Mastercard – Global Airport Concierge
Cancellations
Change to itinerary, travel date(s), traveler’s name(s) and cancellation, should be made known at least 48 hours prior to service date requested, otherwise an amendment/cancellation surcharge, where applicable may apply.
Urgent Bookings
New booking requests and amendments (to core details) made within 48 hours prior to the service time will incur a surcharge of 50% of the service total. Amendments (to core details) made inside of 24 hours will incur a surcharge of 100% of the service total. Services are subject to availability which cannot be guaranteed; however, we will do our best to accommodate. Confirmation will be sent when the booking is confirmed.
Additional Hours (> 3 hours)
Should the service exceed the duration of 3 hours; additional labour charges may apply and will vary depending on service location. Please note: Global Airport Concierge is unable to advise charge fees in advance. These charges will be available once the service has been completed; as we cannot determine the potential duration of service in advance, for example mechanical issues, flight delays, last minute additional requests etc.
Additional Services
Greeters are unable to and will not carry any pieces of luggage including hand luggage. Should you require baggage assistance a baggage porter can be booked. Note that porters are not inclusive and are an additional service to the meet and greet.
Fasttrack will be provided where possible, however our greeters will do their best to expedite the process. Please check with the Global Airport Concierge customer service team if this is available in the requested location.
If wheelchair assistance is required, we ask that you reach out directly to your airline carrier to confirm this service. Please note
greeters are not authorized to push wheelchairs.
Commission
If you are a travel industry professional, please enquire with our customer service team to register should you be eligible for commission. Please note that commission is paid monthly at the end of each month for the previous month of completed bookings. Commission only applies to the base meet and greet. Cancelled services, Airport By Invitation and any additional services e.g. lounge, car transfers, baggage porter etc. are not commissionable.
United Signature Service
The United Signature Service in USA includes: United Club lounge access, premier check in, premier access through security and group boarding two. For more details and to book the service kindly visit united.globalairportconcierge.com
Services in USA
Due to US Customs and Border Patrol (CBP) regulations our international arrival service begins after the passenger(s) have cleared US customs. CBP states that no third party is allowed in the secured area of customs, therefore we are not able to meet passengers directly at the arrival gate of an international flight (exceptions: IAH, DFW and BWI). The meeting point for international arrivals into the US will be the arrivals hall outside of customs/immigration.
Currently, there is no fast-track for customs and immigration in the US unless passengers are members of Global Entry or other government-approved programs. The only exception is our Airport by Invitation service at Los Angeles International Airport (LAX). This is a premium service from the gate with a tarmac transfer to a private customs terminal for processing. For more information about our Airport by Invitation service at LAX, please contact our team.
Connection Services
If a connection service exceeds 5 hours or involves 2 separate flight tickets/airlines OR baggage needs to be re-checked, this would be treated as an arrival + departure service as the passenger needs to perform all arrival formalities (including baggage claim) and then check-in for their departing flight while proceeding with security/passport control.
Rules and Payment Policies
All online bookings are subject to availability and our team will get back to you soon regarding the availability.It is the responsibility of the client to connect with the greeter or driver for services beginning at airports, stations or ports. This is to ensure that the passengers receiving the service connect with the greeter at the meeting point.
If you are unable to locate your greeter or driver, it is the passenger’s responsibility to contact our 24/7 customer service team at +1-866-662-4952 or +44-8000-124-007 for immediate assistance. Should the passenger not contact the Global Airport Concierge customer service team to inform them of any issues that may have occurred this service will not be eligible for a refund. Any refunds issued will take up to ten days to reach your account.
For bookings not processed via the website a 3.5% processing fee will be applied. Please note that this fee applies to all charges and is non-refundable.
Global Airport Concierge is not responsible for any issues caused by flight delays/weather issues. Consequently, if this affects your travels please advise the Global Airport Concierge customer service team.
All feedback should be sent via email to customerservices@globalairportconcierge.com.
For any questions or immediate assistance please contact our 24/7 customer service team on customerservices@globalairportconcierge.com or call +1-866-662-4952 or +44-8000-124-007.