connections and took 22.5 hours. WJ claims I arrived late without providing proof. I am unable to prove I arrived 3 hours early. News media was at the airport that morning filming the WJ chaos, this should be sufficient proof. WJ has denied my claim for compensation and closed the file. To make matters worse, my luggage arrived 5 days after my arrival in Washington. DO NOT FLY WESTJET.

Posted by Fmasse


Do not book with this airline u too it can guarantee that when traveling on economy with two people you are guarantee to be able to sit side by side without having to pay extra. The company let's you book your boarding pass free 24hrs before takeoff but it cannot guarantee that you and your spouse will be sitting side by side yet you each have tickets paid for for same flight at same time with same destination. Their policy is for you to pay more to book your boarding pass before 24hrs which they charge you for the seats. Makes no sense. This is just a money grab.

Posted by donotbooktwestjet


Absolutely terrible customer service from agent #37219 Chris who was negative, vindictive, cancelled all my seat assignments and left me in a position worse off than I was before I called.

Then proceeded to put false notes on my account to prevent us having accommodations covered overnight in a transitioning city as we were previously promised.

Although I've always liked WestJet, the flight cancellations and this experience has made me never want to book with WestJet again! I called to complain regarding this customer experience and no effort was made to address or correct the awful behaviour from Chris.

Posted by Eric


the worst customer service .
you wait for hrs on the phone trying to speak to someone .

Posted by Anonymous


We flew into Calgary airport very late Sun the 11th. We were squeezed for time to catch our next flight. After customs there was absolutely no one around to guide us to the proper gate. Perhaps this is the airport's problem but it took us a good 20 min to find our way. We just made our flight. There needs to be better signage or more staff to help.

Posted by silversidesp


After having our flight cancelled just as we were about to take off, we were sent to a resort hotel overnight, before departing again the following morning. While the Westjet staff did their best to accommodate a full plane load overnight, I would like to let you know about the poor accommodations they sent us to. The reason for this complaint, is that this hotel is used by Westjet vacations, and it is substandard. The air conditioner didn't work, and I got a shock when I touched the controls. The bathtub tap leaked all night, the room was not clean, and the mattress was covered by very noisy plastic, meaning every time you moved it made loud noises. There was yelling and screaming in the hot tub near our room until 3 am.
I would hate for your paying Westjet vacation guests to have to stay at this resort.

Posted by Anonymous


Sitting on the Tarmac waiting again. How can the planes be safe when they screw everything else up.

Posted by Anonymous


Absolutely unacceptable service. Multiple delays & 2 cancelations on one single vacation. Agents closed service desk as they were unable to manage the mess they created. Rude staff, will not choose WestJet again. Flyer beware.

Posted by Sundrejim


Long time WJ flyer watching service slowly deteriorate. Finishing touch tonight was when near the end of finalizing my online booking, after flight and class selection and accepting the price, after seat selection and on to the summary page, a pop up informs the price may have gone up Well it did from $450 to $650. I was not slow in going through the booking, I do it a lot. So no trip. You'd think they would have the decency to honor the price from the beginning 2 minutes earlier when the booking commenced. Or have a 5 minute freeze. Nope not WJ. I use them a lot but will need looking more for alternatives now.

Posted by Justme


Terrible customer service in fact there isn't any service. Very rude staff, totally unorganized and such an arrogant and annoying don't care attitude.
I refuse to use Westjet in the future. So typical for a Cowtown based company. Calgary and Westjet YOU BOTH SUCK!!!!!

Posted by Rochelle


After a somewhat unpleasant experience at YVR, a delay in Toronto, and Westjet losing our baggage which was the entire reason for our trip (my son's lacrosse sticks), I was feeling pretty discouraged with Westjet as a whole. But there was a female employee helping us to try and locate our lost sticks at the baggage carousel in Chicago who was very kind and helpful. I could tell she was genuine in her concern and she put the effort in to help. We were unsuccessful but she did her best. I didn't get her name, but I'd like to put in a kudos for her. She was a heavier set black girl with very short hair and thick black rimmed glasses in a yellow visi vest working carousel 9 at O'Hare on August 6 at around 5:30pm. Excellent employee!

