So it started 10 days ago. At the beginning of my family's trip from Japan to North America, their 3 bags got lost after re-check to AC at ORD.

The first bag was found at t+4h in YYZ, and was delivered to hotel at t+1d6h. WorldTracer (WT) record updated.
The second bag was found at t+3d15h in YYZ, and was delivered at SLC (their next destination) at t+5d10h. WT shows bag's flight# to SLC, without any further delivery info.
The third bag was found at t+4d17h in YYZ T1 DOM(!), but wasn't returned to them yet on t+9d. WT still showing 'OHD(on hand) YYZ T1 DOM' for more than 4 days since then. And finally this morning AC agent in Tokyo called my family and said it's now with her, while WT still shows it's in YYZ (sigh)

Meanwhile I had been calling 1-888-689-BAGS(2247) for them, say, every 6 hours, only to find no update at all. I kept sending message from WT without any apparent difference. So I paid a visit to YYZ yesterday (yes I live here), only to find it's off their hands now without any trace. The entire experience itself, and the fact I heard from the YYZ agent was eye-opening. I thought they're worth sharing with you.


This is the routine at YYZ T1 during (what they call it) 'busy periods'

1. Baggage claim area is sweeped once every 24 hours, usually by the night shift. Record updated accordingly usually early in the morning. If you're still in Toronto, they'll arrage delivery by asking Dynamex for evening (5pm) pickup.
   --You cannot expect same-day delivery from AC. If you need them STAT, go get it at the airport by yourself.
2. Only when delivery instruction for next 48 hours (not 24h, could be more for int'l destination) is explicit on WorldTracer, the bag will be forwarded by the 'earliest possible' flight, which often means 24+ hours later. WT are updated with bag's flight numbers, sometimes. Otherwise no shipment record remains at YYZ.
   --They're asking, "where do you want to receive your bag, the day after tomorrow?"
3. If delivery instruction is not explicit like above, YYZ agent will put the bag at 'holding area'. WT updates for such bags are reviewed only every other night or even less often, and WT comments are mostly unread. They never answer incoming calls, and use intercom only. And when they finally noticed and forward such bags, record of shipment never remains in YYZ, just occasionaly on WT.
   --An agent said, "oh there are so many comments in your record! When did you put them?"

Now the issue is not about my family, but the poor telephone operators at Delhi. They keep apologizing to angry customers round-the-clock, keep calling YYZ agent without being answered, and keep sending telex only to be left unread. Imagine their stress. IMO, YYZ baggage desk staff deserve 1-month rotation in Delhi every year, and vice versa.

What can we do to protect our bags, and for those abused overseas employees? Practically speaking, it's the issue of AC/GTAA management. Common issues we discussed during calls to India included:

1. There absolutely has to be more sophisticated management of both baggage and staffs at YYZ T1 .
   
2. There should be enough workforce at YYZ T1 baggage desk to take calls, read telex, and update WT more often than once daily.
   
3. Handheld barcode scanner linked to WT should help all above processes. (Automatic inline scanner is said to be unreliable yet.) The entire tracking system needs overhaul.
   
4. During winter months when delays are quite common, there has to be enough nightshifts of baggage unloaders.

AC management can safely cut costs for cutlery or toilet towels. GTAA agents can do so by dimming lights at underground public transit area. But baggage handling is the third important function at any class of any airlines, after safety and punctuality, isn't it?

How can we flyers effectively appeal to them? I suspect CS reads our emails just as often as YYZ baggage counter agents do.