Jason Huang and his family encountered a contentious situation during a routine check-in at Edmonton International Airport last August. The family, returning to Toronto from a trip to Banff, Jasper, and Calgary, had already checked in online and printed their boarding passes. However, at the WestJet counter, they were given new boarding passes for a later flight without explanation.
When Huang inquired about the sudden change, he received vague responses about the aircraft being downsized, leading to their delayed flight. Huang attempted to record the interaction to support a compensation claim, but a WestJet agent threatened to involve the police if he continued. Eventually, the agent confiscated Huang’s phone and tore up their boarding passes.
In a similar incident, Midhun Haridas and his wife faced issues with Air Transat at Punta Cana International Airport in March 2024. An agent prevented them from checking in, leading to a dispute where Haridas attempted to record the interaction but was demanded to delete the video. They were denied boarding unless they erased the recordings and signed a document admitting disruptive behavior.
Haridas later took legal action and presented the recordings as evidence. A judge ruled in their favor, criticizing Air Transat’s conduct and awarding them $7,000 for being denied check-in without justification. Air Transat expressed regret over the incident but did not clarify the fate of the employee involved.
These incidents highlight the importance of passengers’ right to record interactions with airlines in Canada, as per the “one-party consent” rule. Legal experts emphasize that such recordings can be crucial in resolving disputes and seeking compensation. Training for airline staff on passenger rights and dispute resolution is deemed essential, especially during peak travel periods.