When you’re travelling, it can be a major hassle if your luggage goes missing, which is why more people are investing in AirTags and tracking devices.
The trackers can show where your luggage is in real time, but it doesn’t mean an airline will use the information if your luggage goes off track.
An Ontario family who travelled to France in August says their luggage didn’t make it onto their connecting flight due to a delay and missed connection.
“I was worried about the luggage; I went straight to customer service and asked if our luggage would make it,” said Marie Vasilou of Toronto.
When Vasilou and her family arrived in Paris, they went and waited till their baggage arrived, but unfortunately it didn’t make it. The family flew with Air France.
Vasilou told CTV News she was thankful she had a tracker in the suitcases and was able to see where they were, but when they spoke with the airport staff, she said they weren’t interested in their tracking information.
“They would not use our AirTags. They would not confirm where the luggage was,” Vasilou said.
Three suitcases were deemed lost in the system, and two were eventually found.
During the trip, Vasilou could see the third suitcase zigzagging from one airport to another, but no one would get it for her.
“It went from YUL to YYZ, to YUL to YUZ to YYZ to Paris, then YUL,” Vasilou said, referring to Montreal’s (YUL) and Toronto’s (YYZ) airport codes.
At times during their trip, they knew the suitcase was less than a kilometre away from them at the airport, but still no one would retrieve it for them.
“I speak to customer service online on the phone. I keep telling them we know exactly where the luggage is. Just use the AirTags, and they won’t. I’m beyond frustrated,” said Vasilou.
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According to travel expert Barry Choi, even if you can tell airport staff where your bag is, they may have to follow their own barcode systems, and they might not be allowed to physically hunt for your luggage.
“Even if you have an AirTag or tracker on these airlines, it’s massive,” Choi said and added “even if you provide all the information, there is a bit like a broken telephone that can happen at the time. Who knows where that information gets transferred to and if it gets to the right people?” Choi said.
CTV News reached out to Air France regarding Vasilou’s matter, and while we did not get a response, not long after Vasilou’s suitcase was found and returned to her.
Gordon said this has been very frustrating for her, and she is still seeking compensation for the ordeal but was glad to get it back.
