Accessibility questions or concerns

If you have a complaint or concern during your travel, please contact an airport agent for assistance. If they are unable to assist with a disability specific complaint, they will be able to contact a complaint resolution officer (CRO) who is available by phone for all flights that start or end at airports in the United States.

The CRO will resolve disability-related issues regarding discrimination, accommodations, or services in accordance with the U.S. Department of Transportation's Rule on "Non-Discrimination on the Basis of Disability in Air Travel" (14 CFR Part 382).

If you would like to provide us with a general comment or a complaint after you have travelled, you may do so using any of the following methods identified in the Contact Us section.

Written confirmation of services

After you have completed making a reservation, accessibility services will be indicated on your emailed itinerary. If you request services at the airport, one of our agents will be able to assist you and provide you with a written confirmation of these services.

We will provide confirmation of services for WestJet and WestJet Encore operated flights. If you have reserved travel on another carrier or partner airline please contact the other carrier directly to request and confirm any accessibility-related services.

Group bookings

If you are travelling as part of a group of 10 or more individuals, and anyone within your group is a person with a disability, you may need to provide WestJet with advance notice if you require services beyond the assistance services we provide for all guests with special needs. Advance notification requirements are outlined on each page for specific disability requests. You can identify required services by reviewing our guests with special needs section.

Refusal of transportation

WestJet will make every effort to accommodate guests with special needs, however, in the event we have refused to transport you, your mobility aid, or your service dog, we will advise you of the reason for denial and provide you with a written explanation for the denial no later than 10 days after the day of the refusal. In any explanation, we will include a detailed reason for the denial, any relevant policy or regulation, the duration of the refusal and any conditions under which we could accept you, your mobility aid or your service dog for transport.

We will work with you to identify alternative transportation whenever possible. In cases where an alternate trip is booked with WestJet, we will charge the lesser of the original fare and the fare of the alternate trip. In the case where we are not able to accommodate travel on any WestJet flight, we will provide a refund of the full fare and taxes (as permitted) to the original form of payment.

Retention of documents

To assist you in future service requests, we will offer to keep an electronic copy of all personal health information or documentation provided for at least three years.

We may need new or updated documentation during this three-year period to ensure safe travel:

• for medical conditions that may improve or deteriorate over time
• if your mobility aid, battery or accessories change

All information is retained and handled in accordance with the WestJet Privacy Policy.