Damaged baggage

We handle and transport our customers’ baggage with care. However, 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.

This information also applies to damage to wheelchairs and mobility aids.

How do I 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. For more information, please feel free to chat with one of our representatives:

CHAT NOW

You can also contact the Central Baggage Office Call Centre:

Tel.: 1 888 689-BAGS (2247), toll free, 24 hours a day, 7 days a week

See more contact information below.

Will the damage be repaired?

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)

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.

What if the damage occurred as a result of a CATSA/TSA inspection?

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 Traffic Security Authority (CATSA – Canadian airports) or the Transportation Security Administration (TSA – US airports) if you believe the damage to your baggage occurred as a result of an inspection by one of these authorities.

How do I contact Air Canada Baggage Claims?

Within North America:
Tel.: 1 888 689-BAGS (2247)
Toll free within North America
24 hours a day, 7 days a week

Air Canada Baggage Claims
Air Canada ZIP 1116
P.O. Box 8000, station Airport
Dorval, Quebec
H4Y 1C3

Via email : Make sure to 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.

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.

What are Air Canada’s 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.

The provisions of the Montreal Convention are waived in the event of damage to a wheelchair or mobility aid.

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.