Documents required to complete the form

Proof that you contacted the airline in writing

You need to submit proof that you contacted the airline in writing. This includes your written complaint to the airline and the airline’s written response (unless they did not respond within 30 days).

Airline ticket, booking confirmation or invoice

This is the proof of purchase for your flight. It is usually emailed to you when you book your flight. Airlines call it different names, but it will include the total cost of your trip.

Airline booking number or reservation code

Your booking number or reservation code is a 6-digit alphanumeric code used to uniquely identify you in the airline’s system. It may also be called the "booking reference" or "PNR" code. It is usually a six-character code found on your ticket, confirmation, receipt or invoice. It is crucial for an accurate and efficient review.

Booking details, including the complete flight itinerary

This includes all the dates, times, and airports for all the flights in your journey. This may also be found on your booking confirmation, receipt or invoice.

For bumping (denied boarding), you will need written confirmation of what the airline offered you.

Before bumping a passenger, airlines must first ask for volunteers. If you are moved to a later flight, the airline must provide you with a written confirmation of the benefits that you accepted.

Additional documents you may need

Receipts for out-of-pocket expenses related to the problem you experienced

This includes receipts for food and drinks, access to communication (Wi-Fi, phone or roaming charges), accommodation for overnight delays, and transportation to and from the accommodation. For baggage issues, this includes receipts for replacing or renting items that were lost or damaged as well as baggage fees.

Ticket number

This is usually a 13-digit number shown on your ticket and/or itinerary. Not all airlines use a ticket number. This may also be found on your booking confirmation, receipt or invoice.

Boarding pass

This is the document you are given when you check-in (at the check-in desk, a check-in kiosk or online). It shows the flight information, departure gate, and your seat number.

Documents for baggage-related issues

If you filed a baggage claim, you must still contact the airline to file a complaint.

Property Irregularity Report (PIR) or Incident report

This is the report you filed with the airline at the airport (usually in the baggage claim area or baggage office) or by phone.

Damaged property report, if provided

This is a report describing the damage to your baggage or its contents. This report is made at the airport (usually in the baggage claim area or baggage office), online or by phone with the airline that you arrived on.

Complete list of missing or damaged items, including the value per item

This is a list or spreadsheet of all the missing or damaged items that were in your baggage, including the cost to replace each item.

Receipts for replacement items

This includes receipts for replacing or renting missing or damaged items you have already replaced.

Baggage claim limits

There is a limit to the amount you can claim for baggage issues. If your baggage is lost or damaged while in the airline’s care, the airline must compensate you up to approximately $2,780. This amount is set by the Montreal Convention.