Airports - Lost property
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It can be difficult to tell whether you should complain to the airport or the airline about lost property, but there’s a simple way to tell.
If your luggage is lost after you’ve checked it in and before you’ve collected it upon arrival, the airline is responsible. Please navigate to the relevant airline via Resolver’s homepage.
If you’ve lost your property at any other time, you should check with the airport’s lost property department. They should try and find a way to resolve the matter.You should know
Should you complain to the airport or the airline? Things can get pretty confusing, since there are certain things an airport can’t deal with.
Airports can deal with complaints about:
- Airport shuttle services
- Lost property (for property that you haven't checked in)
- Noise and environmental issues
- Accessibility issues
- Security and searches
Airports can't deal with complaints about:
- Long queues at check-in
If long queues at check-in have negatively impacted your journey, you should contact the airline you flew with to raise your issue via the Resolver homepage. Their staff are responsible for making sure check-in queues move at a reasonable speed, allowing customers to check in on time.
If you’ve had a problem with a retailer within an airport, you should complain directly to the retailer in question. You can search for them via Resolver’s homepage.
Airports may or may not deal with complaints about:
- Airport parking
Many airport parking areas are managed by private parking companies. If you’ve had an issue with a private parking firm that isn't owned and operated by an airport, you should raise it directly with them via the Resolver homepage.
We have provided some links to further information on your rights:
Passenger Terminal Accessibility - https://www.otc-cta.gc.ca/eng/publication/passenger-terminal-accessibility
Access to Travel - http://www.accesstotravel.gc.ca/
Airport Screening - https://www.catsa-acsta.gc.ca/en
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