Frequently Asked Questions

• There is a cost to manage any booking system and as such we do not offer full refunds on our experiences. The following sets out the policy for refunds.
  • 48 hours notice or more – 75% refund
  • 24 – 48 hours notice – 50% refund
  • Less than 24 hours – refund not available
• Gift vouchers cannot be cancelled or redeemed for cash.

• Our pilot Paul calls the shots on whether flights proceed or not. Keep in mind however his primary objective is to ensure you have a safe AND enjoyable experience on ‘Joy’. So whilst it may be ‘safe’ to fly in a 25knot Nor-Easter, it will probably not be an enjoyable flight.
• Safety is our priority and weather is unpredictable, so cancellations can happen at late notice. However we will always aim to give you as much notice as possible.
• If Paul decides flights are being cancelled, we will contact you to arrange another suitable time for your Joy Air experience.

• As part of your booking you will need to accept our terms and conditions. However as we operate our business under an Air Operators Certificate, we have insurance that covers our passengers to a minimum coverage per person.

• No the pricing for ‘Joy’ is for ‘Joy’. You get all of her, all to yourself to enjoy with whom you choose. Maximum passenger numbers are 3 and we do have a passenger weight limit of 240 kg, that’s an average of 80kg per passenger.

• We recommend wearing shoes as the jetties and surfaces of the aircraft can be hot on a summer day.
• Flying off the beach at Raffertys having walked over the sand and put your feet in the water is all part of the experience. So if you are doing a Raffertys flight on a Friday or Monday, we’d say bare feet is essential.

• Wear cloths that will help you keep comfortable and cool, a hot day and the doors on, it can get warm inside the aircraft.
• Getting into the aircraft requires passengers to navigate 2 steps before settling into their comfy bucket seats. Restrictive clothing could make this maneuver difficult.

• Joy Air is a great experience for all ages. We welcome kids and in fact our weight limits make it ideal for the 3rd seat to be taken by a child.
• Doors on flights we have a minimum age of 4 years.
• Doors off flights we have a minimum age of 8 years.
• Doors off flights, children aged between 8-16 years must be accompanied by an adult.

One of the unique things about Joy Air is that you can access your flights from just about anywhere with water/boat access.

• Warners Bay flights you can be collected from public or private jetties anywhere from Toronto foreshore around to Valentine on the eastern shoreline. If your location falls further south from these areas please call us to discuss your requirements on 1800 JOY AIR.
• Raffertys Resort flights can be accessed via the resort itself, alternatively the suburbs on the western shore around Wangi Wangi, Bonnells Bay, Sunshine and across to Summerland Point can request a pick up on our tender service. If your location falls further south from these areas please call us to discuss your requirements on 1800 JOY AIR.

General

• The safety of our passengers is the priority for Joy Air. Be assured you are in good hands with Paul and the team throughout all elements of your experience.
• You will receive a comprehensive safety briefing prior to embarking the boat or aircraft and at all times you will be wearing a lifejacket.

The Aircraft

• Joy’ is a Normal Category aircraft certified for Charter Operations. We operate under an Air Operators Certificate issued by CASA and our operations are overseen by a Chief Pilot.
• There is a rigorous routine maintenance program for the aircraft which is constantly checking and testing the aircraft’s key systems. These occur every 50 & 100 hours of flight time as well as annually.
• Day to day our aircraft is nurtured by Paul our Joy Air pilot. He checks the aircraft over every day before he leaves the marina, ensuring all operating systems are in good order and sufficient fuel is on board for the session. Before he tucks ‘Joy’ into bed after each day of awesomeness, he washes her down to get any nasty salt water off her and again checks her over.

The Boat

• Our Brig Eagle 500 tender is a domestic commercial vessel. As such it has passed a number of AMSA filters with regard to the type of safety equipment we need and how we are allowed to operate the vessel.
• The vessel itself has a Safety Management System to identify and manage risks.
• Our crew need to have certain AMSA recognised qualifications with regard to their competency and experience on the water. They have first aid certificates and have passed an eye test.
• The key systems on the vessel also have a thorough annual cycle of servicing and maintenance to ensure reliability and functionality at all times.

Joy Air is a COVID safe business. We have hand sanitiser and face masks available. The aircraft seats, handles, seatbelts and headsets are all wiped down between flights.

Our booking system creates a contact tracing mechanism if we need to communicate with our customers for any reason regarding COVID.