WestJet Customer Service Issues

Upon returning from Costa Rica on the WS-[redacted] flight to Toronto on February 26, my experience with duty free purchases was disappointing. My sister had her rum confiscated at customs because it was not in the official red-marked bag. Similarly, others faced the same issue due to misinformation from the flight crew regarding carrying duty free items. I raised this concern with a flight attendant on my connecting flight to Calgary, who indicated they were instructed to advise passengers that their duty free bags were acceptable, leading to confiscations. To prevent such incidents, I suggest instructing passengers to place duty free items in their suitcases before customs checks, and ensure the duty free bags in Liberia's Daniel Odubor Airport meet the necessary standards.

Dear WestJet, I opt to fly with WestJet for the outstanding customer service offered. When booking a recent flight for a cruise, I chose WestJet without hesitation due to the usual excellent service provided. However, this trip was different. Our journey involved flights from Nanaimo to Calgary, Calgary to Toronto, and Toronto to Fort Lauderdale, with plans for a shuttle to Miami. Arriving in Toronto, a delay caused us to miss our connecting flight. Despite making it to the gate in time, we were denied boarding due to our luggage being offloaded. We were helped by a WestJet agent named Katrina, who offered flights to Orlando, New York, or Atlanta. Opting for Atlanta, we slept in the airport before flying to Miami the next day. Though Katrina was helpful, we were disappointed that WestJet did not cover expenses resulting from the error. Our journey, intended to take 11 hours, lasted 26. While I understand unexpected issues can occur, I hope WestJet can offer better solutions in similar situations in the future. Sincerely, Jessica Law and Keomi Vance

On a recent late flight from Toronto to Edmonton, a young gentleman seated behind me continuously disturbed me by banging, hitting, and kicking my seat. After politely asking him to stop, he claimed he was just accessing things from the pockets but continued sporadically hitting my seat. Despite my repeated requests, he still occasionally banged or kicked my seat deliberately. This unsettling experience was a first for me during my travels. In the future, I am curious to know what actions the airline stewards could take to address such issues and ensure a more comfortable journey for passengers.

My flight from Toronto (YYZ) to LAX was delayed, departing at 7:30pm instead of 6pm. After landing at LAX, I was directed to American Airlines at Terminal 3 to Terminal 5, only to find out I was meant to be on a WestJet flight at Terminal 2. Due to the time crunch caused by the delay, I couldn't make it in time and missed my connection to SMF. There is no staff available, and I've been instructed to wait until 5 am. This experience has been incredibly frustrating, and I am hoping for assistance at the WestJet counter. If someone could contact me to provide help or arrange a refund so I can book a new flight, I would greatly appreciate it.

I was a passenger on flight WJ135 yesterday, seated in 9A. There was an elderly man in seat 9C who boarded late with the assistance of ground personnel. Once seated, he seemed unconscious and did not respond to the flight attendants' requests. Eventually, paramedics had to remove him from the flight due to his condition. While on board, he continuously coughed over the passenger in 9B. The paramedics mentioned a previous medical incident involving him. I had observed him being brought to the boarding area in a wheelchair earlier, where he also seemed unresponsive. In my opinion, Westjet's decision to allow him to board displayed poor judgment by the airline's personnel.

I booked a flight through an agent for WestJet departing on May 29th from Kelowna to Calgary and then to London Gatwick. I paid extra to have the option to change the flights due to uncertain work conditions. I ended up finishing work sooner than expected on April 13th. I tried to cancel the Kelowna to Calgary flight with the agent since I am already in Calgary, but they refuse, stating it would cancel my return journey. I reluctantly booked another flight to Kelowna to catch my original flight. However, due to an injury yesterday, I prefer not to take the unnecessary flight. I am only asking if WestJet can assist me in holding my Calgary to London Gatwick flight without taking the Kelowna to Calgary leg. I am willing to provide proof of my injury if necessary. Regards, Marie Curtis. Ticket number: [redacted], booking reference: [redacted], email: [redacted].

