Frequently Asked Questions
What if my appointment changes or gets cancelled?
Life happens, and we understand that medical appointments sometimes need to change. If your appointment is rescheduled, contact us immediately at 800-296-3797 or by email. Provide the new appointment date and time, and we'll work to adjust your transportation accordingly. If your appointment is cancelled, let us know as soon as possible so we can cancel any arranged transportation. This is especially important for volunteer pilot flights, as pilots donate their time and we want to respect their schedules. If you need to cancel with short notice, we understand that health situations are unpredictable. Just let us know and there's no penalty or problem. The key is communication. The sooner you tell us about changes, the better we can assist you and respect our volunteers' time.
What if I'm homeless or don't have a permanent address?
If you don't have a permanent address, you can still apply for assistance. An address is required to ensure accurate mileage calculation and flight planning, but there are several options available. You may use the address of a friend or family member who can receive mail or serve as a point of contact. If you're staying at a shelter or temporary housing, we can accept documentation verifying your stay there.
What if I use a wheelchair or have mobility challenges?
We can accommodate many mobility needs, but the type of assistance available depends on your specific requirements. For Ground Transportation, wheelchair-accessible Uber/Lyft vehicles can be arranged, and most ground transportation options can accommodate mobility devices. For Volunteer Pilot Flights, you must be able to sit upright in a standard aircraft seat with a seatbelt and be able to board a small aircraft (typically 2-3 steps). Wheelchairs, walkers and canes can often be transported as cargo if they fold/collapse. Power wheelchairs may not fit in small aircraft. For Commercial Flights, most mobility needs can be accommodated, and airlines have procedures for assisting passengers with mobility devices. Be honest about your mobility needs on your request form. We'll work with you to find the best solution. If volunteer pilot flights aren't suitable due to mobility limitations, commercial flights may be a better option.
What if I have to stay for an extended time and my return date is unknown?
If you expect an extended stay for treatment, we can provide a one-way trip there and a one-way trip home when you are ready to return. Let us know about your extended treatment schedule when you submit your request.
What if I have a question that's not answered here?
We're happy to answer any questions you have! Call us at 800-296-3797 during business hours or email us. No question is too small or too complicated. We're here to assist you understand our services and get the transportation assistance you need.
What if I have a contagious condition or infection?
Please notify us immediately if your health or medical condition changes before your scheduled travel. This helps us adjust your transportation plan to keep you safe and on schedule. For example, if you were approved for air travel but can no longer fly, we may be able to transfer your request to our ground transportation program so you can still reach your appointment while minimizing outside exposure. Our goal is to make sure every trip remains safe, appropriate and medically suitable for your needs.
What if I don't speak English well?
We want to assist everyone who needs transportation assistance. If English isn't your primary language, have a family member or friend who speaks English call us to assist with the request, or ask your hospital's social worker to assist. We'll do our best to accommodate language needs during the process.
What if I don't have proof of income?
We understand that not everyone files taxes or has standard income documentation. We accept several types of proof, including Social Security award letters, disability benefits statements, unemployment benefits documentation, bank statements showing deposits, a letter from a social worker or case manager confirming your financial situation and pension or retirement statements. If you're not sure what to provide, go ahead and submit your request and explain your situation in the comments section. Our team will review your information and work with you to find an acceptable alternative.
What if I can't afford the airline taxes and fees?
We understand that even $25-$55 can be difficult when you're facing medical challenges. Let us know during your request that the fees would be a hardship. We'll explore alternatives and may be able to coordinate a volunteer pilot flight instead (completely free) or connect you with other resources. Please don't let cost concerns prevent you from seeking medical care. Contact us and we'll work together to find a solution.
What documents and information do I need to provide?
To process your request quickly, please have the following items ready. Appointment Verification: Provide one of the following that includes your appointment date, time, location and treating physician's name: a letter from your doctor's office, a screenshot from your patient portal or an email confirmation from the medical facility. Proof of Income: Taxes are required once per year, and bank statements are updated every three months. Provide one of the following: your most recent tax return; an SSI/Disability award letter and IRS letter of non-file; an SSI/Disability award letter and last three months of bank statements; or pay stubs (accepted only in special circumstances when requested). Personal Information: Patient's full name, date of birth, address, phone number and email. If someone else is submitting the request, include their name and relationship to the patient. Medical Facility Details: Facility name and complete address, plus the physician's name, phone and fax number and email. For Private Pilot Air Travel (if applicable): If your trip qualifies for a volunteer pilot flight, please also provide the patient and companions height and weight (for aircraft safety), any mobility aids used (wheelchair, walker or cane) along with the measurements and weight and any special medical needs such as oxygen. Pro Tip: Gathering these documents before starting your request will make the process faster and easier.
What counts as a qualifying medical appointment?
