Flight and service disruptions

Welcome to the flight and service disruptions page for WestJet and WestJet Encore-operated flights. Think of this as your one-stop shop to find all the information you need, and want to know about your rights as a guest when travelling with us. From lost or damaged baggage to flight delays, cancellations or schedule changes and from denied boarding to our tariffs and your privacy, we've got it all right here.

We are committed to doing our best to deliver your baggage on time — and understand the inconvenience that results when we don't. WestJet will make every effort to return mishandled baggage as soon as possible. We will also provide compensation for reasonable expenses related to delayed delivery, and reimbursing guests for any fee to transport a lost bag (please see Coverage).

You can also review our domestic tariff, specifically section 7.6 and 7.7 (Baggage delays and limitation of liability for baggage or goods) for more information.

WestJet's limitation of liability as a result of damage or loss is including incidental expenses up to 1,131 Special Drawing Rights (SDRs) per guest/per bag (approximately $1,800 CAD). Our team requires your assistance in determining the value of your goods, and once an agreement is reached, the value will be provided to you.

If you have purchased excess valuation - which is available at the airport, prior to departure, for a fee - the maximum liability is $3,000 CAD/USD (which includes the standard 1,131 SDRs).

In the event that a bag is lost, you will be reimbursed for your baggage fee in addition to settlement for the loss of baggage.

You can also review our domestic tariff, specifically section 7.6 and 7.7 (Baggage delays and limitation of liability for baggage or goods) for more information.

While we do our best to make sure that you and your baggage arrive together, there are times when baggage may be delayed. If you find yourself in this unfortunate situation, please take note of the following:

  • Delayed baggage must be reported to WestJet within 30 days of your flight's arrival.
  • A WestJet representative will create a delayed baggage report for you. You'll be asked for your contact information and a description of your baggage and its contents to assist in the search.
  • Once this report has been completed, a WestJet representative from Baggage Services will advise you of the next steps.
  • During the first five days, we will work to locate your baggage. If your baggage is not recovered in five days, our Central Baggage team will take over the search.
  • For flights within the Americas, you will be reimbursed up to $100 CAD/USD for the first 48 hours while your bags are delayed. After 48 hours, you will be authorized to be reimbursed a further $150 to a total of $250.
  • For flights into Europe, you will be reimbursed up to the equivalent of $100 CAD in either Euros or GBP.
  • For all flights, if after 21 days your baggage is still not found, you will be reimbursed up to the equivalent of 1131 special drawing rights (approximately $1,800 CAD depending on currency fluctuations) in replacement value for your baggage.

For more information, please visit our delayed, damage and/or missing baggage page. You can also review our domestic tariff, specifically section 7.6 and 7.7 (Baggage delays and limitation of liability for baggage or goods) for more information.

Please see our domestic tariff for details on our liability for damaged baggage (Rule 7, section 7.7 Limitation of liability for baggage or goods). You can also visit our delayed, damage and/or missing baggage page.

We know that any type of interruption to your schedule is inconvenient. We strive to keep you informed, provide you with information and minimize the inconvenience.

For flight disruptions to flights departing, arriving or diverted through the United States, please see delays, cancellations and diversions for more information. Plus, we do not oversell our flights.

We will attempt to notify you of flight delays, cancellations, and mitigating inconveniences that result from these flight interruptions. When we communicate any delay or cancellation, we will give you the reason for the delay, length of the delay and possible re-accommodation options. Please note, if you booked your trip through a third-party such as a travel site or AIR MILES, you will need to contact them.

Here's different ways you can stay informed on potential changes to your trips.

Before you arrive at the airport:

  • via email
  • on our website
  • WestJet app

At the airport:

  • during check-in
  • by the departure and arrival screens
  • announcements at the airport
  • updates provided every 10-30 minutes before boarding

On the aircraft:

  • announcements every 10 minutes (when safe for our pilots to do so)

Please ensure your booking has a current phone number and/or email address.

You can also review our domestic tariff, specifically section 4.3 (Communications for delays and cancellations) for more information.

In certain circumstances, due to an irregular operation or a cancelled flight, we will put you on the next available flight, offer you a WestJet Travel Bank credit, or refund your fare.

You can also review our domestic tariff, specifically section 4.5 (Compensation provided for delays and cancellations) for more information.

If you are flying from the European Union (EU), you have the option of a fixed-value cheque (equivalent in CAD or USD) or a Travel Bank credit of 300% of the cheque. The Travel Bank credit is valid for one year from the date of creation and is only applicable on regularly scheduled WestJet-operated flights, but not WestJet Vacations, AIR MILES, interline/code-share flights, buy-on-board products or airport fees not levied in the ticket.

EU Fixed Value Compensation

Distance of flight Delay under three hours Delay between three and four hours Delay over four hours
Less than 1500 km €0 €250 €250
Between 1500-3500 km €0 €400 €400
Greater than 3500 km €0 €300 €600

Please see our EU alternate dispute resolution process or International and transborder tariff for more information.

In the event that your flight encounters a controllable delay or is cancelled, WestJet will – depending on the situation - provide certain services to confirmed guests. To view the detailed list, please see section 4.4 of our domestic tariff: Services provided during controllable delays or cancellations.

With regard to schedule changes, WestJet will make every effort to contact you to advise you of schedule changes in a timely manner. You can also review our domestic tariff, specifically section 4.2 (Communications for schedule changes) for more information.

Please refer to the below chart which displays how WestJet contacts guests in most schedule change situations. If you booked through a third party you will need to be in touch with them directly to better understand their communication processes.

