The General Conditions of Carriage for your flight depend on the operator:
Air Charter Scotland
For flights marketed and operated by Air Charter Scotland, the Air Charter Scotland General Conditions of Carriage apply, as detailed below.
When you buy a ticket with Air Charter Scotland, you enter into a contract governed by the conditions in your ticket or itinerary, any applicable tariffs, and these Conditions of Carriage. This contract ensures your right to complete your journey as outlined on your ticket.
These Conditions of Carriage should be read with any Confirmation Documents, applicable tariffs, Advanced Passenger Information requirements, and our Privacy Policy. For further information, please visit aircharterscotland.com
AIS
Flights operated by AIS are governed also by their Conditions of Carriage: aisairlines.com/general-conditions
1. Definitions
“Air Charter Scotland”, “ACS”, “we”, “us”, “our” means Air Charter Scotland Ltd.
“Passenger” means any person named on a confirmed booking.
“PSO Service” means a scheduled air service operated under a Public Service Obligation contract awarded by a public authority.
“Conditions” means these Terms and Conditions of Carriage.
“UK261” means Regulation (EC) 261/2004 as retained in UK law.
“Montreal Convention” means the Convention for the Unification of Certain Rules for International Carriage by Air 1999.
“CAA” means the UK Civil Aviation Authority.
2. Scope of Application
2.1 These Conditions apply to all passengers travelling on Air Charter Scotland PSO scheduled services.
2.2 Carriage is subject to:
- These Conditions
- Applicable UK aviation legislation
- UK261
- The Montreal Convention
- Applicable PSO contractual requirements
2.3 In the event of conflict between these Conditions and applicable law, mandatory law shall prevail.
3. Booking and Ticketing
3.1 A booking is confirmed once full payment has been received and a booking reference issued.
3.2 Tickets are non-transferable and remain the property of Air Charter Scotland until full payment is made.
3.3 Passengers must ensure that:
- All personal information provided is accurate
- Valid travel documentation is held where required
3.4 We reserve the right to refuse carriage where documentation is invalid or incomplete.
4. Fares and Payment
4.1 PSO fares may include:
- Standard fares
- Government-supported discounted fares
4.2 Proof of eligibility may be required for subsidised fares.
4.3 All applicable taxes, charges and fees are included unless otherwise stated
5. Changes and Cancellations by Passenger
5.1 Changes and refunds are subject to fare rules applicable at time of booking.
5.2 Unless otherwise specified:
- Changes may incur a fee plus any fare difference.
- Certain promotional or PSO fares may be non-refundable.
5.3 Refunds (where permitted) will be made to the original method of payment.
6. Schedules, Delays and Cancellations
6.1 Flight times are subject to change.
6.2 In the event of cancellation or significant delay, passengers are entitled to assistance and remedies in accordance with UK261, including:
- Care and assistance
- Re-routing or refund
- Compensation where applicable
6.3 Compensation will not be payable where disruption is caused by extraordinary circumstances beyond our reasonable control, including but not limited to:
- Severe weather
- Air traffic control restrictions
- Airport closures
- Security events
- Industrial action not involving Air Charter Scotland
6.4 On PSO lifeline routes, safety and weather considerations may require short-notice cancellations.
7. Check-in and Boarding
7.1 Passengers must check in no later than the time specified at booking. Check in closes 30 minutes prior to scheduled departure time.
7.2 We may deny boarding where:
- A passenger arrives late
- Safety or security concerns arise
- The passenger is intoxicated or disruptive
7.3 Passengers requiring pre-boarding must ensure they are present at the boarding gate when pre-boarding is announced.
8. Baggage
8.1 Baggage allowance will be specified at booking.
8.2 Due to aircraft size and weight restrictions on the BAe Jetstream 32, baggage limits may be lower than larger commercial aircraft.
8.3 Excess baggage is subject to availability and additional charges.
8.4 Liability for loss, delay or damage to baggage is governed by the Montreal Convention.
8.5 We may refuse to carry items deemed unsafe or unsuitable.
9. Dangerous Goods
Passengers must comply with UK and international dangerous goods regulations.
