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Baggage Claims
Posted by Pdgbryar on 12/12/2012
DORSAL QUEBEC -- I just received a letter back from AirCanada stating that they will not cover broken items worth over 250 dollars. My wife and I were travelling out of Toronto Airport, when they stopped us at the X-ray machine, they claimed we were not allowed liquids and either they keep them or we turn around, and pay 20 dollars to put them in the over-sized area with fragile stickers all over are 1 bag, I explained to the attendant that I was concerned these liquids where going to break, he didn't really respond, as we just got off the flight from Cancun with the liquids on board with us, however we got back to Winnipeg they lost are luggage then found it we asked the attendant in Baggage handling if everything was ok with are bag, he stated yes! However my wife opened the bag to find that are Khalsa 40oz had broken inside, we have a 250 dollars iPad destroyed in which I claiming for. The best they came back with was it could have been turbulence which there not responsible for, shifting of items, during takeoff and landing. You can tell all your excuses you want, your a joke Air Canada, just trying to recoup your bankrupt money, no wander because your customer skills also, now I no why I haven't flown with AirCanada in 30 years or more, I will go back to the best as far as I'm concerned West jet.

     
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Posted by trmn8r on 2012-12-12:
The last I heard, you can only take containers with less than 3 or 4 ounces on board, so it makes sense that they made you check the 40oz liquid.

Next, the Air Canada contract of carriage states the airline is not responsible for damage to electronics due to liquids in luggage. Additionally, they warn not to place valuables in checked luggage.

I don't see anything surprising in the Air Canada policy. I think you are out of luck, but that is just an opinion.
Posted by Ben There on 2012-12-12:
This is the problem with buying duty free booze if you have a connections. If you have to clear security again at your connecting airport then you have to be prepared to put the big bottle of booze in your checked bag which is often not ideal unless you plan ahead and have extra padding ready to go.
Posted by At Your Service on 2012-12-13:
From AirCanada's website:

"If your international travel (including domestic portions on international travel) is subject to the Warsaw Convention, liability is limited to approximately $20 USD (20 EUR) per kg per passenger for checked baggage, and approximately $400 USD (400 EUR) per passenger for unchecked baggage.

Subject to the provisions of the Montreal Convention and the Warsaw Convention where applicable, AIR CANADA ASSUMES NO LIABILITY FOR LIQUIDS, valuables or items whose loss may cause serious damage, such as money, jewellery (SIC), silverware, negotiable papers, securities, COMPUTERS, cameras, cellular phones, business documents, samples, paintings, antiques, artifacts, manuscripts, prescription drugs, or irreplaceable books or publications. Unless otherwise specified, a valuable will be deemed any item whose value is $1,000 CAD or more per kilogram, or $1 CAD per gram. In addition, Air Canada assumes no liability for damage or spoilage, or loss due to damage or spoilage of perishable items."

Personally, I wouldn't have really considered traveling with a 40 oz. container of liquid along with an iPad. It seems like a recipe for disaster. It's why, I'm sure Air Canada makes such a strong statement about this very issue. As such, I'm not sure how they would be held liable for the issue. I can appreciate one's frustration that they may have lost the items, but I think most people would have been extremely surprised if they did make the journey okay.

Thank you so much for posting. It will hopefully give others pause as they pack for any trip.
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Missing Items From Checked Luggage
Posted by Joann3363 on 10/14/2012
VANCOUVER -- This summer I flew from Vancouver to Toronto and noticed that my zipper was open about four inches as the luggage went around the turnstile. As I had a busy commute I didn't unpack until the next day and found that I was missing two very expensive woman's tunic, a beautiful metallic lace vest which I had just purchased and two scarfs that went with the tunic's. The total of these clothes would be about a thousands dollars. It's not just the clothes it's the violation.

The little pad lock had been broken and the luggage was open. Air Canada was uncaring. I will make certain I put a ziplock tie on my suitcase from now on ...Big Warning ...Do not trust checked luggage....will be secure once it leaves your sight until you meet it again on the other side...!
     
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Posted by radar1857 on 2012-10-15:
Same thing happened to my wife and I on Southwest. I filed a complaint to TSA since both bags had cards stating that TSA had inspected them. We flew from Denver to Seattle last month. All told we lost about $400.00 worth of items. Needless to say, TSA has never responded to my letter of complaint.
Posted by CrazyRedHead on 2012-10-15:
They will break the zip ties or any other lock you put on it as it will raise a red flag. They have thte right to break any type of lock and search the bag, although they have no right to take something unless it is in violation of the rules.
Posted by Pancakes! on 2012-10-15:
Do you have really nice luggage? The nice expensive luggage is what the thieves look for. Use banged up cheap stuff and they don't bother... the thieves only have a certain amount of time, it is the good luggage first.

