Common Booking Issues

Troubleshooting Problems During Booking

If you experience issues while trying to complete a booking on the Airportr website:

• Check your internet connection: Ensure you have a stable internet connection.

• Use a supported browser: Airportr works best with the latest versions of Chrome, Safari, Firefox, or Edge.

• Clear your cache and cookies: Old data may interfere with the booking process.

• Try an alternative device: Switching devices can help resolve technical issues.

If problems persist, move to the Contacting Customer Support section below.

How to Amend a Booking

If you need to change booking details (such as time, location, or passenger information):

• Log into your Airportr account.

• Select the booking you wish to amend.

• Choose the “Amend Booking” option and follow the instructions.

• Amendments must be made before your collection or delivery window closes.

Note: Some changes may incur additional charges or may not be possible depending on airline policies or service types.

How to Cancel a Booking

To cancel your booking:

1. Log into your Airportr account.

2. Go to 'My Bookings' and select the booking you want to cancel.

3. Click the ‘Cancel Booking’ button and confirm your cancellation.

Refund eligibility depends on the terms outlined at the time of booking:

• Full refunds are usually available if cancellations are made within the permitted cancellation window.

• Late cancellations may result in a partial refund or no refund.

Refer to the terms and conditions associated with your service for details.

Payment Issues During Booking

If you encounter difficulties when making a payment:

• Ensure your card is authorised for online transactions.

• Check that the billing address matches the one registered with your payment method.

• Try a different payment method if your card is declined.

Supported payment types include:

• Major credit and debit cards

• Apple Pay

• Google Pay (where available)

For payment failures that persist, see Contacting Customer Support below.

Not Receiving Your Booking Confirmation

After completing a booking:

• You should receive an email confirmation within a few minutes.

• Check your spam or junk mail folder if you don't see it in your inbox.

• Verify the email address linked to your Airportr account.

If you still haven’t received confirmation after one hour, follow up using Contacting Customer Support.

Vouchers and Discount Codes Not Applying

If you are trying to apply a voucher or discount code:

• Enter the code exactly as provided (case-sensitive).

• Ensure the code is valid for your service type, route, and date.

• Check if the code has expired or has already been used.

• Confirm that no conflicting promotions are active on the booking.

Some promotions cannot be combined. Review the voucher’s specific terms for guidance.

Managing Changes When Airline Details Alter

If your airline reschedules or cancels your flight:

• Update your booking details in the Airportr platform as soon as you are notified.

• Amend your collection or delivery window if necessary.

• If your new flight time is outside of the original service window, contact support.

Airportr offers flexibility to accommodate reasonable changes to flight times within its terms of service.

Special Requests and Restrictions

If you have special requirements, such as excess baggage, oversized items, or travel with restricted goods:

• Check the Airportr baggage guidelines before booking.

• Add any special requests during the booking process.

• Contact Customer Support if you are unsure whether your items qualify.

Failure to declare restricted items may result in service refusal at the point of collection.

Contacting Customer Support

If you require assistance:

• Visit the Airportr Help Centre

• Click the Help button at the bottom of our website.
  Our virtual assistant will guide you and connect you to a human if needed. Customer support is available seven days a week to assist with any queries or concerns.