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