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

A mushroom grower plans to plan new mushrooms in fallen trees in the Kaslo Community Forest. File photo
Kaslo mushroom farmer given green light for unique project

Robin Mercy will plant mushrooms in the Kaslo Community Forest

Nelson dancers Glynis Waring, Slava Doval and Amanda Papailhou, and musician Nella Banner, premier Respired on April 11. Photo: Submitted
New dance work the latest online offering from Capitol Theatre

Local performers will unveil Respired beginning April 11

B.C's COVID-19 dashboard shows the peaks and valleys of cases prior to the record daily report of 132 on April 9, 2021. (Dashboard image)
Interior Health has record day of COVID-19 cases

132 cases reported Friday, April 9, more deaths in Vernon hospital outbreak

B.C. Health Minister Adrian Dix and Premier John Horgan describe vaccine rollout at the legislature, March 29, 2021. (B.C. government)
1,262 more COVID-19 infections in B.C. Friday, 9,574 active cases

Province’s mass vaccination reaches one million people

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

B.C. Premier John Horgan responds to questions during a postelection news conference in Vancouver, on Sunday, October 25, 2020. British Columbia’s opposition Liberals and Greens acknowledge the COVID-19 pandemic has presented huge challenges for Horgan’s government, but they say Monday’s throne speech must outline a coherent plan for the province’s economic, health, social and environmental future. THE CANADIAN PRESS/Darryl Dyck
Horgan’s NDP to bring in throne speech in B.C., Opposition wants coherent plan

Farnworth said the budget will include details of government investment in communities and infrastructure

FILE - An arena worker removes the net from the ice after the Vancouver Canucks and Calgary Flames NHL hockey game was postponed due to a positive COVID-19 test result, in Vancouver, British Columbia, in this Wednesday, March 31, 2021, file photo. As vaccinations ramp up past a pace of 3 million a day in the U.S, the NHL is in a tougher spot than the other three major North American professional sports leagues because seven of 31 teams are based on Canada. (Darryl Dyck/The Canadian Press via AP, File)
Vancouver Canucks scheduled to practice Sunday, resume games April 16 after COVID outbreak

Canucks outbreak delayed the team’s season by eight games

Two-year-old Ivy McLeod, seen here on April 9, 2021 with four-year-old sister Elena and mom Vanessa, was born with limb differences. The family, including husband/dad Sean McLeod, is looking for a family puppy that also has a limb difference. (Jenna Hauck/ Chilliwack Progress)
B.C. family looking for puppy with limb difference, just like 2-year-old Ivy

Ivy McLeod born as bilateral amputee, now her family wants to find ‘companion’ puppy for her

A vehicle that was driven through the wall of a parkade at Uptown Shopping Centre and into the nearby Walmart on April 9 was removed through another hole in the wall later that night. (Photo via Saanich Police Department and Ayush Kakkar)
Vehicle launched into B.C. Walmart removed following rescue of trapped workers

Crews cut new hole in parkade wall to remove vehicle safely

Four members with Divers for Cleaner Lakes and Oceans were out at Cultus Lake on March 28 and 29 hauling trash out of the waters. (Henry Wang)
PHOTOS: Out-of-town divers remove 100s of pounds of trash from Cultus Lake

Members of Divers for Cleaner Lakes and Oceans hauled out 470 pounds of trash over two days

As of Saturday, April 10, people born in 1961 are the latest to be eligible for a COVID-19 vaccine. (Black Press files)
B.C. residents age 60+ can now register to get their COVID-19 vaccine

Vaccine registration is now open to people born in 1961 or earlier

Most Read