Air Canada / Rouge – Lost baggage and lies?

My daughter flew with Rouge from MAN to MCO via YYZ on Friday25th, to join me over here for a few days.
The flight was overbooked – they tried to bump her onto a direct MCO flight (which would have been fine) but at the last possible moment, told her she was on the original flight.
At YYZ she waited an hour for her checked bag which did not arrive & by this time was running extremely late for her connection. AC baggage staff at YYZ told her not to worry, the bag would be delivered directly to MCO but to double check on arrival at MCO.

We checked with AC baggage staff at MCO – Don’t worry, they told us, we have a note of it here already & we have located your bag, its still in YYZ and it has been put on the next flight. We will deliver it to your hotel tonight.
Next morning, no sign of the bag – I call AC baggage again, some poor lass in an Indian call centre (I guess) – after detailing all the information (again) about 3 times, we are told – “we don’t know where your bag is”
Me – “but I thought it had been located?”
Her – “No sir”
Me – So when will I receive it?”
Her – ” I don’t know” – “Oh wait a minute, looks like we will deliver it to you today”?
Me – “We are leaving this hotel in 30 mins”
Her – “I need all your new hotel details
etc

Arrive at next hotel, no sign of the bag – call AC baggage again and have to input ALL the same data as I have already done…..
They tell me the bag is arriving into in MCO at 11.30pm and they will deliver it tonight (we are in West Palm Beach, 200 mils from MCO)…

I ask her how this is possible, it’s arriving MCO at 11.30pm and you will deliver to my hotel in WPB tonight??
No, she didn’t mean that – we are suddenly cut off.
Clearly, the bag was not going to arrive tonight so why the lies??

At the ridiculous time of 1.30AM the hotel phone wakes us both from heavy sleep – it’s AC baggage on the line – “do you know what time it is I ask?” – clearly they do…..
I hope you are calling me at this ridiculous hour to tell me my bags arrived I ask? – No he says. We are going to deliver sometime today at your hotel in WPB.

Having already told 3 different people at AC that we were checking out of WPB at 0800 for our next destination, I am now starting to get cross……

another 15 mins of going through exactly the same information as I have been through so many times (but this time at 1.30AM) I am told they will deliver to our next hotel mid afternoon.

At 9.30am, a call from AC – “have you received your bags?”

I said, it’s 9.30 in the morning – you told me mid afternoon – who checks into a hotel at 9.30am???

End of the story – arrive at next hotel & the bag is there….

Luggage label clearly shows that the bag did not even leave MAN until 24 hours after it was scheduled (same flight next day) and actually arrived into MCO on the Saturday 26th at 7.30PM….

Seemingly, lies, more lies & additional lies with a side order of incompetence.
It’s not about the mistake that’s made – it’s how you deal with it…….

I had an awful experience with Air Canada Rouge on the same route (MAN-YYZ) earlier this month, the flight was 14 hours late and the manchester staff were useless and incompetent, not because they were just awful staff, they were just not trained well at all. I am yet to read a good review of this airline and I was most definitely ‘rouged’

As a final note.
My wife and son missed their connection to TPA as the MAN to YYZ was almost 3 hours late.
They are now stuck in an awful airport hotel devoid of a bar or restaurant of any kind and handed a CD50$ voucher and a ‘food to go’ menu (seriously…a delivery menu!)

Their luggage is still in YYZ and will not be released for lord knows what reason so they have no luggage.

They will arrive in TPA 24 hours late……

All in all I would suggest that, as a family, we have had a pretty poor run with AC Rouge……I wish them well for the future because the start was most certainly not Rosy Red!

Bit of a shocker there seasonedtraveller.

Not really cheap and cheerful, just cheap and nasty. Sounds like one to avoid.

Rouge should merge with Norwegian by the sounds of things – call themselves Red-faced Viking or something like that!!

Soulds horrendous, seasonedtraveller

My last post on this subject, I promise 😉

Air Canada Rouge – My daughters 4 friends, heading back to MAN missed their YYZ connection due to the flight from MCO to YYZ being 2.5 hours late.

Today is Thursday and my wife/son’s luggage has still not arrived – missing since Monday.

Rouge flight from YYZ to TPA last night (carrying our luggage) was delayed 3.5 hours hence another days delay.

I have cancelled my return trip with Rouge (as advised by my office) since for me, it’s a business trip & I can’t afford to miss the connection on the way back & have to connect with SAS to Denmark,

I will take another Star carrier (United) on the return.

My family, booked with Rouge, are dreading the return trip to the UK…..

Hi seasonedtraveller
Not sure about anyone else on the forum, but I’d be interested in AC’s response to your complaint/ compensation claim.

On the surface this appears to be a classic example of a legacy airline cutting costs to the bone with all the resultant consequences mentioned above, but not willing to accept responsibility when things go wrong. Rather abdicate bad publicity at the door step rebrand ed LCC entity !