Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:19/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Original communication sent to WestJet regarding December Vacation:"The vacation unfortunately fell short of expectations due to several issues encountered during my stay.Firstly, there was a significant delay during hotel check-in. While the room was as advertised, its condition and recurring issues were far below standard.The room experienced frequent power outages, including no power upon arrival and multiple daily disruptions, leaving us without air conditioning and unable to use the safe or power outlets. No Hot water until the morning after arrival, maintenance had to be called. The toilet leaked, leading to extensive repairs involving pipe sawing and resealing. Additional issues included poor shower drainage, exposed wiring, dirty chairs, unfinished fixtures, and a loose toilet seat. Water was shut off without warning one evening making it difficult to prepare for dinner.Resort-wide problems included understaffed dining areas, difficulty making reservations and limited lunch options outside the buffet. Facilities were poorly maintained with leaking hallways, disheveled beach loungers, and unpleasant leakage in the lobby. Construction noise and ongoing work near our room further detracted from the experience.On return, our bags were removed from the aircraft and delayed until the following evening.Considering the extent of these issues and the fact that the experience did not reflect the advertised quality, I believe some form of compensation is appropriate.Thank you for your time, and I look forward to hearing from you soon."Additional communications uploaded.Desired outcome: I would like a partial refund as the service advertised was below standards for multiple reasons outlined in my attached information.Thanks,*********

  Business Response

  Date: 11/04/2025

  The business responded to this complaint but requested that their response not be published.
  

• Initial Complaint

  Date:20/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Filthy room upon arrival (used condom on the floor, stained bedding, mold in shower, damaged furniture).Daily neglect: Required multiple calls to room service for basic cleaning; towels/sheets rarely changed.Leaking toilet recurring throughout the *********** Hazards:Ceiling ventilation collapse in a restaurant, nearly striking a *-year-old child. No staff response.Hazardous lobby renovations: Falling debris (plaster, nails) in guest areas.Non-functional elevators, forcing use of stairs.Pool and Hygiene Failures:*** pools closed without explanation; remaining pool unsanitary (witnessed a child defecating in the water; staff removed f**** but kept the pool open).Trash in hallways, dirty dishes left for hours.Unfulfilled Services:Food/Drinks:Severe food poisoning (child bedridden for ** hours).Restaurants frequently closed on lunch times and 1+ hour waits for dinner ******** machines on all floors non-functional."Premium" drinks required ************* fees (pressured by staff to upgrade).Amenities:Gym closed for renovations (disclosed days before arrival).Spa treatments conducted in lobby and in a regular bedroom with outdated equipment Bali beds charged at $***/day despite being included in the package.Administrative Negligence:Refused refund on Jan **; no compensation for food poisoning, sleep disruption ** nights of intoxicated neighbors slamming doors), or inaccessible amenities.Airport transfer delay: 1-hour wait without assistance.Evidence: Photos/videos documenting unsanitary conditions, safety hazards, closed facilities, and contract violations.I am insists on a full refund for moral distress, health risks, and contractual non-compliance.

  Customer Answer

  Date: 20/02/2025

  Hello, 

  my booking number was : ******* and flight number 

  Business Response

  Date: 05/03/2025

  The business responded to this complaint but requested that their response not be published
  

  Customer Answer

  Date: 05/03/2025

  Hello,

  Thank you for your response. I prefer to keep all communication on the BBB platform and do not wish to communicate via email. The photos are already attached here.Regarding the presence of a WestJet representative in ******, it is important to clearly inform customers that an agent is available. We did not see any WestJet representative during our stay, except for the person handling baggage check-in.Additionally, regarding transportation, we had to figure out on our own that WestJet was not managing it directly and that another company was responsible. No one informed us about our airport transfer time, and I had to personally contact the transportation company the day before our departure. This lack of communication from both WestJet and the hotel was highly inconvenient.If we had known that a representative was available at the hotel, we would have contacted them immediatelyespecially given the poor condition of the property. I already spent several hours at the hotel raising complaints, which led to no resolution. It has now been over a month since I returned, and I expect a resolution within the next three business days.Please continue this discussion via the BBB platform.Best regards

  Business Response

  Date: 06/03/2025

  The business responded to this complaint but requested that their response not be published
  

  Customer Answer

  Date: 06/03/2025

   
  Hello, 
  
  I don't have any information about these emails. What address were they sent from? 
  Also, I don't think the issue being discussed here is whether or not these emails were sent. 
  It's about the totally disrespectful and disgusting hotel you offer your guests. 
  

