WestJet made homecoming for brain-injured grandson an ordeal, grandmother says
Westjet apologizes for treatment of Cecilia Bruyere and her grandson Samuel for hours-long delay
It was meant to be a long-awaited homecoming journey for her grandson, who is recovering from a severe brain injury. Instead, a 77-year-old woman from Sagkeeng First Nation, Man. says WestJet made it an ordeal that lasted for hours.
In May 2015, Samuel Bruyere, 41, suffered a severe head injury that left him incapacitated. After years in hospital, he left a Saskatoon facility to come back to his home province of Manitoba to continue his recovery.
The trip was meant to be an end to years of overnight Greyhound bus trips Bruyere took to visit her grandson.
But Cecilia Bruyere said when they arrived at the Saskatoon airport June 19, WestJet staff and security mistreated her and her grandson Samuel as they tried to board an early morning flight.
"They ignored us, they had no respect, even after I explained Samuel's condition," said Bruyere.
Dog treated better, woman says
The problems began shortly upon arriving at 3:30 a.m. at the airport, when Bruyere was told by a WestJet representative that Samuel did not have proper identification.
Bruyere is her grandson's legal guardian and had Samuel's birth certificate, medical card and social insurance number but not the photo identification required to board a flight.
"I didn't know what to do," says Bruyere. "I went to the front desk again. There was a lady in front of me with a dog."
Bruyere says they boarded the plane easily.
"They treated that dog like it was human, and they treated Sam like he wasn't normal."
Since he had been incapacitated in hospital for years, Bruyere said obtaining photo identification for her grandson simply wasn't possible.
Told to obtain a fishing licence
While they waited, Bruyere claims WestJet representatives were laughing and talking before coming back to help. The WestJet representative then talked to Samuel and told him to apply for a fishing licence and use that as photo ID to board.
However, with no food available and under growing stress, Bruyere said Samuel was getting increasingly ill. His last meal had been 12 hours before getting to the airport, and his food needs to be pureed because of his injury.
"He was throwing up and he was pale as a ghost," said Bruyere. "I was honestly thinking I was going to take him to emergency because that's how bad it was."
Around 4:30 a.m, a different WestJet employee finally came and assisted Bruyere, handing her plane tickets for a 10 a.m. flight.
WestJet responds
In an email statement, Lauren Stewart, a media relations advisor with the airline, apologized. But, she added, WestJet does not determine the ID documents required to fly.
"We understand this was a stressful situation for this guest and her grandson and WestJet apologizes for this experience," the statement reads.
"WestJet is required by Transport Canada to ask for identification from all guests 18 years of age or older before boarding all flights ... It is the guest's responsibility to ensure the documents they are travelling with are sufficient."
Security told him to stand: Bruyere
The airline allowed them to proceed, but the ordeal continued, Bruyere said.
When it was time to go through security, Bruyere said four guards became concerned with Samuel's wheelchair.
'"Is this a medical thing?"' Bruyere said one of the guards said, while grabbing Samuel's chair. "He turned it around and told Sam to stand up [and to] lift your arms up."
Bruyere alleges the guard continued to grab Samuel's wheelchair, breaking a stand that holds his iPod.
"[It] fell apart and screws fell on the floor and I had to pick up the parts from the floor," claimed Bruyere.
"It was like they thought we were up to no good," she said, her voice breaking with emotion. "Anyways, he can't stand."
The Canadian Air Transport Security Authority, the Crown corporation that is responsible for passenger and baggage screening, said no formal complaint was filed in this case and video footage is only kept for 30 days for privacy reasons.
A spokesperson said he could not comment specifically about what happened but invited the family to file a complaint.
"We want every passenger to be treated with respect, dignity and professionalism. Passengers with special needs or medical conditions should be treated with additional discretion and sensitivity. That is why we have accommodations in place for passengers with limited mobility. Passengers can stay seated in their wheelchair during the inspection if they are unable to get up. Screening officers are trained to offer these accommodations," said Mathieu Larocque, a CATSA spokesperson.
Speaking out
Samuel is now back in his home province of Manitoba at the Actionmarguerite, a St. Boniface care home meant to serve the elderly and people with complex needs.
Bruyere's goal is now to save up for a new wheelchair for Samuel and to spend as much time as possible with him.
She said she hopes speaking out will prevent another incapacitated person having to deal with similar issues when travelling.