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2.3

Dear Mr. Rovinescu,

I will use this platform to detail my complete lack of confidence in your company. Your baggage claim department is ridiculous. While you fly aircraft in and out of the Atlanta airport, your baggage claim department cannot contact them by phone nor e-mail.

On August 21st 2015, my wife and I had what we thought to be the beginning of a wonderful vacation. Our plans were for a visit to Alaska. We could have flown Delta into Spokane, but with recommendation of our travel agent, we chose Air Canada as it provided opportunity to visit your country. We had an uneventful flight into Toronto and finally onto Vancouver. We enjoyed a wonderful week in Alaska, but were very much looking forward to the flight back home. The flights from Vancouver to Toronto and then to Atlanta were again uneventful. Once arriving in Atlanta, our dream vacation came to a very disappointing end!

We arrived at the baggage claim carrousel only to find one of our two bags missing. We were immediately approached by an extremely helpful and friendly Air Canada employee named Ms. Shaka. She escorted us to the Air Canada desk, where with some quick whiz-bang computer entry, she discovered our lost bag was still in Toronto. Ms. Shaka provided us with documentation to track the luggage and stated the bag would be delivered to Atlanta the next day and then routed to our local airport (MGM) by Delta airlines. We thought things were okay.

Sunday evening, August 30th at 9:00pm our bag had still not arrived. We utilized the information provided by Ms. Shaka and contacted your baggage claim center. Thing quickly went from bad to worst. The claim center stated our luggage could not be located in Toronto ๏Œ. We again contacted the claim center on Monday, August 31st. The claim center stated the bag had been located in Toronto and would be forwarded to Atlanta for ultimate delivery to MGM. We again called the claim center on Tuesday, September 1st and were told the bag had been delivered to Atlanta, but it could not be located. WHAT? You have lost my baggage for a 3rd time. This unravels quickly, so hang on. We contacted the claim center on Wednesday, September 2nd and were told the bag had been located in Atlanta and delivery process had begun. We again contacted the claim center on Thursday, September 3rd. We were told the bag could not be located in Atlanta. ***! You have lost the same bag 4 times in 6 days. Is this possible. I give a very positive yes. Not only can you lose it 4 times, but 5 is not only possible, but you successfully did it. The claim center stated on Saturday that the bag was indeed in Atlanta and would be forwarded to MGM via Delta. We contacted the claim center on Sunday, September 6th and were told the impossible, you had lost my bag for a 5th time.

We are currently being told the bag is in Atlanta, but we do not know who has possession, how they will get it to Delta, or we will ever see the bag again. You claim center has attempted to contact your team in Atlanta by phone and e-mail, but without success. This lack of success has spanned 5 days. I do know one thing; I will use all available platforms to communicate my experience with Air Canada. This is really two experiences as it was my first and last time to utilize Air Canada!

Be it social media, internet browsers, or word of mouth I will communicate this to all who will listen. Total lack of confidence in your team!

Reason of review: Poor customer service.

Monetary Loss: $2500.

Preferred solution: Full refund.

Air Canada Pros: Comfort of flight.

Air Canada Cons: Lost baggage customer service, Way we were treated.

Location: Mississauga, Ontario

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