Oversold flight, delayed bags, clueless staff

1/9/2010

I flew Air Canada from Toronto to London on Jan. 4. Upon arrival at the airport, I was told the flight was oversold, and that I would be bumped to the next available flight 7 hours later. I immediately asked what would happen to my bags. The staff member at the flight desk assured me that they would be transferred. How naive I was to believe her!

Thus began a long and sorry saga which has not yet ended. Each day I would call the baggage office to be told my bags were found and on their way. Each day they failed to arrive. The airline knows they are in the UK, but staff can't tell me which delivery company they have been given to, cannot provide me a tracking number, and cannot tell me with any confidence when they will be delivered. It is over a week now and I am no closer to regaining my belongings. This happened to no less than EIGHT passengers on the same flight (I've been in contact with a few). Gross incompetence.

I have important business documents and all of my Christmas gifts in those bags, and needless to say, it has been a major inconvenience to me. I usually fly with BA, which is an airline with its own problems, but at least a degree of professionalism. Air Canada is a hopeless parody of a real airline. I will never fly with them again, and I encourage you all to do the same.

Air Canada and United airlines lost my baggage recently: SO ANGRY

1/6/2010

We travelled from Chicago to Ottawa via United and caught a connecting flight to London heathrow.

We checked in 2 of our baggages, only 1 arrived in Ottawa. The 2nd bag was not picked up from Chicago as the staff told us. The staff assured us it would be over in the next flight. We had to catch our flight to London. We got to London, filled another report with Air Canada.

We have not heard anything at all from them, we have phone the call centers in India and they ae not helpful at all. The lost luggage office in london and Ottawa had a big queue meaning a lot of peoples baggages were lost.

The number I was given to call to query my baggage, well guess what, no one picks up the phone. I went to Heathrow today, asking Air Canada to help me and give me some answers, but nothing again. I managed to speak to the Air Canada baggage office and they really didn't care at all.

I am SO disgusted with Air Canada. Being such a big airline, would you expect this service from them. I'm complaining to Watchdog and gone try and get some bad publicity for them.

Is anyone out there going throug what I am with my lost baggage. Air Canada are selling seats to custoemrs, but not informing them if they baggage would be picked up. I hope Air Canada staff experience what I am going through.

Has anyone had any joy so far

3 lost baggages

1/4/2010

My fiance and I were flying home to Ottawa after staying with his family in Poland for 2 weeks for Christmas. We had a flight from Warsaw, Poland directly to Toronto. In Toronto we were required to go pick up our luggage off of the luggage belt and transfer it to connecting flights, where the air Canada crew directed us to. We were told to leave our luggage their along with everyone else's and assured it would be on the plane, which we were running late for due to a delay in our previous departure. We made it home on time from Toronto to Ottawa around 8:30 pm on Sunday. No luggage. We had 3. Not one had arrived. We immediately went to the baggage counter where we were assured that the luggage was most likely on the next flight from Toronto, so we waited 2.5 hours and still nothing. We were then assured that we would have our luggage by this morning. It is now 3 pm on Monday and we have received nothing. We have called twice and were told they would look into it and get back to us. Nothing. Neither of us could return to work today as we had no work clothes or toileteries or anything. I literally have everything in those bags. But guess what? Since we live in Ottawa, they don't reimburse you ANYTHING in the time waiting for them to locate your luggage. I don't have the money to go buy new clothes, new hairdryer, makeup, brush, toiletries, everything?! They told me to write a letter. I am honestly about to have a breakdown and they could not care less. Not only did we have alll of our clothes in there, my fiance had over $1000 of car parts he needed for his car. Never, ever in my life will I ever trust Air Canada again.

Lost luggage, lied to by staff

12/30/2009

I flew from London to Philadelphia via Montreal and Toronto a weak ago. In Toronto, Air Canada sent my luggage to the incorrect claims location and, had my next flight not been delayed, I would have missed it waiting for my bags.

Fast forward one week. I was returning to London via Toronto and Ottawa. In Toronto, I reported my baggage missing. The man at claims assured me that it had simply been sent to the international connections claims location, and told me to wait. I waited, and still no bag. Finally I filled out a lost baggage form and decided to wait for a later flight to ensure I had my bags. At the gate, the woman assured me that my bag had, in fact, been placed on board (despite the fact that I was supposed to re-check it at customs). I boarded the aircraft, flew to Ottawa and then London, only to find that the bag never made it to London.

Air Canada lost my luggage twice in one week. Utter incompetence.

Ten trips and counting....luggage has never arrived

12/25/2009

So here I am, Christmas day. I arrived in Kelowna, BC (travelling from Yellowknife, Northwest Territories) with a layover in Calgary, BC.

Before I set off on my travels my friends began to lay bets on whether my luggage would arrive with me in Kelowna, BC. I moved to Yellowknife five years, and in those times I have flown Air Canada twice a year (due to convenience). Every time my luggage has never arrived with me at my destinations (going out or coming back to YK).

This Christmas was no exception. However Air Canada has not been showing me quick or considerate return of my luggage. I was called over two hours ago and told my luggage had arrived and that it would be returned to me. I am staying thirty minutes from the airport and it has still not arrived.

I am frustrated, annoyed and just plain tired with Air Canada. I feel like I and my luggage don't matter. I do not feel like a 'valued' customer. After this return trip to Yellowknife I will never travel with Air Canada ever again. Apparently they do not care about me, and they have not done anything to apologize or make up for their treatment of me.

