Confirm the Aircraft
Provide the aircraft model, serial number, purchase information, and any applicable service-plan details.
Aircraft support
Flyaway Service
If your aircraft cannot be recovered, submit the flight and product details so our service team can review the incident and provide the available next steps.
Safety first
Before submitting a request
Use the aircraft app's location tools and review the last known flight location when it is safe to do so. Do not attempt retrieval from water, cliffs, rooftops, restricted areas, traffic, power lines, or any other hazardous location.
Unable to recover the aircraft? Submit a Flyaway Service request with as much flight information as possible. After the form is submitted, subsequent case status updates will be sent by email.
What to expect
Flyaway Service Process
The initial request contains three main steps.
Describe the Incident
Explain what happened and provide the date, location, flight records, screenshots, videos, or other available evidence.
Submit Contact Details
Confirm your email, telephone number, and delivery address so the service team can review the case and contact you.
Prepare in advance
Information you may need
1
Product information
Aircraft model, serial number, proof of purchase, activation details, and service-plan information when applicable.
2
Flight information
Incident date and time, last known location, flight records, screenshots, screen recordings, and a clear description of the event.
3
Contact information
Your current email address, telephone number, and the address where an approved replacement may be delivered.
Important information
Notes
Review and eligibility
Submitting a flyaway request does not guarantee coverage or replacement. The available solution depends on the incident review, product status, warranty or service-plan terms, supporting records, and applicable fees.
Flight records
Keep the original flight records and related media available. Missing or incomplete information may delay the review or limit the solutions available.
Recovered aircraft
If the aircraft is recovered after the request is submitted, contact Care Pro Support promptly so the case can be reviewed and updated.
Replacement and fees
If a replacement option is available, the applicable product, coverage, quotation, and payment requirements will be confirmed before fulfillment.
Do not ship accessories
A flyaway request normally does not require you to send a remote controller, battery, charger, or accessories unless the service team specifically asks for them.
Helpful answers
FAQ
When should I submit a Flyaway Service request?
Submit a request when the aircraft is lost during flight and cannot be safely located or recovered. If the aircraft is physically available and needs inspection, use the standard Service Request instead.
What if I cannot find the serial number?
Check the product packaging, purchase record, connected product account, or companion app. Contact Care Pro Support if you still cannot locate it.
What happens after submission?
The service team reviews the submitted information and sends case updates, requests for additional materials, and any available solution by email.
Does submitting a request guarantee a replacement?
No. Eligibility and the available resolution are determined after the incident information, product status, supporting records, and applicable coverage are reviewed.
What should I do if the aircraft is found later?
Stop any replacement process and contact Care Pro Support as soon as possible. The team will explain how the open case should be updated.