Sometimes despite our best efforts, items including mobility devices may be damaged or delayed. When a mobility device is damaged or delayed with WestJet, we do our best to care for your interim mobility needs, at our expense, and ensure that the repair of the damage is completed as quickly as possible. In the event of a delay, we will work to reunite you with your mobility device as soon as possible. In the meantime, we will make every effort to provide you with an equivalent model, but unfortunately - sometimes due to specific customization of the device or the particular WestJet destination - there may be significant challenges doing so. Sourcing appropriate rental mobility devices and/or the qualified technicians to service mobility equipment, especially those that are custom and computerized may take more time, or in some cases not be possible.
We take the delay or damage of a mobility device very seriously, and we follow up on every mobility file reported to us. This helps us to learn and understand the reason for each occurrence and work to prevent future occurrences. It is because of our sincere care for our guests, and because we recognize the importance of a mobility device for our guests that these processes are in place. In some respects, we are regulated in how we manage these situations. For details you can review this information in our Tariffs and conditions of carriage.
If a damaged aid cannot be repaired or is delayed and cannot be located within a reasonable period of time after arrival, we will replace it with a comparable item, or work with you to bring the matter to a mutual resolution. We will also reimburse you for any expenses you may incur because your mobility aid was damaged, destroyed or lost or if it was not made available to you at the time of your arrival at your destination.
Accessible Transportation for Persons with Disabilities Regulations require us to offer the option to make a special declaration of interest under Article 22(2) of the Montreal Convention or under Article 22(2) of the Warsaw Convention. However, because the repair or replacement of the mobility aid does not require a special declaration to be covered, we deem this option unnecessary.