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Updated April 26, 2022

In this guide, you’ll find details on our Flight disruption/Irregular Operations (IROP) policy for changes that occurred less than 72 hours before flight departure. To prevent unwanted agency debit memos, please follow the details below for when a WestJet IROP occurs.

For details on our GDS schedule change (changes outside 72 hours) process, click here.

Content

Irregular Operations (IROP) within 72 hours overview

IROP’s are WestJet initiated changes made less than 72 hours from departure. Airlines may be required to change their flight schedules close to departure for numerous reasons that result in:

  • Delays
  • Diversions
  • Re-route

When an IROP occurs, your travel agency will receive notifications for each impacted PNR. The PNR will be updated and in most cases, the ticket will be revalidated and no exchange is required.

In cases where an involuntary reissue is required, it should be done before flight check in and/or left with WestJet to reissue the impacted flight segment.

Notifications

In the event of an IROP, WestJet will attempt to notify your client of the changes. As a reminder, please ensure you are adding SST CTCE contact details to ensure your clients can be notified of close in changes. You are also responsible for notifying your client of changes.

IMPORTANT: For cases where you do not cancel the flight segments prior to departure and your client does not travel, this will be considered a no-show and funds will be forfeit. This applies even in cases where your client did not accept the changes.

IROP Qualifications

Tickets issued anytime

Changes (TK) or cancel (UN) received by WestJet must be within 72 hours of flight departure.

For IROP guidelines click here.

Policy

Change permitted

Refund permitted

Time change

Yes

Yes

Change in routing

Yes

Yes

Cancel (UN) with no replacement (TK)

Yes

Yes

Misconnect in connection city

Yes

Yes

IROP guidelines

Accepting an IROP

  1. If the IROP is acceptable and the ETKT was auto-revalidated or exchanged by WestJet, no further action will be required.
  2. If the IROP is acceptable but the ETKT has not been revalidated or exchanged by WestJet, the ticket must be reissued.

For steps to reissue your client’s tickets, click here.

Unaccepted IROP (new flight required)

Terms and Conditions

  1. If you are unable to make the change and your client contacts WestJet, we will process the requested change for any flights departing within 72 hours.
  2. New flight(s) can depart within 24 hours before or after the original flight time.
    1. If there are no available or scheduled flights within 24 hours, the next available flight (earlier or later) may be selected for travel.
  3. Removal of old flights and rebooking of the new flight(s) can be done directly in your GDS.
  4. If your outbound/inbound date has been changed by WestJet, or you are moving the flight to the next calendar day, or next operating flight is not on the same calendar day as the original flight:
    a. You can move the outbound/inbound by the same amount of time.
    b. Example: Original outbound flight(s) were scheduled to depart 01SEP and inbound flight(s) 07SEP. As a result of a schedule change the outbound flight(s) were moved to 02SEP, you are permitted to move the inbound flight(s) to 08SEP.
  5. You are permitted to change to a geographically close airport within 320 kilometres/200 miles. Example YVR/YXX, FLL/MIA.
    a. If requesting to change to an airport beyond 320 kilometres/200 miles contact our Travel Support Team at 1-877-664-3205 to discuss options.

For steps to rebook new flights and reissue your clients’ tickets, click here.

Refunds

Refunds to original form of payment are permitted for guests who incurred a flight disruption (TK/UN) within 72 hours of their originally scheduled departure.

You and your client have the option of retaining a travel credit for a future flight or refunding to original form of payment. If your client prefers a refund to original form of payment, please follow the processes outlined below.

Refundable fare terms and conditions

Refunds for refundable fares due to a qualifying WestJet disruption can be processed by your agency in the GDS using normal processing. If one or more of the following has occurred, a full refund can be processed and any applicable penalty fees are waived.

  1. Reservation must contain at least one flight segment(s) changed (TK) or cancelled (UN) by WestJet
  2. The change (TK)/cancel (UN) was received by WestJet within 72 hours of the originally scheduled departure

Non-refundable fares terms and conditions

Your travel agency can refund a non-refundable ticket when there has been a qualifying WestJet disruption if one or more of the following apply:

  1. Reservation must contain at least one flight segment(s) changed (TK) or cancelled (UN) by WestJet
  2. The change (TK)/cancel (UN) was received by WestJet within 72 hours of the originally scheduled departure

IROP ticket reissue, and refund processes

Flight rebook process

Before rebooking any flight ensure you have reviewed our IROP qualifications and IROP guidelines.

  1. Rebook in original class of service in the same cabin
    1. For Basic (A, E), Econo (L, K, T, X, S, N, Q, H), 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.
    2. For Premium (R, O), PremiumFlex (W), if the original class of service is not available, rebook at the next highest fare class up to and including W class.
    3. For Business (D, C), BusinessFlex (J), if the original class of service is not available, rebook at the next highest fare class up to and including J class.
    4. If a seat is not available in the same cabin, you will need to select a different flight.

Ticket reissue process

Before rebooking any flight ensure you have reviewed our IROP qualifications and IROP guidelines.

  1. The ticket must be reissued as an even exchange
  2. Enter waiver code FD72HRINVOL into the ticket endorsement field
  3. Your client must be notified of the new flight information
  4. Terms and conditions must be followed, or the refund will be subject to Agency Debit Memo (ADM) for the full value of the ticket and an ADMIN fee up to 50.00 local currency per ticket

Refund process

  1. Remove/cancel all flights segments from your reservation
  2. Complete the refund in your GDS or IAR
  3. Enter waiver code 21FD72RF22 in your GDS/IAR refund waiver code field.
    a. If your GDS does not have a refund waiver code field, enter it in the PNR OSI field before refunding the ticket.
  4. At-source commission is to be recalled at the time of the refund
  5. Terms and conditions must be followed, or the refund will be subject to Agency Debit Memo (ADM) for the full value of the ticket and an ADMIN fee up to 200.00 local currency per ticket
  6. 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
    a. Non-refundable taxes: L8 and DO for Punta Cana (PUJ) and Puerto Plata (POP), Samana (AZS), La Romana (LRM)

IMPORTANT: For COVID-19 related refunds, please follow our WestJet air COVID-19 refund policy.