Spot the employee who's had some basic crisis communication training.
They weren't letting anyone through security around 4pm Saturday at the Vancouver airport causing a huge line of edgy passengers wondering if they'd make their flights. No explanation was given until a security officer heading by for a break was asked. His response was the scanning equipment had malfunctioned but should be up shortly. This was followed 5 minutes later by a WestJet employee wandering the lineup saying there was a "security breach" but you'll all make your flights. Luckily, the words security breach didn't cause massive anxiety or a panic in an already uptight crowd. But fuck WestJet get your shit together. Train your people how to interact with a crowd with the basic info that won't potentially incite a riot.

Then there's the contrast of too much info with AirCanada who was completely missing in action.