CUSTOMER SERVICE PLAN

1. OFFER THE LOWEST AVAILABLE FARE

Our lowest fares are available on our website, MyCPAir.com. Certain fares such as internet promotions, may not be available to our reservations agents and are only available at www.myCPAir.com.

 

2. COMMUNICATE DELAYS AND FLIGHT DISRUPTIONS

We know it’s important to keep customers informed and we’ll make every reasonable effort to ensure we provide accurate, up-to-date flight information. We will update customers about delays, cancellations and diversions.

To ensure we can contact you, we recommend you add your email address and phone number to your reservation, either when you book at MyCPAir.com or afterwards by updating your information on the Manage Flights page.

 

3. DELIVER BAGS ON-TIME

If for some reason your baggage does not arrive on your scheduled flight, we will make every reasonable effort to locate and return your bag to you within 24 hours. We will compensate you for reasonable, actual and verifiable interim expenses resulting from delayed baggage as required by 14 C.F.R. Part 254 for domestic flights and as required by applicable international agreements for international flights. In the event your bag is lost, we will reimburse you for any fee charged to transport that bag.

We encourage you to place your contact information both on the inside and outside of all checked and carry-on baggage. We will attempt to contact any person named on a bag when we find an unclaimed, checked bag that contains a name and address or a telephone number.

RECOMMENDATION: Items of necessity such as medication, keys, passports and anything of significant value (such as electronic devices, computers, cameras and jewelry) should be packed in your personal items.

 

4. ALLOW RESERVATIONS TO BE HELD OR CANCELLED WITHOUT PAYMENT

California Pacific does not allow reservations to be held without payment.

Refunds are provided for reservations made seven days (168 hours) or more prior to your scheduled departure, provided the refund is requested within 24 hours of your initial reservation.

 

5. PROVIDE PROMPT TICKET REFUNDS

We will provide prompt refunds for eligible tickets once we receive your request accompanied by any required documentation. When refunds are allowed we will provide prompt refunds, less any applicable service fees, to the original form of payment. In the event of a flight cancellation or oversale situation, we will refund fees charged to you for services for which you paid but were unable to use. If you used a credit card to make your purchase, we will submit the request for a refund to the credit card issuer within 7 business days of receiving your completed request for a refund. The credit card issuer will refund the purchase price under the terms of the credit card agreement; your credit card statement may not immediately reflect the refund. For purchases made with cash, check or other forms of payment, we will issue your refund within 20 business days of receipt of your completed request for a refund. For refund assistance, please contact 855-505-9394.

 

6. PROPERLY ACCOMMODATE CUSTOMERS WITH DISABILITIES AND OTHER SPECIAL NEEDS

California Pacific Airlines will provide our customers who have special needs, including individuals with disabilities and unaccompanied minors, with the level of attention, respect and care they deserve. In doing so, we will accommodate customers with disabilities, as required by Part 382 of U.S. Department of Transportation rules, and other special-needs customers as set forth in our policies and procedures, including during lengthy tarmac delays. If your travel includes another carrier, you should inquire with that carrier in the case of special travel needs, as different carrier policies and procedures may apply.

 

7. MEET CUSTOMERS' ESSENTIAL NEEDS DURING LENGTHY ON-BOARD DELAYS

Sometimes a flight may be delayed on the ground before receiving takeoff clearance from Air Traffic Control, after landing at your destination or during a diversion to another airport. These delays, known as “tarmac delays,” are rarely of extended duration. If, however, your flight experiences an extended tarmac delay after you have boarded or after the plane has landed, we commit to providing timely information on the situation. We will also provide for your essential needs including, as safety and security conditions allow, food, water, operable restroom facilities, and, access to medical treatment. Please see our Extended Tarmac Delay for more details.