The hotels think nothing of the luggage because they know what is happening... so the cheaper the better.
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Air Canada Never Again
Posted by Mike_d_edwards on 08/19/2012
PORTLAND, OREGON -- Air Canada has their own set of rules when it comes to service. Most Airlines have a cut off of 30 minutes from departure. Air Canada has a 60 minute cut off that is NOT disclosed on their online ticket purchase documentation.

My wife had terminal cancer and we arrived 50 minutes prior to departure. We were rudely told that we had missed our flight and were told that our money would NOT be refunded. We talked to two different reservations personnel in Montreal who were apathetic and the male even hung up on me. Their solution was to to charge an additional $700 to put us on the next flight after we had already paid in FULL.

My wife was not feeling well, was on chemo and terminally ill they took none of these facts into consideration. These guys are jerks, do not have to compete or be good to their customers because they are owned by the Canadian Government. I will never fly or recommend Air Canada to anyone ever again.
     
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Posted by trmn8r on 2012-08-19:
Each airline does have its own rules, and they are spelled out in its Contract of Carriage. I always refer to it when flying.

Here is Air Canada's: http://www.aircanada.com/en/travelinfo/before/contract.html

Note that the topic to which you refer is the first one in the list. To/From the US it is recommended to check-in 90 minutes prior to departure, with a 60 minute deadline.
Posted by H.C. on 2012-08-20:
Air Canada is no longer owed by the Canadian Government. They were fully privatized in 1989 - though I believe they are mandated by federal law to keep their headquarters in Montreal, Quebec.
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Bad Treatment
Posted by Asttep on 07/29/2012
CALGARY, NEW JERSEY -- On Tuesday July 10th 2012 at the Frankfurt Airport I felt the service by Air Canada staff was unacceptable. Our flight 8499 United/Air Canada left Frankfurt at 1pm to Ottawa. When we checked our bags in Frankfurt we needed to pay extra because they were overweight. That was no problem and we understood. We needed to go to another counter to pay for the extra weight. This is where our problems began.

An Air Canada employee was at the counter and she was occupied at the computer doing something. We waited and waited while she sharply told us she was busy. Other uniformed personnel passed by looked at the line and did nothing. Some people in line indicated they were missing their flight while the Air Canada employee worked on her computer and paid no attention to our distress. After standing in line for 45 minutes, I demanded to see a manager while she totally ignored me.

Finally, another A/C employee came to the counter to help us but not before she chatted with the lady at the computer. I have never flown A/C before but somehow expected better. Gentlemen, in Frankfurt you have a problem, they don't know the value of a customer. I.Astor

     
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Posted by trmn8r on 2012-07-29:
What was your distress due to? There is no mention of urgency in your complaint.
Posted by Ben There on 2012-07-30:
trmn8r - I think the OP is upset about waiting in line for 45 minutes.
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Disturbingly shabby treatment of a customer
Posted by Info45 on 10/03/2011
I was booked on an Air Canada flight home to Vancouver from Ottawa on October 2, 2011 at 6PM. My wife was also booked on the flight. I arrived with much the same luggage and carry on items that I have arrived at airports, for an average of 40 domestic flights per year, for the last 15 years: a suitcase to check in and a small backpack and guitar in a cloth case as carry on. As a point of fact: a cloth guitar case cannot be checked in as there is ample evidence that Air Canada baggage handlers mistreat instruments (I watched one handler stand my guitar, which was in a fiberglass flight case, on one end and drop it onto the conveyor belt and proceeded to do the same with my travel mates guitar – I will never trust a guitar in a cloth case to your baggage handlers, other than for a gate check). Another fact, on long haul flights my cloth guitar case easily fits into any overhead and leaves lot’s of room to put other baggage on top and around.

Today is the first time in the 12 years of domestic travel that I have been denied the right to carry my guitar on board with me. The agent told me that this is the policy of the airport, not Air Canada, and that I had to check the guitar. I know this is not true as I traveled from Ottawa airport twice in the last 30 days with my guitar in a cloth case on board both times. I told her this and she tried to tell me that was not possible. She would not even offer me a gate check tag, which I know is available to people with strollers much larger than my guitar so, I protected my personal property, canceled my Air Canada flight and booked with WestJet. When I came back to the Air Canada lineup my wife was still checking in and it was very clear to your agent, as I had Westjet ticket in hand and my guitar on my shoulder, that indeed I could carry on my guitar if I traveled with WestJet.