  Best regards.

• Initial Complaint

  Date:18/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BEWARE OF WESTJET VACATIONS. On Dec. **/2023, we booked a 2 week all-inclusive vacation to the Royal Decameron, ***************, which was to depart on Jan. **/2024. On Jan. 13/24, we were notified by email, that our flight maybe impacted due to weather and later that day, we received a 2nd email advising that the flight had been cancelled, and Westjet would attempt to rebook within ** hours. No other emails were sent. Our travel agent and ourselves attempted to contact Westjet by phone, finally on Jan. 16/24, we spoke to your *** who asked us " What took us so long to contact them". We paid for a direct flight to ***************. In our contact with Westjet, we were advised that Westjet could not book us on a direct Sunwing flight to ***************, which had room and left on Jan. **/24. All you were able to offer was a refund on our flights, nothing for the 14 day hotel room at the all-inclusive Royal Decameron. Yet on Feb **/2024 we received an email from Westjet, advising that weather may impact flights from Feb. 25 to Feb. **/2024. Quote " If you cancel your booking, we will refund the air portion of your vacation to the original form of payment. The hotel funds will be refunded to Westjet dollars. Hotel penalties may apply. We are out $**** for the hotel rooms. You have lost our confidence in your customer service! ******************** makes millions of dollars for its shareholders, but did nothing for us.

  Customer Answer

  Date: 19/12/2024

  Booking number is #******* , Reservation - ******

• Initial Complaint

  Date:16/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $****** to go to a * star resort in ******. It turned out that according to ********** vacations and other sources which I did not find out about until later that the entire property is undergoing renovations, including the main pool in the resort. WestJet vacations should have known about that at the time instead of taking my booking for $****** and then telling me later that there was nothing I could do about it. Clearly a pool is materially important when one is booking a sun vacation. How disappointing

  Business Response

  Date: 17/12/2024

  The business responded to this complaint but requested that their response not be published
  

• Initial Complaint

  Date:13/12/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First time booking a vacation. Booked with ****************** (Lethbridge) who in turn booked with Westjet, Westjet charged my credit card $******* Day before my flight I had a medical emergency. Doctor said I cannot fly. Travel agent and westjet said no refund!! read fine print of the fine print

  Business Response

  Date: 16/12/2024

  The business responded to this complaint but requested that their response not be published
  

  Customer Answer

  Date: 17/12/2024

   
  Complaint: ********
  
  I am rejecting this response because:Reply to the comments made by Westjet vacations.    Started phoning West jet    !-************    and *************   As soon as I got home from emerg with ivs in my arm  Started phoning at ****am Nov. **/24
  8Hrs on hold  on home phone (*** hrs on hold cell phone  ) till batteries died. Called ****************** l, closed for weekend   Emailed them immediately.
  Both of my sons were on the flight I was supposed to be on. They went to the desk in ******* and explained to them about my condition . They noted info
  What else could I do . Tried calling both numbers for days to no avail  ****************** would not help at all , Read fine print of the fine print Of the fine print. First time travelling on Vacation Pkg. Don't understand all your fine print
  
  Sincerely,
  
  ***** **********

  Customer Answer

  Date: 18/12/2024

  More Informatio The message from westjet seems to imply that I sat back and did nothing till the trip pkg was over.  I started phoning on Nov30   for the whole week . So did my wife , never did talk to a person at westjet.  **************   and **************.   Hours on hold.  Emailed the travel company right away Nov29  closed for weekend , Talked to agent Monday morning  . Just said nothing can be done read fine print of the fine print.  Keep insisting  That something has to get done.   Finely she said she spoke with westjet  case closed   don't call her again.    Thats when I called BBB.  I have all emails to and from Travel Company. Unfortunately didn't record phone calls. What am I supposed to do ???  
  
  
   Footnote both my sons were on the same pkg. As soon as they got to ******* Nov 29 they went to westjet desk and told them of my situation Med ************ soon as they got to ****** they let front desk know of my not being there.  It seems like travel agent did nothing and westjet will not answer their phones. Were do I turn???...

