As WestJet takes measures to prepare for a potential labour disruption this weekend, it has also promised to manage the potential impact on its customers.
The airline says that includes continuing to offer flexible change/cancel policies for flyers with travel bookings from now until Aug. 4 who wish to make alternate arrangements. The company has not stated what it will do beyond Aug. 4.
WestJet has also not disclosed how many flights it has cancelled ahead of a possible strike or lockout, though airlines typically begin to wind down their flight schedules ahead of a potential labour stoppage to avoid stranding passengers, crews and aircraft.
A work stoppage could occur as early as Sunday, Aug. 2. The airline is encouraging customers to watch WestJet’s Travel Advisory page for updates.
What is WestJet required to do in the event of a labour disruption?
To determine what passengers are entitled to when a flight is delayed or cancelled, the Canadian Transportation Agency (CTA) looks at the airline’s “level of control.” Events considered within the airline’s control include scheduled maintenance, choice of aircraft and staffing schedules. For unplanned events that the airline can control but may pose a safety risk, passengers may be entitled to assistance, rebooking and refunds.
Under Canada’s Airline Passenger Protection Regulations (APPR), a labour disruption is considered a situation outside an airline’s control. As a result, customers are not entitled to cash compensation for their inconvenience.
However, the airline must rebook passengers on its next available flight or on the flight of an airline with which it has a commercial agreement. The flight must depart within 48 hours after the passenger’s original departure time. If the airline cannot rebook the passenger within 48 hours, the airline must, at the passenger’s choice, provide a refund or make alternate travel arrangements, free of charge.
What are an airline’s communication responsibilities?
An airline must provide information generally about a flight issue, compensation and any available recourse, including passenger options, such as making complaints with the CTA.
If a passenger complains that an airline did not meet its obligations during a flight disruption , the CTA will expect the airline “to provide documentation showing the assistance and compensation they provided affected passengers, if any, and how they communicated with them.”
The CTA website provides extensive details about making an air travel complaint .
What can passengers do to be prepared?
The CTA offers advice for passengers whose travel may be affected by a labour disruption.
Passengers should watch the airline’s website to determine if it has implemented a policy for ticket holders.
You can also check your travel or credit card insurance to see if it covers refunds for flights disruptions caused by labour disruptions.
Finally, passengers with flexible travel dates could contact the airline to ask if it will reschedule a trip. Airlines are not obligated to do so, says the CTA, but sometimes in advance of potential labour disruptions, they will waive rebooking or cancellation fees.
What is WestJet saying it will do?
The airline says on its website that if flight delays or cancellations occur, affected customers “will be refunded or accommodated, as applicable. Guests who booked directly with WestJet will be directly communicated via the email address provided at the time of booking for any changes to their travel.”
Flexible flight changes include a one‑time $0 change fee and the difference in fare price is waived, unless changing fare type, cabin or destination. Travel must be completed within 60 days of the original departure. WestJet asks passengers to note that changes must be made more than two hours before the flight departure time.
Passengers whose flight is part of a WestJet Vacations, Sunwing Vacations, or Vacances WestJet Quebec package are asked to contact those services directly to make changes or to cancel your trip. WestJet provides direct links to them on its website .
A customer who has booked through a travel agent, third-party (such as Expedia or Air Miles), a corporate travel arranger, or another airline, is asked to contact those providers directly.
What about refunds?
WestJet advises customers to review the fare rules as they apply to the fare paid to see if they will receive a refund for the original form of payment, or as a travel bank credit, adding that WestJet points, Travel Bank credits, and companion vouchers are returned when applicable. Cancellations must be made more than two hours before flight departure time.
Are other airlines doing anything for WestJet customers?
Air Canada says it is working with WestJet to accommodate affected travellers. In an update on its website , Air Canada says it is collaborating with WestJet to provide seats on Air Canada flights for customers whose travel plans may be disrupted.
Air Canada says travellers who have not been rebooked by WestJet must contact WestJet directly to discuss their options. They also have the option of purchasing a new Air Canada ticket.
Otherwise, customers who have already been rebooked by WestJet onto an Air Canada flight will find dedicated check-in counters at the airport. Those passengers can also manage their reservation online, including selecting seats and checking in within 24 hours of departure.
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