Standing at a silent luggage carousel is a universal travel nightmare. You watch the last stray stroller and a duct-taped cardboard box circle three times, realize the lights are dimming, and it hits you. Your suitcase isn't coming. If you're dealing with missing baggage Air Canada has a very specific, often frustrating process you have to follow to the letter if you ever want to see your clothes—or a reimbursement check—again.
It’s stressful. I get it. You've got a wedding to catch or a business meeting in four hours and you’re wearing sweatpants.
The reality is that while Air Canada handles millions of bags, things go sideways. Maybe the tag ripped off in the sorting system at Pearson. Maybe a tight connection in Montreal meant your bag stayed on the tarmac while you sprinted to Gate 52. Whatever the reason, the clock is ticking the second you walk away from that belt.
The First 24 Hours are Make-or-Break
Don't go home. Seriously, if you can avoid it, do not leave the airport without a WorldTracer number. This is a 10-character file reference (like YYZAC12345) that is basically your bag's social security number for the next few days.
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Air Canada’s policy technically allows you to report delayed baggage online within 24 hours, but honestly? It's way harder to get someone to pay attention once you've cleared customs and gone to your hotel. Find the baggage service counter. It’s usually tucked away near the carousels. Wait in the line. Get the paper.
Why the Property Irregularity Report (PIR) Matters
The PIR is the formal record that the airline failed its contract of carriage. Under the Montreal Convention, which governs most international flights, and the Air Passenger Protection Regulations (APPR) in Canada, this piece of paper is your golden ticket. Without a file reference number, you don't exist in the system.
The agent will ask for a description. "Black suitcase" isn't enough. Tell them about the neon green ribbon you tied to the handle or the specific scuff mark on the left wheel. These details get entered into a massive global database that matches "found" bags with "lost" reports.
Understanding Your Rights to Reimbursement
Here is what most people get wrong: you don't have to wait for the bag to be "officially" lost to start spending money.
If your baggage is delayed, Air Canada is liable for "reasonable" expenses. What's reasonable? If you're in Vancouver for a ski trip and they lost your poles and parka, buying a replacement jacket is reasonable. Buying a Gucci tuxedo for a casual beach vacation is not.
- Keep every single receipt. Digital photos of receipts are okay, but keep the physical ones too.
- The $2,300 Cap: Under the Montreal Convention, the maximum liability for a lost or delayed bag is roughly 1,288 Special Drawing Rights (SDR). In real-world money, that's usually around $2,300 CAD per person.
- Don't wait to claim. You have 21 days from the day you receive your bag to submit a formal claim for expenses. If the bag never shows up, the timeline for a "lost" claim is different.
When "Delayed" Turns Into "Lost"
Air Canada considers a bag officially lost if it hasn't been found within 21 days. At this point, the conversation shifts from "where is my bag" to "how much do you owe me."
This is where the paperwork gets intense. You’ll be asked to provide an inventory. This is why seasoned travelers take a photo of the inside of their bag before zipping it up. It’s much easier to prove you had three pairs of Lululemon leggings and a MacBook charger when you have a timestamped photo.
The Interim Expenses Trap
Air Canada might offer you a "daily allowance" or a flat-rate voucher. Be careful. Accepting a small, immediate payout might sometimes (depending on the fine print they make you sign) waive your right to claim higher actual expenses later. If your needs exceed their "standard" offer, stick to your guns and cite the APPR.
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Under Canadian law, the airline must refund any baggage fees you paid if the bag is delayed or lost. If you paid $35 to check that bag, you get that $35 back in addition to your expense reimbursement.
Common Friction Points in the System
Let's talk about the "Montreal-Toronto" black hole.
If you flew a multi-leg journey involving a partner airline (like United or Lufthansa) but the final leg was Air Canada, you must file the claim with Air Canada. The rule is: you file with the last carrier you flew, regardless of who you think lost the bag.
Another weird quirk? Checked "limited release" items. If you checked a guitar or a surfboard in a soft case and signed a waiver, Air Canada will often try to deny claims for damage. However, they are still responsible for the loss of the item. Don't let a "limited release" tag scare you off from claiming the total value if the item never appears.
Proactive Strategies for Next Time
You can't control the baggage handlers at Heathrow, but you can control the data.
- AirTags are non-negotiable now. For $35, you get the peace of mind of seeing your bag is actually in the terminal and not left in Frankfurt. When the agent says "It's on the next flight," and your phone shows it's at a warehouse three miles away, you have leverage.
- Remove old tags. The scanner gets confused by that sticker from your 2023 trip to Mexico. Peel them all off.
- Inside Info: Put a business card or a piece of paper with your phone number inside the mesh pocket of the suitcase. External tags get ripped off. Internal ones don't.
How to Escalate if They Ignore You
If Air Canada ghosts your emails or denies a legitimate claim for essentials, you have two main paths.
First, file a formal complaint with the Canadian Transportation Agency (CTA). They are the regulator. It takes a long time—sometimes months or even over a year because of the backlog—but it’s a formal process that the airline cannot ignore.
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Second, if the value is high and you’re getting nowhere, consider Small Claims Court. Many passengers have successfully sued airlines for Montreal Convention violations. It sounds intimidating, but for a $2,000 claim, it’s often the only way to get a human to actually look at your file.
Specific Steps to Take Right Now
If you are reading this while staring at an empty baggage belt, do this:
Find the Air Canada Baggage desk immediately and get your File Reference Number. Do not leave without it. Take a photo of the agent’s name tag or write it down.
Download the Air Canada app. There is a "Track My Bag" feature that sometimes updates faster than the ground staff.
Buy the absolute essentials you need for the next 24 hours. Keep it modest—think toiletries, underwear, and one change of clothes. Save the receipts.
Log into the Air Canada baggage portal every 12 hours to check for updates. If the status doesn't change for 48 hours, call the central baggage office at 1-888-689-BAGS (2247). Be polite but firm.
Check your credit card benefits. Many premium cards (like Amex Platinum or Chase Sapphire) have better baggage delay insurance than the airline itself. They might cover $500 after just 6 hours of delay, which is much faster than waiting for an airline reimbursement.
Submit your final expense claim via the Air Canada website within 21 days of getting your bag back. Include PDFs of all receipts and your original boarding pass.
The system is designed to be a war of attrition. They hope you'll get tired and go away. If you keep your receipts and know your rights under the Montreal Convention, you'll eventually be made whole. It just takes a lot of patience and even more paperwork.