Frequently Asked Questions
Frequently Asked Questions for Travelers
We will make every effort to accommodate last minute requests; however, we cannot guarantee service with less than 24 hours’ notice. Additional charges may apply to a last-minute request.
The concierge will be available 1 hour before an arrival and 2 hours before a departure. We will provide you with their phone number. If you have questions before your service, please call or email our guest experience team at 1-855-822-9868 or firstname.lastname@example.org and we will be happy to assist you.
Children under the age of 2 years old are free of charge.
For arrivals and connections, wheelchair assistance is provided by the airlines. Should you require wheelchair assistance, please contact your airline directly. For departures, please let us know ahead of time and we can arrange one for you.
*Our service is up to 3 hours with the concierge. Should you require additional time with one of our concierge a rate of $50.00 USD/CAD per hour will apply.
Our concierge agents will assist with up to 3 normal size bags. If there are additional bags/luggage, or oversized bags (sports equipment, golf clubs, video equipment, etc.), Airport Butler will arrange a porter for the client at an additional charge. Due to safety reasons, a porter must be reserved for anything more than 3 pieces of luggage. Advance notice of the number of bags/luggage you have is required to ensure a quick check-in.
Each airline has different age requirements and fees for unaccompanied minors. You will need to check with the airline directly for the most accurate information. Regardless of your child qualifying as an unaccompanied minor or not, you can still add an Airport Butler concierge to your service to ensure your child is never left alone and you are communicated with throughout their airport journey. Please note, this would be a separate fee from what your airline may charge.
Currently YVR is the only location where Airport Butler can assist you in a mobile cart.
We can only meet arriving clients on international flights in our Canadian locations. In this case, a concierge agent will be waiting at the gate upon arrival, holding an electronic sign with your name on it for easy identification. From there, they will assist you through the International Arrivals Hall and proceed through the process until you have safely departed the airport. For all U.S. Airport Butler locations, we will meet the client upon exiting customs.
Airport Butler cannot expedite through U.S. customs at this time.
Yes. Airport Butler can expedite through security line-ups.
An additional fee may apply for lounge access depending on class of service and availability. Please contact Airport Butler for more information.
Airport Butler is not permitted to remain with clients while in the lounge. We will assist you with your lounge check-in, help you settle in, and will determine a designated time to come back and help you gather your things and transition to the gate for boarding.
Yes. Airport Butler has partners around the world. If desired, we will handle all the logistics of getting you booked at one of our partner locations.
Airport Butler can assist with a variety of languages. Please email our guest experience team at email@example.com with your specific language request.
Yes. Our dedicated team can assist you with all of your ground transportation and hotel bookings.
Please refer to our career’s website at www.JoinATS.com
Reservations cancelled within 24 hours are charged full price.