Ask WestJet

If you have any questions regarding your car / hotel reservations, please call toll-free 1-866-787-1277.

NOTE: If you are having problems booking online and you cannot find the answer to your problem here, please refer to our Contact Us page.

1. Making a Reservation
   
2. Availability and Fares


3. Paying for my Reservation


4. Getting my Seat on the Plane


5. Safety and Security of the Online Booking System


6. What can and can't I bring on my flight?
   
7. Fuel Surcharge

1. Making a Reservation

Whom do I contact regarding telephone reservations?
Please contact us if you need assistance or would like to book over the telephone.

When can I call to make a booking over the phone?
Our Sales Super Centre is open from 4:00 a.m. to 1:00 a.m. mountain time - Monday through Saturday, and Sundays 5:00 a.m. to 1:00 a.m.

Are there any other airlines listed on WestJet's site?
No. WestJet is not affiliated with any other carriers. However if you wish to expand your itinerary beyond WestJet's scheduled flights, please visit Connection Search on WestJet.com. It is designed to help you plan your travel itinerary with WestJet and beyond.

Can I change my itinerary online?
We do request you contact us directly if you need to make any changes or cancellations to your itinerary.contact us directly if you need to make any changes or cancellations to your itinerary.

Who or what is a "guest"?
You! WestJet refers to you as a guest (not a passenger) to make you feel you are among good friends who care about your needs.

I want to complete my booking online, but I've got lots of questions, or I'm having problems booking online.
After reading these Booking Frequently Asked Questions, and reading the Technical Help section, if you still need some help, either fill out our troubleshooting form for technical questions, or if you want to speak with someone, please contact us and we will be happy to assist you.

I made the reservation -- why don't I have access to the booking when I call the Sales Super Centre?
When you are booking online, always remember to put your name in the "contact info" field even if you are NOT the person who is flying. The name of the person or persons travelling with WestJet is put above this field in the "guest info" field.

2. Availability and fares

Do I have to be a member to book flights?
No, but membership does offer the ability to receive email notification of seat sales and other great WestJet news.

How do I get the lowest fare?
WestJet's prices are based on availability and time. The further you book ahead, the more likely it is that you will receive the absolute lowest fare.

But, I have seen a lower fare advertised. Why don't I get that fare?
The flights for the dates you have chosen may already be sold out of the seats at the lowest advertised fare, and the prices may have gone up slightly. Also, the advertisement may have been for flights on certain days or times and the dates you have requested may not coincide with the sale dates.

Why does the availability screen say there are seats available, but when I go to reserve them, there are none?
Because this system works on real-time, availability can change between when you check the availability and when you go to reserve the seat. Tickets are constantly being sold, making the availability change all the time.

I know there is a flight on this day, at this time. Why doesn't it show up on my screen?
If a flight is completely sold out, the computer will not display it when you inquire about flights on the date you wish to travel.

How many seats can I book at one time?
You may book up to nine people online. For groups of 10 or more, please contact our Specialty Sales department toll free 1-888-493-7853 or locally in Calgary (403) 444-2294.

Can we book flights and leave out of different cities?
Yes. If you are flying out and returning on different days, on your first outbound flight, you may travel between different cities than on your return flight (e.g. you fly out from Calgary to Vancouver, but then return Kelowna to Edmonton). For same day travel (that is, flying there and back in the same day) you must return to your original departure city. For example, you can travel from Calgary to Vancouver, and return Abbotsford to Calgary.

Can I just check a fare without logging in?
Yes, although if you decide to book a flight, if you've already logged in, you'll save valuable typing time, as your contact information will be automatically added to the booking.

3. Paying for my Reservation

When do I have to pay for my flight?
When booking online, you must pay with a credit card at the time of the booking. When calling our Sales Super Centre at 1-888-WESTJET or 1-888-WESTJET (937-8538), a credit card is also required. If you do not have, or do not wish to use your credit card, many travel agencies can take payment with cash or credit card.

Which credit cards does WestJet accept?
We accept MasterCard, Visa, American Express, and EnRoute/Diners Club.

