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frequently asked questions
Who will operate your flight?
As a direct air carrier, all flights are public charters operated by Direct2’s wholly-owned subsidiary MAA Inc. (FAA Air Carrier Certificate MQAA151B). Direct2 acts solely as charter operator and indirect air carrier under U.S. D.O.T. Regulation Part 380. All guests are required to accept Direct2’s Operator Participant Agreement. In rare cases, Direct2 flights may be operated by fully licensed, third-party air carriers.
Do you allow unaccompanied minors?
Yes! Check out our policy here.
How much baggage can I bring?
Your standard allocation is as follows:
- One (1) piece of checked luggage, weighing up to 50lb / 23kg
- One small personal item that must fit under the seat in front of you, weigh no more than 20lb / 9kg, and measure no more than 13x13x10in (33x33x25cm).
Need to bring more? We will do our best to accommodate you at no extra cost, just ask us about it when you book or contact our guest experience team, email@example.com.
What items are prohibited on board?
Guests may not travel with any items that might endanger the aircraft, people or property on board. Find additional information about what can and cannot bring with you here: https://www.tsa.gov/travel/security-screening/whatcanibring/all
If you have any questions, please reach out at firstname.lastname@example.org.
What if my bags are larger, or heavier, than the requirements listed in your policy?
We always want to try to accommodate you as best we can. Still, we cannot guarantee you’ll be able to bring your baggage on board if your baggage exceeds the restrictions. If something cannot be carried on board the jet, we are happy to work with you to arrange alternative options.
Can I fly with my pet?
Well-behaved dogs and cats are welcome to fly on our aircraft. A guest may travel with only one pet, per the guidelines below and pets that are not in carriers must be leashed at all times. A pet must be at least 4 months old and be capable of not relieving itself for the entire duration of the flight.
What is an approved carrier?
Carriers must measure less than 20”x12”x9” (L x W x H) and must weigh less than 20lbs total including the animal. Passengers are responsible for providing a carrier for their pet, and this carrier will count as a passenger’s carry-on bag.
How do passengers book a pet?
The intent to bring a pet must be declared at the time of flight booking.
What other requirements are there for traveling with pets?
Passengers are responsible for providing proof at check-in of vaccinations, certifications, and other documentation required by departure and destination countries. Direct2 will not be responsible for any costs incurred should the passenger not have obtained his/her animal’s required health and vaccination requirements or other documentation for his/her destination. Failure to ensure that all proper steps have been taken and documentation provided may result in the passenger’s animal being placed in quarantine on arrival. Any costs related to the care of the passenger’s animal in quarantine, issued fines, and any fee associated with returning the animal to its origin will be the passenger’s responsibility.
Carrier assumes no liability for pet travelers, and in the event of any losses, sickness or injury, the passenger is fully responsible, including any reimbursements.
All pets must be domesticated, well-behaved and not aggressive toward humans or other dogs or cats. A pet that engages in behavior such as not responding to commands, scratching, barking, whining, growing, biting, jumping on passengers or crew members, relieving themselves in the aircraft or lounge may be denied boarding.
The passenger assumes full responsibility for the safety, health, well-being, and conduct of his/her pet, including the interaction of the pet with other passengers and crew members who may come in contact with the pet while on board the aircraft.
Pets cannot travel alone, and cannot travel with unaccompanied minors.
Can I bring aboard a service or support animal?
We welcome trained dogs as service animals (free of charge) provided a completed and signed Department of Transportation Service Animal Air Transportation Form is submitted in advance of departure, confirming the dog is a trained service animal. The dog must also have ID, tag, or harnesses indicating that it is a trained service animal.
The service animal must fit within the area of a passenger’s seat and be able to perform its duties at the seat location. They must remain on the floor throughout the flight and must never be in or blocking the aisle. If the animal is too large to fit under the seat or at the passenger’s feet, we will accommodate the service animal in another location near the passenger if space is available (e.g., because the flight is not full). If there is no additional space, we will, at no charge, allow the passenger to book on another flight with available space. Passengers may wish to purchase a second seat to ensure that there is sufficient space on the flight for the animal to safely and comfortably fly.
Passengers can book a service animal by contacting email@example.com. Should a passenger have two service animals, we will make every effort to accommodate. If the animal does not meet the qualifications to travel as a trained service animal, it may be eligible to travel under our general pet requirements assuming available capacity (see Section 8 Travelling with Pets). The animal must be trained to behave in a public setting and must remain in control of the handler at all times. Any threatening behavior may result in denying travel to the service animal and passenger.
Passengers with service animals will not be seated in emergency exit rows. Service animals may not obstruct an aisle or other area that must remain unobstructed in order to facilitate an emergency evacuation.
Passengers assume full responsibility for the conduct of his or her accompanying service animal. In the event Carrier incurs any loss, damage, delay, expense, or legal liability of any kind in connection with the transport of such animal, passenger accepts full liability for and shall reimburse Carrier for all such sums incurred.
Can I travel with an emotional support animal?
Emotional support animals do not qualify as service animals. The same fees, behavioral expectations, size and capacity limitations and carrier requirements outlined above that apply to pets (see Section 8 Traveling with Pets) apply to emotional support animals.
