Accessibility plan
Executive Summary
Collectively called the WestJet Group, the group includes WestJet (“WestJet”), WestJet Encore Ltd. (“Encore”) WestJet Vacations Inc. (“WVI”) and Sunwing Vacations. WestJet and WestJet Encore are Canadian airlines.
The WestJet Group strives to maintain a welcome, inclusive, barrier-free environment for all our guests and employees. Our priority is to meet various accessibility needs by working towards removing obstacles that prevent people with disabilities from working and travelling with WestJet. We are committed to meeting the requirements outlined by the Accessible Canada Act (ACA) and Accessible Transportation for Persons with Disabilities Regulations (ATPDR) by:
- Collecting feedback from our guests and employees related to accessibility; and
- Adhering to and updating this accessibility plan and reporting schedule.
This plan outlines our commitment to improving accessibility throughout all facets of our organization by identifying accessibility barriers and creating or amending policies and procedures that impact our employees and guests travelling with us.
Accessibility commitment from our Chief Medical Officer
At the WestJet Group, our mission is to enrich the lives of everyone in WestJet's world, and this is inclusive of those who may need more specific assistance throughout their travel journey. Welcoming our guests on board requires our signature attention to detail and awareness by helping to remove accessibility barriers. This policy underscores our commitment in this area, by both ensuring an environment that remains welcoming and friendly, and continuously evaluating and improving our guest service delivery.
We hope you enjoy your experience with us, and we thank you in advance for choosing to fly WestJet.
Dr. Tammy McKnight – Chief Medical Officer
WestJet Group
WestJet’s Director of Regulatory Affairs & Accessibility remains the organization’s senior leader responsible for overseeing accessibility initiatives and investments through the continuous advancement of WestJet’s accessibility plan.
Accordingly, as part of this accessibility plan, WestJet reconfirms that its designated point of contact for receiving feedback on accessibility, its accessibility plan, and its progress reports remains WestJet’s Director of Regulatory Affairs & Accessibility. WestJet continues to welcome any accessibility-related feedback to be directed to that individual via any of the contact methods outlined in this accessibility plan.
WestJet provides several avenues for those wishing to provide feedback regarding accessibility, as further detailed in the Feedback section which follows immediately below. These avenues may also be used for those requesting an alternative format version of WestJet’s accessibility plan, progress reports, or the description of the feedback process.
WestJet welcomes ongoing feedback on accessibility, including any challenges or successes experienced or observed throughout the travel journey, as well as input on its accessibility planning. The feedback helps WestJet better understand where opportunities exist to enhance accessibility and work toward a more barrier-free experience for guests. All feedback is meaningfully considered and feedback submissions with contact information will be acknowledged.
Feedback may be provided, including anonymously, via any of the following available methods:
Since the publication of WestJet’s 2025 progress report, feedback has been received across a range of accessibility-related topics. During the 12-month period ending in April 2026, a total of 694 accessibility-related feedback submissions were recorded. Key themes identified include:
- Service delivery at airports
- Clarity of website content and the booking process for accessibility services
- Seating and accommodation considerations for guests travelling with service dogs
- Requests for alternative formats of prior Accessibility Plans and Progress Reports
Much of the feedback received relates to specific travel experiences and these insights are critical in both recognizing what is working well and identifying opportunities for improvement. This plan reflects the themes most frequently raised through guest and public feedback.
This accessibility plan has been developed with consideration of both direct guest feedback and broader trends observed across the travel journey. WestJet uses this information to identify recurring barriers, prioritize areas for improvement, and guide decision-making toward a more accessible guest experience.
WestJet also monitors broader guest experience metrics through post-travel surveys using standardized rating scales. Between June 2025 and May 2026, guests who requested accessibility services reported higher satisfaction scores than the overall guest population across key travel touchpoints, including check-in, departures, connections, lounges, inflight, and arrivals. These guests also rated WestJet more positively across experience measures related to ease of travel, communication, and overall comfort throughout their journey, including whether they felt appreciated, welcomed, and adequately informed. Across these measures, scores from guests who requested accessibility services were generally 10 percentage points higher than those of the overall guest population. WestJet’s Net Promoter Score, an industry measure of guests’ likelihood to recommend an airline, was higher among guests who requested accessibility services than among the overall guest population during this reporting period, indicating a more positive overall perception of the travel experience.