  Business Response

  Date: 02/01/2025

  The business responded to this complaint but requested that their response not be published
  

  Customer Answer

  Date: 02/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:09/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November **, 2024 I purchased a vacation package to the Paridisus Princess Del Mar in ******** Cuba, for 2. Total package cost: $*******. Trip cancellation insurance was purchased at the time, and fully paid via the WestJet Vacation website for $******. On Sunday December *, 2024 I received an email that the booking was cancelled due to an airplane scheduling issues, and that there was no alternative solutions, and therefore the flights was cancelled. Later on December *, 2024 while on hold, I notice that the whole package was cancelled, and there was a button to confirm the refund. The refund went through, but WestJet Vacations is withholding a portion, $****** and the insurance ********** is hard to get through to people in their call centre and their live chat agents advised that they could do nothing to assist with the issuance of the remaining balance to WestJet Vacations, and to cancel the trip insurance, as this was their cancellation, and not a cancellation requested by the passengers. When asked for an email for ***************** I was told that they could not provide that information, and to call and wait in the queue for a live person to answer.

  Business Response

  Date: 13/12/2024

  The business responded to this complaint but requested that their response not be published
  

  Customer Answer

  Date: 15/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:29/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March ** 2024 I booked a Westjet vacation package for * people for * nights at an all inclusive resort in ************* This trip was booked on my Westjet world elite master card Departure from ******* was June ** 2024 Booking # ******* *** * ****** During our stay the Westjet mechanics went on strike and our flight home on June **** was cancelled and we were told they did not know when we would be able to fly home , they would not answer the phones or respond to any email We took matters into our own hands and booked a flight home for the same day with another airline, Westjet has refused to pay for our return flights home ( and luggage fees) The credit card that his trip was booked on which includes travel insurance has also refused to pay for the flight and baggage costs saying it was beyone Westjet's control We disagree and feel we should be reinbursed for our flight back to ******* and the fee for the luggage Leaving customers stranded because your employees are on strike is in your control - you could have prevented the strike by meeting with thier union and hammering out an agreement

  Business Response

  Date: 03/12/2024

  The business responded to this complaint but requested that their response not be published
  

  Customer Answer

  Date: 05/12/2024

   
  Complaint: ********
  
  I am rejecting this response because: at no time were we provided with any alternate method of transportation to get home.( even after ***************************** the DR)  I was forced to book my own flight home with another airline and pay for my luggage . My last day of my vacation was not pleasant , we were super stressed trying to find a way home without breaking the bank , calling our families and employers that we were not going to return to ****** when hoped . The amount of money you reinbursed me did not cover the cost of my return flight ,  my travel insurance linked to my West jet world elite mastercard did not cover the costs of my flight home and the baggage fee ( the two things I am seeking compensation for ) 

  We simply want to be reinbursed for these two out of pocket expenses 

  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:29/11/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am planning on booking a vacation via WestJet to ***************** and Spa in ********** with 2 friends from March 19th-March26th 2025. The price they are advertising for 3 adults in 3 rooms for the week is $****, or $******* per person. Once you get to *** step in the booking process, the price skyrockets to $********, or roughly $**** per person. That is over **% increase from the advertised price, while there have been no upgrades or extras requested. I have requested that WestJet honour their advertised price, as required by law, but they have so far refused to do so, while acknowledging that this is indeed a known issue. To me, this is a clear cut example of a price bait-and-switch by a massive airline that hopes their customer base will simply roll over and accept their deceptive business practices, and I think they should be held accountable.I have attached photos indicating the massive ***** in the prices from the original advertised price to the price change four steps in. I have also attached a screenshot of the advertising requirements from ****, outlining how the price advertised must be clearly displayed on the first page, not in fine print or hidden several pages into the process. I either expect them to honour their advertised price, or to issue a credit to cover the difference in price for me and my two friends.Thank you for your time, and your help.Sincerely,**** ******

  Business Response

  Date: 13/12/2024

  The business responded to this complaint but requested that their response not be published
  

• Initial Complaint

  Date:25/10/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an all inclusive vacation to **** online via ************* on July * 2024 for the total amount of $*******. The vacation is to leave *****, ** on October **** up to November * 2024.The recent political upheaval , hurricane, rolling blackouts, lack of electricity and dwindling food and water in **** has made the situation there to dangerous for me to want to travel there. I have tried to change my booking to a different location via ************** ******** and or get a travel voucher for a later date but West Jet refuses. ********* posted a travel advisory on their website on October ** 2024 stating : To make changes to an existing WestJet booking, pleasecontact us.For all WestJet Vacations bookings for travel between , valid on all fare packages: A $* one-time fee waiver will be offered for changes or cancellations. If you change your booking, the difference in package price applies and is subject to availability. If you cancel your booking, the amount paid will be placed into a WestJet Vacations Future Travel Credit, valid for two years. If you booked through a travel agent or online booking agency, please contact them *********** make changes to an existing WestJet Vacations booking, pleasecontact us.WestJet is refusing to comply with their their offer because my flight to **** is not until October the ****, but all my connecting flights were booked at the same and offered as part of the Vacation package.I have contacted my credit card company about this matter and they cannot assist.I feel like I am am being jerked around due to semantics with West jet. Please Help