What time do I have to arrive at the airport or private terminal?
All guests must arrive for check-in at least 20 minutes before departure for domestic flights, so we have enough time to safely get all guests and baggage aboard the aircraft. Should you require additional assistance or would like extra time boarding the aircraft, you are invited to arrive earlier to ensure a smooth experience. We require guests to arrive 60 minutes before departure for international flights.
What if I am running late?
Please contact our guest experience team at 541-569-4647 if you know you will not arrive on time. Our guest experience team will communicate your ETA to our crews.
What if I’m late?
Delays caused by passengers of more than 1 hour later than the planned departure time of the charter flight will be charged at the rate of $500 per additional 30 minutes for piston aircraft and $1000 for turbine aircraft, up to a maximum total delay of 120 minutes at which point the flight may be cancelled and billed as if flown in its entirety.
What if I need to change or cancel my flight?
If You Change Your Flight
If you change your reservation, additional charges might apply as set forth in the following schedule, and your right to receive a refund is limited. All requests for changes must be sent to us by email at firstname.lastname@example.org. Refunds, if any, will be made within 14 days of receipt of your notice of change.
If you change your flight more than seven (7) days prior to departure, any price difference between the original flight and the new flight must be paid. Any remaining amount after such change will be fully refunded.
If you change your flight within seven (7) days of departure, any price difference between the original flight and the new flight must be paid. Any remaining amount after such change will be kept as credit on your account for 12 months to be used for future flights.
If you change your flight within 48 hours of departure, any price difference between the original flight and the new flight must be paid. A change fee equal to 10% of the original flight cost will be applied. Any remaining amount after such change will be kept as credit on your account for 12 months to be used for future flights.
If You Cancel Your Flight
If you cancel your reservation, your right to receive a refund is limited, as set forth in the following schedule. All requests for refunds must be sent to us by email at email@example.com. Refunds will be made within 14 days of receipt of your notice of cancellation.
- More than 7 days before departure: 100% refund
- Between 7 days and 48 hours before departure: 100% credit to your account for 12 months to be used for future flights.
- Within 48 hours of departure: 50% of the trip charge will be kept by the carrier as a cancellation fee. The remaining amount will be kept as credit on your account for 18 months to be used for future flights.
Please note that if the date or routing of the reservation has previously been modified by the passenger and the passenger thereafter requests to cancel, any refund will be received as credit on your account (minus any cancellation fees) for 12 months to be used for future flights, regardless of when such cancellation occurs.
Are you able to accommodate food allergies?
Please make our guest experience team aware of any allergies at least 48 hours before your flight. While we take every precaution to remove allergens, we cannot guarantee the removal of all traces of specific allergens in snacks or beverages.
Can I fly if I'm pregnant?
Please consult with your physician before flying. For our guests’ safety, we cannot fly expectant mothers after 36 weeks of pregnancy. In addition, expectant mothers in the last eight weeks (after week 32) of pregnancy must provide a letter at check-in from their doctor verifying that they are physically fit for air travel.
Can I bring an infant on board?
Direct2 encourages adults traveling with children under two (2) years old to secure the child in an approved car seat or child restraint system in the child’s own seat. This child restraint system must be FAA-approved (you’ll find an FAA-approved sticker on most car seats). Children under two (2) years old may also be carried on an adult’s lap. The child must stay in your lap throughout the flight. If your child is older than two, they will require their own seat.
What COVID-19 measures are in place?
Direct2 strives to provide a safe environment for our staff and guests. We follow protocols and procedures determined by organizations such as the Center for Disease Control and Prevention (CDC), the World Health Organization (WHO), the Transportation Security Administration (TSA), the Federal Aviation Administration (FAA).
State and local governments vary in their requirements and response to COVID-19 and we encourage clients to research their destinations ahead of time to properly prepare for travel.
Post Flight Disinfecting
Direct2 performs frequent interior cleaning to ensure that our aircraft are kept as clean and pristine as possible. Surfaces are thoroughly cleaned and disinfected after each flight with products that are EPA-approved and proven to be effective in eliminating the COVID-19 virus.
Air is replaced in the cabin with fresh clean outside air every two to four minutes depending on certain environmental factors such as outside temperature and aircraft altitude.
Flight crewmembers must be fully vaccinated.
Should any flight crewmember have reason to believe they may have contracted COVID-19 Direct2 will make available rapid antigen testing and ensure a negative test result before flight duties are resumed. In the event of a positive test, Direct2 will require a 10 day quarantine and a second negative test for the affected flight crewmember.
Personal Protective Equipment
Our crewmembers are provided with ample personal protective equipment such as face coverings, gloves, hand sanitizer, and cleaning supplies to prevent the spread of virus. Crew members are required to abide by local, state and individual business (airports or FBOs) requirements for face coverings; crew members are required to wear face coverings when performing duties in the presence of clients and other employees.
Considering the risks involved with COVID-19, our crewmembers avoid handshakes and hugs between other crew members, clients and those that they may encounter while performing their flight duties.
For specific questions related to our safety precautions related to COVID-19, please email firstname.lastname@example.org