Self-serve exceptions and refund policies
Pre-reserved seat (EMD) refund
Pre-reserved seat (EMD) refund
Updated June 5, 2025
If your client purchased pre-reserved seats and is eligible for a refund, please review the terms and conditions and follow the steps below.
Terms and conditions
- EMD must be issued on 838 ticket stock.
- Applies to all pre-reserved EMD issued from the GDS.
- Pre-reserved seats can be refunded up until 24 hours before departure. Within 24 hours, your client will only receive a refund if they cancel their entire itinerary.
- 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 (with the exception of IROP scenarios).
- 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.
How to request a refund
| Channel | Ticket status | Action | Waiver code |
|---|---|---|---|
| ARC / BSP | OK | Process in your GDS | Not required |
| ARC | USED due to no show | Email TARefundsandTicketing@westjet.com for assistance with refund eligibility. | Not required |
| BSP | USED due to no show | Submit a refund applicable (follow steps below) | Not required |
GDS process
Complete the refund in your GDS as per your normal process. A waiver code is not required.
Direct process
If you or your client purchased pre-reserved seats (EMD) through our website or by calling WestJet directly, please call us to complete the refund.
Refund application (EMDs for pre-reserved seat fees only)
- Submit a refund application in BSP with the following requirements:
- Include affected segments for which you are requesting the refund.
- Refund requests for EMDs with USED status due to no show are only permitted in cases of death or IROP scenarios. Include “Refund request for EMD due to death” or “Refund request for EMD due to IROP” in the reason field.
- Please include the correct calculation of applicable base fare and taxes.
- Once approved, the refund will be processed back to original form of payment
All requests received or processed outside our terms and conditions are subject to an Agency Debit Memo (ADM).