Sacha C.

This review is about how poorly Air Canada manage the delayed luggage. I flew from Montreal to Phoenix via Toronto. Toronto-Phoenix is a line highly demanded but we flew on a very small plane: there was no room for cabin luggage that were sent to luggage bay. And my checked luggage did not make it to Phoenix.The Air Canada employees (Erin and Tarpan) in Phoenix were very reassuring. It was monday 11:30pm and they told me that the luggage was still in Toronto and will be delivered at home tomorrow morning. On tuesday morning, no bag was delivered and I phone to customer service: they told me the luggage was not even located and the employees of AC at airport told me this just to see me disappear. LESSON 1: Never trust an employee from Air Canada.On wenesday, 48h after the lost of my luggage, I phone back to customer service and the status of luggage was still "lost". I took the name and number of the employee and asked to speak to his supervisor. The supervisor called me back 5 minutes later to tell me that the bagage was found in the meantime. LESSON 2: Never think that Air Canada is doing its best to find your luggage. Call and call back and take employee numbers and names and ask a supervisor, and THEN they are doing their best. I spent 500USD that day to replace some sporting goods in the luggage, but the supervisor gave me only 200USD of compensation given that the bag will be delivered on flight AC1837 the next day, on Thursday, at 12:13pm. The delivery at home could take 24h, so I said I will come to the airport. The worst of the story starts here.At 12pm, the status of my luggage on "world tracker" website (that gives you the status of your bag) was still indicating that the bag was on flight 1837 that left toronto at 8am. I came to the airport and surprisingly (or not), the bag was not there. An employee (I took his name and number) told me that the status of the bag changed 15 minutes after landing of flight 1837: the status is now that the bag will arrive at midnight, via flight 1835. LESSON 3: Never trust world tracker website: even if the bag is not on the plane, the status indicates the opposite even after landing of the plane 4 hours later! The incompetence of the employees makes this website useless.At this point it was impossible to trust anyone from Air Canada as it was the second lie about the arrival of my luggage. I asked explanation to the employee and he showed me on his computer that my bag was a rush bag (a bag delayed due to no space in the plane, remember the plane is very small). QUESTION: Why Air Canada did not tagged my delayed bag as urgent (72h delay at this time) as they are supposed to do with delayed bag? I finally got my luggage on friday at 1am after coming 12h later at the airport. I deeply regret to have already booked my next trip to Australia with Air Canada. I will have 2 bags, and it looks like that 1) some planes are clearly too small on some lines and 2) they poorly manage the lost bags and they are far from doing their best to forward them to you, and sometimes use lies to get rid of you. Need another proof of incompetence? On the way back, same line (Phoenix - Toronto), same ridiculously small plane, there was not surprisingly no room for my cabin luggage, and it was sent to luggage bay. But they put the WRONG name on the luggage tag! I saw the name of another passenger on the tag and had to quickly ask to put the RIGHT tag on my luggage unless it would be lost somewhere. LESSON 4: Always double check what employees are doing, and ask proof when they said they did the things well.

I submitted a review one month ago where I was saying that FlightHub changed my flight (2h earlier) which made the end of my holiday very uncomfortable.

Right now, I had another big issue that confirm the fact that FlightHub is one of the worst travel agency you want to book with. I bought a WestJet flight with them, and westjet is very cheap in bike luggage fees, that why I always travel with them. There was no other informations on FlightHub website. But when I arrived at the Airport, big surprise, the flight was in fact operated by Delta Airline, a company with huge bike luggage fees (150$).
Yesterday I spent hours on the phone with Delta Airline and Westjet, but the answer was that it was not their fault, as FligthHub missed to provide me all the important information regarding the flight.
Today, I spent one hour on the phone with FlightHub, talk to 2 agents, and finally, they just said they do not want to reimburse me but I can send an email to complain (in other word, and can send an email that will finish directly in the trash).
It was my first booking with them, and I had two very bad experiences (on the outward flight and the return flight), so NEVER book with them again!

Attached are two pictures: one with my electronic ticket delivered by FlightHub that just indicates that I have a Westjet ticket. The other one is my boarding pass that I get at the airport where the name of the operator mysteriously became Delta Airline.