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“Lost our bikes”

written by on 18/10/2013

On a recent trip from Montreal to Nantes, France, AT, failed to load our bikes onto the plane, even though they had been handed to an AT employee 3 hrs before takeoff. What followed was a comedy of errors where AT and their Nantes Agent, Avipartner, failed to communicate with our France hotel addresses but instead, only ever phoned our Canada address, even though they knew exactly where we were in France and our hotel phone numbers. What was most galling was that another couple on our flight whose bikes were similarly misplaced, got their bikes the next day from an AT flight to Bordeaux, while we had to wait 6 days for the next flight to Nantes before delivery to our hotel in Brittany. Even though the AT service employee we dealt with accepted that AT had made a series of unacceptable errors, the airline never accepted any formal responsibility.

Half our 2 week vacation was wrecked because we could not make the planned biking excursions, spent numerous hours on buses and trains, and had the major hassle of trying to get our bikes back. The only compensation AT provided was for our extra ground transportation costs and a flat rate of $25/day for lost bags.

This incident demonstrated inexcusable incompetence and terrible customer relations. Travelers with bikes or other sports equipment be warned!