Providing the Lowest Fare
Other places to shop
Fares Guaranteed for 24 Hours
Prompt Ticket Refunds
Special Needs Passengers
Flight Delays and Cancellations
Extended Delays
Overbooking of Flights
Reconfirming When Your Plans Change
Returning Your Checked Luggage
Placing Value on Your Checked Luggage
Mileage Plan Participation
PartnerShips
Keeping In Touch With Us
Aircraft Configuration
Effective December 1, 1999
Era Aviation has developed this plan to address customer service concerns of the traveling public. The purpose of this plan is to educate passengers about what they can expect from Era Aviation and to enhance the awareness of Era Aviation employees of their responsibilities in implementing this plan.
Providing the Lowest Fare
Era Aviation is committed to offering the lowest fare available to an eligible customer on Era's telephone reservations system for the date, flight, and applicable class of service requested. Our computer system automatically quotes the lowest fare available. If your travel dates and times are flexible, please advise the reservations agent of your alternate choices so that Era agents will be able to assist you in locating the lowest fare possible for your travel.
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Other places to shop
Web Specials: Era Aviation offers special Internet promotional fares based on last minute seat availability. These specials are updated weekly.
Era Aviation Group Sales: If you are traveling in a group (10 or more), discounts may apply. Contact Era Aviation at 1-800-866-8394 for details.
Travel Agencies: Your travel agent can assist in meeting your travel needs, and helping you obtain the lowest available fare on our flights.
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Fares Guaranteed for 24 Hours
Era Aviation will allow customers to hold a telephone reservation without payment for 24 hours, and to cancel a reservation without penalty within 24 hours of making the reservation, in order to give the customer an opportunity to check for lower fares. Cancellations or changes in a purchased ticket generally result in a service fee charge. If you provide payment with a credit card at the time of booking and need to make a change in your reservations, we will be happy to waive our service fee for changing reservations within 24 hours of making the reservation.
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Prompt Ticket Refunds
Era sells both refundable and non-refundable tickets. Tickets needing to be refunded should be returned to the original location of purchase, such as an Era Aviation ticket office, or if purchased from a travel agent, the agency office. Era Aviation will refund eligible tickets purchased directly from Era within 7 business days (for credit card purchases) and within 20 business days (for cash purchases) from receipt of the refund request. Ticket refund applications are available at all Era Aviation ticket offices. Refunds will be credited to the original purchaser and made in the original form of payment.
A non-refundable ticket will state that it is non-refundable on the face of the ticket. Though non-refundable tickets are not eligible for refund, the value of a completely unused ticket may be applied to future travel on Era Aviation up to one year from the original departure date. For a partially used ticket, travel is limited to the original itinerary and the ticket's value toward future travel is reduced by the value of the flown portion of your trip. You also may be able to receive a refund on lost tickets. Lost ticket applications are available at all Era Aviation ticket offices. You can request a refund by sending your lost ticket application to the following address for processing. Please be sure to include a return mailing address.
Era Aviation, Inc.
Attn: Ticket Refund
6160 Carl Brady Drive
Anchorage, Alaska 99502
(907) 248-4422
For more details, contact Era Aviation Reservations at 1-800-866-8394.
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Special Needs Passengers
Whatever your special needs, Era Aviation wants your trip to be enjoyable. If you have any special requirements, you can let us know by calling 1-800-866-8394.
Children traveling alone:
Era Aviation offers unaccompanied minor service on all of our flights. This service includes controlled custody release, weather forecasting and onboard briefings, and supervised connecting flight transfers as part of our commitment of service. Age and transfer requirements vary, so please contact Era Aviation reservations at 1-800-866-8394.
Aircraft Accessibility:
Era Aviation provides courtesy wheelchair service at all of our locations to assist you in boarding and exiting the aircraft. Specially designed aisle chairs are also available for easy access to your seat, along with fold up armrests on some seats. Seating for special needs passengers may be restricted by FAA regulations from emergency exit seating based on the ability of the person to open and operate an emergency exit. In order to best accommodate your needs, please request wheelchair service during check-in.
Mobility Devices:
When small enough, mobility devices such as canes and walkers can be taken onboard the aircraft with you. If such a device cannot be stowed safely in the cabin, it will be tagged and placed in the cargo hold, and returned to you promptly at your final stop.
