Review Time
Beyond lost luggage! Flight Vancouver to Cabos with Premium fare & tagged luggage. Boarded flight & observed 15 or more checked bags being removed apparently to accommodate dog kennels. Resulted in one hour departure delay! No WSJ messages or staff at Cabos airport to confirm removal of luggage or its status. Of course hopeless attempts to contact WSJ by phone. From hotel emailed lost luggage report and hotel location. Three days later luggage finally arrived at hotel. Following day WSJ emailed where to deliver bags?
I have never felt more disgusted walking off a plane than I did on WestJet flight WS 648 from Calgary to Toronto on Friday, February 13th (scheduled 5:15 PM departure, delayed to 6:30 PM).
What should have been a routine domestic flight turned into an embarrassing display of disrespect and hostility by a member of the cabin crew.
I was seated in the aisle next to a friendly couple. During beverage and snack service, they needed to use the washroom. One of the flight attendants serving snacks and drinks specifically instructed them to use the bathrooms at the front of the plane so they wouldn’t get stuck behind the beverage cart.
They politely said thank you and followed her instructions.
The woman was allowed to use the front washroom without issue.
The man — her partner — was abruptly stopped and told he was not allowed to use the front washroom and had to walk all the way to the back of the plane instead.
There was no explanation. No courtesy. No consistency.
Just a cold, dismissive refusal.
It is important to note that both individuals are people of colour. Watching him be singled out and redirected after following the exact instructions given to them was uncomfortable at best — and deeply disturbing at worst.
The treatment did not stop there.
When we landed and began deplaning, the female partner attempted to calmly address the issue with the flight attendant responsible — Emily. Instead of showing professionalism, empathy, or even basic customer service, Emily responded with shocking indifference:
“Keep walking. File a complaint if you want. I don’t care.”
“I don’t care.”
Those are the words she chose.
That statement alone speaks volumes about the culture being tolerated onboard.
Passengers are not inconveniences. They are not interruptions. They are not disposable. They are human beings who deserve respect — especially when they are simply following instructions given by staff.
This was not just poor service. It was hostility. It was dismissiveness. It was completely inappropriate conduct from someone representing a national airline.
WestJet markets itself as friendly, welcoming, and proudly Canadian. What I witnessed was the opposite: arrogance, rudeness, and a complete lack of accountability.
If this is the standard of professionalism being upheld, travelers deserve to know.
I expect WestJet to take this seriously, investigate the conduct of this crew member, and explain how a passenger following direct instructions can be treated this way — and then told “I don’t care” when raising a concern.
Because passengers do care.
And after this experience, many of us will think twice before choosing WestJet again.
our flight was delayed by 10hrs, first they sent us a text and telling us it would be delayed but to be at the airport for original time just incase they find a crew and plane. when we got the airport it was back to original time. by the time we got through security it was changed again. they change it over 4 times and we couldn't talk to anyone at the airport they had no rep. They offered food vouchers that didn't work . All other @WesJet flights where on time we had the earlies flight and it was delayed by 10hrs. when we got to Mexico and went to get our luggage they weren't on the turn belt everyone on our flight got there's and we couldn't find ours. finally we looked at some that was sitting near the concierge and they came on the flight before ours. When i filled the forms for compensation and this what they said. upon review of your reservation we are unable to approve the claim. as the most significant reason for flight interruption was due to crew availability . I couldn't believe that, doesn't not having a crew and plane more in your control than anything else. I sent an email detailing everything we went through and i still haven't heard from them. My next step is to call our local news, because sitting at an airport for over 12yrs we both got sick and that effected our vacation.
Kudos to the Front Desk Team at Sangster International Airport! The staff, guided by a very supportive supervisor, were fantastic in managing flight cancellations with understanding and providing solutions. They successfully rebooked me on another flight that fit my schedule, allowing me to avoid missing work. A wonderful demonstration of outstanding customer service. Thank you for easing a stressful situation!
On January 3, 2023, the flight from Toronto to Montego Bay, Jamaica, featured extremely rude flight attendants who were almost confrontational. It was the worst service I've ever encountered. However, on January 10, 2023, the return flight from Montego Bay to Toronto had very professional staff and excellent service. Still, the overall travel experience was diminished due to cramped seating and misleading practices. There was one aircraft for the outbound flight and a different one for the return. Be cautious when selecting seats; if you're not aware that the planes differ, you may pay for an upgrade without receiving it on your return flight. This seems designed to create confusion. Unfortunately, the lack of competition in Canada leads to subpar services for its citizens, as the government and large businesses do not support the law-abiding middle class.
WOULD NOT RECOMMEND TO FLY WITH THIS DETERIORATING AIRLINE.
Late review of a bad WestJet customer service incident that occured on April 25, 2025. I was boarding a Westjet flight from Vancouver to Toronto and I have never been humailated by a company as how WestJet made me feel.
I had the same carry on luggage and backpack on my Westjet flight from Toronto to Vancouver. No issues boarding the flight with these two items.
Upon the return flight back to Toronto, I was directed to zone 5 and stood alone until all the other passengers boarded. I was not allowed to board until my backpack was slimmed down to fit their allowed capacity.
It was the same bag that I boarded with in Toronto and had no issues. The lady at the Vancouver gate was so rude and unpleasant as she strictly upheld Westjet new fare policy. In time of despair, I had to quickly leave some valuable possesions behind at the airport or else not board the plane. There was no other resolution that was offered. Leave stuff behind or else not board the plane.
Westjet put me through a lot of unnecessary stress and I will never fly with Westjet again. I hate this company so much. Please fly with Air Canada if you want to be treated as a human.
0/5 ★
Our connection was abruptly cancelled at 11:00 PM, leaving us stuck in Toronto. The service fell short at every level. We were not informed during the flight about the cancellation; we only found out upon landing. No help was provided for accommodation. At the service desk, staff seemed unable to answer even simple questions. Two representatives were openly rude and dismissive, suggesting it was our problem to sort out and that we should be thankful for a flight replacement 24 hours later. This has been the worst customer service experience I've had with any airline in Canada. I strongly recommend avoiding this airline.
On December 18, 2025, my connection was cancelled. At the airport, I was instructed to retrieve my three checked bags and wait for an email. I only received a $15 food voucher and no clear guidance on rebooking, accommodation, or how to reach support (the phone and chat options repeatedly failed; after almost two hours on hold, my call was disconnected). I am requesting that the company (1) cancel the automatic rebooking without penalties, (2) provide clear instructions for submitting out-of-pocket expenses, and (3) process my passenger-rights claim according to Canadian regulations. I can share booking details privately if needed.
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WestJet Airlines Ltd. is a Canadian airline founded in 1996.
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