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.

The applicable waiver code must be entered in the refund waiver code field or the endorsement field, if permitted by the policy. Waiver codes entered in any other field may result in an ADM. The only exception applies to Travelport users. If the refund waiver code field is not available in Travelport, the waiver code may be entered in the OSI field.

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 for Travelport users only. 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.

No. Any residual balance from a previous exchange is forfeit as per ticketing fare rules.

If you or your client purchased a pre-reserved seat from westjet.com or via the Travel Support Team, please contact WestJet to process the refund.

You can process the refund directly in your GDS. A waiver code is not required.

For answers to frequently asked questions about refund applications, please visit our dedicated page.