WestJet in the hot seat from flight attendants

WestJet Airlines Inc. is facing criticism after asking some of its frequent flyers to videotape the service provided by its flight attendants and those of its chief competitor.

The Calgary-based airline said it asked 14 customers over a seven-day period to input the footage through an app as part of a larger online survey so it could monitor the service they most like.

But the practice has angered WestJet flight attendants who complain it is an invasion of their privacy, against the airline’s rules and not the practice of a caring employer.

Chief executive Ed Sims told reporters the airline didn’t intend to anger flight attendants, who are in the midst of a union drive.

“I apologize to any flight attendants, unreservedly, for those who were upset or offended by that action,” he told reporters after Tuesday’s annual meeting in Calgary.

Sims said the practice is relatively common and was meant to help WestJet build a library of the service that means the most to passengers.

He said it’s not something the airline intends to repeat.

WestJet spokeswoman Lauren Stewart declined to provide details about the effort but said no customers provided video of any WestJet employees or inflight experiences.

“Although the intent was to highlight the positive guest experiences our WestJetters (employees) provide, we regret that we did not consult with WestJetters prior to the study being conducted,” she wrote in an email.

Hugh Pouliot, spokesman for the Canadian Union of Public Employees, which represents Air Canada flight attendants and is trying to organize WestJet, said Sims only apologized after getting caught.

“Things have certainly gotten a little paranoid at the executive level when they’re asking customers to film their employees,” he said in an interview.

Pouliot said videotaping employees is disrespectful and a massive breach of privacy.