Posted by WorstJet Flyer


They take your money and we pay the price for poor customer service and lack of empathy. Some staff don't seem to know what is going on as we were given conflicting advice. Tried calling the Delayed Baggage line hanging on the line for over two hours. Got through then my call was dumped. Still waiting for luggage. Experienced short notice cancellation as there was no pilot, 2 day delay for new flight and more delays on return. Not a happy bunny.

Posted by Bob S


Even being a Platinum WestJet rewards flyer. For the third time in 3yrs this so called great WestJet company has left a 62-65yr old lady stranded in a strange place even when buying the red eye direct from Calgary to St.Johns they leave her in Toronto for days. This last time we flew her up from St.Johns to Grande Prairie in May they changed the date multiple time and poor communication of changes. Then they do it again and try to leave her in Calgary when there are two other flights going to Grande Prairie. Then they make us pay to change her flight to GP. When they should be making the changes as it is there doing. So we pay the difference to change the flight to get her here on the day she is supposed to arrive with out making a Senoir stay in city she doesn't want to be in. Then June 8th she called to make sure flight is still good for return and told all is good. Then this morning we took her to airport to at 03:30 to catch he return flight and WestJet cancelled the flight and said she was a no show from Calgary to GP and canceled her return. After taking to them to change flight from Calgary to GP. So now all day we have been on the phone with them and all they do is give refund of $375. Now the expect us to pay $1392 for the next day for her return flight. When they canceled her return flight not us. They are crooks and as far as I'm concerned this is fraudulent. Least they could have done is give her a return flight for same price. Just want everyone to watch for this. Time to switch Airlines I guess.

Posted by Ces


Very disappointing. Crew members are not helpful at all. When you call the customer service, no one answers. They need to do better.

Posted by Anonymous


Absolutely terrible airline

Posted by Ella


Will never fly Westjet EVER again!!!

Posted by Anonymous


I recently had the worst interaction with a supervisor at Westjet. I requested to speak to a supervisor since when I booked my ticket there was a note that there would be no fee for making changes until a certain date. It turned out that this was only a one time change, however, this was not clearly communicated in the headline (only if you click 'learn more' this info is included) and I was not aware of it. Therefore, I asked the agent if I can get a one time courtesy as the messaging on the website was not clear. As soon as I got to the supervisor she did not even know my name or my file, she had a different customer info up. Once I explained the situation she immediately dismissed my case without even acknowledging that the messaging on the website was not clear and she was essentially telling me why I am wrong and it was my fault for not clicking on the link to get the full details. She was rude, no sense trying to make the customer happy or at least trying to empathize for my situation. A horrible encounter all together and even after I mentioned that I will not be booking with your company again, she didn't seem to care at all. I mean how and why did this person become a supervisor in the first place!

Posted by A (former) loyal westjet custome


The Westjet agent i dealt with was totally incompetent and appeared to have no training whatsoever. She was unaware of Westjet policies, unable to navigate Westjet systems, and was rude. I asked about my westjet dollars and she proceeded to read a totally unrelated policy. furthermore, when i requested my call be escalated to someone with authority to address my concern, after an hour on hold she came back on the line to inform me she was sending me to another department altogether. I'm still on hold (2 hour so far)

Posted by Pat


Tried to reach Westjet last week. Could not reach them so scheduled a call back for today at 12:45. Call came at exactly 12:45, then cutoff. Called back in and have now been sitting on 'HOLD'for a couple of hours.

Posted by Genet


Don't fly with them , they delayed my flights 10 min before and had to wait 7hrs. Customer service sucks & they are not reliable. I wouldn't recommend to fly with them...

Posted by Anonymous


Was a big hassle with west jet and security over bringing a cordless drill on plane ,this was after two west jet employees told me I could ,when got to security was notified I couldn't, but doesnt surprise me ,employees r poorly trained and out right incompetent even tho they work there ,then after that I find out plane is 3 hours late and again this was after talking to the west jet representative

Posted by Never use WJ


In all my professional life I have never experienced such lack of customer service. I have no idea what has happen to this company but all C Suite personnel should be fired. Staff are rude and without empathy. There is a complete lack of communication and zero responsibly.

