Travel Disruptions

Our top priority at Pacific Coastal Airlines is to ensure the safety and well-being of our customers. While we strive to provide a consistent and reliable service by flying our customers to their destination on time, sometimes unforeseen circumstances can arise causing disruption to travel plans.

Travel Disruption Categories

It is important for passengers to understand the three types of travel disruptions. The category of flight disruption will determine how your reservation is handled and what relief you are entitled to under the Air Passenger Protection Regulations. Selecting the travel disruption category will provide you with the information to what you can expect during a disruption to your journey with us.

The three travel disruption categories are:

1. Uncontrollable events

Uncontrollable events are situations Pacific Coastal Airlines does not have control over, some examples are:

  • Medical emergencies;
  • Weather conditions that, make it impossible to safely operate the aircraft;
  • Accidents involving the aircraft, such as collisions (e.g., with a bird, a drone, etc.);
  • Natural disasters;
  • Airport operational issues; and
  • Instructions from air traffic control

 2. Controllable, but required for safety

Situations within Pacific Coastal Airlines control but required for safety purposes are those required by law to reduce risk to passengers’ safety.

  • Unexpected aircraft malfunctions not identified in routine maintenance that may compromise safety;
  • Decisions the airline makes based on its Safety Management System; and
  • Safety-related decisions pilots in command of an aircraft make at their discretion

3. Controllable events

Controllable events are those that cannot be shown to fall into the other two categories. These may stem from commercial and operational decisions Pacific Coastal Airlines makes in its day-to-day operations, such as:

  • Intentional overselling flights;
  • Consolidating or cancelling flights with low passenger demand;
  • Similar actions aimed at maximizing revenue;
  • Crew/staffing issues over which Pacific Coastal Airlines has reasonable control;
  • Flight preparation activities like aircraft cleaning, baggage loading, and aircraft fueling;
  • Routine or scheduled maintenance, including any subsequent repairs or required activities; and
  • Scheduling and availability of staff and flight crew.

Types of Travel Disruptions

Some examples of travel disruption are:

Flight Delays & Cancellations
Tarmac Delays
Flight Diversions
Denied Boarding

Air Passenger Protection Regulations

If you are denied boarding, your flight is cancelled or delayed for at least two hours, or your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations. For more information about your passenger rights please contact your air carrier or visit the Canadian Transportation Agency’s website.

Règlement sur la protection des passagers Si l’embarquement vous est refusé, ou si votre vol est annulé ou retardé d’au moins deux heures ou si vos bagages sont perdus ou endommagés, vous pourriez avoir droit au titre du Règlement sur la protection des passagers aériens, à certains avantages au titre des normes de traitement applicables et à une indemnité. Pour de plus amples renseignements sur vos droits, veuillez communiquer avec votre transporteur aérien ou visiter le site Web de l’Office des transports du Canada.