[jpcal57]

I am appalled at the level of customer service provided by one of the customer service baggage agents at YYZ. After being told that they did not know where my luggage was located, the agent proceeded to tell me that the reason why my luggage was delayed was because the computer told him that I checked in last minute. However, according to the ticketing agent where I originated,I was within the allotted time to check-in although it was close to the cutoff.

The baggage agent at YYZ also told me that I should be responsible for paying for delivery of my delayed luggage once it arrived and that I should give him $20 cash for having my luggage delivered to my hotel! This is the first time I have been told I needed to pay for delayed/lost luggage.. let alone a cash requirement from an airline. Either this is standard or something unethical is occuring. I was more than willing to pay the fee via my corporate credit card, in part because of the great service I had received from the ticketing agent in MKE who was very accomodating.

I was not overly upset that my luggage was delayed, until I talked to this person who essentially blamed for having my baggage delayed. I decided I did not want to pay this person for delivering my luggage and would rather drive back to the airport to pick it up. Horrible service from this person!

[mars6423]

pretty sure that the agent was going to hold your luggage hostage till you paid, you shouldnt have had to pay $20 let alone on cash, he just wanted extra cash and probably has been telling other customers/flyers the same thing to put extra $ in his own wallet and defrauding people

id complain and give the airline the name of the employee

[jpcal57]

Good idea, I put in a complaint on their website. Although I didn't catch the name of the person. He was the guy who entered in my report, so I'm sure they should be able to track that information.