Last Updated on July 28, 2026 by Daniel Globe
WestJet has grown from a small Western Canadian carrier into one of Canada’s largest airlines, but the experience you get today depends heavily on your fare, aircraft and route. The Calgary-based airline combines low-fare options with Premium and long-haul Business cabins, a large partner network, WestJet Rewards, streaming entertainment and free Starlink-powered Wi-Fi on more than 100 aircraft. Just as important, travelers should understand UltraBasic restrictions, baggage rules, aircraft differences and current travel advisories before booking.
Accuracy as of:
Quick Answer
WestJet is a Calgary-based Canadian value airline whose 2026 history lists 192 aircraft and 133 destinations. The experience varies by fare and aircraft: UltraBasic has strict baggage and flexibility limits, while Premium and Business add more benefits. Free Starlink Wi-Fi is available on 100+ aircraft for WestJet Rewards members.
Key Takeaways
- WestJet was founded in 1996 in Calgary and now lists 192 aircraft and 133 destinations for 2026. [1]
- Calgary (YYC) is WestJet’s designated global connecting hub and home base for its 787-9 Dreamliner operation; Toronto, Halifax and St. John’s also support significant transatlantic flying.
- UltraBasic has important restrictions, including no standard carry-on bag on many North American and Central American itineraries, no WestJet Rewards earning and generally no voluntary changes. [2]
- WestJet Wi-Fi presented by TELUS, powered by Starlink, is free for WestJet Rewards members on equipped aircraft and is currently advertised as available on more than 100 aircraft. [3]
- WestJet Points replaced WestJet Dollars on April 30, 2025. The Triangle Rewards partnership is now live, allowing eligible members to link accounts and earn across both programs. [4]
- WestJet reversed part of its densified 737 seating plan in 2026 and is restoring a uniform 30-inch Economy seat pitch on affected aircraft by the end of the year. [5]
- Travelers should also consider operational history: WestJet disclosed a 2025 cybersecurity incident and received a $70,000 Canadian Transportation Agency penalty in March 2026 for passenger-protection violations. [6]
WestJet’s Customer Service Philosophy
WestJet has long built its brand around friendly, approachable service from employees known as WestJetters. Its current corporate values are “Care from the heart,” “Rise to the challenge,” “Work together to win” and “Act like an owner.” The company’s current purpose emphasizes affordable travel for Canadians, while its history still highlights its long-standing goal of providing safe, friendly and affordable air travel. [1]
For passengers, that philosophy matters most when it turns into concrete benefits: clear fare choices, useful digital tools, responsive disruption handling, comfortable cabins and employees who can solve problems. WestJet has made investments in each area, although recent regulatory actions, cabin-design reversals and operational issues show that the actual customer experience is not always as smooth as its brand promise.
Customer-Centric Initiatives at WestJet
WestJet App, Entertainment and Wi-Fi
The WestJet app supports mobile check-in, boarding passes, trip management, flight information and access to WestJet Connect entertainment on compatible aircraft. WestJet Connect streams movies, television and other content to your own phone, tablet or laptop rather than requiring a seatback screen on most narrowbody aircraft.
WestJet has also been installing WestJet Wi-Fi presented by TELUS, powered by Starlink. The airline currently advertises the service on more than 100 aircraft. Access is free for WestJet Rewards members on equipped flights. Other aircraft may still have older paid internet, WestJet Connect without Starlink, or more limited connectivity. [3]
The Starlink rollout has focused on Boeing 737-800 and 737-8 MAX aircraft. WestJet previously said its widebody aircraft were planned for upgrades by the end of 2026, but travelers should treat that as a rollout target rather than assume every 787 is already equipped.
Pro Tip: Check WestJet’s Flight Guide shortly before departure instead of assuming your aircraft has Starlink, WestJet Connect or in-seat power. Aircraft substitutions and ongoing cabin work can change which amenities are available.
