Frequently Asked Questions
COVID-19 (Coronavirus) Back to top
What safety measures are in place at the heliport and onboard?
Throughout the Coronavirus pandemic, we’ve put the health of our passengers, teams and the communities we serve at the forefront of everything we do.
We’re continually checking our safety measures against the latest government and industry guidance, but you can find a summary of our COVID-19 safety measures on our Coronavirus Information Hub.
What if my booking has to change because of government restrictions?
All bookings are currently protected by our Coronavirus Booking Pledge. If government Coronavirus restrictions prevent you from travelling as booked, you’ll be able to transfer to a future date within the next year for free. If you’d prefer, you’ll also be able to choose a full refund.
Our standard conditions of carriage still apply for other changes.
Do I need travel insurance?
Bookings are currently protected by our Coronavirus Booking Pledge. This allows you to transfer your flight to a future date within the next year or receive a refund if you cannot travel due to government restrictions.
However, our standard conditions of carriage still apply for other changes. Therefore, we strongly recommend taking out comprehensive travel insurance and carefully checking the policy wording to ensure you are fully protected.
A member of my household or I have Coronavirus symptoms, tested positive, or received a Test & Trace notification to isolate. What are my options?
You must not travel if you or someone you live with has experienced Coronavirus symptoms in the last 14 days or been told to isolate by NHS Test and Trace.
If you can provide evidence of a positive test result or Test and Trace notification, you will be eligible for a transfer or refund under our Coronavirus Booking Pledge.
I’m booked to travel after 12th April, but my accommodation is not available until Step Three (after 17th May). What are my options?
If your accommodation is prevented from opening due to government restrictions, you are protected by our Coronavirus Booking Pledge. You will have the option to either transfer to a future date within a year free of charge, or cancel and receive a full refund. This does not apply for accommodation that opts not to open when allowed under government guidance.
I’m booked to stay in Self-Catering accommodation with another household before Step Three so cannot travel. What are my options?
If you are unable to stay in your accommodation opening due to government restrictions, you are protected by our Coronavirus Booking Pledge. You will have the option to either transfer to a future date within a year free of charge, or cancel and receive a full refund.
I’m booked to travel after 12th April 2021, but I’m worried about travelling. What are my options?
We will be working hard to maintain a COVID-secure operation, adhering to all government guidelines and putting the safety of our passengers, crews and communities first. You can see an outline of our measures on our Coronavirus Information page.
Once government restrictions on travel and accommodation are lifted, our standard conditions of carriage apply.
I’m booked to travel after 12th April 2021, but I don’t want to travel as the experience on the islands may not be the same. What are my options?
Islanders will be working hard to ensure the best possible experience within the government restrictions. Once government restrictions on travel and accommodation are lifted, our standard conditions of carriage apply.
My accommodation provider has chosen not to open. What are my options?
Unfortunately, as this is not caused by government restrictions, our standard conditions of carriage apply. We strongly recommend you have comprehensive travel insurance in place from the point of booking.
I am shielding. What are my options?
The government Roadmap indicates shielding will no longer be required after the end of March 2021, so our standard conditions of carriage apply.
I am travelling from overseas or another part of the UK with local restrictions. What are my options?
If you cannot travel due to government restrictions, your booking is protected by our Coronavirus Booking Pledge. You’ll be able to transfer to a future date within the next year for free or receive a full refund. Our standard conditions of carriage still apply for other changes.
The Service Back to top
Where do you fly to?
Penzance Helicopters flies from Penzance in west Cornwall to the Isles of Scilly, flying to the islands of Tresco and St Mary’s.
We provide the only direct flight to Tresco, and from there and St Mary’s you can easily reach the other islands of St Martin’s, Bryher and St Agnes.
How much do the flights cost?
Standard flight prices start from £129.50 one way. Prices and availability can be seen on the booking page.
Do you offer daytrip flights to the Isles of Scilly?
We offer daytrip flights throughout the year, subject to availability.
Flying to the Isles of Scilly for a daytrip by helicopter means more time to explore the islands - with just a 15-minute flight time, you’ll have the whole day for an island adventure. Plus, the flight itself is as memorable as the destination.
Daytrip fares are available from £129 per person - for full details and inspiration see our Daytrips information.
How long is the flight?
Your flight will take around 15 minutes and passes out across Mount’s Bay and the West Cornwall peninsula and coast before heading across to the Isles of Scilly.
Where can I find the latest travel updates?
Please visit our Travel Updates page for the latest travel updates for our flights between Penzance and the Isles of Scilly.
How many passengers do your helicopters carry?
Using an AW139 we can carry up to 12 passengers per flight.
Will passengers with mobility difficulties be able to use the helicopter?
One of our overriding aims is to improve access to the Isles of Scilly for all, and we will do all we can to make all passengers welcome, within the constraints of safety regulations and the size and layout of the aircraft. Please inform us of any disability or reduced mobility at the time of booking. Depending on the nature of your disability, we may ask you to travel with another passenger who can provide the necessary assistance. For further information, please contact us or complete our mobility assistance request form.
Can my dog or other animal travel with me?
