Originally Posted by Admiral Ackbar

Isn't there an online employee wiki with SOP to handle situations like this or is that beyond AC IT's limited skillset?

Awful way to handle it that is for sure. So many opportunities wasted to save it as well.

Originally Posted by The smallest state

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The helpful Chinese passenger comes forward to assist and indicates they have flown in from Taiwan and need to get to Portland and when they flew to Vancouver it wasn't a problem. One of the FA's then indicates that no air crew would let them fly like this and asked to see their incoming tickets. When these are produced the FA is still indicating that it would be impossible and nobody would be allowed to fly. So the family pulls out the boarding pass' and they flew in on an AC flight.
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Now, no AC employee was rude, short tempered or even frustrated. They seemed to me to be genuinely concerned for this young man's safety. However this all could have been shortened and done with a lot more dignity than it was. One of the employees method of communicating was to repeat the phrase in English a little slower and louder, over and over.
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Originally Posted by The smallest state

....If a tiny bit of proactive work was done by the AC employees at the airport in terms of loading the family onto the plane ahead of time, possibly finding a Chinese speaking employee to assist and using an elevator to get them down the stairs, it would have been a better experience.