Air Canada damaged checked in bags

DullGreyGuy

twister_teddy said:

DullGreyGuy said:

Its a bit of poor start to a holiday but really not sure how a family holiday can be ruined by some material possessions going awol or being damaged. 

Not sure if you understand the consequences mate, we would have been be in real trouble if they had stolen our toiletries bag which contained some allergy medicines for our children which very much limit dining options for our children. Luckily they didn't take it. Items which were stolen were phone chargers etc. Just a pain to find replacements whilst you're in another country. Some items aren't necessarily high cost but relatively much higher significance whilst you're in another country.

Firstly, your holiday was impacted by what did happen not what could have happened. I mean your holiday would have been horrible if the hotel burnt down whilst you were in it but actually all that happened was they had a BBQ.

Secondly, I wouldnt be putting critical meds in the hold

Thirdly, Mexico has a good supply of medicines and many more things are available over the counter there. In fact for the 6 months we were there in 2021/2022 buying the Mrs' diabetic meds wasn't a problem at any point, in the UK Boots never has it in stock and often struggles to order it. The advantage is it's free here but paid for there. Again unless you are going on a shoe string budget nothing to destroy a holiday. Her CGMs likewise are almost always in stock there in pharmacies and cheaper than they are in the UK (she isnt entitled to them on prescription here) where realistically you have to order online.

jon81uk

twister_teddy said:

eskbanker said:

Airlines are definitely responsible for baggage damaged (and items removed) when within their care, under the Montreal Convention, so the insurer will expect you to recover the costs from the airline - item 21 on page 30 of that document excludes recoverable costs.  Claiming from airlines is far from instantaneous though, so lack of response thus far shouldn't be interpreted as a rejection of your claim and you'll probably need to be patient if this just happened within the past couple of weeks.

Thanks, my expectations too that they'll be slow, to be honest no real urgency now that we've already suffered dragging the damaged bags and the losses whilst we were abroad so happy to wait.

My only worry is that they won't compensate for damage and specially the lost items. I don't even know how we'll prove what objects were missing from the bag given its pretty much a word of mouth with no proof as such. The bag was clearly messed with deliberately and some valuables (sunglasses, charger etc) stolen. We could easily confirm that was the case as the inside of the bag was handled pretty inhumanly with all the internal zips and buckles open and clothes being all unfolded and scattered etc, makes me sick someone has put their dirty hands over our personal items. 

They won't "compensate" for damage, they will either pay costs towards new luggage and replacement items, or they will pay for new luggage. Many airlines just buy you a new case, although it looks like Air Canada favour repairs. Delayed or Damaged Baggage (aircanada.com)



Did your case have a lock?  Customs will open cases (breaking locks if needed) if the X-Ray shows something they want to look at so there is always a chance someone will go into it. But locking it will reduce the chances of someone who shouldn't get into it.

twister_teddy

jon81uk said:

They won't "compensate" for damage, they will either pay costs towards new luggage and replacement items, or they will pay for new luggage. Many airlines just buy you a new case, although it looks like Air Canada favour repairs. Delayed or Damaged Baggage (aircanada.com)

The problem is that even up until now there is no response at all from Air Canada and to be honest I'm not much hopeful. All I have is an automated email saying that a claim has been registered and that was two months ago.

Is there any other door I can knock on to get some help?

twister_teddy

Bumping this old post. Its now been more than 2 months that Air Canada has not responded to the claim I raised despite various follow up emails and calls, they promise that claims team will get back but never follow up. 

If an airlines doesn't cooperate, is there a authority or some sort of ombudsman that I can raise this with?

eskbanker

twister_teddy said:

Bumping this old post. Its now been more than 2 months that Air Canada has not responded to the claim I raised despite various follow up emails and calls, they promise that claims team will get back but never follow up. 

If an airlines doesn't cooperate, is there a authority or some sort of ombudsman that I can raise this with?

Air Canada are signed up to one of the most widely used ADR providers: https://www.aviationadr.org.uk/

sheramber

if the medication in the luggage showed up as some pills on the Xray it could have been suspected to be drugs, hence the search through all the items  in the cases.

It might be  more appropriate to say items were missing rather than stolen.