Let me tell you a Westjet story about two of their employees.
On Sunday, January 18th, I was at YVR
International waiting to board an AC
flight to YYZ
. As I had an hour to kill before heading to the departure gate,
I elected to go outside the domestic departures level to have a smoke or 2 and a Tim Hortons coffee. I was standing outside the Westjet check-in area while smoking (God, embarrassing and disgusting to say that!) Anyway, a taxi-van pulls up. The driver gets out and helps a WJ pax who broke a leg and an arm while skiing in Whistler (he told me as the driver collected his bags). Obviously, this poor guy could not carry his bags, and I was about to offer him assistance, when the driver offered to carry his luggage for him to the WJ counter.
I watched them proceed inside to the WJ counter. The driver was inside with the pax for about 2 minutes, when a tow-truck pulled up to where the taxi-van was parked. I had my back turned to the curb, and when I turned around, the tow truck driver got out and proceeded to hook up the taxi-van to be towed away. I couldn't believe what I was seeing. I immediately told the driver where the driver was and WHY he was not around. The tow truck driver ignored me and continued to hook up the taxi. Now I was pissed off to no end, and told the driver that if he towed that taxi away, I'd contact YVR
airport authority and make such a stink he'd never work the airport premises again. He said there was nothing he could do, as the taxi was already hooked up. Bullshit. An airport comissionaire came over, I explained the situation to him, and he took my side; a yelling match ensued against the tow truck driver.
At this point, 2 WJ pax service agents came out with the taxi driver (they watched from inside at the counter) and asked the tow truck driver nicely to unhook the taxi, explaining the driver had helped one of their incapacitated pax. You could tell both WJ guys were pissed off as well. The tow truck driver told us all to F off, got in and drove off with the poor guys taxi. We were livid, to say the least. The driver was VERY upset, poor guy.
At that point, one of the WJ guys pulled out a company credit card and offered to drive the taxi driver to the pound and told him that WJ would pay for all of the tow/impound charges. Not only that, the other WJ guy, who turned out to be a supervisor, told the driver that once he retrieved his taxi, to come back to the counter where WJ would issue him a confirmed pass for future WJ travel as a way of saying thank you for looking after a WJ pax. The driver was positively speechless (so was I) and he politely declined the free pass, but the WJ supervisor insisted, saying, "Westjet insists on issuing you the pass for all you did for our passenger and for the unfair way you were treated just now. We insist". The driver sheepishly accepted, said many a thank you, and he and the 1rst WJ pax agent went off to retrieve the guys taxi out of the pound, paid for by WJ.
I was SO impressed by these WJ guys, and touched by their genuine concern for the unfair plight of this taxi driver, and told the supervisor how proud I was of his actions. I got his name and that of the other agent, and wrote a letter to Clive while flying home. I hope he receives it. I also wrote a detailed letter to the YVR
airport authority regarding this matter (as did the WJ supervisor). I hope that scum of a tow driver gets his just dessert.
Many thanks to Greg and Justin of WJ in YVR
. Great job, guys!