WestJet Fare Types and UltraBasic Restrictions
Fare choice has a major effect on the WestJet customer experience. WestJet currently sells UltraBasic, Econo, EconoFlex, Premium, PremiumFlex, Business and BusinessFlex options, although Business is limited to routes and aircraft where that cabin is offered. [2]
| UltraBasic | Lowest-frills Economy fare. A personal item is included, but a standard carry-on is generally not included on North American and Central American itineraries unless an eligible upgrade such as Extended Comfort is purchased. Voluntary changes are generally not allowed, and the fare does not earn WestJet Rewards. |
| Econo | Standard Economy experience with a carry-on bag included and WestJet Rewards earning on eligible spend. Checked baggage and advance seat selection may cost extra. |
| EconoFlex | Adds more flexibility, advance seat selection and one checked bag while retaining the Economy cabin. |
| Premium | More space plus priority services, two checked bags and enhanced food and beverage benefits on eligible flights. |
| Business | Available on WestJet’s 787-9 Dreamliner, with lie-flat seating, lounge access where available, priority services and a more complete meal and beverage experience. |
Warning: Do not choose UltraBasic solely by comparing the headline fare. Check carry-on, checked-bag, seat-selection and change restrictions first. A higher fare can be better value when you need baggage or flexibility.
Cabins, Seating and Onboard Service
WestJet’s narrowbody Boeing 737 fleet primarily offers Economy and Premium seating. Its Boeing 787-9 Dreamliner adds a lie-flat Business cabin for long-haul routes. WestJet Encore’s Q400 turboprops connect smaller communities into the wider network.
Seat layout can vary because WestJet is still standardizing aircraft acquired through Swoop, Sunwing and other fleet additions. In January 2026, the airline changed course on a densified Economy configuration after reviewing operational data and feedback. Twenty-four affected 737-8 MAX and 737-800 aircraft are being modified to provide a consistent 30-inch Economy seat pitch, with completion targeted for the end of 2026. [5]
Complimentary non-alcoholic drinks and a snack are available on many flights over one hour, while menus and complimentary items vary by route, duration and cabin. Premium and Business receive broader food-and-beverage service, and long-haul 787 flights provide a more substantial meal experience.
Check-In and Customer Support
WestJet has been tightening airport processes to improve on-time performance. Effective April 28, 2026, check-in for domestic Canadian departures closes one hour before departure. Travelers should still check the exact airport and itinerary requirements because international deadlines and document requirements can differ.
The app and Manage Trips handle many common tasks without an agent. WestJet also provides live chat, telephone support, baggage assistance, accessibility support and online feedback/service-request forms through its official contact channels.
The Impact of WestJet’s Customer-Focused Approach
| Milestone | What it means for guests |
|---|---|
| Swoop integrated into WestJet (Oct. 2023) | WestJet absorbed Swoop’s operation, beginning a broader effort to consolidate narrowbody flying under the WestJet brand. |
| WestJet Points announced Feb. 2025; effective Apr. 30, 2025 | WestJet Dollars converted to points, with expanded earning and redemption across eligible fares and extras. [4] |
| Sunwing Airlines integration (May 2025) | Sunwing’s final commercial flight operated May 28, with the integrated WestJet narrowbody operation taking effect May 29. |
| Cybersecurity incident identified (Jun. 13, 2025) | WestJet later confirmed that data obtained by an unauthorized third party varied by individual and could include names, contact details and information or documents connected with reservations and travel. WestJet said payment-card numbers and guest passwords were not obtained. [6] |
| Largest-ever Boeing order (Sep. 2025) | WestJet ordered 60 Boeing 737-10 aircraft and seven additional 787-9s, plus options, supporting long-term fleet renewal and growth. |
| 100+ aircraft equipped with new Wi-Fi (2025–2026) | Starlink-powered internet is free for WestJet Rewards members on equipped aircraft, but availability still needs to be checked flight by flight. [3] |
| APEX 2026 Four Star Major Airline | Passenger-feedback-based recognition of WestJet’s overall product and service experience. |
| Cuba flying suspended (Feb. 2026) | WestJet wound down Cuba operations because of fuel shortages and service concerns; its current Cuba page says flights remain suspended until further notice. |
| Economy cabin plan revised (Jan.–Mar. 2026) | After feedback on densified cabins, WestJet began removing one row from affected aircraft to restore a consistent 30-inch Economy pitch. [5] |
| CTA APPR penalty (Mar. 5, 2026) | The Canadian Transportation Agency imposed $70,000 in penalties for 35 violations involving required meals/drinks and overnight accommodation or transportation after a 2025 disruption. [6] |
| Triangle Rewards linking launched (Mar. 25, 2026) | Eligible members can now link WestJet Rewards and Triangle Rewards accounts and earn across participating WestJet and Canadian Tire businesses. [4] |
| Calgary–São Paulo scheduled for Nov. 8, 2026 | The planned three-times-weekly 787 service would give WestJet a new South American gateway from Calgary; WestJet’s launch announcement states that the route is subject to government approval. |
Note: WestJet’s transpacific network is well established. Calgary–Tokyo launched in 2023 and Calgary–Seoul followed in 2024. Its current 2026 network also includes extensive European service from Calgary plus seasonal transatlantic routes from Toronto, Halifax, St. John’s and other Canadian cities.