WestJet schedule change communication Schedule change criteria
  • Schedule change email
  • Flight is departing no more than one hour later than the original flight.
  • Flight is departing no more than 15 minutes earlier than the original flight.
  • Departure time remains the same but connection times are different (up to three hours).
  • Flight time remains the same but flight number has changed.
  • Schedule change email
  • Follow-up itinerary email
  • Flight is departing no more than three hours prior than the original flight.
  • Flight is departing later on the same day.
  • Direct or non-stop flight was changed to a connecting flight.
  • Schedule change email
  • Phone call
  • Flight is not departing on the same day.
  • Flight now has an overnight connection.
  • Flight is departing more than 3 hours prior to original departure.

We do not overbook our flights. However, in certain circumstances we may have to deny you boarding.

When seats are oversold on a flight, guests will be:

  • Re-accommodated on the next available flight when time permits, or;
  • Asked to volunteer to be re-accommodated on another flight, or
  • Selected for re-accommodation based on time of check-in and identified passenger requirements (e.g. SSR codes, available re-accommodations)
  • Issued a form of compensation acceptable to the passenger based on the duration of the passenger's delay;
  • The Carrier will inform guests of the amount of cash compensation that would be due and that the passenger may decline travel credits and receive cash or equivalent;
  • Under certain circumstances compensation may be offered to guests who are denied boarding involuntarily.

Please see our domestic tariff, section 4.6 (Denied boarding compensation) for more information.

If your flight is departing the European Union (EU), and is operated by WestJet, then you must request compensation from WestJet. Please see our EU alternate dispute resolution process or International and transborder tariff for more information.

Denied boarding compensation

If you are travelling:

  • Outside of Canada (not departing from the EU), arriving into your final destination between one and two hours after the scheduled arrival time; or
  • Within Canada, arriving into your final destination one to four hours after the scheduled arrival time,

You will be offered:

  • Fixed-value cheque, for 200% of the total price of the one-way flight, including fees and taxes, up to a maximum of $675; or
  • Service credit for at least 300% of the amount of the cheque, or, if applicable, the last amount offered to volunteers, whichever is greater.

If you are travelling:

  • Outside of Canada (not departing from the EU), arriving into your final destination more than two hours after the scheduled arrival time; or
  • Within Canada, arriving into your final destination more than four hours after the scheduled arrival time.

You will be offered:

  • A fixed-value cheque for 400% of the total price of the one-way flight, including fees and taxes, up to a maximum of $1350; or
  • A WestJet Travel Bank credit for at least 300% of the amount of the cheque, or, if applicable, the last amount offered to volunteers, whichever is greater.

As we remain committed to providing a great guest experience, we've developed a plan in accordance with the Enhanced Protections for Airline Passengers U.S. Department of Transportation (DOT) regulations (14 CFR Part 259) to help us do so. The following details comprise our guest service plan for both WestJet and WestJet Encore operated flights.

Whether you call us, book through our website or walk up to the WestJet counter at one of our airports, we'll always offer you our lowest available fare. We don't have minimum or maximum stay-over requirements and we quote our fares on a one-way basis including applicable taxes, fees and charges. For more information, please see our fares.

If you change your mind and want to cancel your flight, we offer you the option of cancelling within 24 hours of booking at no charge provided you made your reservation at least 24 hours before the scheduled departure time (where flights are departing on the same day of booking, we require two hours-notice). Your refund will be processed based on how your reservation was made, and the fare level you purchased. For details on how the refund will be processed, please see our service fees. Although we process all refund requests no more than seven business days after we receive a request, it may take your credit card company a little longer to credit your account. For cancellations to a booking purchased with cash at one of our airport locations, we will refund to cash when available or by cheque within 20 days after we receive a refund request. We will refund fees paid for unredeemed optional services due to an oversale situation or flight cancellation.

Our rules, restrictions, and redemption information is available here.

Information on our aircraft configuration is available through our agents at our airport locations, by calling 1-888-937-8538 and under our fleet. We provide details about the location of the lavatories onboard, the seat width and the pitch of the seat (which is a fancy way of saying how much legroom you'll get).

Unlike most airlines, our flights are not intentionally oversold. In the unlikely event that this does occur and we can no longer accommodate you on a flight to/from or within the United States, we will put you on the next available flight or offer you a WestJet Travel Credit or a refund of your fare. We will also provide a refund for any pre-paid optional/ancillary services lost due to a cancellation or overbooking.

We know that any type of interruption to your schedule is inconvenient. We strive to keep you informed, provide you with information and minimize the inconvenience. For flight disruptions to flights departing, arriving or diverted through the United States, please see delays, cancellations and diversions for more information.

We're happy to provide additional service for our guests with special needs, including transportation to, from or between gates (by wheelchair or by WestJet folkswagon). From assistance at the airport, on our aircraft, boarding and deplaning to assistance during delays, cancellations or diversions, we will ensure that your needs are properly accommodated.

We do our best to deliver your baggage on time — and understand the inconvenience that results when we don't. WestJet will make every effort to return mishandled baggage within 24 hours. We will also provide compensation for reasonable expenses related to delayed delivery, and reimbursing passengers for any fee to transport a lost bag. Please see our delayed, damage and/or missing baggage page for more information.

We're proud to have agreements with our code-share partners that ensure you receive excellent service whenever you travel on a WestJet ticket. Information on our partner airlines' current policies and procedures can be accessed through a link to their website from our airline partners page.

We appreciate hearing about your experience with us. If you would like to provide us with feedback, please see our contact us page.

Canadian Transportation Agency

If you'd like to learn more about your rights as a traveller to, through or within Canada, please contact the Canadian Transportation Agency.

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U.S. Department of Transportation

For more information about your rights when travelling to, through or within the United States, please contact the U.S. Department of Transportation.

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