passenger rights

Best Public Response Letters to WestJet Bumping the Cello

I want to thank the 200 or so people who have emailed me in support of my dispute with WestJet Airlines and I apologize if your comments were not used below. Don’t want this blog to be too, too long! Only 1 email was critical of me and I include it below. The responses are worth reading…illuminating, useful…and a couple are  hilarious! -Paul Katz […]

Bumping the Cello: An Exchange Between WestJet’s Robert Barron and Paul Katz

Shortly after my "Airline Nightmare" story appeared in the Boston Globe, WestJet representative Robert Barron wrote a letter of explanation to the Globe.  It is reprinted here, with my personal reactions injected. – PK Robert Barron - West Jet Customer Service Agent: First of all, I'd like to say to Mr. Katz that I'm sorry he had such an unpleasant experience flying with us. All of us at WestJet are very proud of our company and its caring culture so we take it personally when we hear people are unhappy with us. The second-last thing I would want to do is cause a guest any upset, but the very last thing I want to do is to jeopardize anyone's safety. While many airlines do permit musical instruments to fly in the cabin, [...]

NPR Podcast of Paul Katz Interview: Skies Less-Than Friendly When Packing A Cello

Reprinted from NPR - National Public Radio Paul Katz bought two tickets — one for himself and one for his cello — in the cabin of a flight from Calgary to Los Angeles. But the captain told him his centuries-old cello had to fly as checked baggage. After an agonizing flight, Katz cried when the captain returned his cello, unharmed. Listen to the Podcast on National Public Radio TRANSCRIPT Copyright © 2012 National Public Radio. For personal, noncommercial use only. See Terms of Use. For other uses, prior permission required. NEAL CONAN, HOST: On a flight from Calgary to Los Angeles, cellist Paul Katz did everything right. He bought two tickets: one for him, one for his instrument, just the same as thousands of flights before. When he showed up [...]

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