Passengers get abusive after carry-on bag crackdown

A month after imposing stricter rules on carry-on bags, some Air Canada customer service agents say they are having a hard time dealing with abusive travellers.

Unifor, the union representing agents, has asked the airline to recruit only willing volunteers to work in these positions which union representative, Sheila Fardy calls ‘horrible.’

"Some agents are having quite a difficult time, passengers have been quite abusive," Fardy said.

She said the majority of passengers are understanding but ‘the bad five per cent can make for a difficult day’.

Fardy believes a call for willing volunteers to cover the duty would be to the benefit of all.

"If somebody chooses it, they’ll at least know what they’re in for. They’ll be less resentful."

According to Air Canada spokesperson, Peter Fitzpatrick, the carry-on crackdown has been affective.

"We have had a great deal of positive feedback from customers who appreciate that space is being apportioned more equitably," Fitzpatrick said, but he declined to comment on the union claims.

Aviation analyst Fred Lazar says the new rules have sparked a passenger backlash because the airline has not been consistent with its carry-on limits in the past.

The York University professor also expects more short-term hostility as Air Canada has just introduced a $25 fee for the first checked bag.