We are here to help.
Whether you have a question about an upcoming flight request, need clarification on how the platform works or want guidance on a specific charter segment, our team is available to assist you. Reach out through any of the channels below and we will respond as quickly as possible during our operating hours. For urgent flight-related matters, we recommend contacting us by phone or WhatsApp for the fastest response.
IONA JETS acts solely as a digital referral platform connecting clients with independent air charter brokers across private, commercial and cargo aviation. IONA JETS is not an air carrier or aircraft operator and does not operate any flights; all flights are quoted, contracted and performed exclusively by third-party brokers and/or certified operators under their own licenses, terms and conditions and insurance policies. The descriptions provided on this website are of a general nature and reflect common practices and service standards within the air charter industry; they are for guidance only and do not constitute a guarantee that a particular service, configuration or feature will be available on every mission. All services remain subject to operational constraints, availability and applicable regulations, and the precise conditions of your trip or shipment will be confirmed by the broker partner at the time of booking. Any transport-related obligations or liabilities rest solely with the contractual carrier and/or broker identified in the booking documentation. Comments published on Help Center pages are user-generated content and do not represent the views, opinions or endorsements of IONA JETS. All comments are moderated and may be removed without notice if the content is inappropriate, unrelated to the page topic, defamatory, misleading or in violation of applicable law. By posting a comment, users consent to the display of their first name, last name and comment content publicly on the page.
Airport Experience
The airport experience differs significantly between private aviation, commercial group charter and cargo operations, and between different airports around the world. Understanding what to expect at the airport helps you plan your arrival time, luggage and any special requirements.
-
For private jet passengers, the airport experience centers on the FBO (Fixed Base Operator) or VIP terminal. You arrive at a private facility separate from the commercial terminal, where security and customs are processed in a controlled environment. There are no public queues, no crowded gates and no standard boarding procedures. You walk from the lounge to the aircraft steps, often in minutes. At some airports, your vehicle can be driven directly to the aircraft on the tarmac. The specific services available depend on the FBO and airport, and broker partners confirm what is available at each location before your travel date.
-
For commercial group charter passengers, the experience depends on whether the flight departs from a private terminal or a commercial one. Some group charters use dedicated gates or private handling within the commercial terminal, with dedicated check-in counters, branded signage and fast-track security arranged by the broker partner. Others depart from FBO facilities when the airport and aircraft type allow it.
-
For cargo operations, the airport experience is managed entirely by the broker partner and ground handlers. Cargo is delivered to the airport freight terminal, processed through screening and customs, built onto pallets or into ULD containers and loaded onto the aircraft. Clients do not typically need to be present at the airport, but broker partners provide status updates throughout the process via the client portal.
Good to know
Arrive at the FBO or terminal at the time recommended by your broker partner. For private jets, this is typically 15 to 30 minutes before departure. For group charters, allow 60 to 90 minutes depending on group size and whether customs or immigration processing is required.
Curfews and noise restrictions apply at many airports, particularly in Europe. Farnborough does not operate on weekends, Le Bourget restricts late-night jet departures, and Van Nuys has specific noise limits. Broker partners plan your schedule around these constraints and advise on alternative airports if needed.
Not all airports have the same facilities. Some FBOs offer private suites, meeting rooms, showers and fine dining. Others provide a simple lounge with refreshments. Broker partners assess the facilities at your departure and arrival airports and set expectations before you travel.
For international flights, passport and customs processing at FBOs is typically faster and more private than at commercial terminals, but the documentation requirements are the same. Ensure your passport, visa and any required entry documentation are in order before departure. Broker partners can advise on destination-specific entry requirements but cannot process immigration on your behalf.
Help Center
Find answers to common questions about the charter booking process, airport experience, onboard services, destination logistics, and much more. Browse by topic or contact our team directly for personalized assistance.