Frequently Asked Questions

How can Mastercard Airport Concierge provided by GAC make a cardholder’s journey better?

Global Airport Concierge offers an extensive range of services , each individually designed to make your airport experience smooth and stress free. Mastercard cardholders can select from the following services:

DEPARTURES -Cardholder is:


Met at curb-side by a concierge greeter who will be in contact with either the cardholder or their driver to arrange a meeting point and time

Escorted to Airline Desk for check-in

Expedited through security processes (subject to airport availability)

Escorted to the aircraft gate

ARRIVALS -Cardholder is:


Met at the end of the jet bridge/arrivals gate (for Airside Meet and Greet services) or in the arrivals hall (for landside confirmed services) by their concierge greeter who will be holding pre-arranged signage for easy identification.

Assisted with any Visas or other documentation

Expedited through the immigration process (subject to airport availability)

Assisted to baggage claim

Escorted to their chosen means of transportation in the Terminal or curb-side

CONNECTIONS - Cardholder is:


Met at the end of the jet bridge/arrivals gate (for Airside Meet and Greet services) or in the arrivals hall (for landside confirmed services) by their concierge greeter who will be holding pre-arranged signage for easy identification.

Assisted with any inter-terminal airside transfers/needs

Escorted to the aircraft gate

Additionally, cardholders can contract -

Luggage Assistance/Baggage Porter

Tarmac Transfers

Limousine Service/Executive Car Service

Premium Baggage Collection/delivery (wherever available and applicable)

Seating Assistance

Lounge Access (wherever available and applicable)

Hotel/meeting rooms

Valet Car Parking Service

Gift services on Arrival

Personal Shopper Service

Pre booked Airport suppliers service

Electric Buggy

Cloak Room service

Car park Jockey

Unaccompanied Minors Service

VIP Wheelchairs/PRM service option

Train bookings

How do I book a Mastercard Airport Concierge service provided by GAC and how much does it cost?

Booking one of our exclusive services couldn’t be easier. Simply click on the ‘Make A Booking’ option from the main menu on the left hand side of the screen and you will be taken to our online booking form. This form will allow you to not only choose which service best suits your needs but also provide you with your own bespoke instant quotation.

What kind of customer would enjoy the VIP Meet and Greet service?

This service can help cardholders traveling on their own or with their families. It allows cardholders to save valuable time and energy by coordinating every aspect of their airport experience and is also ideal for someone who is unfamiliar with their arrival airports, is in need of a quick and comfortable airport journey or someone who requires assistance with connections on complex itineraries.

Will the cardholder receive an e-mail confirmation of the booking?

Yes. Please explain to the cardholder to keep this confirmation safe and have a copy with them on the day of their service.

What happens if they forget or lose their confirmation number?

Please contact our team on Mastercard@globalairportconcierge.com or call our 24/7 customer support:

UK: +44 8000 124 007

USA: +1 866 662 4952

How does a cardholder make amendments/changes to their booking?

If the cardholder requests changes to their booking, you must take the following 2 steps:

  1. Contact Global Airport Concierge and provide the customer amendment details and GAC will do everything in their power to accommodate the change. AND

  2. Send an email to operations@globalairportconcierge.com with the following information:

Booking confirmation code provided initially

Passengers' Names

Service(s) Booked

Service Date in initial booking

The subject line should read either "Amendment Request" or "Change Request". Please make sure to note the email as urgent if your booking is within 48 hours.

If you need to change your booking information please provide all the updated details (i.e., date, time, flight information, # of guests, location, etc.)

What happens if a cardholder needs to cancel their booking?

Please contact Mastercard Airport Concierge provided by Global Airport Concierge immediately. Provided the cancellation request is received no later than 48hrs before the proposed date of service then the cardholder will not be charged a cancellation fee and a full refund will be provided. Please note that for any cancellations made less than 48hrs notice, there is a 100% charge equivalent to the full service price. More details can be found in the Terms and Conditions.

