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WestJet reinforces commitment to safety with zero-tolerance mask policy and support for contact tracing 

August 28, 2020



Today, we announced multiple safety updates including the potential for denied travel and a one-year WestJet Group travel ban for those who fail to comply with our mask regulation. We also announced the mandatory input of all guests’ contact information at online and kiosk check-in to help the Public Health Agency of Canada and the provincial public health agencies across Canada with contact tracing in the case of infected individuals on board

Zero tolerance mask policy

Effective September 1, 2020, the WestJet Group will implement a zero-tolerance policy in support of the requirement for all guests over the age of two to wear masks and face coverings. Non-compliant guests will face penalties including denied boarding, return of the aircraft to the gate to offload the passenger and the suspension of travel on any WestJet Group aircraft for up to one year.

Non-compliance on board the aircraft will be managed through a three-step process:

  1. Passengers will first be asked to put the mask on in a discussion with cabin crew.
  2. Passengers will be given a warning that masks are required, and compliance is necessary.
  3. Passengers will receive notice that non-compliance will result in follow up notification that they will be placed on a no-fly list for 12-months.

Since April 20, 2020, it has been mandatory for travellers to wear protective face coverings throughout their travel journey, including at the airport, while in flight and at the airport. As outlined by Transport Canada, travellers requiring an exemption to the regulation for health reasons must produce a certified medical note or will be subject to the measures as outlined. Complete guidelines on non-medical masks are available here.

Prior to flying, it is important that travellers understand the current regulations and modifications to services in response to COVID-19. Please encourage your clients to visit before departure to ensure they are aware of the policies.

Contact tracing enhancements

Effective September 1, 2020, the input of contact information for those travelling on WestJet, WestJet Encore, WestJet Link and Swoop will become mandatory at the 24-hour check-in process online and at kiosks. Mandatory information at WestJet check-in kiosks will be phased into the policy change by the end of September.

Once implemented, guests will no longer be able to bypass the information screen and will be required to input up-to-date information prior to the issuance of a boarding pass. It is the responsibility of the traveller to provide accurate information.

Please let your clients know that when they check in for their flight, they should input their personal contact information, including their own email address.

Thank you for your support as we reinforce our commitment to the safety of our guests and partners.