Contacting Customer Support

Airportr offers multiple support pathways to ensure customers receive quick and accurate assistance:

1. Visit the Airportr Help Centre
   Access the Airportr Help Centre to browse articles and FAQs covering most common issues.

2. Use the Virtual Assistant
   Click the Help button located at the bottom of any page on the Airportr website.
   Our virtual assistant will guide you through solutions and escalate you to a human agent if further help is required.

3. Availability
   Customer Support is available seven days a week to assist with any queries or concerns.

Information to Provide When Contacting Support

To help our Customer Support team assist you quickly and efficiently, please have the following information ready:

• Your full name and booking reference number.

• Email address used for booking.

• Description of the issue you are experiencing.

• Any relevant screenshots (for technical issues).

• Details of your travel (e.g., flight number, airline, service date).

Providing clear and complete information upfront can speed up resolution times.

Troubleshooting If You Cannot Reach Support

If you are having trouble contacting Airportr Customer Support:

• Ensure you are clicking the Help button at the bottom of the Airportr website.

• Try using a different web browser if the Help button does not appear.

• Clear your browser cache and reload the page.

• Check your internet connection to ensure uninterrupted access.

Response Times and What to Expect

Airportr strives to respond to all enquiries promptly:

• Typical response times: Within a few hours during business hours.

• High-demand periods: Response times may be slightly longer during busy travel periods such as holidays.

• Urgent cases: Issues directly affecting imminent travel plans are prioritised.

You will receive confirmation once your query is submitted, and updates will be sent to the email address you provide.

Escalating a Problem

If your query is not resolved to your satisfaction:

• Reopen your support ticket using the email thread you received.

• Clearly explain why you are escalating the issue.

• Include any new information or documents that might help.

The escalation will be reviewed by a senior agent, and you will be contacted directly with an update.