AeroAssist
Curates, books, and coordinates
- Curated itinerary offer
Provide a curated offer with itinerary choices from airlines whose published capabilities and conditions of carriage are compatible with the stated request.
- Airline-ready reservation request
Once the requester selects an itinerary and authorises booking, AeroAssist:
- makes the reservation with the selected airline, within the agreed service scope;
- requests the relevant airline or airport services intended to meet the requester's stated needs;
- provides the airline with the information it requires, in the format and through the channel the airline specifies;
- coordinates with the airline on solutions for possible exceptions to standard policy or other travel-acceptance constraints, and communicates any additional requirements or airline service fees.
- Acceptance, payment, and documents
Obtain and communicate the airline's confirmation that it has accepted the reservation, process payment for tickets and ancillary services on the airline's behalf, and deliver the valid electronic tickets, payment receipts, and reservation confirmation to the client.
- “On the Go” assistance
Provide support for rebooking the entire journey and rearranging the associated assistance and ancillary services when a service interruption or flight irregularity occurs.
- Post-trip claims assistance
Support claims involving denied boarding for passengers; refused carriage for animals or special items; long delays; and damaged or delayed baggage.
Support specific to this service
- A clear description of the passenger's functional and communication needs
- Airline and airport policy review
- Request tracking and an accessible travel checklist
- Coordination questions for assistance dogs, connections, and disruption planning
AeroAssist records submitted requests, tracks their status, and communicates provider decisions. A reservation note or service request is not confirmed until the airline or responsible provider accepts it. Rebooking, ancillary services, and claims support remain subject to availability, provider rules, supporting evidence, and any applicable charges.