How to get compensation from CATSA for damaged luggage in only six months and nine emails
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The term “air travel” should be renamed “air-waiting.” Once you book a flight, you often spend more time waiting than actually travelling – waiting in the airport, waiting for a connecting flight, and waiting for your luggage. But the worst kind of waiting is for compensation when your luggage gets damaged beyond repair.
I experienced this firsthand when my luggage was damaged during an inspection. The Canadian Air Transport Security Authority (CATSA), which oversees airport security in Canada, is responsible for providing compensation in such cases.
In my case, however, it felt like CATSA was trying to make me give up by passing my questions from person to person, causing delays and not responding. But I persisted, and eventually, I received my compensation.
Here’s what happened:
Regina, Feb. 3, 2024 – A CATSA security guard asked me to remove the lock on my carry-on bag so he could inspect it.
 With the zipper damaged, single-use CATSA tape was used to seal up my suitcase from |
 I had to use duct tape to secure my luggage for the trip back from Montreal to Regina. |
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I unlocked my suitcase, he unzipped it, checked the contents, smiled, and said everything was fine. I repacked my suitcase and tried to zip it up, but the zipper had come off track and wouldn’t close.
After several unsuccessful attempts, I went back to him and asked for help. He tried but couldn’t fix it either. He called his supervisor, who used a screwdriver and pliers but still couldn’t get the zipper to work. After about 10 minutes, he announced, “This can’t be fixed. It’s a total loss.”
He handed me a form and told me to fill it out for compensation – but first to call the 800 number on the form. He then sealed up my suitcase with wide cellophane tape labelled “CATSA Inspected.”
It turns out the tape wasn’t reusable. My first purchase upon arriving in Montreal was duct tape so I could open and re-seal my suitcase as needed.
Once back home, I read the “Claim for property lost or damage, or injury” form that says, “Prior to submitting this form, please call CATSA at the following number: 1-888-294-2202 so the CATSA may initiate a review of the incident.
Feb. 22 – I called the number to “initiate a review” but was told a new procedure was in place and they no longer took information over the phone. I was instructed to simply submit the form.
Mar. 22 – I emailed the form, claiming $200.
Mar. 24 – I received an email acknowledging my claim with a request for more information: either a receipt, credit card statement, or a statement from a qualified person showing the original cost or an estimate to replace it at current prices. The email warned: “Failure to provide an original receipt may result in partial compensation.”
Since I didn’t have the receipt for luggage I purchased 10 years ago, I got estimates.
Apr. 12 – After checking prices at various stores, I emailed photos of six similar pieces of luggage. The prices ranged from $189.99 to $262.49, averaging $221.23.
May 6 – After three-and-a-half weeks of silence, I emailed asking if they needed more information.
May 28 – I received a response approving my claim for $105.44, which was 50 percent of the amount requested because I couldn’t provide a receipt. I was told the finance department would contact me within a few weeks to arrange payment.
Jul. 2 – After hearing nothing for over a month, I emailed again asking about the status of my claim.
Jul. 4 – The response stated that the finance department had reached out and was waiting for my banking information. I was asked to check my inbox for their email. I had been waiting for this email but couldn’t find it. I searched my inbox, spam, and trash folders but found nothing from finance.
Jul. 4 – I replied, explaining that I had not received anything from the finance department and asked them to contact me again.
Jul. 8 – With no response, I sent the same request.
Jul. 17 – The finance department finally asked me to complete an “Electronic Funds Transfer (EFT) Payment Information Form.”
Jul. 19 – I submitted the form.
Jul. 25 – I received an email stating that my claim was being processed and I should expect payment within two weeks.
Aug. 27 – Nearly five weeks later, I asked again when I could expect payment.
Aug. 28 – I received an email stating the funds would be deposited within five business days.
Aug. 30 – CATSA finally deposited $105.44 into my bank account.
There are several important lessons to be learned from my experience. It takes patience to navigate any claim with CATSA. Keep all emails and be prepared to follow up when you feel ignored. Procedures may change, but that doesn’t mean forms or processes are updated to reflect those changes.
Customer service has become an oxymoron in today’s world of “go to the web, do it yourself, fill in a form, call a number.” Worse still is when staff hide behind technology. Did “finance” really “reach out” to me? Who knows.
In today’s age, so-called social media and digital connectivity have become ways for service providers to avoid accountability.
My advice: don’t let them hide – persist and smoke them out.
Dale Johnson is an award-winning author, broadcaster and journalist who has worked in TV, radio, print and online.
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