Global 24-hour customer services helpline

Emergency Fuelling Service

With Shell Aviation you can rest assured that we’re working around the clock to your advantage.

How does this operate?

Dial this number and you will be automatically connected to our International Customer Service Centre, which is open 24 hours a day, 7 days per week.

During out of office hours on weekdays, your call will be directed to the next available fuel account manager situated in any part of the globe. During out of office hours on weekends, your call will be directed to our expert helpline staff in London. Our helpline staff will endeavour to liaise with the airfield to arrange a fuel request on your behalf.

When to call the helpline?

The Out of Hours Helpline will assist with emergency type situations including:

• Ad hoc fuel requests with short notice
• Fuel requests due to flight diversions
• Confirmation to airports at any noncontracted locations that you are a Shell Aviation customer

What do I need to provide?

When you call the Shell Aviation Out of Office Hours Helpline, please be prepared to provide the information below:

• Company
• Contact name
• Contact number
• Description of problem
• Location
• Estimated time of arrival
• Type of fuel
• Urgency: High, Critical, Normal etc.

Truly a service for your convenience

The Out of Hours Helpline is an additional and complimentary service and your account manager remains your main focal point. This emergency fuelling service is available outside of your account manager's normal working hours.

Please note that if standard contract pricing terms for a given location have been agreed in advance with your Account Manager, these will apply in the event of any variation from those advised by the Helpline focal point.

Out of Hours Helpline Brochure

For more information, please download the Shell Out of Hours Helpline brochure

Download here