Canadian Manufacturing

WestJet reinforces zero-tolerance mask policy

Airline to increase support for contact tracing through mandatory guest contact information

August 28, 2020  by CM Staff

PHOTO: WestJet

CALGARY, Alta. — On Aug. 28, the WestJet Group announced multiple safety updates including the potential for denied travel and a one-year WestJet Group travel ban for those who fail to comply with the airlines’ mask regulation.

The WestJet Group also announced the mandatory input of all guests’ contact information at online and kiosk check-in to help the Public Health Agency of Canada and the provincial public health agencies across Canada with contact tracing in the case of infected individuals on board. The WestJet Group includes WestJet, WestJet Encore, WestJet Link and Swoop.

Effective, Sept. 1, the WestJet Group will implement a zero-tolerance policy in support of the requirement for all guests, over the age of two, to wear masks and face coverings. Non-compliant guests will face penalties including denied boarding, return of the aircraft to the gate to offload the passenger and the suspension of travel on any WestJet Group aircraft for up to one year.

“Canadian travellers and all of our WestJet Group employees are counting on us to keep them safe and it is our utmost priority to do so,” said Ed Sims, The WestJet Group President and CEO, in a prepared statement. “Masks are mandated by our regulator and the vast majority of our guests are happy to keep themselves and each other safe by complying. This enhanced policy provides clarity on how we will enforce the regulation for those who don’t. Travellers must understand if they choose to not wear a mask, they are choosing not to fly our airlines.”


Non-compliance on board the aircraft will be managed through a three-step process:

  • Passengers will first be asked to put the mask on in a discussion with cabin crew.
  • Passengers will be given a warning that masks are required, and compliance is necessary.
  • Passengers will receive notice that non-compliance will result in follow up notification that they will be placed on a no-fly list for 12-months.

Since April 20, it has been mandatory for travellers to wear face coverings throughout the airport and while in flight and at the airport. As outlined by Transport Canada, travellers requiring an exemption to the regulation for health reasons must produce a certified medical note or will be subject to the measures as outlined.

Prior to flying, it is important travellers understand the current regulations and modifications to services in response to COVID-19. Travellers that wish to eat or drink while on board remain able to do so if they replace their mask once finished.

Effective, Sept. 1, the input of contact information for those travelling on WestJet, WestJet Encore, WestJet Link and Swoop will become mandatory at the 24-hour check-in process online and at kiosks. Mandatory information at WestJet check-in kiosks will be phased into the policy change by the end of September.

Once implemented, guests will no longer be able to bypass the information screen and will be required to input up-to-date information prior to the issuance of a boarding pass. It is the responsibility of the traveller to provide accurate information.

“We continue to work collaboratively with our health partners to adapt our procedures,” added Sims. “A coordinated approach is essential, and we are advocating for contact tracing enhancements along with the introduction of testing.”

Print this page

Related Stories