Air Canada is apologizing and an investigation is underway after evidence of airline workers mishandling passengers’ luggage was caught on video at Toronto’s Pearson International Airport on Thursday.
The 1:19 video shows a worker at the top of a set of stairs, tossing cabin luggage into a bin several meters below. One passenger can be heard in the background saying, “Sorry Air Canada, this is a fail.”
In Twitter posts on Saturday, Air Canada says it has launched an investigation and is "very disappointed & sorry about the actions in the video."
"The actions don't reflect our procedure. We apologize for this," the airline said in another tweet.
Passenger Dwayne Stewart took the video and explained to CP24 that the carry-on capacity on the Vancouver-bound flight was full and employees were tasked with transferring the bags to the aircraft’s cargo hold.
The B.C. man said he and others were “quite amazed” to witness the situation right outside their windows. The video was uploaded to YouTube on Friday where it eventually caught the attention of the airline.
“We are extremely disappointed by the actions depicted in this video. This clearly goes against our standard baggage handling procedures which dictates that gate-checked bags are to be hand carried down to the ramp,” responded Air Canada.
The employees under investigation have not been identified.
“We were so shocked we had to laugh,” Stewart told CBC News. “It looked comical, it looked like it wasn’t real.”
With files from the Canadian Press
Like this article? Follow us on Twitter Follow @HPCaTravel