Speakers Corner: Reports of missing luggage on the rise

Taking a flight during the pandemic is anything but easy. Masks are required, there are COVID questionnaires and if flying internationally, COVID tests. Add another headache, lost luggage! A growing number of people reached out to CityNews after their checked bags seemed to have just disappeared!

CityNews spoke to at least 10 people who flew over the last few months. They either had long delays in getting their missing luggage back or their bags still haven’t been returned.

“We feel helpless,” said Luis Bracamontes who is from New York City but had a connection in Toronto for a flight to Mexico City. That flight was back in July and he is still waiting for his bag, which contains clothes and expensive items.

“The whole process has been beyond frustrating,” he said.

David Smith, from Owen Sound, took a direct flight to Edmonton to visit his son for a golf trip back in August. His golf bag never arrived and to this day, he has no idea where it is.

“They still haven’t turned up and that bothers me. The dollar value for everything that I am missing is fairly high.”

Kayvon Sarfehjooy, from Vancouver, is one of the lucky ones. He got his luggage back but said he had to work full-time to get it done.

“They kept telling us it was coming but it never did. We had to call several times over several days to remind them we were still waiting. You’ve got to be Sherlock Holmes and try to find your luggage.”

All of the passengers CityNews spoke with flew Air Canada and say answers from the airline have been very hard to come by.

“We can’t get a straight answer on what the procedure is right now,” Smith said.

“Either you find it and you have a clue where the luggage is or you just admit that you lost it,” Bracamontes said.

They join several others sounding off on social media. All of them complain not only of lost luggage but the response from Air Canada in regards to finding their bags.

“They (Air Canada) are not accepting that they lost my luggage. I need proof that they lost my luggage so I file my claim for my credit card insurance,” Bracamontes said.

Those who reached out to CityNews say getting a hold of someone with Air Canada on the phone has been like pulling teeth.

“I know we have called up to 18 times. It’s usually an hour and a half wait on the phone to talk to a real person. Once connected our conversations would last maybe a matter of a few minutes, with no clear answers as to where my golf bag is,” Smith said.

CityNews reached out to Air Canada for a response. We provided luggage tracing numbers and flight information for the people who spoke to us. A spokesperson did not address the specific missing luggage cases we asked about but admitted that there has in fact been an uptick in delayed luggage over the past several months.

“It’s primarily related to the rising number of travellers, new and constant changing regulations as well as the complexities related to these changes,” said Peter Fitzpatrick. “As we restart our business following COVID, there have been some processing delays and we are working to remedy these.”

He said, while rare, luggage does get lost.

“That’s usually due to mishandling during connections with other carriers and even as a result of theft at arriving airports and we work with police when that maybe the case,” Fitzpatrick said.

Experts who follow the aviation industry believe the real problem is staffing.

“They haven’t got the resources,” said John Gradek with the Aviation Management Program at McGill University.

“Air Canada is in a hiring dilemma, in particular with customer service and back end staff.”

Gradek said just like the hospitality industry, airlines have struggled to hire back enough people to pre-pandemic levels.

“They hired enough pilots and airplane mechanics — which are essential for safety, but are lacking in other areas, including those who deal with luggage.”

Gradek recommends anyone with lost or missing bags should contact the Canadian Transportation Agency.

“They will follow up with the airline,” he said.

He also suggests everyone who is going to check a bag should take photos of your items inside before you fly.

At least you have a record of what’s in it. If your luggage goes missing you can make a claim with the airline. There are limits, but anywhere between $400-$800 for a lot of things.

While compensation would help for those we spoke with, at this point they just want answers.

“At what point do I decide if I should go out and buy new clubs?” Smith said.

“Luggage gets lost, I get it. What is not okay, is the treatment they are giving to their customers,” Bracamontes added.

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