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Customer Policies 


Customer Cancellations 

  • Refunds for customer cancellations are only available seven days before your scheduled departure; this includes bookings made within the 7-day cancellation window. 

  • If the flight is rescheduled during this seven-day window, a refund is not available even if the flight is rescheduled outside the 7-day window.   


If you need to cancel your tour, please call (312) 888-3153 or email When contacting to cancel, you will need the first and last name on the booking and the reference number associated with your booking. 



Customer rescheduling is available up until 24 hours prior to your tour. After 24 Hours, there is a flat $25 rescheduling fee charged if a change in time/day needs to be made.  


Office Hours 

Our office is open Monday - Sunday from 2 PM - 10:30 PM. 


Tour Time and Grace Period  

Customers are expected to check into their flight 10-15 minutes before. This allows adequate time to check in, receive a safety briefing, and board the helicopter. If you arrive more than 10 minutes late, you are subject to a $25 late fee. You must pay the late fee before boarding. If NOT, you will be denied your flight and receive no refund. If you do not show up for your tour, you will not receive a refund. 


Weight Limits 

Passenger weight limits are in place not only to protect the aircraft from damage but also to protect customers and the pilot. The pilot makes the final call when it comes to weight restrictions. If your group or a passenger in your group exceeds the weight limit, you can fly the flight with fewer people or without a passenger that exceeds the weight limit. Refunds will only be given for tours that are within weight limitations. Refunds are NOT given for groups that exceed the weight limit.   



The safety of our passengers and crew is our top priority at all times. In order to ensure a safe and enjoyable experience for everyone, we have established the following weather policy for our helicopter tours: 

  1. Weather Monitoring: We will continuously monitor weather conditions in the area where our tours operate. Our pilots will use the most up-to-date weather information to make informed flight operations decisions. 

  1. Tour Cancellation: If weather conditions are deemed unsafe for the flight, we may cancel or delay the tour. In this case, the bookie will be given the option to reschedule their tour. If the bookie purchased weather insurance, they have the option for a full refund, excluding the cost of the weather insurance. 

  1. Pilot's Discretion: The final decision to fly or not will be at the pilot's discretion. If the pilot determines that the weather conditions are not suitable for the flight, the tour will be canceled or delayed. 

  1. Weather Criteria: The following weather criteria will be used as a guide for the pilot's decision-making: 

  1. Visibility: The pilot will ensure that visibility is sufficient for the safe operation of the helicopter. 

  1. Wind: The pilot will assess wind conditions and ensure that they are within safe limits for the type of helicopter being used. 

  1. Cloud Ceiling: The pilot will determine that the cloud ceiling is high enough for the safe operation of the helicopter and to ensure that passengers can see the intended sights. 

  1. Precipitation: The pilot will not operate the helicopter in the presence of heavy rain or other severe weather conditions. 

  1. Passenger Responsibility: It is the responsibility of passengers to inform us of any health or mobility concerns they have that may affect their ability to safely participate in the tour. Passengers must also dress appropriately for the weather conditions and follow all safety instructions provided by the pilot. 


Weather Insurance 

If Fly Heli cancels your tour due to unsafe weather conditions. In that case, Weather Insurance will guarantee you a full refund of your tickets along with any additional tour Add-ons and upgrades (excluding the weather insurance itself). We highly recommend weather insurance if you cannot reschedule your tour. Choosing not to purchase weather insurance will leave you with the option of rescheduling your flight OR receiving a booking credit to be used on a later date. You can ONLY purchase weather insurance at the time of booking. 


Tour Routes 

All routes are subject to current weather, flight restrictions, and pilot discretion. If you have any questions regarding alternate tour routes, please call and speak to a Fly Heli representative. 


Tour Add-ons 

All sales for tour add-ons, including but not limited to Photo packages, Go-Pro Rental, Doors Off, etc., are final and nonrefundable.  


Photo Package  

Photos can be purchased at booking and before or after your flight. Photos will be emailed to the customer. The email will include a photo of the customer & group in front of a photo op wall, in front of the helicopter, in the helicopter, and a photo collage. Customers will only receive the photos shown to them after their tour. Fly Heli will not provide "Raw" photos to the customer. 


Go Pro Rental 

The rental is only for using a GoPro during a flight. Fly Heli personnel will offer tips on using the camera; however, passengers must operate the Go Pro during their flight. 



Fly Heli works with many different OTAs (online travel agencies), such as Groupon, Get Your Guide, and Adrenaline, to promote our services to a broader audience. Flights booked through these OTAs must be confirmed with us before the flight. These flights are unique to the OTA and are non-transferable to any flights advertised by Fly Heli. Flights purchased through an OTA fall under their customer policies. OTA flights have specific availability and do not match the same availability for tours that Fly Heli advertises.   



Last updated: April 2023 


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How the Information is Used 

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Additional Fees 

$10 United States Passenger Facility Charge (Per Chicago Passengers Only) 

3% Ticket Processing Fee (Per Person) 

$10 Fuel Surcharge (Per Chicago Bookings Only) 

1.5% Online Maintenance Fee (Per Booking) 

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