Customer Charter

Committed to Safety, Reliability and Good Value.

Safety

Safety is our first priority in all of our activities. Through our comprehensive Safety Management System, we ensure all flights are conducted in a manner above and beyond requirements imposed by the Civil Aviation Safety Regulations.

Our Safety Management System encompasses:

  • Guidelines and tools to ensure Risk Assessments are conducted on all aerodromes that our flights operate to. Our pilots are trained to also conduct a formal risk assessment prior to the departure of every individual flight.
  • A fatigue management system to ensure adequate wellbeing and breaks before flights.
  • Our custom built hazard and incident reporting system.
  • The guidelines for our Drug and Alcohol Management Plan, including the provision for random testing of all staff throughout the year.
Reliability

After safety, we believe that our primary responsibility to you is reliability. We are committed to having the best on-time performance and the lowest cancellation rates possible.

Changes to your Charter

Even though Paul Lyons Aviation is one of the most reliable charter companies in Australia, it is inevitable that things may not always go according to plan. We understand that flight disruptions cause inconvenience, however some situations are beyond our control; bad weather, airport congestion and technical problems are just some of the elements that may impact your flight. In all cases, we are committed to giving our clients as much prior advice as possible and will continually keep you updated to allow you to make the most appropriate decisions for you.

Privacy and Confidentiality

We understand the importance of your privacy and confidentiality. Information we receive will only be used internally for processing your travel arrangements, complying with legislative requirements and maintaining sales records. We will take reasonable steps to ensure that personal information is secure from any unauthorised access or disclosure, through protection on our IT systems and also Confidentiality Agreements signed by all of our staff.

Feedback

We are always looking for ways to outdo ourselves. We encourage our clients to give us feedback on our performance so we can continually improve. Feedback can be sent directly to us at reception@paullyonsaviation.com.au.