Editor:
Re: “Case of discrimination?” (Letters, Sept. 30).
I wanted to take this opportunity to clarify the facts regarding a recent interaction between one of our customers and a ticket agent at Horseshoe Bay.
The transportation of dangerous goods is regulated by Transport Canada under the Canada Shipping Act. Our ticket agents routinely ask customers travelling in commercial and recreational vehicles if they are carrying any dangerous goods. A secondary question they often ask drivers of these vehicles is if they are carrying propane, as many people are not aware it is considered dangerous goods under the Act.
With regards to the interaction in question, the customer was driving a truck carrying cabinetry, which the ticket agent thought might be a commercial-type operation, so she asked the customer if he was carrying “propane.” Unfortunately, the customer misunderstood and thought our employee said “cocaine.”
Upon hearing from the customer’s mother, our Customer Care Department investigated the incident and we’ve been in touch with the family to clarify the situation. Our staff prides themselves on delivering the best possible customer service to all our passengers at every interaction. We sincerely regret that this customer was left with a negative impression.
Corrine Storey, Vice President, Customer Services, BC Ferries
