Friendly Guide - Frequently Asked Questions


When do I arrive for the departures service?
When the service is booked, you’ll be asked to give an arrival time at the terminal and you’ll have a window of half an hour (15 minutes before and 15 minutes after) of that stated arrival time in which to arrive. You must call the provided telephone number 5-10 minutes before arrival to confirm your expected arrival time. This will ensure that your guide is waiting for you at the agreed meeting point. If you fail to make contact beyond 15 minutes from your stated time of arrival, you will be presumed a no-show and we will be unable to guarantee that your Friendly Guide will be waiting at the arranged meeting point.

We understand that sometimes there are unforeseen delays impacting your arrival. If you think you are going to be delayed in arriving at the airport, please call us on the number supplied and we will endeavour to meet you at your new arrival time.

Please be aware that no refund will be made in respect of no-shows or late arrival at the airport which results in denied check-in/boarding of the aircraft.

Where do I arrive for the departures service?
When the service is booked, you’ll be asked where at the terminal you would like to be met. This may be kerbside at the drop off area (door 1), at the Meet & Greet cabin or at the Information Desk inside the terminal. If you are arriving by public transport or have any special requirements, we can arrange a more convenient meeting point.

Will my bags be carried?
This is an assistance service and not a porterage service. Our emphasis is on showing you through the airport, therefore our colleagues are not insured to carry baggage or push loaded trolleys.
If you do require a trolley, your guide can bring a trolley to the meeting point if departing (please indicate this at the time of booking). If you are arriving into the airport, your guide can procure a trolley for you in the baggage hall.

Does the departures service include express check-in?
This service does not include pre-assigned aircraft seating, priority boarding or express check-in. Please contact your airline for more information about these services.
We do however include complimentary Fast Track access through security in the departures service, which usually costs 3.50 per person.

Is this service only available in Terminal 2?
This is a brand new product that we’re really excited about but we also want to make sure we get it right and provide you with the best customer experience possible. This service is therefore only available in Terminal 2 at the moment. Please keep checking back on the website for new updates or speak to one of our helpful booking agents on 0871 522 1101*.

Is this service available all year?
This is a brand new product that we’re really excited about but we also want to make sure we get it right and provide you with the best customer experience possible. We are therefore only offering the service until 20th June 2013 to give us chance to review the service and make sure it’s meeting our customers’ expectations. Please keep checking back on the website for new updates, or or speak to one of our helpful booking agents on 0871 522 1101*.

What if I book this service and my flight is delayed?
It’s rare for flights to encounter significant delays, but in the unlikely event that it does happen, we’ll do our best to help.

If you are departing and your flight is delayed, you will need to liaise with your airline. We will assist you, as far as is reasonably practical, in making any necessary arrangements up until the scheduled time of departure or until your flight starts boarding your class, whichever is earlier. If you are in the departure lounge and your flight is delayed past the scheduled time of departure, you will be left at the gate for your flight or near a gating screen if it is not gated.
If you are arriving, and your flight is delayed by up to an hour, we will still meet you in the normal way. Currently, if your flight is delayed by over an hour or out of our hours of operation, we’ll do our best to provide the service, but it isn’t assured.

What if my flight arrives early?
If you are arriving and your flight arrives up to 45 minutes early, you will still be met.

What if I need to cancel my booking?
Bookings can be cancelled up to 48 hours in advance, with a cancellation fee of 7.50.

What if there are more than 6 people in my group?
A maximum of 6 people may be included in one booking. If there will be more than 6 of you travelling, you will need to make a second booking. Please give us a call on 0871 522 1101* to discuss this further.

Can I book this service for my child?
Unfortunately we are unable to offer this service to anyone under the age of 18 unless accompanied by an adult. Please contact your airline for more information about unaccompanied minors.

What if I want to book the Escape Lounge?
That’s no problem – just let us know when you book and we can make an Escape Lounge booking for you as well. When you get to the departure lounge, you’ll be escorted up to the Escape Lounge and then accompanied from the lounge to your boarding gate in line with the time your airline states that you should be at the boarding gate.

Is this the same as the service for persons of reduced mobility?
This service is available to all passengers, in line with our terms and conditions. However, the service is not the specialist PRM service which is provided by our partner OCS and available at the airport who are disabled or with reduce mobility, free of charge. For further information please click here.


I’m transferring at Manchester Airport – can I use this service?
If you are a landside transfer passenger (connecting between two flights but not on a through-booking i.e. with two separate itineraries, two separate tickets and your luggage is not through-checked but checked in by yourself for the second flight) arriving into Terminal 2, you may book this service.

Unfortunately, we are unable to provide the Service to any through-transfer passengers at this time, or landside transfer passengers arriving at other terminals.

*Calls are charged at 10 pence per minute from a BT landline. Calls from mobiles and other networks may vary. Lines are open 7 days 0600-2200.