Frequently Asked Questions
Below is a list of comprehensive questions about our air ambulance service categorized into five critical areas. If you don’t see your particular question, please contact us and we’ll be happy to assist you. We want to make sure all your questions are answered.
AirCARE1 communication specialists are on hand 24 hours-seven days a week to answer all of your questions. We understand booking an air ambulance flight may feel daunting. Our communication specialists are experts in what they do and are happy to explain the flight process while answering any of your questions. Feel free to call us any time at 877-760-7760 (505-242-7760 for International calls) or send us an e-mail at fltcoord@aircareone.com.
AirCARE1 flies to many cities throughout North America, including Canada, Mexico, Central and South America as well as providing wing to wing transports to countries throughout the world.
During each medical transport AirCARE1 provides all of the following:
1. 24-hour dispatch
2. Bedside-to-bedside care
3. Arrangement of all ground transportation
4. Coordination with the insurance company
5. Help in finding a room at the receiving facility
6. A post flight follow-up
7. Advice on air transportation whether you use our service or not
8. International services
AirCARE1 is an expert at providing International medical evacuations from outside of the United States. Because of our in-depth knowledge and experience with this type of service, we can help ease the stress for the those trying to evacuate a foreign national
AirCARE1 has years of experience in International repatriations. Our personnel speak multiple foreign languages. AirCARE1 also provides evacuation for immigrants in the US who need to be transported back to their home countries.
AirCARE1 provides a holistic approach to patient care. We take care of the physical as well as the emotional needs of the patient and family members. All patients fly in executive quality interiors in a pleasant medical environment to provide ultimate comfort. We also provide the following free of charge amenities that can also promote the healing process:
- Noise cancelling headsets with the option to listen to therapeutic music
- Therapeutic hand massages with aromatherapy
- In-flight movies
Studies reveal using therapeutic music reduces the stress levels in patients and decreases need for sedation. We have found that the patient’s stress is reduced when the patient is flown in a pleasant medical environment. Read more about our Holistic Care methods.
We keep the process as easy and simple as possible. For this purpose, we have created a what to expect page that will serve as a guideline during the flight process.
Here is what we recommend you do:
- Call AirCARE1 for flight arrangements
- Have all necessary information available. See our what to expect page.
- AirCARE1 will make all necessary arrangements while keeping you fully informed, complete with a report back to the sending facility at the conclusion of the flight
AirCARE1 coordinates all aspects of the flight from the beginning to the end. We verify receiving beds, arrange ground transportation on both ends as well as arranging all details to ensure a successful flight.
You choose! Unlike a commercial flight, AirCARE1 specializes in tailoring flight times to meet the needs of the patient. Our team can launch in as little as two hours once all of the necessary paperwork is received. You can pre-book and schedule a pickup time that best suits your needs.
Our communication specialists will provide itineraries prior to the aircraft launch so that you can inform loved ones of your departure and arrival times.
Call AirCARE1 at 877-760-7760 or fill out our online Quote Request Form.
Since each flight is individualized and specific to each patient’s needs, a communication specialist will go over the cost of your flight with you. We give you all the information you need up front, including an all-inclusive quote with the exact cost of the flight so there will be no surprises.
In some cases, Insurance will cover all or some of the cost of a flight while other times it might be an out-of-pocket expense. Our team will work with you to manage every circumstance.
AirCARE1 works with our patients and their families with honesty and transparency. We know this is a difficult time for you and your family and want to help make a difference in your life, providing exceptional care with empathy and compassion. We do not believe in taking advantage of this situation for our own gain.
We guarantee that the price quoted before the flight will the exact price you will pay after the flight is concluded. All costs included in our AirCARE1 quote are:
1. Aircraft cost
2. Flight and Medical crew
3. Ground transportation on both ends, if needed
4. Miscellaneous fees including landing fees, International fees, etc.
It is important to use an in-network Air Ambulance provider as this will protect you financially. When a patient utilizes a company that is out-of-network, it opens them up to risk of egregious billing practices, including balance billing. This surprise billing often causes financial hardships on patients that can even result in personal bankruptcy.
AirCARE1 is an in-network provider with many insurance companies. We have taken extra steps to build partnerships with insurance companies to ensure we are serving our patients with honesty, integrity, and transparency. We believe this financially protects our patients.
Yes, AirCARE1 will work with the insurance company to help ease the stress of coordinating the flight details. As an In-Network provider, we are experts in navigating the insurance process. Our team makes the Insurance experience easy and hassle free for all parties involved.