I wonder WHY it is that Air Canada would not be returning my luggage promptly, as they have already inconvenienced me since I arrived at 5 P.M. on Dec. 24.

Instead when I called to inquire, after waiting two hours, they informed me that it has not been sent yet. Why not? Why don't I have my luggage yet. It's my property after all, and they are refusing to return it to me in a prompt and quick matter.

Lost/Stolen Luggage - Beware, Air Canada only covers up to $1500 for your loss

12/10/2009 Dorval, Quebec

I have been reading several of the recent reviews regarding lost luggage and noticed a recent pattern of loses emanating from Calgary. I thought it may be worthwhile to share my recent loss as well.

In early October I travelled on business from Toronto to Calgary for one night then on to Vancouver for another two. Sometime between checking in my luggage in Calgary en route to Vancouver and arriving at the carousel in Vancouver approximately one hour and 15 minutes later, my luggage was lost and has never been recovered. I was assured on numerous occasions that my bag was not lost and would be recovered and delivered to my hotel in Vancouver within 24 hours. I received the same answer repeatedly after numerous calls over the next 6 days.

I was promised a token $50 dollars for every day that my luggage was delayed, which has never been paid to me. On day 7, I received a call confirming that the bag was still lost and likely would not be recovered. I was told to complete a claim form in order to be reimbursed for my belongings.

I'm not going to detail the stress, frustration, missed meetings, cost of my hotel, airfare, meals, missing business attire and having to purchase clothing, shoes, toiletries etc. while also trying to frantically re-schedule meetings, apologize for missed meetings etc. while I attended to purchasing replacements. I'm sure any business traveler could empathize with the circumstances.

To my surprise, Air Canada requested an itemized list and purchase receipts for each item in my bag along with location of the stores where I purchased each item. This information was required along with proof of my ticket purchase, baggage tag, and claim number and to top it off, I had to get the entire claim form notarized in order to receive a refund.

There's more...Air Canada does not cover, jewelry, business documents, electronics or other valuable articles...and lastly, and perhaps most disturbing is the fact that Air Canada does not cover any claim above $1500. My very polite letter confirmed that "Tariff Regulations" limits the liability for loss, damage or delay of checked baggage.

In the closing paragraph of the reply letter, Air Canada stated that they "regret the inconvenience I experienced and trust that all my future travels with Air Canada will be to my complete satisfaction".

This is very comforting to me having just lost $5000 worth of personal belongings. I can't wait to book my next flight and entrust Air Canada with my luggage...

I replied to the hollow letter cited above signed a baggage claim specialist with a letter to the VP of Customer Service voicing my displeasure with Air Canada's response to my claim, only to receive yet another letter from the same Baggage Claims Specialist re iterating their position.

Based on this experience, I now understand why Air Canada has the undistinguished reputation of being one the worst airlines for customer service in the industry. Additionally, they are also facing what appears to be systemic theft problem at major airports such as Calgary International.

Based on the other reviewers who have experienced a similar situation in recent months, Air Canada does not appear to be prepared to be accountable and take responsibility by doing the right thing and equitably compensating their customers for their losses.

It’s time that Air Canada customers stop accepting this treatment and start flying with alternative carriers wherever possible.

Lost Bag in Calgary

10/11/2009

Calin Rovinescu (CEO) and Nick Careen (VP of Airports) have now agreed to assist me in finding my bag, thank you very much for taking this on, good job, thanks gentlemen, this is the Air Canada I have come to expect for the last 20 years. From Calgary to Toronto to Lima and finally to Santa Cruz Bolivia, let's see what happens, but I am please with their response.

Lost Baggage

10/11/2009

Oct 2 2009, boarded a flight from Calgary to Toronto to Lima Peru, with Air Canada, I flew Business Class and had only one small bag checked in. The final leg of my flight was with TACA airlines form Lima Peru to Santa Cruz Bolivia. When I arrived in Santa Cruz my one lone bag did not appear...? Over the last week I have been told by TACA that they did not receive the bag in Lima form Air Canada. Air Canada tells me that it is TACA's responsibility. Taca says they are not responsible as Air Canada did not hand over the bag in Lima... I called the Air Canada baggage center in India of all places, and they did not have any record of me even flying, hence no record of my bag..? How is it in this day and age of security on International flights that a bag is scanned only when handing it over to the original agent (in my case Calgary Air Canada), then no record or evidence of my bag is kept by anyone?? I would hate to think of a security breach enabling those of not so pure hearts to capitalize on this faux pas... I have been a Super Elite customer of Air Canada for over 5 years, this will be my last flight with AC as their concern and support to help me find my bag is non-existent...! It is now over 1 week, and still no one is responsible for the lost bag... unbelievable. Does Robert Milton know what going on in his compaany.. I don't think so, or better yet I hope he doesn't. There is no way to contact him outside of attending a shar holders meeting, which is my next step in this BS process. TO be victimized once in loosing a bag, then to be treated so poorly in trying to recover it, only spells disaster for Air Canada's business model....

Air Canada - why can't you find my bag?

10/6/2009

I am so disappointed with the poor assistance provided by Air Canada in regard to my missing bag that I had to write this review.

On August 6th 09 my luggage containing my holiday clothes, presents for friends and other sentimental items went missing, an unexpected surprise when I arrived in Calgary. I was left completely high and dry during a holiday stay, without clothes, toiletries, phone and camera chargers. A bit of a nightmare to say the least.