These results suggest that WestJet’s accessibility supports and services are having a positive impact on the guest experience. This data complements direct feedback and helps inform improvement priorities. We continue to actively work toward opportunities to increase accessibility and consistently deliver the services guests need in order to maintain and improve these positive indicators.
Based on trends observed through feedback regarding the accessibility of WestJet’s digital information and communication channels, we have initiated a review of existing accessibility-related web content to support clearer and more intuitive access to information.
As part of this work, WestJet has reviewed portions of its accessibility-related webpages and continues to update and clarify content. This includes clarifying expectations and processes, while making information more direct and easier to understand. In addition, certain accessibility-related content has been reorganized to pages that more intuitively align with the subject matter, with the intent of making information easier for guests to locate during their journey planning.
WestJet is making targeted improvements to elements of the new reservation booking flow for specific accessibility services. Guest feedback and internal trend analysis identified instances where guests were self-selecting mobility assistance services that did not align with their needs or the nature of the services offered, leading to challenges on their day of travel. In response, WestJet has updated aspects of the booking experience to provide clearer descriptions that support more informed self-service selections of accessibility services, helping ensure guests receive the level of assistance that best meets their needs, while also reducing the need for follow-up clarification. Context-specific pop-up prompts have also been implemented to provide in-the-moment support so that guests can select the accessibility services best suited to their needs.
Similarly, WestJet has improved the post-booking emails sent to guests who request accessibility services. These updates include clearer language, improved explanations of the services requested, and straightforward instructions on how guests may amend or update their accessibility services if their needs change.
Finally, in anticipation of the upcoming ICT requirements under the Accessible Canada Act related to the accessibility of employee-facing webpages, WestJet will take steps to determine the applicability of clauses 4 - 7 and 9 of the ICT standards. WestJet will align its timelines with the targeted implementation date set by Employment and Social Development Canada.
WestJet continues to provide training for its staff who interact with passengers that emphasizes the importance of communicating in a manner that is informed, respectful, and accessible to persons with disabilities. This includes guests with visual or hearing disabilities, as well as other non-visible disabilities, who continue to also be supported through WestJet’s participation in the Hidden Disabilities Sunflower program that provides an additional avenue for these guests to discretely signal their needs.
With respect to communication separate from ICT, WestJet continues to monitor feedback and engagement to better understand guest needs and expectations. WestJet remains committed to encouraging open dialogue and welcomes input from guests and the public to help inform future improvements.
In 2025, WestJet purchased a new model of onboard wheelchairs for use across its Boeing 737 fleet. The onboard wheelchair selected is the Airchair II model, which is designed to support safe and assisted movement of guests within the aircraft cabin. The Airchair II is designed to meet all applicable regulatory requirements.
Following this purchase, WestJet began installing the new onboard wheelchairs through multiple pathways, including replacement of existing equipment as part of normal renewal cycles and installation on newly delivered aircraft. These approaches support the continued availability of state-of-the-art onboard wheelchairs across WestJet’s fleet.
As of the publication of this accessibility plan, the initial phase of Airchair II wheelchairs have been installed. WestJet will continue installation and report updates in future progress reports.
Additionally, as noted in the Information and communication technology (ICT) section, there are upcoming requirements under the Accessible Canada Act related to ICT standards. One of these requirements applies specifically to digital procurement. It will involve a conformity assessment, including a gap analysis against applicable ICT accessibility standards, when procurement involves new or updated web pages, or mobile applications. To prepare for these requirements coming into effect, WestJet will develop an approach to ensure that digital procurement incorporates accessibility and conformity assessments as required by regulation. WestJet will align with the targeted implementation date set by Employment and Social Development Canada for these measures.
WestJet’s approach to design and delivery focuses on creating accessibility programs that are simple for guests to use and are practical to deliver. The initiatives outlined in this section are intended to support a more accessible and seamless travel experience across our operations.
