Delayed or Damaged Baggage

We do our very best to make sure your bags arrive with you to your destination. But sometimes things don’t go as planned. The information below tells you what you need to know, and will also help answer some of the questions you may have.

If you’ve 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 can’t locate your checked baggage upon arrival, you'll need to notify a representative of the airline with which your flight terminates. Here’s an example of what we mean.

If you've arrived on an Air Canada, Air Canada Express or Air Canada Rouge flight, it’s 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 ,
    • 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.
    • Chat with one of our representatives:

Important: If there’s more than one airline on your itinerary, or if you’re 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 bags are still missing after five days

In the unlikely event that the airport Baggage Service Counter can’t locate your delayed baggage within five days, our Central Baggage Tracing will take over. To assist you, we ask that you to complete the Baggage Tracing webform.

  • This form must be submitted within 21 days from the date of your arrival.

When we locate your bags

Once we've located your baggage and ensured it reaches its destination airport, it will be delivered to you via our contracted carrier in the area or FedEx.

A few more things you’ll need to know

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.

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 Conditions of Carriage unless a higher value is declared in advance and additional charges associated with the higher value are paid.

Please also read Air Canada’s Limits of Liability.

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 from the date on which you received your bag:

  • Please complete the Interim Expenses Webform;
  • All original receipts;
  • Your WorldTracer File Reference Number (Incident Report Number);
  • Flight information and passenger names; and
  • Baggage tags and boarding passes.

To ensure your baggage issue is processed in a timely manner, please complete and submit the appropriate webform available at: Let Us Know Alternatively, you may reach us through the following channels.

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

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.

We handle and transport your baggage with care. But, if you believe Air Canada, Air Canada Express or Air Canada Rouge damaged your checked baggage, please see below on how to report the damage to us.

The information below also applies to damage to wheelchairs and mobility aids.

How to report damaged baggage

At the airport

If you’re still at the airport and you notice that your baggage has been damaged, please advise an agent at the Air Canada or Air Canada Express Baggage Service Counter before leaving the airport.

After you’ve left the airport

For damage not noticed at the airport, we strongly advise that you return to the airport with your damaged baggage(s), ticket(s) and baggage tag(s) to report the damage. 

You can also contact our Baggage Services or chat with one of our representatives:

A few more things you’ll need to know

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 Conditions of Carriage unless a higher value is declared in advance and additional charges associated with the higher value are paid.

Please also read Air Canada’s Limits of Liability.

Damage may be considered for repair if proof of damage is reported to Air Canada Baggage Claims:

  • immediately upon discovering the damage and
  • in writing, no later than seven days from receipt of the baggage (see contact information below).

Proof of damage can be presented to Air Canada Baggage Claims, within the above-mentioned timelines, as follows:

  • photographs of the baggage with the baggage tag(s) on the baggage,
  • photographs of the damage,
  • ticket(s) and baggage tag(s)

Alternatively, you may submit your claim at: Let Us Know

You may then choose to:

  • Have Air Canada send the bag to an authorized repair centre,
  • Bring the bag to the authorized centre yourself, or
  • Have the bag repaired at the repair shop of your choice. We strongly recommend that you contact Air Canada Baggage Claims (see contact information below) to submit the estimate of the repair prior to repair.

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

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. Please contact the Canadian Air Transport Security AuthorityOpens in New Window (CATSA – Canadian airports) or the Transportation Security AdministrationOpens in New Window (TSA – US airports) if you believe the damage to your baggage occurred as a result of an inspection by one of these authorities.

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

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.