Introduction to WestJet Airlines
When planning air travel in Canada or to international destinations, the name WestJet inevitably surfaces as one of the top choices. Founded in 1996, WestJet has grown from a small regional carrier based in Calgary, Alberta, into one of Canada's most recognized airlines, serving over 100 destinations across North America, Central America, the Caribbean, and Europe. But does name recognition equate to quality? In this in-depth review, we will explore every facet of the WestJet experience to answer the question that so many travelers ask: Is WestJet a good airline?
The airline industry is fiercely competitive, and travelers today have more options than ever before. Choosing the right airline can make or break your trip, affecting everything from your stress levels at the airport to the comfort of your in-flight experience. WestJet positions itself as a value-oriented carrier that provides friendly service, competitive fares, and a range of fare classes to suit different budgets. But how does it actually perform when put to the test?
History and Growth of WestJet
WestJet was founded by Clive Beddoe, David Neeleman, Mark Hill, Tim Morgan, and Donald Bell with the vision of creating a low-cost alternative to Air Canada. The airline started with just three aircraft serving five Canadian cities. The business model was inspired by Southwest Airlines in the United States, emphasizing low fares, point-to-point service, and a fun corporate culture.
Over the decades, WestJet has undergone significant transformation. The airline introduced its regional subsidiary, WestJet Encore, in 2013 to serve smaller Canadian communities. In 2018, WestJet launched its ultra-low-cost carrier Swoop, which was later reintegrated into the mainline brand. The acquisition by Onex Corporation in 2019 took the company private, enabling further strategic investments in fleet modernization and route expansion.
Today, WestJet operates a mixed fleet that includes Boeing 737 MAX aircraft, Boeing 737-800s, and Boeing 787 Dreamliners for long-haul routes. This fleet diversity allows the airline to efficiently serve both short domestic hops and lengthy transatlantic flights. The introduction of the Dreamliner, in particular, marked WestJet's serious entry into the premium long-haul market, offering business class pods comparable to those found on legacy carriers.
Cabin Comfort and Seat Quality
One of the most important factors for any airline review is seat comfort. WestJet offers several cabin classes depending on the aircraft and route. On domestic and short-haul flights aboard Boeing 737 aircraft, passengers can choose between Economy and Premium Economy. The standard economy seats feature a pitch of approximately 31 to 33 inches, which is comparable to most North American carriers. The seats are relatively modern with adjustable headrests and personal device holders on newer aircraft.
Premium Economy on WestJet provides additional legroom, typically around 34 to 36 inches of pitch, along with wider seats and enhanced recline. This class also includes complimentary snacks, beverages, and priority boarding, making it an excellent mid-range option for travelers who want a bit more space without paying for business class.
For long-haul flights on the Boeing 787 Dreamliner, WestJet offers a true Business Class product. The business class cabin features lie-flat pods with direct aisle access, premium bedding, noise-canceling headphones, and a multi-course meal service. The Dreamliner's larger windows, lower cabin altitude, and improved humidity levels also contribute to a more comfortable flying experience overall. Many reviewers have praised WestJet's Dreamliner business class as being on par with offerings from major international carriers.
Customer Service and Staff Friendliness
WestJet has long been known for its friendly and approachable staff. The airline's corporate culture emphasizes a positive attitude and genuine care for passengers, which is reflected in its consistently high customer satisfaction scores. Flight attendants are generally praised for being warm, helpful, and willing to go the extra mile to make passengers feel comfortable.
However, like all airlines, WestJet has faced customer service challenges, particularly during periods of high travel demand and operational disruptions. During the post-pandemic travel surge, some passengers reported longer-than-usual wait times when calling customer service and difficulties resolving issues related to cancellations and refunds. WestJet has since invested in improving its customer support infrastructure, including enhanced digital self-service tools and increased staffing at call centers.
At the airport, WestJet's check-in process is generally smooth, with self-service kiosks available at most major airports. The airline also offers online check-in starting 24 hours before departure, which is a convenient time-saver. Gate agents are typically well-organized and communicate boarding updates clearly, contributing to a relatively stress-free boarding process.
On-Time Performance and Reliability
On-time performance is a critical metric for evaluating any airline. WestJet's on-time arrival rate has historically hovered around 75 to 80 percent, which places it in the middle of the pack among North American carriers. While not industry-leading, this performance is generally acceptable and comparable to competitors like Air Canada and major U.S. airlines.
Weather-related delays and air traffic control issues can affect any airline's punctuality, and WestJet is no exception. The airline operates a hub-and-spoke model centered on Calgary, with secondary hubs in Toronto and Vancouver. During winter months, operations at these Canadian hubs can be affected by snow and ice, leading to delays. WestJet has invested in de-icing equipment and winter operations training to minimize the impact of adverse weather conditions.