How will my flight tickets be delivered?
WestJet utilizes a ticketless reservation system. This means you do not require a paper ticket for your flight. Instead, all you have to do is take the confirmation number you are given when you book the flight and a piece of ID with you to the airport in order to board the flight. Because of this, there is no worry of your tickets being lost in the mail, or forgetting them at home.

What if I want to pay with a credit file or a gift certificate?
Please contact our Sales Super Centre at 1-888-WESTJET or 1-888-WESTJET (937-8538) to pay for your reservation with a credit file or a gift certificate.

4. Getting my Seat on the Plane

Can I choose my seat assignment?
If flying within Canada, you can check in and select your seat online using WestJet’s Web check-in service. You can select your seat from 24 hours up to 60 minutes before you fly and print your boarding pass before you go to the airport. Click here to find out more about Web check-in.

If you check in at the airport, seats are assigned at this time. When you check in for your flight, you can make your seating request. The earlier you check in, the better chance you'll get the seat you want.

What class of seats does WestJet have?
WestJet provides one class of service ... GREAT service.

5. Safety and Security of the Online Booking System

Is my credit card number safe?
Yes. For more information on our online security, please see Technical Help.

5. Safety and Security of the Online Booking System

Is my credit card number safe?
Yes. For more information on our online security, please see Technical Help.

6. What can and can't I bring on my flight?

Are there restrictions to what I can and can't bring on my flight?
You may be surprised at how many common, everyday items are restricted because they pose a potential hazard in the special environment found onboard an aircraft. For more information see What you can - and can't - take on your flight. Spend just a few moments now reviewing the information, help support airline safety and avoid delays at check-in time.

What does restricted carry-on item mean?
Some items may be allowed as checked luggage, but not as carry-on. Other items may need to be specifically packaged or require approval from the flight captain.

7. Fuel Surcharge

Why is WestJet implementing a fuel surcharge?
All Canadians have felt the impact of rising fuel prices and the airline industry is no exception. This is not a decision we have taken lightly, and WestJet held off as long as economically possible, but with the unrelenting and unprecedented increases in the cost of fuel over the last year, we are implementing this measure to offset the effect.

How much is the fuel surcharge?
The fuel surcharge is based on the length of each flight. This translates to $20, $30 and $45 for short, medium and long-haul flights, respectively.

When will the fuel surcharge take effect on WestJet fares?
Beginning Tuesday, May 13, 2008, the fuel surcharge will be added to all bookings.

Will all WestJet fares be affected by the fuel surcharge?
Currently, all fares will be affected by the fuel surcharge.  Due to U.S. Department of Transportation regulations, our guests who are originating in the United States will see the fuel surcharge included in their fare.  For all of our other guests, the fuel surcharge will be charged in addition to their fare.

Will the fuel surcharge appear in my fare breakdown when I make my booking?
If you make an online booking, you will note that the surcharge information appears under the "Canadian Taxes" portion of the fare breakdown.

If you complete a booking through our Sales Super Centre or with a Travel Agent, you will see the surcharge in the fare breakdown on your itinerary.

Will the fuel surcharge be added to my WestJet Vacations packages?
For the moment, no, the fuel surcharge will not be added to the price of WestJet Vacations seats and packages.

Guest Profile FAQs

1. Signing Up for a Profile


2. WestJet ID and Password


3. My Bookings


4. Changing Bookings


5. Cancelling Bookings


6. Travel Credits

1. Signing Up for a Profile

What's changed at westjet.com?
In order to provide even more great features to our guests, WestJet has made several enhancements to our website. These include a great new look and feel for our website and upgrades to our WestJet Member ID to allow our registered guests to view and cancel their online bookings. We've also made the booking process easier and faster. You can save your favourite routes, the name of people you travel with frequently, and multiple sets of contact information. All of this information can be saved in your profile and easily loaded into forms during the booking process.

I became a member before you launched the new site. Can I still use the same ID and password or do I need to create a new ID and password?
WestJet has done everything possible to ensure a smooth transition during this upgrade; however, a few guests who set up a profile before we launched the new site may be required to create a new profile. If you are unable to sign in with an ID and password combination you created before March 9, you can create a new WestJet profile quickly and easily. Under the WestJet Guest drop-down menu, click on New Guest and follow the prompts.

