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Baggage support
Baggage support
Your belongings are important to us. If your baggage doesn’t arrive as expected, please follow the steps below so we can help make it right.
If your bags are delayed, you can track them using the Air Canada app and get progress notifications until your bags are delivered.
Get the app
Delayed baggage
We always do our best to make sure your belongings arrive at your destination with you. If this doesn’t happen, our team is here to help make things right. Follow the steps below to find out how we can help.
At the airport
If you’ve arrived at your final destination on an Air Canada flight and can’t find your checked bag, please report it using the link below, or by scanning the QR code near the Air Canada baggage service counter.
Create a file- If you’re arriving at a destination other than Canada or the U.S. OR you require additional assistance, please see one of our baggage agents before you leave the airport.
- For travel ending with any other airline, please report your delayed bag with them.
Once you’ve received your incident report number (ex. YULAC12345), either via email or from one of our baggage agents, you can update your Delayed Baggage File using the link below.
Update my file- If you’d like to pick up your bags once they arrive rather than have them delivered, please let one of our baggage agents know before you leave the airport.
Once we’ve located your belongings, one of our agents will start the delivery process.
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Pickup at the airport
If you’ve already made arrangements with us to pick up your bags at the airport, one of our agents will reach out to arrange a suitable pickup time and location.Please don’t go to the airport to pick up your belongings unless you’ve already arranged to do so with one of our baggage agents.
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Delivery
If your bags are being delivered, our delivery service will reach out via email, SMS or phone using the contact information you’ve provided, then arrange a suitable time for delivery to the address on file. They’ll also send you updates throughout the delivery process.Delivery processing times may vary if customs clearance is required.
Frequently asked questions
In the unlikely event that our baggage agents can’t locate your delayed baggage within 5 days, you’ll need to complete the Baggage Tracing form via the Baggage Issues section of our online form.
If your mobility aid or wheelchair was delayed, please notify one of our baggage agents immediately so we can ensure that you receive a temporary replacement, then file a report by following the steps on our mobility aids and assistance page.
If your bag is delayed, we’ll refund any checked baggage fees you paid for travel on one of our Air Canada, Air Canada Rouge or Air Canada Express flights.
If you had to purchase essential items while your bag was delayed (ex. clothes, toiletries, sports equipment rentals), we’ll reimburse you for any reasonable expenses that you’ve incurred.
To request reimbursement, you’ll need to complete the Submit Expenses section of our online form within 21 days of receiving your delayed baggage.
You’ll need to provide your:
- Flight information
- Incident report number
- Original receipts
- Baggage tags or baggage claim stubs
- Boarding passes
If your delayed bag was not located, our baggage team will work to give you a fair solution according to our Conditions of Carriage.
Damaged baggage
We always do our best to handle and ship your belongings with care, but sometimes bags are damaged during transport. If this happens, our team is here to help make things right. Select your area of residence from the tabs below then follow the steps to find out how we can help.
If you’re travelling for longer than 14 days, please follow the steps using your current location.
No matter how you submit your damaged bag file or claim, please make sure you complete it within seven days of receiving your belongings.
At the airport
Once you’ve collected your belongings, check your bag for damage before leaving the airport.
If you notice any damage to your baggage, just head to the Air Canada baggage service counter and let one of our baggage agents know right away.
They’ll create a file with your flight and baggage details, as well as your contact information and email address.
After leaving the airport
If you notice damage to your bag after leaving the airport, you’ll need to return to the airport’s domestic baggage hall and provide one of our baggage agents with your damaged bag, boarding pass or booking reference and baggage tag within 7 days of arrival.
They’ll create a file with your flight and baggage details, as well as your contact information and email address.
We’re unable to reimburse claims for minor scratches or scuffs, parking fees, damaged straps, or bags that are overpacked or overweight.
Once you’ve reported the damage to one of our baggage agents, you’ll receive an email with a file number and link to an online form.
From that link, just follow the prompts to add a description of the damage then attach images of your bag and any receipts.
Don’t dispose of your damaged bag until your claim has been finalized.
To make things right, we’ll either have your bag replaced or repaired.
In airports in Canada, where the service is available, we can provide you with replacement baggage before you leave the airport.
In the rare case that your bag can’t be replaced or repaired, a claims representative will review your file and reach out with additional options.
At the airport
If you notice any damage to your bag, please report it before leaving the airport.
Just head to the Air Canada baggage service counter and let one of our baggage agents know right away.
They’ll create a file with your flight and baggage details, as well as your contact information and email address.
