Air Canada denies responsibility for passenger's mobile phone still missing after being picked up by employee
News from Civil Aviation Resources Network on March 3, 2024: According to Radio-Canada, a passenger revealed that after losing his mobile phone at the Toronto Airport, even though an Air Canada employee found the phone and even tried to unlock it with the wrong password, Air Canada In the end, not only could they not recover the customer's phone, they also denied responsibility.
On October 9 last year, Olu Awoseyi and his wife and children flew to Edmonton via Toronto after vacationing in the Dominican Republic. But when the plane was about to take off, he discovered that his phone was missing.
After returning home, he remembered that he had a security app called Bitdefender installed on his phone, which would take photos of anyone who tried to unlock the phone with the wrong password.
After checking, he found that about 90 minutes after boarding the plane, the program took a photo of an Air Canada employee.
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He initially felt lucky that his phone was recovered by an airline employee. But after calling and emailing Air Canada customer service and communicating with its online customer service, he still couldn't get his phone back.
A month later, an Air Canada agent said someone had turned in a cellphone in the lost and found area at Toronto Pearson Airport. But Awoseyi checked with the lost and found office, and the other party said they did not have his mobile phone.
A week later, Air Canada's customer service department sent him an email saying that they had found the employee in the photo and were questioning him. According to the employee and a witness, the phone was delivered to the Air Canada customer service desk in the international area of the airport, the email said.
However, the email stated that the phone was missing.
After that, there was no further communication between Air Canada customer service and Awoseyi, and Toronto Pearson Airport told CBC that there was no written or video record of the phone being sent to the lost and found office.
Air Canada denies responsibility for missing phone
Awoseyi said: "I feel very disappointed. An organization like Air Canada should adopt a zero-tolerance attitude towards such things. Since there is no mobile phone password, why are you trying to unlock it? This makes me think this is a theft."
Toronto lawyer Weston Powell said that Air Canada has an obligation to keep the phone safe under any circumstances.
Powell said: The law does not allow for missing items and not reporting them. When someone takes possession of another person's property and knows the other person's identity, he or she is obliged to return the property. The person pictured holding a cellphone may need to explain, but beyond that, Air Canada also has an obligation because they are vicariously liable for the actions of their employees.
Awoseyi is currently continuing to pursue Air Canada's responsibility. He reported the incident to the police station near Pearson Airport and hired a lawyer, asking Air Canada to compensate him for phone calls and legal fees.
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