A WestJet flight from Calgary arrives at Halifax Stanfield International Airport in Enfield, N.S., Monday, July 6, 2020. WestJet Airlines Ltd. is now offering refunds to customers with European flights that it cancelled due to the COVID-19 pandemic. THE CANADIAN PRESS/Andrew Vaughan

A WestJet flight from Calgary arrives at Halifax Stanfield International Airport in Enfield, N.S., Monday, July 6, 2020. WestJet Airlines Ltd. is now offering refunds to customers with European flights that it cancelled due to the COVID-19 pandemic. THE CANADIAN PRESS/Andrew Vaughan

WestJet offers refunds to passengers with cancelled European flights

WestJet is contacting guests with eligible flights who had already accepted travel credit

WestJet Airlines Ltd. is offering refunds to customers with European flights cancelled due to the COVID-19 pandemic.

Travellers with flights to or from Europe and scheduled to depart between March 1 and Oct. 31 of this year can be reimbursed within four weeks, according to an update sent by WestJet to travel agents this month and obtained by The Canadian Press.

The policy marks a shift from the airline’s previous stance that offered flight credit or no-fee rebooking rather than reimbursement for trips that were cancelled as airlines halted the majority of their flights amid border shutdowns, quarantines and a collapse in travel demand.

WestJet is contacting guests with eligible flights who had already accepted travel credit to alert them to the new option, spokeswoman Lauren Stewart said in an email.

In June, WestJet adopted a similar approach to refunds for cancelled flights to or from the United States or United Kingdom.

The carrier’s policy stands in contrast to that of Air Canada, which has announced refund offers for travellers with flights departing from Europe but not for customers whose trips originated in Canada.

Air Canada is also disputing formal refund complaints its customers made to the U.S. Department of Transportation. There have been more than 1,700 of them, the second-highest number of any airline in May (the last month for which figures are available).

WestJet did not say what prompted the policy change.

Passenger rights advocate Gabor Lukacs said the reimbursement pledge is a welcome about-face, but one that should have come months ago.

“European law has been and remains that airlines that cancel flights for whatever reason must refund the entire ticket in the original form of payment to passengers,” Lukacs said.

Some travellers resorted to asking banks for credit card chargebacks, with mixed results, he said.

“Many people have been successful in getting chargebacks. But it’s a profoundly wrong situation when you have to go to such a length in order to get simply what you are owed.”

Clients with cancelled domestic flights or trips to Mexico or the Caribbean will receive information on refunds “at a later date,” WestJet’s note to travel agents says.

The Calgary-based carrier made a push into European markets last year, launching routes to London, Paris, Dublin, Glasgow and Rome in a bid to challenge Air Canada by offering transatlantic flights that target business passengers and the jet set.

Of those, only the Calgary-London and Calgary-Paris routes remain in operation, and “on an extremely reduced schedule,” Stewart said. The Paris route will be removed from the flight schedule by the end of September.

Domestic and U.S. flights make up the bulk of WestJet’s business in a typical year.

WestJet’s pivot follows months of backlash against Canadian airlines’ decision to offer credit or vouchers rather than refunds for most of the flights cancelled due to fallout from the novel coronavirus pandemic.

A handful of passenger groups have proposed class-action lawsuits against airlines and complaints to the Canada Transportation Agency have soared in recent months.

The U.S. Department of Transportation and the European Commission, which have offered billions of dollars in financial aid to airlines, require carriers to offer reimbursement to passengers who paid for services that were never rendered.

Unlike countries including France, Germany and the United States, Canada has held off on sector-specific support for carriers. Prime Minister Justin Trudeau instead rolled out financial aid available across industries, including the wage subsidy and loans starting at $60 million for large firms, that were available to airlines.

Christopher Reynolds, The Canadian Press


Like us on Facebook and follow us on Twitter.

Want to support local journalism during the pandemic? Make a donation here.

