Another day, another airline social media crisis.
This one was a few days in the making. A passenger on an Air Canada flight departing from Toronto shot video of a baggage handler dropping people’s suitcases from the top of a mobile staircase into a bin below, and posted it to YouTube April 17.
According to the video’s description, the fall was about 20 feet. The passenger, Dwayne Stewart, offered some running commentary: “Sorry, Air Canada, this is a fail.”
Two days later, on Saturday, Air Canada tweeted an apology in response to a link to the video.
@roachjames The actions in the video don’t represent our procedure. We are disappointed & sorry about what happened. We’re investigating.
— Air Canada (@AirCanada) April 19, 2014