Add your review!

Posted by Arlene Black


Spoke with an agent named Tracy..she was awesome, and so helpful,and patient
Made my day
Thank you

Posted by Laurie


We had a family emergency come up as we were sitting in the airport about 1 hour before our flight to Comox BC from Lloydminster Ab. Corrie and Saylor were very accommodating in canceling our flight. Thank you again

Posted by Anonymous


We would like to compliment employee #37766 Melissa G, in customer service. Even though we waited almost two hours to speak to a representative, when I spoke with Melissa,she worked tirelessly to get the best deal for us to see my daughter in Calgary. We would not have been able to put it together ourselves. Thank you, Melissa, for going the extra mile to get this done!

Posted by Fehs


On February 2nd we had two flights, one with jet 271 at 6:45 in the morning from Winnipeg and the second was 195 out of Calgary. The service was amazing. The lady at the ticket counter in Winnipeg, changed our seats for us so we can be together as we are seniors. I needed wheel chair assistance, and the kindness was wonderful.Once on the plane a flight attendant was so kind, she had the most beautiful smile. She was sure to explain how the wheelchair situation works, with such respect and kindness. Then as we were deboarding in Calgary, we had to use the washrooms so bad, neither of us could wait, and they allowed us too. So kind.Then we spoke with another flight attendant, with a English Accent. She really was so nice. We really enjoyed speaking with her. Then in Calgary, they were amazing. Once they boarded me on the flight, a wonderful Asian Flight attendant took my luggage for me to my seat. So Kind! On the flight there was a couple celebrating their 50 Wedding Anniversary. I mentioned to our flight attendant that we also are celebrating our 50th. She gave us to our surprise a nice small bottle of golden champagne. Then while we had to deboard, the nice Asian attendant came again to help me with my bags. As we waited for the wheelchair, the lovely flight attendant and the Pilot had a wonderful conversation with us. How great it is to be on West Jet and be treated like we were there only guests. Please thank the folks from both these flights. We appreciate the kindness!

Posted by Happy Mom


I would like to compliment employee #35260 Rita, customer service phone. Even though Westjet rerouted the flight my daughter was on from Victoria to Kelowna to Edmonton and she overnighted with promises they would rebook her and did not. When I spoke with Rita, she did work for over 2 hours on the phone to get my daughter a ticket to get home in time for Christmas. Thank you Rita for going the extra miles to get this done.

Posted by Chris


I have just moved my elderly wheel chaired mother from Comox to the Okanagan. I am writing in appreciation of the effort and attention the West Jet team put forward. There help made a difficult travel much smoother and eased difficult times. Flights 3052 and 3328 thank you keep up the good work!

Posted by Anonymous


We left Kelowna BC at 6:00am on Nov. 18th/2022. Return back to terminal for mechanical repairs and left 1 1/2hrs later. Missed or connection in Calgary. Our luggage may have gone missing if it hadn't been for the fantastic effort by the fellow in baggage claims. Would have bought him a beer if I could. The ladies at the could found us new flights and got us back on our way. Milk run to Houston - Atlanta and finally Fort Lauderdale arriving at 12:30 AM on 19th.
Westjet and Delta staff were amazing. And believe it or not our baggage made it as well. O stars for experience but 5 stars to westjet Staff and Delta .

Posted by Anonymous


On Thursday November 10, 2022 I took a flight # ws230 at 10:15 am from Calgary returning home to Halifax (seat 23 B) we had the most friendliest air stewardess I've ever came across and I travel many places over the years unfortunately I did not catch her name but I watched her during the flight she treated each and every person with total respect and with much patience I never seen anything like it . She was very professional and kind. I think this is very genuine for her and I hope you value her as a great employee I hope at least she will hear about this review it is very important For staff members to hear this . my mother and I Had a brief conversation with her area and all I know about her is that she did have a daughter going to Halifax at some point to university really wish I would've caught her name but if you can figure this out please tell her she gives A1 service

Posted by Robert


for the 1st time in years flew with WJ. Ashley # 35248 was very helpful and deserves acknowledgement for exemplary service.

