Delayed, Lost and 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. On this page, you’ll find a summary of our baggage policies. A complete Terms and Conditions related to baggage can also be found in our Tariffs.

If your baggage is delayed

Porter successfully carries baggage to thousands of passengers each year. Sometimes, due to unforeseen circumstances, baggage may be delayed in transit. Most delayed bags are delivered to passengers within hours.

What we’ll do to help

  • When you report a missing bag to us, we will complete a Baggage Irregularity Report and enter your information into our baggage tracking system.
  • Once your bag’s been located, we will contact you and arrange the delivery.
  • If your bag is not recovered and delivered to you within 24 hours, we will also provide you with a $25 electronic travel voucher per day for up to five days (i.e. up to $125).
  • If you have expenses because of a baggage delay and are eligible to receive compensation, we will compensate you for reasonable and necessary out-of-pocket expenses.
  • If your bag is not located within 21 days, we will pay you the value of the delayed bag or the amount of our Baggage Liability.

What we’ll ask you to do

  • If you are unable to locate your checked bag upon landing, please report the missing bag to our airport staff within 4 hours of your arrival at the destination airport.
  • If you’ve left the airport, please report your missing bag in writing within 7 days of your flight arrival.

Reporting a missing or delayed bag after leaving the airport

Where to send your baggage claim

Porter Airlines Inc.
Central Baggage Department
Billy Bishop Toronto City Airport
Toronto, Ontario M5V 1A1
Canada

What to include with your baggage claim:

  • your name and contact information
  • your confirmation, date of travel and flight number
  • a brief written explanation of your claim
  • a detailed description of your bag (colour, brand name etc.)

If you are submitting an authorized claim for expense reimbursement, please include:

  • your baggage claim/incident number (if applicable)
  • your original receipts for expenses incurred due to the delay of your bag(s).

If you have any questions about baggage claims, you may contact Porter’s Central Baggage Department at 647-826-7163 or toll free at 1-844-826-7163 (hours of operation 8:30 am – 8:30 pm ET).

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 repair the bag, replace it, or if you prefer we will provide you with a travel voucher.

What we’ll ask you to do

  • Report your damaged bag to us for assessment at your arrival airport. If your flight was not operated by Porter, please contact the airline that operated your flight.
  • If you notice the damage after leaving your destination airport, we strongly encourage you to return to the airport with your damaged bag with the Porter baggage tags still attached to report the damage.
  • You may also report your damage to us in writing up to 7 days from your receipt of your bag following arrival.

Reporting a damaged bag after leaving the airport

Where to send your baggage claim

Porter Airlines Inc.
Central Baggage Department
Billy Bishop Toronto City Airport
Toronto, Ontario M5V 1A1
Canada

What to include with your baggage claim:

  • your name and contact information
  • your confirmation, date of travel and flight number
  • a brief written explanation of your claim
  • photographs of the baggage with the baggage tag(s) attached on the baggage
  • photographs of the damage

If you have any questions about baggage claims, you may contact Porter’s Central Baggage Department at 647-826-7163 or toll free at 1-844-826-7163 (hours of operation 8:30 am – 8:30 pm ET)

If your bag is damaged as a result of CATSA/TSA inspection

Porter assumes no liability for damage to checked bags or personal property resulting from the additional security screening performed by federal agencies. Please contact CATSA or TSA if you believe the damage to your baggage occurred as a result of an inspection by one of these authorities.

Tracking your baggage claim

To find out the status of your baggage claim, you can look it up online with the 13-digit incident number that was issued to you.

If you do not have your incident number or if you have questions, please contact our Central Baggage Department.

1-844-826-7163

647-826-7163

Monday to Friday 8:30 AM to 8:30 PM ET

Maximum baggage liability

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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.

For travel within Canada, Porter’s maximum liability for delayed, lost or damaged baggage (including contents) is $1,800 CAD per person.

For travel between Canada and the United States, Porter’s maximum liability for delayed, lost or damaged baggage (including contents) is 1,131 Special Drawing Rights per person (approximately $2,083 CAD).

If the passenger has declared a higher value and paid the related fee, Porter’s maximum liability will be the amount of the declared value of the baggage up to $3,000.

Complete Terms and Conditions of Carriage

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Complete terms and conditions relating to your rights in the event of baggage loss, delay or damage can be found in our Domestic Tariff (see Rules 9, 15 and 16.2) and our Canada to United States Transborder Tariff (see Rules 40, 75 and 80F) and our International Tariff (see Rules 11, 17 and 18.2).

In the event of any conflict between the information on this page and the provisions of our tariffs, the applicable tariff will govern.

Dispute resolution process

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Talk to us

If you have questions or concerns about your claim, please contact our Central Baggage Department.

1-844-826-7163

647-826-7163

Monday to Friday 8:30 AM to 8:30 PM ET

Write to us

Please submit your written comments or complaints to our Central Baggage Department.

You will receive a confirmation email that includes a case number. We review all complaints and concerns promptly and respond as quickly as reasonably possible. Some complaints may, however, require more time and effort to address. Normally, a full response and explanation will be given within 30 days or as soon as reasonably possible.

You may also mail your comments to:

Central Baggage Department
Porter Airlines Inc.
Billy Bishop Toronto City Airport
Toronto, Ontario M5V 1A1
Canada

If you are unable to resolve a claim or dispute directly with us, you may seek the assistance of the Canadian Transportation Agency.