My flight to Cancun was a disaster. Delayed for 4 hours, changed plane, finally got boarding, after one and half hours of flight, it turned around and landed in Calgary due to 'system malfunction' , had to stay in Calgary for one night, waiting in freezing cold for the shuttle bus, lost a whole day in Cancun, and NO compensation!

I was suppose to go from Calgary to Victoria in premium class ticket after Christmas. They cancelled my flight sometime in the night. I woke to find it cancelled and I was offered an economy class seat 12 hours later. As an alternative they gave me a flight the same morning to Vancouver and I had to make my own way home to Victoria from there, which involves an uber to the ferry and an hour and a half ferry ride. They offered no compensation as they said I got to my destination within 3 hours of my original booking. Fact of the matter was that Vancouver wasn’t my original destination! No explanation on why the flight was cancelled, no compensation, no service.
I was an original flyer on this airline when it came out and loved it. They have gone so down hill since then. I would never recommend them to anyone. They are a poor excuse for a service company.

Review:
I had a deeply frustrating experience with WestJet that left me both disappointed and out of pocket. My original flight was cancelled by the airline and rebooked with a 23.5-hour layover in Kelowna, which caused significant disruption to my travel plans. This delay far exceeds the 9-hour threshold under Canada’s Air Passenger Protection Regulations (APPR), making WestJet responsible for providing care and compensation. However, no such care was offered, and I was left to cover expenses that were clearly WestJet's responsibility.

What Went Wrong:
Failure to Provide Care:
Despite the excessive layover, WestJet failed to offer hotel accommodations, transportation, or meals as required under the APPR. I incurred $358.26 in out-of-pocket expenses for a hotel stay, Uber rides, and food, none of which should have been my responsibility.

Dismissive Customer Service:
When I contacted WestJet to resolve the issue, I was met with unprofessional behaviour. Their representatives:

Mischaracterized the 23.5-hour layover as a "minor schedule change" despite it being a significant delay under the APPR.
Refused to provide written confirmation of their refusal to address my issue, preventing me from escalating effectively.
Displayed a lack of empathy, interrupted me repeatedly, and shifted responsibility to the third-party booking agency.
Circular Blame Game:
WestJet claimed that the third-party booking agency was responsible for resolving my issue, while the agency insisted that WestJet rejected my flight change request. This back-and-forth left me without any resolution.

Impact on My Trip:
This mishandling caused significant financial and emotional distress. I lost an entire day of travel, disrupted carefully planned commitments, and had to manage the additional stress of navigating an unnecessary layover with no support from the airline.

What I Requested:
I requested WestJet to:

Adjust my flight to eliminate the excessive layover by rebooking me on a flight departing at 12:45 PM from Vancouver, transiting in Calgary, and arriving in Paris at 12:30 PM—the original planned arrival time.
Reimburse my expenses:
Hotel: $242.14
Transportation: $41.12
Meals: $75.00
Total: $358.26
Provide $1,000 in compensation for the significant delay under the APPR.
What I Experienced Instead:
I was given impractical suggestions like waiting until 72 hours before my flight to resolve the issue, which added to my frustration. Their dismissive tone and unwillingness to take responsibility made an already difficult situation even worse.

Conclusion:
WestJet’s handling of this issue has been extremely disappointing. Their failure to meet their legal obligations under the APPR and the lack of professionalism from their customer service team have left me with no choice but to file a formal complaint with the Canadian Transportation Agency (CTA).

As a frequent traveller, I expect better service from an airline I’ve trusted in the past. I hope WestJet addresses these systemic issues to prevent others from experiencing the same. Until then, I will hesitate to book with WestJet again and cannot recommend them to other travellers.

Had multiple flights cancelled and no refunds or help given from staff. Lost hundreds of dollars from the cancelled flights causing me to miss other flights and hotel rooms that weren’t refundable and no support from westjet. Don’t think there’s a good airline left to fly with in Canada

More than worthless call center, a phone app infested with bugs. Management must be really bad because most of the front line staff seem to hate their jobs. I wonder if WestJet CEO Alexis von Hoensbroech has a bet with Air Canada's CEO who can make the bottom of customer satisfaction lists and still make the most money. If you have a drivable destination and the only airline available is WestJet - DRIVE there.