- Notifications are provided if the delay is 15 minutes or greater.
- Notifications are provided every 30 minutes until alternative travel arrangements have been made.
- Notifications stop 15 minutes prior to the actual departure.
- Gate change notifications are sent within three hours of departure.
- Announcements every 30 minutes (when safe for our pilots to do so).
Providing an email address indicates your consent to receive automated flight disruption notifications via email from WestJet. Email is the only method WestJet uses to provide all required information under subsection 13(5) of the Air Passenger Protection Regulations. Messaging frequency varies based on the status of flight operations.
We’ll attempt to book you on comparable travel to your original ticket. If the new flight is in a higher class of service, you won’t be asked to pay more. If it’s in a lower class, we’ll automatically refund the difference in fare for that portion of your trip.
If you had an accepted offer to upgrade and it was not honored, you can submit a request for a refund:
If you purchased extra services for your original flight and didn’t receive them on your new flight, or had to pay for them again, we’ll refund those costs to the original form of payment and to the person who made the purchase.
If the new travel arrangements don’t meet your needs, we’ll refund the unused portion of your ticket.
If you are en route, we’ll arrange a flight back to your original departure airport. Refunds go to the original payment method and purchaser. To request a refund and arrange a flight back to your original departure airport, contact us.
If your disrupted flight is flown by one of our partner airlines, or you booked through a third-party such as a travel agent, another airline, or travel site, please contact them directly.
If your flight departs within 24 hours, you have the option to reach out to your third-party agent or contact us.
When there is a cancellation on a WestJet or WestJet Encore flight, we will keep you updated through the email that you provided. Your email address will be the main way we contact you and is where you will find the relevant information.
You will receive the following:
- A notification that your flight has been cancelled and the primary cause.
- A notification with your flight rebooking options.
Providing an email address indicates your consent to receive automated flight disruption notifications via email from WestJet. Email is the only method WestJet uses to provide all required information under subsection 13(5) of the Air Passenger Protection Regulations. Messaging frequency varies based on the status of flight operations.
We’ll attempt to book you on comparable travel to your original ticket. If the new flight is in a higher class of service, you won’t be asked to pay more. If it’s in a lower class, we’ll automatically refund the difference in fare for that portion of your trip.
If you had an accepted offer to upgrade and it was not honored, you can submit a request for a refund:
If you purchased extra services for your original flight and didn’t receive them on your new flight, or had to pay for them again, we’ll refund those costs to the original form of payment and to the person who made the purchase.
If the new travel arrangements don’t meet your needs, we’ll refund the unused portion of your ticket.
If you are en route, we’ll arrange a flight back to your original departure airport. Refunds go to the original payment method and purchaser. To request a refund and arrange a flight back to your original departure airport, contact us.
If your disrupted flight is flown by one of our partner airlines, or you booked through a third-party such as a travel agent, another airline, or travel site, please contact them directly.
If your flight departs within 24 hours, you have the option to reach out to your third-party agent or contact us.
- We will ask for volunteers willing to take a later flight. Compensation may be offered for volunteering.
- If we must deny boarding, priority is given to:
- Unaccompanied minors
- Guests with disabilities and their support person or service animal
- Guests travelling with family
- Guests previously denied boarding on the same ticket
If you are denied boarding, we will attempt to provide you with a confirmed reservation at no additional cost on the next available WestJet, WestJet Encore, or partner airline, or with an alternate airline when required.
We’ll attempt to book you on comparable travel to your original ticket. If the new flight is in a higher class of service, you won’t be asked to pay more. If it’s in a lower class, we’ll automatically refund the difference in fare for that portion of your trip.
If you had an accepted offer to upgrade and it was not honored, you can submit a request for a refund:
If you purchased extra services for your original flight and didn’t receive them on your new flight, or had to pay for them again, we’ll refund those costs to the original form of payment and to the person who made the purchase.
If the new travel arrangements don’t meet your needs, we’ll refund the unused portion of your ticket. If you are enroute, we’ll arrange a flight back to your original departure airport. Refunds go to the original payment method and purchaser. To request a refund and arrange a flight back to your original departure airport, contact us.
If your updated departure involves a wait of 2 hours or more, we will provide:
- Food and drink in reasonable quantities
- Access to a means of communication (when feasible)
If you must wait overnight, we will also provide:
- Hotel or comparable accommodation
- Transportation to and from the hotel
These benefits may be limited or not provided if doing so would further delay your trip.
If you’re denied boarding for reasons within WestJet’s control (and not related to safety), you may be entitled to compensation. Your compensation amount is based on how late you arrive at your final destination compared to the arrival time on your original ticket, which may differ from the earlier estimate.
We’ll provide compensation as soon as operationally possible, and no later than 48 hours after the denied boarding.
If we can’t issue the payment before you board your alternative flight, we’ll give you the estimated payment in writing.
Compensation is based on the time of arrival indicated on the original ticket and is provided in Canadian dollars:
- Less than 6 hours - $900 CAD
- 6 to 9 hours - $1,800 CAD
- 9 hours or more - $2,400 CAD
- We will ask for volunteers willing to take a later flight. Compensation may be offered for volunteering.
- If we must deny boarding, priority is given to:
- Unaccompanied minors
- Guests with disabilities and their support person or service animal
- Guests travelling with family
- Guests previously denied boarding on the same ticket
We will attempt to provide you with a confirmed reservation at no additional cost on the next available WestJet, WestJet Encore, or partner airline, or with an alternate airline when required.
We’ll attempt to book you on comparable travel to your original ticket. If the new flight is in a higher class of service, you won’t be asked to pay more. If it’s in a lower class, we’ll automatically refund the difference in fare for that portion of your trip.
If you had an accepted offer to upgrade and it was not honored, you can submit a request for a refund:
If you purchased extra services for your original flight and didn’t receive them on your new flight, or had to pay for them again, we’ll refund those costs to the original form of payment and to the person who made the purchase.
Create a baggage report within 12 hours of arriving at your destination. Provide your contact information, a description of your baggage and any other information that would help us to locate your bag. Once you submit your report you will receive email updates on our progress.
See a Baggage Services Agent at the arrival airport (select airports only). An agent will create a delayed baggage report for you and advise you of the next steps.
- Itemized receipts are required to be reimbursed for reasonable expenses incurred as a direct result of your delayed baggage.
- For flights within the America's, you may be entitled to an amount up to $100 CAD/USD for the first 48 hours while your baggage is delayed. After 48 hours, you may be entitled to a further $150 for a total of $250. The foregoing does not limit a passenger's rights to claim damages, if any, under the applicable convention or under the law.
- For flights into Europe and Japan, you will be reimbursed up to the equivalent of $100 CAD in either Euros, GBP or Japanese Yen.
- For out-of-pocket expenses related to a delayed or damaged baggage incident within our control, you may submit a request to WestJet for reimbursement.
Create a baggage report within 5 days of arriving at your destination. A member of our Central Baggage Services team will contact you to discuss resolution options.
Bring your damaged luggage to the baggage services office in your arrival airport within 7 days of receiving it.
Family seating policies can be different between airlines. So, if you’re travelling on a flight operated by any carrier other than WestJet, we recommend that you visit the airline’s website to learn about their policies, fees and terms and conditions of carriage.