WestJet COVID-19 air refund policy Updated 17th February 2021
(UPDATED 17th FEBRUARY 2021 TO INCLUDE DEPARTURES UP TO 30th APRIL 2021 BOOKED WITH A PRIVATE REFUNDABLE FARE full details in below link)
Terms and conditions
• Applies to all origin/destinations and can be submitted at any time.
• Refund request can be submitted even if the ticket was not impacted by COVID-19.
• In the case of tickets with combined refundable and non-refundable fares, only refundable
fares/coupons are eligible as per standard fare rules.
• Penalty fees will apply for refund requests as per standard fare rules (if applicable). If submissions or tickets are processed without penalty fees (where applicable), the request will be rejected and/or an agency debit memo (ADM) will be issued.
BSP process
• Submit the refund application in BSPlink.
• 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:
- The payment card will be refunded.
- Cash will be refunded via BSP settlement.
- Commission will be recalled in all cases.
• All requests will be reviewed for eligibility and processed in eight to twelve weeks
Remeber published fare is excluded from this refund policy and this does not replace our existing COVID -19 policy for flights marked UN
Full details can be found here
COVID-19 REFUNDS (UK and EU) including pre paid seats, Domestic Canada, Mexico and the Caribbean
I want to say thank you for the continued support and understanding you and your teams have shown WestJet during this crisis.
From Monday 2nd Novemebr WestJet is the FIRST Canadian carrier to process refunds for ALL services cancelled by the airline due to COVID 19.
In this phase we are also refunding Domestic Canada, Mexico and the Carribean. Plus all pre paid seats are now elibile for refund*
Attached you will find the information relating to this refund process and eligibility for this scheme. The dates are outlined clearly so please adhere to them to avoid claims being rejected resulting in doubling of workload for your teams.
*Terms and conditions
• The flight segment(s) must have been canceled by WestJet (UN, UC or NO) with no flight replacement (TK) as a result of COVID-19. If the booking has been marked TK then it is NOT eligible for a refund. Bookings marked TK (but customer not traveling) will need to be canceled by your team please add a retention line. The booking will remain open for 24 months subject to one free date change and one free name change.
• Applies to all fares and class of service and must contain at least one EU segment - (DUB, GLA, MAN, LGW, CGD, BCN or FCO)
• Submissions with incorrect document values or detail will be rejected and must be resubmitted.
• Terms and conditions must be followed, or the request will be rejected.
WestJet to offer guests no-charge COVID-19 travel insurance
Today, WestJet is announcing no-charge COVID-19 travel insurance coverage for eligible guests booking travel to Mexico, the Caribbean, and European destinations including the United Kingdom.
For reservations made on or after September 18, 2020, any WestJet air-only reservation including WestJet Vacations bookings for travel to and from Mexico, the Caribbean (excluding territories of the U.S.), Europe (including the U.K.), and inbound to Canada will provide eligible guests no-charge COVID-19 travel insurance through new partner TuGo®. Coverage will be automatically applied at no additional charge to eligible guests at the time of purchase for travel until August 31, 2021 for up to 21 days. One-way travel reservations will also be eligible for coverage for up to seven days.
TuGo® Travel Insurance COVID-19 coverage for WestJet guests includes*:
- Emergency medical and hospital costs for outbound travellers if diagnosed with COVID-19 while outside of Canada (excluding the U.S) for up to a maximum limit of $100,000 CAD per insured person.
- Emergency medical and hospital costs for inbound travellers visiting Canada diagnosed with COVID-19 while in Canada up to the maximum limit of $100,000 CAD per insured person.
- Quarantine accommodation costs when the traveller tests positive for COVID-19 on the trip up to $150 CAD per insured person, per day to a maximum of 14 days for inbound and outbound reservations.
- Ambulance transportation and air evacuation costs related to COVID-19, up to the maximum limit of $100,000 CAD per insured person for inbound and outbound guests.
- COVID-19 repatriation costs in case of death of up to $5,000 CAD per insured person for inbound and outbound guests.
- One-way economy airfare for the return of one travelling companion and dependent children when air evacuated back home for treatment.
COVID-19 related insurance coverage will apply to any eligible itinerary that includes at least one flight operated by WestJet and ticketed on WestJet ticket stock (code 838). Guests will qualify for coverage regardless of whether their first flight was operated by WestJet or by one of WestJet’s codeshare partners so long as their booking was sold by WestJet and includes a flight operated and ticketed on WestJet.
Tickets purchased on a WestJet-operated flight from another airline, even if that airline is a code-share partner airline of WestJet, will not be eligible for coverage.
For full coverage details, please visit here.
*Exclusions apply. Not available to residents of Saskatchewan, United States, or for travel including cruises.
Keeping you safe through your journey
Since the onset of the COVID-19 pandemic we have been taking many extra steps to ensure the safety of our guests and our crew and will continue to do so for the foreseeable future.
As the various jurisdictions in which we fly begin to open again, our decisions will always be made with the health, safety and mental well-being of our guests and our people at the forefront. It is our commitment that all processes and procedures will be thoroughly evaluated and adapted as required to meet the new operating reality of a post-COVID world.
At WestJet, we hold ourselves to the highest standard and strive to create an environment as safe and clean as possible and have implemented the measures below to ensure the safety of all.
