Our Central Baggage office is presently experiencing high call volumes. We are sorry for the further inconvenience this may cause. If you prefer to check for updates on the status of your bags, from anywhere in the world, please access the Worldtracer site by following the steps shown below. In the meantime, your patience is appreciated.

Air Canada and Air Canada Jazz regret that your baggage has been delayed, but we will make every effort to return your baggage to you as soon as possible. If there is more than one airline on your itinerary, locating your bags may take somewhat longer than normal. The same holds true on international flights due to flight duration, connection times, frequency of flights, or Customs and Immigration procedures at the various connection points, as well as at the final destination airport.

NOTE: The airline with which your flight terminates is the one with whom you should initiate your delayed baggage recovery. For example, if you flew Air Canada from Halifax to Montreal, and then United Airlines to Washington, you would initiate your baggage recovery process with United Airlines.

Reporting Delayed Baggage at the Airport

If you are unable to locate your checked bag upon arrival, please proceed to the Air Canada / Air Canada Jazz Baggage Service Counter in order to notify an Air Canada or Air Canada Jazz Customer Service agent before leaving the airport.

• You’ll be asked to describe your baggage, and to provide your detailed contact information.
• You will then be given a File Reference Number (which you can use to check for updates by phone or online), and a delayed baggage card (which explains the baggage recovery process).
• Please refer to your five-letter/five-digit File Reference Number when checking the status of your delayed baggage.

NOTE: Please note the importance of advising Air Canada / Air Canada Jazz of your delayed baggage immediately upon arrival, as failure to do so releases Air Canada / Air Canada Jazz from any liability.

Tracking Delayed Baggage: WorldTracer

Air Canada and Air Canada Jazz, along with more than 350 airlines and ground handlers around the world, use an automated baggage tracing system called WorldTracer to locate delayed baggage. Click here to access WorldTracer.

• Be sure to temporarily turn off any pop-up blocking software you may have before visiting WorldTracer.
• You can add, change or delete information on your file (such as type of suitcase(s), colour and any identifying marks) as this will allow us to conduct a quicker and more efficient search.
• Your additional details are essential to helping us locate your baggage. Providing specific details such as colors, sizes, brand names, logos and unique identifying items you have packed greatly increases our ability to locate your property.
• Identifying specific items such as book titles, gifts and souvenirs further facilitates the search for your baggage.
• You can also send us notes and updates via WorldTracer to add to your file, however please note that we are unable to respond individually to your comments.

WorldTracer Status

WorldTracer has several statuses, described below, which can help you determine which stage of the recovery process your bag has achieved.

• Tracing continues—Please check later: This status indicates that ground personnel and agents are currently working on locating your baggage.
• Item located / Airline confirming: This status indicates that ground personnel have located your baggage and are awaiting information as to how and when they will forward the bag to its final destination.
• Received at airport—Delivery process initiated: This is the final status in WorldTracer which indicates that the bag has been received at its destination and that the airport agents have closed the file and are arranging ground transport for delivery.

Baggage Missing for More than Five Days

In the unlikely event that the Customer Service Agents at the airport are not able to locate your delayed baggage within the first five days, our Central Baggage Tracing Office will take over the search.

• The first step is to collect a complete list of your baggage contents via the Baggage Declaration Form. You may also request that our Central Baggage Office send you one either by mail or fax.
• Complete and return the document, along with all of the requested information, to Air Canada Baggage Claims (see information below) within 21 days of the date of the loss so, that we may begin the intensified search. Please keep a copy for your records.
• When filling out the form, select the type of bag (by number) and colour carefully from the chart, as these are two key details to recovering your baggage.
• Your additional details in the Baggage Declaration Form are essential to helping us locate your baggage. Providing specific details such as colors, sizes, brand names, logos and unique identifying items you have packed greatly increases our ability to locate your property.
• Identifying specific items such as book titles, gifts and souvenirs further facilitates the search for your baggage).

Claiming Interim Expenses

If you were authorized interim expenses, please forward (within 21 days of returning from your travels) the following items to Air Canada baggage claims for re-imbursement:

• All original receipts;
• Your WorldTracer file number;
• Flight information and passenger names; and
• Baggage tags and boarding passes.

Please send your baggage declaration form or your claim for interim expenses to the following address:

Air Canada Baggage Claims
Zip YUL 1116
P.O. Box 8000
Station Airport
Dorval, Quebec
Canada   H4Y 1C3
Fax: 514-422-2900

Baggage Service Contacts

Please ensure you have all pertinent information on all correspondence, such as passenger name and address, date of travel, and File Reference Number in order to speed up the process. You may also be asked for, when applicable, your flight information, baggage tags and boarding pass(es).

Any and all information you provide to the call centre agent is relayed to the airport agents and ground personnel in order to help them find your baggage.

• Toll-Free Telephone Within North America: 1 (888) 689-2247, Toll free 24 hours a day, 7 days a week
• Toll-Free Fax Within North America: 1 (800) 237-3563
• Outside North America: Call the Air Canada Baggage office nearest you. For the list of telephone numbers, go to Air Canada Worldwide.
• Worldwide (Star Alliance Partners): To get in touch with the baggage department of any of our partner airlines, please try contacting them through the Star Alliance website.
• Via email: Please ensure when you email us that you provide all pertinent information on your correspondence, such as File Reference Numbers, passenger name(s) and address(es), dates of travel, and any other additional identifying information you may have in order to speed up the process.

