Flair Airlines has apologized after a pilot called police to deal with frustrated passengers at Vancouver International Airport last week – some of whom had waited at the gate for 14 hours before their flight was cancelled.
The flight was scheduled to depart at noon on Tuesday, Nov. 20 but delayed repeatedly due to maintenance issues before being cancelled at about midnight, The Canadian Press reported.
According to the RCMP and a Flair customer who filmed part of the encounter, officers arrived at the gate after 11 p.m. and explained re-booking and accommodation options to passengers; according to the RCMP, officers were sent in response to a “disturbance call at the gate.”
A Flair spokesperson countered that officers were not asked by the pilot to relay flight or hotel booking options. Flair said it gave passengers full refunds or helped book them other flights later in the week, while also providing hotel rooms and meal vouchers. The airline is in the process of offering $200 future travel credit, the airline said.