Twyla Shannahan expressed dismay over the temporary separation from her husband’s ashes during a flight from Alberta to Newfoundland. The Alberta widow is demanding an inquiry following a situation where Air Canada misplaced her late husband’s cremated remains after instructing her to place them in checked baggage rather than carry them onboard.
Shannahan emphasized the significance of the ashes, stating, “This is not luggage… this is a human being. This is my husband, and he wasn’t treated appropriately.” After her husband’s passing in February, she intended to scatter his ashes in the ocean and arranged to transport his remains to his native province of Newfoundland.
Despite having traveled extensively with her husband for twenty years, she highlighted his deep connection to Newfoundland. Shannahan explained, “We had discussed what would occur in case of an event like this, and that’s what he desired. He wanted to return home, so it became my responsibility to fulfill his wish.”
Residing in Webster, Alta., Shannahan was eager to honor her husband’s wishes. Following preparations for a memorial with his relatives in Newfoundland, she booked a flight from Edmonton to St. John’s on June 10. Despite ensuring compliance with protocols by preparing all necessary documents and contacting Air Canada in advance, she was informed at Edmonton International Airport that the remains had to be placed in checked baggage due to purported “new rules.”
Upon arrival in St. John’s, she discovered that one of her bags, containing the ashes, was missing. Overwhelmed with emotion, she lamented, “My soul just dropped right out of me. I felt like I had failed him. I had one responsibility, and I failed him.”
After a distressing night of waiting for Air Canada to resolve the situation, she was informed that the ashes had been mistakenly sent to Montreal. Despite the airline offering to courier the remains, she insisted on retrieving them personally, expressing frustration with the system’s failure to handle such delicate matters appropriately.
In response to the incident, the Canadian Air Transport Security Authority (CATSA) clarified that while carrying cremated remains in carry-on luggage is generally allowed, the decision depends on successful security screening. CATSA noted that unresolved screening concerns, such as dense materials hindering X-ray scans, may necessitate passengers to check the container with the airline in accordance with Transport Canada regulations.
Both CATSA and Air Canada emphasized their commitment to treating passengers and their loved ones with respect and dignity while ensuring regulatory compliance. Air Canada acknowledged the delay in delivering the cremated remains and issued an apology along with a $200 travel voucher to alleviate the distress caused, a gesture Shannahan found inadequate.
Despite successfully scattering her husband’s ashes in Newfoundland as planned, Shannahan remains unsatisfied with Air Canada’s response, feeling that her husband’s remains were devalued and that the blame was unfairly shifted to Transport Canada. She has lodged a formal complaint requesting a thorough investigation and appropriate compensation and is advocating for a comprehensive review of Air Canada’s protocols regarding the transportation of human remains to prevent similar incidents from occurring in the future.
Shannahan’s experience has prompted her to call for policy adjustments within Air Canada to ensure that grieving families are spared from such distressing mishaps. She has connected with other affected travelers and stresses the need for improved procedures to handle such sensitive situations, emphasizing the continued emotional impact of the ordeal.