If certain criteria are met, insurance will cover the cost of the flight. An AirCARE1 communication specialist will be able to help you determine whether your insurance will cover all or a portion of the cost of the flight. This is important to know beforehand to prevent any surprise bills.
If you are able to wait, there are opportunities that a flight can be done in conjunction with another flight. In the industry this is called a “backhaul.” Our communication specialist can keep you abreast when these opportunities arise.
In many circumstances insurance policies may pay for a portion or all of the air ambulance flight. In the event insurance does not cover the flight, AirCARE1 accepts the following:
1. Certified cashier’s check
2. Credit card
3. Wire transfer
The flight is paid for in advance, unless other arrangements have been made and confirmed through insurance or other third-party payer.
Using a broker significantly increases the costs of a flight. If you are unsure whether you are talking to a broker, ask them if they own the aircraft you will be flying on, where the aircraft is based and what the tail number is. AirCARE1 can help you identify the brokers and determine ownership of the aircraft.
AirCARE1 will never charge any additional charges, the quote provided for the flight is the amount you will be invoiced and required to pay.
There should never be any additional charges incurred after a flight. Quotes are “all inclusive”, including ground ambulances on both ends-unless otherwise stated. Unfortunately, some companies do bill additional charges after the fact, something you will not know until after the fact.
AirCARE1 provides a one-page contract. If you are sent a long contract from another Air Ambulance provider – simply avoid them.
Beware of multiple page contracts! Some air ambulance companies take advantage of this stressful situation and count on patients and family members to not carefully read contracts. Long contracts are not meant to protect the patient but rather the air ambulance company, there could be hidden surprises imbedded in the contract. Remember-a written contract supersedes anything verbally promised.
Since all AirCARE1 aircrafts are equipped as Airborne Critical Care Units, we are able to fly patients with a wide variety of medical conditions. Some patients require only minor medical monitoring all the way to patients who are critically ill and in need of specialty care. Read more about Who We Transport
The general criteria for flying a patient is a doctor’s recommendation that the patient should not travel by a commercial carrier.
Conditions include:
1. Trauma patients
2. Respiratory patients on ventilators
3. Cardiac patients on balloon pumps (IABP)
4. Neurological patients with head injuries requiring intra cranial monitoring
5. Patients with multiple IV drips
6. We fly hospital specialty teams including:
- Neonatal patients
- Pediatric patients
- Adult patients, including Geriatric and Bariatric
One or two traveling companions may accompany the patient at no additional charge. This is not a requirement but is encouraged whenever practical to reduce patient’s stress levels. The only exception would be if the patient’s specific medical condition does not allow additional passengers.
As part of our commitment to overall patient well-being, small pets in cages can be flown in the aircraft depending on space available. We know that patient’s stress level can be greatly reduced when they can bring their small pet(s) on the flight with them.
The flight is staffed with two highly experienced pilots: a captain and a first officer, just like on a commercial airline flight. They each have an airline transport pilot (ATP) rating, which is the highest FAA pilot certification and receive annual recurrent simulator training. Our pilots have minimum of 3000 hours-which is above industry standards. We never use one pilot, as is used on some air ambulance flights.
At least two medical crew members consisting of an experienced critical care nurse with a background in either ICU, CCU, ER, and a nationally registered critical care paramedic or registered respiratory therapist. They also receive intensive training in flight physiology.
Other medical specialists will be on the flight as necessary for the particular medical needs of the patient.
Due to the nature of flying, it is important to have only the best and most qualified personnel on board to ensure the highest quality of patient care and safety. To ensure quality patient care, each crew member is hired based on specific skill sets: good communication skills, flexibility, the ability to think quickly on their feet, adaptation, innovation, and a critical care background. Each crew member has undergone a stringent interview process, including both reference and background checks. No ads are placed for hiring, it is by referral only.
AirCARE1 hires and trains all our own employees. We invest in quality initial training as well as continuing training. See Crew Experience for more information.
AirCARE1 provides rigorous initial training as well as monthly in-depth continuing education. AirCARE1 medical crew members receive specific training beyond that normally available to critical care providers. The medical crew has specific knowledge of flight physiology and the impact flight stressors have on the patient. They are also trained to handle any In-flight emergency, both related to those likely from the condition of the patient as well as those completely unanticipated. See Crew Experience for more information.
Bedside-to-bedside service means medical personnel are with the patient from the sending medical facility, through the medical flight while providing medical care, to the receiving medical facility.
