I can't access my boarding pass. What should I do?

For most bookings, you need to be checked in and have your boarding pass in order for us to collect your bags. If you’re having trouble getting your boarding pass, this could be due to a few reasons. 

We recommend:

• Try to check in as soon as the window opens

• Try both the airline’s app and also their website

• Check you have gone through all the pre-security checks with the airline and nothing is outstanding

If after this point you can’t get your boarding pass, ring your airline immediately to find out what the issue could be.

I still can’t get my boarding pass:

You can cancel your Airportr booking up to 2 hours before the start of your collection slot and you’ll receive a full refund. 

If it’s less than 2 hours before your collection, we’re not able to cancel and refund you. Please contact our support team here and we’ll see if there’s anything further we can do to help you get your boarding pass.

When you don’t need to be checked in for bag collection:

If you’re flying with British Airways from London Heathrow or London Gatwick we’ve now introduced earlier collection slots, which means we can collect your bags before the check in window opens. We can conditionally accept your bags, but you will still need to check in online before we hand them over to the airline. If you can't check in and get your boarding pass before then, we will have to return your bags to you and will not be able to hand them over to the airline.