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November 30, 2023

As part of our commitment to operational excellence and improving the guest experience, we want to ensure our mutual clients can select their preferred method of receiving timely and accurate information from us about their bookings.

Below, you’ll find details on the ways we communicate flight disruptions and other relevant travel information with our mutual clients.

NEW: SMS notifications

Effective December 4, when your clients provide their contact information during online check-in, they will be automatically enrolled to receive flight disruption notifications by text message. This new notification method will help ensure they can conveniently access the most up-to-date information about their flight on their mobile device.

Some of the notifications your clients may receive via text message include gate changes, flight delays, flight cancellations, IROPs, etc.

If your client needs to manage their booking, they will still be required to contact you.

How it works
  • If your client checks in for their flight online, they will be automatically enrolled to receive text messages.
  • WestJet-operated flights, including flights as part of a WestJet Vacations package, are eligible to receive text notifications.
  • Clients who check in with an agent at the airport will not receive text messages.
  • Texts will be received from the following number: 1-833-883-8705. Your clients may choose to opt out of receiving text messages by replying “STOP” to the initial message. It may take up to 48 hours for the opt-out request to be processed.
  • Each time your client checks in for a new flight or a return flight, they will be re-enrolled.

Email notifications for air-only bookings

Effective October 23, 2023, we will send notifications 72 hours and 24 hours before departure to the email address on the booking. The notifications will contain relevant flight information and check-in reminders. No sales or marketing content will be included.

We will continue to send notifications about potential disruptions or delays.

We require that your clients’ email addresses and mobile phone numbers be included on all air-only bookings.

This change aligns with IATA resolution 830d, which mandates that sufficient contact details be provided to proactively contact a passenger about flight operations and disruptions. As per IATA, adding your client’s contact information benefits both you and the client, and results in an improved experience. Read more on the benefits here.

Here is an overview of what each notification will include:

72 hours before departure

  • Tips on how to prepare for the journey, including a reminder about passport validity, entry, vaccine or testing requirements, and recommendations on when to arrive at the airport.
  • Baggage allowance.
  • An option to select seats and prepay for baggage (if not yet complete).
  • Details on Wi-Fi availability, meal or entertainment options and more for the specific flight.
  • A link to download the WestJet app.
  • More information on how WestJet puts Safety Above All.

24 hours before departure

  • A link to check in for the flight.
  • A link to download the WestJet app.
  • More information on our safety measures.

Below, we’ve included details on how to add your client’s email address and phone number to the booking, as well as a few sample notifications so you know what to expect.

How to add your client’s email address

Include your client’s preferred email address using SSR CTCE (Special Service Request Contact Email) in their booking.

How to add your client’s phone number

Include your client’s preferred phone number using SSR CTCM (Passenger Contact Mobile Phone Number) in their booking.

Sample notifications

72 hours before departure

Example of a guest who did not yet choose a seat or prepay for baggage:

Example of a guest that selected a seat but did not yet prepay for baggage:

24 hours before departure

Push notifications via the WestJet app

If your clients use the WestJet app, they can choose to receive push notifications about their booking including gate changes, flight disruptions, cancellations, etc.  

To receive push notifications, your clients must download the app, add their trip to the app and turn on notifications for their mobile device.

If your clients would like to turn off push notifications, they must do so through their mobile device.