Create a fileAfter leaving the airport
If you notice damage to your bag after leaving the airport, you’ll need to return to the airport’s domestic baggage hall and provide one of our baggage agents with your damaged bag, boarding pass and baggage tag within 7 days of arrival.
They’ll create a file with your flight and baggage details, as well as your contact information and email address.
We’re unable to reimburse claims for minor scratches or scuffs, parking fees, damaged straps, or bags that are overpacked or overweight.
Once you’ve reported the damage to one of our baggage agents, you’ll receive a file number and link to an online form.
From that link, just follow the prompts to add a description of the damage then attach images of your bag and any receipts.
Don’t dispose of your damaged bag until your claim has been finalized.
To make things right, we’ll either have your bag replaced or repaired.
In airports in the U.S., where the service is available, we can provide you with replacement baggage before you leave the airport.
In the rare case that your bag can’t be replaced or repaired, our baggage agents will review your file and reach out with additional options.
At the airport
If you notice any damage to your bag, please report it as soon as possible after landing.
Just head to the Air Canada baggage service counter and let one of our baggage agents know right away.
They’ll create a file with your flight and baggage details, as well as your contact information and email address.
After leaving the airport
If you notice damage to your bag after leaving the airport, you have a couple of options. Make sure you have your damaged bag, boarding pass and baggage tag on hand.
- If you’re returning to Canada or the U.S. at the end of your trip and can travel with your damaged bag, please do so and report the damage to one of our agents at the Canadian or U.S. airport when you arrive.
- If you’re not returning to Canada or the U.S. or you cannot continue your trip with your damaged bag, please file a claim within 7 days of arrival using the link below.
Don’t dispose of your damaged bag until your claim has been finalized.
Regardless of how you’ve reported your damaged bag, you’ll receive an email with a file number and a link to an online form.
From that link, just follow the prompts to add a description of the damage and attach images of your bag and any receipts.
Online processing may take more than 30 days. To ensure you are getting the quickest service, please see one of our agents at the Air Canada baggage service counter.
To make things right, we’ll either have your bag replaced or repaired.
Where the service is available, we can provide you with replacement baggage before you leave the airport.
In the rare case that your bag can’t be replaced or repaired, a claims representative will review your file and reach out with additional options.
Frequently Asked Questions
If your bag was damaged while being transported with us, our baggage agents will work hard to give you a fair solution.
We’ll also refund the checked baggage fees you paid for travel on one of our Air Canada, Air Canada Express or Air Canada Rouge flights.
Please note that we’re not liable for preexisting damage or wear and tear resulting from normal baggage handling, or for any damage caused by a security search conducted by security authority.
Please notify one of our airport agents immediately if you notice damage to your mobility aid or wheelchair.
They will take the necessary measures to ensure that you receive a temporary replacement, and that your mobility aid is promptly repaired.
Find out more about our accessibility services.
If your bag was damaged during a Canadian Air Transport Security Authority (CATSA) or Transport Security Administration (TSA) security screening inspection, please contact those authorities directly.
Air Canada, Air Canada Express and Air Canada Rouge are not liable for any damage resulting from inspections by federal authorities responsible for security screening.
Lost items
Forgot something while travelling with Air Canada? Follow the steps below to find out how we can help.
If you lost an item on an Air Canada flight, or in a dedicated Air Canada area of the airport (e.g. one of our lounges, the desk of a gate with permanent exclusive Air Canada signage, or an Air Canada check-in counter), please complete our Chargerback lost item form.
Please provide as many details as you can about your lost item such as the brand, colour, size, serial number or distinguishing characteristics. For electronic devices, providing login or password information can also help us determine if a found item is yours.
Lost item formIf you lost an item in a public area of the airport (e.g. washroom, security checkpoint, restaurant or general boarding area), please contact that airport’s Lost and Found department.
Once you've submitted your lost item form, we’ll send you a confirmation email with a tracking number.
If we find your lost belonging, we’ll send you an email with instructions on how to get it back. We'll also get back to you if we are not able to find it.
Air Canada offers our Lost and Found service on a courtesy basis and is not liable for any missing property.
Frequently Asked Questions
If you lost your passport, you’ll need to advise your passport office or consulate immediately.
All passports found at an airport are turned over to the local Customs Office, or to Airport Security at the airport where they’re found.
If you've lost a ticket issued by Air Canada, please reach out to us directly. If your ticket was not issued by Air Canada, contact the ticket issuer, your travel agent or the ticket-issuing airline.
Additional links
Still have questions? Contact us or Air Canada Cargo.
For more information on baggage regulations and security screening across Canada, please refer to the Canadian Air Transport Security Authority (CATSA).