Travel

Westjet Cancels return flight and refuses refund.

  • Last Updated:
  • May 20th, 2020 11:12 pm
[OP]
Jr. Member
Dec 12, 2005
114 posts
28 upvotes

Westjet Cancels return flight and refuses refund.

My wife and I flew Westjet to the USA using a Westjet companion fare award voucher for one of the fares.
The return portion of our flight was cancelled because of CORVID-19. and Westjet stopped flying to the USA.
Westjet is offering me no reimbursement for the canceled return flight because their position is that the companion voucher was used the moment we started the trip and therefor has no remaining value.
My positon is that I paid $99.00 plus taxes to use that voucher and I should get reimbursed something.
Westjet not me cancelled the return flight and I then had to make other arrangements to return home.
What do you think?
9 replies
Deal Addict
Dec 9, 2003
4925 posts
764 upvotes
Calgary
Suck it up. There is a pandemic on. Be happy you are alive.

Why do you think Westjet has unlimited deep pockets but you cant afford $99 in times of emergency?
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Deal Expert
User avatar
May 10, 2005
36101 posts
10198 upvotes
Ottawa
regrus wrote: My wife and I flew Westjet to the USA using a Westjet companion fare award voucher for one of the fares.
The return portion of our flight was cancelled because of CORVID-19. and Westjet stopped flying to the USA.
Westjet is offering me no reimbursement for the canceled return flight because their position is that the companion voucher was used the moment we started the trip and therefor has no remaining value.
My positon is that I paid $99.00 plus taxes to use that voucher and I should get reimbursed something.
Westjet not me cancelled the return flight and I then had to make other arrangements to return home.
What do you think?
Welcome to the "can't get a refund" club. A big thread on this already. coronavirus-how-get-refund-2364371/

In your case, I think Westjet is correct.
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Deal Addict
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Oct 13, 2007
3534 posts
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Edmonton
regrus wrote: My wife and I flew Westjet to the USA using a Westjet companion fare award voucher for one of the fares.
The return portion of our flight was cancelled because of CORVID-19. and Westjet stopped flying to the USA.
Westjet is offering me no reimbursement for the canceled return flight because their position is that the companion voucher was used the moment we started the trip and therefor has no remaining value.
My positon is that I paid $99.00 plus taxes to use that voucher and I should get reimbursed something.
Westjet not me cancelled the return flight and I then had to make other arrangements to return home.
What do you think?
You don't mention but I am guessing that you were reimbursed (at least by credit) for the return leg of the one regular fare. Without looking at the terms and conditions of the voucher which should likely not apply under these exceptional circumstances, it would seem that, at the least, you should be reimbursed half the cost of the companion voucher (at a minimum). Unfortunately, right now, WestJet probably has reduced staffing and increased call volumes, not to mention that more times than not, you are dealing with a call centre mentality with the reps robotically applying policy.

You are going to have to escalate the matter if you expect a positive resolution in your favour.
Deal Addict
Oct 3, 2013
1513 posts
2103 upvotes
West
So you had to make your own arrangements to return to Canada?

I agree - you should at very minimum receive the taxes and fees paid for the return segment. This is usually a fair amount, given all the fees the US charges for international flights.

I think fighting the $99 will be much harder. Maybe they’ll just give you 50 WSD as a good will gesture, or reinstate your voucher, as there are always horrible complications dealing with partial refunds of promotional fares. Is there anything in the T&Cs of the companion fare that addresses this scenario? My guess is it will be considered forfeited in the event of any partial use.

