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.

How far in advance do I need to book the guide service?
Please make an online request not more than 2 months in advance. For short-term inquiries, we ask you to give us 4 days notice. The capacity check can take up to 72 hours.

Which payment methods are accepted? How does the booking work?
We accept the following payment methods: credit card (Visa, MasterCard, AmericanExpress) and, if offered, direct SEPA-debit.

First you enter all passenger and flight details. In the next step, the billing address is requested. On the third page you can check the information, formulate a question about the process and confirm the terms and conditions. On page 4 please enter the payment details. In the last step, please confirm (if correct) the summary of your inputs.After that you will receive an e-mail from serviceshop@fraport.com with the wording: "Thank you for placing your order with the Service Webshop of Frankfurt Airport. Your booking request will be processed within the next 72 hours. You will not be charged until we have confirmed in written form the availability of the chosen service."

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. The person making the booking may differ from the passenger.

How can I cancel the service?
If you are unable to make use of a service, we ask that you notify us by email at MyAirportguide@frasec.de at least 24 hours before the start of your journey. You will then get your payment back minus a processing fee of €30.00. In the event of a later cancellation, the entire fee for the agreed service is due.

Can the services also be booked for passengers with reduced mobility?
This service is not available for persons with reduced mobility. For persons with reduced mobility, there is a special, free of charge Service that will assist you at the airport (No transportation to the airport). For more information, please check here www.fracares.de or contact your airline.

Can the services also be booked for children traveling alone?
Our standard products are not intended for minors traveling alone (see our terms and conditions). From the age of 12 we offer permanent childcare on special request at MyAirportguide@frasec.de

Where will I find the guide?
The guide will be waiting for you at the end of the yet way if the plane is approaching a regular gate at the terminal or at the bus gate if the plane is on the apron after landing. If you are departing from FRA, MyAirportguide will arrange a suitable meeting point (at the road in front of the terminal, check-in counter or train station) with you in advance

How will I recognize the guide?
The guide will carry your name tag at the meeting point at the agreed time. Please identify yourself.

Is it possible for the guide to greet the guests with our company logo sign?
Yes, we are happy to welcome your guests with the logo of your company or your organization. Simply send the logo to MyAirportguide@frasec.de in advance.

Is an electric car included?
We cannot offer you an electric car. Please note that all required distances have to be covered on foot and without outside help.

Will the guide transport our luggage to the train station, bus station or check-in counter?
Our products are for guidance only and do not include luggage transportation. To do this, contact the porter service at Frankfurt Airport.

Will the guide wait with me until boarding?
We accompany you directly, after reaching the depature gate or train platform the guide says goodbye. On request, we offer the separate product Guide Service Permanent Care for continuous support.

My connecting flight was missed, will the guide help with a rebooking?
In this case, the guide will accompany you to the transfer desk of the relevant airline.

In case of flight delays, do I get a refund for my unused service?
In the event of a flight delay of up to 30 minutes, MyAirportguide will provide the service in any case. If the flight arrives more than 30 minutes later than scheduled, MyAirportguide is freed from having to provide the contracted service. Nevertheless, as far as is technically and organizationally possible we will also strive to provide the service when customers are late. If this is not possible, there is no right to a refund. We ask for your understanding.

Can I tip the guide?
The guide is not allowed to accept tips from guests, so we kindly ask you to refrain from doing so.

Can I reach the guide by phone?
No, the guide has an intercom connected to the operations center. Please use the contact details during our office hours.

I was not satisfied with the service, where can I send my complaint?
In the event of a complaint, we would like to ask you to first contact MyAirportguide@frasec.de. In most cases, complaints can already be clarified here.