Vancouver woman shocked as Air Canada flight leads to shredded bag
A Vancouver woman has compensation but few answers after a flight from her hometown to Calgary ended in a tattered checked bag.
Casey Dubyk, 27, flew to Calgary from Vancouver International Airport on September 26 for a work trip.
The marketing coordinator normally only takes one carry-on bag, but before boarding she was told that the volume of liquids in her small gym bag was too much. She checked it instead.
When she and her colleagues arrived at Calgary International, her bag was not there. An Air Canada representative told him it would happen on the next flight and the airline would take his information and deliver it to his hotel.
The bag has been delivered. Kind of.
“I’m like, oh wait, why can I see my highlighter yellow sweater in a closed bag?” she remembered thinking as she looked at him.
The bag had a huge torn hole. Clothing and other items inside, including expensive cosmetics, were also largely shredded. Dark marks were observed on many items.
She estimates that $1,100 in total damage was caused.
“The initial reaction was like shell shock, laughing and then just crying.”
Passengers may be entitled to compensation
A marketing professional — ironically, for a travel agency — Dubyk recorded her opening of the beaten bags in a series of TikToks that racked up hundreds of thousands of views.
She complained to Air Canada, which has since refunded her and granted her a $300 credit.
She says she’s glad the airline reimbursed her for the incident, but she still doesn’t have a clear explanation for what happened.
“There’s a couple people who I assume work in baggage service who commented on the TikTok and they said it looks like he got caught in the conveyor belt and then it’s just [had] a friction burn,” Dubyk said.
She is also upset that no one from the airline gave her a warning or update on the bag before delivering it in such bad condition to her hotel room.
Air Canada, in a statement, said it always strives to handle baggage with care.
“The overwhelming majority of bags are arriving as scheduled,” the statement read.
“Despite our best efforts, sometimes things don’t go as planned and unfortunately baggage can sustain damage, which can occur while passing through airport baggage systems.”
The Canadian Transportation Agency notes that air passengers may be entitled to compensation of up to $2,300 if their baggage is lost, damaged or delayed, and that it is important to file a claim immediately.
Dubyk says this experience has reinforced his preference for carry-on luggage whenever possible.