Joanna Chiu was left in tears after being removed from a WestJet flight from Mexico to America after staff deemed she was too ill to fly due to an upset stomach
A woman claimed that she was removed from a plane because she used the toilet excessively during pre-takeoff, saying an upset stomach was the culprit.
Joanna Chiu, a journalist returning from a holiday in Mexico, found herself urgently needing to visit the bathroom multiple times while on board. She took to X to vent her frustration: “Just got kicked off a @WestJet flight from Mexico because I had an upset stomach and was going to the washroom too much before take-off.
“No promise of a hotel or rebooked flight. I had meds and was on the mend. Some customer service.” Chiu explained her predicament further, saying: “In my rush to get off the plane alone, I left my money with travel companions and a WestJet supervisor refused to pay for my taxi to a hotel 20 min away.”
The situation in February 2024 left her in tears following a distressing interaction with one staff member. Nevertheless, she did encounter another employee who was “much nicer”, but still, the airline didn’t provide a booking reference for a new flight and simply told her to return to the airport the next day to make enquiries at the counter, according to Joanna’s account.
Upon returning, the author shared some valuable advice to help others steer clear of similar predicaments. “My last word: Check whether your destination is known for stomach bugs. Take probiotics etc. If you’re asked to deplane, take the time to gather your wallet, passport, medications. Duolingo proved useful and off-line translation apps. If staff are abusive, ask for another to help you,” she stressed.
In response to the ordeal, a Westjet spokesperson issued an apology to Joanna for the incident. The statement, made to Global News, said: “We sincerely apologize to Ms. Chiu for the inconvenience and discomfort she experienced during her recent travel experience, including the communication delay that occurred as she awaited an appropriate re-accommodation option.”
The airline emphasized their prioritisation of the health and safety of both guests and crew, and the seriousness with which they approach health-related issues: “Ensuring the wellbeing and safety of our guests and crew is our number one priority and therefore we take any health-related concerns very seriously.
“While unexpected illness can occur while travelling, maintaining a safe and healthy environment for all guests and crew members is paramount. In circumstances where a guest is deemed unfit to travel due to illness, our crew are trained to make difficult, but required decisions in the name of safety.”
Upon being made aware of Joanna’s ordeal via a social media platform, Westjet’s customer care team contacted her to arrange a re-accommodation option and to invite her feedback about the experience. It might seem harsh, but airlines do have the authority to offload passengers they consider too sick to fly.
As per Fit For Travel: “The airline you plan to fly with needs to make sure it is medically safe for you to fly, so you might need to tell them about any health condition you have.”
If airlines fear that your medical condition could worsen during the flight or potentially infect other passengers, they may refuse to let you board. “Restrictions and rules can vary between airlines, so if you are in any doubt, you should seek advice from the medical department of the airline.
“Most airlines have a medical advisory service, details of which can usually be found on their website,” advises the NHS information site.
