The provision of services at airports is subject to external factors that are beyond LUGGit's control. To ensure a seamless experience, the following recommendations are provided:

Meeting Points

When booking the service, the customer should always select the correct airport terminal by verifying the information on the airline's boarding pass. Each terminal has a designated meeting point with the Keeper. These locations are detailed in the Meeting Your Keeper and Meeting Points article, and are also shared via WhatsApp during the service.

Airport Arrivals

The flight number should always be provided during the booking process to allow the support team to anticipate potential delays.

Recommended pickup scheduling:

• Schengen Area citizens without checked luggage: Schedule pickup at least 30 minutes after the flight's arrival
• Schengen Area citizens with checked luggage: Schedule pickup at least 45 minutes after the flight's arrival
• Citizens from outside the Schengen Area: Schedule pickup at least 75 minutes after the flight's arrival

Airport Departures

Recommended delivery scheduling:

• Without physical check-in: Schedule delivery at least 90 minutes before the boarding time
• With physical check-in: Schedule delivery at least 120 minutes before the boarding time

Airport Delay Policy

Flight delays or internal airport processing lags are common. The impact of these delays on the service depends on the Service Plan selected by the customer:

Flexible Plan

• Flight Monitoring: Includes live flight tracking by the support team
• Waiting Time: Provides unlimited waiting time at no extra cost if the flight is delayed or internal airport processes take longer than expected
• Communication: While monitored, the customer should still notify the support team of any known changes to ensure a timely readjustment

Basic Plan

• Waiting Time: Includes a 20-minute grace period from the scheduled pickup time
• Late Fees: If the customer is not present after the initial 20 minutes, standard late fees will apply (consult the Delay Policy article)
• Flight Delays: Since this plan does not include unlimited waiting, any delay exceeding the grace period may result in the service being rescheduled or additional costs

General Conditions (Both Plans)

In the event of a schedule change before flight departure, this information must be communicated to the support team. The same applies if internal airport processes (passport control/luggage carousel) exceed the expected times.

If a delay occurs that was not communicated in advance and cannot be determined from the flight number provided, LUGGit reserves the right to leave the location after a 20-minute waiting period. In such cases of a "No-Show," the full service value will be retained (consult the Delay Policy article).

Updated on: 25/03/2026