Self-serve exceptions and refund policies
Self-serve exceptions and refund policies
FAQs
FAQs
Email requests for waiver codes will only be accepted in the event of jury duty or death of a traveller/death of family member. All other scenarios will not be actioned and you will be referred to the appropriate process.
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.
Yes. Your client can choose to keep their travel credit (unused open status ticket). For full details on travel credits and ticket validity, please review the full process here.
Can I enter the waiver code in an OSI on the PNR and in the waiver code field at the time of refund?
Yes. You must enter it into at least one field based on what your GDS supports. If your agency prefers to enter in both the waiver code field and the PNR, we will accept in both places.
Before processing the refund, verify the ticket qualifies under our terms and conditions. When processing the refund in your GDS or IAR, ensure you are including the appropriate waiver code in the waiver code field or via OSI. If all terms are followed, an ADM will not be issued.
Yes. The 838 ticket will be eligible for a refund it meets the terms and conditions for any unused portion, even if there are OA coupons.
You can process the refund directly in your GDS. A waiver code is not required.
Refund applications are reviewed and processed within 45 days of receipt. If more than 45 days have passed since you submitted your application, please verify in BSP that the refund application has not been actioned before contacting WestJet.
Please review your submission to ensure all details are correctly filled out. Verify that you are submitting a refund application and not a refund notice, ACM request, etc. If you continue to encounter issues, please submit a ticket with BSP.
The ticket status in GDS (including coupon status) has no impact on the ability to submit a refund application in BSP. If the ticket falls within the guidelines of a downgrade or IROP refund (12 months from first flight coupon), or ticket validity for a death of traveller/family member refund, the refund can be submitted through BSP.
Eligible scenarios are outlined on our self-serve exceptions and refund policies page and include IROP refunds that can’t be self-managed within the GDS (e.g., the connection flight was partially used), cabin downgrades, death of a traveller/family member (ticket is in no-show status), refundable taxes (ticket is in no-show status), and pre-reserved seat EMD refunds that are in USED status and associated with any of the above scenarios.
The refund application may have been submitted for a scenario that is not considered an acceptable use of the process or the correct process was not followed. When submitting, please consider the following:
- Verify the ticket status of your submission. Any ticket where the fare component is fully in OK status will be rejected as the refund will need to be processed through the GDS.
- Ensure your ticket and submission falls under an eligible scenario and meet the criteria listed on the self-serve exceptions and refund policies page. If an incorrect reason is used or the submission doesn’t meet the required criteria, the application is not eligible for a refund and will be rejected.
- Confirm the affected segment is indicated on the refund application. For example, if there were two segments on the ticket but only the second segment is eligible for a downgrade refund, ensure only the second segment is selected in the refund request.
- Validate the refund application is submitted against the affected ticket. For example, if a ticket is affected by a downgrade and exchanged to another, the refund must be submitted against the original affected ticket.
Submit the refund application for the base fare only. Remove all tax fields – this can stay as zero. The applicable refund amounts will be calculated by the system and updated prior to the processing of the refund. When submitting a refund application for a death of a traveller/family member scenario, please submit the correct refundable base fare and refundable taxes.