FAQs
How do I contact Airport Angels?
Our office can be contacted by phone on +44 (0) 1424 446600 or by email at office@airportangels.net.
You can also get in touch via our contact page here.
For passengers travelling on the day of service, our 24-hour emergency contact number is available for urgent assistance +44 7969 021006.
Which airports do you operate from?
Airport Angels provides services at major airports throughout the UK, including Heathrow, Gatwick, Stansted, London City, Manchester, Birmingham, Bristol, Edinburgh, Glasgow and many others. We also provide assistance at St Pancras International for passengers travelling by rail.
If your airport or station is not listed, please contact us as we may still be able to assist.
Do you operate 24 hours a day?
Yes. Our services are available 24 hours a day, 7 days a week, including weekends and public holidays.
How far in advance should I book?
We recommend booking as early as possible, particularly during busy travel periods.
We understand that airport assistance is sometimes needed at short notice and will always do our best to accommodate late bookings, subject to availability.
Can I make changes to my booking after it has been confirmed?
Yes. We understand that travel arrangements can change.
Passenger information, flight details, transport arrangements and other booking information can be updated where required. Please let us know about changes as soon as possible, particularly if they affect where or when we will meet the passenger.
For urgent changes on the day of travel, please use our 24-hour emergency contact number.
What happens if my flight is delayed or cancelled?
Airport Angels actively monitors flights and adjusts service timings where possible in response to delays or changes.
If a flight is cancelled or your travel arrangements change significantly, our team will work with you to amend the service where possible. Additional charges may apply if the revised arrangements require a longer service, a new service time or additional travel.
If you make changes to your travel plans, please let us know as soon as possible, as these may not be visible through flight monitoring. Changes are subject to availability and may incur additional charges.
For urgent changes on the day of travel, our 24-hour emergency number should be used.
Will I receive details of my Airport Angel before the service?
Yes. Once your Airport Angel has been allocated, their details will be provided before the service.
For Unaccompanied Minor services, Airport Angel details will be provided in advance of travel.
For other services, details are generally provided 24–48 hours before the scheduled service, although this varies between airports.
What is the difference between Landside, Airside, Transit and Terminal Transfer services?
Landside services take place before Security on departure or after passengers enter the Arrivals Hall on arrival.
Airside services provide assistance from the terminal through Security and to the aircraft on departure, or from the aircraft through the airport and before passengers reach the Arrivals Hall on arrival.
Transit & Connection services assist passengers between an arriving flight and their departing flight. Depending on the baggage and flight arrangements, the connection may take place Airside or require the passenger to come Landside and check in again.
Terminal Transfer services assist passengers who need to move between terminals, meeting points or designated handover locations within the airport.
For a full explanation of our services, please visit our Services page.
Is Fast Track included with an Airside service?
Not necessarily. Airside assistance and Fast Track are separate services.
Fast Track availability and arrangements vary between airports and terminals. Where Fast Track is available, we can advise whether it can be arranged as part of your journey.
Do you only assist children travelling alone?
No. While Airport Angels has extensive experience supporting children and young travellers, our services are available to travellers of all ages.
We work with families, schools, language programmes, tour operators, DMCs, businesses, event organisers, groups, older travellers and individuals who may need additional support or simply prefer the convenience of personal airport assistance.
What is an Unaccompanied Minor (UM)?
An Unaccompanied Minor (UM) is a child travelling under an airline’s dedicated Unaccompanied Minor programme. The airline UM service must be arranged directly with the airline and is separate from the assistance provided by Airport Angels.
Airport Angels can provide specialist support for children using an airline UM service, including departure, arrival and connection assistance and liaison with the airline as required.
Can you assist with luggage?
Yes, although the type of luggage assistance available varies between airports.
At some airports, specialist porter services can be arranged. At others, our Airport Angels may be able to provide practical luggage assistance as part of a wider Meet & Assist service.
If you are travelling with a large amount of luggage, specialist equipment or require particular assistance, please contact us before booking so we can advise what is available at your airport.
Can you arrange onward transport?
Yes. Airport Angels can assist with onward travel arrangements, including private transfers where required.
We can also work with transport providers already arranged by you, your school, tour operator or organisation, liaising with drivers and helping coordinate the passenger or group’s departure from the airport.
Can you assist groups or delegates arriving on different flights?
Yes. Airport Angels can assist with onward travel arrangements, including private transfers where required.
We can also work with transport providers already arranged by you, your school, tour operator or organisation, liaising with drivers and helping coordinate the passenger or group’s departure from the airport.
Do you work directly with organisations?
Yes. Airport Angels works with organisations in the UK and internationally, including schools, universities, language schools, guardianship organisations, tour operators, DMCs, event organisers and businesses.
Services can be arranged for an individual traveller, a group or as part of an ongoing travel programme.
What is your cancellation policy?
Bookings cancelled more than 24 hours before the scheduled service time will not incur cancellation charges.
Cancellations received within 24 hours of the scheduled service time may be charged in full.
Please refer to our Terms & Conditions for full details.
I can't find the service I need. Can you help?
Yes. Not every journey fits neatly into a standard service.
Many Airport Angels services can be tailored around individual passengers, groups or more complex travel arrangements. Contact our team with your requirements and we’ll advise on the most appropriate service or combination of services.
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