Flight Delays & Cancellations
Flight delays and cancellations are travel disruptions preventing passengers from completing their scheduled itinerary on time. A flight delay is when a flight takes off and/or lands later than its scheduled time. A flight cancellation occurs when a flight does not operate.
Should you receive notification of a change to your flight itinerary with Pacific Coastal Airlines 14 days or more before travel it is classified as a “schedule change”. Changes classified as schedule changes are not eligible for the compensation noted below. Should your itinerary be adjusted due to a schedule change you will be contacted by our Customer Service team who will provide you with your rebooking options. Passengers who experience a flight delay or cancellation at the airport will be accommodated according to the Priority Protection Travel Status outlined on our website.
What we will do
In the event you experience a flight delay greater than three hours or your flight is cancelled, Pacific Coastal Airlines will offer you the following alternate travel arrangements:
- Rebook you on the next available Pacific Coastal Airlines flight upon your request to your final destination at no additional cost; or
- Rebook you on an alternate flight or travel date at no additional cost; or
- Re-accommodate you on the next available flight on a carrier Pacific Coastal Airlines has a commercial agreement with; or
- If alternate travel arrangements offered (rebooking to the next available flight) do not accommodate your travel needs, you may cancel the affected segment and/or all unused flight segments with no penalty and receive a refund issued to the original form of payment;
- If you have chosen to receive a ticket refund instead of rebooking on another flight due to a Controllable disruption, you are entitled to compensation for the inconvenience in the amount of $125.00 monetary compensation.
How we will help
Standard of treatment is the care that Pacific Coastal Airlines will provide to passengers free of charge following a travel disruption. The category of travel disruption will determine if a passenger is entitled to standard of treatment. Passengers affected by a flight delay or cancellation due to uncontrollable events are not entitled to standard of treatment. Passengers affected by a flight delay or cancellation due to situations within Pacific Coastal Airlines control or within Pacific Coastal Airlines control, but required for safety may be entitled to standard of treatment.
| Standards of Treatment |
Passengers entitled to standard of treatment who are informed of a flight delay or cancellation less than 12 hours before the scheduled departure time, and the flight delay is two or more hours after the scheduled departure time are offered the following:
1. Food and drink*
Pacific Coastal Airlines will issue meal vouchers, valid at pre-established restaurants. Meal vouchers will be issued taking into account the length of travel disruption and time of day.
2. Access to communication
Should a passenger request access to communication, Pacific Coastal Airlines will offer the use of a phone or direct the passenger to join available public WiFi networks.
3. Accommodation
If a passenger is required to wait overnight for their original flight or for a flight reserved as part of an alternate travel arrangement, Pacific Coastal Airlines will offer overnight accommodations. Transportation will also be provided to and from the accommodations.
*Due to the location of some airports, food and drink options may be limited and/or not available to passengers. If your flight has been delayed two or more hours, please speak with the customer service agent at your departure airport to learn what standards of treatment are available.
How we will compensate
Pacific Coastal Airlines may provide compensation to passengers following a travel disruption. It is important to understand that the category and length of travel disruption will determine if a passenger is entitled to compensation. Pacific Coastal Airlines does not offer compensation or reimbursement for any additional expenses incurred as a result of travel disruptions within control, but required for safety or uncontrollable events. Passengers travel that is disrupted due to controllable events are entitled to compensation based on the length of delayed arrival to the final destination.
| Compensation |
| Length of Arrival Delay* | Monetary Compensation |
|---|---|
| 2 hours & 59 minutes or less | $0.00 |
| 3 hours to 5 hours & 59 minutes | $125.00 |
| 6 hours to 8 hours & 59 minutes | $250.00 |
| 9 hours or greater | $500.00 |
*Arrival Delay — the arrival time of the passenger’s cancelled flight at the final destination compared to the arrival time at the final destination on the original ticket.
How to Claim Compensation
To receive monetary compensation as a recourse for a controllable flight delay or cancellation greater than 3 hours, the disrupted passenger must apply for compensation. To apply, please fill in the form below and click on Submit or print the PDF version, fill it out, and mail it in. You have one year from the date of the disrupted flight to take this action. Pacific Coastal Airlines will respond within 30 days of receiving your claim.