Review Insights · App Store
WestJet
WestJet · 426 ratings · ★ 2.2
2.2
★★★★★
426 ratings
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Top complaints - extracted from 93 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"airline"
30 negative reviews mention this · 32% of all complaints
★★★★★ "Unhelpful maps. Look at what American Airlines is doing with their maps. Very helpful. Non-existent with WestJet!" - seanzgt
2
"westjet"
28 negative reviews mention this · 30% of all complaints
★★★★★ "Unhelpful maps. Look at what American Airlines is doing with their maps. Very helpful. Non-existent with WestJet!" - seanzgt
3
"check"
28 negative reviews mention this · 30% of all complaints
★★★★★ "Garbage app. Tried to check in for a flight and the app wasn’t able to pull it up. Had to use a desktop browser to pull up my flight at the WestJet website. For prior flights, I used the app to verify my documents but still had to do it again at the gat…" - Callofthevoid
4
"flight"
23 negative reviews mention this · 25% of all complaints
★★★★★ "Not helpful. This app does not allow adding flights booked through cruise lines and their westjet support line doesn’t offer any help. Very frustrating. Avoid this airline when booking through cruise lines" - ArielDeveloper
5
"boarding"
16 negative reviews mention this · 17% of all complaints
★★★★★ "Worst Airline App. UPDATE: the developer says they’ve made improvements and would like me to update my review. So… This is STILL the worst airline app. In fact it’s so bad that I won’t ever fly with WestJet again. The developers should be ashamed to be plea…" - Shadyw
6
"website"
15 negative reviews mention this · 16% of all complaints
★★★★★ "Garbage app. Tried to check in for a flight and the app wasn’t able to pull it up. Had to use a desktop browser to pull up my flight at the WestJet website. For prior flights, I used the app to verify my documents but still had to do it again at the gat…" - Callofthevoid
7
"terrible"
14 negative reviews mention this · 15% of all complaints
★★★★★ "Worst airline of all time. Westjet is a horrible company do not fly with them they will do anything in their power to screw you over and ensure you have a terrible experience" - Setroboomin
8
"times"
14 negative reviews mention this · 15% of all complaints
★★★★★ "Trash!. This app is functionally unusable. I have tried to check in for my flight about 25 times now to no avail. Your customer service is also baseline incompetent." - SuspiciousGrapefruit
9
"account"
13 negative reviews mention this · 14% of all complaints
★★★★★ "Bad. Sucks Couldn’t even make an account bc their servers aren’t connecting . Trash" - PoisonWolf777
10
"error"
13 negative reviews mention this · 14% of all complaints
★★★★★ "Not useful. Two stars for allowing me to enter a booking ID and showing some flight information. Gave an error when I tried to sign in or check in. Did now show terminal or gate information. More useful just to enter flight numbers into google." - abscblue
11
"service"
13 negative reviews mention this · 14% of all complaints
★★★★★ "Trash!. This app is functionally unusable. I have tried to check in for my flight about 25 times now to no avail. Your customer service is also baseline incompetent." - SuspiciousGrapefruit
12
"customer"
12 negative reviews mention this · 13% of all complaints
★★★★★ "Trash!. This app is functionally unusable. I have tried to check in for my flight about 25 times now to no avail. Your customer service is also baseline incompetent." - SuspiciousGrapefruit
📋 All 93 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Unhelpful maps
Look at what American Airlines is doing with their maps. Very helpful. Non-existent with WestJet!
Plane WiFi
If you have the app you cannot use the internet on the plane as it will not let you sign in. I had to delete the app to be able to connect to the internet
Not helpful
This app does not allow adding flights booked through cruise lines and their westjet support line doesn’t offer any help. Very frustrating. Avoid this airline when booking through cruise lines
This airline just sux.
Delayed by lack of personnel to tell me where my baggage, and held up in security, they would not rebook me on the next flight. Made me pay a full last minute fare. Shame on WestJet.
Worst airline of all time
Westjet is a horrible company do not fly with them they will do anything in their power to screw you over and ensure you have a terrible experience
Garbage app
Tried to check in for a flight and the app wasn’t able to pull it up. Had to use a desktop browser to pull up my flight at the WestJet website. For prior flights, I used the app to verify my documents but still had to do it again at the gate. What’s the point of this useless app?
