Frequently Asked Questions

Pātaitai

Booking Information

Are you prices in New Zealand Dollars?

Yes, all prices on our website are listed in NZD and include GST.

How far in advance should I make my booking?

We recommend booking your flight on the first day of your time in Queenstown, in case we need to reschedule due to weather.

 

Bookings can be made directly online or by phone or email:

What details do you need for my booking?

We require the following information when booking:

  • Number of passengers (Adult, Children and Infants)
  • Preferred date of departure and time
  • Specific scenic flight you would like to book
  • All passenger first and last names
  • All passenger weights in either kgs or lbs
  • Contact phone number
  • Email address
  • Pickup location, if applicable
  • Dietary requirements, if applicable
  • Credit card details to hold your booking
Do you require full payment before my flight?

When booking direct with us online, full payment is required at the time of booking.

 

When booking through an agent, we require credit card details to hold your booking. We will not charge your card until the flight is confirmed on the day of departure.

What are your infant and child ages?
  • Infants are 0-2 years old AND weigh 15kgs or less
  • Infants over 15kgs must occupy their own seat and will be charged the Child price
  • One infant per adult
  • Children are 3-14 years old
Do you provide transport to your base at Queenstown Airport?
Yes, we offer complimentary pick ups and drop offs within Central Queenstown. Please select from over 100 pick up locations when booking online. Please note, we are unable to pick up from Airbnb, residential or holiday rental properties. We do not pick up from Lake Hayes, Shotover Country, Arthurs Point, Arrowtown, Gibbston Valley, Hanleys Farm or Jacks Point. If you are unsure where your closest pickup location is, please contact us.
Do your flights have set departure times?

Yes, all departure times for our products are listed on their product pages when you book online. If you are looking for a non-standard departure time, please contact us.

Do you sell gift cards?

Yes, we sell fixed-amount gift cards and gift cards for select products. Please visit our gift card page for more information.

Do you fly all year round?

Yes! We are open 364 days a year, depending on weather. We are closed on Christmas Day.

What if the weather is not good on the day of my flight?

Our pilots will always look at the forecast for the full duration of your trip and if we feel like the weather may change, we will not leave Queenstown. Our flights are weather-dependent. Pilots will make a weather check 1 hour before each scheduled departure. If we cannot fly due to adverse weather conditions, we will attempt to reschedule depending on your schedule and flight availability. If we cannot reschedule, you will receive a 100% refund.

Location + Parking

Where are you located?

We are located inside the main terminal building of Queenstown Airport, directly across from domestic baggage claim. You can find us here.

Do you offer pickups and drop offs?

Yes, we offer complimentary pick ups and drop offs within Central Queenstown. Please select from over 100 pick up locations when booking online.

 

Please note, we are unable to pick up from Airbnb, residential or holiday rental properties. We do not pick up from Lake Hayes, Shotover Country, Arthurs Point, Arrowtown, Gibbston Valley, Hanleys Farm or Jacks Point.

 

If you are unsure where your closest pickup location is, please contact us.

If I am driving myself, where should I park?

If you are self driving, we unfortunately do not have free parking at Queenstown Airport. Terminal Parking A is the closest parking to our check-in point, but costs approximately $12-20. Details of the closest free parking can be found in your booking confirmation email along with a parking map as well as here.

Flight Information

Where do your flights depart from?

All flights, outside of our Milford Sound One Way Flight to Queenstown from Milford Sound and Stewart Island One Way Flight to Queenstown from Stewart Island, depart from our base at Queenstown Airport. We can offer pick ups from the Glenorchy Air Strip. Please let us know at the time of booking.

Do I need to request a window seat?

All seats on all of our aircraft are window seats! Our fleet was consciously picked for their flightseeing capabilities and large windows for unobstructed views for the spectacular scenery we fly over.

 

Passengers seat allocation however is at the Pilots’ discretion due to weight and balance of the plane.

 

With us, your window seat awaits!

Do you have minimum numbers to confirm a flight?

