Flying Westjet? Check your flights!

[Lollipop's Mom]

https://www.vancouverisawesome.com/...jet-refund-policy-and-long-hold-times-3963199
this came out today

 

[Lollipop's Mom]

I think we are now leaning towards pushing our trip to November, and since I used a companion voucher on WJ I can’t cancel or change online. I have to phone them. And well we know how that goes!

 

[wdwmom3]

I think we are now leaning towards pushing our trip to November, and since I used a companion voucher on WJ I can’t cancel or change online. I have to phone them. And well we know how that goes!

I was able to cancel in the app and I used a companion voucher.

 

[Lollipop's Mom]

I was able to cancel in the app and I used a companion voucher.

It won't let me Says i need to call.

 

[PetePanMan]

It won't let me Says i need to call.

we had to do same. Waited on phoned for hours and got cut off etc. We did call back but it was scheduled a week later! This was about a month or so ago. Horrible.

 

[DougEMG]

Anyone know how long it takes to get the refund when you cancel your trip and select the "refund in original payment" option? Also does one still have to fill out the separate refund form?

 

[Going to WDW]

DH has a trip booked in early September with WJ to Victoria --- originally YOW-YYC-YYJ --- we booked a $67 seat upgrade for the YOW-YYC leg since it was 5 hours + long ... and he's 6'7" so he needs the leg room on the long leg of the flight.

Super surprise!! we got the email saying they changed the flight to a YOW-YYZ-YYJ.... did they apply the seat upgrade to the long portion of the upgrade ---- NO. Can we fix online --- not a chance. Have to call but you can't get through at all... on hold for hours multi days before being disconnected each time.

We have a WJ cc but will cancel as soon as the fee we pay is set to renew..... WJ is not a true airline anymore at all... It's pathetic.

 

[wdwmom3]

DH has a trip booked in early September with WJ to Victoria --- originally YOW-YYC-YYJ --- we booked a $67 seat upgrade for the YOW-YYC leg since it was 5 hours + long ... and he's 6'7" so he needs the leg room on the long leg of the flight.

Super surprise!! we got the email saying they changed the flight to a YOW-YYZ-YYJ.... did they apply the seat upgrade to the long portion of the upgrade ---- NO. Can we fix online --- not a chance. Have to call but you can't get through at all... on hold for hours multi days before being disconnected each time.

We have a WJ cc but will cancel as soon as the fee we pay is set to renew..... WJ is not a true airline anymore at all... It's pathetic.

I agree with you. Once I use up my credits I’m cancelling my card as well. It’s pathetic. But hey at least you got an email

 

[pigletto]

We’re tentatively booked for January with companion fares and credits and I really don’t want the hassle of cancelling . It would cost me a lot more to switch since I wouldn’t get cash and I’m stuck with this credit. So I’m just sitting here “hoping” I won’t get moved / cancelled and knowing it’s likely going to happen . I’m purposely not booking seats because I’d be livid to just be out that money too . This sucks .

I knew booking any type of travel after 2 years of shutdowns was going to have hiccups and challenges and I booked everything refundable to be able to switch on a dime but this is stressful and disheartening. Everything costing way more, cancellations, ever changing guidelines and restrictions, constant uncertainty. It sounds like all of us could use a trip or break and this is just overwhelming .

 

[badiggio]

DH has a trip booked in early September with WJ to Victoria --- originally YOW-YYC-YYJ --- we booked a $67 seat upgrade for the YOW-YYC leg since it was 5 hours + long ... and he's 6'7" so he needs the leg room on the long leg of the flight.

Super surprise!! we got the email saying they changed the flight to a YOW-YYZ-YYJ.... did they apply the seat upgrade to the long portion of the upgrade ---- NO. Can we fix online --- not a chance. Have to call but you can't get through at all... on hold for hours multi days before being disconnected each time.

We have a WJ cc but will cancel as soon as the fee we pay is set to renew..... WJ is not a true airline anymore at all... It's pathetic.

He'd barely have time to sit down before starting your descent to yyz.Maybe ,if you complain enough,they'll give it to you for the long portion;that'll be $67 well spent.Personally,I hate that WJ uses those small propeller planes to yyz from yow,on most,not all,of their flights.

 

[Carolynleanne]

We’re card holders as well. My flight to MCO was cancelled but I did get an email about it at least.