Prohibited items include (but are not limited to):
- Explosives
- Flammable liquids
- Compressed gases
- Lithium batteries beyond permitted limits
10. PASSENGERS WITH REDUCED MOBILITY (PRM)
10.1 Commitment to Non-Discrimination
Air Charter Scotland will not refuse carriage on the grounds of disability or reduced mobility provided that:
- Assistance requirements have been notified in advance; and
- Safe carriage can be accommodated within aircraft and operational limitations.
10.2 Advance Notification
Passengers requiring assistance must notify Air Charter Scotland at least 48 hours prior to departure.
This includes passengers who:
- Use mobility aids
- Require boarding assistance
- Travel with an assistance dog
- Require medical equipment
10.3 Assistance Categories
Passengers may be categorised as:
- WCHR – Requires wheelchair assistance to aircraft but can climb steps and move independently in cabin.
- WCHS – Cannot climb steps but can move short distances within cabin.
- WCHC – Completely immobile and requires assistance to aircraft seat.
Certain categories may require a companion.
10.4 Aircraft Accessibility – BAe Jetstream 32
The aircraft utilised for the PSO and operated by AIS Airlines is a BAe Jetstream 32 (19-seat turboprop).
Due to its design:
- Boarding is via integral rear steps.
- No lift, ramp, or mechanical boarding device is available.
- Aisles are narrow and cannot accommodate onboard wheelchairs.
- No accessible lavatory is fitted.
- Emergency evacuation requires independent movement to an exit.
Passengers must be able to board and disembark using aircraft steps with light steadying assistance only.
Air Charter Scotland staff are not permitted to lift or carry passengers.
10.5 Companion Requirement
A passenger must travel with a competent companion where they are unable to:
- Board/disembark without lifting
- Fasten/unfasten seatbelt
- Fit oxygen mask unaided
- Understand or act upon safety instructions
Failure to travel with a required companion may result in refusal of carriage.
10.6 Airport Assistance
Airport operators are responsible for assistance between:
- Arrival point
- Check-in
- Security
- Gate
- Aircraft door
Passengers must notify both Air Charter Scotland and the airport in advance.
10.7 Mobility Aids
Mobility aids are carried free of charge subject to aircraft and safety limitations.
Electric mobility devices may only be carried where:
- They comply with Dangerous Goods Regulations
- They fit within aircraft hold limits
- Suitable airport facilities exist for safe loading
10.8 Assistance Dogs
Recognised assistance dogs may travel in the cabin subject to:
- Advance notice
- Valid certification
- Safe positioning within limited cabin space
10.9 Fitness to Travel
Medical clearance may be required where a condition could affect:
- Passenger health during flight
- Safe evacuation
- Safety of others
Carriage may be refused on safety grounds.
10.10 Operational Discretion
Air Charter Scotland retains discretion to determine whether carriage of a PRM passenger is safe and practicable, taking into account:
- Aircraft configuration
- Weight and balance
- Airport infrastructure
- Weather conditions
- PSO operational requirements
Safety shall take precedence at all times.
11. Passenger Conduct
We may refuse carriage or remove a passenger who:
- Is intoxicated
- Behaves abusively
- Endangers safety
- Fails to follow crew instructions
Serious misconduct may be reported to authorities.
12. Liability
12.1 Liability for death or personal injury is governed by the Montreal Convention.
12.2 We are not liable for indirect or consequential losses including missed onward connections on separate tickets.
13. Data Protection
Passenger data will be processed in accordance with UK GDPR and our Privacy Policy.
14. Complaints
Complaints may be submitted in writing to:
Air Charter Scotland Ltd
3 Colvilles Place
East Kilbride
South Lanarkshire
G75 0PZ
Unresolved complaints may be referred to the UK Civil Aviation Authority.
15. Governing Law
These Conditions are governed by the laws of Scotland.
Scottish courts shall have exclusive jurisdiction.
PSO-Specific Clause
16. Public Service Obligation Status
16.1 This service operates under a Public Service Obligation contract awarded by Highlands and Islands Council.
16.2 Service levels, frequency and capacity are determined in accordance with PSO contractual requirements.
16.3 In cases of operational disruption, priority may be given to maintaining essential connectivity.