Be prepared to be on hold in excess of 2hrs when contacting customer service. During COVID I was unable to get a refund even though Westjet airline was offering refunds to customers who booked directly through the airline. Since I booked using Flightnetwork I had to work through them for the refund (which they wont give me). My 2 travel companions received refunds- one when they complained to the credit card company, the other got a refund and did not even ask for one. However, I have been told 3 different stories when I called 3 different times (approx 6 hours of wait time in total). User's recommendation: Book directly through the airline.