Flight interruptions and passenger rights
Under the Air Passenger Protection Regulations (APPR), a labour disruption within an airline, or within an essential service provider such as an airport or an air navigation service provider, is considered a situation outside an airline’s control. No compensation for inconvenience is due when a flight disruption is outside an airline’s control.
At WestJet, we’re committed to delivering a caring and reliable guest experience. If your flight was delayed, cancelled or otherwise disrupted, this page outlines your rights under Canada’s Air Passenger Protection Regulations (APPR) and how we can help.
Flight delays
Under Canada’s Air Passenger Protection Regulations (APPR), depending on the cause of your delay, you may be eligible for compensation if a delay causes you to arrive 3 or more hours late at your final destination.
We carefully review each flight disruption, and it can take up to 72 hours after your flight to confirm the reason for your late arrival. Situations surrounding flight disruptions can be complex and have multiple causes. The reasons provided for a flight disruption may change as the situation evolves, new issues arise, or new information is received. The final reason may differ from earlier updates you received.
When there is a departure delay of more than 15 minutes 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.
If you booked your trip through a third-party, such as a travel agent, airline partner, or travel site, we recommend that you ensure that they have provided WestJet with the correct contact information.
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.
- 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.
Within WestJet’s control - including for safety
What you’re entitled to:
- If you are informed of a delay less than 12 hours before your scheduled departure and have waited 2 hours or more after the indicated departure time:
- Food and drink in reasonable quantities
- Access to a means of communication, when feasible
If you are required to wait overnight:
- Hotel or comparable accommodation
- Transportation to and from the accommodation
These services may be limited or not provided if doing so would further delay your trip.
Compensation when within WestJet’s control and not related to safety:
When you are informed 14 days or less of a flight delay, compensation is based on the length of your delay in reaching your final destination, and the reason it occurred. Compensation applies when arrival delays are 3 hours or greater.
We carefully review each flight disruption, and it can take up to 72 hours after your flight to confirm the reason for your late arrival.
Situations surrounding flight disruptions can be complex and have multiple causes. The reasons provided for a flight disruption may change as the situation evolves, new issues arise, or new information is received. The final reason may differ from earlier updates you received.
Compensation claims are accepted beginning 72 hours after arriving at your final destination and must be filed within 1 year from the day the arrival delay occurred.
Compensation amounts are in Canadian dollars and are determined by the length of delay at your final destination:
- Less than 3 hours | $0 CAD
- 3 to 6 hours | $400 CAD
- 6 to 9 hours | $700 CAD
- 9 hours or more | $1,000 CAD
If you request a refund instead of flying, you may request compensation of $400 if your flight was delayed 3 hours or more and the reason for the delay qualifies.
If your WestJet flight is delayed for three hours or more, 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 your new flight is in a higher cabin, you won’t pay anything extra.
- If it’s in a lower cabin, we’ll automatically refund the price difference for that part of your trip.
If you placed an upgrade offer and it wasn’t used, we’ll automatically refund the upgrade amount. If it’s been more than 30 days and you haven’t received your refund, you can submit a request using our refund form.
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.
A Tarmac Delay is when your flight is ready to take off, or your flight has just landed (but the doors of the aircraft are closed) and you are waiting on the plane. We will do what we can to make you comfortable during a Tarmac Delay, including the following:
- WestJet will provide you with access to working lavatories, proper ventilation and heating or cooling, food and drink, and the ability to communicate with people outside the plane free of charge, when feasible (“Tarmac Delay Services”). If you require urgent medical assistance during a tarmac delay, we will take all reasonable steps to facilitate access to medical assistance.
- After a 3-hour tarmac delay at an airport in Canada, the plane will return to the gate so you can disembark if safe to do so. A plane can stay on the tarmac for up to 45 additional minutes, if it is likely that it will take off within that period, and we are able to continue providing the same Tarmac Delay Services, when feasible.
- This short extension is to ensure that the plane can take off if there is a reasonable prospect of this occurring – so that you can reach your destination without the inconvenience of further delay or a flight cancellation.
- If it is not likely that the plane can take off within the additional 45-minute window, the plane will return to the gate, unless it is prevented for reasons related to safety, security, customs control, or air traffic control.
If the plane returns to the gate for disembarking because of a tarmac delay, disembarking priority will be available to passengers with disabilities and their support person, service animal or emotional support animal, if any, upon request and when feasible.
Flight cancellations
Under Canada’s Air Passenger Protection Regulations (APPR), you may be eligible for compensation if a cancellation results in a delay which causes you to arrive 3 or more hours late at your final destination.
We carefully review each flight disruption, and it can take up to 72 hours after your flight to confirm the reason for your late arrival. Situations surrounding flight disruptions can be complex and have multiple causes. The reasons provided for a flight disruption may change as the situation evolves, new issues arise, or new information is received. The final reason may differ from earlier updates you received.
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.
! If you booked your trip through a third-party, such as a travel agent, airline partner, or travel site, we recommend that you ensure that they have provided WestJet with the correct contact information.
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.
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.
Within WestJet’s control - including for safety
If you are informed of a cancellation less than 12 hours before your scheduled departure and have waited 2 hours or more after the indicated departure time:
Food and drink in reasonable quantities
Access to a means of communication, when feasible
If you are required to wait overnight:
- Hotel or comparable accommodation
- Transportation to and from the accommodation
These services may limited or not provided if doing so would further delay your trip.