My travel involved flights from New York via Chicago to Calgary. I decided to fly to Canada stopping at Chicago as my daughter and I were were due to separate there in order for her to start her big US trip alone. I decided to accompany her there as support and to say my goodbyes while I continued my journey to Calgary. Interestingly an Air Canada officer at Calgary later commented that this was a very 'unusual' way to travel to Canada via Chicago. People don't normally do this. He wanted to know why I had chosen to fly this route! Somehow I felt I was to blame that my luggage went missing and had causing probems for baggage handlers( United may play a role here during transfer I concede but I understand Air Canada are primarily the investigators of the loss) I was given two boarding passes for both flights and was half heartedly informed by airline staff on arrival at Chicago that my bag will be placed on Air Canada Jazz flight to Calgary.
When I realized my bag was missing on arrival at Calgary I reported it immediately. I was given a tracer number and spoke to various call center operators on the other side of the world who unfortunately had difficulties understanding my non north American pronunciations. This only added to my level of stress. I was also given contradictory updates that my bag had been found but next operator could not locate this information. I found the manner of the operators quite unpleasantly perfunctory at times, speaking obviously from a dictated script. I gave up calling due to my frustration and just checked internet tracer site instead.

Unfortunately I have not heard from Air Canada head office in Montreal for an update on missing bag ( totals 8 weeks now) Air Canada Sydney branch staff hands are tied until a response is received from Canada.

I am still grieving for my lost items and hope that I will be compensated by Air Canada in due course, but when? I have been given no time frame - 'could be a long time because another airline is involved' is not really acceptable.

Open letter to Air Canada

8/24/2009

After reading the other reviews on this site, my complaint feels rather lame, but I include it because... well, because I'm all out of clothes!

Flew to Vancouver, family's bags were delayed. Had to spend our first morning in town waiting for them to be delivered. Flew home from Vancouver, family's bags were delayed. It's been 24 hours, I've spent 20 minutes on the phone, was given two more reference numbers and referred to another website where there appears to be nowhere to enter the reference numbers, no one else to complain to, no one in your company who seems to have a clue what's going on. I'll receive some standard apology from Air Canada, I know, I know. But I don't think my hard-earned vacation should be dictated by the incompetence of Air Canada. So I'm typing this on the projection system in the class where I teach college students the ins and outs of Internet culture and they're finding the exercise informative and entertaining, I'm attaching it to my Facebook page, and my Twitter account, attaching a copy to airlinecomplaints.org, and my3cents.com, so that others are warned. We await your scripted response.

Why can they not track luggage with tracking tags on them ????

8/10/2009

How is it that air Canada has managed to lose my mother in law luggage 2 years ago and now has lost my daughters luggage this week. What is the chance of that? If they really had any idea what this really does to a vacation, then I think they would have a better system with tracking luggage. What happened to heightened security at the airport? Why can they not look into more efficient system like what Fed Ex uses, so we don't have to waste are time ? I am still waiting to see how little they will offer for reimbursement which will further add insult to injury. I now know why it is only possible to deal with luggage claim by only email and fax-which do not get answered. Is there actually anyone who works in this department?

Air Canada "losing" more than 10 passengers' baggages on the same flight

7/13/2009

Traveling on a direct flight from Tokyo Narita airport arriving Toronto on July 13th.

My luggage was checked in with my friend's but mine was nowhere to be found after arriving Pearson airport. Many people were waiting for more luggage to be delivered from the belt but no more new bag appeared.

After an hour and a half, an airport staff announced that some bags were missing and needed everyone to file a delay baggage report. Around 10 to 15 people from the same flight were lining up to file lost baggage.

Seriously, how can a whole cartage (I am guessing it was a cartage that was missed because of the number of missing luggage) of baggage not being loaded to the flight? AC is just being inadequate. I was checking their Baggage Tracer 6 hours later and it was still showing me "tracing continue". I don't understand why it is so hard to trace a cart of missing bags.

As I also found out that the only phone number they gave is outsourced to India, good job, Air Canada, now I know why everyone hates this airline, because they are just operating a company in whatever way they wish and daydreaming that every customer has to follow their way.

Lost Property

4/8/2009 Toronto

Hello, in December 2008 I travelled with Air Canada as I had had some bad experience with another carrier to the United Kingdom. upon return from my xmas holiday with my spouse and 2 kids, our bag of gifts did not arrive at Pearson International, we submitted a complaint at the airport and was given a file # to follow up. I sent several emails and called lots of times and never ever did they get back to me. Just recently I had to take an emergency flight to Ireland, with Air Canada, again, upon arrival at Pearson both of my bags were gone. No-one give a dam at that time and no one gives a damn now, I have felt that I have been taken for a ride on this airline and will never trust any of the staff as I feel they are the ones stealing peoples property and because I am just one small person they do not care. We all need to stand up to this type of stealing and have Aircanada deal with their security, not that there is any because if their was I would not be writing another email to vent my frustrations, obviously this stealing is getting out of control and we need answers from some-one.

Their is no money that can put a value on some of the things in my bags, gifts from family digital camera, ipods belonging to my kids, valuable items that can never be replaced, this is what is breaking my heart, no-one cares.