Bad
Sucks Couldn’t even make an account bc their servers aren’t connecting . Trash
Worst Airline App
UPDATE: the developer says they’ve made improvements and would like me to update my review.
So… This is STILL the worst airline app. In fact it’s so bad that I won’t ever fly with WestJet again. The developers should be ashamed to be pleading for anything more than 1-star reviews.
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Truly this is an embarrassment and the most frustratingly bad airline app I’ve ever used. It blows my mind that they could be so reckless, releasing an app that is so full of bugs. It took me over an hour and at least ten attempts to get a boarding pass, and even then only through their website. This app still says I’m not checked in, won’t show a boarding pass and won’t show me basic flight details. This guarantees I’ll never fly WestJet again. Absolute trash.
So… This is STILL the worst airline app. In fact it’s so bad that I won’t ever fly with WestJet again. The developers should be ashamed to be pleading for anything more than 1-star reviews.
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Truly this is an embarrassment and the most frustratingly bad airline app I’ve ever used. It blows my mind that they could be so reckless, releasing an app that is so full of bugs. It took me over an hour and at least ten attempts to get a boarding pass, and even then only through their website. This app still says I’m not checked in, won’t show a boarding pass and won’t show me basic flight details. This guarantees I’ll never fly WestJet again. Absolute trash.
Paul
App is absolutely terrible. Maybe the worst of any airline.
Website and App are terrible
Can’t check in, can’t view my seat. I already had a seat selected that I was CHARGED FOR and now it’s saying I didn’t select a seat. The charge is still on my card. Now that I’m “available” to check in, I’m trying to go view seats and it makes me check in first but I CAN’T. Literally going in circles, ridiculous.
Complete rubbish
Elementary things do not work. Cannot create account, cannot login, cannot check-in… etc. Waste.
Can’t get Nexus Verified
Useless. Can’t get a “photo” of a Nexus card without some reflection. Stupid idea. Drop the ball again with a junk app.
Also, can’t get past the non-https website that process the Apple Wallet boarding pass. Sheesh, did anyone test this app?
Also, can’t get past the non-https website that process the Apple Wallet boarding pass. Sheesh, did anyone test this app?
Useless never signs in
The app ask to verify and never send a link and keep me logged out … major issue with UX
The Worst Airline App
The app is useless and does not work. When you try to change seats or use any other functionality it freezes. Then calling the airline to simply change a seat took 25 minutes, and they repeatedly tried to peddle their credit card before helping in any way. A total joke.
Trash!
This app is functionally unusable. I have tried to check in for my flight about 25 times now to no avail. Your customer service is also baseline incompetent.
So frustrating!
This app is terrible. It has asked me login and verify via email code 5 times. An error message pops up even though it says “all checked in”. Never flying Westjet again if this is the stress to go through to check in. Copy the United app! It’s the easiest and BEST airline app by far.
Trash
Trash all the way around
App Thinks I'm Not Checked In
Won't let me change my seats or add bags. Website directs me to the app. Bad app = bad airline.
Embarrassing!!
Couldn’t check in on line. Couldn’t add FF numbers. Useless.
Can’t check in
I am flying from Edmonton to New York via Calgary and it won’t let me check in. First, I tried checking in on delta but it won’t let me and it saying me to go to westjet app. I went on the westjet app, put my confirmation number and last name correctly, it saying trip not found.
Actually had to DELETE the app to check in for flight.
While attempting to both create an account and later while trying to check in, I was continually given error messages and informed that I had no internet connection when I was connected to fully functioning Wi-Fi and data networks. In an attempt to circumvent the problem, both times I had to use the mobile site on my device’s internet provider. While this did work for creating an account, the neither the mobile site nor the app would retain my booking number and flight information so every time I wished to access either, I continually had to re-enter all of my booking information. When it was time to check in, as mentioned before, I had to revert to the mobile site, but each time I reached a certain point in the process, it forcibly opened the app which, as stated previously consistently gave me error messages. I finally had to delete the entire app just to complete the check in process. Then had to re-install the app in order to attempt to use the in-flight content, but even then, connected to the inflight WiFi, I could not locate the inflight entertainment. Absolutely terrible experience using the app.
