FREQUENTLY ASKED QUESTIONS

Q: How do I book a MasterCard Airport Concierge service provided by Global Airport Concierge and how much does it cost?

Booking one (or several) of the exclusive services couldn’t be easier. Simply click on the 'Make a Booking' option from the main menu and you will be taken to the online booking form. This form will allow you to not only choose which service best suits your needs but also provide you with your own instant quote.

Q: How can MasterCard Airport Concierge provided by Global Airport Concierge make a cardholder's journey better?

There’s an extensive range of Services to choose from, each individually designed to make your airport experience smooth and stress free. MasterCard cardholders can select from the following services:

DEPARTURES - The MasterCard cardholder is:

  • Met at curb-side by a Meet & Greet agent (for departing passengers the airport agent will call the cardholder or the cardholder’s driver in order to arrange a designated meeting point outside the terminal)
  • Escorted to the Airline Desk for check-in (pre-check-in service is subject to the airline, with preferred seats arranged)
  • Expedited through all check-in and security processes (available at most airports)
  • Escorted to the aircraft gate

ARRIVALS - The MasterCard cardholder is:

  • Airside Meet and Greet passengers will be met by a Meet & Greet agent as they exit the aircraft gate. Landside Meet and Greet passengers will be met by a Meet & Greet agent in the arrivals hall.
  • Assisted with any Visas or other documentation
  • Expedited through the immigration process (available at most airports)
  • Assisted to baggage claim
  • Escorted curbside (please remember to reserve a car, this is not included as part of the Meet & Greet service)

CONNECTIONS - The MasterCard cardholder is:

  • Met by a Meet & Greet agent as you exit the aircraft
  • Assisted with any inter-terminal airside transfers/needs
  • Escorted to the aircraft gate

Additionally, cardholders can arrange for the following add-on services:

  • Luggage Assistance/Baggage Porter
  • Tarmac Transfers
  • Limousine Service/Executive Car Service
  • Premium Baggage Collection/delivery (wherever available and applicable)
  • Seating Assistance
  • Lounge Access (wherever available and applicable)
  • Hotel/meeting rooms
  • Valet Car Parking Service
  • Gift services on Arrival
  • Personal Shopper Service
  • Pre booked Airport suppliers service
  • Electric Buggy
  • Cloak Room service
  • Car park Jockey
  • Un-accompanied Minors Service
  • VIP Wheelchairs/PRM service option
  • Train bookings

Q: What kind of customer would enjoy the Meet & Greet services?

This service can help cardholders traveling on their own or with their families. It allows cardholders to save valuable time and energy by coordinating every aspect of their airport experience and is also ideal for someone who is unfamiliar with their arrival airports and/or someone who requires assistance with connections on complex itineraries.

Q: Will I receive an e-mail confirmation of the booking?

Yes. Please keep this confirmation safe and have a copy with you on the day of your service.

Q: What happens if I forget or lose my confirmation number?

Please contact us:

USA: +1 866 662 4952
UK: +44 8000 124 007
AUSTRALIA: +61 280 155 663
HONG KONG: +852 5808 2976
MALAYSIA: +60 018 008 140 66
SINGAPORE: +65 800 120 4846
BAHRAIN: +97 316 198 764

Q: What happens if I need to change/amend my booking?

Please contact MasterCard Airport Concierge provided by Global Airport Concierge at 1 866 662 4952 immediately. Provided the change/amendment is received no later than 48hrs before the proposed date of service then the cardholder will not be charged a fee. Please note that for any change/amendment made less than 48hrs notice, there will be a change fee imposed, which varies depending on the airport. More details can be found in the terms and conditions on the bottom of your confirmation email.

Q: What happens if I need to cancel my booking?

Please contact MasterCard Airport Concierge provided by Global Airport Concierge at 1 866 662 4952 immediately. Provided the cancellation request is received no later than 48hrs before the proposed date of service then the cardholder will not be charged a cancellation fee and a full refund will be provided. Please note that for any cancellations made less than 48hrs notice, there is a 100% charge equivalent to full invoice, no refund. More details can be found in the terms and conditions on the bottom of your confirmation email.