Yes We Have No Bag for You

1/27/2009 Thunder Bay

I flew from Thunder Bay to Toronto (a nonstop trip) on Jan. 9, checking one bag. I have not seen it since. I spent my whole weekend expecting AC to drop it off where I was staying any time now - and made numerous calls to their call center in India (I did get efficient service there and authorization to buy $100 of toiletries etc. to submit for reimbursement.) Since then it is impossible to talk to a real person unless you call a booking agent or a local baggage handler, both of whom gave me off the record advice. I lost items of great significant value to me and will never check a bag again with AC if I can help it. I have heard from 2 sources about a baggage thieving ring in Toronto Pearson Airport. WHY is there no security for bags leaving the baggage pickup area? Why not scan the barcode as passengers exit? I also wonder about corruption behind the scenes, can baggage handlers Xray our bags and skim off the ones that appear to contain valuables worth ripping off..... We need SUPPORT GROUPS across the country for victims of Air Canada's cavalier treatment of "customers".

How can Westjet do things so well and AC treat people so shabbily? When I registered a complaint by email, the auto-response indicated a 4-6 week wait for a response. WOW - Customer Care indeed....don;t get me started....

Missing Luggage

12/23/2008 vancouver CA

I hate Air Canada.

I just arrived Seoul-Incheon(South Korea) airport on Dec 21.
But Air Canada lost one of my luggages. The flight from Vancouver to Seoul Directly.(it's only one way) I bought a lots of clothes, presents, food to celebrate X-mas with my parent. I want to contact manager who charge with this department but I saw the message like:

"IMPORTANT:
Our Central Baggage office is presently experiencing high call volumes. We are sorry for the further inconvenience this may cause......"

The contacted agency said it happens often this season so they ask me wait for some weeks. (hey, x-mas and new year are coming now)

I don't know why Aircanada use the name of Canada. They have to erase that word.

I Hate Air Canada

12/22/2008

I am so angry at Air Canada! I took a DIRECT flight from Toronto to LaGuardia on Dec 20 and Air Canada managed to lose my bags. It took over 45 minutes to get through to an agent - did you know that the call center is in INDIA! They offered me 100 dollars compensation - which is peanuts - considering how expensive it cost to buy clothes/toiletries/under-garments, etc. Air Canada then says that they will be mailing me a check in 4-6 weeks after I send them a ton of paperwork. I am so angry and frustrated at Air Canada and WILL NEVER FLY WITH THEM AGAIN!!!

If you have similar experiences, please share them - it is time that Air Canada learn how to treat their customers - I'm so sick of their attitude.

Jazz Baggage Handling Policy Disaster

12/21/2008 Kelowna CA

Traveling into Kelowna via Vancouver on Air Canada/Jazz only 3 of 4 bags made it.

It is a busy time of year and it was quite clear that the baggage was left behind because there was no room for it on the aircraft.

The insult was that:

- many customers had the same thing happen, including my wife
- no one was told this before or after the flight, instead we all lined up to submit a lost baggage report. It is NOT lost baggage, so why do we need to go through the process of pretending to look for it.
- calling the number on the form either goes to a call center in India or the call totally fails to connect

I fly a LOT internationally, at least once per month and I have NEVER had a bag lost except, this time and once 4 years ago. And guess what, the last time was in Vancouver with Air Canada again.

IN the end it is the management team who set these policies and they are clearly not in touch.

Don't Forget To Ask For Reimbursement: $50 Per Day

8/8/2008 Vancouver

Mom lost her luggage (so much for the business class service) on the way from Vancouver to Toronto. My husband and I took care of her complaint to Air Canada. For those who lost the luggage:

1. Lost baggage claim service is located in India. Make sure that you spelled everything clearly for them and ask them to repeat what you just spelled. Seriously, some of them type A for E or S for V... literally, I said "V as in Victor" and I saw an "S" instead! Don't forget to double check the file at the "Baggage Tracer" in their website. Ideally, you have your file status website in front of you as you speak with them, so that you can see the information as they see it simultaneously.

2. Some of them do not know Canadian geography... that Toronto is located in Ontario or Vancouver in British Columbia.

3. Asked them for reimbursement for the inconvenience of losing your baggage. Ask for US$50 (maybe you can get US$100 if you can show them how upset you are!) per day per piece of your luggage. You have to do this every 24 hour after your flight arrival; otherwise, they would not add the US$50 to your file automatically. Magically, when I did this almost 20 hours after losing the luggage, they started sending a message to Vancouver airport to start searching there. Money does speak!

4. Double check what is the condition of the reimbursement; as of now, keep the original store receipts of any purchase incurred due to the lost luggage up to 21 days after the date of your arrival. Send them the original receipts along with a copy of your boarding pass and baggage receipt sticker, and your contact address to:

Air Canada Baggage Claim
P.O. Box 8000 Station Airport Zip 1116
Dorval, Quebec H4Y 1C3
Canada

5. You can avoid losing your luggage in the future by traveling lightly - bring just a carry-on, if you can! Lots of resorts/hotels have coin laundry - ask them before traveling!

We cannot blame the airline entirely because the ground crew (belong to the airport) is also involved in transferring the suitcases. Although there is always a chance that even the greatest airline may lose your luggage, the airline should ensure that the search is rigorous and efficient from the start. Their computerized baggage tracer system should be able to locate it quickly... just like when you trace your FEDEX package: you know exactly the status of your package. Anyway, I hope that someday they'll improve.

In the meantime, good luck! Hopefully, you can get either your suitcase ASAP or reimbursement from Air Canada!

