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. The information provided below will let you know what you can expect during a disruption to your journey with us.

Denied Boarding

Overbooking is a practice within the airline industry when an airline chooses to sell more tickets than available seats for a flight. Pacific Coastal Airlines has made the decision to never overbook the flights we sell. We believe that it is more important for our customers to have confidence that their reservation will be fulfilled rather than create the opportunity to make additional revenue by overbooking our flights.

In the unlikely event where denied boarding is required and is within Pacific Coastal Airlines’ control, passenger(s) may be entitled to compensation. We will first look for volunteers before the denied boarding process would start. A volunteer would be offered the following known as our Disruption Allowance:

  1. Refund to the original form of payment for the value of their flight segment that will be disrupted
  2. Future travel credit equal to the value of their flight segment that will be disrupted (a non-transferable credit that is valid for one year from the date of issue)
  3. Complimentary confirmed travel on the next available Pacific Coastal Airlines flight to their original disrupted destination

Should no customer(s) volunteer to travel on a different flight the denied boarding process will begin. We will strive to avoid denying boarding to the following customers:

  • Unaccompanied minors
  • Persons with a disability and their support person
  • Service animal
  • Passenger(s) who are traveling with their family
  • Passenger(s) who were previously denied boarding on the same ticket

In cases of denied boarding within Pacific Coastal Airlines’ control, except for reasons required for safety* or outside of our control, a passenger may be entitled to compensation as follows:

Arrival Delay LengthMonetary CompensationFuture Travel Credit
Less than 6 hours$900.00 CAD$1,350.00 CAD
Over 6 hours but less than 9$1,800.00 CAD$2,700.00 CAD
9 hours or more$2,400.00 CAD$3,600.00 CAD

*Note: Although we do not overbook our flights there are rare situations when an unforeseen overbooked situation may occur. For example, should we need to change the size of aircraft operating a flight due to a mechanical issue or should there be a mechanical issue with a seat. Furthermore, as we provide service to remote airports we are restricted to operate within payload limitations of our aircraft. Knowing that we cannot always take a full payload from select airports we proactively “curtail” our flights, where we block some seats for sale on the aircraft to help endeavour that we will have ample payload to carry all passengers and their baggage. Despite these curtailments, we sometimes are unable to accommodate all passengers. These examples are considered to be within the carrier’s control but required for safety. In these situations, and situations outside of our control, we would not issue compensation to customers; however, we will assist them by providing assistance outlined in the Disruption Allowance noted above.

Finally, no compensation or disruption allowance will be provided if a customer is being refused to transport:

  • For health, safety, or security reasons;
  • For failing to follow carrier rules or instructions;
  • Because a passenger does not have appropriate travel documents; or
  • The passenger has failed to respect check-in and departure gate cut-off time limits

Communication

Pacific Coastal Airlines will communicate with passengers effected by a flight delay or cancellation by providing flight status updates every 15 minutes until a new departure time has been established. Information will be provided as soon as possible with details about the nature of the flight delay or cancellation. Information will be provided through the following means:

  • An audible announcement within the airport terminal;
  • Online flight status tool; and
  • Flight information display screens in airports where applicable

We encourage customers to visit our online flight status tool to view the latest information about our flights.

Lost and Damaged Baggage

Delayed Baggage: If you can’t locate your checked baggage upon arrival, notify one of our agents right away. If you’re unable to locate one of our agents complete and submit the Lost Baggage Claim Form (CB-005) within 4 hours of your arrival.

Damaged Baggage: Please examine your baggage’s condition upon arrival. If the condition is less than what it was when you checked in, please report to a customer service agent at our check-in counter right away. If you’re unable to do this, please completely fill in the applicable form (Damage and/or Pilferage Claim Form/CB-006) within 4 hours of your arrival.

Tarmac Delays

Although rare, it is possible that a Pacific Coastal Airlines flight could encounter an extended tarmac delay due to weather conditions, air traffic control restrictions, gate availability, mechanical problems, or other uncontrollable circumstances that result in ground delays. Should a flight experience a tarmac delay our flight crew will provide you with status updates every 30 minutes as new information is made available about the ground delay. If permitted safe to do so by flight crew we will do our best to allow passengers to communicate with people outside of the plane (using their own personal electronic device), provide access to lavatories*, food and drink*, and proper ventilation for heating or cooling if feasible.

Should a tarmac delay extend beyond 3 hours we will provide the option for passengers to disembark from the aircraft, permitted that we can safely facilitate.

*Note: only our Saab aircraft have onboard lavatories and food and drink.

Musical Instruments

We will accept small musical instruments as part of carry-on baggage allowance as long as they meet the carry-on dimension regulations and piece allowance. All carry-on musical instruments must be stowed in the overhead bin, under the seat, or in other approved locations. This is left to the discretion of the cabin crew and customer service agent upon checking the flight and baggage loads. Musical instruments in a soft-sided case cannot be placed on the valet cart. Musical instruments that exceed our carry-on baggage allowance must be checked in and will only be accepted provided they are properly packed in a hard-sided case. Applicable checked baggage fees apply.

If instruments exceed the maximum checked baggage dimensions, the oversize fee will be waived. Overweight fees will apply if the item exceeds 50lbs.

Air Passenger Protection Regulations

If you are denied boarding 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 Pacific Coastal Airlines or visit the Canadian Transportation Agency’s website.

Si l’embarquement vous est refusé 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 Pacific Coastal Airlines ou visiter le site Web de l’Office des transports du Canada.

Require further assistance?

  • Passengers may contact Pacific Coastal Airlines directly by calling 1.800.663.2872 or by emailing reserve@pacificcoastal.com
  • If you have attempted to resolve a complaint with Pacific Coastal Airlines directly and are unsatisfied with the outcome you may file a complaint with the Canadian Transportation Agency
  • For further detailed information about the above content please refer to our Domestic Scheduled Tariff