WestJet Customer Service Issues

I used my new WestJet credit card for a purchase but was not informed about the change in insurance or refund policy until after the transaction (Booking ref [redacted]). My husband had a serious heart condition and needed two procedures, as well as a stay at Royal Victoria Hospital in Barrie from 6 to 23 November. As a result, we had to forfeit our original tickets and buy new WestJet tickets for $[redacted] USD for 11 Dec (Booking ref [redacted]). Despite being unable to change the tickets directly with WestJet, Travelavion's Nikki advised me to file a claim along with a physician's letter for a possible reimbursement of $[redacted]. I am upset by the lack of disclosure in the sales process for phone purchases and believe I should receive a full refund for my one-way ticket. The confirmation email mentions the ticket being non-refundable but does not disclose any substantial fees for changes. I appreciate your prompt attention to this issue. Thank you for your assistance, Bernice A.

Good morning, my name is Tatiana Ferrufino, I am writing to you from Cochabamba, Bolivia. I booked a ticket with you for the Calgary-Orlando route for tomorrow, December 20th. Due to family reasons, my passenger will not be able to take the trip. I would like to inquire about the possibility of making changes or canceling with a ticket refund. The booking code is MNTTRG. I am looking forward to a prompt response. Thank you very much. Sincerely, Tatiana Ferrufino COCHABAMBA - BOLIVIA

I'm upset because we were rushed through security gates with lots of boarding, sent into the wrong line, and missed our plane. Now we're out another $[redacted]. I was on the phone forever, and they just argued with me, showing no interest in helping. It seems they believe they are always right. My three children will now go without Christmas because of this. Close to $[redacted] spent for a one-way flight from Toronto. West Jet should explain to my kids why we won't be celebrating Christmas this year.

I would like to address an issue that occurred with my son, Dominick S. C., who is 17 years old. He was on WestJet flight WS156 departing from Regina yesterday. His confirmation number was ZMAQLM. Do to an error, he checked three bags of luggage - a suitcase, a hockey bag, and bound sticks. His teammates later explained that the hockey sticks should travel with the bag at no extra cost. However, he was charged $[redacted] for the additional luggage. Despite contacting WestJet customer service and explaining the situation, we were informed that no refund would be provided. I believe this lack of refund is unfair, especially considering the circumstances. I kindly request a refund of the $[redacted] fee charged due to a genuine mistake and hope for a prompt response regarding this matter.

During my trip to Calgary on December 27, [redacted], I had a disappointing experience with an attendant on the airline. My son was unwell, and when I asked for assistance, it took the Aeromosa ten minutes to respond. Even when I requested a bottle of water, the attendant rudely delayed bringing it to me. Throughout our interaction, she had an upset tone and seemed disinterested in helping. She neglected other passengers to chat with a personal acquaintance about vacation plans instead of focusing on her duties. I was particularly disheartened by the service provided by Mrs. Gabriela C.T. It was unprofessional and lacking in basic customer care. Such behavior is unacceptable in customer service, and I do not recommend this airline due to this poor experience.

I need to speak to a human resources recruitment officer. I was contacted by Natasha Vyas for an aircraft mechanic position here in Toronto. I have been sending emails to her, but I have not received a response back. The interview was supposed to be done via virtual interview on the computer, but my system is not set up for Skype. I live in the country and am trying to reach Natasha for telephone interview arrangements to be made. Your help will be greatly appreciated. Thank you very much, Mr. Joe Walsh.

Good morning, I have a paid reservation for a flight from Vancouver to Paris, with a layover in Calgary on August 23, [redacted]. The reservation number is UFLVCY. The flights are as follows: WS0130 Vancouver to Calgary, WS0010 Calgary to Paris De Gaulle, France. It was a return flight from our trip to Canada. Due to COVID-19 restrictions for international travel, I am unable to reach Canada and will not be able to use this flight. I attempted to cancel following the instructions on the WestJet website, but received an error message at the end of the process. I no longer see the reservation number and I am wondering how I can get a refund or a possible voucher for future use. Thank you, I await your instructions. Gianfranco BANA.