How do I sign up?
Under the heading WestJet Guest, select New Guest from the drop-down menu. You will be asked to create an ID and password, enter basic information about yourself, and accept our Terms of Use and Privacy Policy. Once you have accepted, you will be able to enjoy all the benefits of being a WestJet guest online.

Is my information secure?
The security and privacy of your information is a top priority at WestJet. We are proud to have a secure system that safeguards all the information stored under your profile. WestJet will not use any of the information stored in your profile for any other business reason than to assist you with your online bookings and other related guest profile benefits.

2. WestJet ID and password

How do I change my password?
Once you have signed in to westjet.com using your member ID and current password, please choose the WestJet Guest drop-down menu, then select My Profile, and then select the Account Info tab. You will then be asked to enter your current password followed by your new password.

I forgot my WestJet ID? How can I retrieve it?
Under the WestJet Guest drop-down menu, click on Guest Sign-In. There will be a link called Trouble Signing In?. This page will prompt you to enter your first name, last name and email address. You will then be prompted to answer the security reminder question you answered when you created your ID. Once you have correctly answered the question, you will be prompted to create a new password.

What is a contact set?
Contact sets are a part of your guest profile under the "Contact Info" section. They are a set of customizable contact information that you can name and save for use while making a booking. Some examples of contact sets that may be created are: Home, Work, Mom, etc. When you are making a booking, you are then able to select which contact set to use, thereby auto populating the contact information and speeding up the booking process.

Why am I locked out?
WestJet has set up measures to ensure the security of your profile. One of these measures is that you can only try your password five times before your account will be locked. This prevents others from trying to guess the password of your profile. Once your account is locked, it must be reopened by the WestJet Sales Super Centre at 1-888-937-8538. If you can't remember your password, use the Trouble Signing In? link on the Guest Sign-In page to change your password and avoid being locked out.

3. My Bookings

What is My Bookings?
My Bookings is a feature of your WestJet profile that allows you to view, change and cancel bookings made with your profile.

Why can't I see all my bookings?
Only those bookings made online after you've signed in will be available for viewing. You will be unable to view any bookings made through our Sales Super Centre, a travel agent, a corporate travel planner and through the regular website booking system. You cannot view bookings made by someone else on your behalf.

Can other travellers on my itinerary see the bookings I've made for them?
Your guest profile is limited to your individual use, and we suggest that you do not share your login and password with anyone else to ensure your security. If you wish to send itineraries to other travel partners, you can send them via email.

Can I view changes I've made through the Sales Super Centre on My Bookings?
If the booking was originally made through a WestJet profile, changes made by an agent in the Sales Super Centre will be visible in My Bookings.

4. Changing bookings

How can I change online?
Online change and cancel may be done only if the booking was originally completed online. You can manage your booking when you visit westjet.com and either:

• Sign in to your member profile and with your WestJet ID
• From the WestJet Guest drop-down menu, click on Cancel Itinerary.

Or you may:

• View your itinerary by choosing Itinerary Lookup from the WestJet Guest drop-down menu.
• Retrieve your itinerary be entering your first & last name and confirmation number.

Please note if your flight was booked through a Travel Agent or your company Travel Manager, please contact your booking representative to make an online change or cancellation. If you made your booking with our Sales Super Centre, please call 1-888-937-8538  to change or cancel your itinerary.

Can I change a booking with the Sales Super Center or at the airport?
Yes, you can call our Sales Super Center at 1-888-937-8538 or visit the WestJet counter at the airport, in person to change information on a booking.

The following fare change policies will apply for changes made through any of the channels mentioned above.

What are WestJet's regular fare change policies?

