Lori Harito, 35, flew from Toronto to Heathrow via Montreal on June 20, only to find her luggage missing upon arrival. Air Canada staff initially informed her that her bag was lost, leaving her with no clothes for her trip.
After being directed to the lost baggage desk, Harito was told her bag was 'somewhere in the airport' but no one knew where. It later emerged that her luggage was put on the wrong flight during her layover in Montreal.
Forced to travel to London with just the clothes on her back, Harito waited a week without hearing from the baggage service. She then returned to Heathrow to search for her bag herself, spending three hours wading through piles of abandoned suitcases at the lost luggage department.
Air Canada sent her a $60 coupon for the lost luggage, but she noted it cost her $75 to check the bag in. Since arriving in the UK, she has had to spend a fortune on clothes and has been told it may take months before her bag is located.
Harito said: 'The customer service people at the luggage terminal told me they have thousands of bags to process and deliver. I still don’t have my bag, and you can’t even get through to Air Canada’s customer service line anymore.'
