Last updated: May 22, 2023 at 7:50 a.m. MT

UPDATED: Flexible guidelines

The time period to process changes for travel between May 15-21, 2023 has now ended.

You still have until May 31, 2023 to process refunds for eligible bookings that meet the terms and conditions below.

IMPORTANT: Please ensure you follow the terms and conditions below 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.

We are committed to providing timely information to you and your clients. Please visit our Guest Updates page for the most up-to-date information about our operations.

Request a call back

You can choose to request a call back about your client’s air-only or WestJet Vacations booking instead of waiting on hold.

Contents

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:

• Booking date up to and including May 21, 2023 at 11:59 p.m. MT.
• Travel dates between May 15, 2023 – May 21, 2023, 11:59 p.m. MT.
• All origins and destinations are eligible.
• All fare bundles are eligible, including Basic. Basic will be treated as an Econo fare.
• 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 rebooks the same destination(s), no difference in fare will apply.
  • If your client changes their destination(s), the difference in fare will apply.
  • If your client rebooks to a lower fare, the residual will be refunded.
  • 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 cancellations:
  • The funds will be refunded to the original form of payment or may remain as an open ticket for future use.
  • UPDATED: 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.
  • If your client is connecting to or from a wholly marketed and operated WestJet flight to a flight operated by our partner airlines, they are eligible to change or cancel for no penalty.

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.

Cancellations using Manage Trips

Due to the labour action, we have temporarily made it possible for you or your client to cancel their booking using Manage Trips on westjet.com if they are departing within 72 hours. If your client chooses to cancel using Manage Trips, please note:

• For GDS bookings, the flight segments will be cancelled by WestJet. Your clients will automatically receive a refund for any seat or bag fees purchased directly with WestJet. You will receive a QQ message letting you know that your client has 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 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.
• WestJet Biz bookings cannot be processed using Manage Trips. Please call the Travel Support Team at 1-877-664-3205 to change or cancel.

UPDATED: Special Protection Agreements

If WestJet cancels your client’s flight and you would like to reaccommodate them, they can be rebooked using one of our partner airlines. To take advantage of our special protection agreements, you must call the Travel Support Team at 1-877-664-3205 for assistance. Please do not try to rebook your clients in your booking system.

How to handle GDS bookings

• Due to the labour action, we have temporarily made it possible for you or your client to cancel their GDS booking using Manage Trips on westjet.com if they are departing within 72 hours.
  • For GDS bookings, the flight segments will be cancelled by WestJet. Your clients will automatically receive a refund for any seat or bag fees purchased directly with WestJet. You will receive a QQ message letting you know that your client has 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 cancellations, your client may choose a refund to original payment or they may keep the ticket in open status, valid for 13 months from first coupon date.
  • Refunds must be completed by May 31, 2023 at 11:59 p.m. MT. Refunds completed after this date are subject to regular fare rules and applicable fees. Please ensure you follow this date or you will be subject to an ADM.
  • Use the waiver code FLEX0523 into the refund waiver code field when processing the refund.
• 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 FLEX0523 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.
• If you rebook your client and the new fare is lower, you will need to refund the original ticket using the waiver code FLEX0523 to the original form of payment and issue a new ticket at the lower fare.
• 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.
• If you cancel your client’s booking and leave it in open status, use the waiver code FLEX0523 to waive the change fee when you rebook.
  • For travel between May 15 through to May 21, 2023, a one-time change and cancel fee waiver is in effect. Changes must be completed by May 21, 2023 at 11:59 p.m. MT. The difference in fare is waived for changes, when the travel is rebooked on or before June 21, 2023 at 11:59 p.m. MT. For round trip journeys, the first flight must depart before June 21, 2023 but the return flight may occur after this date. The difference in fare will apply when rebooking to travel dates after June 21, 2023.
  • Changes completed after May 21, 2023 at 11:59 p.m. MT are subject to regular change rules and applicable fees.
• For commission:
  • If your client chooses to cancel all flight segments on the booking, 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.