Returning Your Baggage:

Once we have located your baggage and ensured it reaches its destination airport, delivery will either be arranged through our contracted carrier in the area or by FedEx.

If your Baggage is Not Returned to You:

In the unlikely event that we are unable to locate your baggage, your file will be sent to Air Canada Baggage Claims. A final resolution will be made in accordance with our applicable Tariffs, Conditions of Carriage and applicable International Convention and forwarded to you by Canada Post. In the interim, please feel free to contact our Central Baggage Office Call Centre for updates on the status of our efforts.

Damaged Baggage

If your bag is damaged, please proceed to the Baggage Service Counter in order to notify Air Canada/Air Canada Jazz in person before leaving the airport. Minor damage not noticed at the airport may be considered for repair if you return to the airport to report it within 24 hours of receiving your bag, or within seven days for international or trans-border itineraries.

You must provide the airport baggage agent with your damaged bag, tickets and baggage tag. You may then choose to have Air Canada send the bag to an authorized repair centre, bring it to the authorized centre yourself or have the bag repaired at the repair shop of your choice by providing Air Canada Baggage Claims with an estimate of the repair for approval--prior to repair.

Failure to report a claim for a damaged bag within the prescribed time limit releases Air Canada/Air Canada Jazz from any liability. Air Canada/Air Canada Jazz is not liable for any damage caused to baggage that is unsuitably packed, overweight or over-packed or other damage considered to be normal wear.

Damage Caused through CATSA/TSA Inspections

Please note: Air Canada is not liable for any damage resulting from inspections by federal authorities responsible for security screening. You may contact the following if you believe your baggage damage is the result of a Canadian Air Traffic Security Authority (CATSA) or Transportation Security Administration (TSA) inspection:

CATSA (Canadian airports): www.catsa.gc.ca
TSA (US airports): www.tsa.gov

Lost & Found Items

We are sorry to learn of your missing property.  In order for us to assist you in locating your missing property, please call 1-888-689-2247 so that one of our agents can create a lost and found report for you. Without this report, we will not be able to assist you in locating your missing item. For any other queries you may contact lost.items@aircanada.ca. Please include your reference number provided by our Call Centre in all correpondence.

The agents will require:

• Your phone number;
• Home address;
• Flight number;
• Travel date(s); and
• A detailed description of the item in question.

The more details we have, the better are our chances of locating your item.  If your item is located, you will be contacted and your property will be returned to you. Items are found onboard our aircraft on a daily basis.  All items are sent to our Central Lost and Found Office where a team of employees strive to reunite the passenger with their lost property.  Please note that there is often a delay of 72 hours or more between the time an object is found and when it is received at the Central Lost and Found Office.

Lost & Found Passports

If you have lost your passport, Air Canada / Air Canada Jazz will give it directly to the Canadian or United States Customs office at the location it was found.  All other passports are turned over to Airport Security at the airport in which they are found.

Lost & Found Wallets

If you have lost your wallet and it is found by an Air Canada / Air Canada Jazz employee, any paper currency found will be checked securely at our Ticketing office in the airport where it was found.  A receipt will be placed in your wallet to notify you.  When the wallet is returned to you, a letter will be attached to it explaining the steps to be taken in order to claim your money.

Air Canada and Air Canada Jazz offer our Lost and Found service on a courtesy basis and are not liable for any missing property; please ensure all correspondence includes the Lost and Found report number provided to you by our Central Baggage Office.

Insurance and Baggage Liability Limitations

You are advised to keep valuables, important documents and money either on your person or in your hand baggage.

While we will make every attempt to ensure your baggage is handled with care, you should know that Air Canada and Air Canada Jazz liability for loss delay or damage to baggage is limited under the terms and condition of the Contract of Carriage unless a higher value is declared in advance and additional charges associated with the higher value are paid. For travel wholly between points in Canada, Air Canada and Air Canada Jazz’ liability is limited to $1500.00CAD per passenger. Please note that only one passenger may file a claim per bag. If the international travel (including domestic portions on International travel) is subject to the Warsaw Convention, Air Canada and Air Canada Jazz’ liability is limited to approximately $9.07 USD per pound (20.00 USD per kilo). If the international travel (including domestic portions on International travel) is subject to the Montreal Convention, Air Canada and Air Canada Jazz’ liability is limited to 1000.S.D.R.

Air Canada and Air Canada Jazz assume no liability for loss, damage or delay to money, jewellery, silverware, negotiable papers, securities or other valuables, business documents, samples, liquids, food and other perishables, computers, prescription drugs, photographic equipment, video equipment, cellular telephones, cameras, electronic equipment, artistic items, artwork, chinaware/ceramics/pottery, electronic and mechanical items, glass, musical instruments and equipment, paper (includes photographs/negatives/prints, historical documents, maps), recreational and sporting goods (tennis rackets, scuba gear, fishing rods, surfboards, sporting trophies such as animal antlers and horns), garment bags, articles attached, tied or strapped to the exterior of checked baggage, perishables, fragile or articles that are unsuitably packed or baggage which is packed in damaged or unsuitable containers.

Please ensure your belongings are packed suitably and when required, in hard-shell cases.