Travel Advisories

Delayed, Lost or Damaged Baggage

Delayed Baggage

We do our very best to make sure your baggage arrives with you at your destination. Sometimes due to unforeseen circumstances, baggage may be delayed in transit. The information in this section will explain what you need to know and what the next steps are when dealing with delayed baggage.

If you are unable to locate your checked bag upon landing, please report your missing bag to a Pacific Coastal Airlines Customer Service Agent immediately in order to expedite your baggage tracking process.

When you report a missing bag to us at the airport, the Customer Service Agent will ask you to provide:

  • Your contact information
  • A detailed description of your baggage and content
  • Your boarding pass with reservation number

This information will assist the agent in completing a Baggage Irregularity Claim form CB-009 as soon as the baggage is identified as delayed.

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. Please refer to the tab Maximum Baggage Liability below.

If you have left the airport, you must report your missing bag in writing within 21 days of your flight arrival.

Where to send your baggage claim:

Email: baggage@pacificcoastal.com

Address:

Pacific Coastal Airlines

Baggage Department

4980 Cowley Crescent,

Richmond, BC  V7B 1C1

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.)
  • A completed Baggage Irregularity Claim form CB-009

If you have any questions about baggage claims, you may contact our Call Centre.
If your baggage was delayed, we will provide a refund for the checked baggage fees that you paid on flights operated by Pacific Coastal Airlines.
While you are without your belongings as a direct result of your delayed baggage, we will reimburse you for reasonable expenses that you’ve incurred for rentals or essential items. Examples of essential items may include but are not limited to clothes and toiletries or sport equipment rental. All claims must be supported by receipts.

Claims for interim expenses must be made within 21 days from the date on which the delayed baggage was received.

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. Please refer to the tab Maximum Baggage Liability below.

Damaged Baggage

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 or replace it. In addition, we will provide a refund for the checked baggage fees that you paid on flights operated by Pacific Coastal Airlines.

Report your damaged bag to us for assessment at your arrival airport. This will assist the agent in completing a Baggage Irregularity Claim form CB-009 if warranted as soon as possible.

  • 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 Pacific Coastal Airlines baggage tags still attached to report the damage
  • You must report your damage to us in writing up to 7 days from the date of arrival at your destination airport
Where to send your baggage claim:

Email: baggage@pacificcoastal.com

Address:

Pacific Coastal Airlines

Baggage Department

4980 Cowley Crescent,

Richmond, BC  V7B 1C1

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 Pacific Coastal Airlines baggage tag(s) attached on the baggage
  • photographs of the damage
  • A completed Baggage Irregularity Claim form CB-009

If you have any questions about baggage claims, you may contact our Call Centre.

Pacific Coastal Airlines is liable for damage sustained to checked baggage upon condition only that the event which caused the damage took place on board the aircraft or during any period within which the checked baggage was in the care of Pacific Coastal Airlines; with certain exceptions including:

a. minor damage such as would be expected under normal wear and tear during transit;

b. damage resulting from a defect in or quality of the bag; or

c. unsuitable or inadequate packing of contents

Pacific Coastal Airlines does not accept fragile, valuable, or perishable articles in checked baggage.

Note: We recommend not packing the following items in your checked baggage: house/car keys, jewelry, valuables, cash, life-saving medicine/medical devices, important documents, or personal electronic devices.

Pacific Coastal Airline’s maximum liability for delayed, lost, or damaged baggage (including contents) is 1,288 Special Drawing Rights External site which may not meet accessibility guidelines per person (approximately $2,400 CAD).
Talk to us

If you have questions or concerns about your claim, please contact our Call Centre.

Write to us

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

Address:

Pacific Coastal Airlines

Baggage Department

4980 Cowley Crescent,

Richmond, BC  V7B 1C1

Email: baggage@pacificcoastal.com

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.

If you are unable to resolve a claim or dispute directly with us, you may seek the assistance of the Canadian Transportation Agency.
If a repair has been approved, you may choose to:

  • Bring your damaged baggage back to the airport and have Pacific Coastal Airlines send it to our authorized repair centre.
  • Bring the baggage to the authorized repair centre yourself.
  • Have the baggage repaired at the repair shop of your choice and provide your receipt for reimbursement.