✅ Trip Verified
| Hong Kong to Columbus via Toronto. We reached Toronto and flight to Columbus was cancelled due to snowstorm. That is when it took them over 4 hours to get us to a hotel. In that time the agents acted as if they had never handled a similar situation. There was no one in charge, or not, who could tell us anything for over 2 1/2 of those hours. I was assigned next day to the very next CMH flight. I asked about my luggage and was assured it would be on that flight. It was not. I filed a claim at CMH, and later was told it was lost, so I filed another 3 days later. The flight to Toronto was on the 12th of January, and it is now February 11th. I have called the lost baggage line multiple times over this period, and no one has taken any action that led to finding my luggage. It was obvious that there was no plan on their part to try to find it, as no one at any time has been able to tell me where it is. One agent tried to track and said he thought it was put on a flight to Pittsburgh on the 13th of January, stayed there 5 days, and was sent by protocol then to Montreal. I asked them how to contact Montreal baggage center and he said that even agents can not call them in Montreal, they can only email them. He stated that he would, nothing happened. I begged another agent a few days later to do something to locate the luggage. He seemed genuine in his concern, and said he would do a thorough investigation and get back to me in 2 hours. He did not contact me again. I had many souvenirs from Hong Kong and gifts from friends as I got engaged on the visit. I feel their system is set up to only deal with the ordinary travel situations. They have given no priority at Air Canada at all to helping passengers in a situation in which they send their luggage to the wrong place. The agents on scene in Toronto, and the leased agents they had in Columbus were at times disrespectful to us. The agents who knew what they were doing or were kind operate in an airline that shows no respect in these situations, and has not once reached out to me to help in correcting the situation. The only contact has been initiated by me. I believe their policy is "let them complain, eventually they will go away!" In this instance they are wrong. I will seek out every way I can to give them reviews like this one until someone listens to me.