WestJet Reviews 1,374

What a horrible airline, second time in a row cancelled my flights to Europe which cost me hundreds of dollars in cancelled plans and the most annoyingly missed experiences that I was really looking for.

We booked a week-long all-inclusive vacation to Grand Sirenis Punta Cana through WestJet Vacations and unfortunately came away underwhelmed with both the travel provider and parts of the resort experience.

Before booking, we called WestJet and spoke with an agent who provided flight options. Based on those options, we arrived in Punta Cana at 6:00 a.m. and reached the resort around 8:00 a.m. We fully understood that our room would not be ready until later in the afternoon and had no issue waiting. However, during check-in we were told we would need to pay an additional $80 USD just to access the resort amenities while waiting for our room. This was never disclosed at the time of booking. We tried to discuss it with staff but were told it was “resort policy” and to take it up with WestJet. With no WestJet representative available, we reluctantly paid. We were also told this fee included early check-in, yet our room was not ready until about 2:45 p.m., just minutes before the standard 3:00 p.m. time.

The next morning we received a 7:00 a.m. call from the WestJet representative advising us of a mandatory 10:00 a.m. meeting. During that call, the representative was rude and condescending, suggesting it was our fault for not booking better flights. When we later contacted WestJet customer service, we were again told this was a resort policy and that it wasn’t WestJet’s responsibility to disclose it. That lack of accountability and professionalism was very disappointing and has left us unlikely to book through WestJet Vacations again.

As for the resort itself, it was okay but not the 5-star experience advertised. The rooms appear recently renovated and were clean, with comfortable beds and plenty of hot water. The grounds were generally well maintained, and the pools and beach were enjoyable.

Food was hit-or-miss. The buffet had a decent selection but was often bland. The à la cartes were inconsistent .We would strongly recommend avoiding the Route 66 restaurant, as the food there was inedible. The kids’ menus were the same at every restaurant and mediocre at best.

The waterslide area is in need of serious repair. The metal stairs felt fatigued and spongy in places, likely from constant exposure to salt water, and the slides themselves were quite rough. We saw and experienced several cuts and friction burns, especially on the mat slide, which was not pleasant when returning to the ocean or pool.

Service overall was average. Some staff were friendly, but many in the buffet during evenings seemed more focused on appearing busy than on refilling drinks or assisting guests. We were also put off by the high cost of excursions and the persistent pressure from timeshare sales representatives.

Overall, we would rate this resort closer to a 3-star experience rather than the 5-star vacation advertised. Between the unexpected fees, poor communication, and inconsistent service, we left feeling disappointed. We would not recommend booking Grand Sirenis, especially through WestJet Vacations and would encourage others to carefully review policies and consider alternative travel providers.

I have been a customer for over 25 years. Since WestJet was bought out by ONEX Corp they's jacked up their prices 120% and become souless. I have other airline choices and WestJet is no longer on that list. Bye Bye!

I would avoid flying with this pos company if you can. Horrible customer service, not accommodating in the slightest when you have real medical concerns and speak to them kindly. They do not care about your experience whatsoever. I've even had them offer the right side of the plane water while us seated on left were completely ignored. They've now taken out rows of seating to make more money and your experience shittier. While they will state they've put a hold on this, I recently took a flight and have bruises on my knee from the lady in front of me pushing her weight back in her seat and knocking into me.

Westjet should change there name to cheapjet. They wast our time any money and there is nothing we can do. They dont even have a google business account because of all the negative reviews. What kind of business can do a bad job and still get customers, only in Canada do we allow these big business to treat customers like this.

Westjet owns SunWing. I booked an all inclusive through them and it was terrible. Much worse than they made it out to be in the description and photos. Loud, run down party place that smells of sewage. First room was very loud, dirty and in rough shape with very uncomfortable beds. They were able to move us to a different room about as far away from the party as we could get and could still hear it, the beds weren't any better, the shower was slightly better but the drain was plugged. We originally booked 2 weeks there through sunwing (don't ever go with them) We stayed for 4 nights, payed more to book a new flight home and tried to make it through another few nights. We woke up the next day and couldn't take it anymore and left. Big waste of money.

