WestJet air refund policy

Updated March 31, 2022

In this guide you will find details on WestJet AIR refund policies such as refundable fares, duplicate tickets, negative taxes, jury duty, death of a traveller and pre-reserved seats.

Additional GDS refund scenarios

For WestJet Vacations and Group COVID-19 refund requests:

Refundable fares

Terms and conditions

• Applies to all origin/destinations
• Applies to 838 tickets where the fare rules indicate the fare is REFUNDABLE
• Fare and taxes including YQ are eligible for refund with the following exception for non-refundable taxes. If the following taxes are refunded an ADM will be issued
  o Non-refundable taxes: L8 and DO for Punta Cana (PUJ) and Puerto Plata (POP), Samana (AZS), La Romana (LRM)
• Follow the original fare rules and if applicable, charge the appropriate penalty fee.

24-hour refund policy

 *ARC agencies can continue to VOID within the 24-hour time frame. There is no need to contact WestJet.

Terms and conditions (ARC/BSP)

• Flight segment(s) must be cancelled within 24 hours of reservation creation
• Applies to all fares and classes of service
• Fare and taxes including YQ are eligible for refund with the following exception for non-refundable taxes. If the following taxes are refunded an ADM will be issued
  o Non-refundable taxes: L8 and DO for Punta Cana (PUJ) and Puerto Plata (POP), Samana (AZS), La Romana (LRM)
• Applies to BSP users only if processing outside the same calendar day
  • Process the refund in your GDS
  • Enter the following Refund Waiver Code in the refund waiver code field and/or via OSI
    • WS24HRRFND

All requests received or processed outside our terms and conditions are subject to Agency Debit Memo (ADM).

Duplicate ticket refund policy

Terms and conditions

• Applies to all origin/destinations
• Applies to 838 tickets where the same guest name(s), same origin/destination, and same travel date have been ticketed
• Fare and taxes including YQ are eligible for refund with the following exception for non-refundable taxes. If the following taxes are refunded an ADM will be issued
  o Non-refundable taxes: L8 and DO for Punta Cana (PUJ) and Puerto Plata (POP), Samana (AZS), La Romana (LRM)
• Enter Refund Waiver Code in the refund waiver code field or as an OSI on the reservation: DUP and ticket number remaining open/flown, enter only the characters following 838
  • Example: TKT 8381234567890 is FLOWN/OPEN and TKT 8380987654321 is being refunded
    • Waiver code: DUP1234567890

All requests received or processed outside our terms and conditions are subject to Agency Debit Memo (ADM).

Negative tax refund policy

Negative taxes

Negative tax is a scenario where a tax was collected on the original ticket but would not apply to the new ticket.

In the event of negative taxes, the following options are available for the travel agent:

1. Issue a new ticket in the same class of service and refund the original ticket.
2. Negative taxes are forfeit.

If a refund is preferred, refer to the terms and conditions below to submit the original ticket for refund.

Terms and conditions

• Applies to all origin/destinations
• Applies to tickets where the same guest name(s) or same corporation have rebooked.
• Fare and taxes including YQ are eligible for refund with the following exception for non-refundable taxes. If the following taxes are refunded an ADM will be issued
  o Non-refundable taxes: L8 and DO for Punta Cana (PUJ) and Puerto Plata (POP), Samana (AZS), La Romana (LRM)

• Applies only when the tax on the original ticket no longer applies to the new ticket, as the result of your originating and or arrival city changing.
  • For example:
    • YYZ-YYC is being rebooked to YYC-YYZ
    • YVR-LAS is being rebooked to YVR-YYZ
    • FLL-YYC is being rebooked to YWG-YYC
    • YYC-LON-YYC is being rebooked to YYC-PAR-YYC
  • In most cases, when originating from the continental United States (U.S.) and changing to a different city from the continental U.S., the negative tax does not apply. 
    • Example: NYC-YYZ is being rebooked to LAS-YYZ

• New ticket must be issued before refunding the original ticket.
• New ticket must be rebooked in the same class of service as original ticket (or higher class).
• Enter Refund Waiver Code in the refund waiver code field or as an OSI on the reservation: NTX and the new ticket number, enter only the characters following 838
  • Example: New TKT 8381234567890 and TKT 8380987654321 is being refunded
    • Waiver code: NTX1234567890
• NOTE: If you exchange the original ticket, negative taxes are forfeit and we are not able to process a refund for the residual/forfeit amount.

All requests received or processed outside our terms and conditions are subject to Agency Debit Memo (ADM).

