Incident report:
Date: Sept 10, 2006 7:15am
Location: Ottawa International Airport
Boarded flight:
AC 443 departing Ottawa 8am
Employee badge number:
Air Canada counter clerk
05/2009
1/UC
YOW/100597
Employee physical appearance:
Appeared to be in senior role
White male, grey hair - in his 50s
- Client Checks bag in. Small carry on lugguge, weighs approx. 2 pounds
- Placed bag next to counter clerk within clerk's arm reach
- Bag oriented in inconevient position
- Clerk asked client to have bag flipped
- Client responded with "The bag weighs 2 pounds", and obliged to flip bag
- Clerk obviously offended by the tongue-in-cheek comment, and acted in retaliation
- Clerk refused to process e-ticket and boarding pass - his commited duty as he offered to serve client
- Clerk intentionally made client wait in another line, without giving reason
- Client asked for name/identification from Clerk, Clerk refused to provide identification voluntorily
- Boarding pass smoothly processed by another counter clerk after waiting in another line.
- Client had to note down badge number when the contents of clerk's badge was desernible.
- Client was greeted by RCMPs at the security line, apparently clerk persisted in his retaliatory actions by reporting this as an "incident" to the RCMPs. He further distorted the situation and made the RCMP believe client is an "eratic" individual that may cause harm to the public.
- Besides the agitated clerk, all other individuals that had dealt with client find client to be behaving in good manner. This includes the second client that processed the boarding pass, the RCMPs, the security station staff, the attendent at the boarding gate, the attendents on the plane.
- This leads to the only conclusion that clerk is acting inappropriately and with intent to cause harm to others and refusing to fulfill his duty.
- This behaviour is dangerous, counter productive and damages the reputation of the company the clerk represents. The clerk is in no way fit for client serving duties.
- Client demands 1) the clerk be disciplined appropriately 2) Clerk be removed from active client serving duties 3) a formal apology be given by Air Canada to permit this behaviour in crucial client interaction roles.