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Air Canada Appeals Decision to Compensate Customer for Lost Luggage Expenses
Recent events have brought significant attention to a customer service dispute involving Air Canada. Alaa Tannous and his wife Nancy experienced a frustrating situation in 2022 when their checked luggage was lost during their flight.
As reported by The Street, the couple received their luggage back within 24 hours; however, Tannous sought reimbursement for essential purchases made during the period when their bags were missing, which amounted to several thousand dollars.
In a ruling, the Canadian Transportation Agency (CTA) mandated Air Canada to pay Tannous a total of $2,079 CAD (approximately $1,440 USD) to cover costs related to the delayed luggage, despite the airline’s initial rejection of Tannous’s claim. In a surprising turn, Air Canada has decided to challenge the CTA’s ruling by taking the matter to Federal Court.
Tannous expressed his disbelief regarding Air Canada’s actions, describing the appeal as shocking given his long history as a loyal customer. He remarked, “It’s disappointing to see the airline, after all the money I spent with them over the years, appealing a $2,000 claim.”
Initially, Tannous had requested $3,435 CAD (around $2,382 USD) from Air Canada for the necessary purchases but was instead offered a mere $250, a solution he found unsatisfactory.
Court documents revealed that Air Canada disputed Tannous’s expenses, asserting that they were excessive for the brief duration of lost luggage. A statement released by Air Canada on LinkedIn noted that the couple’s baggage was delivered to their hotel in Vancouver less than 24 hours post-landing, specifically on May 26, 2022, at 9:15 a.m.
In detailing the expenses, Air Canada claimed Tannous had spent $570.12 CAD on toiletries, skincare, and makeup; $1,121.86 CAD on clothing items; and additional amounts for lingerie and sleepwear. Notably, after receiving their luggage, Tannous attempted to expense $433.61 CAD for sneakers and $1,310.40 CAD for a custom suitcase.
However, Tannous countered by citing that he and his wife had left their hotel early in the morning before they could retrieve their bags. The additional suitcase was intended to return the replacement purchases back home, but the compensation provided by the CTA was insufficient for their needs. He indicated that an Air Canada employee previously assured them they could claim “a reasonable amount” for the missing items.
Reflecting on the ordeal, Tannous stated, “They couldn’t even track the luggage, if it’s in Toronto or, like, on the way,” leading him to believe it may have been permanently lost.
Per Air Canada’s own guidelines, the airline promises refunds for “reasonable expenses” for essentials—including clothing and toiletries—upon verification through receipts. Despite this, the airline continues to assert that Tannous’s claims were not properly justified.
According to reports, Air Canada has a maximum compensation limit of approximately $2,400 for issues related to lost or delayed luggage. Tannous voiced his frustration over the situation, stating, “I believed in the system, which is my mistake… It has to be changed.”
Source
www.yahoo.com