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Air Canada

Air Canada review: Lost and found

J
Author of the review
11:25 am EDT
Verified customer This complaint was posted by a verified customer. Learn more
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On August 5, 2023 my wife Mary Kathryn Gibson and I boarded flight AC8114 from Yellowknife to Edmonton. I lost my billfold in the process of deplaning in Edmonton. I was told to contact AC Lost and Found which I did but was told if I left it on the plane, that the plane I was on had already departed. With some flight delays were able to complete our return to Seattle - Booking reference: 3PQVQS. We spent one night in Seattle and the next morning departed for our long drive back to Florida. While driving back we received a voice mail from Air Canada indicating that my billfold had been found and was awaiting pick-up in San Francisco. This is the transcript of the voicemail.

"Hello James this is Augusta calling from Air Canada in San Francisco. You came off of your flight and left your little wallet that has your Travelers ID and some money in (and) your vaccinations card, so you can pick it up at our ticket counter in Terminal 2 on departures level. Okay. Thank you. Bye, Bye."

I immediately returned the call and spoke with Augusta who went over with me what was in the billfold. I told her that we were already driving home from Seattle and asked if the was a way it could be mailed to me at my home address. She told me that there was a process for doing that using Chargerback and I should initiate that via Air Canada's Lost and Found. I was thrilled that it was found and said I would do that and pay any postage fees necessary.

After submitting a claim the only replies I received were statements that Air Canada was "still looking for it."

I was confused and called Augusta back who seemed to indicate that it was still in her office but then exclaimed "it's gone!" without any explanation. I subsequently called her back multiple times and she never answered or returned my calls. I made a revision to my claim when I realized that a $4000 Canadian refund check which had been given to me by Weber Arctic was also in that billfold along with the other items and approximately $300 US. The check was not cashed and Weber Arctic indicated they will re-issue it to me. However the other items are apparently still missing. I remain confused by how and lost item can be found and then lost again while in the possession of Air Canada. I would like a credible explanation for this series of events. We have flown with Air Canada in the past without issue but this has diminished our respect for your services.

[protected]@gmail.com

Lost Report ID [protected]

Desired outcome: Return of my billfold, papers and cash

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