We provide transportation assistance for a wide range of medical needs, including cancer treatment (chemotherapy, radiation and consultations), specialty consultations and second opinions, surgeries and surgical follow-ups, dialysis treatment, cardiac care and heart procedures, organ transplant evaluations and follow-up, clinical trials and research studies, mental health treatment, physical therapy and rehabilitation, and diagnostic testing (MRI, CT scans and biopsies). Both one-time appointments and recurring treatments qualify. If you're unsure whether your appointment qualifies, please submit a request or call us.
What are your hours of operation?
Our office is staffed Monday through Friday, 9:00 AM to 5:00 PM Eastern Time.
Will I receive updates on how my donation makes a difference?
Yes! Full transparency is important to us. You can download our annual report, view audited financial statements and access our IRS Form 990 in the resource center. All documents are updated annually by December 31st.
What's the deadline to get tax credit for the current calendar year?
Online donations must be completed by 11:59 PM ET on December 31st. Check donations must be postmarked by December 31st. Stock/securities: Allow 5 business days and submit by December 26th.
What percentage is used for administrative costs?
Only 11% covers administrative and operational costs. Keeping overhead low means more assistance for patients.
What does it mean to pledge your birthday?
Instead of receiving gifts, ask friends and family to donate to assist patients reach medical care! It's a meaningful way to celebrate while assisting others. Create your birthday fundraiser on our website.
The donation button isn't working
Try these quick fixes: Clear your browser cache, disable ad blockers for our site and try a different browser. Alternative ways to donate: Text MERCY to 44321 or call 757-576-4529.
My company is unable to become an official partner. Can we still donate and make an impact?
Of course! Every contribution matters. Make a one-time corporate donation, organize employee giving or explore creative partnerships. No minimum required.
Is my donation tax-deductible?
Yes, Mercy Medical Angels is a 501(c)(3) nonprofit organization (EIN: 52-1374161). Your donation is tax-deductible to the fullest extent allowed by law.
I'm just a kid, but I want to assist!
You can make a big difference at any age! Start a lemonade stand, organize a school fundraiser or ask for donations instead of birthday gifts. Get your parents' permission and create your fundraiser on our website.
How will my donation be used?
89% of your donation goes directly to patient transportation programs including commercial flights, volunteer pilot missions and ground travel assistance. The remaining 11% covers necessary administrative and operational costs.
How much of my donation goes directly to assisting patients?
89% of every dollar goes directly to patient transportation programs.
How does a monthly recurring donation work?
Choose any amount to give monthly through Hope in Action. Your donation automatically processes on the same date each month using your preferred payment method (credit card, debit card, Venmo, Apple Pay, Google Pay, PayPal or bank transfer). You can modify or cancel anytime.
How do I update my payment information?
Update your payment method anytime by logging in with your email on our website. You can change your credit card, debit card or bank account details instantly. Changes take effect for your next scheduled donation. Prefer to update by phone? Call 757-576-4529.
What types of aircraft are normally used for missions?
Most missions use single-engine, four- to six-seat aircraft. Some missions use twin-engine or turboprop aircraft. Experimental aircraft are not approved for transporting patients due to insurance and safety considerations.
What kind of liability applies to volunteer pilot missions?
Patients and escorts sign a liability waiver before flights. Good-Samaritan-style protections may apply to public-benefit flights flown without charge. For specific legal details, consult legal counsel and authoritative sources.
What insurance coverage is required for pilots?
Pilots must carry a minimum of $1,000,000 in liability insurance, with no less than $100,000 per seat, on any aircraft used for Angel Flights. This coverage must be active and verifiable before any mission is assigned. Mercy Medical Angels does not provide supplemental insurance and cannot share costs associated with pilot coverage.
What happens if I need to cancel a mission as a pilot?
Safety always comes first. Pilots should cancel if weather, mechanical issues or personal emergencies arise. Contact the Transportation Coordinator at 757-679-0330 during business hours or 800-683-2659 after hours, and email afmalogistics@mercymedical.org as soon as you know of the change. Our staff will notify the passenger and work to arrange alternate transport.
What are the minimum flight hour requirements to volunteer as a pilot?
To qualify as a command pilot, you must have a minimum of 500 Pilot-in-Command (PIC) hours. Pilots still building hours may assist in other support roles until they meet the PIC requirement.
How far in advance are volunteer pilots contacted about missions?
Patients are asked to provide 7-10 full business days' notice when possible. However, short-notice requests can occur due to last-minute appointment changes, weather delays or mechanical issues with previously arranged flights.
How far do volunteer pilots typically fly per leg?
Routes are planned to keep individual legs around 200-300 nautical miles. For longer trips, missions are linked with other volunteer pilots from different regions. Pilots can volunteer for multiple legs if their aircraft and schedule allow.
How do volunteer pilot flights get coordinated?
