Air Canada damages car seats
We travelled with baby for the first time in October, and unfortunately, AC damaged our car seat. To share our experiences, the letter we had sent to AC Baggage Claims is shown below, along with their reply. The response clearly suggests that they consider a car seat to be the same as baggage -- a piece of luggage in which a child is carried -- instead of being a safety device.
So, for your child's safety, please think again before checking in a car seat.
We'll provide updates with repsect to the progress of the claim...
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I am writing in regards to a child car seat that was damaged while in the care of Air Canada. My booking reference number is [[removed for confidentiality]], and the pertinent flights are QK7716 (YXU/YYZ) and AC620 (YYZ/YHZ) on October 12, 2013. The car seat was checked in at YXU, where the Air Canada agent placed it in a plastic bag to protect the seat, and retrieved in the baggage claims area at YHZ.
First off, it is important to remember that a car seat is a carefully engineered safety device, and that a damaged car seat may offer less protection to a child. For that reason, Transport Canada mandates the replacement of car seats that have been in an accident, even if a child was not present in the seat at the time of the accident. It is well-accepted by car-seat safety technicians that a car seat that has been damaged by mishandling is fundamentally no different than one that has been in an accident.
Unfortunately, it is evident that our car seat was mishandled by Air Canada, as shown in Figures 1 5, which are appended to this letter. Note that these damages are only those severe enough to be visible; other invisible damages may also be present.
Figures 1 and 2 are photos of the plastic bag in which the car seat was placed. From the pattern on the plastic bag, it is clear that the car seat had been dragged.
Figures 3 and 4 are photos of a frayed LATCH connector strap. This strap is a critical part of the car seat because it is used to fasten the car seat to the vehicle. It must support the combined weight of the car seat and the child in the event of an accident. Because it is functionally analogous to a seat belt, it looks much like a seat belt and is manufactured from the same type of material.
Figure 5 is a photo of the rear frame of the car seat. This part of the seat is also a critical part, as it must retain the proper shape and support the weight of a child during an accident. The red boxes indicate the areas that have been dented or flexed, as evidenced by a lightening of the dark-gray plastic. Plastics that have been flexed do not retain their original strength this is similar to the concept of metal fatigue as it relates to airframe failure in aircraft and therefore no longer offer the same degree of protection.
When the damages were reported to Air Canada Baggage Services at YHZ, an agent examined the car seat and agreed that it had been damaged. I was offered a replacement car seat, and as much as I appreciated the offer, I was unable to accept the replacement because it was unsuitable:
It is known that different car seats do not fit equally well in different cars. We were aware, from experience, that the offered seat was not a good match for the intended vehicle.
The offered seat had a lower height limit (based on the position of the harness slots) than our damaged seat, even though both seats had identical weight limits. It is well-recognized that children usually outgrow car seats by height as opposed to by weight. In other words, our child would have outgrown the offered seat much faster than our damaged seat.
The Baggage Services agent who had examined our seat appreciated our concerns and suggested that we purchase a new seat and submit a claim to Air Canada. Accordingly, enclosed are copies of the following:
Passenger ticket
Damage report from Air Canada
Baggage tag for the damaged car seat
A receipt in the amount of $179.97 + HST = $206.97, the amount for which we are seeking reimbursement, for the purchase of a car seat identical to the one that was damaged
Considering that the car seat was damaged in Air Canadas care, that a car seat is a safety device, and that we did not accept the offered replacement because it was unsuitable for the reasons above, we do not believe that the request for reimbursement is unreasonable.
If you have any questions or require further information, please do not hesitate to contact me.
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This will acknowledge receipt of your letter.
We appreciate the time you have taken to write to us and are pleased to address your concerns. We were sorry to learn that your childs car seat was received in a damaged condition after your recent travel.
Airline baggage systems are designed to carry millions of pieces of luggage. On occasion, a passengers checked baggage may sustain damage and if this is a result of airline equipment malfunction or mishandling, most airlines will honour claims for repair costs. Our liability is to have damaged car seats repaired and returned to a fully functional condition and if that is not possible, settlement is based on the original purchase price of the car seat less the current market value.
Please take your damaged car seat to one of your local repair centres for a repair estimate or assessment of the damage. If one is not available to you, please contact the car seat's manufacturer.
Our liability is to have the damaged item repaired and returned to a fully functional condition.
In order to review this matter further, kindly provide the following documents:
Original baggage tag attached to your item
Original purchase receipt for damaged item (and replacement receipt if not reparable)
Assessment of the damage and cost of repair from an authorized store
Estimate of the value of the item prior to the damage (if repair not possible)
I understand that you have bought a replacement; however, we do require the original paper purchase receipt and an assessment of the damage and/or cost of repair or replacement from an authorized shop. If repair is not possible, we require an estimate of the value of the car sear before the damage.
Once we receive these documents, we will be in a better position to assist you.
Once again, we apologize for the inconvenience caused to your family and we thank you for your cooperation. We are looking forward to receiving the requested documents at your earliest convenience.
