As the Coronavirus (COVID-19) situation has unfolded over the last few days, we’ve made a number of updates to our policies, processes and systems to better support our guests evolving needs. We are in this together and are committed to taking care of our guests now and in the coming weeks.
We have experienced an unprecedented increase in requests via all our contact channels, including phone, email and social media. We appreciate that many of our guests have had to wait much longer than normal while attempting to change or cancel their upcoming travel plans, and we thank you for your patience and understanding if this has impacted you.
Our team has been working hard and coordinating with external partners to update our self-serve, online trip management tool so that it better supports our updated change/cancel policy.
Updates to our online Manage Trips portal
More guests can now manage their WestJet flight reservations by visiting the My trips section of our website. This online, self-serve tool has been updated to reflect our current flexible change and cancel policies and it will not charge a fee for eligible bookings. Learn more about your booking’s eligibility for online changes.
Any guest who originally booked with a travel agent – online or in person, a corporate travel arranger, or another airline, will need to contact them directly to change or cancel a reservation.
We continue to experience very high volumes for our phone, email and social media support channels. We are fully staffed and our WestJetters are working hard to take care of our guests as quickly as possible.
Our priority is to assist guests with imminent travel plans. To support this, we are asking all other guests to use our online self-serve option first. If your booking is not eligible, and you do need to contact us for assistance with your booking, please refrain from contacting us until 72 hours in advance of your flight.