 

8. TREAT CUSTOMERS ON "OVERBOOKED" FLIGHTS FAIRLY

As required under 14 C.F.R. Part 250, in the event of a flight oversale situation, customers holding a confirmed reservation will not be denied a seat until we first ask for volunteers willing to give up their confirmed seats. If there are not enough volunteers, we will deny boarding to customers in accordance with our written policy on boarding priority. If you are involuntarily denied boarding and have complied with our check-in and other applicable rules, we will give you a written statement that describes your rights and explains how we determine boarding priority for an oversold flight. In most cases, you will be entitled to compensation and transportation on an alternate flight. California Pacific Airlines makes complete rules for the payment of compensation, as well as our policy about boarding priorities, available at U.S. airports we serve. We will follow these rules to ensure you are treated fairly. Customers should keep in mind that they may be denied boarding without compensation if they do not check in on time or do not meet certain other requirements, or if California Pacific Airlines offers the customer alternate transportation that is planned to arrive at the customer’s destination or first stop-over no later than one hour after the planned arrival time of the customer’s original flight.

 

9. DISCLOSE TRAVEL ITINERARY, CANCELLATION POLICIES, MILEAGE PROGRAM RULES AND AIRCRAFT CONFIGURATION AND LAVATORY AVAILABILITY

We'll gladly provide you with detailed information about our policies, products, aircraft configurations and services.

This information is available on our website at the following links:

• Frequent flyer terms and conditions

• Cancellation Policies and other policies that apply to your ticket

• Aircraft configuration, including seat width, pitch ranges and lavatory availability.

• All Travel on California Pacific Airlines is subject to the terms of our Contract of Carriage.

 

10. PROVIDE NOTIFICATION CHANGES TO YOUR TRAVEL ITINERARY

In the event a schedule change impacts your upcoming travel itinerary, we will send you an email to notify you of the change if we have your email address. If you purchased your ticket though a travel agency, including an online travel agency, we will notify the agency of the itinerary change so they can contact you about the change.

 

11. BE RESPONSIVE TO CUSTOMER FEEDBACK AND CONCERNS

We value feedback from our customers to help us learn what we're doing well, as well as where we can improve. Our Customer Relations Department handles all of your feedback and ensures the information is circulated to the appropriate departments within California Pacific Airlines.

 

You may contact us in three ways with your compliments, complaints or questions.

1. In writing, you may send written correspondence to us at:

California Pacific Airlines

114 TownPark Drive

Suite 500

Kennesaw, GA 30144

2. By email, customerservice@mycpair.com

 

3. By a phone call at 855-505-9394, then 2.

 

12. PROVIDE FOR CUSTOMERS INCONVENIENCED BY A FLIGHT DELAY, DIVERSION, CANCELLATION, OR MISCONNECTION

With regards to flight delays and cancellations, some situations are within our control and others are not.

Here's how we describe the difference:

Controllable Situations are defined as delays, diversions, cancellations or service delivery failures considered within California Pacific Airline's control (such as delayed baggage or flight delays and cancellations caused by aircraft damage, mechanical issues, etc.). If your flight is delayed, cancelled, diverted, or if you miss a connecting flight due to controllable situations, we'll do our best to get you to your destination and place you on the next available California Pacific Airlines flight at no additional charge. Alternatively, if your flight is cancelled we'll provide you, upon request, a full refund of any unused portion of your ticket.

Uncontrollable Situations are defined as flight delays, diversions, or cancellations out of California Pacific Airline's control (such as those caused by weather, Air Traffic Control, etc.).  We truly regret that uncontrollable situations may interrupt your travel. Given their nature, we do not offer compensation for uncontrollable events beyond the re-accommodation on the next available California Pacific Airlines flight. Alternatively, if your flight is cancelled we'll provide you, upon request, a full refund of any unused portion of your ticket.

In the event of severe weather, we will enact our Severe Weather Plan and issue travel advisories on MyCPAir.com. The Severe Weather Plan allows for re-booking of flights without additional fees for a later date when the weather improves.

 

 

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