An Air Canada passenger has accused the Canadian flag carrier and Star Alliance founding member of an ‘offensive’ compensation offer after the airline lost her checked bag that was transporting, among other things, her late husband’s ashes. Twyla Shannahan was flying with the national airline from Edmonton International Airport (YEG) in Alberta to St. John’s International (YYT) in Newfoundland.

According to CBC News, Shannahan had intended to transport her husband’s ashes in her hand luggage, but, upon arrival at Edmonton Airport, was made to check them in instead. This bag was then lost in transit, with Air Canada offering her a CA$200 (US$144) voucher as compensation. Shannahan felt that this offer was ‘offensive’ due to it requiring her to spend more money with the airline.

The Ashes Were Lost After Being Checked In

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Following the passing of her husband in February, Shannahan made plans to scatter his ashes in the ocean in Newfoundland, Lawrence’s home province. With this in mind, she booked a flight with Air Canada from Edmonton to St. John’s on June 10. According to CBC, she had checked with Air Canada in advance that she could take the ashes in her hand luggage, and prepared the needed documentation.

However, when she checked in for her flight in Edmonton, an Air Canada agent reportedly said that “new rules” meant that the ashes would have to go in her checked bag instead. This same bag was not there for collection when Shannahan arrived in St. John’s. The Canadian Air Transport Security Authority (CATSA), which looks after airport security screening in the country, said to CBC News that:

“We recognize how sensitive and emotional such a situation can be. We are committed to treating passengers and their loved ones with dignity and respect while ensuring compliance with the regulations.”

‘Offensive’ Compensation Offering

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In a separate statement, a spokesperson for Air Canada also told CBC News that “we regret that the customer’s checked baggage containing the cremated remains was delayed.” They added that if “they meet applicable security requirements,” human ashes can indeed be taken in hand luggage. Upon finding that her bag had been delayed, Shannahan had to wait until the next day to contact Air Canada.

At this point, the carrier was able to confirm the location of the missing bag as Montréal. The airline offered to send it to Shannahan via a courier service, but, having already had the bag lost once at the hands of Air Canada, she opted instead to go to Montréal to collect it herself. The Canadian flag carrier also went on to offer Shannahan a digital compensation voucher, which was valued at CA$200.

Air Canada described this as a “gesture of goodwill for the stress caused.” However, Shannahan slammed the airline for its ‘offensive’ offer, highlighting the fact that to use it would have required her to spend more money with the carrier that lost her husband’s ashes. As such, she has called upon Air Canada to rethink its policies in order to ensure that other grieving flyers don’t face the same situation.

A Similar Situation Befell A Virgin Atlantic Passenger Several Years Ago

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Checking a bag in is generally a perfectly reliable way of getting your belongings from one place to another. However, such luggage is occasionally lost or delayed, and, when these bags contain items of sentimental value, such as a loved one’s ashes, their absence can understandably cause considerable trauma. The recent situation in Canada, as it happens, is not the first time that this has occurred.

Indeed, Simple Flying reported back in October of 2022 that a 78-year-old Welsh woman flying from Manchester (MAN) in the northwest of England to Orlando International Airport (MCO) in the US state of Florida had found herself in a similar pickle upon arrival. In this instance, both her husband’s ashes and their wedding rings were in the lost checked bag, which was left in Manchester due to a tagging issue.