Air Canada and Jazz regret that your baggage has been delayed, but we will make every effort to return your baggage to you as soon as possible. We trust that the following information will answer any questions you have.
Access the WorldTracer website
If your bags have been delayed
If you are unable to locate your checked baggage upon arrival, you'll need to notify a representative of the airline with which your flight terminates. For example, if you flew Air Canada from Halifax to Montreal, and then on to Washington with United Airlines, you'll need to speak to a United Airlines representative.
If you've arrived on an Air Canada or Jazz flight, it is important that you notify an agent at the Air Canada or Jazz Baggage Service Counter immediately upon arrival at the airport (failure to do so releases Air Canada and Jazz from any liability).
The agent will ask you to provide your contact information as well as a detailed description of your baggage in order to prepare an incident report. You will then receive:- a delayed baggage card (which explains the baggage recovery process) and
- a File Reference Number made up of five letters and five numbers that you'll use to:
- Check the status of your delayed baggage online with WorldTracer,
- Request information when contacting the Central Baggage Office Call Centre at 1 888 689-BAGS (2247) - Toll free, 24 hours a day, 7 days a week.
Important: If there is more than one airline on your itinerary, or if you are arriving on an international flight, locating your bags may take longer than normal, 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.
If your baggage is still missing after five days
In the unlikely event that the airport Baggage Service Counter is unable to locate your delayed baggage within five days, our Central Baggage Office will take over the search and ask you to file a claim by completing a Baggage Declaration Form. To do so:- Download and print the online version of our Baggage Declaration Form, or call our Central Baggage Office to have the form sent to you by mail or fax (see contact information below),
- Return the completed Baggage Declaration form - along with all supporting documentation, and a photocopy of a signed photo identification, as indicated on the form - to the Air Canada Baggage Claims office (see contact information below).
How to claim interim expenses
If you were authorized interim expenses by an airport agent or the Central Baggage Office Call Centre, you may request your reimbursement by providing Air Canada Baggage Claims (see contact information below) with the following documents within 21 days of returning from your travels:
- Your completed Baggage Declaration Form or a letter summarizing your claim for compensation;
- All original receipts;
- Your WorldTracer File Reference Number;
- Flight information and passenger names; and
- Baggage tags and boarding passes.
How to contact Baggage Services
When writing to us, please provide all relevant information, such as your File Reference Number, passenger name(s) and address(es), date(s) of travel, and any other identifying information. Any specific details you can give us about your baggage and its contents are relayed to the airport agents and ground personnel and will help them locate your baggage sooner.
Within North America:
Air Canada Baggage Claims
Air Canada ZIP 1116
P.O. Box 8000, station Airport
Dorval, Quebec
H4Y 1C3
Phone: 1 888 689-BAGS (2247) – Toll free, 24 hours a day, 7 days a week
Fax: 514-422-2900
Toll-free fax: 1 800 237-3563
Via email
Outside North America:
Contact the Air Canada Baggage office nearest you.
Worldwide (Star Alliance Partners):
Visit Star Alliance for a list of our partner airlines.
When we locate your baggage…and if we don't
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.
In the unlikely event that we are unable to locate your baggage, a final resolution will be made in accordance with our applicable Tariffs, Conditions of Carriage and with the applicable international convention (i.e. Warsaw or Montreal) and forwarded to you by Canada Post.
Insurance and baggage liability limitations
You are advised to keep valuables, important documents and money either on your person or in your carry-on baggage. Please also ensure that your belongings are packed suitably and when required, in hard-shell cases.
While we will make every attempt to ensure your baggage is handled with care, you should know that Air Canada's liability for loss or delay of, or damage to baggage is limited under the terms and conditions of Air Canada's 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's liability is limited to $1,500 CAD per passenger. Please note that only one passenger may file a claim per bag.
If your international travel (including domestic portions on international travel) is subject to the Warsaw Convention, Air Canada and Jazz' liability is limited to approximately $20 USD (20 EUR) per kg per passenger for checked baggage, and approximately $400 USD (400 EUR) per passenger for unchecked baggage.
If your international travel (including domestic portions on international travel) is subject to the Montreal Convention, Air Canada and Jazz' liability is limited to approximately $1,663 USD (1,357 EUR) per passenger.
Subject to the provisions of the Montreal Convention and the Warsaw Convention where applicable, Air Canada assumes no liability for perishables or liquids, nor does it accept liability for valuables or items whose loss may cause serious damage, such as money, jewellery, silverware, negotiable papers, securities, computers, cameras, cellular phones, business documents, samples, paintings, antiques, artifacts, manuscripts, prescription drugs, or irreplaceable books or publications. Unless otherwise specified, a valuable will be deemed any item whose value is $1,000 CAD or more per kilogram, or $1 CAD per gram.