There customer service is even worst than Telus, now that’s bad ! I’ve been trying contact a real person to update our email account. On the third day I finally got someone willing to help me. One issue down.
Now I have to get someone to link our current upcoming trip to my WestJet account. Being on hold for HOURS ON END, is not an acceptable practice.
Come on West Jet you can be better than Telus.

Very TERRIBLE airline. I was held up at the airport where I was being scanned and by the time they let me go, the flight refused to open the gate to let me in, even after they called me and I told them I was already at the airport and they said they were waiting for me.
They asked me to go book another flight and could not even get me on another flight for a compensation.
I called and they told me they don’t have a manager or supervisor I could speak with.
So annoying and UNKIND people! I will NEVER take WestJet again in my life!

Resort we booked through Westjet Vacations was dirty, dated, run down and infested with cockroaches.
We ended up leaving early at our own expense.
Westjet representative never showed up to the resort so we could voice our concerns.
Could not get thorough to Westjet online or by phone to voice our concerns.
The resort was extremely noisy, staff blaring on microphones all day long. Loud music all afternoon so nobody could have a nap or rest for awhile.
I would have given a worse review, but there were some staff that tried to be helpful. I believe it must be a management problem.
In addition the food was absolutely awful. The TV also fell off the wall and came crashing to the floor.
Our resort was call Crown Paradise Golden Puerto Vallarta.
Please save your money and book with another vacation company!!!!!!!!!!!

We booked a trip through Priceline on WestJet on January 20, 2026, for travel June 10th through 18th, 2026. We chose this itinerary very intentionally because we are traveling with adults, an elderly passenger, and a minor, and one elderly passenger and one adult have medical conditions (not disclosed for privacy).We booked a round trip because that’s how it was presented and because it gave us the best option for reasonable layovers and travel times.Original itinerary:PHX → YHZ on June 10, departing at 8:00 AM
WestJet confirmation: FZBBKWYHZ → PHX on June 18, departing at 3:30 PM
WestJet confirmation: FXGWPH
Priceline Trip #: 252-344-903-97
On January 24, we were notified that our June 10 departure had been changed in a way that created a 19 hour layover with an overnight stay. That doesn’t work for our group. What made this more confusing is that when we logged into both Priceline and WestJet, our original flights were still available and unchanged.We called WestJet and were told we had to deal with Priceline.When we called Priceline, the call was very difficult lots of background noise and it was hard to understand the agent. The agent told us he was changing us back to our original itinerary. Later, when we checked, we realized that while the original departure flight was restored, the connecting flight had been changed without telling us, creating a 12-hour layover. We did not agree to this and were not informed during the call.We called WestJet again and were sent back to Priceline.At that point, on January 27, we asked Priceline for a full refund for the entire trip, since the itinerary we booked was no longer being honored. We were told a request had to be submitted and to call back in 24 hours. When we did, we were told to wait 3–5 business days.On January 30, we were finally told that the refund request had only been submitted for the June 10 flight, because Priceline had apparently booked our “round-trip” itinerary as two separate one-way flights. This was the first time we were ever told this. It was not clear or transparent at booking, and it directly affects refund rights.We asked why this wasn’t disclosed when we booked or when we specifically asked for a refund of the entire trip, and the call was escalated. The issue is still not resolved.We are not being permitted to fly the original itinerary we booked, we have not received a full refund and Priceline and WestJet keep referring us back and forth and passing us off keeping us on long hold times.
This has been an extremely frustrating experience, especially given the passengers involved. The lack of transparency and support has been unexpected.

To WestJet Customer Relations Team and Commuting Public

I am writing to formally express my concern regarding the poor communication and coordination my daughter and I experienced during our recent travel with WestJet on a connecting itinerary from Toronto to Edmonton, and onward to Fort McMurray.

Our initial flight from Toronto to Edmonton was delayed due to two passengers arriving late for boarding. While I understand that delays can happen, this delay directly affected our ability to make our connecting flight to Fort McMurray. Despite this being a WestJet-to-WestJet connection, the Fort McMurray flight was not held, and no proactive coordination or clear communication was provided to assist passengers who were impacted by the delay.

