Welcome to Airport Butler. These Terms & Conditions apply to all reservations, services, and transactions. By booking with us, you acknowledge and agree to the policies outlined below.
Service Delivery
- Location & Timing: Services are provided at the airport location and time you reserve.
- Concierge Availability: Your concierge is available by phone or text starting one hour before the scheduled service.
- Scope of Service: Standard services include greeting, escorting, and assistance as outlined in your booking. Additional requests may incur extra fees, including:
- Porter service
- Lounge access
- Food & beverage requests
- YVR Golf Cart
- Late Night Service (10 PM–6 AM)
- Holiday Service
- Additional Greeter (Parties over 5)
Privacy & Personal Data
- Data Protection: We do not sell or share your personal information or SMS consent for marketing purposes.
- Limited Sharing: Personal data, including SMS consent status, may be shared only with third-party vendors necessary to deliver our services (e.g., platform providers, phone carriers, messaging partners).
- Consent: By booking and/or opting into SMS updates, you consent to our use of your information in line with these policies.
Payments
- Payment Method: A valid credit card is required at the time of booking.
- Timing of Charge: Credit cards are charged upon completion of service. Please allow up to 48 hours for processing.
- Taxes & Currency: Rates do not include applicable taxes. U.S. services are billed in USD; Canadian services in CAD.
- Age Requirement: Guests must be 18 years or older to book services.
- Additional Fees: Fees may be adjusted if extra services are requested during or after the booking, including any add-ons selected at booking or during service.
- Services Booked Within 24 Hours: 25% surcharge applies.
Cancellations, Refunds & Changes
- Standard Cancellation:
- Cancellations made more than 24 hours in advance: no charge.
- Cancellations made within 24 hours of service: full charge applies.
- No Shows: Guests who fail to appear at the scheduled time and place will be charged in full.
- How to Cancel:
- Phone: +1.855.822.9868
- Email: reservations@airportbutler.com
- Flight Changes & Delays:
- Passengers are responsible for notifying us of any itinerary changes, including flight number, date, meeting time, or location.
- Flight changes or cancellations under 24 hours: 25% fee.
- Rebooking within 3 hours of service start: Full charge
- We will adjust services for flight delays or cancellations when possible.
Service Guidelines
- Duration: Standard service covers 2 hours.
- Additional time fee
- Curbside Time: Standard assistance begins 2 hours before departure. Requests for earlier or later start times are subject to availability and may incur additional fees.
- Car Service Coordination: Guest must provide driver name and contact information at least 24 hours prior to flight arrival or departure.
- Canada Services: Assistance with work permits, student visas, or first-time immigrant paperwork may incur additional costs.
- Concierge Contact: Your concierge can be reached one hour before the scheduled service and during the service period.
- Other Add-Ons: Lounge passes, porter service, and special requests are billed separately.
Observed Holidays & Surcharges
- United States: New Year’s Day, Easter Sunday, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Day
- Canada: New Year’s Day, Good Friday, Victoria Day, Canada Day, Labour Day, Truth & Reconciliation Day, Thanksgiving, Remembrance Day, Christmas Day, Boxing Day
- Holiday Booking Surcharge Fee
Disputed Charges
- Any concerns or disputes regarding charges must be submitted within 24 hours of service completion.
- Disputes raised after this period may not be eligible for review or adjustment.
Liability & Responsibility
- Airport Butler is not responsible for circumstances outside our control, including: flight delays, cancellations, airport security procedures, weather events, or third-party service providers.
- Guests are responsible for ensuring accurate reservation details and timely communication of any changes.
Contact Us
For reservations, changes, or questions:
- Email: reservations@airportbutler.com
- Toll-Free (U.S.): +1.855.822.9868
- Local (U.S.): 618.836.8478
- Fax: 604.244.9882
We respond to inquiries within 24 hours. For urgent matters, please call us directly.
