European flight and service disruptions

If you’re looking for more information on our complaints procedures or would like to provide feedback about your experience, please visit our Contact us page.

An Online Dispute Resolution platform has been set up by the European Commission, which provides access to alternative dispute resolution (ADR). Please note, WestJet is not currently subscribed to an approved ADR, therefore neither the ODR platform nor any approved ADR providers will be able to accept your complaint.

You can contact the relevant national enforcement body for aviation in the country from which your flight departed:  

France: Directorate General for Civil Aviation

UK: Civil Aviation Authority

Spain: General Directorate of Civil Aviation of Spain

Ireland: Commission for Aviation Regulation

Italy: Ente Nazionale per l’Aviazione Civile (ENAC)

If you haven’t yet had the opportunity to provide us your feedback, please contact us

EU Fixed Value Delay between three and four hours

In line with guidelines set out by the European Air Passengers Rights Regulation (261/2004), you may be entitled to Delay between three and four hours for an interruption in your travel plans. Delay between three and four hours amounts are based on the length of the delay and the distance of the flight, to a maximum of 600€ (or the cash equivalent in CAD or USD). Flights departing the European Union (EU) which are delayed may qualify for the following Delay between three and four hours values:

Distance of flight Delay under three hours Delay between three and four hours Delay over four hours

Less than 1500 km




Between 1500-3500 km




Greater than 3500 km





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

Third party bookings or airline partner flights

If you’re travelling on a flight operated by one of our partner airlines, or you booked your trip through a third-party such as a travel agent, airline partner, travel site or AIR MILES®, we recommend that you contact them directly as they are in a better position to make the appropriate arrangement for re-accommodation or travel options. If your flight departs within 24 hours you can contact your third party agent or contact WestJet directly.

Submit the European Air Passengers Rights Regulation form