The fact that your agent and her supervisor insisted that I could not travel from Ottawa with my guitar as carry on is untruthful and the fact that they suggested I was not telling the truth is highly offensive. My wife and I travel for our separate businesses a great deal and were looking forward to sharing a flight together. Your uncivil staff caused us much stress, financial loss and hassle and forced us to travel separately.

I also must say that I travel a fair amount internationally and have never been denied the right to carry my guitar on board – even when carrying a guitar in a large flight case and quite prepared to check my guitar: in Madrid, Frankfurt, Havana, Puerto Vallarta, Berlin, Tel Aviv, Warsaw, Narita, Los Angeles, New York, Chicago….my guitar goes on board with me. No other airlines put people through what your agents did to me yesterday – and you are considered our national airline!

Air Canada just lost a customer and I am beginning to believe what people are saying about Air Canada’s unspoken but obvious mandate: “We’re not happy until you’re not happy”.

Yours truly,





Edward Henderson
     
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Posted by Anonymous on 2011-10-03:
Its discretion of the staff if you carry a guitar on board as it exceeds the carry on size limit. If you fly as much as you claim I take it you are a Elite and the FC check in gives a lot of latitude.
I'm not sure what sort of guitar fits in the bin of any of AC's WB fleet, I know the puny Martin Backpacker doesn't fit the center bins of the B777.
AC isn't the national airline anymore than US Airways or American is the national airline of the US.



Posted by trmn8r on 2011-10-03:
I am surprised this has not been an issue in the last few years for you. Maybe 5 years or more ago, but not since they started being militant about carry-on sizes.
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1ST TIME But Never Again!
Posted by Pablo11633 on 09/22/2011
As a frequent flier member, this was a nightmare worth describing. Crossing the line from Toronto with flight to Newark, I noticed on the flight departure screen the flight was delayed two hours. So delayed, I grabbed the closest restaurant inside the terminal next to the assigned gate-200 ft away. Needless to say, I got caught up on some work related computer time, and had dinner. 45 Minutes before the announced time for delayed departure, I walked over to the gate, and was asked my name, and advised that the plane loaded earlier than previously announced, that they had paged me-I told them I was in the restaurant across the way, and then they advised me that their PA system does not go into the restaurant. At that point, they told me my luggage was being taken off the plane. It was a pretty easy question then-Can you get me on the flight, and with my luggage. They called the plane, then assured me that my luggage and I could fly together to Newark. Now here is the fun part-I was sitting seat 1 A--The pilot announced due to weather conditions in Neward, FAA delayed our departure. This went on for 2 hours, yes, no, Ok to leave, NO. Finally we taxied to tarmac for departure, and were ordered to return to the gate. 6 passengers departed this flight--40 minutes later cleared for take off. What was suppose to be a 1 hr flight, turned into 5 hours. As we approached Newark we did circles in the sky for 1 hour until we could land. Went to baggage area, everyone else got their bags, but mine were not there. Put claim in, major meeting next day in Newark. Became a desk day the next day, assured by baggage customer service that they would trace and bring once found to the hotel I was staying at. Finally, got a call that they found 1 of the 2 bags that were checked, but not the bag with my clothes. Again told they would call. Went to Newark Intl AIR CANADA Luggage claims, found my bags marked PRIORITY delivery--Just sitting there. If I didn't take the initiative, the bags would still be there. Thanks Air Canada for no amenity bag, no clothes, for missing my major meeting(yes there was a reason for flying to Newark) and your horrible customer service. Offering money to a customer, for this nightmare doesn't cut it, I am not looking for money, just my bags which were checked. Your service is below the radar!
     
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Transit Visa Screw - Up
Posted by Transit Visa Screwed on 07/27/2011
We booked a flight from my grandpa from US to Japan and it was via Canada. Little did we know that even for just a lay over you need a freaking VIsa, yes a transit Visa that you have to file for, take pictures and everything. They told us it would be a 2 hour deal, and we're going in the fourth day and the fourth flight re-booking.

Why do we need a Visa just to go through the airport? Oh, Canada.
     