Cancelled my ticket 5 days before departure.
I booked my trip from Chicago to Edmonton a month in advance. They canceled my flight 5 days before departure. Even If they refund my money for the ticket (which I’m not sure yet), to buy new ticket for this date will cost me 5 times the price I originally paid a month ago. (4 July dates)
They screwed me up badly ((
They screwed me up badly ((
Zero customer service
Don’t do it. Fly with someone else.
WiFi
Awful and forever to download app - how can you not offer YouTube or any streaming service in 2025!!!!
Junk in 2025
It’s amazing how WestJet has failed to build a decent app in 2025. It doesn’t even allow you to login. Definitely don’t need it in my phone. Uninstalling.
Can’t access anything
Terrible app, needs to be updated. Where is the in flight entertainment ? I can’t use anything on it.
Won’t let me create account
I thought I’d sign up to see if there’s a benefit to booking a flight through the app, but it won’t even let me. I noticed other people have the same problem. What a horrible app if you can’t even create an account on it.
Easily the worst airline app
The West Jet app is one of the most disappointing apps on the market. It never works, does not load all my flights, has an awful UI, and does not show my TSA Precheck status on my boarding pass. Truly an embarrassment for a company to offer this
Unable to verify my passport and PR card
The whole App and the website both won't let me verify my passport, and PR card scan takes forever to complete. Need to visit kiosk every time.
terrible
its js bad it wont even give u a digital boarding pass other than a pdf and its so confusing
How bad can an app be?
Truly ineffective. This app was created without any attempt at end user confirmation by IT team. If they had they could have noted all the weaknesses of the experience.
App rarely works
This is by far the worst iPhone app I have installed. I have had this app for a week while I travel in Canada and have yet to successfully use it for anything. It freezes, and simply doesn’t work most of the time. Do t waste your time with it.
Terrible
Terrible app, can’t even sign in. Terrible airline, extremely ghetto don’t recommend.!!!
Inflight app doesn’t work
I like traveling with WestJet because of the price, but their app doesn’t work very well. I downloaded the app the day before my flight so I could have inflight entertainment, and it would not work on my phone. I got a flight attendant to help me and they couldn’t get it to work either.
Second and third flight, same thing.
Second and third flight, same thing.
Bag purchase failed costing me $$$
I attempted to purchase bags in the app before check-in for my flight. The transaction failed, telling me that I had to phone into customer support. I phoned customer support, but while I was on hold, the check-in window opened.
Customer support then told me I would need to pay $20 extra for my bags plus a convenience fee. When I told them I had a screenshot of the error on the app from before the check in window opened, they hung up on me.
Customer support then told me I would need to pay $20 extra for my bags plus a convenience fee. When I told them I had a screenshot of the error on the app from before the check in window opened, they hung up on me.
Won’t like to TSA Pre✅ for valid NEXUS membership.
For the last 6 months every time I check in the app will not show TSA Pre✅..I have a NEXUS card. I go the counter and sometimes they fix it and other times I’ve been told “it’s not my job…go back to NEXUS to get it fixed….
Prior to May 2024, never had the issue come up. Now, it’s every tine and the hassles at the counter to fix it are getting worse. Called customer service..it’s always someone else needed to fix this. No support whatsoever. Very sad how this airline has gone downhill so fast.
Prior to May 2024, never had the issue come up. Now, it’s every tine and the hassles at the counter to fix it are getting worse. Called customer service..it’s always someone else needed to fix this. No support whatsoever. Very sad how this airline has gone downhill so fast.
The nothing integrates
Definitely the worst of all airline apps. When you’re logged into your westjet rewards account and you go to checkin for a trip you have loaded your westjet rewards id number doesn’t automatically get filled in. Also right now I have a group booking and even though I put in my last name with the booking ID it now won’t let me checkin because it keeps coming up with someone with a totally different last name. What was the point in entering my last name if you’re not even going to use it. Not to mention everytime you try to do anything it spends a full minute or two “processing”. Fire your inside development team and give it back to robots and pencils when it actually worked.
