Flight delays, cancellations, and schedule changes

We understand that any disruption to your plans can be tough. We'll keep you informed and work to get you back on track as quickly and safely as we can.

At WestJet, we don't overbook flights as a rule, but there might be times when we need to change the aircraft or seating arrangement due to operational needs. If this happens, we'll make sure it affects your travel as little as possible.

If you're denied boarding, your flight is delayed or canceled for at least two hours, or your baggage is lost or damaged, you might have rights under the Air Passenger Protection Regulations. To learn more about your Canadian Passenger rights, you can send WestJet an APPR question or concern or visit the Canadian Transportation Agency’s website.

Learn more about flight interruptions for flights departing, arriving, or diverted through: 

You will receive notifications from WestJet three different ways:

  1. Email - when you book a flight 
  2. Text message - when you check-in online you’ll be automatically enrolled to receive flight updates from phone number: 1-833-883-8705
  3. WestJet app -  after you’ve downloaded the WestJet app to stay informed through push notifications on your mobile device.

These notifications apply to WestJet operated flights only, and include:

  • the reason for flight delays, and cancellations
  • gate changes
  • compensation our guests may be entitled to
  • and recourse available against WestJet, when applicable

No notifications are sent if the flight is on time. To be certain, you may check:

 

Before you arrive at the airport

The following is the protocol for notifying guests about flight changes:

  • Delay notifications will only be provided if the delay is 15 minutes or greater
  • Delay and cancellation notifications will be provided every 30 minutes until alternative travel arrangements have been made.
  • Please note:
    • If you booked your trip through a third-party such as a travel agent, airline partner, travel site or AIR MILES®, we recommend that you contact them, as you may not receive direct communications from WestJet.

 

At the airport

The following is the protocol for notifying guests about flight changes:

  • Delay notifications will only be provided if the delay is 15 minutes or greater
  • Flight change notifications  will be provided every 30 minutes until alternative travel arrangements have been made.  
  • Departure notifications stop 15 minutes prior to actual departure
  • Gate change notifications are sent only within 3 hours of departure

 

On the aircraft

  • announcements every 30 minutes (when safe for our pilots to do so)

 

Extra Mobile Services Information

  • Reply HELP for help and STOP to stop receiving messages from us. Message frequency may vary, and message and data rates may apply.
  • Participating carriers: AT&T. Verizon Wireless, Spring, T-Mobile, U.S. Cellular, Boost Mobile, Metro PCS, Virgin Mobile, Alaska Communications Systems (ACS), Appalachian Wireless (EKN), Bluegrass Cellular, Cellular One of East Central, IL (ECIT), Cellular One of Northeast Pennsylvania, Cricket, Coral Wireless (Mobi PCS), COX, Cross, Element Mobile (Flat Wireless). Epic Touch (Elkhart Telephone) CGI, Golden State, Hawkeye (Chat Mobility), Hawkeye (NW Missouri), Illinois Valley Cellular, Inland Cellular, iWireless (lowa Wireless), Keystone Wireless (Immix Wireless/PC Man), Mosaic (Consolidated or CTC Telecom), Nex-Tech Wireless, NTelos, Panhandle Communications, Pioneer, Plateau (Texas RSA 3 LTD), Revol, RINA, Simmetry (TMP Corporation), Thumb Cellular, Union Wireless, United Wireless, Vlaero Wireless, and West Central (WCC or 5 Star Wireless).
    Carriers are not liable for delayed or undelivered messages.
  • Read our Privacy Policy
  • Don’t forget to Download the WestJet app to stay informed on-the-go and enable instant notifications.
  • WestJet is not liable for delayed or undelivered messages
  • Message and data rates may apply. Please contact your wireless carrier for details.

 

Flying with a non-WestJet operated airline?

Policies for communicating flight delays and cancellations can be different between airlines. If you’re travelling on a flight operated by a carrier other than WestJet, we recommend that you visit the airline’s website to learn about their policies, fees and terms and conditions of carriage.

If you have concerns about how the delay or cancellation of your flight was communicated, the airline that operated the affected flight will be best equipped to deal with your concerns.

You can also review our domestic tariff, specifically rule 90: Schedule Irregularities. Delays, cancellations and compensation.

Though we always strive to be the most on time airline in Canada, delays and cancellations happen for reasons:

  1. Outside WestJet’s control
  2. Within WesJet’s control, but required for safety
  3. Within WestJet’s control

What happens when your flight is delayed or cancelled depends on the circumstances of your flight interruption? Find what you can expect for all situations below.

A Tarmac Delay is when your flight is ready to take off (and the doors of the aircraft are closed) or your flight has just landed (and the doors of the aircraft are closed), but you are kept waiting in the plane. We will do what we can to make you comfortable during a Tarmac Delay, including the following:

1. WestJet will provide you with access to working lavatories, proper ventilation and heating or cooling, food and drink, and the ability to communicate with people outside the plane free of charge, when feasible (“Tarmac Delay Services”). If you require urgent medical assistance during a tarmac delay, we will take all reasonable steps to facilitate access to medical assistance.

After a 3 hour tarmac delay at an airport in Canada, the plane will return to the gate so you can disembark if safe to do so. A plane can stay on the tarmac for up to 45 additional minutes, if it is likely that it will take off within that period and we are able to continue providing the same Tarmac Delay Services, when feasible.

