WestJet told travel advisors before passengers, enabled self-serve re-accommodations on alternate carriers, launched a flexible change policy and protected commissions for affected bookings during the early-August labour disruption.
WestJet notified travel advisors hours before passenger communications so agents could prepare and advise clients.
For the first time advisors could self-serve rebookings on alternate carriers using pre-negotiated protection agreements.
WestJet introduced an early flexible change/cancel policy and protected commissions on select bookings during the disruption window.
WestJet's VP, Sales & Cargo, Amanda Ierfino, told Travelweek the airline intentionally communicated with travel advisors a few hours before guests were notified. The early alerting — messages sent to the trade around 3 a.m. MT — was meant to give advisors time to digest policy details and prepare to advise and rebook clients as the disruption unfolded.
Why this matters: advisors were often the first contact for panicked travellers. The early notice aimed to reduce confusion and speed re-accommodation decisions when operations were being wound down with only hours' notice.
Self-serve re-accommodations on alternate carriers
For the first time WestJet allowed travel advisors to self-serve rebook air-only clients onto alternate carriers using pre-negotiated protection agreements. Previously, agents had to call WestJet's travel support team to request such changes.
Practical effect: travel advisors could action rebookings more quickly for clients who needed alternative flights, without routing every request through airline support lines.
Flexible change policy and commission protection
WestJet introduced an early flexible change/cancel policy during the disruption window. In parallel, the airline protected commissions to acknowledge the time advisors spent rebooking and supporting clients.
Ierfino framed commission protection as part of the airline's disruption planning commitment to the trade, intended to recognize the effort advisors invest in managing impacted bookings.
Operational timeline and immediate actions
WestJet says early and frequent communication with trade partners worked well and plans to continue giving advisors a heads-up before guest communications. The airline also rolled out additional self-serve functionality for bookings made through the trade that are disrupted within 72 hours, recognizing that disruptions can occur outside regular business hours.
During the rapid escalation of the August disruption, WestJet prioritized keeping travel advisors informed in advance, reducing barriers for agent-led rebookings on alternate carriers, and protecting commissions for affected bookings. Those moves aimed to speed client re-accommodation and lessen the operational load on both advisors and WestJet support channels.
TORONTO — As negotiations between WestJet and CUPE come down to the wire, all the travel industry can do is watch and wait – and hope. Travel advisors are keeping an eye out for cancellations, expected to start today if the two sides can’t make headway. Yesterday’s 72-hour strike notice from the flight attendants’ unio
TORONTO — Both WestJet Vacations and Sunwing Vacations have updated information for travellers as the potential for a strike looms. Earlier this morning the union representing WestJet’s 4,400 flight attendants issued a 72-hour strike notification – prompting a response from WestJet, and a lockout notification. The ‘Jul
MONTREAL — As the clock ticks down to a potential WestJet strike, Air Canada says it’s working with WestJet to rebook passengers on Air Canada flights wherever possible. “The WestJet labour disruption may have an impact on air travel across the country. If you’re booked to travel with WestJet over the next few days, we
The Travel Industry Council of Ontario (TICO) is offering information to consumers who booked travel with WestJet Vacations or Sunwing Vacations – either directly or through a TICO-registered travel agency or website. It notes that with the possibility of a labour disruption affecting flights in the coming days, West
From American Airlines to Ryanair, discover which airlines operated the most scheduled flights worldwide in 2024.
Delta is by far the world's most valuable airline. Many of its emerging competitors are found across the Pacific.
Loading more related stories...
Open the app view to save this story, compare related coverage, and continue from the same source.