What happens if a charter flight is cancelled or diverted?

Safety decisions on a flight belong to you as the AOC holder and to the pilot in command.

Weather, air traffic control and NCAA directives

If a flight is prevented or diverted by weather, air traffic control, an airspace restriction or an NCAA directive:

• Record the delay or diversion on the booking, or tap Change or cancel, continue and choose Safety or A direction from an authority.
• If you cancel, the guest is refunded in full. Nothing is paid to you for a flight that never left.
• Add your evidence within 24 hours, such as the air traffic control or NCAA notice. A genuine safety or regulatory cancellation with evidence never counts against you.

Technical problems

If the aircraft has a technical fault, tap Swap the aircraft to offer another of yours, of the same category or bigger, or cancel with The aircraft has a technical issue. It is a recognised reason when no verified equivalent is free, and you add evidence within 24 hours. See Can I send a different vehicle, vessel or aircraft?.

Passenger rights

Any statutory passenger rights under the Civil Aviation Act 2022 and the regulations made under it continue to apply. You remain responsible for them as the carrier.

Communicate

Keep guests updated in the app. For delays, give realistic new times rather than estimates you cannot keep.