2. This short extension is to ensure that the plane can take off if there is a reasonable prospect of this occurring – so that you can reach your final destination without the inconvenience of further delay or a flight cancellation.

If it is not likely that the plane can take off within the additional 45 minute window, the plane will return to the gate, unless it is prevented for reasons related to safety, security, customs control or air traffic control.

Depending on the circumstances, it may not be possible for WestJet to allow you to disembark from the aircraft during a Tarmac Delay, for various reasons, including but not limited to concerns related to safety, security, or due to directions by Air Traffic Control or Customs Control.

If the plane returns to the gate for disembarking because of a tarmac delay, disembarking priority will be available to passengers with disabilities and their support person, service animal or emotional support animal, if any, upon request and when feasible.

Changes to your flight schedule

Schedule changes are adjustments to flight times and destinations. Unfortunately, even though we prefer not to make schedule changes, they do happen. Generally, schedule changes are made because of adjustments to air traffic routes, airport requests, construction at airport facilities, security constraints, market forces, partner airline schedules and so on.

Should you experience a schedule change, WestJet will make every effort to contact you in a timely manner (via email) to advise you of a change. The email will contain information about your old flight itinerary and your new flight itinerary. Depending on the magnitude of the schedule change, the email may also include the option to accept the change, decline the change (and request a refund), or instructions on how to make a change to your new flight itinerary.

For flights booked directly with WestJet (westjet.com, contact centre, etc.), Please refer to the chart below, which displays how WestJet contacts guests in most schedule change situations.

WestJet schedule change communication

Schedule change criteria
  • One (1) schedule change email will be sent 90 days prior to departure
  • Flight is departing no more than one hour later than the original flight.
  • Flight is departing no more than 15 minutes earlier than the original flight.
  • Departure time remains the same but connection times are different (up to three hours).
  • Flight time remains the same but flight number has changed.
  • Up to four (4) schedule change emails will be sent starting 90 days prior to departure
  • Phone call if there is no guest action resulting from emails, or if the schedule change requires alternate planning directly with the guest (including WestJet Vacations or Group Bookings)
  • Flight is departing 16 to 30 minutes prior than the original flight.
  • Flight is departing 1 to 3 hours later on the same day.
  • Direct or non-stop flight was changed to a connecting flight.
  • Up to four (4) schedule change emails will be sent within 72 hours of when the change has been made
  • Phone call if there is no guest action resulting from emails, or if the schedule change requires alternate planning directly with the guest (including WestJet Vacations or Group Bookings)
  • Flight is departing more than 3 hours later on the same day.
  • Flight now has an overnight connection.
  • Flight is departing more than 30 minutes prior to original departure.

 

You can also review our domestic tariff, specifically rule 90: Schedule Irregularities for more information.

If you booked your trip through a third-party such as a travel agent, airline partner, travel site or AIR MILES®, WestJet will notify them directly of all changes and they will be responsible for providing you updates.

You can view which airline is operating your flight when you book online, on your itinerary receipt or on your boarding pass/ticket.

When flying with an operating carrier other than WestJet, it’s a good idea to familiarize yourself with the fees and policies of the airline that is operating your flight, as each airline has its own terms and conditions of carriage.

If issues occur on a non-WestJet operated flight, for example, relating to denied boarding, flight delays or cancellations, lost or damaged baggage, the airline that operated the affected flight will be best equipped to deal with your concerns. This does not limit your ability to make a claim with another carrier pursuant to the APPR.

Should you incur out-of-pocket expenses for a controllable flight delay or cancellation, you may submit a request to WestJet for reimbursement. WestJet will review requests for reasonable expenses that meet certain criteria and supporting, itemized receipts will be required. If approved, you will be reimbursed with cash by electronic payment or with WestJet dollars deposited into your WestJet Rewards account. It’s your choice.

Our general guidelines are:

  • Hotel costs: in situations where WestJet was unable to secure a hotel room, or you did not accept the hotel re-accommodation option WestJet has offered (and you book your own hotel), WestJet will reimburse you for reasonable expenses.
  • Meals:in the unlikely event meal vouchers mentioned above are not available during your controllable delay, we will reimburse you for any reasonable expenses. Alcoholic beverages and tips/gratuities will be excluded.
  • Transportation: if transportation was not available by WestJet, we will reimburse the reasonable cost incurred for transportation between the airport and the hotel.

These guidelines do not limit or reduce your right to claim damages, if any, under the applicable convention or under the law.

Third party bookings or airline partner flights

If you’re travelling on a flight operated by one of our partner airlines, or you booked your trip through a third-party such as a travel agent, airline partner, travel site or AIR MILES®, we recommend that you contact them directly as they are in a better position to make the appropriate arrangement for re-accommodation or travel options.  If your flight departs within 24 hours you can contact your third party agent or contact WestJet directly.

For further detailed information please see rule 90: Schedule Irregularities of our domestic tariff.

To submit a request, please fill out and submit the online reimbursement request form in full. One of our Guest Support specialists will review the request and process it, if approved. Submit expenses from a disrupted flight

From unexpected maintenance to winter storms, flights are delayed or cancelled for many reasons.

Reasons for flight delays or cancellations:

** reasons provided on your day of travel are based on information available at the time of disclosure and are subject to change.

Helpful links