Got a question about your booking?

Airport.Online helps you find and book the best airport service options directly on our platform—no redirects to third-party sites. Because your reservation is made directly with us, our support team is best equipped to assist with any questions. You can find more information in this article.

Where is my booking confirmation?

To ensure you receive your confirmation in your inbox, please add the Airport Online email address as a contact or put us on your safe senders list, because our next emails may mistakenly be sent to your spam folder.

If you don't see an email from Airport Online in your inbox, please check your spam/junk folder. If you find it there, open the email and mark it as 'Not Spam'. Click here to learn how.

You will receive a booking confirmation email within 12 hours of submitting your application. Please be sure to check your spam or junk mail folder, as it may occasionally be directed there.

Unmark an email as spam in Gmail

Unmark email as spam

  1. On your computer, open Gmail.
  2. On the left, click More.
  3. Click Spam.
  4. Open the email.
  5. At the top, click Not Spam.

Mark legitimate emails as not junk in iCloud Mail

Yahoo

  1. On your iPhone or iPad, open the message in the Junk folder, tap the Move to Folder button at the bottom of the screen, and then tap Inbox to move the message.
  2. On your Mac, select the message in the Junk folder and click the Junk button in the Mail toolbar, or just drag the message to the Inbox in the sidebar.
  3. On iCloud.com, click the Junk folder in the sidebar. Select the message, then click Not Junk at the top of the message window, or just drag the message to the Inbox in the sidebar
  4. For other mail clients, move the message from the Junk folder to the inbox.

Unmark an email as spam in Outlook

  1. Open your Junk Email folder and select the messages you want to keep.
  2. From the top toolbar, select Not junk > Not junk (or Not spam > Not spam). You can also open the message and select the "It's not junk" link at the top.
  3. If you've blocked someone by mistake, open your Blocked senders list and select Remove next to their name.
  4. Add the sender to your Safe senders list.

Whitelist an Email in Yahoo

Yahoo

  1. Open the Spam folder. If you don't see the "Spam" folder, click "More" below the Sent folder and choose Spam from the left pane.
  2. Select the email you want to whitelist.
  3. Click Not Spam to move the message into your inbox, and future messages from this sender will be delivered to the inbox.

Unmark an email as spam in Yandex

  1. Open the Spam folder. If you don't see the Spam folder, click More below the Sent folder and choose Spam from the left pane.
  2. Select the email you want to mark as not spam.
  3. Click Not Spam to move the message into your inbox, and future messages from this sender will be delivered to the inbox.

Frequently Asked Questions (FAQ)

You do not need to change your lounge reservation date or time. Your lounge voucher remains valid for one month from the date of purchase, allowing you to use it within this period, subject to the applicable service terms and availability.

If you wish to cancel your lounge reservation, please submit your cancellation request at least 24 hours before your scheduled visit.

Fast Track reservations are non-changeable and non-refundable. Once your booking is confirmed, you cannot change the reservation date or time, and cancellations are not eligible for a refund.

To request a change or cancellation of your Meet & Greet reservation, please contact us by email at least 36 hours before your scheduled service. Include your booking reference and the details of your request.

Requests submitted less than 36 hours before the scheduled service cannot be accommodated. Please ensure that you submit your request within the required timeframe.

Please call the 24/7 Operations / Duty Phone Number provided on your booking confirmation voucher immediately. If you have already reached the designated arrival gate or terminal meeting point, please remain there and follow the instructions provided by our operations team.

We are sorry for the disruption to your travel plans.

If your flight is delayed: Your Fast Track and Lounge passes remain valid for your updated flight schedule on the same travel date. Standard lounge passes generally cover a few hours per entry, depending on the lounge and capacity. For a longer stay, you may consider purchasing consecutive passes.

If your flight is canceled: Please contact us through Airport.Online and provide your booking reference and proof of cancellation. Our team will assist you with the available rescheduling or cancellation options, subject to the applicable service terms and conditions.

First, increase your phone's screen brightness to maximum and try scanning the QR code again. If the QR code still cannot be scanned, show the staff your alphanumeric voucher number so they can attempt to verify your booking manually.

If the issue persists, please contact us through Airport.Online for further assistance.

Your Fast Track pass remains valid throughout the booking date and can be used when you arrive at the airport, subject to the service's applicable terms and operating hours.

Standard Lounge vouchers generally cover a few hours per entry, starting from the time you enter the lounge. If you arrive late, your lounge access period will depend on when you enter and the validity conditions of your voucher.

If you have booked a Meet & Greet service, please contact our dispatch team immediately to inform them of your updated arrival time.

Fast Track access can be used upon your arrival at the airport, subject to the validity conditions of your booking.

Standard Lounge vouchers generally allow a few hours per entry, depending on the lounge and capacity. If you need a longer stay, you may consider purchasing consecutive passes for an extra few hours.

If your boarding time is approaching, inform the staff managing the Fast Track queue and show them your boarding pass. Explain your situation and ask whether assistance is available.

Please note that Fast Track provides access to a priority lane but does not guarantee immediate processing or a specific waiting time. If you have booked a Meet & Greet service, your agent can assist you through the available priority lanes in accordance with airport procedures.

The appropriate contact depends on where you lost the item:

  • Inside a lounge: Contact the lounge reception desk directly and provide a description of the missing item.
  • Elsewhere in the airport terminal: Contact the airport's official Lost & Found office.
  • Onboard an aircraft: Contact the relevant airline or its designated lost-property service.
  • During an Airport.Online private service: Contact us through Airport.Online with your booking reference and a detailed description of the item. Our team will follow up with the relevant service or duty supervisors where possible.

Please provide the approximate time and location where you last saw the item to help with the search.

To avoid problems at the airport, we strongly recommend keeping a printed copy of your booking confirmation voucher as a backup.

If your voucher will not open, try accessing it again using an internet connection or another device. You can also present your booking reference or alphanumeric voucher number to the service staff for verification, where supported.

If your phone battery has died, ask the lounge reception staff whether they can help you charge your device or verify your reservation manually. If you cannot access your voucher or confirm your booking, contact Airport.Online for assistance as soon as possible.

Yes. Children aged 2 years and older require a separate Fast Track or Lounge reservation. Please ensure that you include all eligible children when making your booking.

Yes, invoices are available for bookings. The invoice can be issued to the individual or company associated with the cardholder's payment details. Please ensure that the correct billing information is provided when requesting your invoice.

Once your refund has been approved, please allow up to 7 business days for the refunded amount to reach your account. The exact processing time may vary depending on your bank or payment provider.