How to handle WestJet Agent bookings

• Due to the labour action, we have temporarily made it possible for you or your client to cancel their booking using Manage Trips on westjet.com if they are departing within 72 hours.
  • For 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.
• For travel between May 15 through to May 21, 2023, a one-time change and cancel fee waiver is in effect. Changes must be completed by May 21, 2023 at 11:59 p.m. MT. The difference in fare is waived for changes, when the travel is rebooked on or before June 21, 2023 at 11:59 p.m. MT. For round trip journeys, the first flight must depart before June 21, 2023 but the return flight may occur after this date. The difference in fare will apply when rebooking to travel dates after June 21, 2023.
  • Changes completed after May 21, 2023 at 11:59 p.m. MT are subject to regular change rules and applicable fees.
• Refunds must be completed by May 31, 2023 at 11:59 p.m. MT. Refunds completed after this date are subject to regular fare rules and applicable fees.
• If your client chooses to cancel their booking, commission will be recalled.
• If your client would like to change their booking or you require assistance, please contact the Travel Support Team at 1-877-664-3205.

How handle WestJet Biz bookings

• For travel between May 15 through to May 21, 2023, a one-time change and cancel fee waiver is in effect. Changes must be completed by May 21, 2023 at 11:59 p.m. MT. The difference in fare is waived for changes, when the travel is rebooked on or before June 21, 2023 at 11:59 p.m. MT. For round trip journeys, the first flight must depart before June 21, 2023 but the return flight may occur after this date. The difference in fare will apply when rebooking to travel dates after June 21, 2023.
  • Changes completed after May 21, 2023 at 11:59 p.m. MT are subject to regular change rules and applicable fees.
• Refunds must be completed by May 31, 2023 at 11:59 p.m. MT. Refunds completed after this date are subject to regular fare rules and applicable fees.
• For cancellations, your client may choose a refund to original form of payment or have the funds returned to Travel Bank for future use.
• If your client chooses to cancel their booking, commission will be recalled.
• If your client would like to change or cancel their booking, please contact 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 May 21, 2023 at 11:59 p.m. MT.
• For travel dates between May 15, 2023 – May 21, 2023 at 11:59 p.m. MT.
• Econo, Premium and Business packages are eligible.
• All destinations are eligible.
• 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 the original form of payment.
  • For travel between May 15 through to May 21, 2023, a one-time change and cancel fee waiver is in effect. Changes must be completed by May 21, 2023 at 11:59 p.m. MT.
  • Changes completed after May 21, 2023 at 11:59 p.m. MT are subject to regular change rules and applicable fees.
• Changes or cancellations must be requested more than 2 hours prior to departure. Cancellations completed after this timeframe are subject to regular fare rules and applicable fees.
• If your client chooses to cancel their package while the travel advisory is in effect:
  • The funds will be returned to original form of payment.
  • Any portion 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.

IMPORTANT:

• If WestJet cancels your client’s flights and they are impacted while in destination:
  • WestJet Vacations will provide them with accommodations if required. They will receive a notification via email. Please note that they may be placed in an alternate hotel due to availability.
  • WestJet Vacations will work to find an alternate carrier for your clients, if applicable. Your clients will be notified by email once we have secured an alternate carrier.
• Due to a system limitation, if your client chooses to cancel their vacation package, commission will be protected.

WestJet Vacations packages with Swoop flights

If your client’s flights were booked with Swoop and are expected to be impacted by the labour action, you will receive an email from WestJet Vacations. This email will include a link to a form through which you can provide your client’s email address. This will allow us to communicate directly with them about any impacts to their booking relating to the labour action.

Alternatively, if you choose not to fill out the form, we will continue to send the IROP notifications to your email address. Please ensure you forward these emails on to your client.

How to handle SIREV, RevNet and Contact Centre bookings

If your client would like to cancel their package for no penalty, 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.

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.