Frequently Asked Questions
Is there a limit to the number of bags I can have assistance with?
While there is no strict limit to the number of bags our concierges can assist you with, please indicate any large or extra bags when booking so we can better prepare for your arrival.
How can I book services for multiple passengers traveling together?
You can book services for multiple travelers in one transaction through our app or website. Just enter the details for each passenger at the time of booking, and our team will coordinate accordingly.
What if my flight is delayed or canceled?
If your flight is delayed or canceled, our concierges are trained to handle these situations. They will assist you with rebooking, provide information on airport services, and ensure you remain informed and comfortable.
Are your services available for unaccompanied minors?
Yes, My Wait Mate services can be booked for unaccompanied minors. Our trained concierges will provide the necessary support to ensure they travel safely and comfortably throughout their journey.
How do I receive updates about the services provided?
You will receive real-time updates through our mobile app regarding your progress during the journey. Notifications will be sent at key milestones, such as when you are at security, boarded the plane, or arriving at baggage claim.
What qualifications do your concierges have?
Our concierges are carefully selected trained professionals with backgrounds in customer service and airport logistics. They are knowledgeable about airport operations and dedicated to providing friendly, efficient, and compassionate assistance.
Can I customize the services for my specific needs?
Absolutely! My Wait Mate tailors services to meet your individual needs. When booking, you can specify any special requirements or requests, and our concierges will accommodate them to the best of their ability.
What services are offered during Post-Landing?
Upon arrival, a concierge will meet you at the gate and assist with baggage retrieval. They will guide you to ground transportation and wait with you until you are safely on your way to your final destination.
What is Gate Support?
Gate Support ensures that you make your flight, even in the event of last-minute gate changes or cancellations. Our concierges remain with you until the cabin doors close, providing peace of mind and assistance as needed.
How does the Security Escort service work?
Our Security Escort service involves a trained concierge accompanying you through the security checkpoint, helping you navigate the process efficiently. They ensure compliance with all regulations, making the experience as quick and worry-free as possible.
What does Pre-Flight Assistance include?
Pre-Flight Assistance includes curbside meet and greet, help with baggage drop-off, check-in support, and guidance through security. Our concierges ensure that every step of the pre-flight process is smooth and stress-free.