Booking & refunds

Booking & refunds

Refund applications

Refund applications

Overview and requirements

If your client experiences one of the scenarios in the chart below and the booking meets the eligibility requirements, you may submit a refund application. Follow the steps outlined in each scenario’s dedicated section to submit your refund application request.

Please note:

  • Only BSP tickets are eligible for refund applications. For ARC bookings, please see our self-serve exceptions and refunds page.
  • In scenarios where some segments can be self-managed in the GDS and others cannot, please submit both a GDS refund and a refund application. The GDS refund must be completed prior to submitting the refund application. If this order is not followed, the GDS refund cannot be processed.
  • Only the applicable base fare and/or taxes are eligible for a refund.
  • Any refund applications that do not meet the requirements or are submitted incorrectly will be rejected.
  • Please submit for a refund to original payment only. Any requests submitted to the incorrect form of payment will be rejected by BSP.
  • Refund applications will be reviewed and processed within 45 days.
Scenario Eligibility requirements
Cabin downgrade
  • BSP tickets only
Death of traveller or family member
  • BSP tickets only
  • Ticket must be in USED status due to no show
  • Refund cannot be self-managed in the GDS
EMDs (pre-reserved seat fees)
  • BSP tickets only
  • Ticket must be in USED status due to no show
  • Ticket must fall under an applicable refund application scenario
IROPs
  • BSP tickets only
  • Refund cannot be self-managed in the GDS
Refundable tax
  • BSP tickets only
  • Ticket must be in USED status due to no show
  • Refund cannot be self-managed in the GDS
SQ/W1 taxes
  • BSP tickets exchanged after December 1, 2025 where the SQ was forfeited for W1 on exchange

Eligibility requirements

The refund application process may only be used for cabin downgrades on BSP tickets.

How to submit a refund application

  1. Submit a refund through BSP for the impacted ticket once the coupon has been used to travel. This may not be the ticket they flew on.
  2. Select the impacted coupon number. For example: If coupon 1 was flown and coupon 2 was affected by a cabin downgrade, you would select coupon 2.
  3. In the reason field, include “Refund request for downgrade.”
  4. Submit the refund application for the base fare value using the original form of payment. If the incorrect form of payment is used, the refund will be rejected in BSP. The applicable refund amount will be calculated before the refund is processed.
  5. Once approved, the refund will be processed back to the original form of payment.

Eligibility requirements

In the event of the death of traveller or a family member, a refund application may be submitted for BSP tickets that are in USED status due to a no show.

How to submit a refund application

  1. Submit a refund through BSP for the impacted ticket.
  2. Select the impacted coupon(s).
  3. Attach a copy of the death certificate OR a copy of the page of the Last Will and Testament that determines the executor.
  4. In the reason field, include “Refund request for death of a guest.”
  5. Submit the refund application for the base fare and tax values using the original form of payment. If the incorrect form of payment is used, the refund will be rejected in BSP.
  6. Once approved, the refund will be processed back to the original form of payment.

Eligibility requirements

A refund application may be submitted for EMDs (pre-reserved seat fees) on BSP tickets that are in USED status due to a no show. The EMD must be associated with an eligible scenario such as a cabin downgrade, death of traveller/family member, IROP, refundable tax or SQ/W1 tax.

How to submit a refund application

  1. Submit a refund through BSP for the impacted ticket.
  2. In the reason field, include “Refund requested for EMD due to (insert refundable scenario here – e.g., IROP, death of traveller, etc.)”
  3. Submit the refund application for the refundable segment and applicable taxes.
  4. Select the impacted coupon(s).
  5. Submit the refund application for the original form of payment. If the incorrect form of payment is used, the refund will be rejected in BSP.
  6. Once approved, the refund will be processed back to the original form of payment.

Eligibility requirements

If your client experiences an IROP and the booking cannot be self-managed in the GDS, a refund application may be submitted. For example: The connecting flight was partially used and other segments are eligible for a refund. This applies to BSP tickets only.

Reminder: If some segments can be self-managed in the GDS and others cannot, please submit both a GDS refund and a refund application. The GDS refund must be completed prior to submitting the refund application. If this order is not followed, the GDS refund cannot be processed.

How to submit a refund application

  1. Submit the refund application through BSP for the impacted GDS ticket.
  2. Select the impacted coupon number. For example: If coupon 1 was flown on a connecting flight but couple 2 experienced an IROP, please select coupon 2.
  3. In the reason field, include “Refund request for IROP.” IROP must be included in the reason or the refund application may be rejected.
  4. Submit the refund application for the base fare value using the original form of payment. If the incorrect form of payment is used, the refund will be rejected in BSP. If the incorrect form of payment is used, the refund will be rejected in BSP. The applicable refund amount will be calculated before the refund is processed.
  5. Once approved, the refund will be processed back to the original form of payment.

Eligibility requirements

If your client’s ticket meets the requirements for a refundable tax refund and the ticket is in USED status due to no show, a refund application may be submitted. This applies to BSP tickets only.

How to submit a refund application

  1. Submit the refund application through BSP for the impacted ticket.
  2. Select the impacted coupon(s).
  3. In the reason field, include “Refund requested for refundable taxes.”
  4. Submit for the FR, IZ, QX or O4 taxes only.
  5. Submit using the original form of payment. If the incorrect form of payment is used, the refund will be rejected in BSP. If the incorrect form of payment is used, the refund will be rejected in BSP.
  6. Once approved, the refund will be processed back to the original form of payment.

Eligibility requirements

If your client’s ticket meets the requirements for refund of SQ and applicable taxes, a refund application may be submitted. This applies to BSP tickets only.

How to submit a refund application

  1. Submit the refund application through BSP for the impacted ticket.
  2. Select the impacted coupon(s). Be sure to submit against the original ticket where SQ was paid.
  3. In the reason field, include “Refund requested for SQ.”
  4. Submit for the applicable SQ amount and applicable XG/RC/XQ.
  5. Submit using the original form of payment. If the incorrect form of payment is used, the refund will be rejected in BSP. If the incorrect form of payment is used, the refund will be rejected in BSP.
  6. Once approved, the refund will be processed back to the original form of payment.

Frequently asked questions

Below, you’ll find answers to some frequently asked questions on our refund application process.

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.

Any of the scenarios outlined above are considered eligible including: 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), SQ/W1 taxes, or 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. Please review the above criteria and reference your refund application rejection prior to reaching out to WestJet. 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 meets the criteria listed above. If the requested reason does not match what is outlined above, or the submission doesn’t meet the required criteria, the application is not eligible for a refund and will be rejected.
  • 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.
  • Ensure the correct form of payment was entered. Incorrect forms of payment will be rejected.

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.