Compensation when within WestJet’s control and not related to safety:
When you are informed 14 days or less of a flight cancellation, compensation is based on the length of your delay in reaching your final destination, and the reason it occurred. Compensation applies when arrival delays are 3 hours or greater.
We carefully review each flight disruption, and it can take up to 72 hours after your flight to confirm the reason for your late arrival.
Situations surrounding flight disruptions can be complex and have multiple causes. The reasons provided for a flight disruption may change as the situation evolves, new issues arise, or new information is received. The final reason may differ from earlier updates you received.
Compensation claims are accepted beginning 72 hours after arriving at your final destination and must be filed within 1 year from the day the arrival delay occurred.
Compensation amounts are provided in Canadian dollars:
- Less than 3 hours - $0 CAD
- 3 to 6 hours - $400 CAD
- 6 to 9 hours - $700 CAD
- 9 hours or more - $1,000 CAD
If you request a refund instead of flying, you may request compensation of $400 if your flight was delayed 3 hours or more and the reason for the delay qualifies.
If your WestJet flight is cancelled, 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 your new flight is in a higher cabin, you won’t pay anything extra.
- If it’s in a lower cabin, we’ll automatically refund the price difference for that part of your trip.
If you placed an upgrade offer and it wasn’t used, we’ll automatically refund the upgrade amount. If it’s been more than 30 days and you haven’t received your refund, you can submit a request using our refund form.
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.
Denied boarding
We do not overbook our flights. However, in certain circumstances we may have to deny boarding. When this occurs, we will seek volunteers first.
When denied boarding occurs, our airport agent will provide you with:
- The reason for the denied boarding.
- Details of any compensation you may be entitled to.
- Information about the standards of treatment you are entitled to.
- Information about your options for recourse with WestJet and/or the Canadian Transportation Agency, when applicable.
If we need to deny boarding for reasons within our control, including for safety, here is what you can expect:
- 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
There are times when events outside of WestJet’s control may require us to deny boarding.
- 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.
Reimbursement for Out-of-Pocket Expenses
If you receive less than 12 hours’ notice that your flight is delayed or cancelled for reasons within WestJet’s control (including for safety), and your departure is delayed 2 hours or more, you may be entitled to:
- Food and drinks in reasonable amounts, and
- Access to a means of communication
If an overnight stay is required because of the disruption, you may also be entitled to:
- A hotel or similar accommodation within a reasonable distance of the airport, and
- Transportation between the airport and your accommodation
These services are subject to availability and provided they do not cause further delay to your travel. Eligibility may depend on your specific situation and applicable legislation.
Requesting reimbursement
If you paid for eligible items, you can submit a request for reimbursement.
- WestJet reviews requests for reasonable, eligible expenses
- Itemized receipts are required
- Approved reimbursements are communicated via the email address you provide
Baggage
If your checked baggage doesn’t arrive as expected or is damaged, we’re here to help resolve any issues quickly.
Delayed baggage
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.
Damaged baggage
If your baggage was damaged:
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.
Compensation for mishandled bags
If your baggage is deemed lost, or if the baggage is lost for more than 21 days or is damaged, we will reimburse the applicable fees for that baggage. WestJet's liability for lost and damaged baggage is limited to 1,519 Special Drawing Rights (approximately $2,800 CAD) per passenger, unless a higher value was declared in advance.
WestJet's limitation of liability as a result of damage is (including incidental expenses) up to 1,519 Special Drawing Rights per guest (approximately $2,800 CAD) and you will be reimbursed for any applicable baggage fee paid.
If you experienced an error while creating a baggage report or spoke to a Baggage Services Agent at the airport and were not given a file number, please contact us.
Seating for children under the age of 14
If your booking includes a child under 14 years of age at the time of travel, we’ll automatically assign seats for your group at no charge after booking or for flight changes where seats are not already assigned, helping ensure families are seated together whenever seats are available. This applies to bookings made through all channels, including both direct and travel partner bookings.
If you prefer, you can select your own seats or change the auto-assigned seats, however, seat fee(s) may apply based on WestJet’s seat selection policy.
WestJet seating proximity requirements for children under 14 who are travelling with an accompanying adult:
- Children under 5 must be seated next to their accompanying adult.
- Children aged 5 to 11 must be in the same row, and no more than one seat away from their accompanying adult.
- Children aged 12 to 13 must be within two rows, with no more than one row separating them from their accompanying adult.
We will attempt to assign family seats together within approximately 26 hours after ticketing for new bookings or flight changes where seats have not already been selected. Guests will be notified once seat assignments have been completed, or if seats could not be assigned at that time.
If seats cannot initially be assigned together, another seating process will occur approximately 72 hours before departure to try again to seat families together whenever possible.
If seats have not been assigned 24-hours prior to departure, please speak with an airport agent on the day of travel and they will work to make adjustments so children can sit near their accompanying adult whenever possible.
If we are still unable to arrange seats for you together, you can:
- choose to sit apart
- change to the next available flight that has seats together – any difference in fare and change fees will be waived
- cancel your flight for no fee and a full refund to your original form of purchase
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.
Additional support
To learn more about your Canadian Passenger rights, you can send WestJet an APPR question or concern.
Non-Canadian passenger rights
Other passenger rights may apply when flying internationally:
Accessibility resources
We’re committed to making travel accessible for everyone. Learn about your rights and the support available for guests with disabilities:
Travel insurance claims
Submit your travel insurance claim for your WestJet flight or WestJet vacation package.