Originally Posted by Mauricio23

Today I accompanied my in-laws to check-in for a YVR-SFO flight (they had a travel agent do the booking for them and got scrouged).

The check-in agents were weight-checking all bags and carry-ons, and directing passengers with excess weight to redistribute contents. The family in front of us had excess weight on both their checked luggage and their carry-on. They argued that they were in compliance with Emirates' allowance, which was the most significant carrier on their trip, but the agent shot back "it doesn't matter - these weight limits are a federal law. Air Canada doesn't make the rules". And then "these rules are there to reduce the number of carry on items".

When it was our turn, one of the carry-ons was overweight by 2 kg, so my father in law took out his three kg laptop bag from it and carried it as his personal item. I pointed out that applying the rule had just resulted in *increasing* the number of carry-on items on the plane while not reducing weight by a single ounce (as it does every time I travel now). The agent's response was again "It's federal law. Air Canada doesn't make the rules". I replied "You and I know this is not a federal law. It's an Air Canada rule, and it was even published as such in national newspapers a few weeks ago." She cut off conversation with an "I don't care - I don't want to get fired."

Enforcing rules is OK - no one expects otherwise from a front-line agent. Telling outright lies to cover up for a lousy corporate policy, however, is inexcusable. If anyone at AC is interested (surprise me), I can provide information on the time of day and specific check-in position she was working at.