- Delayed baggage
- Damaged baggage
Delayed baggage
Delayed baggage
Delayed baggage
We always do our best to make sure your belongings arrive at your destination with you. If this doesn’t happen, our team is here to help make things right. Follow the steps below to find out how we can help.
For the most up-to-date information on your delayed bag, please use the Air Canada app.
Step 1
Report
At the airport
If you’ve arrived at your final destination on an Air Canada flight and can’t find your checked bag, please report it using the link below or by scanning the QR code near the Air Canada baggage service counter. If you require additional assistance, please see one of our baggage agents.
For travel ending with any other airline, please report your delayed bag with them.
Step 2
Processing
Once you have an incident report number (ex. YULAC12345) you can review or update your Delayed Baggage File by using the link below.
Step 3
Making it right
Once your belongings arrive, our baggage agents will make arrangements for delivery. Pickup at the airport is only available if you’ve already arranged in advance with one of our baggage agents.
Delivery
If your belongings are being delivered, our delivery service will reach out by email, SMS or phone using the contact information you’ve provided, then arrange a suitable time for delivery to the address on file. They’ll also send delivery updates throughout the delivery process.
Delivery processing time may vary if customs clearance is required.
Pickup at the airport
If you selected the pick-up option with one of our baggage agents at the airport, you’ll be contacted to arrange a pick-up time.
IMPORTANT: Please don’t go to the airport to pick up your belongings unless you’ve already arranged to do so with one of our baggage agents.
Frequently asked questions
My delayed bag wasn’t located. What will Air Canada cover?
Our baggage agents team always works hard to give you a fair solution according to our Conditions of Carriage.
What happens if my mobility aid or wheelchair was delayed?
If your mobility aid or wheelchair was delayed, please notify one of our baggage agents immediately so we can ensure that you receive a temporary replacement, then file a report by following the steps on our mobility aids and assistance page.
It’s been 5+ days since my flight, and my bag hasn’t been located yet. What now?
In the unlikely event that our baggage agents can’t locate your delayed baggage within 5 days, you’ll need to complete the Baggage Tracing form via the Baggage Issues section of our online form.
While my bag was delayed, I had to purchase essential items. Will Air Canada cover the cost?
To make things right, we’ll reimburse you for any reasonable expenses that you’ve incurred for essential items while waiting for your delayed belongings.
Examples of essential items include clothes, toiletries or sport equipment rental. All claims must be supported by receipts.
How do I claim my expenses?
To request reimbursement for expenses incurred while your baggage was delayed, you’ll need to complete the Submit Expenses section of our online form within 21 days from the date you received your delayed baggage.
The information you’ll need to provide includes your:
- Flight information
- Incident report number
- Original receipts
- Baggage tags or baggage claim stubs
- Boarding passes
If my bag is delayed, will my checked baggage fees be refunded?
If your bag is delayed, we’ll refund any checked baggage fees you paid for travel on one of our Air Canada, Air Canada Rouge or Air Canada Express flights.
Damaged baggage
Damaged baggage
Damaged baggage
We always do our best to handle and ship your belongings with care, but sometimes bags are damaged during transport. If this happens, our team is here to help make things right.
Select your area of residence from the tabs below then follow the steps to find out how we can help.
Note: If you are travelling for longer than 14 days, please follow the steps using your current location.
No matter how you submit your damaged bag file or claim, please make sure you complete it within seven days of receiving your belongings.
- Canada
- U.S.
- International
Canada
Canada
Step 1
Report
At the airport
If you notice any damage to your bag, please report it as soon as possible after landing.
Just head to the Air Canada baggage service counter and let one of our baggage agents know right away.
They’ll create a file with your flight and baggage details, as well as your contact information and email address.
After leaving the airport
If you notice damage to your bag after leaving the airport, your quickest option is to return to the airport’s domestic baggage hall and provide one of our baggage agents with your damaged bag, boarding pass and baggage tag.
If going back to the airport isn’t an option, you’ll need to file a claim online using the link below.
Don’t dispose of your damaged bag until your claim has been finalized.
Step 2
Processing
Regardless of how you’ve reported your damaged bag, you’ll receive an email with a file number and a link to an online form. From that link, just follow the prompts to add a description of the damage and attach images of your bag and any receipts.
Online processing may take more than 30 days. To ensure you are getting the quickest service, please see one of our agents at the Air Canada baggage service counter.
Step 3
Making it right
To make things right, we’ll either have your bag replaced or repaired.
In airports in Canada, where the service is available, we can provide you with replacement baggage before you leave the airport.
In the rare case that your bag can’t be replaced or repaired, a claims representative will review your file and reach out with additional options.
U.S.
U.S.
Step 1
Report
At the airport
If you notice any damage to your bag, please report it as soon as possible after landing.
Just head to the Air Canada baggage service counter and let one of our baggage agents know right away.
They’ll help you create a file with our service provider Rynn’s and guide you on how to submit pictures. Rynns will then begin processing.
After leaving the airport
If you notice damage to your bag after leaving the airport, your quickest option is to return to the airport and provide one of our baggage agents with your damaged bag, boarding pass and baggage tag.
If going back to the airport isn’t an option, you’ll need to file a claim online using the link below.
Don’t dispose of your damaged bag until your claim has been finalized.
Step 2
Processing
Regardless of how you’ve reported your damaged bag, you’ll receive an email with a file number and a link to an online form. From that link, just follow the prompts to add a description of the damage and attach images of your bag and any receipts.
Online processing may take more than 30 days. To ensure you are getting the quickest service, please see one of our agents at the Air Canada baggage service counter.
Step 3
Making it right
To make things right, we’ll either have your bag replaced or repaired.
In airports in the U.S., where the service is available, we can provide you with replacement baggage before you leave the airport.
In the rare case that your bag can’t be replaced or repaired, our baggage agents will review your file and reach out with additional options.
International
International
Step 1
Report
At the airport
If you notice any damage to your bag, please report it as soon as possible after landing.
Just head to the Air Canada baggage service counter and let one of our baggage agents know right away.
They’ll create a file with your flight and baggage details, as well as your contact information and email address.
After leaving the airport
If you notice damage to your bag after leaving the airport, you have two options:
- If you’re returning to Canada, your quickest option is to return to the airport and provide one of our baggage agents with your damaged bag, boarding pass and baggage tag.
- If option one is not applicable to you, please file a claim online using the link below.
Don’t dispose of your damaged bag until your claim has been finalized.
Step 2
Processing
Regardless of how you’ve reported your damaged bag, you’ll receive an email with a file number and a link to an online form. From that link, just follow the prompts to add a description of the damage and attach images of your bag and any receipts.
Online processing may take more than 30 days. To ensure you are getting the quickest service, please see one of our agents at the Air Canada baggage service counter.
Step 3
Making it right
To make things right, we’ll either have your bag replaced or repaired.
Where the service is available, we can provide you with replacement baggage before you leave the airport.
In the rare case that your bag can’t be replaced or repaired, a claims representative will review your file and reach out with additional options.
Frequently asked questions
My bag was damaged. What will Air Canada cover?
If your bag was damaged while being transported with us, our baggage agents will work hard to give you a fair solution.
We’ll also refund the checked baggage fees you paid for travel on one of our Air Canada, Air Canada Express or Air Canada Rouge flights.
Please note that we’re not liable for preexisting damage or wear and tear resulting from normal baggage handling, or for any damage caused by a security search conducted by security authority.
What happens if my mobility aid or wheelchair was damaged?
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.
What should I do if my bags were damaged during a security checkpoint inspection?
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.