I misplaced my prescription eyeglasses in their case, likely during my May 25th flight WS2 from London to Calgary. Despite filling out the form, I haven't received a confirmation. My reference number is [redacted]. I urgently need my glasses for work. Could you kindly inform me of when you can check the London flight's seat for my glasses? There's a chance they might have fallen out of my bag during the Calgary-Saskatoon flight, where I was seated in 2C.

I have a concern regarding my recent visit to your lounge at YYZ Toronto. On May 20th, I flew to Orlando and returned on May 26th. Mistakenly, I used your lounge instead of the BMO lounge. Upon showing my Priority Pass lounge card, I was informed it was no longer accepted and needed to show my Mastercard Elite card, which I did. However, I was not told this is not a Mastercard Elite Lounge. I did not receive a receipt and later discovered an $87.05 charge on my credit card. If I had been informed that I was in the wrong lounge, I would have gone elsewhere. I believe I was charged due to the desk attendant's mistake of not clarifying this was a Westjet Lounge. The flights were excellent with 5-star service. I am requesting a refund for this error. Regards, Mitchel P. Email: [redacted] Phone: [redacted]

My experience with WestJet has been mostly positive in the past, but this time returning from San Francisco to Toronto was a nightmare. The flight was delayed by 10 hours, and the airport experience was chaotic. There were no agents to assist with baggage drop off initially, and the check-in counter was understaffed with only 2 agents managing all passengers. Despite the flight originally scheduled for 9 am, it was rescheduled to 7 pm due to technical issues. The only compensation offered was a $45 meal voucher for select restaurants, which wasn't sufficient given the lengthy delay. The staff at the gate were unhelpful, passing passengers around without providing clear answers. Despite understanding that delays can happen, the lack of communication and support from WestJet was disappointing. Missing work due to the flight arriving at 5 am the next morning only added to the frustration.

On June 4, [redacted], my husband and I were about to board flight DL7167 from Toronto to Vancouver with our group. We were asked to check our carry-on bags, but when we approached the staff, they informed us that we were not on the flight despite having tickets with seat numbers printed on them. We received no warning or assistance except to try the ticket counter. Our group had arranged ground transportation to the hotel in Vancouver, which we missed due to this incident and had to take a taxi instead. As senior citizens, the stress of figuring out what to do was overwhelming. It seems that sometimes employees in the industry forget that not everyone is savvy with travel procedures. I believe we should have been compensated for this unexpected inconvenience. I have a receipt from the taxi driver and an email showing the purchase of ground transportation by another group member. What other information should I provide? Thank you for your attention. - Mabel T. Lamie

Dear Sirs, On August 6, [redacted], my flight No. WS [redacted] departing at 7:50 pm from New York (LGA) to Toronto (Pearson International) was canceled due to weather conditions. I was rebooked on another flight on August 7, [redacted], at 2:45 pm (flight No. WS [redacted]), which was also canceled due to weather. Consequently, I had to take a bus to Toronto to catch my Italy flight. I kindly request proof of the flight cancellations due to weather to submit to my travel insurance for ticket cost and two night's hotel reimbursement in Toronto. Thank you for your assistance. I look forward to your timely response. Sincerely, Walter Damato

I recently booked a flight with WestJet from London to Charlottetown for July 27 returning on July 29. Unfortunately, upon arrival for my flight, I was informed that it had been cancelled due to a flight crew issue. The re-booking options provided would have caused me to arrive 12 hours late for my appointment in PEI and I was required to make my own arrangements to get to Toronto to catch the connecting flight. This unexpected change not only caused me significant stress and aggravation but also resulted in additional expenses such as parking fees at Pearson Airport. Despite numerous attempts to seek assistance from WestJet, I have not received a satisfactory resolution to my situation. It would be greatly appreciated if some form of compensation could be offered to address the inconvenience and costs incurred.

My daughter has a flight booked from Rome Fiumicino to Vancouver on September 14th with a layover in Paris and Calgary. All flights are with your airline. Will the luggage be checked in at Rome and picked up directly in Vancouver? How much is the checked baggage fee as it's not included in the flight? What is the weight limit for both checked and carry-on luggage?

