Air Canada revokes employee benefits after daughter’s complaint

  • Air Canada has canceled the travel privileges of an employee after her daughter complained.
  • The woman was upset that her mother had been punished for a problem between her and Air Canada.
  • The airline said the employee broke its code by allowing a family member to file a complaint.

Air Canada has revoked an employee’s travel privileges after her daughter complained of her treatment while trying to board a plane.

The woman, who did not want to be named, told Insider that she filed a complaint with the airline after what she deemed poor customer service by gate staff. She had bought a ticket using the travel privileges her mother had given her.

The woman emailed the airline’s top officials and copied it into the media, apparently prompting the airline to respond by revoking her mother’s two-year flying privileges.

An email sent to the employee indicated that her daughter had misrepresented herself as a revenue-generating client.

Her 62-year-old mother, who works as a manager, was also disciplined by the airline and given the same punishment.

An email seen by Insider shows a senior official telling the employee that she will not be allowed to fly on standby for two years.

“I had a feeling of nausea when my mother told me what they had done to her,” said the woman. “It is one thing for me to be reprimanded, but it is very different for my actions affecting my mother.”

Reserve tickets allow airline employees to travel anywhere at a fraction of the regular cost and are a magnet for working for a well-established airline like Air Canada.

The woman told Insider that the perks of being ready were the main reason her mother, who is nearing retirement, took the job. She is now worried that she will lose her job if the situation escalates.

The woman said her mother had gone to her union, but was told there was nothing they could do, and suggested she apologize to try to mitigate the sentence.

In a statement to Insider, Air Canada said: “We engage our employees directly on internal matters. However, we can assure that employee travel is a special privilege and a unique and generous privilege to work for an airline that comes with overwhelming responsibilities the majority of employees and families understand and appreciate.”

“We take comments about our services very seriously. In fact, we conducted an investigation into the complaint submitted, and then found facts that were not in line with what was submitted.” The company did not provide further details.

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