Over the last few months, we have been in negotiations with the Civil Aviation Authority over the carriage of dogs on our new Penzance to Isles of Scilly scheduled service. In the light of current regulations, it is not feasible to install a suitable dog kennel inside the cabin of our AW139 helicopter so we will not be able to accept dogs onboard. We will review this decision should a change in regulations occur.
Will the helicopter service operate all year round?
Yes, we aim to provide access to and from the islands throughout the year and anticipate flying six days a week all year.
Are there toilets and refreshments onboard?
Due to the short flight and the size of the aircraft, there are no refreshment facilities or toilets onboard our helicopter.
How much time do I need to leave to arrive for onward travel?
We recommend you check-in one hour before your flight. Check-in closes 45 minutes before your flight departure time. Please allow enough time for checking-in, collecting luggage, and possibly refreshments. If you have any questions about time allowance, please do not hesitate to contact us. Penzance Helicopters cannot be held responsible for any delays, cancellations, or missed departures that may affect your onward travel.
I am pregnant. Can I fly with you?
This depends on the stage of your pregnancy at the time of your return flight:
- From 27 weeks to 36 weeks: Please provide a valid Doctor’s or Midwife’s certificate stating you are fit to travel.
- From 36 weeks: Please provide a valid Doctor’s or Midwife’s certificate stating you are fit to travel, issued within 7 days of departure. We will need to provide consent in writing to you travelling.
- At or past due date: Please provide a valid Doctor’s or Midwife’s certificate stating you are fit to travel, issued within 24 hours of departure. We will need to provide consent in writing to you travelling and you must be accompanied by an escort.
What is the size of the seats on the helicopter?
The cabin of the AW139 helicopter is slightly narrower than most commercial airliners. The seat width is just over 40cm and is fitted with a standard helicopter four-point harness, which may not be extended by an auxiliary strap. Although we do not publish any weight or size constraints, we strongly advise passengers to consider whether they can be accommodated comfortably in the AW139 cabin.
Luggage Back to top
How much luggage can I bring?
We are delighted to offer a generous inclusive luggage allowance of 20kg per passenger to be carried in the hold of the aircraft. All hold luggage must be soft holdall style bags with no rigid frame or structure, but it may have wheels and a handle. Each passenger can bring one item of luggage that is limited to 70 x 39 x 31 cm and must not weigh over 20kg. Please note that if you are splitting your 20kg into two or more bags, they must be collectively within the size 70 x 39 x 31 cm and weigh no more than 20kg. Passengers may also carry a small item aboard the aircraft, such as a small handbag, coat, book, camera or binoculars. This item must weigh no more than 3kg and is limited to a size of 30 x 15 x 15 cm. These limitations are in place by the CAA for the safety of all passengers.
Are there additional baggage allowances if I am travelling with an infant?
Infants have an inclusive luggage allowance of 10kg. If you are bringing a pram/buggy or similar, this will need to be fully collapsible and will be carried in the hold as long as cabin space is available. Child seats are not permitted on board. This is considered excess baggage and will be charged at £10 for up to 5kg.
Can I purchase excess luggage?
We may permit excess luggage at our absolute discretion, provided it is booked in advance and at a charge of £10 for up to an extra 5kg. If the excess luggage cannot be carried on your flight due to payload it will be carried on the next available flight with sufficient space.
Can I carry sporting equipment such as golf clubs?
These items may be carried, subject to availability and space, but will be in addition to your luggage allowance and charged as excess luggage. Please inform us beforehand.
Can I carry artwork/cargo back from the islands?
Items not packed in accordance with our standard baggage conditions (mentioned above) may only be permitted after prior arrangement with our staff at the Penzance Heliport or departure airport and will be subject to an excess baggage charge if the item is to be carried in addition to your checked-in luggage. Carriage of items not conforming with the standard size/weight conditions cannot be guaranteed due to the restricted dimensions a helicopter baggage compartment. For guidance, it is unlikely that a work or art measuring more than 45 cm x 45cm x 5cm will be cleared for carriage. Any item carried under these conditions will be done so entirely at your own risk.
Are there items I cannot take in my luggage?
You must not carry the following items in your luggage: compressed gases; corrosives; explosives; flammable liquids and solids; radioactive materials; poisons; infectious substances; oxidising materials; or briefcases with installed alarm devices. At our discretion we may refuse to carry other items deemed dangerous, unsafe, too heavy, fragile or perishable or because of their shape and character. Firearms and ammunition are prohibited from carriage, except for hunting and sporting purposes. For full details on items prohibited from carriage, please see our full Conditions of Carriage.
Check-In Back to top
When should I check-in for my flight?
We recommend you check-in one hour before your flight. Check-in closes 45 minutes before your flight departure time. After this time you may have to book a new ticket at your own cost.
Do I need a passport or other identification?
You do not necessarily need a passport but you will need to present a valid proof of identity at check-in. Valid ID can be a valid passport; valid photographic driving licence; Citizen Card; a school; college or university identity card; a valid government, armed forces or police identity card; or a council-issued photo bus pass. Children aged 16 and under accompanied by an adult do not need identification.
