Claims

When things don’t go as planned, we’re here to help. It is important for our customers to understand our claims process and how claims are received and processed.

The rules that govern air carriage are not only for WestJet Cargo, they are applicable to all air carriers around the world.  All air shipments follow and adhere to certain conditions of contract, that are detailed on the back of the air waybills. Download contidtions of contract (pdf).

WestJet’s Cargo liability

For transportation wholly within Canada, a shipment shall have a declared value of $1.10 per kilogram (but not less than $50.00)

International: 22 Special Drawing Rights (SDR) per kilo.

Step 1

Who can submit a claim? 

A claim must be submitted by either the client, shipper or consignee, provided the claimant is the person responsible for payment.

Step 2

Classifying your claim

There are three types of claims we can accept: 

  • Damage (to contents, shipping containers are not included)
  • Delay (not all delays will be covered)
  • Non-delivery (lost items)

**For invoice disputes, please do not submit a claim. Please contact our accounts receivable department via email at receivablesws@westjetcargo.com or by phone at 1-888-444-6685.

Claim type

Description

Permitted timeframe

Damage

Was your packaging or product compromised?

14 days

Delay

Did your shipment not arrive as planned?

21 days

Non-Delivery

Was your shipment not delivered?

120 days

Note: The permitted timeframe noted above is the time between the shipping date and the date of your claim submission. 

Step 3

Gather your information & supporting documentation

Including but not limited to: 

  • Air waybill copy
  • House air waybill (if applicable)
  • Packing list
  • Original receipts or cost invoices
  • Destruction certificate
  • Supporting photographs

Step 4

Submit your claim

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Reason for claim

Supporting documents (purchase invoice and other)

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