To whom it may concern,
I am contacting you with regards to the poor and careless service recieved by your staff when dealing with my lost luggage.
On the first of September I arrived at Montreal only to find my luggage did not arrive. Upon enquiring with the baggage office at the airport I was told that my luggage is on a different flight and they would deliver them later that night. I filled in a form as requested and waited for my luggage to arrive. Later that night, having recieved no news from Air Canada, I contacted the airport and was told no luggage of mine arrived.
For the next five days I have been phoning multiple times a day to the airport in Bagotville (my final destination), the Central Baggage Office in India and the airport of Montreal. I have never gotten a clear, precise or honest answer on either the state or location of my lost luggage. I have been told "It will arrive on tonight's flight" and even given the time of arrival, only to phone the airport and have them tell me it hasn't arrived. This happened several times. At the same time I've been told by others that the luggage has not been found yet it will arrive soon. Again, just yesterday, I have been told that the luggage was spotted in Johannesburg (part of my itenary) and will be arriving on the next flight. Today I'm told that you are still searching for the luggage and don't know where it is.
How can I be told the luggage is arriving, specifying the flight and arrival time, when it never arrives and is still lost? How can I be told the location of the luggage one day, stating it will arrive, and the next day be told that the whereabouts are unknown? These are contradictory statements and either there are some employees lying, are refusing to tell the truth or are simply imcompetent. How can a company like Air Canada lie to their clients?
I have even politely asked for a phone number to Air Canada at Montreal to be able to get an honest answer yet have been told that there is absolutely no way for me to contact the staff at the airport! I had to go through the reservations services where I was given a number to contact. Why do I have to go around searching for a number and phoning various sections of your company to get a phone number?
For Air Canada it might be just another case of lost luggage but to my this is a disruption of my work! I have important files and books in that luggage that are halting the progression of my work here. Everyday up till now I have been at home when I was told my luggage is arriving at a specific time, only to have my time wasted when it does not arrive. I have had to cancel meetings and miss classes in order to wait at home. Is your staff instructed to treat customers as paperwork and not paying loyal clients?
Up untill today I have been polite and patient but now I am tired of being insulted by these lies and ignored. All I want is to have a honest answer and that Air Canada take the search for my luggage seriously! When asking if my luggage is found I should ONLY get a yes or no answer. Not both! When asking to talk to a superior I should be transfered or given the phone number immidiately! It seems to me that, for Air Canada, treating client with respect and courtoisy is not part of the policy of the company.
I am very disappointed in Air Canada and always thought that flying with an established "prime" airline carrying the country's name, even if it costs more, meant that the service would top notch and clients would be treated as such. Clearly I was wrong about Air Canada.
I did keep a list of people I spoke to:
From Central Baggage Office: Luke, Gil, Sylvie and Emily.
From Bagotville Airport: Nicolas, the others I did not note down.
From Montreal Airport: Joanne (the only helpful staff member) and another whos name I did not get.
I sincerely hope these situations are dealt with quickly and effeciently.
Mr Xavier Balaye
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