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Last updated January 18, 2024

TEMPORARY UPDATE: Cancellations after departure in Manage Trips

To better support you and your clients during the ongoing weather conditions, we have temporarily enabled additional functionality in Manage Trips. If your clients are impacted by an IROP and there are no reaccommodation options, they may use Manage Trips to request a cancellation even if their initial departure time has passed. Your clients must request the cancellation within 72 hours of the time their flight was cancelled to use this functionality.


You or your clients can use Manage Trips on westjet.com to self-serve the following options for air-only bookings:

Below, we’ve included a detailed guide on how to use Manage Trips for each of the above functions.

Cancel flight(s) impacted by an IROP

If your client’s air-only booking has been impacted by a WestJet-initiated flight change, they may use Manage Trips to request a cancellation of their flights. This option is only available if the booking was impacted by an IROP.

To make it easier for you and your client to self-serve, they can search for their booking using the WestJet reservation number or the GDS reservation number (PNR).

For GDS bookings, once your client requests a cancellation of eligible flight(s) using Manage Trips, you will receive the following QQ message:

Client CXL TKT. RFND or rebook process on westjettravelagents.com

Eligibility

  • Bookings made through any GDS or WestJet Biz are eligible to use Manage Trips for this function.
  • Bookings made through WestJet Agent prior to its decommission are eligible to use Manage Trips for this function.
  • Flights must be on 838 ticket stock to use Manage Trips.
  • Flights associated with WestJet Vacations bookings are not eligible to use this feature if they are impacted by an IROP. Your client must use Manage my Vacations to request a package cancellation.

Refunds

  • For GDS bookings, the flight segments will be cancelled by WestJet. Your client will automatically receive a refund for any seat or bag fees purchased directly with WestJet. You will receive a QQ message if your client cancelled their flight. However, after cancelling their booking, your client must contact you and you will be required to process the refund to original form of payment.
  • For WestJet Biz and WestJet Agent bookings, the flight segments will be cancelled and the refund will be processed by WestJet (including seat and bag fees). There is no need for you to call the Travel Support Team to receive a refund.

Bags

If your client pre-purchased bags directly with WestJet, they will automatically receive a refund. Your client must contact you for a refund if you processed the bag fee. 

Seats

If your client pre-purchased seats directly with WestJet, they will automatically receive a refund. Your client must contact you for a refund if you processed the seat fee. 

How to cancel flights using Manage Trips

Visit Manage Trips on westjet.com. Enter the reservation number (PNR) and last name on the booking. The booking can be located using the WestJet PNR or the GDS PNR.

Once they log in, there are two ways your clients will see if they have been impacted by an IROP. A window will pop up indicating the booking has changed and your client can choose a different flight or cancel on this page.

Or, the main page will also note that important changes have been made to the trip. Your clients can request a cancellation by clicking on “Review changes” to cancel their flight.

IMPORTANT: All flights for all guests on the reservation will be cancelled. If your clients wish to proceed, they must agree, then select “Submit cancellation.”

For GDS bookings, your clients will be required to contact you to process the refund. For WestJet Biz or WestJet Agent bookings, the refund will be processed by WestJet and no further action is required.

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Change flight(s) impacted by an IROP

If your client’s air-only booking has been impacted by a WestJet-initiated flight change, they may use Manage Trips to select an alternate flight +/- 2 days from their originally scheduled flight. This option is only available if the flight change was a result of an IROP. Only the affected flight can be changed. If your client would like to change the unaffected segment, they must contact you.

To make it easier for you and your client to self-serve, they can search for their booking using the WestJet reservation number or the GDS reservation number (PNR).

If your clients are impacted by an IROP and choose to change their flight using Manage Trips, you will still have control of the booking and your commission will not be impacted. 

Once your client makes a change to their eligible flight(s) using Manage Trips, you will receive the following QQ messages:

Client CHG booking due to IROP. Please review CHG
Client may contact you for bag fee RFND if applicable.

Eligibility:

  • Bookings made through any GDS or WestJet Biz are eligible to use Manage Trips for this function.
  • Bookings made through WestJet Agent prior to its decommission are eligible to use Manage Trips for this function.
  • Flights must be on 838 ticket stock to use Manage Trips.
  • Flights may be changed to WestJet-published routes, including codeshare routes.
  • Flights associated with WestJet Vacations bookings are not eligible to use this feature if they are impacted by an IROP. Your client must contact you if they require assistance with changing their flight(s).

Bags

If your client’s booking includes pre-purchased bags and they are eligible for a refund, please note:

  • For all GDS bookings, your client must contact you to receive a refund for the bag fee.
  • WestJet Agent and WestJet Biz bookings that pre-purchased bags through Manage Trips will receive a refund to original form of payment for any applicable bag fees.
  • If your client moves from a WestJet-operated flight to a WS*OA flight, the bag fees must be refunded.
  • If your client’s bag fees were refunded, they may add bags to their booking at the time of check-in or with an agent at the airport.

Seats

If your client’s original booking was in Business or Premium and they are moving to an equivalent cabin, they will be able to select a seat on the new flight.  

At this time, if your clients were booked in Basic, Econo or EconoFlex and pre-paid for seats, they will not be able to use Manage Trips to change their booking. We are actively working on adding functionality for these fare classes and hope to make it available in early 2024.

Downgrades

If your client’s original flight was impacted by an IROP and they were seated in the Business or Premium cabin, they have the option of downgrading if their original cabin is not available on the new flight(s). They may be eligible for a partial refund.

To receive a refund, you or your clients must complete the Cabin downgrade refund request form on westjet.com.

How to change flights using Manage Trips

Visit Manage Trips on westjet.com. Enter the reservation number (PNR) and last name on the booking. The booking can be located using the WestJet PNR or the GDS PNR.

Once logged in, there are two ways your clients will see if they have been impacted by an IROP. A window will pop up indicating the booking has changed and your client can choose a different flight or cancel on this page.

Or, the main page will also note that important changes have been made to the trip. Your clients can request a cancellation by clicking on “Review changes” to accept their new flight or choose another. They can only change the affected segment.

If your clients selects “Choose a different flight,” they will be given a list of available flight options of +/- 2 days from their original scheduled flight. To choose a flight, they must click on “View.” The fare details will open and they must click “Select.”

If they are eligible to select new seats, they can choose from the seat map.

Your clients will see a summary of their new booking details. Once reviewed, they must click to accept the terms and conditions, then select “Complete changes.”

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Add WestJet Rewards ID or Canadian Travel Number

To add a WestJet Rewards ID or Canadian Travel Number post-booking, visit Manage Trips on westjet.com. Enter the reservation number (PNR) and last name on the booking.

Click “Edit guest details.”

To add the Canadian Travel Number, type it in the applicable field and select “Save changes.”

To add a WestJet Rewards ID, select the dropdown under “Travel preferences.” Select “WestJet” from the list of loyalty programs.

Type in the Rewards ID and then select “Save changes.”

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Pre-pay for seats

Visit Manage Trips on westjet.com. Enter the reservation number (PNR) and last name on the booking.

Click “Select seats.”

A seat map will populate and you can select and pay for seats.

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Pre-pay for bags

Visit Manage Trips on westjet.com. Enter the reservation number (PNR) and last name on the booking.

Click “Add bags.”

Up to two (2) checked bags can be added to the booking. Your clients will save if they pre-pay for the bags in advance.

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Add SSR codes

Visit Manage Trips on westjet.com. Enter the reservation number (PNR) and last name on the booking.

Click on “Edit guest details.”

Check the box next to “Accessibility request.” A list of eligible SSR codes will populate. Check all that apply, then select “Save changes.”

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