To cancel a booking please send an email to Mastercard@globalairportconcierge.com with the following information:

Booking confirmation code provided for initial booking

Passenger’s First and Last Names

Service Booked

Service Date in initial booking

The subject line should read "Cancellation Request". Please make sure to mark the email as urgent if your booking is within 48 hours.

If your travel plans have changed we might be able to amend your booking. To check this please provide all the updated details (i.e., date, time, flight information, # of guests, location, etc.)

What if the cardholder needs to make a group booking (10+ people)?

Please contact our Sales team on sales@globalairportconcierge.com to make special arrangements and provide you with your quote.

Can children be included in my booking?

Yes. Infants up to 12 months old travel for free and children between 12 and 36 months will be charged at a 50% discount.

What if I am having problems making a booking on behalf of a cardholder?

If you are having problems using our online booking form, or if you are looking to book a service very close to the date of travel, please contact our team on Mastercard@globalairportconcierge.com or call our 24/7 customer support:

UK: +44 8000 124 007

USA: +1 866 662 4952

Can I book an electric buggy service?

Please note that the availability of electric buggy services varies from airport to airport. If you would like to request an electric buggy service please use the special notes section of the booking form to inform us of this requirement and we will endeavor to arrange on this on your behalf where possible. Please be aware that due to the aforementioned limitations we cannot guarantee this service.

What if the cardholder requests special assistance (i.e., a wheelchair, etc.)?

Please note that due to airport and airline regulations GAC is unable to book these services. If a cardholder requires special assistance services please tell the cardholder to book these directly with their airline and inform GAC in the special notes section of the booking form so that GAC are aware of their needs.

What if a destination the cardholder is requesting services for is not on the Global Airports page?

Global Airport Concierge offers services in over 700 airports worldwide. If however for any reason you cannot find the airport you are looking for on the network please contact us and we will do our best to try and accommodate your request.

Where will the Concierge greeter meet the cardholder?

Your concierge greeter details will be sent to you up to 12 hours prior to the service.

For Departing passengers: The concierge greeter will call the cardholder or the cardholder’s driver in order to arrange a designated meeting point outside the terminal. Please make sure to contact your concierge greeter if you have any issues locating them.

For Arrival & Connecting passengers:The concierge greeter will usually be waiting for the cardholder with a name sign as they walk off the air bridge. Please note that in certain airports where all passengers are required to be transported by bus immediately from the aircraft to terminal, the meet and greet agent will be waiting for the cardholder inside the entrance to the terminal building. Otherwise a meeting point will be agreed upon by both parties and the airport agent will be present at the meeting point. Please make sure to contact your concierge greeter if you have any issues locating them.

What happens if I am not met at the airport by the Concierge greeter?

Concierge greeter details should have been sent to you up to 12 hours prior to your service. Please call or message them if you have any issues locating them.

In case you are still unable to reach your concierge greeter, please call one of the below numbers or email Mastercard@globalairportconcierge.com immediately so that our team can resolve the situation while you are still there.

UK:+44 8000 124 007

USA:+1 866 662 4952

 

Please note that any service issue of this type, where no contact attempts were made by the cardholder or their representative at the time of the service will not be eligible for a refund.

Do I need to tip the Global Airport Concierge team member?

Absolutely not. Please do not feel you are obliged to tip a team member, however if you would like to do so then this is at your complete discretion.

What should I do in case of a problem with the website?

Contact the GAC Operations Support Team at operations@globalairportconcierge.com and they will notify the Systems Team.

What are Global Airport Concierge’s Terms & Conditions?

To read Global Airport Concierge’s Terms & Conditions please click here

How do I contact Global Airport Concierge?

Please find all of our relevant contact details on the contact us page which is accessible through the link in the main menu located on the left hand side of the screen.

I can’t find the answer to my question?

If you have any further questions or are still unsure about any of details outlined in this FAQ’s section please contact our team and they will be happy to assist you.