Travel advisory – Maui wildfires – Flexible change/cancel

Last updated: August 16, 2023 at 3:52 p.m. MT

In response to the Maui wildfires, a travel advisory has been posted and flexible change/cancel guidelines have been announced for Kahului, Maui. If your clients are impacted, please follow the guidelines below.

Air-only bookings: WestJet and Groups

Terms and conditions

WestJet air-only bookings will be allowed a one-time change or cancellation for no fee if they meet the terms and conditions below:

• Flights booked on or before August 9, 2023
• UPDATED: Original travel dates between August 9, 2023 and September 16, 2023
• Eligible destinations: Maui, Hawaii
• All fare bundles are eligible, including Basic
• Changes or cancellations must be requested more than 2 hours prior to departure (excludes same day changes). For changes or cancellations within 2 hours of travel, standard change and cancel fee rules apply.
• For changes:
  • If your client is changing to the same destination or a geographically close destination and completes their travel on or before October 31, 2023, the difference in fare is waived and no change fee will be charged.
  • If your client is changing to the same destination or a geographically close destination and wishes to travel after October 31, 2023, no change fee will be charged but the difference in fare will apply. The exchange must be completed by October 31, 2023.
  • Your clients may book a new destination for no fee, but the difference in fare will apply. The exchange must be completed by October 31, 2023.
• For cancellations:
  • Depending on the booking channel, non-refundable fares (excluding Basic fares) will remain as an open ticket for 13 months from the first coupon date or returned to Corporate Travel Bank.
  • Basic fares are eligible for a change for no fee until October 31, 2023, after which the funds are forfeit.
  • Refundable fares may be returned to original form of payment or remain as an open ticket for 13 months from the first coupon date.
  • Any portion paid with WestJet dollars will be returned to your client’s account. Any portion paid with Travel Bank credit will be returned to your client’s account and the original expiration date (if applicable) will apply.  
• Bookings are eligible if they are issued on WestJet 838 ticket stock. Flights must be wholly marketed and operated by WestJet, including Encore.

IMPORTANT: Please ensure you follow the terms and conditions above or the booking will be subject to an Agency Debit Memo (ADM) for the full value of the ticket and an ADMIN fee up to $50.00 local currency per ticket.

GDS bookings

• For cancellations:
  • Non-refundable fares will remain as an open ticket for 13 months from the first coupon date (excluding Basic fares).
  • Basic fares are eligible for a change for no fee until October 31, 2023, after which the funds are forfeit.
  • Refundable fares may be returned to original form of payment or remain as an open ticket for 13 months from the first coupon date.
• For changes:
  • Changes must be completed by October 31, 2023 at 11:59 p.m. MT. If they are processed after this date, regular fare rules and applicable fees. Please ensure you follow this date or you will be subject to an ADM.
  • If you cancel your client’s segments and leave the ticket in open status, use the waiver code HWI082023 to waive the change fee when you rebook.
• There is no need for you to call to receive a waiver code if your client would like to change or cancel. Complete the change to the booking in your GDS and enter the waiver code HWI082023 into the endorsement field to waive the fee.
  • Waiver codes entered into the Tour Code, Ticket Designator, or any other field will not be honoured and will result in an ADM.
• Rebook in the original class of service in the same cabin.
  • For Basic (A, E), Econo (L, K, T, X, S, N, Q, H) and 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. 
  • For Premium (R, O) and PremiumFlex (W), if the original class of service is not available, rebook at the next highest fare class up to and including W class.
  • For Business (D, C) and BusinessFlex (J), if the original class of service is not available, rebook at the next highest fare class up to and including J class.
  • If a seat is not available in the same cabin, you will need to select a different flight.
• For commission:
  • For refundable fares, if your client chooses to cancel all flight segments on the booking and receive a refund, commission will be recalled.
  • If your client only partially cancels their booking (e.g., one segment), the commission on the remaining segments will be protected.

IMPORTANT: Please ensure you follow the above or the booking will be subject to an Agency Debit Memo (ADM) for the full value of the ticket and an ADMIN fee up to $50.00 local currency per ticket.

WestJet Agent bookings

• For cancellations:
  • Non-refundable fares will remain as an open ticket for 13 months from the first coupon date (excluding Basic fares).
  • Basic fares are eligible for a change for no fee until October 31, 2023, after which the funds are forfeit.
  • Refundable fares may be returned to original form of payment or remain as an open ticket for 13 months from the first coupon date.
• Changes must be completed by October 31, 2023 at 11:59 p.m. MT. If they are processed after this date, regular fare rules and applicable fees. Please ensure you follow this date or you will be subject to an ADM.
• For commission:
  • For refundable fares, if your client chooses to cancel all flight segments on the booking and receive a refund, commission will be recalled.
  • If your client only partially cancels their booking (e.g., one segment), the commission on the remaining segments will be protected.

To change or cancel your client’s booking, please call the Travel Support Team at 1-877-664-3205.

WestJet Biz bookings

• For cancellations, non-refundable fares will be returned to Corporate Travel Bank. Refundable fares may be returned to original form of payment or be returned to Corporate Travel Bank.
• Changes must be completed by October 31, 2023 at 11:59 p.m. MT. If they are processed after this date, regular fare rules and applicable fees. Please ensure you follow this date or you will be subject to an ADM.
• For commission:
  • For refundable fares, if your client chooses to cancel all flight segments on the booking and receive a refund, commission will be recalled.
  • If your client only partially cancels their booking (e.g., one segment), the commission on the remaining segments will be protected.

To change or cancel your client’s booking, please call the Travel Support Team at 1-877-664-3205.

WestJet Vacations bookings

Terms and conditions

WestJet Vacations bookings (with WestJet or Swoop air) will be allowed to make a one-time change or cancellation for no fee if they meet the terms and conditions below:

• Booking date up to and including August 9, 2023 at 11:59 p.m. MT
• UPDATED: Original travel dates between August 9, 2023 and September 16, 2023
• Econo and Premium packages are eligible
• Eligible destinations: Maui, Hawaii
• For changes:
  • If the new package price is higher, the difference in price applies. If the new package price is lower, the residual will be returned to WestJet dollars. Your clients are responsible for hotel penalties.
  • Blackout dates apply.
• If your client chooses to cancel their package while the travel advisory is in effect:
  • The air portion will be returned to original form of payment.
  • The hotel portion will be returned to WestJet dollars.
  • Your clients are responsible for hotel penalties.
  • Any portion of the package paid with WestJet dollars will be returned to your client’s account and the original expiration date (if applicable) will apply. 
• WestJet Vacations Groups are not eligible.

SIREV, RevNet and Contact Centre bookings

If your client would like to cancel their package, you can self-serve the cancellation in SIREV via TripBook. Please refer to our how-to guide if you need assistance: SIREV and TripBook guide. Please note, you may see a fee associated with your cancellation. If the cancellation is requested during the eligible dates, the fee will be waived by a WestJet Vacations agent before it is processed.

Your client can also cancel their booking by visiting westjet.com and clicking on “Manage my vacations.” We’ve included steps in our guide so you can help familiarize your clients with the process, but we recommend that travel agents cancel bookings through SIREV via TripBook.

To change your client’s package, please contact the Travel Support Team at 1-877-664-3205.