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Updated May 11, 2022


In this guide, you’ll find details on our GDS schedule change policy for changes that occurred greater than 72 hours before flight departure. To prevent unwanted agency debit memos, please follow the below when a WestJet schedule change occurs.

For details on our flight disruption/irregular operations (changes within 72 hours) process, click here.

REMINDER: Our schedule change criteria has been updated, effective January 01, 2022. Please ensure you check your ticket issue date to ensure you are following the correct process.

High-level Review of changes

Tickets issued on/before December 31, 2021

For full details on schedule change qualifications, click here.

Policy

Change permitted

Refund permitted

Time change 90 minutes or less

No

No

Time change 91 minutes or more

Yes

Yes

Change in routing

Yes

Yes

Cancel (UN) with no replacement (TK)

Yes

Yes

Misconnect in connection city

Yes

Yes

Tickets issues on/after January 01, 2022

For full details on schedule change qualifications, click here.

Policy

Change permitted

Refund permitted

Time change 180 minutes or less

No

No

Time change 181 minutes or more

Yes

Yes

Change in routing

Yes

Yes

Cancel (UN) with no replacement (TK)

Yes

Yes

Misconnect in connection city

Yes

Yes

Schedule change overview

Schedule changes are WestJet initiated changes made greater than 72 hours from departure. Airlines may be required to change their flight schedules for numerous reasons. Some reasons may include:

  • Change in routing
  • Changes to flight numbers or flight times
  • Flights are no longer operating
  • Seasonal demand

When a schedule change occurs, your travel agency will receive notifications for each impacted PNR. The PNR will be updated and in most cases, the ticket will be auto revalidated by WestJet and no exchange is required.

In cases where an involuntary reissue is required, it must be done before flight check in.

If the ticket and PNR do not match, your client will not be able to check in for their flight.

Handling a schedule change

When a schedule change/flight disruption occurs, WestJet will send an Advice of Schedule Change (ASC) message to the GDS to provide the schedule change details. If your client accepts the schedule change, your agency must reconcile the PNR by removing (cancelling) old (UN) or changed segments (TK) in the PNR and accepting the new flight details.

IMPORTANT: In the event WestJet cancels a portion of your client’s journey (UN) and no replacement flight is offered (TK), all remaining upline and downline flights must be removed from the PNR. If they are not removed and a no-show occurs as a result, a refund will not be permitted, and funds are considered forfeit.

Notifications

In the event of a schedule change, you are responsible for notifying your client of all changes.

IMPORTANT: For cases where you do not cancel the flight segments prior to departure and your client does not travel, this will be considered a no-show and funds will be forfeit. This applies even in cases where your client did not accept the changes.

Schedule change qualifications

Tickets issued on/before December 31, 2021

If a schedule change has occurred and your ticket was issued on/before December 31, 2021, the below qualifications must be adhered to for any involuntary changes.

IMPORTANT: If you are making changes to your client’s flights and one of the below qualifying changes has not occurred, the change will be considered voluntary and applicable fare rules must be followed.

  • Journey was schedule changed more than 90 minutes from the original departure/arrival or
  • Change in routing where one or more stops was added or
  • Change in routing where one or more cities has changed or
  • Journey where at least one flight segment(s) cancelled by WestJet (UN, UC or NO) with no flight replacement (TK) as a result of COVID-19 or
  • A misconnection occurs in the connection city

For terms and conditions on unaccepted schedule changes, click here.

For terms and conditions on refunding, click here.

Tickets issued on/after January 01, 2022

If a schedule change has occurred and your ticket was issued on/after January 01, 2022, the below qualifications must be adhered to for any involuntary changes.

IMPORTANT: If you are making changes to your client’s flights and one of the below qualifying changes has not occurred, the change will be considered voluntary and applicable fare rules must be followed.

  • Journey was schedule changed more than 180 minutes from the original departure/arrival or
  • Change in routing where one or more stops was added or
  • Change in routing where one or more cities has changed or
  • Journey where at least one flight segment(s) cancelled by WestJet (UN, UC or NO) with no flight replacement (TK) as a result of COVID-19 or
  • A misconnection occurs in the connection city

For terms and conditions on unaccepted schedule changes, click here.

For terms and conditions on refunding, click here.

Schedule change guidelines

Accepting a schedule change

  1. If the schedule change is acceptable and the ETKT was auto revalidated by WestJet, no further action will be required.
  2. If the schedule change is acceptable but the ETKT has not been revalidated by WestJet, the ticket must be reissued.

For steps to reissue your client’s tickets, click here.

Unaccepted schedule change (new flight required)

IMPORTANT: If a schedule change has occurred where the flight change does not follow one of our schedule change qualifying scenarios, any changes made will be considered voluntary and applicable fare rules must be followed. To check our qualifying scenarios, click here.