As a result, my daughter and I were unable to board our scheduled connecting flight and were rebooked on a later flight. This caused significant inconvenience and stress, especially as I had time-sensitive business appointments in Fort McMurray that were disrupted due to the delay and rebooking. The lack of timely updates, guidance, and coordination at the airport added to the frustration and made the situation more difficult than necessary.

I believe this experience reflects a breakdown in operational communication and customer care, particularly for passengers traveling with connections booked under the same airline. I respectfully request that WestJet review this incident and consider appropriate compensation or goodwill consideration for the disruption, inconvenience, and business impact caused.

I have always chosen WestJet with the expectation of reliable service and professional handling of unforeseen issues. I hope this feedback will help improve future coordination and communication for connecting passengers.

Thank you for taking the time to review my concern. I look forward to your response.

Sincerely,

Ronald Allan Turla

I traveled with a broken foot and had requested assistance in advance. Instead, I was ignored and forced to hop on one foot through the aircraft with no help, nearly injuring myself again. The only staff member who showed any empathy was Emily.
A flight attendant named Sharise yelled at me in front of passengers, showed zero compassion, and treated me like a problem instead of an injured human being. The pilot publicly blamed me over the microphone for a delay, never spoke to me directly, and later yelled at me while I was crying, saying he “takes their word over mine.”
No one checked on me during the flight, infact i was skipped over purposely. I was humiliated, in pain, and completely disregarded. This was a failure to accommodate a broken foot and a shocking lack of basic human decency.

If I could give a zero I would !!!! I am so disappointed with this company rinsing their customers of everything. They are rude unprofessional and overcharge into the $100s it is day light Robery!!!!! I use to love west jet but no more. WILL NEVER EVER USE THIS COWBOY CONPANY EVER AGAIN !!!!!! It is embarrassing to call it our Canadian airline !!!! All who work for WESTJET ….. YOU must feel so ASHAMED !!!!!

Very bad experience I got flight from Kelowna to Vancouver and the front boarding lady that is in the front of boarding and I took the flight every week and that lady is in the front every week and she told that you can’t make the flight every time she told that your name is wrong but same day I came back from Vancouver there is no issue in Vancouver always that lady has a issue with Indian people I don’t like the west jet I don’t want again to flight with west jet and one day she told that you can’t make flight and I came Back from there at my home I pay 70 plus for ticket and 20 for uber in the morning there is a wastage of money to go with west jet and they didn’t refund me for the flight. My money is waste so I suggest to everyone don’t go with west jet go with another flight.

On Dec 10, 2025, I took a Westjet flight from Milan Linate to Fort St John, with stopovers in Paris and Calgary. The flight from Paris to Calgary was delayed and my flight from Calgary to Fort St John was rescheduled for the following day. So I spent the night in Calgary and reached my final destination almost one day later than scheduled.
I asked for compensation but my claim was rejected because - Westjet says - "the most significant reason for your flight interruption was due to long wait times at customs, immigration, or security checks outside our control". Which is not true: I had already received Westjet's email with the new itinerary when I reached customs in Calgary.

Even more annoying, after rejecting my claim, Westjet stopped replying to my emails.

I'm still waiting for them to reply to my ticket (8382100456135), otherwise I'll have to take legal action.

I was unable to make my trip last year, I had econo flex and had no problem cancelling it. (2025) Rebooked the same trip for this June 2026. But I booked it in December.
Booked econo flex again

My flights were just changed without my knowledge. To a day I don't have any holidays. They also moved me from econo flex and seats I have paid extra for, to a flight a day earlier. And general economy seats.

So if they rebook me to the cheapest seats. Why do they get my extra hundreds of dollars I paid to have the security of Econo flex and the paid seats that are missing and you almost $75 each!!!!????????

Robbery.

The flight I was on is still up and booking I tried to rebook with it and can only get economy.

Where is my refund or money back from what I paid for?? None existent.

So basically they get you to pay full and for extra perks then they move you to lower and keep selling the seats for others .

