The Canadian carrier announced today a new level of loyalty to their guests as they guarantee a refund in the original form of payment, for flights canceled by WestJet or Swoop, since the onset of the global COVID-19 pandemic.
On Wednesday (October 21, 2020) Canadian carrier WestJet confirmed their ongoing commitment to their guests by guaranteeing a refund (in the original form of payment) for flights canceled by Westjet and Swoop since the onset of the global COVID-19 pandemic. From November 2, 2020, the airline will contact eligible guests, beginning with those customers who have experienced pandemic-related cancellations in order to make them financially whole. The airline expects the work-through for all eligible refunds to take six to nine months to process and thanks customers in advance for their patience and understanding. In Wednesday’s announcement, WestJet’s President, President, Ed Sims, said,
"We are an airline that has built its reputation on putting people first. 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. 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."
Prior to the Global COVID-19 pandemic, WestJet and subsidiary regional airlines, WestJet Encore and WestJet Link, offered scheduled service to over 110 destinations across North America, Central America, the Caribbean and Europe. WestJet and WestJet Encore continue to connect all 38 of the carrier’s Canadian domestic airports with reduced capacity, ensuring essential cargo and passenger connectivity. During these unprecedented times, the carrier has maintained their rating by Cirium as one of the top ten airlines for on-time performance in North America.