Personal human accompaniment — end to end
Your aviation concierge, from first brief to safe arrival home
SkyMatch is not an automated marketplace. One named person owns your mission through all six phases — brief, sourcing, contracts, pre-flight, in-flight and post-flight. This page sets out exactly what is included at each stage, and precisely when you contact us versus when we contact you.
The journey
Six phases, one person
Every mission follows the same structure, whether it is a 12-minute island transfer or a multi-week industrial deployment. Nothing in this sequence is outsourced to a call centre.
- Phase 01
Brief
You contact us — or we call you within 60 minutes
What's included
- A single named concierge is assigned to your mission and stays with it end to end
- Discovery call or message: passengers, luggage, dates, flexibility, discretion requirements
- Route feasibility, helipad and airport options, realistic flight times
- Indicative budget range before anything is committed
Contact: You reach us through the quote form, WhatsApp or email. We acknowledge every request within 60 minutes, day or night.
- Phase 02
Search & Sourcing
We contact you — typically within 2–12 hours
What's included
- Independent canvass of licensed operators across the region, not a single-fleet offer
- Verification of AOC, insurance cover, crew currency and aircraft documentation
- Aircraft matched to mission: seats, luggage, single vs twin engine, night or IFR capability
- One consolidated proposal with a fixed all-in price — flight, positioning, handling, taxes
Contact: We come back to you with the proposal. Reply with questions any time; the same person answers.
- Phase 03
Booking & Contracts
You confirm — we handle everything after that
What's included
- Charter agreement, terms and cancellation policy explained in plain language
- Secure payment coordination and invoicing, corporate or private
- Passenger manifest, ID and permit collection handled discreetly
- Slot, landing permission and helipad authorisation filed on your behalf
Contact: You approve the proposal. From this point we contact you only with confirmations and anything that needs your decision.
- Phase 04
Pre-Flight
We contact you — 48h, 24h and 2h before departure
What's included
- Written itinerary with meeting point, gate access and crew contact details
- Weather, wind and daylight review with a defined contingency plan
- Ground transfers, FBO reception, catering and special requests coordinated
- Luggage and weight check so nothing is refused at the pad
Contact: You receive scheduled updates. If plans shift, message your concierge directly — re-planning is included, not chargeable.
- Phase 05
In-Flight
We stay reachable throughout the mission
What's included
- Live monitoring of your departure, sectors and arrival times
- Direct line to the operations desk while you are airborne
- Onward transfer and connecting-flight coordination adjusted in real time
- Immediate re-planning if weather, slots or ATC change the schedule
Contact: You (or your assistant) can reach the same concierge at any moment during the flight window.
- Phase 06
Post-Flight
We contact you within 24 hours of arrival
What's included
- Arrival confirmation and final reconciled invoice — no surprise line items
- Debrief on what worked and what to change on the next mission
- Your route, preferences and aircraft choice saved to your profile
- Priority access to empty-leg pricing on the routes you actually fly
Contact: We follow up. You keep the same concierge for every future mission.
Our commitments
What the human service guarantees
One person, the whole journey
No hand-offs, no call centre queue, no automated replies. The person who took your brief is the person who confirms your landing.
Answered within 60 minutes
Every request is acknowledged in under an hour, including nights and weekends.
Reachable before, during and after
WhatsApp, phone or email — your concierge is contactable across the full mission window, not office hours.
Multilingual service
English, Arabic, French, Italian, Spanish, Portuguese, Russian, Hebrew and Japanese.
Independent and discreet
We source across licensed operators rather than selling one fleet, with NDA-grade discretion for VIP, royal and corporate clients.
Who reaches out, and when
The contact timeline at a glance
| Phase | Who initiates | Timing |
|---|---|---|
| Brief | You | You contact us — or we call you within 60 minutes |
| Search & Sourcing | SkyMatch | We contact you — typically within 2–12 hours |
| Booking & Contracts | You | You confirm — we handle everything after that |
| Pre-Flight | SkyMatch | We contact you — 48h, 24h and 2h before departure |
| In-Flight | SkyMatch | We stay reachable throughout the mission |
| Post-Flight | SkyMatch | We contact you within 24 hours of arrival |
Questions
Concierge service FAQ
Is the personal concierge service an extra cost?
No. The concierge service is included in every SkyMatch charter. Our fee is built into the single all-in price you approve before booking, and we do not charge separately for re-planning, itinerary changes or in-flight coordination.
Will I speak to the same person throughout?
Yes. One named aviation concierge owns your mission from the first brief to the post-flight follow-up, with a backup colleague briefed on your file in case of time-zone coverage. You never repeat your requirements to a new agent.
How quickly will someone reply to my request?
Every request is acknowledged within 60 minutes, day or night. A full sourced proposal with verified operators and a fixed all-in price typically follows within 2 to 12 hours, depending on route complexity and permit requirements.
When do I need to contact you, and when do you contact me?
You contact us twice: to open the brief, and to approve the proposal. After that we contact you — at 48 hours, 24 hours and 2 hours before departure, during the flight if anything changes, and within 24 hours of arrival. You can of course reach your concierge at any point in between.
Can my assistant or travel manager deal with you instead?
Yes. Many clients nominate an executive assistant, family office or corporate travel manager as the point of contact. We work to whatever chain of approval you set and copy only the people you authorise.
What happens if weather or an operational issue disrupts the flight?
Every mission is planned with a contingency: an alternate departure window, an alternate landing site or a ground option. Your concierge monitors the schedule live, proposes the alternative and coordinates the change with the operator and your ground transfers — you are not left to negotiate with the crew.
Do you handle ground transfers, catering and permits too?
Yes. Ground transfers, FBO reception, catering, landing permissions, helipad authorisations and passenger documentation are all coordinated as part of the standard service, not sold as add-ons.
Start with a brief, not a booking form
Tell us the mission. A named concierge replies within 60 minutes with feasibility, timings and a realistic budget.