App Design Failure. This needs a rework.
I don’t know where to start, but I will try. 1. The app does not remember six digit confirmation number. 2. About 70% through, the app will not let you proceed without a WestJet Rewards Number…. Guess what, you have to get that number on a different website. 3. The app is slow slow slow, 4. The app seems to have trouble with Known Traveller number vs the other security number. Come on guys. Anyway, it is a buggy app, and from the number of low ratings there appears to be little or no desire on the part of WestJet to address the issues. My guess is that WestJet operates on a shoestring budget. And this sort of nicety is below the decision making horizon.
Software Is Awful
I can't declare NY as my US state of residence. So I can't register. Charged my Amex for a seat reservation, but said there was an error in software. Since I don't have an account, how can I resolve this? Awful.
WestJet bad
Takes 20+ minutes to check in. App is slow as molasses. Can’t display boarding pass.
Impossible to check-in on app.
App is crashing again and again. Simple switch to website helped me.
QA team is not doing there job. Or there is simply now mobile QA team.
QA team is not doing there job. Or there is simply now mobile QA team.
Online check in
It would be nice if WJ could hire a programmer to make checking easier. Example; it would be helpful if the West Jet app could show the Boarding Pass.
Objective assessment
The other 1 star reviews I have read, even from years ago, are not surprising and still ongoing issues. Westjet employees hands are tied from helping customers in most cases as they were not able to help us with anything more than checking baggage and printing tickets. Those two basic functions were a struggle as well. The Westjet app is abysmal. Between this app and the limitations of the employees, it’s a wonder they remain in business. Fly Westjet if you don’t mind being stranded in foreign countries for days with no compensation, assistance, information or assurances while in transit.
Terrible app
This app has a terrible user experience and nothing is intuitive about it. It is also the slowest app I have ever used. It took me almost an hour just to check in for my flight, and it wouldn’t let me add a checked bag in the app.
Really hate traveling with Westjet
This will be the second flight in a row that my return seats have been “lost”. This isn’t the fault of the people on the ground, it’s entirely on corporate and piss poor management.
Add to their lack of general management ability, would it hurt Westjet to add some padding to the seats. I swear their taking the leftovers from Delta when they’re upgrading.
Add to their lack of general management ability, would it hurt Westjet to add some padding to the seats. I swear their taking the leftovers from Delta when they’re upgrading.
Worst airline app
The headline says all you need to know
Garbage
If you prefer customer service levels to the likes of Frontier or Spirit, this is your airline! I waited 2hrs and 1mn to get picked up on customer service. My flight was delayed and they then refused to use my $115 in credits to upgrade my seat. Not sure what business model they’re going for here but I won’t be a customer moving forward.
First and last time
Just awful. This is the first time and now the last time flying WestJet not only can we not pay for baggage ahead of time. We can’t check in ahead of time even though we’re asked to check in ahead of time their app their website nothing works. This has been so horrible. We spent two over two hours on the phone on hold today only to get disconnected nothingabsolutely no customer service. The worst airline I have ever flown.
HORRIBLE
If I could give 0 stars, I would. Truly the WORST airline experience I have ever had. They’ve had us trapped in a foreign country for over 24 hours with essentially zero communication regarding when we can expect to go home, paying over $400 USD out of pocket on hotels and food with no chance of reimbursement because “it isn’t their fault.” Their in-airport reps have been rude and won’t let us speak with their booking agents. Their call center won’t even accept calls and the few times the call has gone through I’ve sat on hold for 2.5 hours only to be disconnected without ever speaking with an agent. Their call back feature doesn’t offer any availability until after over 24 hours. Our flight still has yet to be rebooked. I am truly baffled by the lack of service and professionalism.
Can’t do anything
I can’t add bags, edit passengers, or check in to my flight. The error message says “don’t call, just do it at the airport “
+ 43 more in the clipboard copy
Sentiment summary
28%
Positive (4-5★)
6%
Neutral (3★)
66%
Negative (1-2★)