A Christmas Eve flight meant to usher in a relaxing holiday getaway instead became a source of distress for an Alberta passenger, after an alleged inflight interaction prompted WestJet to launch an internal review into cabin crew conduct.
The airline confirmed it is examining a complaint from Dave Rogers, a Canadian military veteran, who says an encounter with a flight attendant during the final moments of a flight to Mazatlán left him embarrassed and shaken just before landing.
A Holiday Trip That Began Normally
According to Rogers, the flight itself was largely uneventful despite stormy weather at departure. He described the overall cabin service as friendly and professional, including an early interaction in which a flight attendant offered him and his wife full cans of soft drinks instead of the usual cup service.
Aside from exchanging brief holiday greetings while boarding, Rogers said he had no meaningful conversations or joking exchanges with the cabin crew throughout the flight. The atmosphere remained calm as the aircraft began its descent into Mazatlán on Christmas Eve.
Alleged Incident During Cabin Cleanup
Rogers says the situation changed as the cabin crew prepared the aircraft for landing and moved through the aisle to collect garbage. When a flight attendant approached his seat, he held up two empty cans for disposal, expecting a routine exchange.
Instead, he alleges the crew member gestured toward the cans, mimicked a large stomach, physically tapped him on the abdomen, and made a remark implying weight gain. Rogers said the interaction was unprompted and took place in view of nearby passengers, leaving him feeling singled out and humiliated in the final moments of the flight.
Passenger Reaction and Emotional Impact
A 23-year military veteran, Rogers said he was caught completely off guard and had never experienced anything similar during his years of air travel. He later reflected that the gesture may have been intended as humor, but emphasized there had been no prior rapport or joking that could have reasonably invited such a comment.
After landing, Rogers discussed the incident with his wife and another passenger. The couple initially left the airport uncertain about whether or how to respond. It was only after conversations with family members in Mazatlán that Rogers said he became convinced the behavior was inappropriate and should be reported.
He said the emotional impact lingered well into his vacation, overshadowing what should have been a joyful start to the holidays.
Airline Response and Internal Review
Rogers contacted WestJet after the flight to formally raise the issue. He said the airline responded quickly with an apology but advised that compensation could not be offered due to a lack of evidence supporting the claim.
WestJet later issued a public statement acknowledging the allegation and confirming that the matter had been escalated internally. The airline said it takes such concerns seriously and intends to address the issue directly with the guest following the completion of its internal review.
A Loyal Customer Shares His Experience
Despite the incident, Rogers emphasized that he flies with WestJet multiple times each year and generally considers the airline’s staff to be professional and courteous. He described the experience as an isolated event rather than a reflection of the airline’s overall service standards.
Still, he said the encounter left a lasting impression and diminished the excitement of his holiday trip.
Broader Implications for Airline Conduct
As WestJet continues its review, the incident highlights the importance of professionalism and sensitivity in cabin interactions, particularly during high-volume travel periods such as the holidays. In the close quarters of an aircraft cabin, even brief exchanges can carry significant emotional weight.
Rogers said he hopes that by sharing his experience, similar situations can be prevented in the future, helping ensure that air travel remains respectful and comfortable for all passengers.
