Pacific Coastal Airlines
Compensation
This guide outlines your rights as a passenger with Pacific Coastal Airlines under the Canadian Air Passenger Protection Regulations (APPR) enforced by the Canadian Transportation Agency (CTA) for flights within Canada, the Montreal Convention for baggage issues, and Pacific Coastal Airlines’ Domestic Scheduled Passenger Tariff. It covers flight disruptions, baggage handling, tarmac delays, family seating, and musical instruments, based on official sources including www.pacificcoastal.com, www.otc-cta.gc.ca
Introduction to Pacific Coastal Airlines
Pacific Coastal Airlines, headquartered in Richmond, British Columbia, is a regional airline operating domestic flights across British Columbia and Alberta, serving destinations like Vancouver (YVR South Terminal), Victoria (YYJ), Kelowna (YLW), and Prince George (YXS). As a Small Carrier under the APPR (transporting fewer than two million passengers annually in the past two years), Pacific Coastal complies with APPR, the Montreal Convention, and its Domestic Scheduled Passenger Tariff to support passengers during disruptions. The airline operates a fleet of Saab 340 and Beechcraft 1900 aircraft, offering a single Economy cabin focused on regional connectivity.
Key Services
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Network: Regional routes within Western Canada, with a focus on smaller communities and remote airports.
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Cabin Classes: Economy (standard seating, no onboard lavatories on Beechcraft 1900 aircraft; Saab 340 aircraft have lavatories and overhead bins).
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Accessibility: Services for passengers with disabilities and unaccompanied minors (5–11 years, with mandatory escort service for a fee).
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Customer Support: Updates via website, email, airport announcements, or flight information display screens during disruptions.
Your Rights During Flight Delays
For Pacific Coastal Airlines flights delayed by 2 hours or more:
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Prompt Communication: Updates every 30 minutes on delay reasons (e.g., maintenance, crew issues) via audible airport announcements, website flight status, flight information display screens, or accessible formats for passengers with disabilities (e.g., email or phone).
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Standards of Treatment: (within Pacific Coastal’s control or required for safety, notified <12 hours, after 2 hours past scheduled departure):
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Meals and refreshments (e.g., meal vouchers at pre-established airport restaurants, based on wait time and time of day; limited at remote airports).
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Access to communication (e.g., phone use or public Wi-Fi where available).
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Overnight Delay: Hotel accommodation and round-trip transportation for non-residents, subject to availability.
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Assistance may be limited if it would further delay the flight or if facilities are unavailable at remote airports.
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Alternate Arrangements (delays ≥3 hours):
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Within Pacific Coastal’s Control or for Safety: Free rebooking on the next available flight. If the airline cannot provide a confirmed booking within 48 hours, they must rebook the passenger on a flight operated by any carrier.
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Outside Pacific Coastal’s Control (e.g., weather, air traffic control): Rebooking on the next available flight. If the airline cannot provide a confirmed booking within 48 hours, they must rebook the passenger on a flight operated by any carrier.
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Refunds: Full refund if travel no longer serves a purpose, or return to your point of origin if stranded.
Compensation for Delays
(within Pacific Coastal’s control, not required for safety, notified ≤14 days):
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3-6 Hours: CAD 125
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6-9 Hours: CAD 250
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9+ Hours: CAD 500
Exclusions: No compensation for delays due to extraordinary circumstances (e.g., weather, medical emergencies, airport operational issues), if notified ≥15 days in advance, or for non-public fares. For international flights, the Montreal Convention may apply (up to 1,519 Special Drawing Rights, ~CAD 2,780 as of December 28, 2024).
Flight Delayed 3+ Hours? Claim Up to $500 Compensation — Check Eligibility Now
Your Rights During Flight Cancellations
For Pacific Coastal Airlines flights cancelled:
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Prompt Notification: Updates within 30 minutes via website, email, airport announcements, or flight information display screens, with accessible communication.
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Standards of Treatment: (within Pacific Coastal’s control or for safety, notified <12 hours):
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Meals and refreshments after 2 hours (limited at remote airports).
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Hotel accommodation and round-trip transportation for non-residents during overnight delays, subject to availability.
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Alternate Arrangements:
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Within Pacific Coastal’s Control or for Safety: Rebooking on the next available flight. If the airline cannot provide a confirmed booking within 48 hours, they must rebook the passenger on a flight operated by any carrier.
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Outside Pacific Coastal’s Control: Rebooking on the next available flight. If the airline cannot provide a confirmed booking within 48 hours, they must rebook the passenger on a flight operated by any carrier.
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Refunds: Full refund if travel no longer serves a purpose, or return to the point of origin.
Compensation for Cancellations
(within Pacific Coastal’s control, not for safety, notified ≤14 days):
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3-6 Hours Delay: CAD 125
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6-9 Hours Delay: CAD 250
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9+ Hours Delay: CAD 500
Exclusions: No compensation for cancellations due to extraordinary circumstances (e.g., weather, air traffic control), notified ≥15 days in advance, or if compensated elsewhere.
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Your Rights During Missed Connections
If a Pacific Coastal delay or cancellation causes a missed connection:
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Communication: Updates every 30 minutes via website, email, or airport announcements.
