Contact //

Reaching us

Our operations desk is staffed around the clock, every day of the year, in English and Spanish. A mission coordinator answers, takes the case details, and hands the clinical picture to a flight physician for review. You are not routed through a call centre or a booking agent, and there is no charge for the review.

If the situation is time-critical, call rather than write. If it is not, the form on this page reaches the same desk and is answered the same day.

What to have ready

You will get a far more useful answer if you can tell us these things on the first contact. If you do not have all of them, call anyway — we will work with what you have.

• Where the patient is now: city, country, and the name of the hospital or clinic.
• The diagnosis and the patient’s current condition, including whether they are intubated, ventilated, on infusions, or dialysis-dependent.
• Whether the patient can sit upright or must travel on a stretcher.
• Where the patient needs to go — city and country, and the receiving hospital if one has already accepted.
• Who is making the decision, and whether family has been contacted.
• Whether an insurer, employer, consulate or assistance company is involved.

If you are a hospital case manager or discharge planner

Tell us that on the first call and the conversation changes. We will talk about receiving-facility confirmation, documented consent, fitness-to-fly assessment and physician-to-physician handover, because those are what let you close the chart. We handle a high volume of unfunded and uninsured foreign national repatriations from US hospitals, including cases where the patient has no passport, no located family, or no civil documents.

If you are a family member

You do not need medical vocabulary to call us. Tell us what happened and where your relative is, and we will ask the questions that matter. We will also tell you honestly if a dedicated air ambulance is not what your relative needs — many patients travel safely and far more affordably with a nurse or paramedic escort on a commercial flight.

If you are an insurer or assistance company

We work with travel insurers, expatriate health plans, corporate risk programmes and assistance companies, and we bill directly where the policy allows. Ask for the operations desk and reference your case number; our coordinators are used to working inside third-party case management systems and reporting formats.

Where we operate from

Jet Rescue is based in Mexico with aircraft positioned for Latin America and the Caribbean, and flies internationally from there. Mexico, Central America, the Caribbean, South America, the United States and Canada are routine for us; transatlantic and longer-range missions are arranged case by case.