• Change guidelines are based on the fare which is being changed.
• If you modify your itinerary the same day it was booked, you will not be charged a change fee, however changes may be subject to the applicable difference in fare, per person.
• If the new fare is less than the original fare booked, the difference will be put into a credit towards a future flight with WestJet.
After the day of booking, changes to this fare are subject to a minimum $40.00 CAD/USD change fee (plus tax) and any difference in fare, per person. Name changes are subject to a $40.00 CAD/USD fee (plus tax).
• Changes are accepted up to 2 hours prior to flight; however, failure to show up for a flight will result in all fares, fees, charges, surcharges, and taxes being forfeited.

• WestJet considers a same-day change to be any adjustment made to a booking on the same business day that it was booked,
• For example: if you book your flight on January 1 at 8 a.m. and change it before 1 a.m. MST on January 2, and the fare for the new flights is less than the original, you will receive a travel credit for the difference, at no additional fee.

• Credit files are created for the remainder of the funds, and will expire after one year. Travel may be completed after that date, however the booking must be made prior to expiry.
• Credit files are fully transferable
• To use your credit file, please contact our Sales Super Centre at 1-888-937-8538. Please note: If you are booking online at westjet.com and have a credit file, please make your reservation through the website and then call our Sales Super Centre. An agent will gladly apply your credit file to your booking and refund your credit card.

5. Cancelling bookings

How can I cancel online?
Online change and cancel may be done only if the booking was originally completed online. You can manage your booking when you visit westjet.com and either:

• Sign in to your member profile and with your WestJet ID
• From the WestJet Guest drop-down menu, click on Cancel Itinerary.

Or you may:

• View your itinerary by choosing Itinerary Lookup from the WestJet Guest drop-down menu.
• Retrieve your itinerary be entering your first & last name and confirmation number.

Please note if your flight was booked through a Travel Agent or your company Travel Manager, please contact your booking representative to make an online change or cancellation. If you made your booking with our Sales Super Centre, please call 1-888-937-8538  to change or cancel your itinerary.

Can I cancel a booking with the Sales Super Center or at the airport?
Yes, you can call our Sales Super Center at 1-888-937-8538 or visit the WestJet counter at the airport, in person to cancel a booking.

The following fare change policies will apply for changes made through any of the channels mentioned above.

How does same-day cancel work?

• When you cancel a booking (same day) online, through the Sales Super Center or in person at an airport, you will receive a full refund minus a $20 plus tax same day cancellation fee.
• If you wish to have the proceeds placed in a WestJet credit, with no cancellation fee, please call our Sales Super Center at 1-888-937-8538 to cancel the booking; a WestJet credit is valid for one year from the date of issue. This applies both to guests who book using a WestJet profile and those who do not.

6. Travel credits

Can I see my credits?
Unfortunately, credits cannot be viewed online at this time. For information on your existing credits, or to use credits for a purchase, please call the WestJet Sales Super Centre at
1-888-937-8538. Remember, credits are good for one year and are transferable upon request through our Sales Super Centre.

How do I use my credit for profile bookings?
To use your WestJet travel credit against an online booking, you will need to sign in to make your initial booking and pay by credit card. You must then call the WestJet Sales Super Centre at 1-888-937-8538 to apply your credit to the booking and that amount will be refunded back to your credit card. Unfortunately, credits cannot be used online at the time of booking.

How do I know how much credit I have?
Upon cancellation you will be able to see how much credit is available for that cancellation. Please keep the confirmation number handy for when you wish to rebook later on. When you are ready to rebook, simply log into your profile, book your new flight online, then call our Sales Super Centre to apply the credit from the cancelled file.

Who owns the credit file?
Any WestJet credits will be divided equally among the guests travelling on the reservation. If the guests so choose, those travelling on the same reservation can designate their credit to someone else by calling the WestJet Sales Super Centre at 1-888-937-8538.

Credit Card Security

1. Card Verification Number (CVN)
2. Verified by Visa
3. Master Card Secure Code

1. Card Verification Number

Why do I have to enter my card verification number on the Payment page of the online booking process?

This security feature allows our guests to use their Credit Card number(s) on our CVN-validated payments, reducing the risk of unauthorized use by a third party who does not have the card in hand. The CVN consists of a 3 or 4-digit numeric code.

What is the Card Verification Number?

