One number. Answered by someone who can fix it.
Every buybusinessclass booking includes a concierge desk staffed around the clock by agents who hold ticketing authority. Not a support inbox — people who can reissue your ticket while you are still on the phone.
Support that can actually change your ticket
No ticket queue, no chatbot triage, no 'your call is important to us'. The line is answered by an agent who can open your booking while you are still explaining it.
Whoever picks up can reissue, reroute and refund directly on the PNR. Nothing gets escalated to a team that only works Chicago hours.
Three shifts, every day of the year. Long-haul disruption happens at 3am in a timezone you did not plan for — that is precisely when we are staffed.
Agency support desks answer faster than public call centres. We hold that line so you do not spend a layover on hold.
What we handle, and when
- Seat selection and bassinet requests placed directly with the carrier
- Special meals, wheelchair and medical assistance arranged and reconfirmed
- Passport validity and visa requirements checked against your itinerary
- Frequent flyer numbers added so the miles credit correctly
- Schedule changes caught by monitoring, usually before the airline emails you
- Misconnects rebooked while you are still walking off the first aircraft
- Rerouting onto partner carriers when your own airline has nothing left
- Lounge and ground service confirmed when an aircraft swap changes the cabin
- Refunds and tax reclaims filed and chased with the carrier
- EC 261 and DOT compensation claims documented and submitted
- Baggage claims escalated through the agency desk
- Receipts and invoices reissued for expense and accounting
Four calls we take every week
These are the situations the desk exists for. In each one the answer is the same: we already know, and we have started.
We see the delay on the monitoring feed and start rebooking before you land. Most travellers walk off the aircraft to a message telling them which gate to go to instead.
A change that large is a material schedule change, which means you are owed a rebooking or a full refund even on a non-refundable fare. We tell you which options exist and file whichever you choose.
Several destinations require six. We flag it when we check the booking and tell you which of your onward countries will refuse boarding, before you are standing at the desk.
We quote the carrier penalty, the fare difference and our fee as one number, so you can decide before anything is touched. If the fare is flexible, the change is free and we say so.