FAQ's

How will I identify the Service Agent at the Airport ?

The representative of the meet and greet service provider will be holding a vistara branded placard with your name on it, as mentioned by you at the time of booking.

How will I get to know the details of service agent and meeting place at the Airport ?

The service provider will contact the passenger 6 hours prior to the time of scheduled service and will provide them with the details of the representative and the designated meeting place at the airport. Alternatively, the passenger can directly contact the service provider on the contact number given in their booking confirmation.

How do I cancel the booked service and are there any cancellation charges applicable?

Yes, you can cancel/amend your confirmed booking. For all confirmed bookings, cancellation or amendments must be performed via written email communication within the prescribed deadlines below, and is subject to payment of surcharge, plus any applicable local fees and/or taxes:

For Mumbai

From scheduled service time	Cancellation Charges
72 Hrs. in advance	3%
Between 72 to 48 Hrs.	10%
Between 48 to 24 Hrs.	50%
Less than 24 Hrs.	100%

For Delhi

From scheduled service time	Cancellation Charges
More than 48 hours before commencement of service.	No Charge
Less than 24 hours before commencement of service.	100%

For the purpose of calculating cancellation charges, booking amount shall mean the total amount (including taxes) paid at the time of booking.
Airportzo shall endeavor to process refund if applicable, within 15 days from the date of cancellation and receipt of bank/credit card details.
In case of re-scheduling of services, the guest shall share the revised itinerary maximum within 48 hours from the time of rescheduling request. All rescheduling requests shall be subject to availability.

No refund will be made in case of the following :

a. Wrong information about travel details of guest(s) during the booking process
No Shows
Booking amount paid for service add-ons
Delayed/missed/cancelled flights
Late arrival at the airport which results in denied check-in or boarding by the airline
In case of any misconduct or any unlawful or prohibited activity by the facilitator/guest(s).

For any further queries,please email on support@airportzo.com

Can I book these services for my children?

Yes, you can book AirportZo Services for children as well. However, children aged upto 12 years must be accompanied by an adult. Children aged 2 or above will be charged at full rate.

Is my booking transferable?

The booking for all AirportZo Services are non-transferable.

Where all is the Vistara Meet & Assist service available?

Vistara Meet & Assist is currently available for departures and arrivals for Domestic operations across Delhi and Mumbai

Can I book Vistara Meet & Assist service for other people?

Yes, you may book the service for you or your guests

I am at the airport and I can’t find the assigned person for the service I paid for?

You may call the contact numbers of the service provider or Airportzo agent contact details mentioned in the booking confirmation email

What is the maximum weight/baggage allowed per person for the service?

The maximum weight/Baggage service includes two (2) regular-sized baggage per guest with maximum dimensions of 90 x 75 x 43 cm each, and up to a combined weight of 40kg. Oversized and/ or overweight baggage will be subject to surcharge of INR 200 per piece.

How can I make an amendment to my existing booking and are there any associated charges applicable?

At the moment there are no amendments/changes possible made for bookings with our service provider Pranaam at the Mumbai airport. In case you still want to proceed with any amendments/ changes to your booking required to write to support@airportzo.com informing the change, you current booking will be first cancelled as per the cancellation policy and you will need to book another service package.

From scheduled service time
Cancellation Charges
More than 48 hours before commencement of service.
No Charge
24-48 hours before commencement of service.
50%
Less than 24 hours before commencement of service.
100%

In case of any amendments/changes required in your booking with our service provider Allways VIP at the Delhi airport, you are required to write to support@airportzo.com regarding the same. Please find below the associated charges applicable in case of amendments/changes made to your booking:

From scheduled service time
Amendment Charges
More than 24 hours before commencement of service.
No Charge
Less than 24 hours before commencement of service.
100%

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