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Lost Luggage

You just stepped off your flight; you are tired and want to go to your hotel for a shower and some sleep. You have been waiting quite awhile for your luggage and everyone else from your flight seems to have already found their luggage and has left. When the carousel stops, your luggage is nowhere in sight and you start to wonder if the airline could have lost your luggage. What should you do, who should you go to? Should you report it before you leave the airport?

With so many people flying, it is inevitable that airlines may lose or misplace passengers luggage from time to time. It can be very frustrating and disappointing to arrive at your destination without your luggage, especially if you are away from home. If this does happen to you, it is important that you know how to properly handle the situation.

At the Airport

The first step to take once you are sure that all or some of your checked luggage is missing or has been damaged is to report it immediately to the airline company. Most carriers require that you report within a certain time limit. Your claim for baggage compensation may not be accepted if you exceed the time limit, thus it is important to go to the baggage claim desk at the airport immediately. (Please note that if you are to claim any luggage at any time during your travel, be sure to report missing luggage at the airport where it was lost, do not wait until your final destination.)

If your baggage cannot be found at the airport, here is what you should do:

Have the airline representative complete the appropriate forms for a baggage claim and make sure you receive a copy before leaving the airport.
Find out what their baggage claim procedure is and if you need to make any further calls, and how you will be contacted once your baggage has been found.
Ask for the phone number to the airlines claim department so that you can keep in touch with them and monitor the progress of your claim.
Make sure that you keep copies of all forms and airline documents, including tickets, baggage claim checks and any correspondence you receive while the claim is in progress. You should also save receipts from items that you buy to replace the contents of your baggage. Some airlines provide cash relief for lost or delayed luggage and others may reimburse you for the purchase of basic necessities.

Once you Arrive

Once the airline has exhausted all means to find your baggage and still cannot locate it, you may then be provided compensation. However, compensation varies depending on the liability policy your airline has for lost, delayed or damaged baggage. Most policies are limited. Luggage liability is found in the terms and conditions of carriage that applies to all passengers once they have purchased their ticket. While checking your baggage before you fly, ask the airline representative about liability limits. If you feel the limit does not cover the value of your bag, you may request a higher liability in advance for an additional charge, if the airline carrier offers this service. If not, you may wish to carry more valuable possessions with you in your carry-on, or leave them behind.

If you have already made a baggage claim, have been in further contact with the airlines claim department and are experiencing undue delay, you may wish to take further action and file a formal complaint using the Complaint Courier tool.

Things to remember before you fly:

Bring a change of clothing and carry important items such as medication, glasses and toiletries in a carry-on with you, in the event that your checked baggage is delayed or lost. However, make sure that you are aware of items prohibited in carry-on baggage on Transport Canada's web site.
Call ahead or check with the airline representative about the airlines lost or delayed baggage policy before checking your luggage so that you may either purchase higher liability if it is not sufficient, or remove certain valuable items from your luggage.
There are certain items that may not be covered by airlines baggage liability. Be sure to check with your airline first. Some of the common items not covered under the airlines liability are: money, jewellery, silverware, negotiable papers and securities, business documents and prototypes and electronic and office equipment. To be sure, do not carry any valuables in your checked luggage.