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Standards of Treatment (within Pacific Coastal’s control or for safety):
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Meals and communication after 2 hours (limited at remote airports).
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Hotel and transportation for overnight delays.
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Rebooking or Refund:
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Rebooking: Rebooking on the next available flight. If the airline cannot provide a confirmed booking within 48 hours, they must rebook the passenger on a flight operated by any carrier.
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Refund: Refund or return to the point of origin if travel no longer serves a purpose.
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Compensation for Missed Connections
(within Pacific Coastal’s control):
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3-6 Hours Delay: CAD 125
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6-9 Hours Delay: CAD 250
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9+ Hours Delay: CAD 500
Notes: Pacific Coastal operates primarily point-to-point regional flights, so missed connections may involve partner airlines. Contact Pacific Coastal for assistance with codeshare or interline flights.
Your Rights During Denied Boarding
If involuntarily denied boarding on a Pacific Coastal flight due to operational constraints (e.g., aircraft change, payload limitations at remote airports):
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Volunteer Process: Pacific Coastal seeks volunteers with benefits (e.g., travel vouchers, CAD 100–300). Volunteers are not entitled to APPR compensation.
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Rebooking or Refund:
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Within Pacific Coastal’s Control or for Safety: Rebooking on the next available flight. If the airline cannot provide a confirmed booking within 48 hours, they must rebook the passenger on a flight operated by any carrier.
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Outside Pacific Coastal’s Control: Rebooking on the next available flight. If the airline cannot provide a confirmed booking within 48 hours, they must rebook the passenger on a flight operated by any carrier.
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Refund: Full refund for unused ticket portions, or return to the point of origin if travel no longer serves a purpose.
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Standards of Treatment: (within Pacific Coastal’s control or for safety):
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Meals and communication after 2 hours.
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Hotel and transportation for overnight delays, subject to availability.
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Compensation for Denied Boarding
(within Pacific Coastal’s control, not for safety):
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3-6 Hours Delay: CAD 900
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6-9 Hours Delay: CAD 1,800
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9+ Hours Delay: CAD 2,400
Exclusions: No compensation for safety, security, health, inadequate travel documents, or if equivalent seating is offered.
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Your Rights for Baggage Issues
For lost, delayed, or damaged baggage:
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Prompt Communication: Report delayed or damaged baggage at the airport Baggage Service Desk immediately, providing contact information, baggage description, and boarding pass. File claims within 7 days (damaged baggage) or 21 days (delayed/lost baggage) via online contact page, or mail (Pacific Coastal Airlines, Baggage Department, 4980 Cowley Crescent, Richmond, BC V7B 1C1). Include a Baggage Irregularity Claim form (CB-009).
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Compensation (Montreal Convention):
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Lost/Damaged Baggage: Up to 1,519 Special Drawing Rights (~CAD 2,780 as of December 28, 2024) for loss or damage. Pacific Coastal will repair or replace damaged baggage (excluding normal wear and tear, defects, or overpacking).
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Delayed Baggage: Refund of baggage fees; reasonable expenses (e.g., toiletries, clothing) up to CAD 250 with receipts, if returned within 21 days.
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Wheelchairs/Mobility Aids: Full replacement value if lost/damaged, without liability limits.
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Process:
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Submit claims with boarding pass, baggage tag, receipts, and photos (for damaged baggage). Court action within 2 years.
Notes: No liability for fragile, valuable, or perishable items (e.g., jewelry, electronics, documents), normal wear and tear (e.g., scratches, ripped seams), or damage due to overpacking or defects.
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Tarmac Delays
Your Rights During Tarmac Delays
For tarmac delays at Canadian or U.S. airports:
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Communication: Updates every 30 minutes via onboard announcements, app, or airport staff.
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Care After 90 Minutes:
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Food and beverages in reasonable quantities.
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Access to lavatories.
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Ventilation, heating, or cooling.
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Communication access (e.g., free Wi-Fi, phone calls).
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Medical assistance if needed.
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Disembarkation: After 3 hours, unless takeoff is imminent within 45 minutes, if safe to facilitate. Priority for passengers with disabilities.
Stuck on the Tarmac? Know Your Rights Under Canadian Law — Check Eligibility Now
Reimbursement of Expenses
Your Rights for Reimbursement of Expenses
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Eligible Expenses: Reasonable costs (e.g., meals, toiletries, transportation) for delays ≥2 hours or cancellations within Pacific Coastal’s control, or delayed baggage (≤CAD 250) with receipts.
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Process: Submit receipts via baggage@pacificcoastal.com or mail. Claims require proof of expenses.
Reimbursement Limits
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Delayed Baggage: Up to 1,519 Special Drawing Rights (~CAD 2,800) for reasonable interim expenses under the Montreal Convention, plus refund of baggage fees.
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Flight Delays/Cancellations: Reasonable expenses based on delay duration, location, and time of day (e.g., meals for 2+ hour delays, hotel for overnight disruptions).
Note: No reimbursement for expenses due to uncontrollable events (e.g., weather, air traffic control).
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