As part of this approach, WestJet proudly participates in the Hidden Disabilities Sunflower program, through which WestJet provides sunflower lanyards as a voluntary and discreet way to allow guests to indicate that they may require additional time or assistance while travelling. Feedback received from guests thus far has been positive, and demand for lanyards has remained steady since implementation in May 2025, with approximately 2,200 distributed to guests to date. Guests have shared their appreciation for seeing the program increasingly recognized across Canada, as broader participation helps reduce the need to repeatedly explain their needs and also removes barriers throughout the travel journey beyond the airline. To further support effective participation in the program, WestJet regularly participates in webinars offered by the Sunflower team throughout the year. These sessions, covering topics such refresher training and awareness of non-apparent disabilities, are designed to support learning, respectful conversations, and promoting inclusive environments – all well aligned with WestJet’s accessibility objectives.
In December 2025, WestJet achieved an important industry milestone by working alongside the National Airlines Council of Canada (‘NACC’) member carriers to launch a common, standardized air travel requirements form for passengers with complex health needs. Developed in collaboration with NACC, Air Canada, Jazz Aviation LP, Air Transat, and WestJet, the standardized form replaced the individual airline-specific forms previously in use. This means that guests are no longer required to complete different documents, potentially incurring duplicate costs, when travelling with different carriers. This reduces burden on both guests and health care professionals. Importantly, the new form does not introduce new requirements or expand the travelers who need to submit this form for their travel. Further details on this joint initiative can be found in the NACC news release.
In relation to service dogs, WestJet’s design and delivery approach has focused on strengthening both ease of access for guests and confidence in how services are provided. Since the introduction of WestJet’s online service dog registration program in 2025, 590 service dogs have been registered, allowing guests to more easily make reservations that include their service dog.
Increased use of the program, along with new insights gained through data and engagement, has supported the need for review and refinement of WestJet’s acceptance criteria to safeguard the integrity of this critical service. This review is particularly important as WestJet continues to expand its international network, including the addition of new destinations such as Brazil, Portugal, Denmark, and multiple new stations in the United Kingdom, to name a few. These destinations, like many across WestJet’s existing network, are subject to varying regulatory and other acceptance requirements for service dogs. As a result, WestJet has committed to reviewing and streamlining its acceptance criteria in 2026 to help guests understand and manage the differing requirements that may apply to their journey.
WestJet also accepts service dogs in training and is currently the only Canadian airline to formally offer this service. As part of the ongoing review of its service dog programs, WestJet is strengthening this offering to ensure participation is focused on recognized service dog training organizations. This work supports a safe and consistent experience for the in-training service dogs and their trainers, as well as the guests and WestJet staff that they travel along side.
Through feedback that WestJet has received, two key transportation-related priorities were identified: the safe and reliable transportation of mobility aids and the accommodation of guests travelling with service dogs. WestJet has taken targeted actions in both areas, and we continue to assess opportunities to reduce barriers and strengthen operational consistency.
With respect to mobility aids, WestJet continues to focus on reducing damage and increasing service predictability for guests. As reported in prior progress reports, over the recent several years WestJet has clarified and increased consistent application of a number of protocols with respect to handling mobility devices. WestJet’s data now shows that these measures have delivered important improvements in the handling of mobility aids, which was the objective. Between 2024 and 2025, damage reports related to non-motorized wheelchairs decreased by approximately 11%, while damage reports related to motorized wheelchairs decreased by approximately 24%. These improvements reflect ongoing efforts across handling procedures, in particular the consistently upright protocol for the handling of powered mobility aids which was introduced in 2024. WestJet will continue to report on progress in future accessibility updates.
In parallel, WestJet has implemented a procedural enhancement on all flights to and from the U.S. to support transparency and communication for guests travelling with mobility aids. This is in line with U.S. Department of Transportation (“U.S. DOT”) publication “Ensuring Safe Accommodations for Air Travelers with Disabilities Using Wheelchairs”, which updated certain provisions of 14 CFR Part 382 in phases beginning in January 2025. By December 2025, U.S.-specific information is available at airport departure counters and cabin announcements are made upon arrival as soon as all loaded wheelchairs and scooters have been offloaded from the aircraft. This provides guests with reassurance about the handling of their mobility device both prior to departure and prior to deplaning, and supports consistent communication between WestJet’s airport, cabin, and ground handling teams.