Schedule changes that occurred prior to February 11, 2022, or on/after May 01, 2022

  1. New flight(s) can depart within 24 hours before or after the original flight time. 
    1. If there are no available or scheduled flights within 24 hours, the next available flight (earlier or later) may be selected for travel. 

Schedule changes that occurred between February 11 to April 30, 2022

  1. New flight(s) can depart within 72 hours before or after the original flight time
    1. If there are no available or scheduled flights within 72 hours, the next available flight (earlier or later) may be selected for travel. 

Terms and conditions

  1. Removal of old flights and rebooking of the new flight(s) must be done directly in your GDS. 
  2. Please do not contact WestJet directly to rebook, this must be completed in your GDS.
  3. Please do not direct your clients to contact WestJet to rebook, this must be processed in the GDS.
  4. If your Outbound/Inbound date has been changed by WestJet, or you are moving the flight to the next calendar day, or the next operating flight is not on the same calendar day as the original flight:
    a. You can move the Outbound/Inbound by the same amount of time.
    b. Example: Original outbound flight(s) were scheduled to depart 01SEP and inbound flight(s) 07SEP, as a result of a schedule change the outbound flight(s) were moved to 02SEP, you are permitted to move the inbound flight(s) to 08SEP.
  5. You are permitted to change to a geographically close airport within 320 kilometres/200 miles. Example YVR/YXX, FLL/MIA. 
    a. If requesting to change to an airport beyond 320 kilometres/200 miles contact our Travel Support Team at 1-877-664-3205 to discuss options.
  6. In cases where we have moved your flight, but the original flight is still available:
    a. You can accept the new flights or reinstate the original flights in your GDS

For steps to rebook new flights and reissue your client’s tickets, click here.

Refunds

You and your client have the option of retaining a travel credit for a future flight or refunding to original form of payment. If your client prefers a refund to original form of payment, please follow the processes outlined below.

For details on travel credits click here.

Refundable fare terms and conditions

Refunds for refundable fares due to a qualifying WestJet schedule change can be processed by your agency in the GDS using normal processing. If one of our qualifying schedule changes has occurred a full refund can be processed, and any applicable penalty fees are waived.

To check our qualifying scenarios, click here.

For steps to refund your client’s tickets, click here.

Non-refundable fares terms and conditions

Your travel agency can refund a non-refundable ticket when there has been a WestJet initiated qualifying schedule change.

To check our qualifying scenarios, click here.

For steps to refund your client’s tickets, click here.

Schedule change ticket reissue, and refund processes

Flight rebook process

Before rebooking any flight ensure you have reviewed our schedule change qualifications and schedule change guidelines.

  1. Rebook in original class of service in the same cabin
    1. For Basic (A, E), Econo (L, K, T, X, S, N, Q, H), EconoFlex (M,B,Y), if the original class of service is not available, rebook at the next highest fare class up to and including Y class.
    2. For Premium (R, O), PremiumFlex (W), if the original class of service is not available, rebook at the next highest fare class up to and including W class.
    3. For Business (D, C), BusinessFlex (J), if the original class of service is not available, rebook at the next highest fare class up to and including J class.
    4. If a seat is not available in the same cabin, you will need to select a different flight.

Ticket reissue process

Before reissuing any ticket ensure you have reviewed our schedule change qualifications and schedule change guidelines.

  1. The ticket must be reissued as an even exchange
  2. Enter waiver code SKCHG or similar (e.g.: SKED CHNG, SKDCHG) into the ticket endorsement field
  3. Your client must be notified of the new flight information
  4. Terms and conditions must be followed, or the refund will be subject to Agency Debit Memo (ADM) for the full value of the ticket and an ADMIN fee up to 50.00 local currency per ticket

NOTE: In the event a qualifying schedule change occurs on an existing booking that has not yet been ticketed, issue the ticket against the original stored/saved fare.  All other conditions must be followed.

Refund process

  1. Remove/cancel all flights segments from your reservation
  2. Complete the refund in your GDS or IAR
  3. Enter waiver code Q21SKDRF22 in your GDS/IAR refund waiver code field.
    a. If your GDS does not have a refund waiver code field, enter it in the PNR OSI field before refunding the ticket.
  4. Refunds processed on/after January 01, 2022, must recall commission as per normal process
  5. Terms and conditions must be followed, or the refund will be subject to Agency Debit Memo (ADM) for the full value of the ticket and an ADMIN fee up to 200.00 local currency per ticket
  6. Fare and taxes including YQ are eligible for refund with the following exception for non-refundable taxes. If the following taxes are refunded an ADM will be issued
    a. Non-refundable taxes: L8 and DO for Punta Cana (PUJ) and Puerto Plata (POP), Samana (AZS), La Romana (LRM)

IMPORTANT: For COVID-19 related refunds, please follow our WestJet air COVID-19 refund policy.