WestJet’s Customer Loyalty Program
WestJet Rewards moved from WestJet Dollars to WestJet Points on April 30, 2025. One former WestJet dollar converted to 100 WestJet points. Members can earn points on eligible WestJet flights and qualifying extras such as seat selection, checked baggage and cabin upgrades, with earning rates increasing by tier. [4]
The program continues to use Teal, Silver, Gold and Platinum tiers. WestJet also maintains RBC co-branded credit cards and has expanded everyday earning through partners such as TELUS, Skip and Triangle Rewards.
The WestJet Rewards–Triangle Rewards partnership is already active. Eligible members can link the programs, earn WestJet points at participating Canadian Tire-family retailers, earn Canadian Tire Money on eligible WestJet purchases and convert WestJet points into Canadian Tire Money under the applicable program rules.
Customer Feedback and Satisfaction at WestJet
How WestJet Uses Customer Feedback
A useful recent example came from WestJet’s cabin reconfiguration program. After reviewing operational data and feedback from guests and WestJetters, the airline reversed the densified Economy layout used on a limited number of aircraft. It is removing one row from affected cabins and restoring a uniform 30-inch Economy seat pitch. [5]
Travelers can also provide feedback through WestJet’s online contact form, social channels and customer-support channels. The company’s app, Manage Trips tools and self-service pages increasingly handle routine tasks such as seat selection, check-in, cancellations and itinerary management.
Awards and Accolades
WestJet accepted the 2026 APEX Four Star Major Airline award, which is based on verified passenger feedback. In March 2026, AirlineRatings.com also named WestJet the best hybrid airline in North America for 2026.
Awards provide useful third-party context, but they should not be treated as a guarantee of an individual flight experience. Fare restrictions, aircraft type, airport conditions and disruptions can matter just as much.
Motivating Excellence
WestJet continues to standardize cabins inherited through fleet acquisitions while adding Premium seating, Extended Comfort, power outlets and improved connectivity. The 2026 decision to revise its densified Economy configuration is especially relevant because it shows that product design can change when operating results and guest feedback point in a different direction.
Challenges and Successes in Implementing a Customer-Focused Approach
Integrating Swoop and Sunwing, operating nearly 200 aircraft and expanding internationally have made consistency more difficult. A passenger may encounter a newly refreshed 737, an aircraft still awaiting reconfiguration, an Encore Q400 or a three-cabin 787, and the available seating, power, entertainment and Wi-Fi can differ.
WestJet has tried to reduce those differences through cabin updates, free Wi-Fi deployment, digital self-service tools and broader airline partnerships. It also continues to build direct-booking interline capabilities that can combine WestJet and partner flights on a single itinerary.