Our AirCARE1 medical crew will be with our patients from the bedside of the sending facility to their bedside of the receiving facility to ensure continues medical care during the entire transport.
Our bedside to bedside service begins when the AirCARE1 flight team arrives at the departing medical facility, along with the ground ambulance crew, to pick up the patient. This ensures the patient is correctly assessed at the sending facility before transport. The flight crew will remain with the patient during the entire transport, including accompanying them to the receiving medical facility. They will use our proprietary Patient Transport Stretcher System to monitor the patient’s vital signs during the entire process and have that data available for the physician at the destination facility.
The patient is transported to and from the aircraft via ground ambulance, accompanied bedside-to-bedside by the AirCARE1 medical flight crew. AirCARE1 coordinates all ground transportation, including handling all the payment details for the different ground ambulance services.
AirCARE1 communication specialists’ coordinators are trained in handling all these details, so the complete transition is as smooth as possible, including all payment details.
AirCARE1 utilizes a loading ramp for loading/unloading our patients. A loading ramp is a mechanical device that attaches directly to the stretcher system inside the aircraft. Additionally, our large cargo doors allow for ease of movement into the aircraft while the patient is being loaded and unloaded. We believe a loading ramp is a must for the safety of our patients, our modern loading system prevents any tipping, tilting, or wobbling during this critical process. See Medical Equipment for more information.
A medical crew is only as good as the quality of the equipment provided to them. The equipment allows us to have the same quality of care the patient would receive in an critical care unit at a top-notch hospital. Our aircraft are equipped with sophisticated advanced life support equipment on each flight. See Medical Equipment for more information
An AirCARE1 our communication specialists can help you determine the level of service you need. We handle all these types of medical air transports below.
1. Basic Life Support (BLS) – usually a patient that has minor medical needs, including oxygen and maybe has intravenous access. This patient is extremely stable but may be medically compromised enough to need air ambulance transportation.
2. Advanced Life Support (ALS) – the patient’s condition warrants a higher level of care due to continuous monitoring, IV access, and infusions. This patient is usually in a stable condition.
3. Critical Care/Specialty Care – a patient requiring continuous care, monitoring, and medication, including continuous multiple drug infusions, ventilation, invasive monitoring due to acuity, instability or complex care requirements.
AirCARE1 will help you determine what kind of medical transportation is needed, whether it is ground ambulance, commercial airline escort or a dedicated air ambulance based on the patient’s medical condition. We can be a resource to you in obtaining the right type of transportation for the patient.
A broker is a middleman who does not own an aircraft but arranges air ambulance transportation for the patient while adding an additional fee to the total cost. Brokers are typically looking only for the lowest cost, so they can add their mark-up, and don’t have any quality control systems for patient care.
Using a broker can increase the cost significantly for the patient, hospital, or insurance company. By dealing directly with an air ambulance provider, the patient will get the best care and value. You will also know who the specific service provider is and deal directly with them. You will know all the aspects of the patient care they offer. If a broker is used, you will not be able to deal directly with the air ambulance company providing the service.
AirCARE1 is not a broker, we own our own aircraft and operate them under our own Part 135 Air Carrier Certificate.
The broker tries to find the cheapest air ambulance provider so they can make the most profit possible from the flight. The broker is a business person, not a medical provider. They don’t have the experience to understand the differences between air ambulance companies, and they don’t fully understand the medical needs of each specific patient.
Possible Safety issues:
1. The broker may not fully check out the air ambulance provider
2. Quality of patient care is an unknown quantity
3. Crews may or may not have proper training
4. Brokers deal with the most discounted air ambulance providers to enhance their own profitability, not patient care.
AirCARE1 pilots receive additional training used only by air ambulance operations. This training specifically addresses medical terminology, flight physiology, and how to support the level of care needed by the patient. This training also facilitates seamless communication with the medical personnel on board.
All AirCARE1 pilots are hired for their extensive flight experience. Pilot experience is an integral function for safe operations. Our AirCARE1 pilots have more than 3,000 hours of experience which we believe deems them well qualified. They are trained at the world renown Flight Safety in Tucson Arizona. Lastly, we follow the FAA guidelines requiring pilots to complete 40 hours of recurrent training each year, “flying check rides” every six months for Captains, and annual flying check rides for our first officers. See Crew Training for more information
We fully utilize Learjet aircraft for our Air Ambulance transports. The LearJet is a small business jet most suitable for air ambulance missions. It is a cost-effective aircraft that can transport patients quickly to their destinations. Other aircraft are used in the air ambulance industry as well, but jets should be used if going more than 500 miles to their destination. Anything over 500 miles increases the time dramatically, due to fuel stops, possible crew changes, and the stress on the patient. Patients should also be flown in jets when speed is of the utmost importance.
