Airline passenger says her luggage has been missing for almost a month

  • A passenger traveling from Atlanta to Copenhagen via Toronto says her luggage has been missing for 28 days.
  • Nancy Gaines told Insider she spent hundreds of dollars on phone calls trying to find the bags.
  • Gaines and her mother are now back in Atlanta, but their bags have still not been returned to them.

An airline passenger who booked a flight from Atlanta to Copenhagen via Toronto says her and her mother’s suitcases have been missing for almost a month.

Nancy Gaines told Insider she spent hundreds of hours and dollars making international calls to both Air Canada and KLM to track down the missing luggage.

Gaines said she planned to take a 14-day cruise with her 80-year-old mother departing Copenhagen on June 22.

But when Gaines and her mother’s maiden flight to Toronto Pearson International Airport, operated by Air Canada, was delayed on June 21, the couple missed their connecting flight to Copenhagen, operated by KLM.

Gaines said Air Canada had rebooked them on a flight departing the next day to Bergen, Norway, where the cruise would stop. However, when they arrived in Norway on June 23, they found that none of their bags had made the journey.

An Air Canada spokesperson told Insider they were only dealing directly with customers, but said the airline was “working hard” with outside partners and governments to resolve issues. KLM representatives did not respond to Insider’s request for comment.

Gaines said she and her mother didn’t even make it to the cruise ship when her mother fell from a hotel bed in Bergen and broke her hip. The accident landed her mother in hospital and the couple spent more than three weeks in Norway without their belongings.

“I washed clothes every three days because I only bought three days worth of outfits in the hopes that they would find our luggage,” Gaines said.

“I also had to buy new contacts,” she added. “Luckily I had my prescription on my phone and the pharmacy at the hospital believed me.”

“It was just one disaster after another between lost luggage, not having our stuff, staying overnight for the next flight, the missed connection, and then she fell and broke her hip,” she said.

Gaines’s arduous efforts to get her luggage back cost her nearly $450 and required her to spend more than 40 hours on the phone.

Her phone bill totaled $449.18 from June 5 to July 4, of which $366.73 was attributed to international use, according to documents seen by Insider. Gaines said she made more calls in July and expected another high phone bill in early August.

“Every day I called on my cell phone and the wait times were crazy — if you could even get through,” she said.

“They could only answer certain questions and a few times they disconnected from me because they didn’t know the answer,” she said. “They just broke off and then I had to line up again.”

Gaines said the two returned to Atlanta on Sunday but still hadn’t gotten their bags back. Air Canada told Gaines that they were delivered to their original destination, Copenhagen, on June 30, but they still have no update on when they will ship back to the US.

“They know where the bags are,” she said. “They just still don’t get them to us, don’t call us or give us updates.”

Gaines said she is concerned the bags are now getting stuck in a backlog as airlines scramble to reunite customers with their lost luggage.

“The frustration is that I feel like I’m doing all the work,” she said. “They’re just saying to be patient with us, they’re coming, but they’re not proactive.”