Technical Support for the Website
We know it’s frustrating when things don’t work as expected online - thank you for being patient while we help you get back on track. Below are some quick steps you can try for the most common issues.

Website Not Loading

If the Airportr site isn’t opening or responding, sometimes these quick checks help:
- Refresh the page or try opening it in a private/incognito window.
- Make sure you’re on a stable internet connection.
- Try a different browser (Chrome, Safari, Firefox, or Edge).
- If possible, test on another device (for example, desktop instead of mobile).
If it’s still not working, don’t worry — it may be on our side. You can contact support anytime.

Booking Forms Not Loading or Submitting

If you can’t complete or send a booking form:
- Refresh the page and try again.
- Make sure all required fields are filled in (autofill sometimes doesn’t register).
- If you’re using a VPN, try turning it off temporarily.
Still stuck? Reach out to us and we’ll help directly.

Payment Page Errors

Payment not going through? A couple of things you can try:
- Double-check your card number, expiry date, and security code.
- Make sure your billing address matches your card provider’s records.
- If available, try a different payment method (Apple Pay, Google Pay, another card).
If your card keeps getting declined, your bank may need to approve the payment. You can also contact our team if you need further support.

Account Login Problems

If you can’t access your Airportr account:
- Use the “Forgot Password” link to reset your login.
- Check your inbox (and spam/junk folders) for the reset email.
- Make sure you’re using the same email address linked to your booking.
If those steps don’t work, we’ll be happy to help you reset things - just contact support.

Device or Compatibility Issues

Some problems can come from device or browser settings:
- Update your browser or operating system to the latest version.
- On mobile, try switching to desktop view if something looks off.
- Turn off low-power or data-saving modes, which can block parts of the site.
For the smoothest experience, we recommend using a desktop or tablet for complex forms.

Reporting a Bug or Glitch

If you notice something unusual on our website:
1. Take a screenshot or screen recording if possible.
2. Note what you were doing just before the issue appeared.
3. Head to the Help Centre and click Chat with us to share the details.
This really helps our technical team fix things faster.

Contacting Customer Support

If the steps above don’t solve the issue, we’re here to help:
- Click Chat with us at the bottom of the website.
Our virtual assistant will guide you and, if needed, connect you with a human support agent - available seven days a week.
Handling Lost or Delayed Bags
Understanding Responsibility for Lost or Delayed Bags

Airportr acts as an authorised baggage handling agent in partnership with airlines.
Responsibility for baggage is shared based on the service stage:
- Before airline check-in: Airportr is responsible for your bags once collected.
- After airline check-in: The airline becomes responsible for your bags.
- Bag Delivery on Arrival: Airportr assumes responsibility once your airline releases the baggage to us.
Understanding where your bag is in the handling process helps determine who to contact.

What to Do If Your Bag is Lost Before Check-In

If your bag was collected by Airportr but you have not received confirmation of airline check-in:
- Check your email inbox for updates from Airportr.
- Confirm your scheduled airline check-in time has not passed.
- If no updates are received, initiate an enquiry with Airportr.
You may need to provide:
- Your booking reference number.
- Description of your bag.
- Collection details.
Refer to Contacting Customer Support for assistance.

What to Do If Your Bag is Lost After Check-In

If your bag was successfully checked in by Airportr and accepted by the airline:
- The airline becomes fully responsible for the handling and transport of your bag.
- You should report the missing bag directly to your airline's lost baggage desk immediately upon arrival at your destination airport.
- Obtain a Property Irregularity Report (PIR) from the airline for tracking and insurance purposes.
Airportr is unable to intervene once the bag is under airline control.

What to Do If Your Bag is Delayed on Arrival for Delivery

If you have booked a Bag Delivery on Arrival service and your bag is delayed:
- Airportr will monitor flight arrival data and baggage release timings.
- If the airline delays handing over the bag, Airportr will update you via SMS or email.
- No action is required from you unless specifically instructed.
Once the bag is released, Airportr will reschedule delivery as soon as possible.

Reporting a Lost or Delayed Bag to Airportr

If you believe Airportr is responsible for the lost or delayed bag:
1. Visit the Airportr Help Centre.
2. Click the Help button at the bottom of the page.
3. Provide all requested information including booking reference, flight details, and a full description of your bag.
An investigation will be initiated immediately.

Response timelines:
- Initial acknowledgement: Within a few hours.
- Investigation outcomes: Typically within 48–72 hours.
Compensation and Claims for Lost or Delayed Bags

Depending on the circumstances:
- If Airportr is responsible for the loss, compensation will be assessed in accordance with our terms and conditions.
- Proof of bag contents and original purchase receipts may be requested.
- Compensation may not exceed specific liability limits detailed in the service agreement.
Claims related to airline mishandling must be pursued directly with your airline under their conditions of carriage.

Preventing Issues with Your Bags

To help avoid issues:
- Label your bags clearly with your name, flight number, and destination address.
- Do not pack valuables, important documents, or fragile items.
- Keep a photo record of your bags and their contents before handing them over.
- Ensure your booking information (flight number, name, and timings) is correct at the time of booking.
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.
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.
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)
If payment confirmation is taking longer than expected, the following steps can help resolve the issue:
- Use a computer or laptop instead of a phone or tablet.
- Use Google Chrome as your browser for best compatibility.
- Clear your cache and cookies: In Chrome, click the three dots in the top-right corner > History > History > Clear browsing data.
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.

Contacting Customer Support

Updated May 06, 2025 13:34

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

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

Contacting Customer Support

Information to Provide When Contacting Support

Troubleshooting If You Cannot Reach Support

Response Times and What to Expect

Escalating a Problem

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