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Updated March 31, 2022


In this guide, you will find details on the WestJet Vacations refund policy for WestJet-initiated schedule changes that occurred during COVID-19.

REMINDERS

  1. For WestJet Vacations COVID dollars that are set to expire on April 30, 2022, we have extended the expiry to September 30, 2022.
    Please note this extension only applies to WestJet dollars obtained due to a COVID-19 WestJet Vacations booking cancellation and are set to expire
    on or before April 30, 2022.

  2. Commission is protected on WestJet Vacations packages that were submitted for a refund prior to December 31, 2021, via our online form.
  1. We will pay commission on the full value of rebooked packages booked until September 30, 2022, where WestJet COVID dollars are being redeemed. 
    The WestJet dollars being applied to the package must be from a COVID-related package cancellation.

This policy applies to:

  • WestJet Vacation packages booked before July 2021
  • For travel between February 01, 2020 and December 31, 2021

Eligibility Criteria:

In the event, WestJet adjusts or changes your clients’ scheduled flight for one or more of the following:

  • Packages where a schedule change moved your flight more than 90 minutes from the original departure/arrival, or
  • Packages that had a change in routing where one or more stops was added, or
  • Packages where at least one flight segment(s) cancelled by WestJet with no flight replacement

Refund Types

Refund Process

WestJet Air Groups and WestJet Vacation Groups

Refer to process

GDS, WestJet Agent, WestJet BIZ, WestJet Travelbank

Refer to process

Refund process

Refund terms and conditions

Eligibility criteria:

  • Package contained at least one flight date between February 01, 2020 and December 31, 2021
  • Packages where a schedule change moved your flight more than 90 minutes from the original departure/arrival, or
  • Packages that had a change in routing where one or more stops was added, or
  • Packages where at least one flight segment(s) cancelled by WestJet with no flight replacement
  • Including Deposit only bookings
  • Commission will not be recalled for eligible refunds submitted between July 13 – December 31, 2021
    • IMPORTANT: Refunds submitted on/after January 01, 2022 will follow standard commission recall guidelines


NOTE: If flights were cancelled or removed from the reservation prior to a WestJet schedule change, it will not be eligible.

IMPORTANT

In some cases, WestJet Vacations may need to issue a cheque to complete the refund to your client.  Please ensure your client’s WestJet Rewards profile has the most current contact and address details.

Not eligible:

  • Chargebacks submitted through your client’s bank
  • Successful travel insurance claims

For WestJet Vacations refunds

Vacation packages booked before July 2021, you can submit your request, by filling in our online form.

Vacation packages booked after July 2021, please follow our WestJet Vacations schedule change process.

You will need to provide the WestJet Rewards ID(s) where the package funds were placed on the initial cancellation request. Please ensure you fill out all relevant fields within the form. Once the request has been processed you will receive a notification that your original form of payment was credited.

Frequently asked questions

Q: How long will it take to process my client’s refund?
A:  All eligible refunds have been approved and we are working through processing them as quickly as possible.

Q: If I receive an email that details on the form are incorrect and I have to resubmit my client’s refund through forms, is my commission still protected if my original submission was prior to December 31, 2021?
A: Commission protection is based on the original submission date, so as long as you submitted the refund between July 13 – December 31, 2021, we will protect the original commission when refunding. Please ensure that the WestJet Rewards ID is attached to the refund request form, and all details entered match the original booking details.

Q: Who do I contact if I have questions about my WestJet Vacations refund request?
A: For questions about your refund submission, please email agencysalessupport@westjet.com.

Q: Can I call WestJet Vacations Contact Centre to validate if a booking is eligible for a refund?
A: No, WestJet Vacations Contact Centre agents are not able to validate eligibility. Please reference the eligibility requirements and complete the refund form if eligible.

Q: If my client chooses a refund to original form of payment and they paid in full, will their deposit also be refunded?
A: Yes. provided the package qualifies under our terms and conditions.

Q: Is Westjet recalling commission on refunded packages?
A: No, commission will not be recalled for eligible refunds submitted on/after July 13, 2021, until December 31, 2021. This applies to reservations that include a flight date between February 01, 2020 and December 31, 2021, and qualifies under our terms and conditions.

Q: What about previous packages already refunded that had the commission recalled?
A: We will not be retroactively returning commission on already refunded packages. Anything processed prior to July 13, 2021, will have followed our previous policy and commission recall is applicable.

Q: What happens if my client already received WestJet dollars for a cancelled package and redeemed a portion of them?
A: If your client has already used a portion of their WestJet dollars, you can submit a request to have the remaining value of the package refunded to original form of payment.

Q: If my client only paid a deposit on their booking and received WestJet dollars when the booking was cancelled, can they get a refund to the original form of payment?
A: Yes, deposit only bookings are eligible for refund, provided the package is eligible under our Terms and Conditions.

Q: If I previously requested WestJet Dollars for a cancelled package and my client received WestJet bonus dollars, can I still get a refund?
A: No, any previous requests where bonus WestJet dollars were received for a cancelled package will not be eligible for a refund.

Q: Will my client be eligible if they had insurance on their WestJet Vacations booking?
A: Any guests that had successful travel insurance claims are not eligible for a refund to original form of payment or retaining their travel credit in WestJet dollars. If a guest was denied insurance and is able to provide evidence, they will be eligible.

Q: Will I be notified when my client’s refund is processed?
A: Yes. Once your clients refund has been processed to their original form of payment, an email will be sent to the email address provided on the form submitted.

Q: How long will it take to process my client’s refund?
A: We will work to process refund requests as quickly as possible.

Q: If multiple payments were made to pay for their package, how will the refund be processed?
A: Refunds will be issued to the original form of payment. Therefore, if multiple payment methods were used, the applicable amounts will be refunded back to each form of payment supplied.

Q: What if there is an issue with my client’s credit card or original form of payment?
A: Refunds will be processed to the original form of payment. If the payment card has now expired, once the refund has been issued your client may need to contact their banking institution to have the funds transferred. This applies to a card that has been compromised, lost, stolen, account closed, the cardholder is deceased, etc.

Q: My clients want to keep their WestJet dollars received for a cancelled package, what is the process for this?
A: If your clients choose to keep their WestJet Vacations travel credit in WestJet dollars, no action is required at this time.

REMINDER: We will also pay commission on the full value of rebooked packages until September 30, 2022, where WestJet COVID-19 dollars are being redeemed.  Provided the WestJet dollars being applied were from a COVID-19 related package cancellation.

Q: My client’s WestJet dollars were transferred to another person, are they entitled to a refund?
A: Travel credits in the form of WestJet dollars can only be refunded to the original form of payment. For this reason, WestJet dollars that were transferred to another individual will not be refunded.

Q: If my client submitted a chargeback, will my commission still be protected?
A: In the case of chargebacks, commission will be recalled in full.

Q: My clients purchased and paid for Travel Protection Plan and used the program to cancel their vacation are they entitled to a refund?
A: Yes, your clients are entitled to a refund through their Travel Protection Plan, provided the package is eligible under our terms and conditions. Please contact our Travel Support Team at 1-877-664-3205, to process the refund.