Air Canada customer argues with airline after luggage stuck over 8,000 km away

Air Canada customer argues with airline after luggage stuck over 8,000 km away

An Air Canada customer is upset by the airline’s effort, or lack thereof, to retrieve his baggage.

Air Canada customer, Paul Kliffer

When Paul Kliffer hopped on an Air Canada flight from Mexico City to Victoria, he popped an AirTag into his luggage, and he’s glad he did. Two weeks later, the tracking device says his bag is in Madrid, Spain. And as Consumer Matters reporter Anne Drewa reports, Air Canada is seemingly doing little to retrieve it.

“You feel helpless like there is nothing you can do,” Paul Kliffer said.

After hearing reports of airlines losing luggage, Kliffer and his wife bought Apple AirTag – a tracking device that attaches to items like luggage.

Once landing in Vancouver, Kliffer’s wife checked AirTag on their phone. “It said our bag was 4,000 kilometres away,“ Kliffer said.

The couple realized the luggage was still sitting at Mexico City International Airport.

Kliffer contacted Air Canada and opened a claim immediately. He was told by an agent he would have his bag returned home shortly.

“My bag never arrived,” he said. “Over the next three days I went back out to Victoria and they again reiterated there was nothing they could do except send a note to Mexico City.”

After two weeks, Kliffer said the situation went from bad to worse. He discovered the location of the AirTag indicated the luggage was now sitting in Madrid, Spain.

Kliffer continued to reach out to Air Canada with no results. “They would escalate the file up to a more important stage and I would be contacted in 48 hours. That never happened,” Kliffer said.

John Gradek, a lecturer at McGill University and program coordinator for the aviation management program said, in his opinion, when it comes to baggage handling, it’s often not a priority for the airline.

“It’s not part of the service strategy of an airline to really make sure the bag takes the least amount of detours to a destination,” he said.

Air Canada plane

Still, Gradek advised that AirTags can be a helpful tool.

“AirTags for me are a way for you to hold the airline accountable,” he said. “You can basically wag the airlines’ tail pretty hard by getting on their case and saying ‘please get my bag moving’,”

However, in Kliffer’s case, with Air Canada stating it’s moving to compensation, he said he’s now left feeling abandoned.

Source: Global News – Anne Drewa

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