Submit a complaint of APPR breach on their website, and they will respond in 30 days. You are certainly owed at least the taxes/fees back. If nothing, escalate to the CTA, who may rule they owe you a refund or god forbid a voucher for the amount.
Deal Guru
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Oct 5, 2008
13680 posts
7832 upvotes
Toronto
regrus wrote: My wife and I flew Westjet to the USA using a Westjet companion fare award voucher for one of the fares.
The return portion of our flight was cancelled because of CORVID-19. and Westjet stopped flying to the USA.
Westjet is offering me no reimbursement for the canceled return flight because their position is that the companion voucher was used the moment we started the trip and therefor has no remaining value.
My positon is that I paid $99.00 plus taxes to use that voucher and I should get reimbursed something.
Westjet not me cancelled the return flight and I then had to make other arrangements to return home.
What do you think?
damn CORVID...is this a new virus?

OP starts a new thread over $99.99 + taxes......long live RFD
[OP]
Jr. Member
Dec 12, 2005
114 posts
28 upvotes
Swerny wrote: damn CORVID...is this a new virus?

OP starts a new thread over $99.99 + taxes......long live RFD
Maybe this went over your head. I'm not worried about not receiving a refund of $99.00 + taxes.
You failed to recognize that I was not only out $99.00 + taxes I was also out $1,300.00 in air fare to replace the return fares on another American airline.
It would have been a good PR gesture on Westjet's part to just replace the companion voucher for future use back to my Westjet account.
Deal Addict
Sep 14, 2012
1279 posts
882 upvotes
Montreal, QC
I think that Westjet should cover or give the companion ticket/voucher in the account.

However, I can understand their logic for not doing so. Not saying that this is the same thing but I had a one time store coupon once for 10% off the price of an item or some dollar amount. I purchased an item and used the store coupon. Unfortunately, the product failed within the return/exchange period and I wanted it replaced at the store. The store didn't have the item so I decided to purchase the same item but a different model from the same company or from a different company. Unfortunately, I lost the store coupon's value for the new purchase. The store considered that I used the store coupon for my first purchase. Westjet considers that the companion ticket was used since it was used to get the flight to the destination even though it also includes a return and the return was not used.

Westjet should give 50 Westjet dollars back as a goodwill gesture but they probably won't.
Deal Expert
May 30, 2005
45066 posts
5617 upvotes
Richmond Hill
lmcjipo wrote: I think that Westjet should cover or give the companion ticket/voucher in the account.

However, I can understand their logic for not doing so. Not saying that this is the same thing but I had a one time store coupon once for 10% off the price of an item or some dollar amount. I purchased an item and used the store coupon. Unfortunately, the product failed within the return/exchange period and I wanted it replaced at the store. The store didn't have the item so I decided to purchase the same item but a different model from the same company or from a different company. Unfortunately, I lost the store coupon's value for the new purchase. The store considered that I used the store coupon for my first purchase. Westjet considers that the companion ticket was used since it was used to get the flight to the destination even though it also includes a return and the return was not used.

Westjet should give 50 Westjet dollars back as a goodwill gesture but they probably won't.
The return is part of the product. Using your analogy, OP bought two items, one for immediate delivery, one for delivery a week later. The store did not deliver the second item a week later, and claimed it was broken, so they can't fulfill them. What would you expect in this case?
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Deal Addict
Sep 14, 2012
1279 posts
882 upvotes
Montreal, QC
Jon Lai wrote: The return is part of the product. Using your analogy, OP bought two items, one for immediate delivery, one for delivery a week later. The store did not deliver the second item a week later, and claimed it was broken, so they can't fulfill them. What would you expect in this case?
As I mentioned I think that Westjet should cover or give the companion ticket/voucher (or at least 50% of it since half of it was used).

In your above situation, I also think that the second item should be refunded completely as in your statement, the person purchased two items.

However, Westjet considers that the companion ticket of $99+taxes+fees was used with the single flight even though I don't agree with it.

With what happened to me in the unrelated store coupon usages, if I would have purchased the second item instead of the first item, I could have used the store coupon on the second item and paid a lower price for the second item. Although stores don't consider it the same, I think of it like using cash and a credit card to purchase something for whatever reason (maybe being close to credit limit). When I return that item to purchase something else, I should get the refund on the cash amount and the credit card amount so that I can use both on the second item.

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