Subject: Seeking Refund/Credit for Halifax Flight Cancellation Dear WestJet and Hopper, I am reaching out regarding booking FZWTK8X through Hopper for a flight to Halifax scheduled for May 1 on WS248 departing Pearson at 10 a.m. and returning on May 5 on WS247 at 3 p.m. Due to the ongoing C19 crisis and advisories from Ontario not to travel, as well as similar advisories in Nova Scotia, I had to cancel my trip. After contacting WestJet for a refund/credit, I was directed back to Hopper since my booking was made through them. Unfortunately, navigating Hopper's app proved challenging and I was informed that changes or cancellations were not allowed for my booking, contradicting information I received elsewhere. It seems WestJet is offering refunds/credits while Hopper is not aligning with this policy. I urge both parties to coordinate and clarify the process to avoid customer confusion and provide consistent support. Thank you for addressing this discrepancy promptly. Sincerely, Suzanne Bourgeau

My name is Roger Baxter, and I have a booking with WestJet for a flight from Glasgow to Toronto on September 24, [redacted], with reference number KZDETR. This booking was made through Travelstart. The flight is part of a journey from South Africa to Edinburgh, then to Scotland for three weeks, Toronto for four weeks, and Dubai for a week to attend the Dubai Expo [redacted], which has been moved to [redacted]. Due to Covid-19 and the change in plans, I am looking to reschedule or cancel the flight. Travelstart mentioned that canceling will result in a minimal refund. I am hoping to move the flight, cancel for a full refund, or receive vouchers for future use. I need to make a decision before September or October [redacted] and would appreciate your assistance in resolving this matter. Thank you. Roger Baxter, Happily Retired, Co-Home Executive.

My name is Roger Baxter, and I have a booking with Westjet for a flight from Glasgow to Toronto on September 24, [redacted], with reference number KZDETR. I made this booking through Travelstart. The flight is part of a journey from South Africa to Edinburgh, spending three weeks in Scotland, then taking a Westjet flight to Toronto for four weeks, and finally heading to Dubai for a week before returning to South Africa. Due to the Covid-19 situation, I need to self-quarantine, and the Dubai Expo [redacted] that I was planning to attend has been moved to [redacted]. I am looking to either move this flight or cancel and re-book when it is safer to travel. I have contacted Travelstart and learned that if I cancel, I will receive very little in return. I see there is an option on your website and Travelstart to reschedule the flight. Given my situation, I would appreciate assistance in either moving the flight, getting a full refund upon cancellation, or receiving vouchers for future use. Thank you for your help. Roger Baxter

I waited on hold for an hour before the call inexplicably dropped before I could speak to an agent. After over an hour and a half of waiting, I finally connected with an agent. I calmly requested a refund for a canceled flight due to coronavirus. The agent started assisting me, but abruptly disconnected the call after about 2 minutes. I am shocked by this level of customer service. The delay in processing refunds for canceled flights, coupled with the difficulty in reaching an agent, is frustrating. If I do not receive the refund promptly, I will seek legal counsel. I cannot spend another 5 hours attempting to contact an agent only to be disconnected once more.

I endured a lengthy wait on hold for over an hour, only to have the call disconnect before speaking to an agent. Undeterred, I called back, waited another hour and a half, and finally connected with an agent. I requested a refund for my cancelled flight due to the coronavirus. Despite the agent starting to help, the call abruptly ended after only a few minutes. The customer service experience has been incredibly frustrating. The delay in offering refunds for cancelled flights, coupled with the challenge of reaching an agent, is unacceptable. If the refund is not processed promptly, I will escalate this matter further. Spinning my wheels for hours trying to connect with an agent, only to be disconnected, is unacceptable.

I had a flight scheduled from Edmonton to Halifax on July 7th (WS392), but it was rescheduled to a time that doesn't work for me. Trying to contact customer service has been unsuccessful. I now need to book a hotel and arrange for a car. Please reach out to me or provide a contact number. Thank you, Stephanie D'E. I need to make new arrangements to travel to Halifax.

During our trip to the Dominican Republic, my husband and I were advised by the government to change our return flight scheduled for April 1. Despite numerous attempts to contact WestJet, we were unable to modify our booking and had to purchase a new flight for March 20 at a higher cost. I later contacted the airline to request a refund instead of rewards, as my husband had passed away and at 80 years old, I have no use for the rewards. After chatting with "Juliette" online and waiting on hold for 2 hours and 41 minutes over the phone, I still could not resolve this issue.

