Air Canada Complaint - Air Migraine - Flight/Service
WASHINGTON, DISTRICT OF COLUMBIA -- I have had previous unpleasant traveling experiences with Air Canada in 2000 and 2003. However, I simply figured that it was a long time ago and perhaps isolated incidents and decided to give it another try. I booked a flight that connected through Montreal to Heathrow from Washington DC. There were some weather related delays and I was told I would have to now fly to Toronto instead of Montreal. I agreed and after a few hours delay and several very unpleasant encounters with Air Canada staff I arrived in London only to find out that my bags had never made it. I wasn’t able to receive my luggage until Christmas day, in the afternoon. I was upset about this, but understood that sometimes these things happen.
My flight returning on January 10th was also delayed but no one notified any of the passengers of this until after the scheduled departure time, at which point I inquired whether or not I would be able to make my connecting flight. I was treated as if it was my fault that the plane was delayed and was given abrupt and rude replies and made to feel that I wasn’t worthy of a proper answer. After a 2 hour delay the plane was finally ready for take-off. When we got closer to our destination the pilot informed us that passengers heading to Baltimore would have to spend the night in Toronto. I was distraught but again knew that there was nothing I could do about it.
When we arrived in Toronto, I was informed that if I were to rush I’d make the connecting flight to Baltimore. I inquired about my bags, and very rudely I was told that they would not make it and that they would be delivered once the plane arrived, which would be the next day because there was no longer any flights to Baltimore. I was told to head to my gate and when I asked which way to go I was told to read the sign. At this point, I was tired, and extremely frustrated with the Air Canada staff. There was a fellow passenger who was experiencing the same frustrations and shared with me that this happens to her almost every time she flies with Air Canada. I vowed to never fly Air Canada again and made my way to the gate.
Once I arrived at Baltimore International Airport, I headed to baggage claim to give my information for my luggage. There was no one there so we had to wait for a man to show up and tell us that he’s not an employee of Air Canada but a contractor. He said he’ll be delivering our luggage and for us to fill out a form. I verified again when our bags would arrive and was told that it would be the next day at the earliest. I rushed to get out of the airport because I had a dinner engagement I had to get to and I was already running very late. I had left my mobile phone at home because I didn’t want any interruptions and I wasn’t expecting a phone call. However, my cousin informed me that she had received a message on her phone from a man claiming he had my luggage and was outside my house (I had given her number as an alternate number). I called him back only to have him YELL at me saying that the reason phone numbers are given is so you can be reached at anytime.
I tried to reason with him by telling him that unless my bags were on the same plane I was on, it couldn’t have arrived. He said it had arrived and that he was now on his way back to the airport and that he would have to deliver my bags the next day at an unspecified time. I begged and pleaded with him that he come back and he finally agreed to meet me at my house in 20 minutes. I explained to him that I was in the middle of having dinner 2 miles from my house however would be able to meet him outside and get my bags from him. He agreed, but said if he didn’t see me outside that he’d leave and would not come back. I was amazed to be treated this way after all I had gone through that day with the airline, but still I went outside after 20minutes because I didn’t want to miss him. It was raining, cold and I had no umbrella but I waited patiently at a major intersection next to the traffic light.
When I called him, he again YELLED at me and said that I had to wait and that he’d call when he got there. He finally called stating he couldn’t see me. I asked him to describe the vehicle he was in, and he said a van but refused to elaborate. He was belligerent and extremely unprofessional. After 15-20 minutes of me standing and walking in the rain in heels, in the middle of having dinner, he finally arrived. He of course did not have my bags, but mistakenly had somebody else’s and had a very nonchalant attitude offering no apology. I was furious and the rest of my evening was effectively ruined. I was so mad I cried.
My luggage was finally delivered the next day at a later time than I was told and with no choice I had to of course wait for it. I wrote the tag number of the rudest human being I’ve had the misfortune to cross paths with but I was so disheartened I didn’t even have the desire to place a complaint. However, I decided to do so now as I am still angry and don’t want anyone to have to go through what I went through. I travel to Canada and to Europe very often and though delays and cancellations can and do happen, mistreatment should not. This was by far the worst experience I’ve ever had to endure and will make sure to inform friends, family and acquaintances to select another airline.