OUR COMPANY

In the Beginning...

Orin Seybert founded Peninsula Airways in 1955. He was 19 years old, living in Pilot Point, Alaska and owned a 1946 two-seat Taylorcraft. In 1956, a four-seat Piper Tri-Pacer was purchased, and the company was officially named Peninsula Airways. Today, the airline is one of the largest regional airlines in Alaska and one of the largest leasers of Saab 340 aircraft in the United States.

With its headquarters in Anchorage, Alaska, PenAir currently employs over 500 employees state wide. In 2012, PenAir branched out to the east coast serving routes from Boston to Presque Isle, Maine, Bar Harbor, Maine and Plattsburgh, New York. With three aircraft and nearly 45 flights per week they employ over 55 individuals throughout the northern east coast region.

Our Pledge

Spirit of Alaska

"The Spirit of Alaska" is written on the side of every airplane in our fleet. That Alaskan spirit of helping others and of cooperation is what made this great State. Our commitment is to extend that friendly cooperative spirit throughout our company and provide our customers a level of service above the industry standard. PenAir is 100% committed to the safety and the well being of our customers. Although safety is always paramount we are also committed to the highest level of service for our passengers.

PenAir 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 PenAir and to enhance the awareness of PenAir employees of their responsibilities in implementing this plan.

Providing The Lowest Fare

PenAir is committed to offering the lowest fare available to an eligible customer on PenAir'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 our agents will be able to assist you in locating the lowest fare possible for your travel.

Fares Guaranteed  For 24 Hours

Reservations made via penair.com, our reservation call center or airport locations require purchase within 24 hours. Customers holding an itinerary for travel can cancel those reservations or if tickets have been purchased, customers may refund without penalty.  Simply call our reservations call center or cancel online at penair.com within 24 hours.  A refund will then be processed to the form of payment of the ticket purchase.

Refunds

PenAir sells both refundable and non-refundable tickets. Tickets needing to be refunded should be returned to the original location of purchase, such as any PenAir ticket office, or if purchased from a travel agent, the agency office. PenAir will refund eligible tickets purchased directly from PenAir within 7 business days (for credit card purchases) and within 20 business days (for cash purchases) from receipt of the refund request. Refunds may be subject to a change fee. Ticket refund applications are available at all PenAir ticket offices. Refunds will be credited to the original purchaser and made in the original form of payment.

You may also be able to receive a refund on lost tickets. Lost ticket applications are available at all PenAir 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.

PenAir, Inc.
Attn: Ticket Refund
6100 Boeing Avenue
Anchorage, Alaska 99502
(907) 771-2534 or refunds@penair.com

Non-Refundable Tickets

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 PenAir up to one year from the original purchase date. Refunds may be subject to a change fee. 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.

Passengers With Special Needs

Whatever your special needs, PenAir wants your trip to be enjoyable. If you have any special requirements, you can let us know by calling 907-771-2640 or 1-800-448-4226.

Children Traveling Alone

PenAir offers unaccompanied minor service on all of our flights. This service includes controlled custody release and supervised connecting flight transfers as part of our commitment of service. Age and transfer requirements vary, so please contact PenAir reservations at 907-771-2640 or 1-800-448-4226.

Aircraft Accessibility

PenAir provides courtesy wheel chair service at 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.

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 destination.

Electric wheelchairs must be checked as baggage. Since batteries contain corrosive materials, they need to be disconnected and some will 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

PenAir is approved to carry oxygen dispensing equipment onboard our aircraft for medical use. Call PenAir reservations at 907-771-2640 or 1-800-448-4226 for details.

Stretchers

The FAA to carry stretchers onboard certifies PenAir our aircraft for medical transport. To arrange for this service, please provide PenAir with a doctor's request through our reservations department at 907-771-2640 or 1-800-448-4226.

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. Please contact reservations for confirmation at 907-771-2640 or 1-800-448-4226.

Animal Acceptance

PenAir accepts animals onboard our flights as long as the customer complies with all the health, permit and vaccination requirements when traveling with a pet. PenAir also accepts kennels that meet USDA standards and guidelines. For more information call 907-771-2640 or
1-800-448-4226.

Flight Delays And Cancellations

We are committed to passenger safety, with that in mind, you can rest assured we don't take unnecessary risks when it comes to customer safety. Occasionally this means a delayed or cancelled flight that prevents you from arriving at your destination as planned. Any time this occurs, we do our best to assist you.

Timely Information

Whether in the air or on the ground, PenAir 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 will re-book you on the next available flight, even if that flight is not on PenAir.

When Traveling On More Than One Airline

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.

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, PenAir is not liable for expenses incurred such as meals, hotels and local transportation.

Extended Delays

In the event of an extended delay, we will make every effort to keep you informed on the status of your flight. 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.

Overbooking Of Flights

PenAir 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 available, we will solicit volunteers to give up their seats. The selection of volunteers is at our discretion. If you are a volunteer and 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 PenAir 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 can 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 PenAir, 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 round-trip 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 40 minutes prior to departure. 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.

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 computer automatically cancels the remainder of your itinerary. 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.

Returning Your Checked Luggage

PenAir will make every reasonable effort to return your checked baggage within twenty-four hours when delayed. PenAir will also attempt to contact any customer whose unclaimed, unchecked luggage contains a name and address or telephone number. In this case, any PenAir representative will provide the best available information to the location, time and return of the baggage. We recommend that passengers place a business card or nametag inside their luggage as well as on the outside. For information concerning lost or delayed luggage, visit our Baggage section on the Contact Us page.

Placing Value On Your Checked Luggage

PenAir will reimburse up to $1250 USD for damage or loss for non-excluded items checked on any PenAir flight. 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.). A description of such items can be obtained over the phone with a reservations agent or from our web site. A list is also posted at the ticket counter and gate areas for your convenience.

Mileage Plan Participation

PenAir participates in Alaska Airline's frequent flier program. Alaska Airlines Miles are awarded for travel on PenAir 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 is 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.