  Customer Answer

  Date: 25/10/2024

  Hi  there,

  The requested booking number is *******.

  *** ******

  Business Response

  Date: 28/10/2024

  The business responded to this complaint but requested that their response not be published
  

  Customer Answer

  Date: 04/11/2024

   
  Complaint: ********
  
  I am rejecting this response because: In the WestJet  travel advisory statement for Oct ***** it did not state any of the excuses they are giving after making my complaint. I was told many different things throughout the correspondence with ************* and WestJet over the week leading up to my Vacation, and now yet again I am hearing another/ different reason. I was initially told that they would only be able to give me a travel credit for a future vacation,  I was then told that they could only rebook my vacation to a different location and I could pay the difference, I was then told that I should just keep calling back everyday to see if things change. But when I tried to get them to honor one of their previous solutions IE: get travel credits for a future vacation they refused to honor it. And now we have another excuse from WestJet refusing to take responsibility whatsoever and honor their claims made to their customers during the travel advisory. My Vacation was booked as a package starting on October ** 2024, I did not choose the dates or connection flights, they were issued to me when I booked the vacation via WestJet. I am very upset that I have gotten nothing but lies and stonewalling from a huge corporation about an issue that was completely out of my control and was promised many solutions and when I tried to get them to honor those solutions, they keep changing the narrative and reasons so as not to assist me whatsoever.
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 06/11/2024

  The business responded to this complaint but requested that their response not be published
  

  Customer Answer

  Date: 08/11/2024

   
  Complaint: ********
  
  I am writing to address the recent refund offer of $***/ per person I received for my WestJet Vacation on October **  November * 2024.
  While I appreciate your prompt response to my request, I regret to inform you that I cannot accept the refund offer as it stands. The amount offered does not adequately reflect the circumstances surrounding my situation, nor does it align with my expectations based on what your travel advisory for Cuba Oct **-Oct ** refund policy stated.
  Given the nature of my case, I respectfully request a more reasonable resolution I had anticipated from WestJet. I believe a more equitable offer would better reflect the inconvenience caused and the value of the service I was unable to receive.
  Thank you for your understanding and attention to this matter. I look forward to your response and a more satisfactory resolution.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:25/09/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Westjet vacation for CAD ******* on July **** 2024, to *********. I chose *************** since it promised a Fountain View room as it was our wedding anniversary, expecting the experience of enjoying the famous Bellagio fountains from my hotel room. I paid $***+ extra just for this view.However, upon arrival, I was informed that there are no longer any rooms in the *************** with a fountain view, as the tower that previously offered such views has been acquired by *************** over a year ago. Instead of the view I was promised and paid extra for, I was given a standard room with a view of another tower directly in front of it. Once I showed my discontent over lack of view, they put me up in a room with a "view" of the High roller, which was quite disappointing.Offering a room that is not even a property that belongs to the hotel is highly deceptive of Westjet and is very unfair to customers. I purchased this upgrade in good faith, believing it would enhance my Las Vegas experience. Instead it lead to disappointment from the moment I walked in to the premises.The hotel management emphasized that they had no control over why Westjet continues to offer this option and as a Canadian consumer, it is very disappointing to find out that WestJet Vacations is continuing to sell a product that no longer exists, leading customers to spend more money for something that cannot be delivered by a hotel.I respectfully request that you investigate why Westjet engages in such deceptive marketing and selling practices to prevent future customers from being misled in the same way. Additionally, I would appreciate a resolution to this issue from Westjet as well, whether through a refund of the costs I had to undertake to buy a product that did not exist for over a year (as the tower was sold to the neighboring hotel over a year ago) and for ruining my vacation. Thank you.

  Business Response

  Date: 21/10/2024

  The business responded to this complaint but requested that their response not be published
  

  Customer Answer

  Date: 21/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********