 

[Going to WDW]

He'd barely have time to sit down before starting your descent to yyz.Maybe ,if you complain enough,they'll give it to you for the long portion;that'll be $67 well spent.Personally,I hate that WJ uses those small propeller planes to yyz from yow,on most,not all,of their flights.

Exactly. I get the system did a 1st leg/1st leg translation of the seat assignment but the total inability to correct it is even worse. If we could actually get a live human to try to fix it we'd deal with it but it seems impossible to get any assistance (their call back page doesn't work properly either.) If this is what their doing to the marquee airline (WJ) I'd hate to see how things are being handled with their low cost Swoop.

I guess the part that bothers me the most is that when we choose a flight --- there's a service offered and a cost provided.... we assess whether paying X dollars more is worth it to choose a direct flight, best time schedule, best connection, etc.... and book the flight. Then WJ unilaterally they can move you to worse option that would have been cheaper than the one we booked but no refund. I know this isn't just a WJ thing --- but they are using it WAY more than AC. Once we get rid of that WJ credit card I doubt we'll fly WJ much at all again.

Turbo props are the worst... and we always try to book something that doesn't have one. Since DH is so tall he can't even stand straight up in the aisle on them.... then the knee crunching begins.

 

[Going to WDW]

I agree with you. Once I use up my credits I’m cancelling my card as well. It’s pathetic. But hey at least you got an email

I think they're going to have a hard time living down their behavior --- I would certainly never trust WJ again. The cancellations/reschedules are super irritating but not unexpected. The lack of even the most basic level of customer service/support is way more troubling. The cc has no value if the airline isn't providing an appropriate level of service.

We also have/had AC flights booked during this timeframe and they are so much more professional --- changes --yeah --- but you can speak to an actual human without spending literally days on hold.

 

[Lollipop's Mom]

They sent out a big apology letter today stating they are rehiring 4500 people and have plans to reduce phone wait times. I understand in a pandemic having to reschedule a few empty flights, etc. It’s just the lack of customer service. My new flight is $50 cheaper than what I booked. I can’t sit on hold for 6 hours to deal with that!!

 

[pigletto]

They sent out a big apology letter today stating they are rehiring 4500 people and have plans to reduce phone wait times. I understand in a pandemic having to reschedule a few empty flights, etc. It’s just the lack of customer service. My new flight is $50 cheaper than what I booked. I can’t sit on hold for 6 hours to deal with that!!

This is at least somewhat encouraging because it was starting to look like they were going under. I can’t even imagine what it’s been like for the customer service reps who are still there. They’re obviously ridiculously understaffed and everyone who calls is probably irate at this point. Must be awful.

 

[2Lunds]

This is at least somewhat encouraging because it was starting to look like they were going under. I can’t even imagine what it’s been like for the customer service reps who are still there. They’re obviously ridiculously understaffed and everyone who calls is probably irate at this point. Must be awful.

I was working for RBC when they switched all their phone lines to a centralized call centre. Seeing 3hr wait times on the boards made me want to turn around and leave every day. People were so furious, it's been almost 20 yrs and I still get sweaty thinking about it

 

[Going to WDW]

I was working for RBC when they switched all their phone lines to a centralized call centre. Seeing 3hr wait times on the boards made me want to turn around and leave every day. People were so furious, it's been almost 20 yrs and I still get sweaty thinking about it

3 hour waits would be a dream with WJ now --- try 5 or 6 hours before you're mysteriously cut off. I feel terrible for the employees dealing with the customers but have zero sympathy for WJ as a company. Should I ever get through to an actual human I'll be kind, patient, and respectful of the thankless job they are doing --- but right now I'd just love to be able to actually reach a human --- I've been trying for days.

 

[Dznefn]

Can anyone vouch if the call backs are working right? I signed up for a call back on Tuesday evening but don’t know whether to trust if I will actually get one.

 

[badiggio]

^ seeing it's now sunday and you haven't received a call yet,I think you should try calling them again.You have nothing to lose but more time.

 

[ronandannette]

Can anyone vouch if the call backs are working right? I signed up for a call back on Tuesday evening but don’t know whether to trust if I will actually get one.

The call-back system (where you get in the queue for the next available time slot) didn't work at all for me; I never got called. What did finally work was the pre-booked call-back option; when I signed up on a Wednesday the soonest available date was 5 days away the next Monday. When the call came it was actually almost two hours earlier than scheduled and it was just luck that I was there to answer it.