Not enough details here to make a proper comment
Was the airline informed prior to these punters fronting up with their gear?
How much gear are we talking about?
Doctors charters had a bad habit of telling you the number of people and the the weight/size of equipment only to find you would need Metro frieghter for the "Baron" load they booked!
Ultralights: Who's gonna pay for the Humanitarian freight? How much is allowed? When should an airline consider commercial considerations?
