One of Canada’s largest budget airlines is under fire after an agent tore up a family’s boarding pass and falsely told an elderly passenger he had “no right” to film after their flight was bumped.
Jason Huang and his family, including his 73-year-old father, arrived at Edmonton International Airport in August to board a WestJet flight to Toronto when they were told at the check-in counter that the plane they had booked was downsized and that they would need to fly out several hours later, the CBC reported.
Huang pressed the agents about why his family had been bumped from their original flight, but they refused to give a clear answer and he started to record the interaction for a compensation claim.
However, after he pulled out his phone to record, one of the WestJet agents told him he had “no right” to film them and threatened to call the police.
“You’re not flying today,” the agent can be heard saying. “Get this phone down!”
Huang claims that an agent snatched his phone and tore up the family’s boarding passes during the tense back-and-forth exchange.
Huang said his 73-year-old father tried to record the incident as well — but suffered a swollen eye amid the physical confrontation.
“I can’t believe this is happening in Canada,” Huang told the outlet.
A WestJet spokesperson told the CBC in a statement that the airline “promptly investigated” the incident, apologized to the guests, and would conduct “internal follow up.”
Huang said he applied for compensation through the Air Passenger Protection Regulations, but WestJet refused.
Seeing no other alternative, he said he filed a complaint with the Canadian Transportation Agency.
The incident came to light after the budget Canadian airline announced in October that customers will no longer be able to recline seats on its aircraft — unless they pay extra.
The carrier said it is updating the interiors of its Boeing 737-8 MAX and 737-800 aircraft as part of a push for a “modern cabin experience.”
The refreshed economy section will include fixed-recline seats designed to maintain personal space.
“The cabin has been thoughtfully designed to offer WestJet’s welcoming service at every budget,” Samantha Taylor, WestJet Executive Vice-President and Chief Experience Officer, said in a statement.
“It reflects our commitment to elevating every aspect of the travel experience and meeting guest demand for a broader range of product offerings.”
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