So much for booking early to be prepared.

Tried calling WestJet customer service at least 5 times before I was even given the option to wait on hold. 3 hours and 5 minutes later, my only request was that a checked bag could be switched from my mom's name into my dad's name due to my mom suddenly no longer being able to fly home due to a severe injury which she had to have emergency surgery for. The customer service rep said it could be done, took all my info and my parents info (I'm the one who booked flights for them and paid) and then made me hold for 10 minutes. She came back on and then she hung up on me as I was answering her question about what my name was. So then I called back and sat on hold another 3 hours 30 minutes because of course there's no way they would open a ticket (she didn't even get my phone number) to insure if you get disconnected there's a way to resume receiving help. Once the 2nd customer service rep took my call, she had no idea what I was trying to do and when she finally got the idea of what I was trying to accomplish, she said I would have to wait another 50-55 minutes and wasn't even sure if that was a possibility to help me. I might never purchase through WestJet again. This experience wasted so much of my time. I had even gone directly into the airport before the flight to try to work this out and they say their hands are tied and I would have to call customer service. So basically, WestJet has zero customer service. What a joke. This combined with the unreasonable seating/carry on baggage limitations is enough to turn me off of West Jet altogether. Shame on you WestJet.

Terrible customer service! Changed our flight itinerary to something that was completely different and didn't work for us, and when I tried to call the customer service number, I just received a recording about self help options because their agents were busy. No option to wait on hold, just an automatic hang up. I then found a different contact number and was able to sit on hold, sat there for 1 hour and 22 minutes, only to have someone answer and not be able to hear me, so they hung up! I confirmed there were no issues with my phone, so this is likely just a ploy to not have to talk to their customers. Will not be choosing to fly WestJet again.

Always delays for more than 2 hours, I have never seen this flight to be on time, tickets are expensive for this kind of service and not being accountable and respectful for people time.

Our WestJet flight to Cancun was cancelled due to snow and rebooked to 7:50 PM the following day, while our original departure was 11:30 AM. As a result, we lost approximately 1.5 days of a 5-day all-inclusive vacation, which is a significant portion of the trip.

Because this was a package vacation, the delay caused real financial and experiential losses. We paid for hotel nights and resort time that we never received, through no fault of our own. WestJet showed no concern for this loss and simply redirected us to a third party, while refusing to allow us to switch to flights operated by another airline. In effect, customers are expected to absorb the loss themselves.

After spending an excessive amount of time coordinating between Costco Travel and WestJet, WestJet refused to take responsibility. When we requested to extend our return by one day to partially recover the lost vacation time, WestJet initially attempted to charge change fees. Although those fees were eventually waived, we were still required to pay $85 in additional taxes, despite the disruption being caused entirely by WestJet’s cancellation.

To make matters worse, WestJet damaged our baby’s brand-new stroller during this trip. The claims process has been extremely tedious and time-consuming, requiring repeated follow-ups, excessive documentation, and ongoing coordination. Even when the damage is clearly caused by the airline, WestJet does not provide a full refund, instead requiring repair estimates and detailed reports—placing yet another burden on families already dealing with disrupted travel.

Most disappointing of all was the way we were treated when seeking help. Despite travelling with a baby, there was no empathy, flexibility, or consideration shown at any point. Our interactions with WestJet representatives felt dismissive and unhelpful, and in several cases the tone was unprofessional and unnecessarily rude, which only added to the stress of an already difficult situation.

What is most disappointing is not the weather disruption itself, but WestJet’s complete lack of customer care afterward:

No compensation for lost vacation time

No meaningful or reasonable solution offered

No consideration for passengers travelling with an infant

A difficult and exhausting claims process for airline-caused damage

Unhelpful and rude customer service interactions

The financial and emotional burden pushed entirely onto the customer

Weather disruptions happen. How an airline treats its customers afterward is what truly matters. In this case, WestJet failed on every level. Losing 1.5 days of a short vacation, paying additional costs, dealing with damaged baby equipment, and being treated poorly while travelling with a baby is unacceptable. We will think very carefully before booking with WestJet again.