WestJet separates airline problems from holiday-package problems, and the form you choose decides who reads your complaint. A cancelled flight goes through the Share your feedback page. A resort that did not match the brochure goes to WestJet Vacations, which is run as its own channel. Picking the wrong one is the most common reason a WestJet complaint sits unanswered.
Two companies under one brand
Think of WestJet as two customer relationships. If you bought a seat only, your contract is for transportation, and the Air Passenger Protection Regulations apply. If you bought a flight plus hotel as a package, the hotel, transfers and flights are usually bundled in a single booking, and complaints about the accommodation are handled by the vacations team, not the airline.
| You bought | Complain through |
|---|---|
| Flight only | westjet.com, then Contact, then Share your feedback |
| Flight and hotel package | westjetvacations.com, then Help, then Share your experience |
| Currently travelling on a package | The destination representative, while you are still there |
Why speed matters on a package
WestJet Vacations warns that replies can take more than 30 days between November and April, which is the busiest stretch for sun destinations. That makes the on-site complaint the strongest tool you have. If the room is wrong or the resort is under construction, tell the destination representative before you leave, ask for the problem to be written down, and take dated photos. A complaint made on the spot is much harder to dismiss than one made from home two weeks later.
Once home, answer your confirmation email with the details instead of opening a new request. Replying inside the same thread keeps one file with one history.
Writing the flight complaint
WestJet prefers written complaints and keeps its phone lines for bookings and changes. Lead with the remedy you are asking for, then give the flight number, the scheduled and actual times, and the expenses you paid. If the delay was caused by the airline, quote the compensation tier you think applies and ask for the payment in the same message.
When a cancellation left you stranded overnight, receipts for the hotel, meals and ground transport belong in the attachment. Use our letter structure if you want a checklist.
Compensation tiers, at a glance
For a delay within WestJet's control, a large airline owes $400 for 3 to 6 hours, $700 for 6 to 9 hours and $1,000 for 9 hours or more. If the cause was weather or another factor outside its control, there is no cash compensation, although the airline still owes you care while you wait. Compare the tier to the arrival time at your final destination, not to the departure.
After the first answer
- A claim for a delay or cancellation can be made for up to a year after the flight, and the airline has 30 days to pay or explain.
- If WestJet does not reply in 30 days, or refuses, the Canadian Transportation Agency takes free complaints and can order compensation, refunds and expenses.
- For a package that fell far short of what you booked, ask whether the seller is registered with a provincial travel regulator. In Ontario that is TICO, and registered sellers may be covered by a compensation fund. Confirm the rules for your province.
- If you paid by credit card and nothing was delivered, a chargeback is another option. See the airline guide for the order of steps.
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Draft My WestJet Letter →Frequently Asked
Where do I send a WestJet complaint?
Use the contact form on WestJet's Share your feedback page. WestJet asks for complaints in writing and keeps its phone lines for bookings.
My WestJet Vacations package was not as advertised. Who handles it?
WestJet Vacations has its own form under Help, Share your experience. If you are still at the resort, speak to the destination representative first.
How long does WestJet take to reply?
WestJet Vacations says replies can take more than 30 days between November and April. After 30 days with no answer, you can take an airline complaint to the CTA.
Is weather a reason for WestJet to refuse compensation?
A delay outside the airline's control, such as severe weather, does not trigger cash compensation under the APPR, but the airline must still care for you and rebook you.
Travel insurance and card benefits
If your trip was disrupted, check whether your credit card or travel insurance has trip-delay or interruption cover. Policies often need a document from the airline, so ask WestJet in writing for confirmation of the delay or cancellation and keep it with your receipts.
Sources & Verification
The channels below are taken from WestJet's own help pages and from the federal air travel regulator.
- WestJet: Share your feedback
- WestJet Vacations: Share your experience
- Canadian Transportation Agency: Air travel complaints
- Air Passenger Protection: When an issue happens
ComplaintCA is not affiliated with WestJet or WestJet Vacations. Reply times and fees change; verify them on the company's pages. General information only, not legal advice.