Posted by Anonymous


Joanne was so helpful, kind and efficient when I called to make a change to my reservation. Her customer service was exceptional. She worked diligently to find a solution.

Posted by Anonymous


Hi
So I could not get through on phone to discuss credit for covid cancelled flights
Went Calgary airport
I met the most wonderful helpful knowledgable gentleman first name Eric A senior gentleman

After 1.5 hours I want all sorted with new flights
Well done west jet and clone this guy he is in my opinion your future

Posted by Anonymous


The airline industry, like all industries, are being crushed by the ever changing Covid. Could the company have better policies/procedures - Absolutely. However, today I had amazing service from a whole team of West Jet colleagues who helped the original agent I approached. In all there were 4 people who weighed in to help get my request completed. I am very grateful to these people for putting up with the petulant passengers who expect perfection in a pandemic. In fact, I am grateful they even come to work! Thank you

Posted by Dee


I'd like to leave a huge thank you to our flight attendant Tami, on flight #ws268 Calgary to Winnipeg. We were returning home with our senior parents who had lost a son to cancer. Tami's great personality & care made the trip so much better. Thank you, your great at your job & Westjet is lucky to have you on board?

Posted by Anonymous


Making reservations this morning I was fortunate to have Farrah. ID22225. She was patience helpful and understanding of our problems. A job well done thank you. The Williamson

Posted by Anonymous


I would like to thank and commend the pilot and crews if westjet 307 6:20 am flight today january 19 2017. They tried so hard to find my passport. Thank you so much!

Debbie from winnipeg

Posted by Anonymous


My wife and I flew to Victoria on Nov.22/16 to attend a family bereavement service on Nov.23/16 with the intention of returning to Edmonton later in the PM of the same day. We were inadvertantly delayed by unforseen circumstances and missed our previously booked Westjet flight. Upon arrival at the airport we immediately went to the Westjet service desk and explained our situation to an agent named 'Rebecca' who was most understanding. She re-booked us on a later, same day flight at no extra charge. We would request that she should be recognized for her outstanding service. Our thanks to Westjet as well, for the great service and for having employees of this caliber.

Posted by Anonymous


I recently flew from Vancouver to Calgary and back. I've had foot surgery and needed wheel chair assistance , everyone was great from start to finish on both ends.
I would like to thank everyone.
Eileen Winn

Posted by Anonymous


Impeccable. impeccable, impeccable CUSTOMER service. Congratulation West Jet on a superb job. My wife and I recently took a trip to Vegas and unfortunately our luggage got lost. If it wasn't for the Customer Service we received from West Jet the trip would have been a nightmare. From your ticket agents, on the ground personnel, the flight attendants I don't know what my wife would have done. I only have one name and that is Kelly a ticket agent in Vegas. I sincerely thank all of you and commend your staff for going above and beyond. JOB WELL DONE. A happy wife is a happy life. Flight WS 1460 and WS 1461. THANK YOU, your the best. Mr. & Mrs. Albert Tysowski.

Posted by Anonymous


Hello
I took a flight from Toronto Pearson to Vancouver on 9th 2016. I wanted to thank you for going above and beyond for me. I lost my wallet at the airport prior to my flight. I first noticed it missing when I went through security. Alexi was very thorough in trying to track it down when it was lost. He inquired with others and checked to see if it was seen on the cameras. Many of the staff were also concerned and and asked how I made out when they saw me later on. I was not able to find it but it was eventually returned to me after me trip. I very much appreciated the efforts of the security staff on duty and wish to let you know of the personal attention that was given to me. THANK YOU

Posted by Barbara


My question is why West Jet charges twice for a seat when the customer is forced to go through Calgary to get their destination. I have booked a flight from Vancouver to London Ont. I purchased a seat which I assumed would be the cost of travelling from Vancouver to London, Ont. But no, I had to pay for the one leg of trip to Calgary(where I didn't want to go anyway) and then another fee for Calgary to London, Ont. because there are NO direct flights.
Interestingly, in the summer West Jet does have a direct flight between Vancouver -London. That seat cost $21.00 total. I'm paying $10.50 to Calgary (because there is no choice) and then ANOTHER $21.00 from Calgary to London. That is NOT the consumer's choice to go through Calgary- IT is West Jet sending all of their flights from Vancouver to London through their hub in Calgary. For that total inconvenience, we pay more! Why ???

