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Terms and Conditions

Airport Butler – Terms & Conditions

 

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.

Capital One Discount Disclosure:

Eligible cardholders must pay for Airport Meet and Greet services booked directly with Airport Butler using an eligible Capital One Branded Consumer or Small Business credit card in order to receive the discount. Capital One debit, co-brand and retail partner credit cards are not eligible for this offer. The discount will be automatically applied for Meet and Greet services booked after November 3rd, 2025 through the duration of the offer period. The discount will be provided in the local currency of where services are provided. Your card will be charged at the time of service. Cancellations made less than 24 hours before service time are non-refundable. Changes made less than 24 hours before service time will be charged a 25% late-change fee. Services only available in select airports. This offer is subject to change.