A major Canadian airline is under intense scrutiny after a check-in agent's hostile reaction to a passenger attempting to record a dispute escalated into a physical altercation, leaving an elderly man injured.
Flight Downgrade Sparks Confrontation
Jason Huang was travelling with three older family members from Edmonton International Airport to Toronto after a holiday in Banff and Jasper. The group had checked in online and had boarding passes, but at the WestJet counter, an agent issued them new passes for a later flight without explanation.
When Huang asked why they had been moved, he was told their original flight had been downsized and some passengers were rebooked. Frustrated and planning to seek compensation, Huang began an audio recording on his phone.
Recording Request Turns Physical
The situation deteriorated rapidly. An agent reportedly warned Huang to stop recording or the police would be called. Upon his refusal, the agent declared, 'You’re not flying today.'
Huang states that a manager then grabbed his phone and tore up the group's boarding passes. When Huang's father began filming, the agent incorrectly claimed they had no right to record. Under Canadian law, only one party in a conversation needs to consent to recording.
The agent then tried to seize the father's phone, striking the elderly man in the eye during the struggle, leaving it red and swollen. Other family members attempted to intervene during the chaotic scene.
Apology Issued After Complaint
Following the incident, WestJet denied Huang's request for compensation. He has since filed a formal complaint with the Canadian Transportation Agency and is awaiting the outcome.
In a statement to CBC, WestJet said: 'WestJet takes situations like this very seriously, and the incident was promptly investigated internally and recently closed with appropriate internal follow-up. We sincerely apologize to the guests for this experience.' The airline added that its guest support team would contact the family directly.
The story resonated online, with many Reddit users sharing negative experiences. One comment lamented WestJet's decline, blaming its purchase by private equity, while another criticised it for becoming an 'Ultra Low Cost Carrier' while charging premium prices.
A Pattern of Poor Service?
This incident echoes a 2024 case involving another Canadian carrier, Air Transat. A couple recording a dispute with an agent in Punta Cana were told to delete the footage to board their flight. After refusing and flying home with another airline, they sued. A small claims court judge awarded them $7,000, calling the airline's conduct 'egregious.' Air Transat confirmed the agent involved is no longer staffed on its flights.