I am requesting a refund for the WestJet tickets with record locator CQICIC for Goeppinger and Suttle. These tickets were issued through ARC in the USA. The elderly passengers are unable to accept the schedule changes due to travel restrictions and the closure of the Canadian border for US tourists. I have been unsuccessful reaching Reservations or Customer Service by phone, so I am considering escalating this matter to Facebook and contacting the DOT. It would be greatly appreciated if the tickets could be refunded promptly, as per the US DOT regulations that protect US Citizens purchasing tickets under US Laws. Thank you for your attention to this matter. Warm regards, Walter Rice, CTC Managing Owner

Subject: Request to Cancel WestJet Booking Dear WestJet, I am writing in relation to booking with confirmation code QWCUQS for a flight to Maui scheduled from Nov 14-29. My wife, Amy, and I have decided to cancel our trip due to the ongoing travel advisory against nonessential travel to the US. Our medical insurance does not cover us if we choose to disregard this advisory, especially given the current risks associated with COVID-19. Considering our age and medical history, traveling in Feb [redacted] or even later does not seem advisable. We kindly request WestJet to allow us to rebook our flights for a later date until Nov [redacted], as we have already had our money tied up for 9 months. Given the circumstances, we believe an extension for rebooking would be a fair solution. Thank you for your understanding. Sincerely, Ellwood and Amy Sawby

I called today regarding my flight itinerary YFYHCV and requested a callback at the scheduled time. However, I wasn't given the chance to choose a suitable callback time. I missed the call, so I called back after 10 minutes, only to be placed on hold. The first call was disconnected after five minutes, and the second call, which was meant to be answered in 16 to 23 minutes, left me waiting for one hour and 22 minutes. I eventually canceled my flight online but had difficulty navigating back to the original page after having to create a WestJet account. I wanted to speak with an agent as I learned WestJet was providing travel credit instead of a full refund, even though they unilaterally changed my return date by nearly a day. If I rebook the same trip within 24 months, can I expect the same fare? Please consider this a "significant change" and kindly refund the full ticket cost. Thank you.

I booked flights from the UK to Toronto on September 3, [redacted], and then to Calgary. My return flight was from Calgary to Toronto on September 14, [redacted], with WestJet. However, due to Canadian quarantine regulations, I cannot complete the journey. WestJet is only offering a credit note via their "Travel Bank," which I cannot use. I would like a full monetary refund of [redacted].13 CAD for the flight. I've tried contacting WestJet through various channels without success. If anyone can assist me in obtaining a refund or a written confirmation of their refusal, it would be greatly appreciated.

As a dedicated Westjet customer, despite not flying often, I faced a situation where I had to cancel my flight to Vancouver a year ago. Instead of a cash refund, I received a $[redacted].70 flight voucher. Due to the ongoing impact of Covid-19 on travel, I was unable to use this voucher within the one-year timeframe. Contacting Westjet recently revealed that my balance is now $0.00 as the year passed. I possess an email from August 28, [redacted], confirming the credit of $[redacted].70 to my Travel Bank account, referenced with number [redacted][redacted]. The email did not mention the expiration of the credit after one year. I am unsure if it is justifiable that Westjet retains the full amount without providing any service in return, especially given the unusual circumstances. I remain optimistic that Westjet will consider my case sympathetically and find a favorable resolution for me.

Hello, my name is Julia Kerr. During the summer, I purchased a ticket to travel to Costa Rica with my boyfriend's family from August 22-30. Unfortunately, my boyfriend's dad bought the ticket using my name and his travel bank, for which I later reimbursed him via e-transfer. The flight got canceled, and I was informed via email to create a WestJet account for a refund in WestJet dollars. Despite setting up the account, no refund was processed. In mid-August, I was notified via email that my flight got rebooked, but only to Toronto and back, the original layover location. I requested to cancel the flight, and it was successfully canceled. I received another email stating that the flight cost should be in my travel bank upon logging into my account, but it shows 0. It has been nearly a month, and both my WestJet dollars and travel bank balances are still at 0. The flight cost was $[redacted].13, and I have the original receipt. I kindly request to have this amount credited to my WestJet account. Thank you.