Damn and Blast

I've just landed in London (UK, not Ontario) a few hours ago and on unpacking a couple of hours after the fact I find that one of my suitacases has had the lock ripped off and I'm missing some clothes. I'm here for 2 1/2 months and can't afford to replace anything, not at London prices. What I miss the most is a brand new pair of expensive black Levi jeans. I now only have two pairs of pants to last the rest of the trip and I'm so mad I could kill someone. Cannot, of course, get hold of Air Canada and I see online that they require the receipts for any missing items. Like I travel with the receipts of all the clothes I take with me? I don't think so.

Okay, so it's not the end of the world but I am one very unhappy, angry and jet-lagged camper right now.

How annoying. You are the second person I have come across within 24 hours who has had a problem with items being removed from a suitcase after checkin. The other one had duty free cigarettes purchased as a gift on the outwards journey removed from a locked case on the homeward journey.

I too got a suitcase emptied of everything that had an original value of $10 when I flew Air Canada into Montreal.Hmm!

Not the same quality, but there are plenty of shops like "Poundstretchers" that sell cheap items, enough for your holiday needs. Also try charity shops - in these days of economic woe, many high quality clothes can be found at low prices, some still in their packageing.

Dave

Oh poop! That is so irritating---while you can somehow replace them, it ISN'T THE SAME!!

Sorry to hear about your airline problems. Unfortunately, its just too many people travelling. Prices are down but the service is terrible. Airline travel use to be pleasant. Its not anymore. Best of luck.

For good, cheap clothing try to find a branch of Matalan. You obviously have Internet access so you might find a branch near you.

Sorry all, but I'm still ranting:

I'm still getting nowhere with Air Canada; my travel insurance will cover the jeans, but only at the original price (fair enough) so I have to wait until I get home to make the claim. But, they HAVE to have an Air Canada incident number, and it's like Air Canada doesn't exist here. The number in the London phone book is for AC personnel; they said they'd get someone to phone back. No-one phoned. So I phoned them again, and they gave me two other numbers (there is no administration number or anything remotely resembling customer service at AC in the UK). Those two numbers turn out to be baggage/cargo, who said it wasn't their problem and information, which does not answer. I have tried the last one constantly for 2 days now, no answer.

I got hold of the Air Canada complex in Middlesex - who will only give me those two useless numbers. I asked for a supervisor and was told someone will phone me back - yeah, sure, like I was told on the day I landed. I only have 7 days to report this to Air Canada and I'm already in day 3 and can't get hold of anybody.

I will probably have to get a pair of cheap jeans to see me through the trip, but, as Lor said, a replacement isn't the same and I only want Levis so that's going to have to wait until I get home. The extra I paid for the enhanced insurance is more than the jeans cost (but I'll feel somewhat vidicated if I get some sort of compenaation). Thanks folks, for the names of the cheaper places to look for stuff.

I could almost forget the loss if only I could get some joy out of Air Canada - like contact of a helpful sort. I don't expect that's going to happen any time soon, so I will be boycotting Air Canada from now on (unless it suits me not to, and I can't see that happening). All this phoning (2 hours this morning on one call alone), other than the collect call to RBC, who put me through to a toll-free number in Ontario, who put me through to another toll-free number in Ontario, neither one of which could or would help, is costing a packet because local calls here in the UK are chargeable to your residential line. There's no such thing as free local calls, so I'm running up a large local residential bill. I can't make any more plans to go anywhere else until this is sorted out. This is a molehill turning into a mountain, as far as my blood pressure is concerned, as it seems so minor compared to, say, Waltzingmatilda's loss on her big trip recently. But it's bugging me, big time.

Snarl.....

Edited by: Watsoff

Hi Watsoff,

Welcome to London!! I am in SW London, near Heathrow, if there is anything I can do to help, or if you'd like to meet up let me know. I shall PM you.

Watsoff,

Have you tried sending Air Canada an email through their "customer care" send a message page?
A hard copy letter would be better proof, but this might get the job done for you as far as meeting
the 7 day time limit for claims. I'd send more than one email to make certain they got it. Maybe even
send one daily until they reply. Below is UK address detail for FAX and hard copy mail, probably
should do that for the record just in case. Before you complete each page of the customer care send
a message email form at Air Can's website save a pdf file of your entries through the print function on
your web browser. Seems like there should be a claim form available on-line, but I sure can't find it.
Don't get angry, get busy!