Yes. All products require a minimum number of paying adult passengers to be confirmed. Bookings will be accepted for numbers less than the required minimum and our team will work to coordinate bookings to achieve the required minimum numbers for the flight to depart, but this cannot be guaranteed. We will contact you within the shortest possible time to confirm with you if the flight is able to go ahead. Separate minimum numbers apply to third party activities, such as Heli Hiking and Ski the Tasman transfers.

Will we fly over the scenery in the product photos?

Your pilot will try their best. Because our scenic flights are based in alpine flying conditions, flight paths due to weather may be altered for the safety of everyone on board.

What if the weather is not good on the day of my flight?

Our pilots will always look at the forecast for the full duration of your trip and if we feel like the weather may change, we will not leave Queenstown. Our flights are weather-dependent. Pilots will make a weather check 1 hour before each scheduled departure. If we cannot fly due to adverse weather conditions, we will attempt to reschedule depending on your schedule and flight availability. If we cannot reschedule, you will receive a 100% refund.

Is the aircraft going to be a piston engine or turboprop?

We operate 4 types of aircraft. The piston engines are our GippsAero GA8 Airvan and Cessna 206 Stationair HD. Our 2 Cessna 208B Grand Caravan EX and Daher Kodiak 100 Series II are turboprops.

Learn more about our fleet here.

How many pilots are onboard?

We run a single-pilot operation for all of our flights. Your pilot will provide a safe and memorable experience with commentary along your journey. Meet our pilots here.

What will the cruising altitude be?
Our cruising altitude is weather-dependent and ranges between 5,000-10,000 feet.
Will the noise inside the cabin be okay for infants and children?

We can provide earmuffs for our young passengers. They have an impressive noise reduction rating of 22db and are approved to Global Safety Standards.

Health + Safety

Is there a passenger weight limit?

We are required to make sure that the aircraft is operated within its maximum weight limitations and the aircraft’s centre of gravity is within limits. We, therefore, request passenger weights at the time of booking, to assist us operationally in planning and managing seat availability and to provide a great customer experience. Please ensure you contact us directly before making a booking if any passengers are 140kg (308lb) or over. Our helicopter partners require prior notification of anyone over 116kg (255lb). This is applicable to our heli hiking products or any helicopter add-on.

 

Should your actual weight at the time of check in be more than 15kg (33lb) over your declared weight it may result in the aircrafts weight and balance limitations being exceeded. In this instance your booking may need to be rescheduled, subject to availability.

Can I pick my own seat on the plane?

Passengers seat allocation is at the Pilots’ discretion due to the weight and balance of the plane.

Are your flights suitable for wheelchair users?
All air operators are required by law to take into consideration where they seat passengers with disabilities, and whether passengers seated near emergency exits are able to assist with emergency evacuation if required. Where a passenger is able to physically assist in their own evacuation in the case of an emergency, with prior notification, we can make arrangements for them and their wheelchair to be carried on board our aircraft. (We have found that where a passenger can stand with assistance, we can safely help them to negotiate the aircraft steps and seat them clear of the exits.) Carriage of passengers with a limited mobility in sightseeing aircraft presents unique challenges for both passengers and staff, and therefore please accept our sincerest apologies but it would be unlikely we are able to have you fly with us. Please feel free to contact us to discuss your circumstances and we can advise on an individual basis.
Is smoking and/or vaping allowed?

In accordance with the Civil Aviation Act 2023, no person may smoke or vape while on any aircraft that is carrying passengers. Any person who commits an infringement offence is liable to an infringement fee of $500; or a fine imposed by a court not exceeding $2,500.

Cancellations + Refunds

What is your Cancellation Policy?
Our flights are weather-dependent. Pilots will make a weather check 1 hour before each scheduled departure. If we cannot fly due to adverse weather conditions, we will attempt to reschedule depending on the passenger’s schedule and flight availability. If we cannot reschedule, passengers will receive a 100% refund. If passengers choose to cancel a flight, fail to check in on time, or notify us of changes less than 24 hours prior to their departure, they will incur a 100% cancellation charge.
How will I receive my refund?
Refunds will go back to the original form of payment.