Questions and answers for our guests on Coronavirus (COVID-19)

Last updated March 12, 2019 at 18:15 MST


We understand our guests may have questions about their travel plans and steps WestJet is taking to ensure the safety of our guests and crew in response to Coronavirus (COVID-19).

If you still have questions after reading below, please consider contacting us directly.

Is it safe to fly?

Safety is WestJet’s top priority and we are committed to providing our guests and WestJetters a safe travel and work environment.

The Public Health Agency of Canada (PHAC) has assessed the public health risk associated with Coronavirus (COVID-19) as increased. Public health risk is continually reassessed as new information becomes available. Please consult the Coronavirus (COVID-19) page on travel.gc.ca for the latest information including travel advice.

We encourage our guests and WestJetters to travel with their own regulation-size hand sanitizers or disinfectant wipes (in containers 100 ml/100 g or less) and to engage in effective preventative measures.

Our most recent travel advisories are available here.

What if I’m concerned about booking a flight or trip?

In the effort to ensure guests can continue to book with confidence WestJet and WestJet Vacations have implemented a new flexible change policy for new bookings. More information is available here.

Can I make changes to, or cancel my flight?

For flights booked before March 3, 2020 for travel in March or April 2020:

  • $0 one-time fee waiver for changes or cancellations
  • Change or cancellation must be requested at least 24 hours prior to departure
  • Value of cancelled flights will be returned as a credit to your Travel Bank
  • If you change your flight, the difference in fare applies

Change or cancel your flight online now.

If you booked through a travel agent (online or directly), corporate travel arranger, or another airline, please contact them directly.

What if I’m travelling on a flight with one of WestJet’s partner airlines?

Where can I find out more information?

Our global partners are working diligently to provide guests with the most up-to-date information. You can find out more from their pages directly below.

Delta
KLM
Air France
Qantas
Aeromexico

How are aircraft cleaned?

WestJet aircraft are given a light groom after every flight, a full groom every 24-hours, a complete interior detail monthly and an enhanced hyper-focused groom annually.

In response to the current Coronavirus (COVID-19) outbreak, WestJet has taken additional precautionary measures to expand and increase the frequency of our aircraft sanitization at our busiest bases. WestJet has also added two additional disinfecting products to our cleaning arsenal for aircraft that are stationed overnight across our network.

We are continuing to clean with our 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 new 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.

How clean is the air on the plane?

The idea that all aircraft air is recirculated is a common misconception. 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).

How can you protect yourself?

Human Coronaviruses cause infections of the nose, throat and lungs. They are most commonly spread from an infected person through:

  • respiratory droplets generated when you cough or sneeze
  • close, prolonged personal contact, such as touching or shaking hands
  • touching something with the virus on it, then touching your mouth, nose or eyes before washing your hands

We encourage all guests to engage in preventative measures as outlined:

  • wash your hands often with soap and water for at least 20 seconds
  • avoid touching your eyes, nose or mouth with unwashed hands
  • stay home if you are sick
  • when coughing or sneezing:
    • cover your mouth and nose with your arm or tissues to reduce the spread of germs
    • immediately dispose of any tissues you have used into the garbage as soon as possible and wash your hands afterwards

More information is available here

Why are some of your employees wearing masks and some are not?

WestJet continues to follow the guidance of the World Health Organization (WHO), Public Health Agency of Canada (PHAC), Centers for Disease Control and Prevention (CDC) and others such as Transport Canada that say that face masks are neither needed nor recommended. While we do not require our employees to wear masks, our WestJetters can make a personal and precautionary choice to do so should it make them feel more comfortable.

How and when should masks be worn?

According to the World Health Organization (WHO), if you are healthy, you only need to wear a mask if you are taking care of a person with suspected 2019-nCoV infection or if you are coughing or sneezing.

Masks are effective only when used in combination with frequent hand-cleaning with alcohol-based hand rub or soap and water. If you wear a mask, then you must know how to use it and dispose of it properly.

More information on masks is available here on WHO’s website.

What happens if someone is sick on my flight?

Should a guest present ill or fall ill during travel, our frontline teams and crews are trained to handle multiple scenarios and situations that can arise on the ground or onboard our aircraft and have access to real-time support of physicians at MedLink when requested.

It is the crew’s duty to assess, refuse or move anyone who is exhibiting signs of not being fit to fly due to illness.

What do I do if I am not feeling well on a flight?

It’s important to self-identify so that our WestJetters can ensure your safety along with the safety of other guests and crew. Frontline WestJetters are trained to handle multiple scenarios and situations that can arise on the ground or onboard our aircraft and have access to real-time support of physicians at MedLink when requested.

Where should I go to find out more information?

Public Health Agency of Canada: https://www.canada.ca/en/public-health.html

Government Travel Advice and Advisories: https://travel.gc.ca/travelling/advisories

Government of Canada Coronavirus (COVID-19) Updates: https://www.canada.ca/en/public-health/services/diseases/2019-novel-coronavirus-infection.html

World Health Organization: https://www.who.int/health-topics/coronavirus

IATA – Air transport communicable diseases: https://www.iata.org/en/programs/safety/health/diseases