AirCARE1 transports patients to domestic and international locations with our fleet of company owned aircraftt comprised of Learjet 35A/36’s/60’s. See our Aircraft page for more information.
Jets are pressurized aircraft. It is safest for the patient being transported over long distances to fly in a pressurized cabin. Many patient conditions require pressurization. Small Turboprops may not have pressurized cabins, but all AirCARE1 aircraft have pressurized cabins.
AirCARE1 is a dedicated air ambulance provider utilizing Learjet aircraft equipped with Airborne Critical Care Units. We also utilize our aircraft for organ transplant flights, patients who are needing to be quickly transported for an Organ transplant, as well as obtaining organs.
There are many aircraft charter operators who will occasionally fly air ambulance flights, as an added revenue stream, in an aircraft not dedicated for air ambulance operations. Beware of those companies as they will not hold up to the same safety and patient care standards as those who are dedicated to this service.
AirCARE1 has no history of fatal accidents, the company has a 100% safety record.
Safety is the highest priority while transporting a patient. There are some companies who have had fatal accidents so always ask if the company has every had an accident to ensure you avoid those providers. Read more about our Safety Management Systems here.
All AirCARE1 aircraft are equipped to be Airborne Critical Care Units and are equipped the same as any ICU/CCU at premier hospitals.
AirCARE1 is licensed in the State of New Mexico as well as the state of Arizona. Each air ambulance provider should be licensed in the state in which they do business. Our license information can be easily seen inside the aircraft, and a copy is included in paperwork you receive with the quote. If you are working with a provider who cannot provide you with their license, you are either working with a non-legitimate company or a broker
AirCARE1 is operated by Critical Air Response Enterprises LLC-dba AirCARE1. We own and operate our fleet of Learjet aircraft under our own Part 135 Air Carrier Certificate. We have a stellar safety record with no accidents or incidents.
Each air ambulance company operating for hire must operate under an FAA approved Part 135 Air Carrier operating certificate. A Part 135 Air Carrier Certificate is approved by the FAA. Those companies that cannot produce a 135 Air Carrier Certificate are not legitimate air ambulance companies, or are brokers, and should be avoided at all costs.
AirCARE1 carries a $50 million in aircraft liability insurance and $1 million in medical malpractice insurance. AirCARE1 maintains these insurances and copies are available upon request.
Each of our patients are under the oversight of a phenomenal Medical Director, as well as the hands-on care of a nurse and paramedic. He is involved with every flight to ensure each flight proceeds smoothly.
Our medical director has over 20 years of emergency medicine experience, he oversees our day-to-day operations as well as hiring, training, quality management, and improvements in policies and procedures.
An involved medical director brings a higher standard to the program. This additional commitment to patient care is an example of how AirCARE1 is different than other air ambulance companies.
AirCARE1 owns and operates our fleet of Learjet aircraft under our own Part 135 Air Carrier Certificate. We can provide tail numbers of each aircraft which you can use to look up on www.faa.gov and verify you are using an aircraft owned by AirCARE1.
The FAA requires every jet aircraft to undergo mandatory inspections. An FAA certified Airframe and Power Plant (A &P) mechanic is required to perform these inspections. At AirCARE1 our mechanics not only perform routine inspections and maintenance, but do weekly proactive inspections to catch ensure small problems are caught before they turn into bigger problems
Accreditations determines if a provider meets or exceeds established standards of safety and quality patient care. In this industry, accreditation is a completely voluntary evaluation process. The difficult process to hinders many air ambulance providers from obtaining an accreditation. Rather, they might say, “We follow the standards of accrediting bodies” or “we don’t need to be accredited” to provide good care. It is highly unlikely they are performing at the stringent standards accreditations demand. Recognized accreditations in the air ambulance industry are:
- Established in 1991, The Commission on Accreditation of Medical Transport Systems (CAMTS)
- Established in 1994, European Air Medical Institute (EURAMI)
- Established in 2009, the National Accreditation Alliance Medical Transport (NAAMTA)
AirCARE1 holds not one, but two accreditations from both CAMTS and EURAMI to show our commitment in providing the highest standard of care. See Accreditations for more information.