I was disappointed to discover an $80 charge to enter the lounge at YVR before my flight to Honolulu. We had booked Premium seats and believed we had lounge access. Despite showing our boarding passes and WestJet Elite MasterCard, we were charged without any explanation. I regret not clarifying beforehand, assuming our ticket status warranted access. This unexpected cost for a brief stay in the lounge is frustrating, as we could have simply bought coffee and a muffin. As a WestJet Elite cardholder, this experience was disappointing and costly. - Wayne S.

My husband had a ticket from Toronto to LAX and had to undergo stent surgery. However, it turned into open-heart surgery. Since July, we have been dealing with the ticket agent and WestJet customer service with no resolution, resulting in a thick folder of communication. When he returned home after the surgery, he found out his brother had passed away. We provided proof from the hospital and funeral home for a refund, per your guidelines, only to be told it applies to dates after August [redacted]. It seems this decision was conveniently made when we requested our $[redacted].01 back. Air Canada promptly refunded a ticket for a missed wedding without any hassle. We are seniors on a budget and really need that refund from WestJet.

I have been a loyal WestJet customer for many years, almost since they began their service. The recent changes to the Economy package are disappointing. I believe it veers away from WestJet's original philosophy and seems more like a money grab. The three new categories are problematic, especially the Basic Econo, which feels like a money forfeiture. If I choose Basic and need to change my flight, I not only lose the flight cost but also the airport fees and taxes, which seem like an unfair confiscation of funds. This new program lacks the flexibility of the previous plan, which I valued. I will be looking into Transport Canada legislation concerning this matter. WestJet should stick to their original appeal of simplicity and fairness rather than introducing confusing and sneaky programs.

I need help with my Swoop Flight WO405, scheduled for today, which has been delayed. The delay is causing me to miss a crucial family meeting about my mother's severe health condition. I will need to rebook my flight with Westjet once I receive a response. I expect a refund for today's flight and reimbursement for the price difference since Westjet flights are more expensive. Please confirm this so I can proceed with my booking promptly. I have a return Swoop flight booked for Friday, which I do not want to be canceled.

I flew out of St. John's, NL on Nov 29, my WestJet flight was canceled due to weather, following a 5-hour wait. I was rescheduled for the next day. However, on Nov 30, I received multiple flight delay notifications, shortening my 3-day trip to less than 48 hours. I called and was initially told I could get a refund for the ticket. Later, when I tried to claim the refund, I was informed it would only be credited for future travel, contrary to my initial conversation. I requested a copy of both conversations. The first call was around 10:45 am Newfoundland Time with booking number DSDAQE. When I asked to speak to a manager around 11:30 am Newfoundland Time, I struggled to hear and was accused of yelling before being hung up on. I have a hearing issue and was not yelling. I seek copies of both conversations for clarification. Thank you.

I need assistance from customer service. My flight, number [redacted] from Vancouver to Comox on December 6th, was canceled, leaving me stranded. I am unable to return home to my awaiting elderly husband and my dog in a kennel. I have been provided with a voucher for accommodations at The Sandman Inn and meal vouchers, but the dining room is closed. Unfortunately, I have to wait until tomorrow at 2 pm to find out if the next flight will operate. This situation has left me feeling extremely dissatisfied as a Westjet customer.

I have reservations on WestJet Flight [redacted] from PSP to YVR on December 14, [redacted], for Barry and Gail McMillan under ticket number [redacted][redacted] and [redacted]. We've also booked seats for both legs of the journey. I have a few questions and hope you can assist me. My husband has Parkinson's, and I've requested medical assistance for both flights. Could you provide information on where the medical assist service begins and where it will take him? My husband uses a walker, which allows us to reach the cabin door independently. He can navigate the aisle to our seats, but I'm unsure about what will happen to the walker and if it will be available at the cabin door upon arrival. Additionally, I would like to know if there is an extra charge for this service. If we can use the walker both ways, we might not need medical assistance. I also plan to bring my TV receiver in my carry-on baggage. Could you confirm if there are any restrictions on this item? I appreciate your prompt response.