A major low-cost airline in Canada is facing criticism after incidents at Edmonton International Airport where agents damaged boarding passes and misinformed elderly passengers about their rights following a flight disruption.
In August, Jason Huang and his family, including his 73-year-old father, arrived at the airport, only to find out that their WestJet flight to Toronto had been rescheduled to depart several hours later due to a downsized plane, according to reports.
When Huang requested an explanation for their removal from the original flight, he didn’t receive a satisfactory response. So, he began recording the interaction, possibly to seek compensation later.
However, as he started filming, a WestJet employee reportedly told him he had “no right” to take pictures and threatened to call the police on him.
“I see you’re not flying today,” the agent said, insisting he stop filming.
During this confrontation, Huang alleged that the agent not only grabbed his phone but also tore up the family’s boarding passes.
In an attempt to document the situation, Huang’s father was also targeted. He ended up with a swollen eye as a result of the altercation.
“I can’t believe this is happening in Canada,” Huang expressed in disbelief.
A representative from WestJet stated that the airline would “promptly investigate” the matter, extend an apology to the family, and conduct follow-ups internally.
After applying for compensation via the Airline Passenger Protection Regulations, WestJet reportedly denied his request.
Out of options, Huang lodged a complaint with Transport Canada.
This incident gained attention around the same time WestJet announced changes to its seating policy, stating that reclining seats would now come with an additional fee.
The airline plans to update the interiors of its Boeing 737-8 MAX and 737-800 aircraft, emphasizing a “modern cabin experience.”
The updated economy class will include fixed reclining seats to enhance personal space.
Samantha Taylor, WestJet’s executive vice president, commented that the new cabin designs reflect their aim to improve the travel experience and offer diverse products to meet customer demands.
