Contact us – persons with special needs

Contact us – persons with special needs

Call us toll-free (1-866-693-7853) or email us (disabilityassistance@westjet.com) if you are a person with special needs and have an inquiry or if you are experiencing difficulties accessing WestJet.com.

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Multiple formats policy

The WestJet Multiple Formats Policy was created to meet the needs of our guests with disabilities by providing alternative formats that complement or replace conventional print and video products used to describe the services provided by WestJet, wherever it is practical to do so. We will update this policy as new technology, products and services are introduced.

Scope

WestJet provides guests with disabilities information and documentation in multiple formats regarding the services WestJet provides. All information is provided free of charge, and can be provided in more than one format, if requested, and multiple copies may also be requested of any available format. If we are not able to provide the information or documentation you request, we may offer alternate formats, when available and appropriate to do so. Some information may not be immediately available. Please see Part IV for more information on availability.

Format types for printed documents

DVDs, CD-ROMs, emails and information on the website containing text and descriptions of graphics that are compatible with text readers and browsers – primarily used by persons who are blind or who have low vision.

Printed publications using a 14 point font or larger with sans-serif font and good contrast will be used where practical – primarily used by persons who have low vision or cognitive or learning disabilities.

Audio recordings of printed documents – primarily used by guests who are blind, or who have low vision or cognitive or learning disabilities. These will be made available upon request within a reasonable time frame.

Tactile reading system that uses raised dots – primarily used by persons who are blind, deaf-blind or who have low vision. Braille is currently available in English and French by means of a supplemental passenger safety briefing card that is on board all aircraft in the fleet. In addition to the supplemental briefing cards, tactile row markers are being installed across the fleet. This program will be expanded as required and reviewed on an ongoing basis.

Format types for video products

Written text provided at the bottom of the screen that includes subtitles of spoken words, identification of the speaker and description of sounds – primarily used by guests who are deaf, deafened or hard of hearing, but can be used by other guests and is especially useful in noisy environments. Open captions can be seen by everyone, while closed captions are visible only by using a decoder. Currently no video products are employed by WestJet in its regular operations. Considerations for these types of enhancements for future promotional material and any video releases to the general public will consider incorporating this as practicable.

Videos that provide sign language interpretation of dialogue and text using an inset screen showing the interpreter – primarily used by guests who are deaf, deafened or hard of hearing who use sign language. Currently no video products are employed; however, should video products be incorporated into our services, every effort will be made to incorporate this feature where practicable.

Videos that contain audio descriptions of the action on the screen – primarily used by guests who are blind or who have low vision. Currently no video products are employed; however, should video products be incorporated into our services, every effort will be made to incorporate this feature where practicable.

List of information provided by WestJet and the formats available

 

Information

Formats available

WestJet availability

General public information including business information and financial reports

Website

 

Email

 

Large print

 

CD

 

TTY phone system

Readily**

 

Readily

 

On request*

 

On request*

 

7 days a week 1 p.m. to 4 p.m.
Public information on services provided to guests with disabilities

Web site

 

Email

 

Large print

 

CD

 

TTY phone system

Readily**

 

Readily

 

On request*

 

On request*

 

7 days a week 1 p.m. to 4 p.m.
Guest’s travel information (e-ticket print out, itinerary, and any other printed information related to the guest’s trip)

Email

 

Large print

 

CD

 

TTY phone system

Readily

 

Readily

 

On request*

 

7 days a week 1 p.m. to 4 p.m.
In-flight (seat-pocket) WestJet magazine N/A N/A
In-flight safety demonstration

No on board video products

 

Narrative of the Safety Demonstration in a supplemental passenger safety briefing card in large print and Braille

N/A

 

Readily available – on board all aircraft

In-flight safety video

No on board video products

 

Narrative of the video in a large print format

 

Supplemental passenger safety briefing card in large print and Braille

N/A

 

On request*

 

 

Readily available – on board all aircraft

Annual Report

Website

 

Email

 

Large print

 

CD

Readily

 

Readily

 

On request*

 

On request*

Please contact us toll-free at 1-888-937-8538 for assistance and additional information on the range of services provided to our guests with varying abilities.

* Available on approximately one week’s notice
** Jaws enabled