Air Canada has issued a formal statement and moved to reinforce its ground-handling procedures after passengers aboard Flight AC1502 reported terrifying screams and banging noises beneath their seats, prompting at least one traveler to dial 911 from the cabin.

The incident, which occurred on December 13, 2025, on a Toronto to Moncton service operated by Air Canada Rouge, was traced to a ground crew member who had inadvertently been trapped inside the aircraft’s cargo hold as the jet began to taxi for departure.

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Incident Unfolds as Passengers Hear Screams Beneath the Cabin

Flight AC1502 had pushed back from the gate at Toronto Pearson International Airport and was taxiing toward the runway when passengers seated toward the rear of the Airbus A321 began to hear alarming noises from below the cabin floor. Several described a combination of muffled shouting and persistent banging that grew impossible to ignore as the aircraft continued its slow movement on the tarmac.

Accounts shared with Canadian and international media outlets depict a brief but intense period of confusion inside the cabin. Travelers said they initially believed the sounds could be mechanical or related to turbulence, but the repeated cries soon led many to suspect someone was in distress. One passenger contacted emergency services directly from their seat, using a mobile phone to call 911 as the noise continued.

Cabin crew were quickly alerted and moved through the aisle to verify the reports. Witnesses on board recalled seeing flight attendants “running back and forth,” scanning the cabin and communicating with the cockpit as the unsettling sounds persisted. Outside, some passengers said they could see ground staff begin to gather around the aircraft as it paused on the taxiway.

Air Canada Confirms Ground Crew Member Was Trapped in Cargo Hold

In a statement provided to Canadian and international news organizations, Air Canada confirmed that the noises were coming from a member of the ground crew who had become trapped in the aircraft’s cargo hold. The airline explained that the cargo doors had been “inadvertently closed” while the worker was still inside, and that the situation only came to light when passengers reported hearing unusual sounds from beneath their seats.

Upon realizing what had happened, the pilots halted the taxi and returned the aircraft to the gate. Video recorded by passengers shows the captain addressing the cabin over the public address system, explaining that they needed to go back because a member of the crew was still in the luggage hold. The pilot described the occurrence as something they had never experienced before and reassured travelers that the worker had been found “perfectly fine and safe.”

Air Canada said no injuries were reported and emphasized that the trapped employee was safely removed from the cargo compartment after the jet returned to the terminal. Nonetheless, the airline acknowledged that the situation represented a serious safety lapse and said it was reinforcing procedures with its ground operations teams to prevent a repeat.

Flight Ultimately Canceled After Extended Delays

Although the immediate safety concern was resolved once the ground handler was freed, Flight AC1502’s disruption did not end there. Passengers reported being kept onboard for a further period while the crew coordinated with ground authorities and completed required paperwork. The aircraft, which was scheduled as a roughly 90-minute hop from Toronto to Moncton, never made it to New Brunswick that day.

After returning to the gate and disembarking passengers, Air Canada ultimately canceled the flight. Some travelers were rebooked on later services, while others faced overnight delays and missed onward connections during what is already a busy travel period in the run-up to the holidays. Several passengers took to social media to describe the ordeal, posting images from the tarmac and recounting the moment they realized someone was trapped beneath them.

The airline characterized the event as a situation “beyond its control” in some passenger communications, a phrasing that has generated debate among travelers and industry observers. While weather and air traffic issues are classically considered beyond an airline’s control, critics suggested that a lapse in ground-handling procedures falls more squarely on the carrier and its contractors.

Passenger Accounts Describe Fear, Confusion and a 911 Call

Firsthand accounts from inside the cabin underscore how alarming the incident was for those on board. Several passengers interviewed by local broadcasters and international outlets said they initially feared a medical emergency in the cabin or a structural problem with the aircraft when the noises first became audible.

One traveler, seated near the rear of the plane, said they heard what sounded like someone “screaming and banging, trying to get attention” from directly beneath their feet. Others corroborated that description, recalling a growing sense of unease as the aircraft continued to taxi. It was during this time that at least one passenger decided to call 911, telling dispatchers they believed someone might be trapped in the aircraft.

Witnesses described the mood shifting from puzzlement to outright fear as the sounds intensified and crew members began to move quickly through the cabin. Some passengers said they tried to reassure one another, while others reached for phones and messaged family members in real time. Several reported that the realization that the noises were coming from a trapped worker only sank in after the plane had already turned back.

