How long until I get confirmation?
The honest answer: usually within 1–2 hours during business hours, much faster for regular vendors, longer if it's after-hours or unusual. Here's the detail.
Business hours (Mon–Fri, 8am–6pm Eastern)
| Type of request | Typical time to confirmation |
|---|---|
| Regular vendor, clean details, services we know well | A few minutes — auto-confirmation usually fires |
| Regular vendor, slight ambiguity (e.g., a missing time window) | Within an hour — Troy reviews and clarifies |
| New vendor, first time submitting | 1–3 hours — we want to verify a few things by phone or email before booking |
| Time-critical (next-flight-out, AOG, expiring pharma cold chain) | Within 30 minutes — but please also call. See Who to contact. |
Outside business hours
| Time | What to expect |
|---|---|
| Evenings (after 6pm Eastern) | Routine requests confirmed next morning. Time-critical ones — call dispatch directly. |
| Weekends | Same as evenings — routine confirmed Monday, time-critical handled by phone. |
| Holidays | Same — call for anything urgent. |
If you submit a non-urgent request at 11pm on Friday, expect confirmation Monday morning. We're not ignoring you — we're just running on people, not 24/7 staffing.
What "auto-confirmation" means
If you're a frequent vendor and your details are clean, the system can confirm your request without waiting for Troy. You'll get a reply email within a few minutes that looks like a regular confirmation but came from the system, not a person. The order is real either way.
Auto-confirmation only happens after you've established a track record with us — not on first contact.
How do I know which path my request is on?
You'll know from the confirmation email:
- Arrives within minutes — auto-confirmation
- Arrives 1–2 hours later — Troy reviewed and approved manually
- You got a question reply first, then confirmation — Troy needed clarification
- No reply, just a phone call — the request was urgent or unusual; we're getting on it directly
For genuinely urgent shipments
Always also call dispatch. The email parser is fast but it's not magic; if a flight leaves in 90 minutes and you need a pickup in 30, don't rely on the parser noticing the urgency from the email body. Pick up the phone.
See Who to contact for the dispatch line.