Well okay, they're Canadians we're talking about here, so maybe it's more like tourist moderately-strongly-worded-emailing, but the tourists are ENRAGED AND OUT of CONTROL!!! however they're expressing it, and you would be too, if you'd ever had to fly Air Canada.

Passengers should be aware of their rights, Huot said, but they should also know their responsibilities, and that includes not putting live crustaceans in their suitcases.

That's right! If you're going to be flying with live Crustaceans, be sure to keep them in your pants, along with the monkeys. Learn from:

the example of one man whose luggage was lost while he was travelling from Halifax to Toronto. It was found four days later – but neither the bag nor the live lobsters it contained survived the delay.

"There's not a lot we can do about that, and that passenger will fall into the category of not being happy with the settlement."

As will everyone in the vicinity of the lost luggage, I would guess.

In another case, he said, "a passenger wanted two round-the-world tickets because the different melons all tasted the same in his fruit cup."

I'd be for it, but only halfway. Literally. And hang a sign around his neck so that the people in Sierra Leone or wherever he ends up will know that he's the melonhead who insisted on being deported because the airline meal tasted prefab.