Once your baggage has been determined to be missing you must fill out a Baggage Claim Form which can be requested at the Pavas Airport or by clicking here: (hot button to PDF baggage claim form).
If your bag hasn't been found after 21 days, we consider the bag to be 'irretrievably lost' and our Baggage Claims Department either 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 services agents at the airport, they will assess the damage and proceed to settle your claim immediately.
In the event settlement cannot be reached a claim must be made directly to our Baggage Claims Department.
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.
If you are having difficulty accessing the claim form PDF please contact the relevant office below who will send a form to you.
All Residents
NatureAir Customer Service Department
Tobias Bolanos Airport , San Jose Costa Rica
Tel: 506 299 6070
Fax: 506 232 2516
E mail: customer@natureair.com
All international carriers have a limited liability when it comes to lost and/or damaged baggage which is detailed in our Conditions of Carriage
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, computer, personal electronic devices)
Important/valuable documentation (including but not limited to business documents, passports, negotiable papers, securities, deeds)
Perishables
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.
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