Poor Customer Service - Lost Baggage/Travelling With Infant

4/9/2008 Vancouver

I was very disappointed with my experience with your airline on April 1, 2008. I was traveling with my 8 month old infant. I reached the gate with my stroller and before entering the aircraft, received no assistance with my stroller. One of the flight attendants saw me struggling with my diaper bag, my carry on and my baby trying to get the stroller folded up. Instead of coming to assist me, she continued to fix her hair. I finally managed to fold up my stroller just as one of the other attendants came to help me. I was very surprised because I have flown with Air Canada a number of times and have never experienced this before.

Upon arrival at the Vancouver airport, I discovered that my car seat did not arrive. I stood there waiting at the special baggage claim only to learn that no one knew where my car seat was (it was bad enough that three flights had their baggage directed to one carousel). When I went to the desk to inquire about my seat, the gentleman gave me a file number and offered me a loaner seat. He also mentioned that the belt I had put my car seat on in Toronto had been breaking down all day. Why I wasn't told this when I checked in at Toronto, I'm not quite sure. He brought out a seat and I asked him what the history was and he said he knew that the seat had never been in any accidents. I am not sure how he could be so sure of this unless he was the seat at all times but I felt I had to take his word for it.

There was no sticker with the date of manufacture on it so I also had to ask what year it was made (it is not safe to use a seat that is more than 5 years old), he didn't know but said that it was less than 5 years old. Despite the lack of comfort I felt, I was offered no other choice so I thought I would try it. I finally managed to install the base of the seat 30 minutes later. At this point my baby had fallen asleep. Thinking I was ready to leave a transferred him from his stroller to the car seat only to realize that I could not tighten the straps. Vey upset, I Marched back in to the airport, carrying my son in the seat to have someone show me how to tighten the straps. Someone else was at the desk and he didn't know how to tighten the straps (I had to take my sleeping son out of the seat so he could try to figure it out) so he decided to get me a different seat. He brought out a seat without a base and I told him I need one with a base. So he again disappears into the back and brings me a different seat. So now I had to go back to the car and return the base to the first seat and then figure out how to install the second seat.

Again there was no date of manufacture on the seat and the gentleman told me it was his old seat and showed me how to tighten the straps. This seat however, was in much better condition than the first seat. I do not understand why I was not offered this seat to begin with. Regardless, I proceeded to put my son in this seat and tried to tighten the straps. I could not get them tight enough (there should onlybe one finger-breadth between your child and the strap). I had someone tighten the straps for me and then proceeded home. This ordeal resulted in an extra 90 minutes at the airport (my flight was also delayed so this made the night even longer!). I called the baggage claim number on my way home from the airport and I was told that they had no information on my seat. This was very upsetting but I was told to call back the next morning and that they would know more at that time.

The next morning, they had located my seat and the web said it was scheduled for delivery at 7am. I received a call at 7am telling me asking me if I would be home between 12pm and 3pm as that would be the window in which it would be delivered. This was not acceptable to me as I had many things to do, most important of which was to go to the store to buy food for my son. I could not use the loaner seat because I was unable to get the straps tight enough and was not willing to risk driving with him unless he was properly strapped in. I was told to call Air Canada by the delivery driver. After being on hold for 30 minutes, I managed to have an agent answer my call. I explained the situation to her and told her how I believed my seat should be a priority as I was unable to do anything unless my son was with me (I had no where to leave him and no one to get food for me).

After much complaining on my part, she said she would try to have it to me before 12 but could not make any guarantees. She confirmed my address and phone number where I could be reached. She then asked me for my Aeroplan number. As I was providing this information to her, she somehow ended hanging up on me. I waited for her to call me back (I wasn't going to sit on hold again and she had just confirmed my phone number so I expected her to call me back) but she didn't. My seat also did not arrive until 2:59pm.

This resulted in me losing a day of vacation (it was already a short trip). I have sent a complaint to the airline and have yet to hear back. I love the fact that you can't speak to anyone in person...the only thing they provide you with is a complaint page on their website. This airline prides itself in providing "value-added customer service." I have yet to see this. I guess I can always pay $25 to talk to someone on the phone.

Lost Baggage Found

3/24/2008 montreal - toronto - timmins

Luggage was found and delivered before the end of day!!!!!!!

Lost Luggage - Terrible Experience

3/23/2008 Toronto OH

Air Canada...wow...the name alone makes me want to scream. I am forced to use this airline for work, yet every time I do, some ridiculous situation seems to occur.

Most recently I used them to travel to 3 different cities for a series of customer meetings I had planned. My first flight from Toronto to San Jose is where it all started. I landed, my luggage did not. An entire day and a half passed before they sent a courier to my hotel which was 5 minutes from the airport. I went to my meetings in my travel clothes - jeans and a t-shirt.

Air Canada's luggage customer service is located in INDIA, where apparently being rude is how they operate business.

Next trip - Seattle. I flew Air Alaska. Beautiful airline, friendly, but most importantly, my luggage was there when I landed.

I took Air Canada again from Seattle to Vancouver. It was an empty flight, and was only 45 minutes long. My luggage was not there when I landed. In fact, it was still sitting in the Seattle airport waiting for the next flight out.

3 full days went by, and my luggage was not sent to me. I had to drive an hour back to the airport to pick it up myself, where it hadn't even cleared customs.

Thank you Air Canada. You made my 10 day trip a hellish nightmare.

Beware!!!

