Assistance services

Looking for help? No problem. We’re here for you.

By notifying us a minimum of 48 hours before your flight's departure, we can support your request to travel:

Please note: all special requests, including travelling with a service animal, require a minimum of 48 hours’ notice before departure. We will make a best effort to accommodate requests made with less notice.

In addition to preparing for the above requests, we also have other assistive services you may wish to use (available on WestJet operated flights):

Priority medical seating is blocked near the front of the aircraft, if you self-identify that you have a special seating need. This service is offered when space is available and can be requested at check in.

Gate passes: at participating airports, a family member or friend may escort you to the departure gate, but only after obtaining a gate pass. The person requesting the gate pass must have valid government-issued photo identification that is not expired.

Pre-boarding assistance is available to help you if you need assistance getting to and from the aircraft using a wheelchair and/or assistance in transferring to/from your seat using an onboard wheelchair.  We strongly request a minimum of 48 hour's-notice so we can prepare for your arrival.

Special safety briefings are available if you have a physical, sensory or comprehension limitation. These individual safety demonstrations/briefings can be given on:

  1. Operation of seat belts
  2. Placement of any service animals
  3. Use of fixed oxygen system
  4. Seat backs and chair table
  5. Stowage of carry-on baggage
  6. Life vest (if required)
  7. Description of preferred, alternate exits
  8. English/French Braille and large print safety briefing cards
  • Assisting you in transferring to your seat by using an Eagle transfer device. To see how this mechanical transfer device is used, view the manufacturer's video. This device is available for guests with limited or reduced mobility. Please note: this device has a maximum lift capacity of 200 kg (440 lbs). To ensure your safety and the safety of the WestJetter's assisting you, if this lift is available it must be used (we may make an exception for specific medical concerns that restricts its use; this will be determined when you check in). If you exceed the device's maximum lift capacity of 200 kg (440 pounds) we cannot transfer you. Please contact WestJet's Medical Desk, as we may be able to assist in making alternative arrangements.
  • We can also assist in transferring you to the lavatory using an on-board wheelchair. Our cabin crew will transport self-reliant guests to and from the onboard lavatory.  You must be able to attend to your own personal needs, stand/pivot and/or bear weight and move within the space in the lavatory. Please be aware that the lavatory's doorframe prohibits the onboard wheelchair from entering. Flight attendants are not permitted to assist you with personal hygiene. Our cabin crew will only assist you with getting to and from the lavatory using the onboard wheelchair.  Privacy necessitates that our crew will not assist inside the lavatory, other than to offer stability as you enter and exit the lavatory. You must lock and unlock the door or request the flight attendant to lock the door from the outside.
  • Accessible seating is available if you wish to use a slide board to move into your seat. Seating with armrests that lift can be assigned for accessibility if requested a minimum of 48 hours in advance, and a best effort if 48 hour's-notice is not provided.

Travelling abroad with a special need can pose unique challenges. International accessibility services and amenities may not meet Canadian or American standards and may differ from location to location. WestJet Vacations strives to ensure that appropriate arrangements are made to make your vacation a remarkable experience, however when we are unable to guarantee the availability of or access to accommodations or other third party services for guests with special needs in destinations outside of Canada and the U.S., WestJet Vacations will make a best effort to provide acceptable arrangements and will commit to disclose any arrangements in advance when possible. Please call us at 1-877-737-7001 so that we can help ensure your vacation needs are met and provide you with a list of our current hotel partners that may be able to meet your travel needs.