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FAQs

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  • What is Universal Airport Assistance service?

    Universal Airport Assistant is a personal and professionalmeet & greet service for passengers at the airport. Our trained customer friendly representatives will assist passengers through the formalities of security and immigration and / or deal with any issues that might arise because of cultural or language differences. We also offer porter service, baggage delivery service, lounge service, limousine service, etc. Our services are tailored to give passengers a hassle-free and quality airport experience.

  • Who might want to use the Universal Airport Assistance service?

    Business executives travelling to unfamiliar or challenging locations, seasoned travelers wishing for a dedicated service to help them through the airport, children who want to ensure smooth transit of their parents and / or grandparents through airports, parents who look to handhold their kids at airports as well as all those who want to make an ordinary journey special. Elderly passengers , seniors, differently abled, non-English speaking persons, VIPs, CEOs, Celebrities, Music Stars, Sports Stars, Rock Stars etc. with total discretion and privacy.

  • Do you offer airport assistance services at every airport?

    We offer our personalized services at 680 airports across 157 countries around the world. We are expanding rapidly adding more airports to our service coverage every week. Our aim is to cover all major airports throughout the world with our high quality and reliable Airport Assistance service. If we do not provide assistance at an airport of your choice, then please email us at booking@universalairportassistance.com and we will try our best to help you.

  • Can I book on behalf of someone else?

    You can book for anyone else by simply entering the passenger’s details in the booking form. For extra reassurance, please contact our experienced Universal Airport Assistance team at booking@universalairportassistance.com who will ensure that the right details are communicated to our local representatives.

  • How do I get confirmation of my Universal Airport Assistance booking?

    We will send you an email with complete details as soon as your Universal Airport Assistance booking is confirmed. Please check all the details on this email carefully and let us know immediately if anything is amiss. Kindly ensure that you or your customer / relative receive all the relevant service information to ensure a smooth Airport Assistance experience. The confirmation email will include a Universal Airport Assistance Booking Confirmation Code. Please quote this in all correspondence with us about your booking. You will also receive a confirmation email on payment. If not, please check your spam or junk mail or email us at booking@universalairportassistance.com

  • How do I cancel a Universal Airport Assistance booking?

    You can cancel a Universal Airport Assistance booking more than 48 hours before commencement of the service and receive a full refund. If you cancel a Universal Airport Assistance booking between 24 and 48 hours before commencement of the service, we will refund 50% of the price paid for the service. Cancellations made less than 24 hours before commencement of the Universal Airport Assistance service, or “no shows”, will not be entitled to any refund.
    Refunds(if any), will be made onto the original mode of payments.

  • How do I amend my Universal Airport Assistance booking?

    Please email us at booking@universalairportassistance.com to make amendments to Universal Airport Assistance Service Bookings. This includes instances where there has been a flight re-scheduling by the airline you or your customers / relatives are traveling on. Please note that amendments made to Universal Airport Assistance Service Bookings less than 48 hours before commencement of the service time may incur an amendment fee.

  • Can I include children in the booking?

    Yes, you can include children and should count them for the total number of passengers. Charges for infants under 2 years of age are not applicable and they are not included in passenger count. Please note that there may be changes according to the local airport’s terms and conditions. Kindly contact us at booking@universalairportassistance.com for details.

  • How do I make a booking?

    You can book through our website at www.universalairprotassistance.com or place your request via email at booking@universalairportassistance.com preferably 48 hours prior to your flight. If you need to make a booking at short notice (less than 48 hours), please contact us via email provided above to enable us to check availability with our local representatives. Our 24 / 7 Universal Airport Assistance Control Room will contact you to confirm the price and complete the booking.

  • How do I make a short notice booking?

    If you want to make a booking for an Universal Airport Assistance service within 48 hours of your flight, please email us at booking@universalairportassistance.com to enable us to check availability with our local representatives. Our 24 / 7 Universal Airport Assistance Control Room will contact you to confirm if we could provide the service. All bookings made within 48 hours remaining to the flight time are subject to a 50% surcharge.

  • Where will the Universal Airport Assistance representative meet the passenger(s) at the airport?

    For Arrival Passengers: Our representative will be waiting with the name board near the end of the aerobridge where allowed by airport security or else inside the terminal at the nearest point possible. For Departure Passengers: A meeting point will be arranged at or near the entrance of the terminal building. If you have arranged ground transportation, please let us know. This may help with providing a smooth handover between the service providers.

  • What happens if the passenger’s flight departure / arrival has been delayed?

    Our local Universal representative will wait with your customer and assist until the new scheduled departure / arrival time. In case the passenger needs further assistance after our service has concluded, it can be arranged directly with our representative subject to availability and payment of additional fee.

  • Will my customer need to tip the Universal Airport Assistance representative?

    There is absolutely no need to give a tip to our local representative. If you or your customer/ relative feels they have experienced an outstanding service and want to reward the representative, then they are free to do so.

  • Does the passenger need to bring any paperwork with them?

    No,it is not mandatory to bring a printed copy. Please retain the ‘Booking confirmation code’ and contact number of the local representative if any, sent to you by e-mail.

  • How will I or my customer recognize the Universal Airport Assistance representative?

    Our local representative will be carrying a name board with passenger / party’s name on it.

  • Will the Universal Airport Assistance representative assist with baggage?

    Our local Universal Meet & Greet representatives are not insured to carry baggage. Airports stipulate that passengers must keep their hand baggage with them and under their control at all times. However, if required, our local representative would be pleased to arrange porter services for you or your customer / relatives, for which local payment may be required. Please check the service notes as you make the booking to understand what is included with regard to porterage. We can arrange for porter service at an additional cost.

  • What Fast Track and airside services can you offer in the United States?

    Under current legislation, the access to airside is severely restricted, especially for international travel. Therefore, Universal Airport Assistance service, together with all other service providers, is unable to provide meet & greet service for international arrivals or transits at the arrival gate. Our services for Arrival and Transit will meet passengers after Customs control. Please note, US domestic travel is not affected by these restrictions. We will meet customers at the gate for domestic arrivals and transit services. Also, the US Customs and Border Control agency does not consistently provide ‘preferential Fast Track’ style services for passport control and TSA security check. We will endeavor to guide our customers through such expedited service lanes wherever available, but cannot guarantee the service.

  • What should be done if the passenger is running late?

    If you have booked a departure service and the passenger will be late in reaching the airport, please inform about the same to our local Universal representative on the number we have provided. Kindly note that neither we nor our representatives can take any responsibility for the consequences of missed flights. It is your responsibility to make bookings with us in good time for your customer to catch the flight, allowing for all eventualities.