Shuttles and parking Back to top
Is there car parking available at Penzance Heliport?
Yes, there is an onsite car park for around 280 cars at Penzance Heliport. Parking cannot be pre-booked and is available at a rate of £7 per day, payable on exit.
Please be aware that during out-of-hours when the Heliport is closed, the car park entrance will be locked for added security. This is closed overnight after the last flight of the day, and all day on Sundays.
If you are planning on returning by other means than the helicopter, you should book your shuttle transfer with the Isles of Scilly Parking Company who will be able to pick you up and take you to the heliport to retrieve your vehicle, please call – Richard on 07724 879482 to arrange this. Unfortunately, any callouts that are not pre-arranged will result in a charge of £50.00.
Will there be any electric charging spaces in the car park?
The heliport car park will have 10 electric charging parking spaces opposite the hangar. These will be served by five EV charging bollards, each fitted with a pair of Type 2 output sockets. The sockets are 3.6kW/16 amp outputs.
Will there be transfers available to the Penzance Heliport?
There is a shuttle-bus that runs regularly from Penzance rail station in accordance with check-in/flight times. The shuttle can be booked by contacting the Isles of Scilly Parking Company on 07724 879482.
Will there be transfers available when arriving on Tresco?
When landing at Tresco, there is a complimentary electric shuttle-bus running from the Tresco Heliport to your accommodation. For any onwards travel from Tresco to other islands, there is a shuttle service that will take you from the heliport to the Quay, with a boat transfer to your chosen destination (£34pp return). Please email firstname.lastname@example.org or call 01720 422849 for transfers to and around Tresco.
Will there be transfers available when arriving on St Mary's?
When landing at St Mary’s, there is a shuttle-bus available to take you to your accommodation or the Quay. The driver will meet you in the arrival lounge at St Mary’s airport. Although it is not necessary, the shuttle bus can be pre-booked by contacting Heliport Shuttle on 01720 422126 / 07789 296218 or at email@example.com The cost is £4.50 per adult one-way or £8.50 return (the return journey can be booked when they drop you off).
Amendments, Delays and Cancellations Back to top
Can I amend my ticket?
Flights can be amended up to 48 hours before departure. The amendment fee will be 10% of the total original price paid for each passenger for whom an amendment has been made, and any difference in fare. Within 48 hours of departure you will need to purchase a new ticket at your own expense.
Can I cancel my ticket?
You may cancel your ticket up to 48 hours before your flight and receive a partial refund on your total fare. If you cancel your booking more than 14 days before your flight you will be refunded 80% of the fare paid. If you cancel less than 14 days but more than 48 hours before your flight, you will be refunded 50% of the fare paid. If you cancel within 48 hours of your flight you will not receive any refund.
What happens if my flight is delayed?
If we change the flight time or cancel, delay or divert a flight, we shall make reasonable efforts to inform the Booker of the changes or delays, using the contact details provided to us upon booking.
Do I still have to go to the Heliport if my flight has been delayed?
If we have to delay a flight, we shall inform the booker of the delays using the contact details provided and will advise when they should go to the heliport.
My flight has been cancelled and all the other flights are full or have also been cancelled. What are my options now?
Penzance Helicopters offers passengers a choice between:
- Re-booking free of charge on an alternative flight at the earliest opportunity, availability permitting or,
- Re-booking free of charge on an alternative flight at a later date or,
- Cancelling the journey and receiving a full refund of the unused portion of the ticket or,
- Offering alternative transport to their destination; this may include surface and/or sea transport. In this case, passengers are not eligible for any refund.
The weather doesn’t look bad here. Why is my flight cancelled?
We never cancel a flight unless it is completely necessary. We follow very strict guidelines with regards to flying in hostile weather conditions and therefore flight schedules are never disrupted without cause. Although weather conditions and visibility may appear suitable for flying from one location, this does not mean that the arrival destination has the same appropriate conditions for landing safely.
Do I need travel insurance? Do you offer this?
We do not offer travel insurance however, we strongly recommend that you have sufficient travel insurance in place to cover disruption to your flight. You should ensure your insurance provides cover for, among other liabilities, delayed flights; cancellations; lost luggage and money; accidents; personal liability; and medical expenses.
Please check with your bank as they may be the best provider for travel to the Isles of Scilly via helicopter.
Travelling with Children Back to top
Is there a minimum age for passengers?
Infants (under two years old) and children (aged between two and 11) are allowed on the flights. Please note there is a maximum of two infants permitted per flight. Please do inform us beforehand if a child’s pushchair or similar will be carried onboard.
Can my child travel unaccompanied?
This depends on their age. Passengers under the age of 12 must be accompanied by a passenger over the age of 18 who will take full responsibility for them. Passengers between 12 and 16 years of age may travel unaccompanied provided they have a completed consent form and a copy of their parent or guardian’s passport or identity document. Download the consent form here.
Do you offer cheaper fares for children?
Yes, a reduced fare of £108.50 (one-way) is available for children aged between 2 and 11. An infant fare is £15 (one-way) and an infant seat belt will be provided with their carer’s seat.