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Posted by Ben There on 2011-07-27:
It is the passengers responsibly to ensure that all documents are in order before purchasing a ticket. There are lots of websites out there that tell you if you need one to enter a country or change planes in one, but I like this one on Delta's website: http://www.delta.com/planning_reservations/plan_flight/international_travel_information/visa_passport_information/index.jsp#timatic
Posted by Slimster on 2011-07-27:
I gotta agree here, this one is on you.
Posted by Anonymous on 2011-07-27:
Astute advise as always from BT.
Since US Citizens do not require Visas to either Canada or Japan your Grandfather must be a foreign national requiring one. Entry requirements are set by each nation and this is very common. Why Visas for transit? In the event of IRROPS (irregular operations) if the flight doesn't leave that day, etc your grandfather has now entered Canada illegally not meeting the entry requirements.
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LOST OF LUGGAGE
Posted by Joselito on 04/24/2011
SUCCURSALE AEROPORT.DORVAL.MONTREAL -- ON SEPTEMBRE 11 I ARRIVED TO MONTREAL FOM LONDON AND FOR MI BIG SORPRISE TWO OF MIY LUGGAGE NEVER CAME IN MY FLIGTH AC865, FIRST I DID RECLAMTION IN YUL AEROPORT. THE NEXT DAY I TRAVEL TO CUBA AND I DID ANOTHER RECLAMATION TO AIR CANADA IN JOSE MARTI AEROPORT, ONE WEEK LATER I TRAVEL TO MIAMI AND I HAVE CALLED TO AIR CANADA AND NOBODY COLUD TOLD ANYTHING ABOUT MY LUGGAGE, FIANLLY I DI ANOTHER RECLAMATION TO AIR CANADA IN CENTRAL OFFICE IN HAVANA, TRES WEEKS AGO AFTER THE RECLAMATION I CAMEBACK TO MONTREAL AND I ASKED IN LOST AND FOUND ABOUT MY LUGGAGE AND ONE EMPLOYEE OF THE COMPANY USE AND ABUSIVE LANGAGE TO TOLD MI THASTILL THESE DAY NO NEWS ABOUT MY LUGGAGE, I CAME BACK TO CUBA AND DID ANOTHER RECLAMATION BECAUSE APPARENTLY IN CANADA DID NOT RECIVED THE RACLAMATION THAT I DID IN CUBA, BUT THIS IS NOT TRUE BECAUSE THE CUBAN AIR CANADA 'S SEND THE FIRST RECLAMATION, ACTUALLY AFTER SEVEN MONTH I DONT HAVE ANY NEWS ABOUT MY LUGGAGE, AND AIR CANADA NEVER HAVE GIVE ME ANY NEWS ABOUT MY LUGGAGE, I HAVE NEVER BEEN REFUNDED. ALSO I PAID FOR MY EXCESS OF WEIGTH IN MY LUGGAGES, I WANT TO KNOW WHO IS THE RESPONSABLE OF THE LOST OF MY LUGGAGE, WHEN I WILL BE REFUND.

     
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Posted by Alain on 2011-04-26:
Go to http://www.aircanada.com/en/travelinfo/airport/baggage/lost-and-found.html
and see if that helps.
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Luggage and service
Posted by Loyalaircanadacustomer on 11/12/2010
Air Canada is increasingly behaving the way that formerly only fly-by-night outfits and charter airlines would. If you ask for an extra drink on an international fllight, they will say yes, and never return. If you ask for a pillow on a flight within Canada, they will tell you that they are only for first class.

Now they want to charge for a 2nd piece of luggage, a practice that only ultra-inexpensive airlines like Ryan Ari used to do. But Air Canada's prices stay the same. Well, keep rising.

I am avoiding this airline increasingly, even though I have been a supporter for four decades.
     
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Posted by Ben There on 2010-11-12:
Consider yourself lucky that they are not charging for the first bag - most carriers in the USA do this now.
Posted by momsey on 2010-11-12:
Sadly, this all sounds pretty standard on US carriers, except for not being charged for even the first piece of luggage.
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Lost Baggage - Small Price to pay for Good Service
Posted by Zeuss on 10/29/2010
I recently was scheduled to fly from Milwaukee to Philadelphia to Toronto via US Airways. My flight to Philly was delayed which meant I was going to miss my connection to Toronto. US Airways pawned me off on Air Canada via a 2 hour bus trip to Chicago. I arrived in Chicago O'hare 10 minutes before my flight was to leave. I got to the Air Canada ticket booth and they were extremely helpful, pleasant, and went out of their way to make sure I made my flight from Chicago to Toronto even though my ticket was with US Airways. My baggage didn't make the flight however given the excellent service I received, I cannot complain. Also the quality and conditions of the planes on Air Canada are far superior to anyone else in North America. I'd rather have safety and good equipment, and helpful people at the airports, even though they may lose a bag from time to time.
     
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Posted by Ben There on 2010-10-29:
If you got to the airport just 10 minutes before the flight, you can't even really blame them for not getting the bag on board. They have to hand it over to the TSA for screening, and that can take 20 minutes.
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