Electric wheelchairs must be checked as baggage. Since batteries contain corrosive materials, they need to be removed and boxed for additional passenger safety. Providing written assembly instructions and allowing extra time at the gate will help us depart on schedule.
Pre-planned oxygen:
For safety reasons, personal oxygen is not approved for commercial air transport. You can purchase FAA certified oxygen for use on your flight by arranging for it at least 24 hours prior to departure. A physician's note with a specified liter rate is required for onboard usage. Call Era at 1-800-866-8394 for details.
Stretchers:
Era Aviation is certified by the FAA to carry stretchers onboard our de Havilland Twin Otter aircraft for medical transport. Stretcher service is not available on de Havilland Dash 8 aircraft. To arrange for this service, please provide Era with a doctor's request through our reservations department at 1-800-866-8394
Service animals:
Trained and qualified seeing eye and auditory canines traveling with their masters are welcome onboard our aircraft. There is no charge for this service, and such animals are not required to be in kennels due to the nature of their work and training.
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Flight Delays and Cancellations
Whether in the air or on the ground, Era Aviation will provide up-to-the-minute and accurate information available during a delay, cancellation, or flight diversion. We will work to efficiently make decisions behind the scenes to minimize your delay and get you to your destination as soon as possible. Whenever possible, we'll re-book you on the next available flight, even if that flight is not on Era Aviation.
When planning a trip, it is wise to purchase all travel on the same ticket. If your flight is delayed or cancelled, and all affected flight segments are on one ticket, interline rules permit us to reroute you on other airlines. If you are traveling on more than one ticket, we will be happy to contact another airline on your behalf, but are unable to guarantee your connecting travel on other airlines. If the delay has altered your plans, we will gladly reschedule your flight for another day or refund your ticket free of penalty if you choose not to travel.
Weather exceptions:
When your flight delay or cancellation involves weather, we will do all possible to reroute you. If a flight cancellation means you have to overnight in one of the communities we serve, we will assist you to the extent possible, however, Era Aviation is not liable for expenses incurred such as meals, hotels, and local transportation.
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Extended Delays
In the event of an extended delay, Era Aviation will, at a minimum, provide updates for your scheduled departure at least every thirty minutes or when something changes, whichever comes first. If we are aware of a delay exceeding sixty minutes, the aircraft will not be boarded until the flight can depart. If the aircraft has already been boarded, and the delay exceeds sixty minutes, all efforts will be made to return to the terminal. If this is not possible, in-flight amenities such as snack, beverage, and lavatory service will be made available.
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Overbooking of Flights
Era Aviation overbooks flights because people with reservations often do not show up. Whenever a flight is overbooked and more passengers show up than we have seats, we will solicit volunteers to give up their seats. The selection of volunteers is at our discretion. If your seat is not needed, you will be boarded on your original flight. If your seat is needed, you will be given a voucher good for a free Era Aviation round trip ticket and you will be booked on the next available flight.
Involuntary denied boarding
Situations may arise when the weight of passengers and bags who have checked in, plus the addition of fuel loads that vary with weather may cause the maximum allowed weight of the aircraft to be reached before all passengers have been boarded. Since these events are not within the control of Era, denied boarding compensation may not be offered. Though extremely rare, under these circumstances, the last customer(s) to check in will be denied boarding. A free roundtrip ticket may be provided to such passengers, and we will make every effort to accommodate you on the next available flight. Depending on the circumstances, we may provide lodging and meals at our discretion, though we are not obligated to do so.
Qualifying for compensation
To qualify for denied boarding compensation of any kind, you must be checked in at least twenty minutes prior to departure on domestic flights, and 30 minutes for international flights. Customers who are unable to meet check-in time requirements are not eligible for denied boarding compensation but can stand by for later flights that same day at no charge.
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Reconfirming When Your Plans Change
If you decide to change your travel plans, please let us know so we can protect your reservation. If you do not show for your flight, the reservations system automatically cancels the remainder of your itinerary, this is based on the logic is that if you did not fly on one leg of your trip, you can't be in the departure city of your next leg.
