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Last updated: 8 October 2026
1.1 This website and our flight simulator experiences are provided by BA Flight Simulations Ltd, trading as The Flight Experience ("we", "us", "our"). We're a company registered in England and Wales, company number 11649030. Our registered office is Reliance House, Skinnerburn Road, Newcastle upon Tyne NE4 7AN. VAT number: GB 397 5408 50.
1.2 Our simulator centre is at Unit 26 Invincible Drive, Armstrong Industrial Park, Newcastle upon Tyne NE4 7HX.
1.3 You can contact us at hello@theflightexperience.co.uk or on 0191 580 8737.
2.1 These terms apply when you buy a voucher from our website and when a session is booked with us. Please read them before you order. If anything's unclear, just ask.
2.2 "You" means the person placing the order. Where a voucher is bought for someone else, the terms about booking and using the voucher also apply to whoever's flying.
2.3 Nothing in these terms affects your legal rights as a consumer. For more information about your rights, contact Citizens Advice.
3.1 You must be 18 or over to place an order.
3.2 Our contract with you starts when we email you to confirm your order. If we can't accept your order, for example because of an obvious pricing error, we'll let you know and we won't charge you.
3.3 Prices are in pounds sterling and include VAT where applicable. We may change our prices from time to time, but that won't affect an order you've already placed.
3.4 Vouchers are paid for in full when you order.
3.5 E-vouchers can be downloaded straight away from your order confirmation email. Personalised Boarding Pass vouchers are sent within 7–10 days. If you need one sooner, email us after ordering and we can email it within 24 hours.
3.6 Each voucher covers one person flying the simulator. Friends and family are welcome to come and watch, and they don't need a voucher.
3.7 Vouchers can't be exchanged for cash. They can be given as a gift for someone else to use.
4.1 Vouchers bought directly from us are valid for 24 months from the date of purchase. Your session needs to be booked by the expiry date. The session itself can take place after the expiry date, as long as it was booked in time.
4.2 Whoever's flying books their session using the Schedule Your Visit link on our website, and chooses the 737 or A320 when you book your session. Please make sure the booking matches the voucher, for example the correct simulator and session length. Weekday vouchers can only be used Monday to Friday. If a booking doesn't match the voucher, the session may not be able to go ahead.
4.3 Extensions: if more time is needed, vouchers can be extended for a fee, on request. Email hello@theflightexperience.co.uk, ideally before the voucher expires, and we'll let you know what's possible and the cost.
4.4 If a voucher expires without a session being booked, and it hasn't been extended, it can no longer be used or refunded.
5.1 Refunds are only available within 14 days of purchase. The 14 days start the day after you place your order. After 14 days, vouchers are non-refundable, whether or not a session has been booked, but they stay valid for the full 24 months (section 4).
5.2 Within those 14 days:
(a) if no session has been booked yet, you can cancel your voucher for a refund;
(b) if a session has been booked, you can still cancel for a refund as long as you tell us at least 24 hours before your session starts. With less than 24 hours' notice, section 6.2 applies instead;
(c) once your session has taken place, it can't be cancelled or refunded. If a session date within the 14 days is booked, you're asking us to provide the session during your cancellation period.
5.3 Personalised Boarding Pass: this is printed with the name you give us, so once we've made or sent it, the £10 boarding pass add-on is non-refundable. We'll refund the rest of your order. If you chose both extras, we'll keep £10 and refund the rest, including the video. If we haven't made the boarding pass yet, you'll get the full amount back.
5.4 To cancel, email hello@theflightexperience.co.uk with your order number, or send us the cancellation form in section 15. You don't need to give a reason. Cancellations need to come from the person who placed the order.
5.5 We'll refund to the original payment method within 14 days of you telling us. Once refunded, the voucher (and any e-voucher or boarding pass) can no longer be used.
6.1 You can reschedule or cancel a booked session free of charge as long as you do it at least 24 hours before it starts. Use the link in your booking confirmation email, or email hello@theflightexperience.co.uk.
