Self-serve exceptions and refund policies

Self-serve exceptions and refund policies

Jury duty

Jury duty

You may request a refund for your client’s air-only itinerary if they receive a jury duty summons that affects their dates of travel. Please review the terms and conditions below and follow the steps to process a refund.

Terms and conditions
  • Applies to all origins/destinations.
  • The request must be submitted before the date of travel. Requests made after the flight has gone into a USED or NOSHOW status will not be honoured.
  • Documentation is required in all cases. Redacted copies of the summons will be accepted if the guest’s name, address and date of jury duty are visible.
  • 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.
How to request a refund
Channel Action Contact details
ARC/BSP Email WestJet for waiver code.
See below for full details on what to include in the email.		 TARefundsandTicketing@westjet.com
  • Submit the request to TARefundsandTicketing@westjet.com. Include the following:
    • Ticket number(s), guest name, IATA number, agency phone number.
    • Redacted copy of the jury summons.
  • 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.

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