Frequently Asked Questions

I have booked my Swissport Concierge but have not received my confirmation email?

Please check your spam folder as it may be the first time your email address has received a confirmation from us. If you have still not received the confirmation you can email us on UK.Conciergerepresentation@swissport.com. Please give as much booking information as possible.

How will I be able to identify the Representative meeting me?

All representatives will be in uniform (as depicted on our website), including a name badge; they will also be displaying an A4 sign displaying the Swissport Concierge logo and the name the service has been booked under.

Why do I have to give you a telephone number?

Without a valid telephone number we are unable to contact you with details of where to meet at the airport.

The airline has changed my flight times, how can I amend my Swissport Concierge booking?

Please contact email UK.Conciergerepresentation@swissport.com with the relevant changes and we will respond with confirmation of the change.

Will there be a charge to amend?

There will be no charge to amend bookings providing there is more than 48 notice.

I cannot find my Swissport Concierge representative?

Please telephone the number on your confirmation email for the airport in question

My travel plans have changed and I need to cancel my Swissport Concierge booking, will I be charged?

Cancellation charges are detailed on the Terms & Conditions page of this website.

The airport that I require Swissport Concierge representation isn’t listed, how can I book?

If the airport is not listed then unfortunately we do no offer the service from that particular location at this time. We are expanding our product all the time so it may be a location we operate in the future

Can you pre-book my seats on the aircraft?

Unfortunately not, pre seat bookings and requests are governed by the airline's terms and conditions of travel when you booked your tickets. Please contact your airline as they may offer this facility.

Will my Swissport Concierge representative carry my luggage?

Our representatives are not insured to carry your heavy luggage for health and safety reasons. It is also a security requirement that you personally keep your hand luggage with you at all times and proceed through security checks in your possession.

How do I contact Swissport Concierge?

What paperwork will I need?

You will need to bring with you your confirmation email that was generated at the time of booking

What happens if I lose my booking confirmation?

If you lose your confirmation please email UK.Conciergerepresentation@swissport.com for a replacement

I have not pre-booked the lounge but may want to visit on the day?

Your Swissport Concierge may be able to arrange this in airports where we offer this facility subject to availability. You can pay on the day direct to our lounge.

Do I get priority boarding?

No. Certain airlines will offer a pre-bookable option or this may be warranted on the class of ticket you have booked. Please refer to your airline for clarification.

Where do I meet my Swissport Concierge representative if I am departing on a flight?

A designated area will be arranged in advance for you, usually in departures area on outbound flights or if you arrive by car, at kerbside. We will confirm the arrangements when we telephone you prior to the meet.

Where do I meet my Travel Concierge if I am arriving on a flight?

The meeting arrangements are detailed on our website under the different services that are available please refer to the details under the service you have booked.

What happens if I miss my connecting flight?

Your Swissport Concierge will assist you by speaking with the relevant airline. Any extra is your responsibility and not the responsibility of Swissport.

What happens if I am late to meet my Travel Concierge?

You need to ensure you keep in contact with your whereabouts on telephone number supplied on your confirmation, if you subsequently miss your flight or are denied boarding then any financial penalty imposed by the airline will have to be met by you.

What happens if I need special assistance?

Your Swissport Concierge will assist in arranging this but to guarantee special assistance boarding the aircraft you will need to contact the airline directly. If you feel you need a wheelchair on the day, your Swissport Concierge representative will endeavour to assist but this cannot be guaranteed and is subject to availability.

Can I book a Travel Concierge for an unaccompanied minor?

Unfortunately, we cannot assist with unaccompanied minors. All passengers under the age of 17 must be accompanied by an adult.

What happens if my departing flight is delayed?

We will stay with you until the scheduled departure time that we had been given. If you require us to stay longer further charges may apply, please see terms and conditions.

How long in advance can I book Swissport Concierge?

You can book in however long in advance you want to. If you are travelling within the next 3 days then you will need to email UK.Conciergerepresentation@swissport.com to book your service to check availability.