For comments, compliments or complaints:
Air Canada Customer Relations
Radius Park
Hatton Cross
Middlesex
TW14 ONJ
UK
Fax: +44 208 750 8495

Thanks BacHien - I looked at the AC web site and found the info you sent - but of course they couldn't/wouldn't help - they gave me the run-around, then the baggage number, the one I phoned twice before who said it wasn't their responsibility. And promised to get a supervisor to phone me back, which hasn't happened yet, of course. I had thought of sending a hard copy letter but wasn't sure it would arrive in time.

Anyway, success at last!! I was getting ready to go out to Heathrow yesterday afternoon, and then on to Hatton Cross if necessary, to see if I could get any joy in person, but decided to try the baggage/cargo number one last time. And bingo! The chap who answered listened, commiserated, took details, and gave me an incident report number. So, I can claim from my insurance when I get back Why oh why could that not have been done on day 1? We've racked up nearly 7-8 pds worth of local phone calls, which, being free at home, I resent paying, big time. When I get back I will write to AC in Ontario - and tell them they owe me for the phone calls. Of course they won't do anything about it but I can vent my spleen in a letter. Might even send one to Hatton Cross as well.

Now all that is left is to get some replacement jeans to last the rest of the trip. I am going to a couple of the cheap places today - saw some Levis at Brent Cross Shopping Centre yesterday, but no black ones, which is what I'm after, and over twice the price. So, will replace Levis when i get home.

And thanks everyone for helping me keep my sanity. MsMitty - I've PM'd and e-mailed you.

A souvenir I want (but won't get made, I'm sure) is a t-shirt that reads 'Air Canada Sucks'. Isn't it ridiculous how, in retrospect, such a small matter can set one off?

Edited by: Watsoff

watsoff - we missed each other last time you were in London more than a couple of years ago. (go_2 is new name for goldenoldie).
Maybe we can meet up this time round, if yo have time?
See your PMs for my telephone no and email, etc..

Don't fret. The primary purpose of travel is to allow a vent for bitterness to express itself at its inevitable trivial inconveniences, saving the mind from the madness that might ensue if directed toward real life grievances such as:

Be Still, My Soul, Be Still

Earth and high heaven are fixt of old and founded strong.
Think rather,-- call to thought, if now you grieve a little,
The days when we had rest, O soul, for they were long.

Men loved unkindness then, but lightless in the quarry
I slept and saw not; tears fell down, I did not mourn;
Sweat ran and blood sprang out and I was never sorry:
Then it was well with me, in days ere I was born.

Now, and I muse for why and never find the reason,
I pace the earth, and drink the air, and feel the sun.
Be still, be still, my soul; it is but for a season:
Let us endure an hour and see injustice done.

Ay, look: high heaven and earth ail from the prime foundation;
All thoughts to rive the heart are here, and all are vain:
Horror and scorn and hate and fear and indignation--
Oh why did I awake? when shall I sleep again?

A E Housman

With this demand, AC clearly thinks it reasonable that persons travelling with their airline - on receiving a gift, should demand a receipt. Oh - how tremendously couth !

I have read posts that stress not to travel with items that were gifts.
However, what if said item was gifted expressly for your travel ?

And I have read some posting not to pack what you don't want to lose.

That seems to make sense too – until you get into the reasonableness of it.
For few can afford dual wardrobes and dual home content.

I realize that most businesses have to watch their costs, even more so – i.e. delete one olive from dinner plate and a huge cost overall results - and undoubtedly there would be many who would report they lost $1,000.00 when in truth it was closer to $10.00.

With Watsoff’s loss however, I know her loss is quite true.

But can AC really stand on – legally – that everyone must have receipts for all that is packed. Think of the years of length of use for some items and also the gifted items - there are all kinds of celebrations during the year on which one can receive gifts. I don’t see how they can legally stand on that. But on the otherhand – who wants the stress of tackling them. I surely don't.

Mind you, a Class Action would do wonders and force a legal change in the airline industry – at least for Canada. That’s recently happened in Canada with persons of large proportions and not being charged double.

