Today, Canada's second-largest airline announced that it will refund customers for flights cancelled due to the COVID-19 pandemic.
The WestJet Group of Companies said that it will begin providing refunds to the original form of payment for those guests with flights cancelled by WestJet and Swoop, from any time period, as a result of the pandemic.
Starting Monday, Nov.2, eligible guests will be contacted by the carrier, beginning with those with flights cancelled at the onset of the pandemic.
The refund process is expected to take six to nine months to work through eligible requests, stated WestJet. However, it expects there will be an administrative backlog and asks for guests to wait to be contacted as we work through requests as quickly as possible.
WestJet Vacations guests will continue to follow the process already established.
“We are an airline that has built its reputation on putting people first,” said Ed Sims, WestJet President and CEO. “We have heard loud and clear from the travelling public that in this COVID world they are looking for reassurance on two fronts: the safest possible travel environment; and refunds. We have been delivering on a safe environment through our Safety Above All program since the onset of the pandemic and as of Monday, November 2, we will proactively provide refunds to original form of payment to itineraries cancelled by WestJet and Swoop.”
“It has been incredibly disheartening for anyone working here at one of Canada’s most beloved brands not to be able to demonstrate that we have our guests at the heart of every decision,” continued Mr. Sims. “Through the efforts of thousands of WestJetters, we are confident that we can now begin providing refunds proactively. We are the first national airline in Canada to do so.”
WestJet asks its customers to wait until they are contacted by WestJet in order to not overload the Contact Centre.
Further information can be found here.
Currently, the Government of Canada states that you should avoid all travel outside of the country until further notice due to the COVID-19 pandemic. In a global travel advisory, the government states: "This advisory overrides other risk levels on this page, with the exception of any risk levels for countries or regions where we advise to avoid all travel."