Last month, WestJet marked the second anniversary of its accessibility plan, underscoring a strong and ongoing commitment to making air travel more inclusive for guests with disabilities. Since publishing its first accessibility action plan in June 2023, the airline has undertaken a series of initiatives aimed at removing barriers and fostering greater accessibility. These efforts span from technological upgrades to staff training and policy refinements, with more initiatives underway and planned to further enhance accessibility in the coming years.
“As WestJet looks to the future, we remain committed to investing in technology, services, policies and training that support an inclusive travel experience for all our guests,” said Jacqui McGillivary, WestJet Executive Vice-President and Chief People Officer. “Our 2025 progress update is an important checkpoint on our path to making air travel more accessible and we welcome feedback from all voices to help ensure our actions are meaningful and effective.”
Prioritizing mobility support
Mobility services account for the majority of accessibility-related requests, approximately 85 per cent in 2024, making them a high priority for WestJet. Over the last two years, WestJet introduced four new IATA-standard special service request codes for mobility services, allowing guests to better communicate their needs during booking, improving flight preparations for those travelling with various types of wheelchairs and mobility support needs.
Improving the onboard experience
WestJet has made significant strides to enhance physical accessibility onboard aircraft. Its entire Boeing 737-700 NG fleet now features Braille and raised-character row markers, assisting guests with visual impairments in navigating the cabin more independently. The airline is actively working to make this available fleet-wide through update programs that extend to other WestJet aircraft types.
Enhancing inflight entertainment and connectivity
The rollout of new WestJet Wi-Fi presented by TELUS offers free high-speed streaming quality internet and is in progress to be implemented across WestJet’s narrowbody fleet. This connectivity is especially valuable for guests with disabilities who rely on personal devices and software tailored to their needs as it will fully enable the use of their own devices with high-speed connectivity throughout their flight.
Advancing digital and mobile accessibility
WestJet strives to make its digital and self-service channels highly accessible so that all guests can interact with the airline in their channel of choice. The airline is driving continuous improvement by advancing the benchmark for its website accessibility standards from level WCAG 2.1 AA to level WCGA 2.2 AA. Independent third-party audits to those standards support the continual enhancements of online services, including new functionalities for booking mobility devices and streamlined special service request options for guests who need mobility support.
For the thousands of service dogs flying annually, WestJet launched a revamped online registration process to simplify travel logistics, simplifying pre-travel planning and ensuring tailored in-flight support.
Strengthening policy and training
In August 2024, WestJet refreshed accessibility training for its entire flight crew, ensuring captains and first officers are prepared to confidently support guests with a wide range of needs.
WestJet’s commitment to accessibility extends into its workplace. In May 2024, the airline appointed a senior leader dedicated to Diversity, Equity and Inclusion (DEI), tasked with driving efforts to reduce employment barriers for individuals with disabilities.
Recent initiatives include comprehensive leadership training on accommodation duties, refinement of workplace accommodation policies and enhanced return-to-work programs supporting employees with temporary or permanent needs.
Supporting guests with non-visible disabilities
In May 2025, WestJet joined the Hidden Disabilities Sunflower program. As part of this initiative, the airline provides sunflower lanyards to guests who wish to discreetly signal the need for additional assistance when they have an accessibility challenge that may not be apparent. Employees worldwide have received training to recognize and respond to these cues with empathy and care.
Collaborating for a more inclusive future
WestJet continues to engage extensively with the disability community, advocacy groups and industry forums, including the National Airlines Council of Canada, the Canadian Transportation Agency’s Accessibility Advisory Committee, a new memberships with IATA’s Service Dog Taskforce and the Canadian Accessibility Network. As it acknowledges two years of progress, WestJet remains firmly committed to building a more inclusive travel experience—one where everyone feels seen, supported, and empowered to explore.
Guest and employee feedback can be provided to WestJet through various channels, which are outlined on WestJet.com. Since launching a feedback mechanism in 2023, WestJet has carefully reviewed nearly 300 pieces of input from guests, using the insights to prioritize and implement meaningful improvements.
To learn more, the full 2025 progress report can be found on WestJet.com.
A synopsis of WestJet’s 2024 progress report can be found on the WestJet Newsroom.