I am so sorry because I know how you feel having had the run around from my insurance when i had my camera stolen in ecuador and then was hospitalised. They have finally paid the hospital bill but they also want proof that i own everything. With a camera that is not surprusing but with underpants etc? It seems every insurance these days wants proof of everything which is ridiculous.
I once landed in London and my luggage was delayed with thai international for three days and i had the same run around. I will be arriving from south america withj british airways and from their past record with terminal 5 I don´t expect anymore. I have also had trouble contacting qantas from overseas. It seems to me that these so called international airlines , once you eave home, just contract everything out. Good luck anyway.

Hi all: I just got an unexpected e-mail from Air Canada - with no mention of Air Canada in the e-mail address so I nearly blew it away without reading it - from the supervisor who was supposed to call me back last week. She just said no-one answered at my end. We have an answering machine, she could have left a message. Anyway, I called them back but the office was closed, I suppose, as it was Saturday. No mention of office hours on the automated switchboard, of course. I answere the e-mail, somewhat scathingly but not as brutally as I wanted to, and will just have to wait and see if I get a response. I also threw in that I want compensation for the cost of all the telephone calls - I doubt that will come from RBC, it's Air Canada fault, if anyone can be at fault, and I'm not really fussed about them but I want Air Canada to think I am. We have proof of the calls, to the penny. I am really curious as to why my bags were labled 'stanby' as well. Bet I don't get an answer to that one, but like a dog with a bone, I think I'm going to harrass them until I get some kind of answers - to something, anyway.

So fare the insurance company has been the helpful party here .... they were the ones who put me through to Air Canada in Ontario on the toll-free that doesn't work from here, but of course Ontario AC wasn't interested.

Luckily I do have the receipt for the jeans as I only bought them a few weeks ago, and the MC bill, that RBC requires. They only asked if I had a receipt because I told them the jeans were brand new, which they were. And the claim form has been sent to my home address, so will have to wait until I get home. It's the hassle with not being able to get any help from Air Canada that pushed this rather minor (but expensive for me) incident over the edge.

I nearly choked when I went jeans shopping the other day. The nearest equivalent to my lost ones start at 75 pds stlg and the closest one to mine (they don't carry all the styless here) was over 80 pds stlg. Mine cost $70 plus the tax (extra). Gad, I even saw some at 110 pds stlg. I'm off to one of the cheaper places to pick up a cheap and nasty to tide me over. Probably won't last until the end of the trip but at least I will have a change of pants.

I did ask AC why they don't operate like other decent international airlines, using Air New Zealand as an example. I had a backpack zipper ripped off on an Air New Zealand flight to Samoa, and lost a couple of old t-shirts as well. I didn't care about the t-shirts, but I needed a functioning bag to carry me through the trip and on to Tonga. Air New Zealand office almost fell over backwards to help but when it was learned there was no sewing machines heavy-duty enough on the island to repair a backpack zipper, they handed over 100 tala without a word so I could buy another bag. I did, with money left over but Air New Zealand wouldn't even take the change back. And I kept my backpack and had it fixed in Vancouver at no cost because it was one of those 'guaranteed for life' sort of things. I know in these economic hard times they have to be more careful, but they could at least answer the bloody phones!

So sorry to hear of your frustrating plight.....

Yes, indeed, in these economic hard times and less people flying (cos they ain't got the money/fearful of job loss, etc), you'd think the airlines would be bending over backwards to give good service......

But anyway, there's also Primark in London, which do cheap and cheerful clothes.......

Also, try the markets.

Large needles for canvas are readily available to those with the gumption to use them. Would come in handy too if you burst your cheap replacement jeans.

I prefer and always pack duct tape - for me, it has held together sandals, hems, bags and many other etceteras.

qantas has been just as bad answering the phone when I try to contact them re changing dates on my ticket and my aussie insurance has been absoutely useless. I do sympathise and it is no wonder there is phone rage these days. mostly in things international service doesn´t exist these days. I am impressed with what air New zealand did for you but that may just have been the friendly samoan office!

w.matilda - don't fret about T5 at Heathrow. Their baggage handling has beenn pretty well sorted out now and they don't lose more than a 'normal' terminal (which isn't saying much, I know - but still....)

I found some cheap jeans!! Hopefully they'll last until I get home ... worn them once and they've already "kneed" and the zipper is a bit dicey, but they are wearable. Got them at a Primark, a great place for budget clothes (of dubious quality, but what the hey) and if they fall apart, no big deal.