As mentioned within the Design and delivery of programs and services section, the use of WestJet’s service dog registration program has increased thanks to the investments made in usability and features. Our focus in this area also includes better understanding the seating needs of service dogs and their handlers. In November 2025, WestJet hosted trainers from Pacific Assistance Dog Society (PADS) at its Calgary campus, including five service dogs of varying sizes. These dogs would be considered large or extra-large under current Canadian Transportation Agency guidance1. An assessment was conducted inside an aircraft, allowing WestJet to evaluate the space requirements associated with accommodating a service dog and handler in a real aircraft environment. The insights gained from this assessment are informing an ongoing review of service dog protocols, which will continue during the upcoming accessibility planning period.
WestJet continues to assess elements of the onboard built environment that impact the accessibility and consistency of the guest experience. This work is informed by guest feedback, and broader industry developments.
WestJet is preparing for the introduction of the U.S. DOT requirements for airlines to provide a visual barrier, on request, to ensure privacy for guests with disabilities who must use the lavatory with the door open on certain single-aisle aircraft. This requirement will apply to new aircraft delivered to airlines on or after October 2, 2026. WestJet is currently exploring potential solutions and actively engaging with vendors to support compliance with these requirements that will apply to Canada-U.S. transborder flights. WestJet will meet the U.S. DOT’s requirements as they come into force.
As part of its fleet planning activities, WestJet is working to reduce the number of different seat configurations across the fleet where possible, with the objective of supporting greater predictability and more consistent guest experience generally, which will be of particular benefit to persons with disabilities as they plan their journeys and anticipate the level of support they may require. WestJet will provide further, more detailed progress in future accessibility publications.
WestJet is a large carrier as defined in the ATPDR. WestJet will continue to operate in compliance with those sections applicable to aircraft and air carriers under Parts 1, 2, and 3 of the ATPDR.
As part of this compliance, WestJet also complies with the applicable requirements of the Accessible Transportation Planning and Reporting Regulations (the “ATPRR”). This accessibility plan meets the requirements of the ATPRR and related guidance documents on accessibility planning published by the Canadian Transportation Agency.
For more information regarding these regulations, the ATPDR may be accessed here and the ATPRR may be accessed here.
WestJet continues to engage in both external and internal consultations to inform its accessibility efforts and ensure diverse perspectives are considered. The consultations described below contribute directly to the ongoing development of WestJet’s accessibility planning by providing insight, expertise, and lived-experience perspectives.
Externally, WestJet remains an active participant in a number of industry-led working groups focused on accessibility. This includes ongoing participation in the National Airlines Council of Canada (NACC) Service and Accessibility Committee, the Canadian Transportation Agency’s Accessibility Advisory committee, the IATA Service Dog Taskforce, the Canadian Accessibility Network, and the Hidden Disabilities Sunflower program. WestJet also participates in Boeing’s Accessible Air Travel working group, which brings together airlines to explore accessibility innovations.
Internally, WestJet’s accessibility task force remains active and plays a central role in guiding accessibility-related work across the organization, specifically across development of new initiatives and policies. WestJet also maintains an internal accessibility discussion group comprised of employees who have self-identified as living with a disability. This group provides valuable insight into the employee experience and will continue to evolve during the 2026-2029 accessibility planning and reporting cycle.
In addition, WestJet continuously interacts with guests, particularly those who experience a challenge during their travel. These cases remain critical in informing the priorities for WestJet’s ongoing efforts to improve accessibility.
Past publications
Accessibility Plan June 2023 - PDF
Accessibility Plan Progress Report June 2025 - PDF
Accessibility Plan Progress Report June 2024 - PDF - Audio (m4a)
Accessibility Plan Progress Report June 2023 - PDF