Q: What if I need to make a group booking (10+ people)?

Please contact us:

USA: +1 866 662 4952
UK: +44 8000 124 007
AUSTRALIA: +61 280 155 663
HONG KONG: +852 5808 2976
MALAYSIA: +60 018 008 140 66
SINGAPORE: +65 800 120 4846
BAHRAIN: +97 316 198 764

Q: Can children be included in my booking?

Yes. Infants up to 12 months old will not be charged and children between 12 and 36 months will be charged at 50%. Children 36 months or older will be charged full price.

Q: What if I am having problems making a booking?

If you are having problems using our online booking form, or if you are looking to book a service very close to the date of travel, please contact us to assist you:

USA: +1 866 662 4952
UK: +44 8000 124 007
AUSTRALIA: +61 280 155 663
HONG KONG: +852 5808 2976
MALAYSIA: +60 018 008 140 66
SINGAPORE: +65 800 120 4846
BAHRAIN: +97 316 198 764

Q: Can I book an electric buggy service?

Please note that the availability of electric buggy services varies from airport to airport. If you would like to request an electric buggy service please use the special notes section of the booking form to inform us of this requirement and we will endeavor to arrange on this on your behalf where possible. Please be aware that due to the aforementioned limitations we cannot guarantee this service.

Q: What if I need special assistance (i.e, a wheelchair, etc)?

If you require special assistance services please book these directly with your airline and inform us in the special notes section of the booking form.

Q: What if a destination is not shown on the Global Airports page?

Services are offered in over 450 airports worldwide. If however for any reason you cannot find the airport you are looking for on the network please call:

USA: +1 866 662 4952
UK: +44 8000 124 007
AUSTRALIA: +61 280 155 663
HONG KONG: +852 5808 2976
MALAYSIA: +60 018 008 140 66
SINGAPORE: +65 800 120 4846
BAHRAIN: +97 316 198 764

Q: Where will the Meet & Greet Agent meet me?

For Departing passengers the meet and greet agent will call the MasterCard cardholder or the cardholder’s driver in order to arrange a designated meeting point outside the terminal.

For Arrival & Connecting passengers the meet and greet agent will usually be waiting for the MasterCard cardholder with a name sign as they walk off the air bridge. Please note that in certain airports where all passengers are required to be transported by bus immediately from the aircraft to terminal, the meet and greet agent will be waiting for the cardholder inside the entrance to the terminal building. Otherwise a meeting point will be agreed upon by both parties and the Meet & Greet agent will be present at the meeting point.

Q: What happens if I am not met at the airport by the Meet & Greet agent?

In case you encounter a problem, please call one of the below numbers or email This email address is being protected from spambots. You need JavaScript enabled to view it. immediately.

USA: +1 866 662 4952
UK: +44 8000 124 007
AUSTRALIA: +61 280 155 663
HONG KONG: +852 5808 2976
MALAYSIA: +60 018 008 140 66
SINGAPORE: +65 800 120 4846
BAHRAIN: +97 316 198 764

Q: Do I need to tip the MasterCard Airport Concierge team member?

Absolutely not. Please do not feel you are obliged to tip a team member, however if you would like to do so then this is at your complete discretion.

Q: What should I do in case of a problem with the website?

Contact MasterCard Airport Concierge provided by Global Airport Concierge at 1 866 662 4952 and they will notify the Systems Team.

Q: Where can I locate the program's Terms and Conditions?

To read the Terms & Conditions please click here.

Q: How do I contact MasterCard Airport Concierge provided by Global Airport Concierge?

Please find all of our relevant contact details on the Contact Us page which is accessible through the link in the main menu located on the left hand side of the screen.

Q: I can’t find the answer to my question(s)?

If you have any further questions or are still unsure about any of details outlined in this FAQ’s section please contact us using the information on the on the Contact Us page.