Lost Luggage

2/11/2008

Definately, the last time I travel with Air Canada. They lost by luggage on a direct flight from Montreal to Toronto.

Christmas without my luggage

12/30/2007 Calgary

Flying from Amsterdam to Calgary on 23 th of December, the fog in London delayed hundreds of flights. We were booked on a flight to Washington, stayed the night and flew from Washington to Toronto to Calgary. 2 days delay. The luggage was last seen in Amsterdam. British Airways handled the luggage to Washington, Air Canada to Toronto and we think to Vancouver. They blame each other: British Airways points at Air Canada and vice versa. We still have no idea where the bags are: nobody knows, nobody answers emails, phone calls. They give you numbers but you are on the phone for hours.

We had the Christmas presents in it, had to buy clothes and lots of other things. Very disappointed in the airlines handling the lost luggage.

Lost Baggage, No Response from Air Canada

11/9/2007 Toronto

I see a lot of dissatisfied Air Canada customers who have lost luggage on Air Canada flights, and got little or no help from Air Canada, or even contact from them regarding their files or claims, and have had to wait way too long for any results.

I am missing a bag from a single non-stop Air Canada flight from Tel Aviv to Toronto, and they falsely posted on the baggage tracer that it had arrived at Pearson and was ready to ship to me.

They canceled my file without telling me, which I found out when I called them after waiting a week for the bag. During that time I sent in a claim, which was only acknowledged on the online site.

I have written them a letter, and will let you know how it goes with them.

Regards,
Ben Rodgers
Toronto, Canada.

Air Canada lost my luggage & ZERO Customer Service

10/2/2007 San Francisco CA

I traveled non stop on Air Canada yesterday from San Francisco to Toronto. I checked in early and, despite past bad experiences with lost luggage, decided to check my bag (direct flight, first flight out - what could go wrong?). My bag is still missing after 24 hours. I have talked to a lot of nice people in India who have no clue what is going on and no incentive to help me. I was told last night that my bag never went on the airplane because the plane was over the weight limit! Amazing! But that's the last piece of info. After that, Air Canada stops dealing with you. No customer service number in our continent, no email you can send and no direct numbers for local baggage departments (like real airlines provide). The kicker is that I paid $1000 RT for the ticket.

What a joke. NEVER AGAIN, Air Canada, never again. I will spread the word forever on this one...

Lust Luggage And Poor Customer Service

9/19/2007 Banff

I was flying Air Canada from Calgary to Vancouver and then transfer to Cathay Pacific from Vancouver to Hong Kong and then to Bangkok.

My bag apparently never left Vancouver and hence never arrived in Bangkok. Upon arrival Air Canada basically said it was the end airline that is responsible and it was not their problem. Cathay Pacific was reasonably helpful and did their best to accommodate but they too never received communication from Air Canada in regards to the missing baggage. So, I went without my baggage on my 2 month holiday! No response to my emails from Air Canada, just the automated reply. Although I did receive a call from Cathay that they still had not located my baggage but were still trying to get a response from Air Canada in Vancouver. They never did get one.

On my way back to Canada after my holiday I checked the lost luggage rooms in Bangkok and Hong Kong but had no luck but was hoping that it might be in Vancouver or Calgary.

The Vancouver Air Canada representative told me I could look but that the airport was, "way to busy and large to hold any quantity of lost luggage" and that it gets shipped to Montreal after 2 weeks. I still looked. No bag. Too big I though? Bangkok and Hong Kong surely are comparable in size? Distraught, I thought I would have a last chance effort in Calgary; my original departure point. I was told by an Air Canada representative there that it goes to Montreal after 5 days!

Although I got a phone number for Air Canada baggage claims - hoping that this was the place in Montreal. No way. Recording. I called Air Canada baggage support from a number listed on the website and was told that it was an international call center and that they could only see what I see on my Tracer number of my baggage. Basically that my luggage was lost. Thanks, very helpful.
Air Canada is terrible with response time to lost luggage, customer service and handling baggage.

I am frustrated and disgruntled by my experience with Air Canada and will make it a point of not flying with them and will pass this information along to every medium and person I can.

Anyone doing research or looking to publish an article about lost luggage can contact me directly and I can give more detailed information.

Baggage

7/31/2007 Toranto

Losty baggage again.
This is the second time.
Baga delivared after three days
Handicap walker damaged

Terrible customer service, lost baggage,

6/28/2007 Vancouver

I've heard that company is bankrupt - no wonder, because this is my and my wife's last flight with Air Canada. Worth customer service ever! Rude baggage claim staff and completely unsatisfactory procedures. I don't understand why this company still in business.

My wife lost her baggage of her flight from London to Vancouver and in airport we could not find anyone who would be willing to talk or help us.

NEVER FLY BY AIR CANADA. If anyone want to fill class action suite against them - I am in!

Lost/Delayed Luggage at Toronto

12/17/2006 Toronto

A copy of my letter to Air Canada President Robert Milton, and to Lost Luggage Department. Still no reply.

Dear Sir
We are becoming very frustrated, and disillusioned with Air Canada’s handling of our lost luggage . It has been 6 weeks since our bags left Calgary with us for Bermuda, and they are still "delayed". I cannot understand how two large suitcases can be delayed, if not lost, for so long. I request that some positive action be taken to find these bags, as it appears to us that the Lost Luggage Department is unable or unwilling to assist us in this matter.