Jury Duty/Death of traveller refund policy

Terms and conditions – Jury duty

• Applies to all origin/destinations
• Applies to tickets that are impacted by a guest being called for jury duty
• Redacted copies of the summons will be accepted if the guest’s name, address and date of jury duty are visible.
• The request must be submitted prior to travel.

All requests received or processed outside our terms and conditions are subject to Agency Debit Memo (ADM).

Terms and conditions – Death of traveller or family member

• Applies to all origin/destinations
• Applies to tickets that are impacted by the death of the guest travelling (including those travelling on the same reservation) or the death of an immediate family member.
• A copy of the death certificate is required
• In the event of the death of an immediate family member, proof of relationship is required.

All requests received or processed outside our terms and conditions are subject to Agency Debit Memo (ADM).

GDS process

• Submit the request to TARefundsandTicketing@westjet.com
  • Details to include: Ticket number(s), guest name, IATA number, agency phone number.
    • Jury duty: Include redacted copies of the summons.
    • Death of Traveller/Family: Include the death certification and proof of relation to immediate family member (if applicable).
  • DO NOT INCLUDE: Payment card numbers
• WestJet will review the request and either approve the refund to original form of payment or reject the refund request.
• If the request is approved:
  • A waiver code will be provided
  • Process the refund in your GDS
  • Enter the waiver code provided in your GDS Refund Waiver Code field and/or PNR OSI field before refunding the ticket

• Fare and taxes including YQ are eligible for refund with the following exception for non-refundable taxes.
  • Non-refundable taxes: L8 and DO for Punta Cana (PUJ) and Puerto Plata (POP), Samana (AZS), La Romana (LRM)

NOTE: Waiver codes will only be provided via email requests.

All requests received or processed outside our terms and conditions are subject to Agency Debit Memo (ADM).

Pre-reserved seat (EMD) refund process

Terms and conditions

• EMD must be issued on WestJet ticket stock (838)
• Applies to all pre-reserved seat EMD’s issued from your GDS
• Terms and conditions must be followed, or the refund may result in an ADM (Agency Debit Memo)

GDS EMD process

• Complete the refund in your GDS, a waiver code is not required

Direct EMD process

If you or your client has pre-reserved seats (EMD) they purchased through our website or by calling WestJet directly, you can call WestJet to have your refund completed

Frequently asked questions

Q: Why can I no longer submit a refund request in BSP?
A: BSP Refund Applications are currently deactivated as the GDS is open to self-process your client refunds.

Q: Can I email in a request for a waiver code?
A: You only need to email for a waiver in the event of jury duty or the death of a traveller. Email requests for waiver codes for all other scenarios will not be actioned and you will be rereferred to the appropriate process.

Q: For processes where WestJet is still directing me to email TARefundsandTicketing@westjet.com for refund options or refund waiver codes, when will I receive a reply with my waiver code?
A: Please allow 7-10 business days for our team to get back to you. We ask that once you have submitted your request, you wait for us to contact you. Submitting multiple requests or asking for updates will only further delay processing.

Q: If my client is eligible for a refund to original form of payment, can they choose to keep the travel credit instead?
A: Yes. Your client can choose to keep their travel credit (unused open status ticket). For full details on travel credits and ticket validity, please review the full process here.

Q: Can we enter the waiver code in an OSI on the PNR and via the waiver code field at the time of refund?
A: Yes. You must enter it into at least one field based on what your GDS supports. If your agency prefers to enter in both the waiver code field and the PNR, we will accept in both places.

Q: I am concerned about an Agency Debit Memo (ADM) after I process the refund in my GDS/IAR, how can I ensure I will not get an ADM?
A: Before processing the refund, ensure the ticket qualifies under our terms and conditions. When processing the refund in your GDS or IAR ensure that you are including the appropriate waiver code in the waiver code field or via OSI. If all terms are followed, an ADM will not be issued.

Q: My 838 ticket includes codeshare or interline flights on the ticket, is it still eligible for a refund?
A: Yes, the 838 ticket will be eligible for refund provided the ticket qualifies under our the terms and conditions for any un-used portion, regardless if there are OA coupons.

Q: I originally exchanged my client’s travel credit for a lower fare and the residual was forfeit. Am I able to get a refund for that residual balance?
A: No, any residual balance from a previous exchange is forfeit per ticketing fare rules.

Q: What happens if my client purchased a pre-reserved seat directly with WestJet and it is eligible for a refund?
A: If you or your client purchased a pre-reserved seat from westjet.com, WestJet Agent or via the Travel Support Team, please contact WestJet to process the refund.

Q: What happens if we issued a pre-reserved seat (EMD) through our GDS?
A: You can process the refund directly in your GDS, waiver codes are not required.