Question 1

When do I receive my host details?

Accepted Answer

Four days before the service date we send your host name, the meeting point, the time and your host phone number. From that moment you can get in touch yourself. Twenty-four hours before the service you receive a reminder.

Question 2

What if I do not meet my host?

Accepted Answer

Our host waits in a clearly visible spot with a name sign showing your name. On arrival your host waits at the gate until the aircraft is empty. If we do not see you, we call you twice and send a message, so do check your phone. You have your host number too, so you can call us as well.

Question 3

Do you help with check-in and baggage?

Accepted Answer

You check in yourself, or that has already been done for you. We assist with checking in your baggage, show you the way and walk with you through the controls. Along the way we decide the route together: past the tax free, at an easy pace or straight on to the gate.

Question 4

What if I have special or extra baggage?

Accepted Answer

Let us know when you book. One host helps with up to four pieces of baggage. If you have more, or you are travelling with an animal or with large or unusual baggage, add a porter to your booking. That way everything can come along in one go.

Question 5

Do you offer fast track or priority at the controls?

Accepted Answer

We guide and assist you across the airport. We have no influence on waiting times at security, customs and passport control. What we do is show the way, arrange your baggage and formalities and stay with you, including while you wait.

Question 6

I have a short connection. Will you get me to my connecting flight?

Accepted Answer

We guide and assist you during your transfer and take you from your arrival gate to your departure gate. Making a short connection remains the traveller own responsibility. We have no influence on the gates, the arrival time of your first flight or how busy the controls are, so we cannot vouch for that.

Question 7

Do you guarantee that we will make our flight?

Accepted Answer

No. We provide the guidance and the assistance and keep things moving, but we are not liable if a flight is missed. Allow enough time between arrival and departure when you plan your trip.

Question 8

What if I book last minute?

Accepted Answer

You can book right up to shortly before your trip. If you book within four days of the service date, you will not receive your host details four days in advance but as soon as possible. If your service falls within 24 hours, a surcharge of 50% is added to the amount. We will do our very best, but with a last minute booking we cannot guarantee that a host is available.

Question 9

Something did not go the way I expected. Where can I share that?

Accepted Answer

We would like to hear it. On the Share your experience page you can tell us what went well and what could be better. If it is a complaint, include your name and booking details so we can look it up and come back to you.

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