catman
Joined: 18 Jul 2004
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 Posted: Tue May 10, 2011 6:26 pm Post subject: Air Canada leaves baggage behind intentionally |
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Air Canada customers are speaking out about the airline's practice of intentionally removing checked baggage from smaller aircraft � to avoid exceeding weight limits � but not telling the departing passengers.
"Their baggage claim agent said it's very common for bags not to get on a flight out of Kelowna," said customer Lynn-Ann Baumeister. "She said, 'We take bags off the planes every day.'"
Baumeister and her husband Roland's checked bags were removed from a flight in February, as they were waiting for the 93-seat Embraer 190 to depart from Kelowna, B.C., to Toronto.
"We had no idea, because nobody told us what they were doing," said Baumeister.
The couple were later told the bags were excluded to keep the aircraft within legal weight and fuel limits, a situation referred to in the industry as a "bulk-out." They ended up without luggage for days while on vacation in Barbados.
"Lost luggage is a fact of life with air travel, and we appreciate that. But, it's not a fact that the bags were lost. The bags were removed from the plane in Kelowna because the plane was too heavy," said Baumeister.
Air Canada would not disclose how often this happens, but a spokeswoman confirmed it is more common at smaller airports, where the airline now uses smaller aircraft to accommodate more frequent flights.
"Bulk-outs usually happen during peak travel periods, during holiday traffic," said Angela Mah. "With a smaller aircraft comes a smaller baggage hold, and that's just the way it is."
"Oftentimes the decision is made at the very, very last moment, and we do our very best to keep our customers informed � but sometimes it just doesn't happen."
Baumeister said they were never told why their bags were chosen for removal.
"My bags were well within the allotted weight and size. I saw people on that plane with carry-on bags that were bigger than my checked-in bags to Barbados."
The couple said they spent several frustrating early-morning hours trying to track down their luggage in Toronto, before boarding their flight south.
They said baggage agents told them the luggage would follow on subsequent flights. They were given a toll-free number to call to check on the status of their baggage.
"That was a very, exceedingly frustrating experience," said Baumeister.
The toll-free number was for a call centre in India, which Air Canada hired seven years ago, to handle customer calls about lost bags. Baumeister said they made numerous calls from Barbados but got no helpful answers.
"There was a language barrier and we were on hold for extended periods of time," said Baumeister.
"Nobody knew where the bags were. We gave the same information endlessly. The same questions were asked. Where did you start your vacation? Where are your bags? What is your name?"
The couple bought bathing suits and other necessities in Barbados. Lynn-Ann's bag arrived two days after she did, while her husband's bag showed up two days after that.
"We just waited and waited for the bags to arrive," said Baumeister. "After they were removed, then they were lost � so it became kind of a mess."
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Do other airlines do this as well? |
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