I flew from Montreal to London with Air Canada on 23 August but my suitcase didn’t arrive with me. I reported it missing to the Air Canada desk and was given a form and told to contact Global Baggage Services. I have since had one response from GBS to my many emails and calls and none from Air Canada.
There seems to be a lack of consistency in what to do if luggage is not found within a five-day period. The internet link from GBS to Air Canada customer services states it can take up to 20 days to receive a response. However, any claim for compensation from Air Canada needs to be in writing within 21 days of the flight according to the Air Canada website – a condition not included in the form I was given at the airport. CM, Birmingham
Under the rules of the Montreal Convention, passengers’ luggage is deemed lost after 21 days and passengers must submit any claim within seven days of that. The trouble is that although airlines are deemed responsible for checked-in bags, the maximum possible compensation for loss or damage is €1,131 (£892), regardless of the contents or inconvenience. You’re probably better off claiming on your insurance.
This is no excuse for Air Canada to leave you in the dark. Miraculously, after I alert its press office it finds your luggage. You’ve now received it, an apology, and 20% off any future flight you dare book with the airline.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