How a Worker Can Be Trapped in a Cargo Hold

For many travelers, the idea that a baggage handler could be inadvertently locked inside a cargo compartment just before takeoff raised immediate questions about how ground safety procedures are designed and enforced. Modern commercial jets rely on clearly defined loading and unloading protocols, with checklists intended to account for all personnel before cargo doors are shut and secured.

In most operations, ground staff enter the lower holds to stack and secure luggage, freight and other items. Once loading is completed, they are expected to clear the area and communicate with a supervisor or ramp lead before the doors are closed. Airlines and airports often use both visual checks and verbal confirmations to ensure no one remains inside the compartment.

Industry analysts interviewed in the aftermath of the AC1502 incident suggested several possible failure points. These range from miscommunication between team members, to a breakdown in checklist discipline, to fatigue or distraction during a busy shift. Experts noted that while being temporarily trapped in a pressurized cargo hold is unlikely to be immediately life-threatening on a short-haul flight, it is considered a serious breach of safety protocols and could have more severe consequences under different circumstances, such as extreme temperatures or longer flight durations.

Air Canada’s Response and Procedural Changes

In its statement on Flight AC1502, Air Canada said the incident “presented a potential safety issue” and confirmed that it has “reinforced procedures with ground crews” at Toronto Pearson and other airports. While the carrier did not publicly detail specific changes, aviation experts say such a response typically involves retraining, updated checklists and stricter confirmation requirements before cargo doors can be sealed.

Measures may include formal roll calls for all ground staff working on an aircraft, enhanced use of handheld radios to confirm clear holds, and mandatory cross-checks between ramp leads and load controllers. Some operators also require that at least two individuals independently verify that no personnel remain inside any compartment before signaling the cockpit that the aircraft is ready to push back.

Air Canada has also indicated that an internal investigation is underway, focusing on how the ground crew member came to be in the hold at the time the doors were secured and why existing safeguards did not catch the error. Regulatory authorities in Canada are expected to review the airline’s findings, and additional oversight could follow if investigators identify systemic weaknesses in ground-handling procedures.

Broader Questions About Ground Safety and Passenger Communication

The AC1502 incident has sparked renewed conversation about the often unseen world of airport ground operations and how closely these activities intersect with passenger safety. While travelers generally interact with gate agents and cabin crews, the work of loading baggage, catering and fuel happens largely out of sight, carried out by teams under tight schedules and in varying weather conditions.

Safety specialists note that incidents involving ground staff are more common on the ramp than many passengers realize, including vehicle collisions, falls, and injuries related to heavy equipment. However, it is rare for such events to directly intrude into the passenger experience in the dramatic way that the AC1502 episode did, with the worker’s cries audible inside the cabin and travelers feeling compelled to contact emergency services.

The situation has also raised questions about real-time communication between airlines, passengers and emergency responders. The decision by at least one traveler to call 911 from inside an aircraft still under airline control reflects the high level of alarm among those on board. Some industry commentators have suggested that clearer, quicker updates from cabin crew during unusual events could help reduce panic and prevent simultaneous, potentially conflicting actions involving outside authorities.

Implications for Traveler Confidence and Airline Operations

For Air Canada, the timing and visibility of the incident present a reputational challenge. The airline, like many carriers worldwide, has worked to rebuild traveler confidence and streamline operations amid ongoing pressure from labor shortages and high demand. A widely publicized safety lapse on the ground, even one that resulted in no injuries, risks reinforcing public perceptions of strain behind the scenes.

Travelers are unlikely to see immediate changes in how they board or experience flights as a result of the AC1502 event. Most of the adjustments are expected to occur behind the scenes, at the level of ramp procedures, supervisory oversight and coordination between ground teams and flight crews. Still, the story of a worker trapped in a cargo hold beneath unsuspecting passengers is likely to linger in the public imagination and may heighten scrutiny of how airlines manage risk outside the cabin.

For now, Air Canada continues to emphasize that the employee involved was unharmed and that safety remains its top priority. Passengers who were on Flight AC1502 are left with a highly unusual travel story and, for some, a lingering unease about what began as a routine regional flight from Toronto and turned into a stark reminder of the complex choreography that lies just below the cabin floor.