Delayed baggage

We regret that your baggage has been delayed, but we will make every effort to return it to you as soon as possible. We trust that the following information will answer any questions you have.

If you have already completed an incident report and have a File Reference Number, you can:
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, 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, Air Canada Express or Air Canada rouge flight, it is important that you notify an agent at the Air Canada or Air Canada Express Baggage Service Counter immediately upon arrival at the airport (failure to do so releases Air Canada, Air Canada Express and Air Canada rouge 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,
    • Chat with one of our representatives:

      CHAT NOW

    • 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),
  • Within 21 days of returning from your travels, 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 Interim Expenses Claim Form AND 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:

  1. Visit our Contact Us - International page.
  2. Choose your country from the drop-down menu.
  3. Call the number for your country’s baggage services office.

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, please note that liability for the loss of, damage to, or delay in the delivery of 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, liability for the loss of, damage to, or delay in the delivery of baggage is limited to $1,500 CAD per passenger unless a higher value is declared in advance and additional charges are paid. 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, 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, the liability of Air Canada, Air Canada Express and Air Canada rouge in respect of destruction, loss of, or damage or delay to baggage is limited to 1,131 Special Drawing Rights (approximately EUR 1,357; US $1,663) per passenger, in most cases.

Subject to the provisions of the Montreal Convention and the Warsaw Convention, as well as the provisions of its applicable tariffs, Air Canada, Air Canada Express and Air Canada rouge may refuse carriage of property in checked luggage that is not suitable for transportation, such as fragile or perishable items and may refuse to carry valuable items (a valuable is deemed to be any item whose value is $ 1,000 CAD or more, per Kilogram or $1 CAD per gram).    Air Canada, Air Canada Express and Air Canada rouge may refuse claims based on the inherent nature of an item (e.g. its perishable nature), or for loss or delay of unsuitably or inadequately packed items, to the extent that the destruction, loss or damages resulted from the inherent defect, quality or vice of the baggage, or, in the case of delay, that the carrier, its agents, and servants took all measures that could reasonably be required to avoid the damage, or that it was impossible to take such measures.