My family has been loyal WestJet customers for years, flying multiple times annually. But our experience on Nov 9, 2025 at LAX was the worst we have ever had with any airline. After landing, our kids urgently needed the washroom, which delayed us about 15 minutes. When we reached baggage claim, ALL our luggage had already been removed and locked inside the WestJet luggage room. There were zero WestJet staff anywhere in the airport, and the only contact was a general customer service number. We called four times. The first three calls were disconnected. On the fourth call, around 9:10 PM, we reached an agent named “Barb.” What followed was shocking: instead of helping, she interrogated us, aggressively questioning why we were “late” and why our children needed the washroom. She offered no solutions, ignored the fact that our kids’ medication was inside the luggage, and showed no empathy at all. LAX police and airport staff were actually far more helpful than WestJet—they suggested waiting for the next WestJet flight so an arriving employee could unlock the room. When Barb heard us talking to them, she became even more confrontational. She also made unprofessional comments, including that U.S. airports are “messy” and that WestJet workers in the U.S. are “part-time and don’t care.” She refused repeated requests to speak to a supervisor. The entire 30-minute call was stressful, unhelpful, and completely inappropriate. As a Canadian family who has supported WestJet for years, we were shocked by this level of disrespect and lack of basic customer care. This experience does not reflect Canadian values or WestJet’s usual standards. We hope WestJet reviews the call recording from Nov 9 at 9:10 PM and takes meaningful action.

I had a great experience with Stella at the WestJet check-in counter. I needed to make a change to my reservation, and she helped me update my name quickly and professionally. She was patient, kind, and went above and beyond to make the process smooth and stress-free. Really appreciate her excellent customer service!

I used to love this company, but now it seems like they've hired some weirdos. You better not make any mistakes, or you'll face retaliation from WestJet employees. I asked for their names to file a complaint, and they told me to take a picture of their employee ID, but then they threatened to call security for doing so. The flight attendants will mock your English based on your ethnicity. They damaged my luggage twice, but they didn't compensate me the second time. 🐒Lee and 🐒Rei learn to serve ur customers

I have never felt so humiliated and angry while traveling. Yesterday, my family and I were denied boarding by a WestJet employee for absolutely ridiculous reasons. First, he said we couldn’t hold a few chocolates and souvenirs we had just bought at the airport, even though other passengers were clearly doing the same. We did exactly what he asked and put them in our bag, and then suddenly he said our bag was now “too big” and we had to check it in. Meanwhile, a white family standing right next to us was holding items in their hands, and they were allowed to board with no problem at all. The difference in how we were treated was obvious and deeply painful. This was not about luggage, this was about discrimination. We were treated unfairly and it’s heartbreaking that such racism can still happen in 2025, especially from a company that claims to care about its passengers. WestJet, do better. Treat your customers with respect, no matter what they look like. I will never fly with WestJet again, and I strongly urge others to be aware of such discriminatory behavior.

Westjet you are cutting back and charging alot more for much less services than offered before. I heard staff talking about squeezing in more seats to all planes, its already tight & uncomfortable for tall people and men. Stop cheaping out, you were a great airline to fly before. Your staff do not look happy anymore.