- A couple claims that Air Canada refused to allow them to remove their bags from a delayed flight.
- Paul Suter and Alyssa Yell state that they were forced to cancel their trip to Mongolia.
- According to the couple, it took them 24 days to receive their bags.
A couple’s plans for a horse trekking trip to Mongolia were ruined when Air Canada allegedly prohibited them from retrieving their bags from a delayed flight, as reported by Global News last Thursday.
Paul Suter and Alyssa Yell had booked a trip from Canada’s Vancouver International Airport to Ulaanbaatar, Mongolia, with stops in Montreal and Istanbul, according to Global News. The couple had purchased fully refundable business class tickets through Turkish Airlines, an Air Canada partner.
However, their flight to Montreal was delayed, preventing them from continuing their journey to Mongolia, as revealed by Global News. Yell described Air Canada’s treatment as terrible and expressed their frustration.
On the day of their scheduled flight, September 1, the couple received a notification from Air Canada about the delay. After checking in their luggage at the airport, they were informed of another delay. Global News published screenshots of their communication with Air Canada regarding the delays.
Suter approached an Air Canada agent to inquire about their connecting flight to Istanbul, but was told it was not possible to make the connection, according to Global News. This forced the couple to cancel their plans for the horse trek in Mongolia.
Yell stated that the cost of the trip was $9,000 Canadian dollars and it was non-refundable. They filed a luggage claim in Vancouver, and eventually received their bags after 24 days, with one bag arriving five days later than expected.
The couple received a partial refund of CA$4,000 for each ticket from Turkish Airlines, but they are still waiting for the remaining refund from Air Canada, amounting to around CA$8,000. They also received cash, travel vouchers, and a one-time travel coupon totaling CA$4,652.67 for mishandling their bags, but Yell mentioned that these compensations do not make up for the ruined holiday experience.
Air Canada plans to expedite the refund process for the couple’s tickets, acknowledging their entitlement to a refund under the Canadian Air Passenger Protection Regulations in case of flight delays or cancellations. Suter, Turkish Airlines, and Air Canada did not respond to inquiries for comment from Insider.
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