Updated July 30, 2025

You may request a refund for your client’s air-only itinerary if they experience one of the following:

• Death of the guest booked to travel with WestJet.
• Death of an immediate family member or travel companion.

Please review the terms and conditions below and follow the steps to process a refund.

Terms and conditions

• Applies to all origins/destinations.
• Applies to tickets that are impacted by the death of the guest travelling (including those travelling on the same reservation) or the death of an immediate family member.
• Please cancel unwanted flights prior to submitting the request.
• UPDATED: If the request is due to the death of a guest booked to travel with WestJet, an immediate family, or a travel companion, include one of the following:
  • A copy of the death certificate
  • A handwritten registration of death with the registrar’s stamp or signature
  • A funeral home statement of death with the funeral home’s contact information and a stamp or signature
  • A medical statement of death with the attending physician’s name and signature (electronic copies accepted)
• UPDATED: If the deceased guest was the only person on the reservation, also include:
  • A copy of the portion of the Last Will and Testament identifying the executor, or
  • A copy of the marriage certificate, if applicable to a spousal request
• A Marriage Certificate may be required if this is a spousal request.
• If the documentation is not written in English, French or Spanish, the document must be translated to one of these three languages.
• Documentation must be submitted within 12 months of the flight cancellation.
• WestJet will not respond to requests that do not contain the proper documentation.
• If there is a scenario where some segments can be self-managed in the GDS and other segments cannot, you must submit both a GDS refund and a refund application. For example:
  • If one coupon is in OK status and one is in USED status due to a no-show, you must submit and follow both the pre-travel and refund application processes for each affected segment. For a connection flight, if coupon 1 was flown and coupon 2 was USED due to a no show, no remaining value exists to refund and the refund application will be rejected.
• Coupons in USED status due to a no-show will be reviewed by WestJet to determine refund eligibility.
• Any refund applications that do not meet all requirements of the applicable scenario type or that are submitted incorrectly will be rejected.
• Refund applications will be reviewed and processed within 45 days.

For support with refund applications, see our frequently asked questions page.

• Submit the request to TARefundsandTicketing@westjet.com. Include the following:
  • Ticket number(s), guest name, IATA number, agency phone number.
  • A copy of death certificate OR a copy of the page of the Last Will and Testament that determines the Executor.
• Do not include payment card numbers.
• WestJet will review the request and approve the refund to original form of payment or reject the refund request.
• If the request is approved, a waiver code will be provided.
  • Process the refund in your GDS.
  • Enter the waiver code provided in your GDS refund waiver code field and/or PNR OSI field before refunding the ticket.
• The fare and taxes (including YQ) are eligible for a refund with the exception of select non-refundable taxes. If the following taxes are refunded, an ADM will be issued:
  • Non-refundable taxes: L8 and DO for Punta Cana (PUJ) and Puerto Plata (POP), Samana (AZS), La Romana (LRM)
• IMPORTANT: Waiver codes will only be provided via email request. Please allow 7-10 business days for our team to get back to you. Once you have submitted your request, please wait for us contact you. Submitting multiple requests or asking for updates will further delay processing.

• Submit the request via refund application in BSP. Please ensure you do the following:
  • Select the coupon(s) requested for refund.
  • Include a copy of death certificate OR a copy of the page of the Last Will and Testament that determines the Executor.
  • Include “Refund request for death of a guest” in the reason field.
  • Ensure any commission received is recalled.
• Only the applicable fare and taxes will be refunded. Coupons in USED status due to a no-show will be reviewed by WestJet to determine refund eligibility.
• Any refund applications that do not meet all requirements of the applicable scenario type or that are submitted incorrectly will be rejected.
• Refund applications will be reviewed and processed within 45 days.

For support with refund applications, see our frequently asked questions page.

All requests received or processed outside our terms and conditions are subject to an Agency Debit Memo (ADM).