Face Masks
All WestJet Cabin Crew Members have been required to wear a company-approved face mask or face covering when within two meters of a guest on board. This measure further aligns with the recent Transport Canada directive that requires guests to wear a face mask or face covering while on board an aircraft.
In support of the directive that was issued on April 20, 2020, it is mandatory for guests to wear protective face coverings throughout their travel journey, including at the airport and while in flight. Travellers will be required to have a protective face covering prior to CATSA security screening. In addition, and per the directive, travellers will be required to show that they have a suitable face covering prior to boarding a WestJet flight. Guests will be asked to temporarily remove the mask while their identification is verified. Additional details are available here.
Aircraft Cleaning and Sanitization
From the onset of the pandemic, WestJet immediately added two additional disinfecting products to our cleaning arsenal for aircraft that are stationed overnight across our network. We also took additional precautionary measures to expand and increase the frequency of our aircraft sanitization.
We continue to clean onboard with aviation-approved products, including Sanicide (disinfectant) for galleys and lavatories, along with Celeste 8500 for all-purpose cleaning. In addition to these cleaners, we have added two more disinfecting products to our arsenal: hospital-grade Clorox Wipes and Spray.
These products are used on tray tables as well as general seating areas to ensure all guest contact surfaces are thoroughly disinfected. The Clorox and Sanicide products are used to accomplish the cleaning of our galleys, lavatories, tray tables, seat armrests and headrests, seatbelt buckles, the PSU panel, overhead bin door latches and lavatory door handles.
Disinfection Wipes
Upon boarding, each guest is provided with sanitization wipes. Guests are encouraged to use these wipes to further disinfect seats and tray tables should it make them feel more comfortable.
Aircraft Fogging
WestJet has implemented a new cleaning procedure consisting of fogging the entire aircraft interior to provide a complete disinfection using a hydrogen peroxide-based solution cleaner.
All WestJet 737 and Q400 aircraft are cleaned as part of their overnight cleaning and sanitization regimen. The new process takes approximately 15 minutes to complete with the product dissipating within 20 minutes.
Fogging enables us to thoroughly disinfect an aircraft at any time with little disruption to our guests and operations. We are working hard to ensure fogging can be expanded to every base we operate to as soon as possible.
Seat Distancing
WestJet introduced Seat Distancing on April 1, 2020 and was the first national airline in Canada to introduce guaranteed social distancing on board the aircraft. The middle seat on our Boeing 737s and 787 aircraft and every other seat on our Bombardier Q400 has been made unavailable to book to ensure our guests and crew can continue to fly safely and have more space to adhere to social distancing guidelines. You can rest assured that the seat next to you will be vacant.
This policy is in place until June 30, 2020 and we will reevaluate this initiative as required.
Changes to inflight service
In light of the COVID-19 pandemic, we have made updates to our inflight service and guests may notice the following changes:
On flights under 90 minutes:
- We are no longer offering service on these flights in any cabin
- Water and complimentary snacks are available for emergency use only
On flights over 90 minutes:
- We have suspended beverage service in all cabins
Economy:
- Guests receive a complimentary snack, water bottle (small) and napkin on their seat prior to boarding for all occupied seats
- Additional water is available on request
Premium and Business:
- Guests receive a premium snack box, napkin and water bottle (small) on their seat prior to boarding
- Additional water is available on request
Boarding Requirements
In compliance with Transport Canada regulations to help prevent the spread of COVID-19, all guests are required to respond to a health questionnaire at the time of boarding.
Clean air – HEPA filters
It is a common misconception that air on an aircraft is recirculated. All WestJet aircraft (737, 767, 787 and Q400) are equipped with an industry-leading air circulation system containing a HEPA filter, similar to what is used in hospital environments.
These filters achieve a viral removal efficiency of greater than 99.99909 per cent and bacterial removal efficiency of greater than 99.99996 per cent. This rating is based on the 0.3 micron contaminant benchmark – considerably smaller than animal dander, which is approximately 2.5 microns in size.
These aircraft also introduce fresh air into the cabin every two to three minutes (20 to 30 air changes per hour).
COVID-19 Affected Flights
WestJet has been a leader in Canada through transparent communications regarding COVID-19 affected flights to our guests and WestJetters. We have been posting all affected flights here as soon as we are notified by public health authorities of a confirmed case.
Additional safety measures
We continue to ask that guests adhere to the following guidelines, while boarding and onour aircraft:
- Keeping two metres (six feet) of distance between the guest in front and behind when boarding
- Using the WestJet App to download boarding passes to display on phones
- Avoiding lining up for washrooms
The effects of COVID-19 on the airline industry have been swift and devastating. Our commitment remains and is unwavering – we will continue to hold safety as sacrosanct. Nothing is more important than the health and well-being of our guests and our people. You can do your part for all of us – if you aren’t feeling well or are showing signs of the virus, please stay home. We’ll be ready to fly when you are.
Face mask policy and contact tracing enhancements
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 the 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 westjet.com/coronavirus 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.
Updated October 3rd, 2020
COVID-19 policy updates
Effective October 3rd we have updated our COVID-19 exception policy for WestJet air, WestJet Groups, and. Bookings made on or after March 3, 2020, until December 30, 2020, can change or cancel up to 24 hours before departure for no fee. WestJet Vacations Groups can change or cancel up to 14 days before departure for no fee for the same booking period.
Full terms and conditions are available on the travel agent resource site.
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