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Delayed, Lost or Damaged Baggage

We work hard to get your checked bags to you on time. If your checked bags are mishandled, we’ll go the whole nine yards to resolve the situation as quickly as possible.

If your baggage is delayed

What we’ll do to help

What we’ll ask you to do

Report delayed baggage

If you are still at the airport

  • If your baggage isn’t on the designated pick-up carousel upon landing at your final destination, we suggest first checking the area around nearby carousels.
  • If you are still unable to locate your checked bag, please report the missing bag to our airport staff within 4 hours of your arrival at the destination airport. They can confirm if your bag is scheduled to arrive on the next flight.
  • If you need to leave before your baggage arrives or if your bag has not been located, our baggage agent can assist you with submitting a Delayed Baggage Report through WorldTracer, our baggage tracking system.
  • If you are unable to reach anyone at the airport, please proceed with submitting your Delayed Baggage Report online directly.
  • After your Delayed Baggage Report has been submitted, you’ll receive a reference number, which you’ll need to track the status of your baggage, inquire about delivery times or change delivery or contact information.

If you have left the airport

  • If you’ve left the airport, you must report your missing bag in writing within 5 days of your flight arrival. If you can’t find your bag tag number, please contact our Call Centre for assistance at 1-888-619-8622.
Report Delayed Baggage

Track the status of your delayed baggage online

How to check the status of your delayed baggage report

Use your delayed baggage report reference number to track the progress of your baggage report online and as needed, modify the delivery and contact information. You’ll receive updates on the status of your baggage and be notified as soon as it is found and ready for collection or delivery.

Note that if your itinerary involves multiple airlines or you've arrived on an international flight, it may take some extra time to return your baggage to you, due to flight duration, frequency of flights and local Customs processes at each airport.

If your baggage has not been found within 5 days of reporting the delay, we recommend that you provide a detailed description of your baggage contents. By telling us what’s inside your baggage, we have a greater chance of matching it to the baggage that’s been found. You can add those details in the Baggage Details section of your WorldTracer Delayed Baggage Report, if you have not already done so when you submitted your initial report. Listing any easily identifiable or out of the ordinary items will help even more.

Manage Delayed Baggage

If your baggage is damaged

What we’ll do to help

When you report a damaged bag to us, we will assess the damage to your bag. With certain exceptions including normal wear and tear or damage resulting from a defect in the bag, if it is determined that the bag was damaged while in our care, we will reimburse you any baggage fees. Porter’s maximum liability for damaged baggage (including contents and incidental expenses) is up to 1,288 Special Drawing Rights per person (approximately CA $2,400).

What we’ll ask you to do

Report damage to your baggage

Report Damaged Baggage

Following up on a damaged baggage report

If you have submitted a damaged baggage report online, and would like to inquire about the status of your claim, simply send your inquiry as a reply to the confirmation email you received with your case.

Compensation claims and liability

If your baggage was mishandled while in our care, you can submit a claim for eligible expenses.

Mishandled baggage fee refund

If your checked baggage is damaged while in our care or if it does not arrive at the same time as you at your destination, you may request a refund of the amount you paid in baggage fees.

In order to qualify for a refund, you must have paid Porter for the checked bag that has been delayed and had at least one Porter-operated flight as part of the journey.

To request a reimbursement of your baggage fees, please complete the form below.

Submit Request for Reimbursement

Out-of-pocket expense reimbursement

If your checked baggage was delayed and you had to make interim expenses as a result of not receiving your bag upon landing at your destination, you are entitled to reasonable expense reimbursements due to the delay of your bag(s). Reasonable expenses generally amount to $50 per day for the first 5 days that the bag is delayed. However, these guidelines are not daily limits and any additional costs incurred will be evaluated on an individual basis, up to our maximum liability. All claims should be submitted within 21 days.

You will be required to provide proof-of-purchase and any disbursements will be deducted from the final settlement if the bag is not located. Costs for replacement clothing and toiletries cannot be refunded if your baggage is lost on your return flight or is delayed and delivered late.

To complete your claim, you will need:

  • Your confirmation number
  • Flight details
  • Baggage report reference number
  • Details of your interim expenses
  • Itemized receipts and other documents in support of your claim
Submit Request for Reimbursement

Compensation for lost bags

If your checked bag has not been found within 5 days of reporting the delay, please fill out the Baggage Declaration Form (PDF) and provide a detailed description of the contents of your baggage. To complete your claim, please upload the filled out Baggage Declaration Form (PDF) when submitting the reimbursement claim form below.

If your baggage has not been traced within 21 days, we will process the claim while continuing to search.

If you have travel insurance coverage, please check your policy benefits. Porter’s liability for lost baggage is limited by international conventions. For details, review our General Conditions of Carriage and Tariffs.

To complete your liability claim, you will need:

  • Your confirmation number
  • Flight details
  • Baggage report reference number
  • Completed Baggage Declaration Form (PDF)
  • Original purchase receipts
  • A photo of one government issued ID

Please fill out all the required fields and provide all information to the best of your knowledge so that we can process your claim as quickly as possible.

Submit a Baggage Liability Claim

Maximum baggage liability

Maximum baggage liability info collapsed Maximum baggage liability info expanded

Porter is not liable for any damage to baggage resulting from (a) normal wear and tear, (b) unsuitable or inadequate packing of contents, or (c) inherent defect or quality of the baggage. Porter does not accept fragile, valuable or perishable articles in checked baggage.

Porter’s maximum liability for delayed, lost or damaged baggage (including contents) is 1,131 Special Drawing Rights External site which may not meet accessibility guidelines per person (approximately $2,035 CAD).