We never confirm a booking verbally alone. Even with long-standing and loyal customers, we prefer a written agreement. A text message or an email can serve as written confirmation, so that we can begin organising the booking. However, we try not to take any binding steps before this. I’ll explain why below.
As soon as we, as brokers, confirm the booking to the aircraft operator by email, the relevant cancellation terms and conditions already apply to us.
Once the flight has been confirmed, the customer signs the quotation and receives an invoice for payment. We then enquire about any special requests or additional requirements. In most cases, the customer’s part is done at this stage. All they need to do is provide valid travel documents and arrive on time for departure.
We confirm the booking with the operator. This means that the operator can no longer use the aircraft for other customers and must begin preparations for the journey.
And this is precisely where the challenge lies: if the customer changes their mind, we as brokers are already liable for cancellation fees charged by the operator. The operator may have turned down other bookings, already positioned the aircraft, applied for flight permits, ordered catering, or organised the crew and other services.
For this reason, there is a sliding scale of cancellation fees. The amount of the fees depends on how much time remains until the scheduled departure.
When we finalise a booking with a customer, we use a standardised form that informs the customer of any potential cancellation fees. However, when we, as a broker, confirm the booking with the operator, we must ensure that the operator’s terms and conditions are consistent with our agreements with the customer, or at least broadly comparable.
Otherwise, a customer may find themselves having to change or cancel their flight whilst acting in accordance with their agreement with us, yet encounter difficulties in getting their money back. This can arise, for example, due to unreasonable terms and conditions on the part of the operator or a lack of due care on the part of the broker.
Once the booking has been finalised between the customer and the broker, the broker signs the relevant documents with the operator. The operator then issues an invoice to the broker, which must be paid as quickly as possible.
However, this presents a further challenge: sometimes it takes a while for the customer’s payment to reach our bank account. For example, the customer may provide us with the SWIFT payment reference, but we must already pay the operator so that they can position the aircraft and make all the necessary preparations.
In such cases, we must initially cover the costs from our own funds, even though we have not yet received the client’s money. As you can imagine, this involves a certain amount of risk.
All operators and FBOs – that is, companies that provide support and handling services at airports – work according to different protocols and guidelines.
Naturally, we want all documents to be signed and confirmed as quickly as possible so that the customer can depart at the desired time that suits them. We must therefore ensure that the operator applies for the necessary permits as early as possible.
However, the operator will generally not take any binding action before the contract is signed, as this may already incur costs for them as well.
At some locations, we prefer to work with specific FBOs. We know, for example, that a particular lounge or a specific runway is more convenient or better situated for the customer.
However, the operator does not necessarily have a contract with the desired lounge or the relevant FBO. If we have a specific preference, we therefore first make a corresponding enquiry and then try to resolve any potential obstacles.
At busy airports, the availability of time slots can also pose a challenge. As demand for these so-called slots is very high, we must make active efforts to secure the departure time requested by the customer.
At other airports, the runway may only be open at certain times or under specific weather conditions. We must be aware of these restrictions and inform the customer of any potential changes at an early stage.
Another important issue is catering.
As mentioned in other articles, high-quality catering is a given for us. However, if the client is travelling with children, for example, or has specific dietary requirements, this must be organised in advance.
The operator usually budgets a specific amount per person for ordering from a restaurant. They also often work with selected restaurants. Alcoholic drinks are either brought in from abroad or purchased locally.
The sooner the operator is informed of the client’s requests, the easier it is to accommodate them accordingly.
In my work so far, however, there have also been situations where clients were in a festive mood and wanted to order particularly luxurious food or drinks. This could result in the amount set aside by the operator being exceeded. In such cases, the operator had to charge additional costs.
For this reason, I always enquire about catering requests well in advance. We want our customers to be satisfied. Should the operator be unable to fulfil certain requests, we look for another way to meet our guests’ reasonable needs.
With smaller aircraft, it’s also important to note that there is often neither cabin crew nor an oven for keeping food warm. Consequently, passengers on such flights can usually only be offered small snacks and cold dishes.
These are just some of the basic tasks a broker must take care of once a booking has been finalised.
For this reason, it is unfortunately unavoidable that we have to charge clients the relevant cancellation fees in the event of a cancellation.
However, most clients understand and appreciate the effort, care and passion we invest in our work.
We are very grateful to you for entrusting us with the organisation of your travels.
We look forward to serving you with our full dedication and from the bottom of our hearts on your future bookings as well.
Your Sales Manager
Viktoria Kshevinskaya
sales@aviation-broker.com
Telegram: @BEvikulika
WhatsApp: +62 812 390 170 87