A Transportation Coordinator screens patient applications for eligibility and medical approval, then posts missions on missions.angelflightmidatlantic.org. Volunteer pilots review mission details, accept flights they can support and coordinate timing, FBO locations and weather forecasts directly with the passenger.
Do I have to own a plane to volunteer as a pilot?
No, but you must have ready access to one. Minimum requirements include 12 hours flown in the last 90 days and at least 50 hours time-in-type. Some missions may arise on short notice, so reliable aircraft access is essential.
How are flight expenses handled for volunteer pilots?
Pilots volunteer their time and cover aircraft, fuel and all other flight costs. These expenses cannot be charged to or shared by the patient. Many FBOs offer fuel discounts for humanitarian flights, and some airports waive landing fees. Ask your local FBO about available discounts.
Do I need an Instrument Rating to fly missions?
An instrument rating (IFR) is strongly encouraged but not required for all missions. Many patient flights are affected by weather conditions, and pilots with IFR certification can safely accept more missions and provide more consistent service. While we may prioritize IFR-rated pilots for certain flights, VFR-only pilots are welcome to apply and will still have opportunities to serve when conditions and routes allow.
Can I use a rented or club aircraft for missions?
Yes. Pilots may use aircraft they rent, lease or have access to through a flying club or flight school, provided all insurance and FAA requirements are met.
What is Angel Wings for Veterans?
Angel Wings for Veterans is our specialized program serving Veterans, active-duty military members, first responders and their families. This program provides transportation assistance for travel to distant medical care and specialty treatments, PTSD and TBI (Traumatic Brain Injury) treatment access, service dog acquisition and training, healing retreats and therapeutic programs (such as equine-assisted therapy), adaptive sports events and wellness programs, and reunion travel with family members. Veterans can apply for the same air and ground transportation services as all our patients, with additional support for Veteran-specific needs.
Do you assist with travel to healing retreats or therapeutic programs?
Yes. Angel Wings for Veterans can provide transportation assistance for Veterans traveling to healing retreats focused on PTSD, TBI or Veteran wellness, equine-assisted therapy programs, adaptive sports events and clinics, wilderness therapy or outdoor recreation programs, and other therapeutic programs specifically designed for Veterans. These programs must be vetted and focused on Veteran health and wellness. Include program details and appointment/event dates in your request for approval.
Do I qualify for Angel Wings for Veterans if I'm a Veteran?
Yes. Veterans, active-duty service members and first responders are eligible for transportation assistance if they meet the same basic criteria as other patients: traveling for medical care, treatment or service dog acquisition; household income at or below 400% of the Federal Poverty Guidelines; traveling a minimum distance of 100 miles total in a month; providing at least 7-10 days' advance notice; and being ambulatory and medically stable for travel. We understand that Veterans may need transportation for Veteran-specific services beyond traditional medical appointments, such as counseling, rehabilitation or adaptive programs. Please contact us to discuss your specific needs. We'll assist in determining the best travel option available.
Do I need to provide proof of military service?
Yes. You will need to provide your DD214 to verify your military service.
Can you assist me travel to get a service dog?
Yes! Angel Wings for Veterans provides transportation assistance for Veterans traveling to vetted service dog organizations to pick up a trained service dog, participate in service dog training programs and attend service dog evaluation appointments. This assistance is available for Veterans with PTS, TBI or other service-connected conditions who are working with accredited service dog organizations. Submit your request and include information about the service dog program and your appointment schedule.
What patient information do I need to submit a referral?
To submit a complete referral, you'll need the patient's full name, date of birth, address, phone and email; appointment details (date, time, facility name and address, treating physician); patient's medical condition (general information, not detailed medical records); proof of patient's income (tax return, SSI letter, bank statements or pay stubs); appointment verification (letter, portal screenshot or email from medical facility); and patient's mobility status and any special medical needs.
What if my patient doesn't meet the income guidelines but has significant medical debt?
If a patient's income exceeds the standard eligibility limits but they're facing substantial medical debt, we can review the situation on a case-by-case basis. We'll ask for documentation verifying the medical debt, such as billing statements or payment plans. Once received, the request is referred to upper management for review and approval. Our goal is to ensure that patients with genuine financial hardship still have access to the care and transportation they need.
How do I refer a patient to Mercy Medical Angels?
You have two options: Complete the request on behalf of your patient by filling out the online form with the patient's information and required documents, or give the link directly to the patient or family so they can complete it themselves. Both options are available through our online request system.
Can social workers or case managers request on behalf of patients?
Yes! Healthcare professionals can request assistance for their patients. You have two options: Complete the form on behalf of the patient by providing all patient information and required documents, or generate a shareable link to create a unique link/QR code to give to the patient or family so they can complete the form themselves (this protects patient privacy/HIPAA). We understand that social workers and case managers play a crucial role in connecting patients with resources. We've designed our process to make it easy for you to assist your patients access transportation to medical care.
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Get in touch with us today.
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