When disruptions do occur, WestJet's communication has improved over the years. The airline sends proactive notifications via email and its mobile app, keeping passengers informed about delays, gate changes, and cancellations. The WestJet app itself has been praised for its user-friendly interface and real-time flight tracking capabilities.
Baggage Policies and Fees
WestJet offers a tiered fare structure that affects baggage allowances. The most basic fare, known as Basic, typically includes only a personal item. Standard fares include a carry-on bag and a personal item. Premium and Business fares include checked baggage allowances. This tiered approach is consistent with the industry trend toward unbundled pricing, where passengers pay for the services they use.
Checked baggage fees for Basic and Standard fares vary by route and destination but generally range from $30 to $50 CAD for the first checked bag on domestic flights. For international flights, fees may be higher. WestJet Rewards members and those with co-branded credit cards may receive discounted or waived baggage fees, providing additional value for frequent travelers.
WestJet's baggage handling has received mixed reviews. While most passengers report receiving their luggage without issues, there have been instances of delayed or mishandled bags, particularly during peak travel seasons. The airline has implemented improved baggage tracking technology to help mitigate these issues and provide passengers with real-time updates on the status of their checked bags.
In-Flight Entertainment and Amenities
WestJet's in-flight entertainment options vary by aircraft type. On Boeing 737 aircraft, the airline offers a wireless streaming entertainment system that allows passengers to access movies, TV shows, music, and games on their personal devices through the WestJet app or a web browser. While this means there are no seatback screens on most domestic flights, the content library is reasonably extensive and regularly updated.
On the Boeing 787 Dreamliner, passengers in all cabins enjoy personal seatback entertainment screens with a wide selection of content. Business class passengers receive noise-canceling headphones, while economy passengers can use their own headphones or purchase a pair onboard.
Wi-Fi is available on select WestJet aircraft, with plans underway to expand connectivity across the entire fleet. The current Wi-Fi service supports basic browsing, email, and messaging, though streaming performance can vary. Complimentary snacks and beverages are provided on most flights, with more substantial meal service available on longer routes and in premium cabins.
WestJet Rewards Program
The WestJet Rewards program is a dollar-based loyalty program that allows members to earn WestJet dollars on eligible flights and purchases. Unlike traditional mileage-based programs, WestJet dollars are straightforward and easy to understand, with members earning a percentage of their fare back as WestJet dollars that can be applied to future bookings.
The program has several tiers, including Teal, Silver, and Gold, each offering increasing benefits such as bonus WestJet dollar earnings, complimentary upgrades, priority check-in, and lounge access. The WestJet RBC World Elite Mastercard also provides additional earning opportunities and travel benefits.
While the WestJet Rewards program may not offer the same breadth of partner airlines and transfer options as programs like Aeroplan, its simplicity and the direct dollar-for-dollar value proposition make it appealing for travelers who primarily fly WestJet. The program is particularly advantageous for domestic Canadian travelers who fly WestJet regularly.
Safety Record and Fleet Maintenance
Safety is paramount when evaluating any airline, and WestJet has maintained an excellent safety record throughout its history. The airline has never experienced a fatal accident and consistently meets or exceeds the safety standards set by Transport Canada and the International Air Transport Association (IATA). WestJet is IATA Operational Safety Audit (IOSA) certified, which is recognized as the global benchmark for airline safety management.
The airline's fleet is well-maintained, with regular inspections and maintenance performed in accordance with manufacturer recommendations and regulatory requirements. WestJet's investment in newer aircraft, such as the Boeing 737 MAX and 787 Dreamliner, also contributes to its safety profile, as these aircraft incorporate the latest safety technologies and systems.
Final Verdict: Is WestJet a Good Airline?
So, is WestJet a good airline? The answer is a qualified yes. WestJet offers a solid travel experience that balances competitive pricing with reasonable comfort and service quality. The airline excels in staff friendliness, fleet modernization, and its straightforward rewards program. Its Dreamliner business class product is particularly impressive and competes well with larger international carriers.
However, WestJet is not without its shortcomings. On-time performance could be improved, baggage handling has room for growth, and the basic fare class can feel restrictive for travelers accustomed to more inclusive pricing. Customer service response times during disruptions have also been a pain point, though the airline is actively addressing these issues.
For Canadian travelers seeking a reliable and friendly airline for domestic and international flights, WestJet remains a strong choice. For international travelers considering WestJet for transatlantic or Caribbean routes, the Dreamliner experience offers excellent value, particularly in business class. Ultimately, WestJet delivers a good overall experience that meets the needs of most travelers, making it a worthy contender in the competitive airline market.
