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Frequently Asked Questions
How far in advance do I have to book?

*We will make every effort to accommodate last minute requests; however, 24 hours’ notice is preferred.

How can I reach the concierge if I have questions before the service?

*The concierge will be available 1.5 hours before the service start time and 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 contact@airportbutler.com and we will be happy to assist you.

At what age are children free?

*Children under the age of 2 years old are free of charge.

What if I need a wheelchair?

*Wheelchair assistance is provided by the airlines. Should you require wheelchair assistance, please contact your airline directly.

How long is your service and what if we need your service longer?

*Our service consists of a maximum of 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.

Do you carry our luggage?

*We will assist with your carry-on and arrange for a porter or skycap should you have checked luggage.

Does my teenager count as an unaccompanied minor?

*Each airline has different age requirements for unaccompanied minors and charge a fee. It is best if you check with the airline directly. Airport Butler will provide meet and greet assistance for your child for an additional fee.

I noticed that you offer mobile cart service. Can I have a private electric cart?

*Currently YVR is the only location where Airport Butler can assist you in a mobile golf cart.

Can you meet me at gate when I arrive from an International location?

*Currently our YVR (Vancouver) location is the only location permitted to meet clients at their arrival gate as soon as they step foot off the bridge. They will be holding an electronic sign with your name on it so you can easily identify them and will assist you through the International Arrivals Hall. At this time for all other Airport Butler locations, we will meet the client upon exiting customs.

Do you expedite through customs?

*Unfortunately Airport Butler cannot expedite through Customs at this time.

Can you expedite through CATSA/TSA security?

*Yes. Airport Butler has the ability to expedite through security line-ups.

Is lounge access included?

*An additional fee may apply for lounge access depending on class of service and airline lounge availability. Please contact Airport Butler for more information.

Can you accompany me during the duration of my time in the lounge?

*No. Airport Butler is not permitted to remain with clients while in the lounge, however we will assist you to get checked in and settled and will establish a designated time to pick you up and provide a seamless transition to the gate for boarding.

What if I am travelling to a foreign airport, can you assist there?

*Yes. Airport Butler has partners who can help you at other airports around the world.

What languages do you offer?

*Airport Butler can assist with a variety of languages. Please email our guest experience team at contact@airportbutler.com regarding a specific language request.

Can you arrange transportation? Hotels?

*Yes. Our dedicated team can assist you with all of your ground transportation and hotel bookings.

How do I apply for a job with Airport Butler?

*Please refer to our careers website at www.workatats.com.

What is your cancellation policy?

Reservations cancelled within 24 hours are subject to a service fee.

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