6.2 If a session is cancelled or moved with less than 24 hours' notice, or whoever's flying doesn't arrive, a rebooking fee applies: £25 per booking, £50 for the Airline Pilot Ultimate Experience and £75 per half day for Group Bookings. This also applies during the 14-day refund period in section 5: a late cancellation gets the rebooking fee, not a refund.
6.3 Within 30 days of the missed or late-cancelled session, either:
(a) pay the rebooking fee using the payment link we email you; or
(b) book a new date and pay the fee on the day. Your rebooked session goes ahead once the fee is paid.
If your voucher's expiry date passes during those 30 days, you can still rebook within that time.
6.4 If neither happens within 30 days, the session is treated as a no-show. The voucher is used up, and there's no entitlement to another session or a refund.
6.5 These rebooking fees and the no-show rule also apply to sessions booked with partner vouchers (section 9).
7.1 Very occasionally we may need to cancel a session, for example for technical reasons or if an instructor is unwell. We'll let you know as soon as we can, and you can choose another date or a full refund.
7.2 If we cancel with less than 24 hours' notice and you choose to rebook, we'll add a complimentary extra 30 minutes to your session.
8.1 Please arrive about 10 minutes before your session and check in at reception. If your instructor is finishing another session, help yourself to a drink and take a seat.
8.2 Anyone under 14 must be accompanied by an adult. The A320 seat has a weight limit of 120kg. Our simulators are compact spaces, so please get in touch beforehand if you have any questions about access or comfort.
8.3 Please treat the simulators with respect and follow your instructor's guidance at all times. We won't tolerate misuse of the equipment or abuse towards our team. If that happens, we may end the session without a refund and ask you to pay reasonable costs for any damage caused by deliberate misuse.
9.1 If your voucher was bought from one of our partners, such as Groupon, Wowcher or Buyagift, its validity, refunds and extensions are set by that partner, so please contact them about those.
9.2 When a session is booked with us using a partner voucher, sections 6 (rebooking fees, late cancellations and no-shows, including the voucher being used up if the fee isn't paid), 7 and 8 of these terms apply.
10.1 If we don't meet these terms, we're responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care and skill. Loss is foreseeable if it's obvious it will happen, or if both of us knew it might happen when the contract was made. We're not responsible for loss that isn't foreseeable.
10.2 We don't exclude or limit our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence (or that of our employees or agents), for fraud or fraudulent misrepresentation, and for breach of your legal rights as a consumer, including the right to receive services carried out with reasonable care and skill.
10.3 We provide our experiences for private, leisure use. We're not responsible for business losses such as loss of profit or business opportunity.
10.4 Unless the law says otherwise, we're not responsible for other costs linked to a session, such as travel or accommodation, if a session has to be rescheduled.
11.1 Please don't misuse our website, for example by introducing viruses, trying to gain unauthorised access or using it for anything unlawful.
11.2 We work hard to keep the information on our website accurate and up to date, but occasionally mistakes happen. If we find an error affecting your order, we'll contact you.
11.3 Our website is run on Shopify and may include links to other websites. We're not responsible for the content of websites we don't control.
11.4 If you send us reviews, photos or other comments, you're happy for us to use them to promote The Flight Experience. Please don't send anything unlawful, offensive or that you don't have the right to share.
12.1 We use your personal information as set out in our Privacy Policy.
13.1 We may update these terms from time to time. The terms that apply to your order are the ones on our website when you placed it.
14.1 If a court decides that part of these terms isn't valid, the rest will still apply.
14.2 If we don't enforce a right straight away, we can still enforce it later.
14.3 These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.
Email hello@theflightexperience.co.uk, call 0191 580 8737, or write to The Flight Experience, Unit 26 Invincible Drive, Armstrong Industrial Park, Newcastle upon Tyne NE4 7HX.
Cancellation form (only needed if you'd like to use it; an email is fine):
To: The Flight Experience, Unit 26 Invincible Drive, Armstrong Industrial Park, Newcastle upon Tyne NE4 7HX, hello@theflightexperience.co.uk
I hereby give notice that I cancel my contract for the following voucher: [experience]
Ordered on: [date] Order number: [ ]
Name: [ ] Address: [ ]
Date: [ ]