Yep, waltzingmatilda, it probably was because the ANZ staff member I dealt with was a friendly Samoan. Pity western personnel can't be as friendly, but obviously ANZ does/did have some kind of customer service policy in effect, something these other airlines decidedly lack.

LOL Liamh, I often carry duct tape but on the last tropical trip, when I actually needed it, the entire roll had melted into itself in the humidity and was fit only for the dust bin.

Had a great outing yesterday with go_2! Must do it again.

Good to hear you now have some 'sort of'' replacement jeans.
However, with the duct tape - mine couldn't possibly melt. Has been through lots of heat and humidity. I asked O - apparently there are many types thus I will bring some to share, next time I visit.

During our Christmas - storm mess here in Victoria last year, when I made 3 trips out to the airport until finally getting off, Westjet not only took care of the costs (times 2 in an airfare credit), but had the best trained personnel on the phone. They must train their staff, because every individual knew how to listen, commiserate, and resolve a problem. Can't ask for more than that, in my opinion.

Only tenuously on topic, but I would like to comment on a pair of Tilley trousers, that normally cost around $120, presumably because they are "guaranteed for life", although that would put the company out on a limb for very few years since only retirees buy them.

Mine I bought at The Salvation Army for $3, and wore them for all of last winter, walking 6 miles a day. The trouser leg-ends were noticeably frayed by winter's end, but otherwise they held up stoutly.

For $1.50, in a dollar store I also recently bought China's answer to the Tilley hat, which sells for about $95 (or did before the depression). The Chinese version is flimsier, no doubt, but as wide-brimmed and still quite nicely made, with all the metal vents of the original, and a sturdy adjustable under-chin strap against the wind. You can even use the side grommets to button up the brim sides, should the fancy take you to stylishly impersonate an Australian soldier of WWII.

Air Canada in Montreal is now involved in this ridiculous spat. They will compensate only up to $45 or $45 GBP - what the heck does that mean? It's either GBP or $$ but I bet it's open to interpretation and whatever one makes of it will probably be opposed by AC. They will not touch the telephone costs due to lost baggage. This isn't a case of lost baggage, as I've told them countless times, the telephone calls are due to their lack of customer service. I didn't really expect them to cover the calls but want it on record that I am right royally pissed off. I will probably have to wait and replace the pants when I get home and get the cost back from RBC. I keep having to write back to them to clarify an ambiguous point, which just about everything they've written/offer is - ambiguous, that is.

On the upside, AC Montreal is upset - or so they say - over the lack of customer service at AC in London and will be 'looking into it.' As well, they have no idea (figures) why the bags were sent on standy so will be looking into that as well. I don't expect to hear the outcome, if any.

Good thing I don't wear Tilley stuff, that would be irreplaceable and AC requires the signature of a notary whatchamacallit if an item is over $150. Anyway, Air Canada still sucks, IMO, and I will not replace good, new Levis with anything of lesser quality. I saw Levis at the Camden Lock market yesterday, black (but with button flies, which is not an option), and still way over ACs offer.

Weather has been glorious but is changing today.

I had a shirt thorned due to a pin in my airplane seat. The head stewardess saw it happening and made a report.I would be contacted but nothing happened. It was a KLM flight from Shanghai to Amsterdam and it took like 5 months to solve the problem. I didn't have the bill of the shirt, so wouldn't get any money, even in this situation due to lack of maintenance/control of their aircraft seats and with a report from the head stewardess. So the shop where I sometimes buy nice stuff predated a bill of a new shirt I bought there and I got the money back. This stupid rules obligate us to lie and look for people to help us lie....

Don't bother changing to another carrier if this one offers you the best ticket price, because at the end they all do the same.

My advice: do as if anything happened and proceed with your trip as planed or else next to loosing your stuff you will also loose your holiday and that would really be a waste.
good luck

If you are coming to the Netherlands, let me know I can meet you and show you around. Take care

Thanks anamore - I've always wanted to visit the Netherlands, and if time permits (I have obligations here I must attend to) I will certainly let you know. That would be fun!

Air Canada is on the brink of bankruptcy... Again.

This time we're hoping the feds WON'T bail them out and they'll be done. 34 million Canadians are praying for this every night.

So sorry about your clothes... That sucks.

I didn't know that islandboi - keeping fingers crossed something happens to them .... something nasty. I should have stuck to the SP - AC doesn't go there, so I wouldn't have had this problem.