Our Customer Service Department will be happy to arrange for a Nature Air representative to help passengers with special needs (i.e. parents traveling with small children, passengers with mobility restrictions, etc.) when notified of the specific requirement(s). If a passenger(s) require(s) some form of assistance, it is important to notify the reservations personnel so that it is noted on the reservation, thus ensuring that airport personnel can prepare in advance.
Collapsible wheelchairs, canes, crutches, walking frames and other mobility aids or medical equipment are carried free of charge and not as part of your normal baggage allowance. A wheelchair is available at Juan Santamaría Airport and the Liberia Airport only. Electric wheelchairs are not permitted at this time due to local Civil Aviation Regulations.
if you will be arriving in a wheelchair.
Sometimes safety and operational restrictions deter us from carrying all of our passengers’ luggage on the same flight. If your bags are lost or delayed it's important to advise our airport staff before you leave the airport, as we cannot accept responsibility for delayed baggage reported to us after you have left. In the case that bags have been delayed we will schedule that bag for delivery on the next available flight. In some cases passengers may request for their bags to be transferred to their final destination.
Once your baggage has been determined to be missing you must fill out a Baggage Claim Form which can be requested at Juan Santamaria Airport or download here.
If your bag hasn't been found after 21 days, we consider the bag to be 'irretrievably lost' and our Baggage Claims Department will process your claim. If your bag or its contents have been significantly damaged while in our care and the damage has been reported to our baggage service agents at the airport, they will assess the damage and proceed to settle your claim immediately.
Baggage claims can only be accepted in writing. A printable version of our baggage claim form is available by clicking on the link below. This form must be printed out, completed in full and returned to our Central Baggage Claims Department at the addresses listed.
View and print the Baggage Claim form
To view your claim form online, you'll need Adobe Acrobat Reader. If you don't have this simply click here to download a free copy. If you are having difficulty accessing the claim form PDF please contact the relevant office below who will send a form to you.
Nature Air, Customer Service Department contact: Juan Santamaría Airport , San Jose Costa Rica, Tel: (506) 2299 6000, Fax: (506) 2220 0413, E mail: email@example.com
All international carriers have a limited liability when it comes to lost and/or damaged baggage.
For our complete list of Terms & Conditions, please download the following PDF file: Terms & Conditions
Due to the limits of liability, we strongly recommend that Passengers take out their own insurance, or declare the value of their property as 'excess value'. There will be a charge of 1% per £66/US$100 above the regular liability. We will not accept a declaration above £1,700 / US$2,500 per bag.
All baggage claims must be substantiated by documented proof of purchase, including the date and purchase price. Depreciation will be deducted at our discretion.
We regret that we cannot accept liability for:
- Valuable/fragile items (including but not limited to money, jewelry, precious metals, computers, personal electronic devices)
- Important/valuable documentation (including but not limited to business documents, passports, negotiable papers, securities, deeds)
- Perishable items
- Security items
- Medicines or medical equipment
- House or car keys
- Damage and/or loss of articles contained in baggage deemed to be overpacked or unsuitably packed and/or protected, already damaged and those not suitable as checked baggage i.e. carrier bags/paper boxes.
A written request must be sent prior to day of flight as well as when reservation is made - we ask that you notify our reservations agents if you will be using a guide dog.