Jason Huang and his family experienced a troubling incident at Edmonton International Airport while trying to return to Toronto last August. The situation escalated during a routine check-in at the WestJet counter when a manager unexpectedly grabbed Huang’s phone, leaving him stunned.
Despite having checked in online and printed their boarding passes for their return from Banff, Jasper, and Calgary, the WestJet agent at the counter issued new boarding passes for a later flight without providing any explanation. When Huang inquired about the sudden change, the airline staff cited the downsizing of the aircraft they were initially scheduled to fly on, resulting in a delay for some passengers, including Huang’s family.
Huang attempted to record the interaction to support a compensation claim but was threatened by a WestJet agent who warned of involving the police if he continued recording. After a tense exchange, the agent forcibly took Huang’s phone and tore up their boarding passes.
In a separate incident involving Air Transat, Midhun Haridas and his wife faced a similar ordeal at Punta Cana International Airport in March 2024. They were denied check-in by an Air Transat agent who demanded the deletion of recorded videos and photos. Despite their pleas, the couple was not allowed to board the flight and were asked to sign a document admitting disruptive behavior.
Haridas later pursued legal action and was awarded $7,000 in damages after the judge condemned Air Transat’s conduct as “egregious” for denying them boarding without justification.
Recording such interactions is legal in Canada under the “one-party consent” rules, allowing passengers to record conversations with service providers and use the evidence in disputes. Legal experts emphasize the importance of such recordings in resolving conflicts and seeking compensation in air travel disputes.
Both incidents highlight the need for airlines to train their staff adequately on passenger rights and handling disputes to prevent similar incidents, especially during peak travel seasons. Huang and Haridas urge travelers to be aware of their rights in such situations to avoid potential mistreatment.