We flew Executive class from Calgary to Toronto on AC 134 on November 11, 2006, arriving in Toronto about midnight. Check-in staff in Calgary first said we would have to claim our bags in Toronto as we were not departing for Bermuda until the next moring, but after checking she assured us our two bags were checked through to Bermuda. On arrival in Toronto, a gate check staff checked details on her computer, issued boarding passes for the next leg of our flight and supposedly connected the numbers on our tags from Calgary to the boarding passes to Bermuda. She had to enter the numbers twice to get them right but she assured us the baggage would be checked through, although they would have to wait in Toronto until the morning flight.

We continued Executive class Toronto to Bermuda on AC942 on November 12, 2006. On arrival there it was obvious our bags had not arrived, so we filled in tracing details with an Air Canada clerk there and were given File Reference number. The Bermudian clerk advised us were entitled to $50 per person for essential items, but in spite of travelling Executive Class we would still have to wait 24 hours before we could even get that. After waiting the required 24 hours, we still had no luggage. My wife phoned the 1-888-689-2247 number for your tracing office (just outside of Mumbai, India she ascertained from her conversation with the clerk) and again were told we were only entitled to $50 each, even though we travelled Executive class.

We kept contacting the tracing office via internet. After finding the same message "TRACING CONTINUES. PLEASE CHECK BACK LATER" on their form for three days, it appeared that this method was going to be no help, so we again phoned the 1-888 number. As the call centre is located in India, the staff admitted they were only able to see the same information we had on the internet. I am sure you can understand that at this point our, our frustration level rose.
We were visiting our daughter in Bermuda for the birth of her baby and one of the cases was full of gifts for the baby and our other grandchildren, including hand-made blankets and hand-knitted sweaters. Worse, there were snowsuits for the children who are all coming back to Canada for Christmas and will need the clothes immediately they arrive to our record low temperatures.

With the cost of living in Bermuda, the $50 went nowhere near covering necessary clothes and toiletries for a 2 week stay. We kept feeling that our 'delayed' bags would turn up soon, but every day the same message on the internet. The worst part of it is that we believe that our luggage was/is in the tally or luggage room in Toronto, because of our evening departure time from Calgary and morning departure from Toronto. And no one would look in the room. My wife asked the India call centre to send a message to Toronto to look in these rooms, but to our knowledge no message was sent as there was nothing on the file when we actually saw it when we were back in the Calgary airport luggage desk. Our cases were very distinguishable and had ship-shaped fluorescent green luggage tags with the information engraved on them . But there was no way we could talk to someone LIVE in Toronto. We even phoned Bermuda luggage and they also never sent any messages.

After 5 days, my wife again contacted the India call centre and was told to fill out a baggage declaration form (which we were not given at the airport) and as our bags "must have lost all their tags" would be in Montreal. (Loss of 1 tag on one case I can understand--all off both, I can't.) And when she told them they had combination locks on them was told that they would slash the bags to get inside them. Not a great thought when they are needed to get the contents back to the destination.

Before leaving Bermuda, the Air Canada check-in clerk again sent a message to Toronto and Calgary to search for the bags and to let them know that we were coming and would want to check while we were there. On our return through Toronto, again Executive Class, on AC947 on November 24, 2006 we checked with Lost & Found desk (no lost bags there), and were directed to the Luggage Department in Terminal 1. Again the staff checked the computer and found the same message - "TRACING CONTINUES. PLEASE CHECK BACK LATER". We asked to check the Tally Room, and were very helpfully shown the luggage there. Again no bags, and only the assurance that after 5 days all bags would be sent to Montreal for further tracing. However we weren't able to walk round the other room--the baggage room where we really suspect our bags were/are.

Arriving back in Calgary late November 24th, we again checked with Luggage Department and found the clerk there very sympathetic and helpful - though he could find no further information than "TRACING CONTINUES. PLEASE CHECK BACK LATER". He went so far as to phone Toronto and ask them to walk around the luggage room, but was told that no one had the time to do it. It would appear to us that very little effort has gone into actually looking for these bags. I see two problems here: either more care is needed by ground staff and luggage handlers to prevent loss and delay, or more staff is needed to look for the luggage lost or damaged by them.

The clerk did provide us with a copy of allowances for delayed luggage printed from your information and, it appears we were misinformed by several offices as to entitlements. Apparently we should have been entitled to $100 each, immediately we arrived in Bermuda without our luggage. When my wife phoned India again about this, they said they would add the extra so we would be able to claim the higher amount (which we did indeed have to spend) then said "oops, have to take it back because you are home again"!!!! What is going on? We were also told that it would be at least 3 months before we are compensated for this outlay. And I was also told that our bags wouldn't be declared LOST only delayed so it will be impossible for us to even submit a claim to Visa on our Aero-gold card insurance. And no one from Air Canada will even advise what kind of compensation is going to be offered. Will it cover the total loss?

We have always been firm supporters of Air Canada. We fly AC by choice, rather than necessity. We have always found the staff polite and helpful in spite of what I have heard the media and others saying. However, the lack of assistance in this instance has really shaken our faith. We are currently booked to fly to New York in January for a cruise--we CHOSE Air Canada-- but without compensation for expenses on the past trip, nor even bags to pack for this trip I am questioning my decision of that choice.

I want to know what is actually being done to find these ‘delayed bags’. I want to know why it is taking so long? I want the bags returned in preference to a compensation for lost bags.

I anxiously await such assurances.