Sincerely,
Stamatia Karageorgakis
Baggage Claims Specialist
Air Canada
We travelled with baby for the first time in October, and unfortunately, AC damaged our car seat. To share our experiences, the letter we had sent to AC Baggage Claims is shown below, along with their reply. The response clearly suggests that they consider a car seat to be the same as baggage -- a piece of luggage in which a child is carried -- instead of being a safety device.
So, for your child's safety, please think again before checking in a car seat.
We'll provide updates with repsect to the progress of the claim...
--
I am writing in regards to a child car seat that was damaged while in the care of Air Canada. My booking reference number is [[removed for confidentiality]], and the pertinent flights are QK7716 (YXU/YYZ) and AC620 (YYZ/YHZ) on October 12, 2013. The car seat was checked in at YXU, where the Air Canada agent placed it in a plastic bag to protect the seat, and retrieved in the baggage claims area at YHZ.
First off, it is important to remember that a car seat is a carefully engineered safety device, and that a damaged car seat may offer less protection to a child. For that reason, Transport Canada mandates the replacement of car seats that have been in an accident, even if a child was not present in the seat at the time of the accident. It is well-accepted by car-seat safety technicians that a car seat that has been damaged by mishandling is fundamentally no different than one that has been in an accident.
Unfortunately, it is evident that our car seat was mishandled by Air Canada, as shown in Figures 1 5, which are appended to this letter. Note that these damages are only those severe enough to be visible; other invisible damages may also be present.
Figures 1 and 2 are photos of the plastic bag in which the car seat was placed. From the pattern on the plastic bag, it is clear that the car seat had been dragged.
Figures 3 and 4 are photos of a frayed LATCH connector strap. This strap is a critical part of the car seat because it is used to fasten the car seat to the vehicle. It must support the combined weight of the car seat and the child in the event of an accident. Because it is functionally analogous to a seat belt, it looks much like a seat belt and is manufactured from the same type of material.
Figure 5 is a photo of the rear frame of the car seat. This part of the seat is also a critical part, as it must retain the proper shape and support the weight of a child during an accident. The red boxes indicate the areas that have been dented or flexed, as evidenced by a lightening of the dark-gray plastic. Plastics that have been flexed do not retain their original strength this is similar to the concept of metal fatigue as it relates to airframe failure in aircraft and therefore no longer offer the same degree of protection.
When the damages were reported to Air Canada Baggage Services at YHZ, an agent examined the car seat and agreed that it had been damaged. I was offered a replacement car seat, and as much as I appreciated the offer, I was unable to accept the replacement because it was unsuitable:
It is known that different car seats do not fit equally well in different cars. We were aware, from experience, that the offered seat was not a good match for the intended vehicle.
The offered seat had a lower height limit (based on the position of the harness slots) than our damaged seat, even though both seats had identical weight limits. It is well-recognized that children usually outgrow car seats by height as opposed to by weight. In other words, our child would have outgrown the offered seat much faster than our damaged seat.
The Baggage Services agent who had examined our seat appreciated our concerns and suggested that we purchase a new seat and submit a claim to Air Canada. Accordingly, enclosed are copies of the following:
Passenger ticket
Damage report from Air Canada
Baggage tag for the damaged car seat
A receipt in the amount of $179.97 + HST = $206.97, the amount for which we are seeking reimbursement, for the purchase of a car seat identical to the one that was damaged
Considering that the car seat was damaged in Air Canadas care, that a car seat is a safety device, and that we did not accept the offered replacement because it was unsuitable for the reasons above, we do not believe that the request for reimbursement is unreasonable.
If you have any questions or require further information, please do not hesitate to contact me.
--
This will acknowledge receipt of your letter.
We appreciate the time you have taken to write to us and are pleased to address your concerns. We were sorry to learn that your childs car seat was received in a damaged condition after your recent travel.
Airline baggage systems are designed to carry millions of pieces of luggage. On occasion, a passengers checked baggage may sustain damage and if this is a result of airline equipment malfunction or mishandling, most airlines will honour claims for repair costs. Our liability is to have damaged car seats repaired and returned to a fully functional condition and if that is not possible, settlement is based on the original purchase price of the car seat less the current market value.
Please take your damaged car seat to one of your local repair centres for a repair estimate or assessment of the damage. If one is not available to you, please contact the car seat's manufacturer.
Our liability is to have the damaged item repaired and returned to a fully functional condition.
In order to review this matter further, kindly provide the following documents:
Original baggage tag attached to your item
Original purchase receipt for damaged item (and replacement receipt if not reparable)
Assessment of the damage and cost of repair from an authorized store
Estimate of the value of the item prior to the damage (if repair not possible)
I understand that you have bought a replacement; however, we do require the original paper purchase receipt and an assessment of the damage and/or cost of repair or replacement from an authorized shop. If repair is not possible, we require an estimate of the value of the car sear before the damage.
Once we receive these documents, we will be in a better position to assist you.
Once again, we apologize for the inconvenience caused to your family and we thank you for your cooperation. We are looking forward to receiving the requested documents at your earliest convenience.
Sincerely,
Stamatia Karageorgakis
Baggage Claims Specialist
Air Canada