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Returning Your Checked Luggage
Era Aviation will make every reasonable effort to return your checked baggage within twenty-four hours when delayed. Era will also attempt to contact any customer whose unclaimed, unchecked luggage contains a name and address or telephone number. Due to flight availability and U.S. Customs requirements, international bags may require more than 24 hours to return to the customer. In this case, an Era representative will provide the best available information as to the location, time, and return of the baggage. For information concerning lost or delayed luggage, contact us at 1-800-478-1947 and ask for the Era Baggage Claim Office.
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Placing Value on Your Checked Luggage
Era Aviation will reimburse you up to $1250 USD for damage or loss to non-excluded items checked on an Era flight. For baggage transferred to a jetcarrier, a maximum value of $2500 applies. Era Aviation supports the recent Department of Transportation's proposed increase in domestic baggage liability limitation, and once the increase is approved, Era will immediately implement the increase. If the value of your non-excluded checked items exceeds $1250 USD, excess valuation can be declared at the time of check-in and purchased for $1.00 per every $100 dollars of declared value.
Many items are excluded from coverage because they are not suitable for checked luggage (computers, cameras, binoculars, valuable jewelry, glass items, medication, etc.). Such items are listed on the inside of your ticket jacket, and on our web site, or can be obtained over the phone with a reservations agent. If your exempt items are too large to carry onboard with you, you may want to ship via Era Aviation air cargo.
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Mileage Plan Participation
Era Aviation participates in Alaska Airline's frequent flier program. Alaska Airlines Miles are awarded for travel on Era flights. The following documents are available from the Alaska Airlines Mileage Plan office at 1-800-654-5669.
- Program Guidelines - A comprehensive booklet covering program rules, regulations, and redemption guidelines.
- Mileage Plan Partners Guide - Published annually in the Alaska Airlines onboard magazine, this booklet contains partner profiles and guidelines to assist you in making choices for mileage accumulation and redemption from partner carriers.
- Traveler Newsletter - A look at what's new with the Mileage Plan, arrives with your mileage statement
- Mileage Plan Annual Report - The winter edition of the Traveler Newsletter includes a report to members of the awards distributed and seats offered for award travel.
There are two types of awards offered to satisfy your travel needs. Saver Awards are exchanged for minimum miles, but seats are inventory controlled and may not be available for all flights or during blackout periods. For a few more miles, Peak Awards offer flexibility by allowing you to fly any time. There are no blackout dates or capacity controls, and these awards can be used during holiday and other peak travel times.
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PartnerShips
Era Aviation operates flights as a code share carrier for Alaska Airlines. If you contact Alaska Airlines to book an Era flight, you will be advised that it is operated by Era Aviation. Era operates Alaska Airlines flight series 4800 through 4999. To contact our partner:
Alaska Airlines
P.O. Box 68900
Seattle, W A 98168
1-800-426-0333
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Keeping In Touch With Us
Your comments are valued by us. On every flight, and at our ticket counters, customer comment cards are available to communicate your concerns or compliments. We are committed to responding to every customer letter as soon as possible and always within 60 days from the time we receive it. This gives us enough time to investigate your situation prior to responding. We can be contacted at:
Era Aviation
6160 Carl Brady Drive
Anchorage, AK 99502
Attn: Customer Service
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Aircraft Configuration
de Havilland Twin Otter (DH6)
The Twin Otter is a reliable passenger and cargo aircraft. This multi-purpose two engine, high wing aircraft is configured for either 15 or 18 seats, and each aircraft seating configuration may vary slightly. Era utilizes two pilots in the operation of this aircraft. It is flown out of our Bethel hub to 17 Western Alaska villages, and out of Anchorage to Kenai, and Homer.
Seating Configuration de Havilland Twin Otter
de Havilland Dash 8 (DH8)
From large international airports to simple unpaved airstrips, the Dash 8 offers excellent wide-bodied cabin comfort and superior operating performance that brings a new dimension to regional air travel. This aircraft is configured for 37 seats and a cabin attendant, with the option of a 21-seat cargo configuration with an aft cargo bay. This aircraft is operated on all Era Aviation routes in Southcentral Alaska.
Seating Configuration de Havilland Dash 8
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