The customer service representatives at the Pearson airport location need a HUGE revamp on handling crisis situations, not to mention in depth diversity training .
They were dishonest . Impatient . Unwilling to answer necessary questions and downright rude .
A supervisor . I wish I'd gotten her name . Tells standby passengers "I get to decide who flys and who doesn't, so you'll just have to deal with it ."
I barely picked my face up off the floor after hearing that . Extremely inappropriate .
Frustration levels were high because most of us had been delayed in Toronto for an additional unplanned 24 hours, because of weather conditions .
STILL I literally never witnessed any customers even raise their voices let alone do anything to warrant a reaction as unprofessional as that .