Guest service plan
As we remain committed to providing a great guest experience, we've developed a plan in accordance with the Enhanced Protections for Airline Passengers U.S. Department of Transportation (DOT) regulations (14 CFR Part 259) to help us do so. The following details comprise our guest service plan.
Offering our lowest available fare
Whether you call us, book through our website or walk up to the WestJet counter at one of our airports, we'll always offer you our lowest available fare. We don't have minimum or maximum stay-over requirements and we quote our fares on a one-way basis including applicable taxes, fees and charges. For more information, please see our fares.
Allowing you to cancel within 24 hours of booking without a fee and providing a prompt refund
If you change your mind and want to cancel your flight, we offer you the option of cancelling within 24 hours of booking at no charge provided you made your reservation at least 24 hours before the scheduled departure time (where flights are departing on the same day of booking, we require two hours-notice). Your refund will be processed based on how your reservation was made, and the fare level you purchased. For details on how the refund will be processed, please see our service fees. Although we process all refund requests no more than seven business days after we receive a request, it may take your credit card company a little longer to credit your account. For cancellations to a booking purchased with cash at one of our airport locations, we will refund to cash when available or by cheque within 20 days after we receive a refund request. We will refund fees paid for unredeemed optional services due to an oversale situation or flight cancellation.
Disclosing your travel itinerary, other policies and information that may affect your travel
We will provide you with information on the policies and promises that affect your travel including:
Details on our WestJet Rewards program
Our rules, restrictions, and redemption information is available here.
Our aircraft configuration
Information on our aircraft configuration is available through our agents at our airport locations, by calling 1-888-937-8538 and under our fleet. We provide details about the location of the lavatories onboard, the seat width and the pitch of the seat (which is a fancy way of saying how much legroom you'll get).
Handling oversold flight situations
Unlike most airlines, our flights are not intentionally oversold. In the unlikely event that this does occur and we can no longer accommodate you on a flight to/from or within the United States, we will put you on the next available flight or offer you a refund of your fare. We will also provide a refund for any pre-paid optional/ancillary services lost due to a cancellation or overbooking.
Notifying you of flight delays, cancellations and diversions and how we mitigate inconveniences that result from these flight interruptions
We know that any type of interruption to your schedule is inconvenient. We strive to keep you informed, provide you with information and minimize the inconvenience. For flight disruptions to flights departing, arriving or diverted through the United States, please see delays, cancellations and diversions for more information.
Accommodating guests with special needs including tarmac delays
We're happy to provide additional service for our guests with special needs, including transportation to, from or between gates (by wheelchair or by WestJet folkswagon). From assistance at the airport, on our aircraft, boarding and deplaning to assistance during delays, cancellations or diversions, we will ensure that your needs are properly accommodated.
Delivering your baggage on time
We do our best to deliver your baggage on time — and understand the inconvenience that results when we don't. WestJet will make every effort to return mishandled baggage within 24 hours. We will also provide compensation for reasonable expenses related to delayed delivery, and reimbursing passengers for any fee to transport a lost bag. Please see our delayed, damage and/or missing baggage page for more information.
Ensuring good customer service from our code-share partners
We're proud to have agreements with our code-share partners that ensure you receive excellent service whenever you travel on a WestJet ticket. Information on our partner airlines' current policies and procedures can be accessed through a link to their website from our airline partners page.
Giving us feedback – good or bad
We appreciate hearing about your experience with us. If you would like to provide us with feedback, please see our contact us page and select the give feedback tab.