Thread by @tedh13

Allow me rant for a minute or two about @AirCanada and #CustomerService or more appropriately the lack thereof. I returned from a visit to Phoenix, arriving at #YUL at 12:45 a.m. My checked suitcase arrived on the baggage carousel at around 1:15 a.m. /1

My golf clubs, which @AirCanada knew had not made it onto the plane as soon as it backed away from the ramp in #YYZ were nowhere to be found. So, after virtually every other passenger had vacated the terminal and were on their way home, /2

I was lining up with 4 other passengers at the @AirCanada baggage counter to make my claim for my lost golf clubs. I patiently waited my turn to make my claim. The agent completed my claim and assured me that because there were 12 flights from #YUZ to #YUL later Tuesday. /3

I gave my office address so that there would surely be someone present when the delivery would arrive. Alas @AirCanada didn’t deliver my clubs as promised on Tuesday. Nor, did they arrive today, Wednesday. I received a call at 6:00 p.m. today /4

Telling me that @AirCanada had my clubs at #YUL and that they ‘hoped’ to deliver them Thursday. So, rather than waiting for the ‘hoped’ for delivery tomorrow I said I would drive to #YUL to pick them up. /5

So I schlep out to #YUL to pick up my clubs. I brought my bag tag as well as the claim check I had been provided on Tuesday at 2:00 a.m. i waited in line for 30 minutes and then handed over my claim to the attendant. He left his post and came out into the bag claim area /6

Asking me if I had checked in the claim area for my clubs. I found this disturbing. Why on earth would my golf bag be left unattended in the open bag claim area? Is this how @AirCanada cares for passenger’s lost bags? /6

Indeed it is. There is no security in the open claim area at #YUL. So my golf clubs, worth about $3500, were sitting, without any surveillance in the baggage claim area. They could have easily been stolen. #Sad /7

My observations? Airlines know when your bags didn’t follow you onto your flight. Why don’t they have the decency to page those arriving passengers whom they know won’t have their bags so that they don’t have to needlessly wait an hour for no reason? /8

Finally to the agent who called me this evening who was helpful and empathetic who offered me a discount on future travel on @AirCanada you seem to have lost my email address. Perhaps your social media colleagues will DM me so I can provide it privately. #CustomerService #Fail /9

Thanks for listening. #Goodnight /End