The Card Verification Number (CVN) is a number on a credit card, separate from the account number, used to ensure that the person completing an online transaction is in possession of the actual card; the code cannot be copied from charge slips/receipts or skimmed from the magnetic band. This security feature allows our guests to use their Credit Card number(s) on our CVN-validated payments, reducing the risk of unauthorized use by a third party who does not have the card in hand. The CVN consists of a 3 or 4-digit numeric code.

Where do I find the Card Verification Number (CVN) on my card?

For MasterCard and Visa credit cards, the CVN is a 3 digit numeric code located on the back of the credit card. We currently do not collect CVN for American Express users.

2. Verified by Visa

We've worked with Visa Canada to provide our guests with more information about the Verified by Visa service.

What is Verified by Visa ?

Verified by Visa is a global Visa program designed to help make shopping online more secure for our guests. A Verified by Visa personal password you choose helps prevent unauthorized use of your Visa card when you shop at westjet.com or at participating online merchants.

How much does Verified by Visa cost?

Nothing. Verified by Visa is absolutely FREE to VISA cardholders.

I'm not an Internet expert. How easy is Verified by Visa to use?

Simply enter your card information on the Payment Information page at westjet.com as you normally would. If your Visa Card Issuer participates in the Verified by Visa program, you will be prompted by your Card Issuer to either enter your personal Verified by Visa password or to enroll your Visa card and create a personal Verified by Visa password for you to use when shopping online at any participating Verified by Visa merchant. Once your password has been confirmed by your Visa Card Issuer, your transaction will proceed as usual.

Why should I sign up my Visa card?

Verified by Visa helps provide security and confidence for online shopping through the use of a personal password, the purpose of which is to stop unauthorized card use before it can even happen.

Do I need a new card to use Verified by Visa ?

No. Verified by Visa works with your existing personal Visa card.

How do I sign up for Verified by Visa ?

It's very simple - visit your card issuer's website and sign up there

How do I use my Verified by Visa password when I shop online?

When you shop at westjet.com or at participating online stores and pay with your Visa card, your Card Issuer will present you with a Verified by Visa window. Simply enter your Verified by Visa password and click "Submit." Your authenticity will be verified by your Card Issuer and the purchase process will proceed.

Will I need to use my personal password every time I shop online?

You will only use your Verified by Visa password with your Visa card when shopping at participating Verified by Visa online merchants.

What should I do if I suspect someone has used my password to make a fraudulent purchase?

If you ever suspect that a fraudulent purchase has been made with your Visa card, contact your Visa Card Issuer immediately. Always keep your Verified by Visa password safe and separate from your card.

3. MasterCard Secure Code

WestJet along with MasterCard have compiled a list of Frequently Asked Questions below to provide our guests with more information about the MasterCard Secure Code service. If you do not see the answer to your question, or for more information, please visit: MasterCard Secure Code FAQs. 

What is MasterCard® SecureCode"?

MasterCard SecureCode is a service to enhance your existing MasterCard account. A private code (also known as a password) means added protection against unauthorized use of your card when you shop at participating online merchants.

How does MasterCard SecureCode work?

Once you've registered and created your own private SecureCode, you will be automatically prompted by your financial institution at checkout to provide your SecureCode each time you make a purchase with a participating online merchant. Your SecureCode is quickly confirmed by your financial institution and then your purchase is completed. Your SecureCode will never be shared with the merchant. It's just like entering your PIN at an ATM.

How does MasterCard SecureCode protect me?

When you correctly enter your SecureCode during a purchase at a participating online merchant, you confirm that you are the authorized cardholder and your purchase is then completed. If an incorrect SecureCode is entered, the purchase will not be completed. Even if someone knows your credit or debit card number, the purchase cannot be completed without your SecureCode at a participating merchant.

What card do I use? Will I need to get a new card to use MasterCard SecureCode?

You will be able to use any of your existing MasterCard credit or debit cards, as long as the cards are from a participating financial institution. If you're not sure if your financial institution provides this service, please review our list of participating financial institutions. If you don't see your financial institution listed, check back frequently as the list is updated.