Delayed or damaged baggage

We do our very best to make sure your baggage arrives with you at your destination, but sometimes things don’t go as planned. The information in this section explains what you need to know, and what the next steps are when dealing with delayed baggage.

If you can’t locate your checked baggage upon arrival, the first thing you'll need to do is notify a baggage service agent of the airline with which your flight terminates. If you’re terminating with Air Canada, you can also use our self-serve option by scanning the QR code located near our Baggage Services counters.

For the most up-to-date information on your delayed bag, please use the Air Canada app.

Don't have the Air Canada App?
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The baggage service agent will ask you to provide:

  • Your contact information
  • A detailed description of your baggage and contents
  • Your baggage claim stubs
  • Your boarding passes

This information will help with the creation of a Delayed Baggage File.

Access your Delayed Baggage File

If you’ve already completed a Delayed Baggage File and have an incident report number (example YULAC12345), you can update your Delayed Baggage File. If you haven’t completed an incident report upon arrival, please create one. 

If you have not heard from us within 48 hours, please reach out.

Create a file Review your file

 

What to do if your baggage is still missing after 5 days

In the unlikely event that our Baggage Services can’t locate your delayed baggage within 3 days, you’ll be required to complete the Baggage Tracing form via our Baggage Issues section of the Let Us Know form page without delay, and our Central Baggage Tracing Team will take over.

For our Central Baggage Tracing Team to successfully reunite you with your property, please list all items and contents as accurately as possible on the Delayed Baggage form on the Let Us Know form - regardless of the monetary value.

When we locate your baggage

Once we've located your baggage and have ensured it reached its destination airport, we will contact you to arrange delivery via our contracted carrier in the area or FedEx.

Mobility aids

Do you need to report a delayed or damaged mobility aid? Please file a report  by following the steps on our mobility aids and assistance page.

More information

Baggage fee refund

If your baggage was delayed, we’ll refund the checked baggage fees that you paid on flights operated by Air Canada, Air Canada Rouge, or Air Canada Express.

Interim expenses

While you are without your belongings as a direct result of your delayed baggage, we will reimburse you for reasonable expenses that you’ve incurred for rentals or essential items. Examples of essential items may include but are not limited to clothes and toiletries or sport equipment rental. All claims must be supported by receipts.

How to claim expenses

You may request a reimbursement by completing the Submit Expenses section via our Let Us Know form. You’ll need to supply the following information to support your claim for reimbursement:

  • Flight information
  • Your WorldTracer incident report number
  • Upload all original receipts
  • Baggage tags or baggage claim stubs
  • Boarding passes

Note: Claims must be submitted within 21 days from the date on which you received your baggage or they will not be processed.

Insurance and limitations to baggage liability

While we will make every attempt to ensure your baggage is handled with care, please note that in the unlikely event we are unsuccessful in locating delayed baggage, our Baggage Claims Team will make every effort to offer a satisfying final resolution in line with Air Canada's Conditions of Carriage.

Note: Never pack house/car keys, jewelry, valuables, cash, life-saving medicine/medical devices, important documents, or personal electronic devices in your checked baggage. Please be sure that your fragile items are suitably packed and well protected.

Contacting our Baggage Claims Team

Central Baggage Office: 1 888 689-BAGS (2247) – Toll free, open from 05:00 to 23:00 ET, 7 days a week within Canada or the United States.

Fax: 1 800 237-3563 or 514-422-2900

Via our Let Us Know form.

Worldwide (Star Alliance Partners): Visit Star Alliance for a list of our partner airlines.

IMPORTANT: No matter how you submit your report or file, please make sure you complete it within seven days of receiving your belongings.

We work hard to handle and ship your bags with care. However, it is possible that bags may be damaged during flight; and when it does, our dedicated team is on hand and ready to help make things right.

If you do notice damage upon arrival at your destination, we ask that you please report it as soon as possible after you land.

Reporting damage at the airport

The best time to report any damage to your bags is while you’re still at the airport.

Simply head to the Air Canada Baggage Service Counter and let one of our agents know right away.

In airports in Canada, where the service is available, we can even provide you with replacement baggage before you leave the airport.

Reporting damage after leaving the airport

Sometimes we notice damage to our bags only after we’ve left the airport. In those cases, the best thing to do is to return to the airport with your damaged bag, your ticket, and your baggage tag to report the damage to one of our agents at the Air Canada Baggage Service Counter.

If going back to the airport isn’t an option, you can call our Central Baggage Office at 1 888 689-BAGS (2247). The number is toll free within Canada and the U.S., and our agents are available around the clock.

If you are a Canadian resident: Please contact our Central Baggage Office  to open a report. I f you've already created one at the airport or through our call center, you can access your file .

If you are not a Canadian resident: Kindly submit your claim using the Baggage Issues section of our Let Us Know form.

File a claim

What happens next

When you report your damaged bag to our agents, either in person or by phone, they will create a file with your flight and baggage details, as well as your contact information and email address.

Shortly afterwards, you’ll receive an email with a file number and a link to an online form.

From that link, simply follow the prompts to add a description of the damage and attach images of your bag and any receipts.

To make it right, we’ll either have your bag replaced or repaired. 

IMPORTANT: Don’t dispose of your damaged bag until your claim has been finalized. You’ll have 60 days to have your damaged baggage assessed, repaired, or replaced.

More information

What happens if my mobility aid or wheelchair is damaged during transport?

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.

More about our accessibility services.

My bags were damaged during a security checkpoint inspection. Who do I turn to?

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.

Will my bag fees be refunded if my bag was damaged?

If your bag was damaged, we will absolutely refund the checked baggage fees you paid for travel on one of or Air Canada, Air Canada Rouge or Air Canada Express flights.

What are Air Canada’s insurance and baggage liability limitations?

While we make every attempt to ensure your baggage is handled with care, please note that we are not responsible for cosmetic damage.

Our Baggage Claims Team will make every effort to offer a satisfying final resolution in line with Air Canada's Conditions of Carriage.

Note: Never pack house/car keys, jewelry, valuables, cash, life-saving medicine/medical devices, important documents, or personal electronic devices in your checked baggage.

Please be sure that your fragile items are suitably packed and well protected.

How can I reach Air Canada’s Central Baggage Office?

You can reach our agents anytime by calling:

1 888 689-BAGS (2247)
Toll free within Canada or the United States.

Calling from outside Canada or the U.S.? Visit our international directory.