At the same time, two recent events deserve attention. In June 2025, WestJet identified unauthorized access to its systems. The company later said the data involved differed from person to person and could include names, contact information and information or documents connected with reservations and travel. WestJet said no credit- or debit-card numbers, card expiry dates, CVV numbers or guest passwords were obtained. [6]
Warning: If you were notified that your information was involved in the 2025 WestJet cybersecurity incident, be cautious with messages that reference real booking or travel-document details. Verify unexpected account, password or payment requests directly through WestJet’s official website or customer-service channels.
Separately, on March 5, 2026, the Canadian Transportation Agency issued WestJet administrative monetary penalties totaling $70,000. The action covered 16 failures to provide reasonable food and drink and 19 failures to offer required overnight accommodation and transportation after the delay and cancellation of flight WS3103 on February 16, 2025. [6]
Current July 2026 Travel Advisory
As of July 27, 2026, WestJet says it continues to operate normally while negotiating with the union representing its cabin crew. However, because of the possibility of labor disruption, WestJet has activated a flexible policy for guests scheduled to travel from July 30 through August 4, 2026.
Warning: WestJet currently allows eligible travelers booked for July 30–August 4, 2026 to make a one-time change or cancellation without an additional fee under its temporary flexibility policy. WestJet specifically notes that activating the policy does not mean a disruption will occur. Check the airline’s travel-advisory page immediately before relying on this information. [6]
What Happens if a WestJet Flight Is Delayed or Cancelled?
For WestJet and WestJet Encore flights, the airline says it sends disruption information primarily to the email address attached to the reservation. Depending on the cause and length of a disruption, Canada’s Air Passenger Protection Regulations may require rebooking, meals, communication access, accommodation, transportation or financial compensation.
WestJet advises passengers to keep itemized receipts when paying reasonable out-of-pocket expenses that may qualify for reimbursement. Travelers who booked through another airline, travel agency or third-party website should also make sure WestJet has their current contact information.
Pro Tip: Before departure, confirm that the email address and phone information attached to your reservation are current. During major disruptions, automated notifications can be faster than waiting in an airport service line.
Future of Customer Service at WestJet
WestJet’s near-term customer-experience work centers on three areas: making cabins more consistent, expanding connectivity and growing the network. The airline’s September 2025 Boeing agreement added orders for 60 737-10 aircraft and seven additional 787-9 Dreamliners, with options for more aircraft and deliveries extending into the 2030s.
Cabin work is continuing through 2026. Aircraft affected by the densified Economy experiment are being changed back to a uniform 30-inch Economy pitch, while other former all-Economy aircraft are receiving Premium seating, Extended Comfort options, power and updated interiors. [5]
The route network is also becoming more global. Calgary remains the airline’s central long-haul hub, with established nonstop Asian flying to Tokyo and Seoul. WestJet plans to begin seasonal Calgary–São Paulo service on November 8, 2026, using the 787-9, subject to government approval. The route would provide WestJet’s first direct connection between Western Canada and South America.
For personal comfort on long trips, especially when flying to colder destinations, small travel accessories can still make a difference even when the airline controls the bigger parts of the experience. One option covered elsewhere on this site is a rechargeable hand warmer for travel.
Frequently Asked Questions
What is WestJet Airlines?
WestJet is a Canadian value airline founded in Calgary in 1996. Its 2026 corporate history lists 192 aircraft and 133 destinations, with service across Canada, the United States, Mexico, Central America, the Caribbean, Europe and Asia. A seasonal Calgary–São Paulo route is scheduled to begin November 8, 2026, subject to government approval. [1]
What is the fleet size of WestJet Airlines?
WestJet’s current 2026 history lists 192 aircraft. Its passenger fleet includes Boeing 737-700, 737-800 and 737-8 MAX jets, seven 787-9 Dreamliners and De Havilland Dash 8-400 turboprops operated by WestJet Encore. [1]
What is WestJet’s main hub?
Calgary International Airport (YYC) is WestJet’s designated global connecting hub and the main base for its 787-9 Dreamliner operation. Toronto, Halifax and St. John’s also support important domestic and transatlantic routes, but Calgary is the airline’s formally designated global hub.