Air TravelCoronavirusWestJet

Get local stories you won't find anywhere else right to your inbox.
Sign up here

Just Posted

FILE — In this March 31, 2021 file photo, a nurse fills a syringe with a dose of the Johnson & Johnson’s one-dose COVID-19 vaccine at the Vaxmobile, at the Uniondale Hempstead Senior Center, in Uniondale, N.Y. The U.S. is recommending a “pause” in administration of the single-dose Johnson & Johnson COVID-19 vaccine to investigate reports of potentially dangerous blood clots. In a joint statement Tuesday, the Centers for Disease Control and Prevention and the Food and Drug Administration said it was investigating clots in six women in the days after vaccination, in combination with reduced platelet counts. (AP Photo/Mary Altaffer, File)
72 new COVID-19 cases in Interior Health

This brings the total number of cases in the region to 9,666 since the pandemic began

Kootenay-Columbia MP Rob Morrison. Photo courtesy Conservative Party of Canada.
MP Morrison hopes for economic recovery plan in upcoming federal budget

Kootenay-Columbia Conservative looking for post-pandemic recovery plan in next week’s Liberal budget

RCMP. (Phil McLachlan/Capital News)
RCMP seek help on egging attacks

Someone is egging the Seniors Villa in Sparwood

Michael Yellowlees and his dog, Luna, are walking across Canada. (Scott Tibballs / The Free Press)
Scottish man treks across Canada for the trees

Michael Yellowlees is raising money and awareness for the re-wilding of Scotland

A syringe is loaded with COVID-19 vaccine at a vaccination clinic run by Vancouver Coastal Health, in Richmond, B.C., Saturday, April 10, 2021. THE CANADIAN PRESS/Jonathan Hayward
Interior Health announces 89 cases of COVID-19 in the region

Currently, there are 900 active cases in the region

Restaurant patrons enjoy the weather on a patio in Vancouver, B.C., Monday, April 5, 2021. The province has restricted indoor dining at all restaurants in B.C. due to a spike in COVID-19 numbers. THE CANADIAN PRESS/Jonathan Hayward
B.C.’s COVID-19 indoor dining, drinking ban extending into May

Restaurant association says patio rules to be clarified

B.C. Premier John Horgan speaks at the B.C. legislature. (B.C. government)
Tougher COVID-19 restrictions in B.C., including travel, still ‘on the table’: Horgan

John Horgan says travel restrictions will be discussed Wednesday by the provincial cabinet

Protesters occupied a road leading to Fairy Creek Watershed near Port Renfrew. (Submitted photo)
B.C. First Nation says logging activist interference not welcome at Fairy Creek

Vancouver Island’s Pacheedaht concerned about increasing polarization over forestry activities

Cannabis bought in British Columbia (Ashley Wadhwani/Black Press Media)
Is it time to start thinking about greener ways to package cannabis?

Packaging suppliers are still figuring eco-friendly and affordable packaging options that fit the mandates of Cannabis Regulations

Flow Academy is not accepting membership applications from anybody who has received a dose of the vaccine, according to a password-protected membership application form. (Submitted image)
B.C. martial arts gym refusing patrons who have been vaccinated, wear masks

Interior Health has already issued a ticket to Flow Academy for non-compliance with public health orders

Guinevere, lovingly referred to by Jackee Sullivan and her family as Gwenny, is in need of a gynecological surgery. The family is raising money to help offset the cost of the procedure. (Jackee Sullivan/Special to Langley Advance Times)
Langley lizard’s owners raise funds for gynecological surgery

The young reptile is scheduled for operation on Tuesday

Facebook screenshot of the sea lion on Holberg Road. (Greg Clarke Facebook video)
VIDEO: Sea lion randomly spotted on remote B.C. logging road

Greg Clarke was driving home on the Holberg Road April 12, when he saw a large sea lion.

Defence counsel for the accused entered two not guilty pleas by phone to Grand Forks Provincial Court Tuesday, Jan. 12. File photo
B.C. seafood company owner fined $25K for eating receipt, obstructing DFO inspection

Richmond company Tenshi Seafood is facing $75,000 in fines as decided March 4 by a provincial court judge

B.C. Finance Minister Selina Robinson speaks in the B.C. legislature, March 2, 2021. (Hansard TV)
B.C. NDP ministers defend ‘air tax,’ latest COVID-19 business aid

Empty home tax doesn’t apply to businesses, but space above them

Most Read