The WestJet Group of Companies today announced it will begin providing refunds to original form of payment for those guests with flights cancelled by WestJet and Swoop, from any time period, for any fare including Basic Fare, as a result of the COVID-19 pandemic.
Starting Monday, November 2, 2020, WestJet will systematically contact eligible guests, beginning with those with flights cancelled at the onset of the pandemic. The refund process is expected to take six to nine months to work through eligible requests. Further information is provided at the bottom of this release.
"We are an airline that has built its reputation on putting people first," said Ed Sims, WestJet President and CEO. "We have heard loud and clear from the travelling public that in this COVID world they are looking for reassurance on two fronts: the safest possible travel environment; and refunds. We have been delivering on a safe environment through our Safety Above All program since the onset of the pandemic and as of Monday, November 2, we will proactively provide refunds to original form of payment to itineraries cancelled by WestJet and Swoop."
"It has been incredibly disheartening for anyone working here at one of Canada's most beloved brands not to be able to demonstrate that we have our guests at the heart of every decision," continued Mr. Sims. "Through the efforts of thousands of WestJetters, we are confident that we can now begin providing refunds proactively. We are the first national airline in Canada to do so."
Effective Monday, November 2, 2020 guests eligible for a refund to original form of payment will be proactively contacted by WestJet, beginning with those flights cancelled by the airline at the start of the pandemic. WestJet expects there will be an administrative backlog and asks for guests to wait to be contacted as we work through requests as quickly as possible.
A message from Ed's Sims to guests is available on westjet.com.