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 tariff.

If your baggage is delayed

We successfully carry 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 24 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 does not arrive on the same flight as you, we will reimburse you any baggage fees.

  • 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 (this generally amounts to $25 per day to a maximum of two days).

  • If your bag is not located within 21 days, we would ask you submit a claim for the value of the bag and its contents, limited to a maximum of $2,100 CAD.

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 1 hour 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.

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. In addition, we will reimburse you any baggage fees.

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 CMA, 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 CMA 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.

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

To place a baggage claim, or if you have any questions about baggage claims, please contact our customer care department.

+ Maximum baggage liability

CMA 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. CMA does not accept fragile, valuable or perishable articles in checked baggage.

CMA’s maximum liability for delayed, lost or damaged baggage (including contents) is $1,131 Special Drawing Rights per person (approximately $2,100 CAD).

+ Damaged or lost mobility aids

If we do not provide your checked mobility aid to you upon arrival due to loss or damage to the mobility aid:

  • We will use our best efforts to provide a suitable temporary replacement without charge
  • In the case of a damaged mobility aid that can be repaired, in addition to attempting to find a temporary replacement above, we will arrange at our expense for the prompt and adequate repair of the aid and return it to you as soon as reasonably possible; or
  • If a damaged aid cannot be repaired or is lost and cannot be located within 96 hours following the passenger's arrival, we will in addition to providing a temporary replacement above, replace it with an identical aid satisfactory to the passenger, or reimburse the passenger for the replacement cost of the aid.

+ Complete Terms and Conditions of Carriage

Complete terms and conditions relating to your rights in the event of baggage loss, delay or damage can be found in our Domestic Tariff. 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

If you have questions or concerns about your claim, please contact our Customer Care Department. If you are unable to resolve a claim or dispute directly with us, you may seek the assistance of the Canadian Transportation Agency."