Choosing a safe helicopter operator

Helicopter tours are one of the most memorable ways to see Australia, and the great majority operate safely. But helicopters are complex machines operating in demanding conditions, and accidents do occur, including tragic accidents involving tourist flights. Knowing what to check before you book, and what to watch for on the day, helps you choose an operator that takes safety seriously.

This guide explains how helicopter tours are regulated, what to check when choosing an operator, what a good safety culture looks like and the red flags to watch for.

How helicopter tours are regulated

CASA. The Civil Aviation Safety Authority is Australia's aviation safety regulator. It licenses pilots, certifies operators, sets maintenance standards and oversees compliance with the Civil Aviation Safety Regulations. In December 2021, CASA introduced new flight operations regulations, which set rules for different types of operations, including air transport operations in rotorcraft.

Air Operator's Certificates. Commercial passenger-carrying flights, including most scenic and tourist flights, are generally required to be conducted by an operator holding an Air Operator's Certificate (AOC) issued by CASA. An AOC shows the operator has been assessed against CASA's requirements for its operations, including its safety management, training and maintenance arrangements.

ATSB. The Australian Transport Safety Bureau independently investigates aviation accidents and incidents to improve safety, and publishes its reports. It doesn't apportion blame or liability.

What to check before you book

• Authorisation. Ask the operator about their authorisation for passenger flights.
• Experience. How long has the operator been flying in this area? How experienced are its pilots?
• Aircraft. What type of helicopter will you fly in? Is it well presented and maintained?
• Safety briefing. Does the operator give a thorough safety briefing before every flight?
• Weather policy. Does the operator have a clear policy for cancelling or rescheduling in poor weather?
• Insurance. Does the operator hold passenger liability insurance?
• Reviews. What do recent reviews say about safety, professionalism and communication? Treat reviews with caution, as they can be unreliable.
• ATSB reports. You can search the ATSB website for investigation reports involving the operator or aircraft type. Consider them in context.

What good safety culture looks like

• Staff take time to brief you and answer questions.
• Pilots are calm, professional and not rushed.
• Flights are cancelled or delayed when weather is unsuitable, without pressure.
• Weight and balance are taken seriously, with accurate weights recorded.
• Ground crew manage passenger movements around the aircraft.
• The operator is transparent about its authorisations and procedures.

Red flags

• Pressure to fly in poor weather, or reluctance to reschedule.
• No safety briefing, or a rushed one.
• Vague answers about authorisations, pilots or insurance.
• Aircraft that look poorly maintained.
• Pilots who seem fatigued or distracted.
• Discouraging questions.

If something doesn't feel right, you can decline to fly. Your safety is more important than a booking.

Learning from accidents

Fatal accidents involving tourist helicopter flights have occurred in Australia. In January 2023, two helicopters from the same operator collided near Sea World on the Gold Coast, killing four people and injuring others. The ATSB investigated the accident and published findings to help prevent similar events. ATSB reports are a valuable source of information about how accidents happen and what can be done to prevent them.

On the day

• Arrive on time, so you're not rushed.
• Listen carefully to the safety briefing, even if you've flown before.
• Follow all instructions from the pilot and ground crew.
• Approach and leave the helicopter only when told, and in the direction shown.
• Tell the pilot if you feel unwell or uncomfortable at any time.

Consumer rights

Under the Australian Consumer Law, services must be provided with due care and skill and be fit for purpose. Check the operator's terms and conditions, including cancellation and refund policies.

Questions to ask before booking

• What type of authorisation do you hold for passenger flights?
• How long have you operated in this area?
• What experience do your pilots have?
• What type of helicopter will I fly in?
• What does the safety briefing cover?
• What happens if the weather is unsuitable?
• What insurance do you hold for passengers?

Reputable operators are happy to answer these questions.

Maintenance

Helicopters must be maintained to standards set by CASA, with scheduled inspections and maintenance carried out by licensed engineers. Passengers can't check maintenance records, but a well-presented aircraft and a professional operation are good signs. Ask the operator about their maintenance arrangements if you're concerned.

Pilots and fatigue

Commercial pilots operate under rules that manage fatigue, including limits on flight and duty times. Operators are responsible for managing fatigue risk in their operations. If a pilot seems unwell or fatigued, it's reasonable to raise it with the operator.

Red flags

Be cautious if an operator can't explain their authorisation, pressures you to fly in weather that looks marginal, skips the safety briefing, or is vague about who will be flying. Unclear booking terms and pressure tactics are also reasons to look elsewhere.

Reading reviews wisely

Reviews can help you choose an operator, but use them with care. Look for comments on communication, punctuality, how the safety briefing was handled and how the operator dealt with weather cancellations, rather than just the view, which depends largely on the day. A pattern of complaints about pressure to fly, poor communication or refunds is more meaningful than one bad review. Bear in mind that reviews can't tell you everything about safety, such as maintenance standards or pilot training, so combine them with direct questions to the operator. Recommendations from local visitor information centres, accommodation hosts and tourism bodies can also help. Finally, trust your instincts on the day: if something doesn't feel right, it's reasonable to decline to fly. A good operator will understand, and safety should always come before the booking.

Key points

Helicopter tours in Australia are regulated by CASA, and accidents are investigated by the ATSB. Before you book, ask about authorisations, experience, aircraft and weather policies, watch for red flags, listen to the safety briefing and never feel pressured to fly.