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Air Passenger Protection Regulations (APPR) compliance

July 26, 2019


WestJet’s guest care is central to our brand and fundamental to our business. For more than 23 years we have demonstrated our commitment to our guests, even when things do not go according to plan.

We continue to work closely with the Canadian Transportation Agency to implement the Air Passenger Protection Regulations for Phase One. Air Passenger Protection Regulations are in effect today. More information and updates to the APPR can be found at

What this means for the travel agency trade:

A carrier and third-party seller (travel agency) must provide information on the treatment of passengers and minimum compensation owed by the carrier and the recourse against the carrier available to passengers, in simple, clear and concise language on all documents on which the passenger’s itinerary appears.

To adhere to this, you will be required to advise your clients of the URL in the passenger’s itinerary and travel documents.  This URL will host all the above information required.  For more information about this compliancy and all other APPR requirements you may need to be aware of, visit the Canadian Transportation Agency website here.

In order to comply with the Air Passenger Protection Regulations WestJet requires all IATA and ARC accredited agents to provide your clients contact information for each passenger booked. This is also a requirement as per IATA resolution 830d, where agents are to provide airlines with client contact information for the purposes of contacting the passenger during operational disruptions.  See more information on IATA resolution 830d here.   You can find the steps on how to add your clients contact information in a GDS booking on here.

APPR compliance for denied boarding requires carriers to refund ancillary fees (seat, bag, etc.).  All ancillary fees will be refunded by WestJet including cases where the pre-reserved seat fee was issued by the travel agency.

This information was previously shared to all Operations Leads on July 9, 2019. Thank you for assisting us when it comes to assisting our mutual clients.