You think that the training and instruction are sufficient, but these situations still happen. I'm not entirely satisfied with your answer, because we wouldn't see this type of situation arise again and again. This doesn't just concern WestJet, but also Air Transat and Air Canada. It seems to happen regularly.
It also seems that another situation keeps cropping up. It concerns how airlines handle complaints. We were told earlier that cases in the media seem to be treated differently. People complain, but don't seem to get a response until their case receives media coverage. In the case that I referred to earlier, we were told that, after making a complaint, the people didn't receive a response from WestJet. It wasn't until their case went public that they received answers and a call from the company offering an apology.
Are cases that receive media coverage handled differently from cases that don't?