Posted by Cyeomans


I was under stress, leaving for a funeral and missed the cut off for baggage. The clerk, Jamie Bawtinheimer was extremely empathetic and worked hard at providing me with another solution. Carey Cote also helped him and they were able to get me settled into the next flight. Although people can be compassionate, it's rare to have someone who is empathetic. I totally appreciate Jamie's help and concern. He took customer service to another level.

Posted by Anonymous


I want to praise the following people on a West Jet Flight I took from Toronto to Vancouver. They are # 1 in my books.

Posted by Allyn


I have flown Westjet several times in the past year and have been completely satisfied each time. I like to book with an agent and I know I can be challenging but I have been treated courteously and with humour. I love the humour.
I always fly plus. One drawback is if you are in the first row you often have people standing in front of you (not in the aisle). Since I like an aisle seat this is a very small annoyance, no one's fault. I resolved this by choosing the second row and I actually like it better as I can put my small carry-on under the front seat.
I recently returned from Nanaimo. Because the plane I was on had not been completely retrofitted there was a charge to watch movies. I decided to pay for and watch a movie which started in the middle. I commented to the flight attendant, Marjorie, who was sympathetic and brought me a tablet. I am still out the price of the movie.
In spite of this, which is a small thing I love Westjet. I think the service is great!

Posted by Anonymous


I was late for my flight, on my way to a funeral. I was late because of dealing with all the phone calls that kept coming in before I left. I was stressed when I arrived, and then became more stressed when I realized I had missed the 15 minutes cut off for baggage. Both Jamie Bawtinheimer and Carey Cote were extremely helpful Specifically, Jamie was extremely compassion and empathetic which was extremely helpful for the way I was feeling. It's rare to find such empathy in customer service and I hope that this note somehow finds it's way to their supervisors. Another reason why I always fly WestJet.

Posted by Carolyn


I just wanted to again thank Egette (probably not spelled correctly) from the West jet service desk at the Halifax International Airport for her great assistance today with a rescue dog that we are attempting to foster. She kept her eye on the dog before we arrived because the lady traveling with her left her in the baggage area alone. She also tracked down some tools to open the crate and then helped me to disassemble it so it would fit in my car.
This is not very common these days and it was going above and beyond her line of duty. She obviously loved animals. Thanks again.

There are currently 0 Employee Comments for Westjet.

Be the first to submit a comment from an Employee

Awards

We are proud to recognize the companies providing the best customer service each year within their industry.

Company Replies

Authorized representatives of Westjet can sign up to reply to any of the comments found on this page.

Sign Up | Sign In

Contact Information
Customer Service
888-937-8538

Westjet customer service phone number including steps to reach representatives, hours of operation, customer support links and more from ContactHelp.com.
Corporate Office

Locate the Westjet corporate office headquarters phone number, address and more at CorporateOfficeOwl.com.

Get Help Online

Get immediate support for your Westjet questions from HelpOwl.com.

Reviews & Ratings

View thousands of Westjet user reviews and customer ratings available at ReviewOwl.com.

Company News
WestJet adding jets to fly fans from Winnipeg to Las Vegas
WestJet is making a call to hockey fans across Manitoba to board its jets headed to Las Vegas, Nevada. The airline announced today it's adding two special nonstop flights between Winnipegand Las Vegas on May 17 and May 20. WestJet is the only airline ...
WestJet dropping its Deer Lake-Halifax service
WestJet is cancelling its Deer Lake-Halifax service as of Oct. 28. RELATED: 'WestJet adding second daily flight between Deer Lake and Halifax in 2016' · 'WestJet expands to three weekly flights'. The airline confirmed the cancellation in an emailed ...
Airline is forced to apologise to staff after asking passengers to rate cabin crew by taking pictures and video of them
Canadian airline WestJet has been forced to apologise to staff after asking passengers to rate the service given by its cabin crew by taking pictures and videos of them. The Calgary-based carrier had reportedly also asked its frequent flyers to capture ...