Horrible Airline. They broke an entire corner off of my girlfriends suitcase when she checked her luggage. It was an expensive $900 Rimowa suitcase that was smashed to bits. (Please see pictures.) When we approached the baggage department the lady at the counter was relatively new and after waiting for an hour of her trying to reach someone to help her process a claim, she couldn’t do it. Not only was it a waste of our time, the problem was never resolved. She then asked us to reach out ourselves.
After cycling through their frustrating and terrible automated voice services for almost 2 hours on the phone, we were told they couldn’t replace the bag because the claim wasn’t made within 7 days. This was never made known to as from the baggage counter as they are probably finding ways to doge any type of responsibility. My girlfriend tried calling in from Japan and this guy named Murata was the worst. Really unfriendly and unhelpful. I would have preferred if they routed me to the DMV. In the end Air Canada cost time AND money and still REFUSED to rectify the damage that they caused.
