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FAQs Service-Webshop

1. General Questions

How can I cancel a service?

If you are unable to take advantage of a service for any reason whatsoever, please let us know. You can do this either by sending an e-mail to or calling us at +49 (0) 180 - 6 372 4636 (the charge is €0.20 per call from any German landline phone or up to a maximum of €0.60 from a German mobile phone. Other rates may apply to calls from outside Germany.)

Do I have to register in order to book a service?

No, it’s not necessary to register in order to order services from our Webshop.

What are my payment options?

We accept the following modes of payment: credit card and SEPA direct debit.

Can I get a refund on services I can’t take advantage of because of a delayed flight?

In the event of a delay, Fraport AG will still try to provide the booked service. Please note, however, that you are responsible for being at the pickup or meeting place at the agreed time. If you do not appear, we will bill you for the service anyway.

Can I reserve services without any obligation to purchase them?

Whenever you book a service via our Webshop, it is binding. Nonbinding reservations are not possible.

Can booked services be transferred to other persons?

Booked services may only be utilized by the indicated persons, like airline tickets, and are therefore non-transferrable.

Where can I send complaints?

You can send complaints about our services to our Feedback Team, either by e-mail to or by regular mail to Fraport AG, Frankfurt Airport Services Worldwide, Feedback Management (FTU-TS), D-60547 Frankfurt.

Is it possible to change a booking that has already been made?

It is possible to change bookings within certain limits. If you need to make a change, please let us know as soon as possible so we can make appropriate arrangements. However, we reserve the right to decline to change bookings.

Can I take a pet?

Unfortunately, it isn’t possible to take pets along.

Can the services also be booked for minors?

Minors can only utilize services if they are accompanied by an adult.

Can the services also be booked for passengers with limited mobility such as wheelchair users?

The airlines offer a free service for these passengers. When there is a need, it is necessary to notify the booked airline in advance.

How much luggage can I take?

The luggage allowance per passenger is fixed by the airline, not by us as the service provider.

Can I obtain refunds on value-added tax spent on purchases refunded while I’m using the services?

Our staff will be happy to accompany you to a customs counters and a tax refund service provider and assist you in obtaining your refund.

Can I book the services for any airline?

All of the services offered in our Webshop can be booked regardless of your airline and travel class, and can be booked separately for each flight.

How far in advance do I have to book the My Airport Guide service?

You must book My Airport Guide no later than 48 hours before using the service.

Where will I/we be picked up?

You can indicate where you wish to be picked up when booking. You can choose between the taxi stand on the departures level of Terminal 1 or 2 or the regional train station in Terminal 1. For the Guide Service, you also have the option of being picked up at the long-distance train station.

When will I/we be picked up?

The pickup time depends on when your flight leaves. It will be at least 120 minutes beforehand at the agreed place.

How many persons can I book My Airport Guide for?

You can book the service for up to three persons. Please consult our General Terms and Conditions for prices.