What services are offered onboard WestJet flights?
WestJet’s 737 fleet primarily offers Economy and Premium, while the 787-9 adds a lie-flat Business cabin. Depending on the aircraft, passengers may have WestJet Connect streaming entertainment, Wi-Fi, in-seat power and complimentary snacks and non-alcoholic drinks. Premium and Business include additional food, beverage and airport-service benefits. Availability varies by aircraft, route and flight duration. [3]
Does WestJet UltraBasic include a carry-on bag?
Not on most itineraries within North America and Central America. UltraBasic normally includes one personal item but not a standard carry-on bag unless an eligible option such as Extended Comfort has been purchased for the required itinerary. WestJet currently includes a carry-on with UltraBasic travel to and from Europe or Asia. Always check the fare rules for your specific booking. [2]
Is WestJet Wi-Fi free?
WestJet Wi-Fi presented by TELUS is free for WestJet Rewards members on equipped aircraft. WestJet currently advertises the Starlink-powered service on more than 100 aircraft. Other flights may have paid Wi-Fi, WestJet Connect entertainment without free Starlink internet, or limited connectivity, so check the Flight Guide before departure. [3]
What is WestJet’s loyalty program?
WestJet Rewards uses WestJet Points, which replaced WestJet Dollars on April 30, 2025. Members can earn and redeem points on eligible travel and extras. Teal, Silver, Gold and Platinum tiers provide progressively stronger benefits, and members can also earn through RBC credit cards and everyday partners. [4]
Can I link WestJet Rewards and Triangle Rewards?
Yes. The partnership went live in March 2026. Eligible members can link their accounts to earn WestJet points on qualifying purchases at participating Canadian Tire-family retailers and Canadian Tire Money on eligible WestJet purchases. Points can also be converted to Canadian Tire Money under the program rules. [4]
Does WestJet have partnerships with other airlines?
Yes. WestJet has a broad mix of codeshare and interline relationships, including partnerships with Delta Air Lines, Air France, KLM, Virgin Atlantic, Korean Air, Copa Airlines, Kenya Airways, Japan Airlines, Saudia and others. The exact earning, redemption, baggage and elite-benefit rules depend on the partner and how the ticket is booked.
Who owns WestJet?
WestJet remains controlled by the Onex Group. A minority-investment transaction completed in October 2025 left Delta Air Lines with a 12.7% stake, Korean Air with 10% and Air France-KLM with 2.3%, while Onex retained control.
What should I do if my WestJet flight is delayed or cancelled?
Check your email, WestJet’s app, Manage Trips and the airline’s flight-interruption page. Depending on the cause and length of the disruption, Canadian passenger-protection rules may require rebooking, meals, accommodation, transportation or compensation. Keep itemized receipts for reasonable expenses you believe qualify for reimbursement.
How can I contact WestJet customer service?
WestJet offers self-service through its website, app and Manage Trips, plus live chat, telephone support, accessibility assistance, baggage support and online service-request or feedback forms. If you booked through a travel agent, third-party booking site or another airline, WestJet may direct you back to the company that issued the ticket for certain changes.
Sources
- WestJet — Our History and Who We Are — current fleet, destination count, company history, values and network development.
- WestJet — Our Fares and Carry-On Baggage — UltraBasic, Econo, Flex, Premium and Business fare benefits and baggage restrictions.
- WestJet — Inflight Entertainment and Wi-Fi — WestJet Connect, Starlink-powered WestJet Wi-Fi, aircraft variation and onboard connectivity.
- WestJet — All-New WestJet Rewards and WestJet Rewards Meets Triangle Rewards — April 30, 2025 points conversion and the live 2026 Triangle partnership.
- WestJet — Cabin Updates — current aircraft reconfiguration, 30-inch Economy seat-pitch restoration, Premium seating and onboard amenities.
- Canadian Transportation Agency — WestJet APPR Penalty, WestJet Cybersecurity Incident Notice and WestJet Travel Advisories — regulatory enforcement, cyber-incident details and current July–August 2026 operational guidance.