Lost Luggage

4/7/2006 Saskatoon

Air Canada (Jazz Air) lost my luggage August 9/2005. We have been living in Asia and so found it difficult to communicate back and forth. We were extremely frustrated trying to call them as their services are outsourced to India. The outsourced people aren't the problem but they only had the information provided by the computer. I repeatedly requested that someone that was handling my case would contact me by phone or email. My request was ignored. The airline kept insisting that I hadn't provided documentation. I repeatedly sent them the documentation required. They in return kept telling me they didn't have that very same documentation.

My bags were supposed to be carry-ons but the airline insisted we check them below. The flight was from Saskatoon to Vancouver. You would think there wouldn't be a problem. But they lost our bags and have made it extrememly difficult to make a claim.

Today I received a letter from this incompetent airline stating that because (again) they haven't received the documentation and because much time has lapsed they will settle. Enclosed is a cheque for $150. Are they serious? The contents were worth $4,000 plus. They stated that most of the contents were restricted tarrif items. Therefore they are not liable for loss. I had been willing to lose on some jewellry items, etc. but they have refused to replace items that are not listed on their list.

On top of that, the Jazz Air Flight Attendant was extremely rude on the flight. Our family has flown all over the world and have never encountered the rudeness and incompetence of this airline. I have seen other people treated in like manner on other flights. Air Canada needs to take note of the hospitality and service of other airlines (particularily Asian Airlines)

I will not travel with Air Canada or Jazz Air. I intend to boycott this so called airline and am asking my friends and family to do the same. I also am intending to hire a lawyer because I am questioning whether my bags were stolen or not?

There Center Baggage is in India and phone line is not working

2/27/2006 Montreal

I have a baggage delayed on 2006/02/18.
On 2006/02/27, EST, 1:00PM to 2:00PM, I tried to reach their baggage office(1-888-689-2247), I can hear their employee voice, but they can't hear me.
This is also happed on 2006/02/24. Their phone line is really bad, even worse, I think their stupid employee even not aware their phone is bad and report it. Also, I try to find some Air Canada contact to report it, but can not. Then I call their reservation phone line, it works perfect, I tell the staff who picked up my phone, spend 2 mins to explain what happed, then she said, she will transfer my call to somewhere.
But as you can guess, she transfer me back to the 1-888-689-2247. So the same situation, the phone line was just not work properly.
This means their employee does not have any training or information to handle special cases. How can you trust this company? The phone line got problem at least four days(this is just my experience), no one fix it, or even looks on one know there is such big problem.
What kind management? What kind risk management?
Such bad management team and untrained employee.
They bankrupt last year, looks there is no change, and will bankrupt soon again. Just there is no much competition in Canada, I have no choice to use their airline.

Lost Baggage

8/26/2005 Calgary

Air Canada has got to be the most useless company out there. My fiancee's luggage did not show up on a direct flight from Calgary to Ottawa on July 14, 2005 and went missing for 4 days. It was found in the afternoon of July 17, 2005. Unfortunately for us, we had a wedding to attend on Saturday, July 16, 2005 and my fiancee had no clothes to wear. Air Canada had absolutely no idea where the missing luggage was and still doesn't. We had to buy essentials and clothes since all my fiancee had were the clothes she wore on the day of travelling. Upon submitting our receipts we received a cheque from Air Canada in the amount of $119 (our receipts were much more) which according to the letter was a goodwill gesture on their part. I could not believe the audacity and arrogance of this pitiful company that had given me such an ignorant response. But then again this is Air Canada and they do seem to hire the most useless people you can find. They rank right at the bottom along with government employees. And they wonder why they can't make a profit. This company is a national embarrassment and unfortunately for us Canadians, we have an equally useless government that uses our tax dollars to constantly bail out this gongshow called Air Canada. This company should not exist. Any company that has performed as poorly as Air Canada would have ceased operations a long time ago. Why is this company still around? I will pursue this matter further with Air Canada and if I am not fully compensated for all expenses incurred I will be hiring legal counsel and filing a lawsuit.
Air Canada's motto: We're not happy till you're not happy!.

Lost Baggage, No info even after 50 days

3/16/2005

I traveled by Air Canada from New Delhi, India (DEL) to Newark, NJ, USA (EWR) via Toronto, Canada (YYZ) on 23-JAN-2005. Air Canada lost my one luggage at Newark Airport. Air Canada asked me to fill lost baggage form at airport. I did that and called almost everyday for next 5-6 days about my luggage, Air Canada never responded properly about my luggage. After 5 days they asked me to submit Baggage declaration/claim form along with all supporting documents and I submitted that as well.
Today is 12-MAR-2005, almost 45 days from the day I lost my baggage, I am almost calling Air Canada every alternate day and inquire about my luggage and every time they say only one thing "WE ARE STILL LOOKING FOR BAG, PLEASE GO AHEAD AND SUBMIT BAGGAGE DECLARATION FORM". Every time they say "SUBMIT BAGGAGE DECLARATION FORM" even I have submitted this form 35 days ago, they have no information in their computer system. I do not know what they are doing, neither they are finding my bad nor giving the money I claimed for my bag. I emailed as well couple of times using their website and have not receive any response so far. When I request their Associate to talk to their supervisor, they say "no, you can’t talk to supervisor because they will give same information what we are giving".
I am really frustrated with this behavior of Air Canada. I am requesting you to help me to either get my luggage (I know possibility of this is almost zero to null) or get the claimed money.