FAQ

I. SERVICES

Where does myAirpal operate?

Worldwide, so long as there are commercial flights and an Airpal available on your flight.

Does myAirpal have work hours?

- Our Customer Support is available 24/7 to receive your calls or text messages.
- We are reachable via WhatsApp as well as on the same number.
- For email, expect a response within 24 hours.
- Please refer to our Contact Us page.

How do I search for an Airpal?

1. If you’re not a registered user, on myAirpal homepage, click on the button Find an Airpal and it will take you to the Find an Airpal page.

The page will require you to register first in order to see an Airpal’s availability. If you are registering on behalf of the traveler (your parent, relative, friend, etc.), please enter your information first. We will ask about the traveler’s information later.

Once you hit the Register button, please wait a few minutes for an email confirmation to verify your email address and to activate your myAirpal account. This step is necessary to ensure account security.

Once verified, you can now log in on the website and search for an Airpal by entering the traveler’s flight information and the type of service (for senior, people with disabilities or people requiring special assistance) that you require.

Once you hit the Find Airpal button, there will be a search result. If there is none, it means there is no Airpal available on the flight and you might want to check again some other time or, if possible at all, consider changing the flight date by leaving the Date field empty to see if there are Airpals available on other dates.

If you find an Airpal match, you can proceed with the booking process.

2. If you’re a registered user, log in to the website and search for an Airpal by entering the traveler’s flight information and the type of service (for senior, people with disabilities or people requiring special assistance) you require.

Once you hit the Find Airpal button, there will be a search result. If there is none, it means there is no Airpal available on the flight and you might want to check again some other time or, if possible at all, consider changing the flight date by leaving the Date field empty to see if there are Airpals available on other dates.

If you find an Airpal match, you can proceed with the booking process.

How do I become an Airpal?

-On myAirpal homepage, click on the button Become an Airpal and it will take you to the Become an Airpal page.

- You must be 18 years of age or older to sign up. Fill out all the required information. We will run a background or identity check based on your Social Security or National ID Number and inform you accordingly if you do not pass.

- Once you hit the Register button, please wait a few minutes for an email confirmation to verify your email address and to activate your Airpal account. This step is necessary to ensure account security.

- Once verified, you can now log in to the website as an Airpal and list your flight availability and rates on the Add Flight menu item.

As an Airpal, can I also search for an Airpal in case I need to book a service on behalf of my traveling parent, relative, etc.?

Yes, you can book in the same way as always. Log in using your Airpal username and password, click on the tab “Find an Airpal” on the menu and follow the rest of the booking steps.

Do you offer a service for unaccompanied minors?

Not at this moment. Our services are currently only available for seniors, people with disabilities and those requiring special assistance (i.e. foreign travelers with language barrier, people new to air travel) that are 18 years of age or older.

As an Airpal, what happens when I receive a booking request from a customer?

You will be notified via email about the incoming request. You are to confirm the request by either accepting or declining it within 48 hours. If there is no response from you after 48 hours, it will be an automatic decline. The customer will be informed accordingly about your decision.

As a customer, what happens after I hit the “Request” to book button?

- The button will change to Pending and your request sent to the Airpal. Within 48 hours, you will be notified via email whether the request is accepted or declined by the Airpal.

- If approved, you will then have 48 hours to proceed with the booking and payment process. Otherwise, the approved request will be nullified.

As an Airpal, what happens after I approve or decline a request?

- After your approval, the customer will be notified and given 48 hours to proceed with the booking and payment process. Otherwise, the approved request will be nullified.
- If you decline the request, the customer will be notified.

When can customers and Airpals contact each other?

Once a booking is confirmed/accepted. Communication is important to sort out the details of your meeting point at the airport, preferences or if you have any other queries. Although not always possible, meeting in person or doing a video call prior to your departure date is always recommended to make sure you feel comfortable about the person you are traveling with and confirm the travel assistance services that are needed.

As a customer, when can I give a review?

Once your trip is completed, you will receive an email with a link to review your Airpal. Alternatively, you can always log in to your myAirpal account directly, go to your Bookings and click on the completed trip. There will be a button there to add a review.

As an Airpal, how do I get reviews and comment on them?

You will get notified via email if a customer gives you a review, you will need to log in to your myAirpal account to comment on it (optional).

How do I report a safety concern to myAirpal.com?

Please address your concern to contact@myairpal.com. We shall get back to you within 24 hours.

II. MANAGING YOUR ACCOUNT

How do I update my personal account information? (Password change, contact information update, etc.)

Log in to your myAirpal account, go to your Profile and you can edit all your information there, except for your username. Once done, click on the Update button to save your changes.

Do people see my personal information?

- As a customer, your Airpal will be able to see your name and contact information once you hit the Request button for the type of service you require.

- As an Airpal, your public profile will only contain your name, the flight information you listed, your one-liner headline, cancellation policy and ‘more about you’ information that you gave upon registration. Once a customer finishes with the booking process, s/he will then be able to see your contact information.

How do I close my account?

Please submit a request to contact@myairpal.com. We shall close and delete your account within 48 hours.

III. AIRPAL PROFILE & APPROVAL

How can I create a better profile?

- Make sure you upload a well-lit, clear frontal photo (no sunglasses). This is the first picture people will see on your profile.

- Give a clear one-liner headline about your skills, for example “Very attentive. Speak fluent English and Spanish.”

- In the More about You section, you may want to include: (i) What kind of personality, certifications (i.e. CPR) you have and why you want to be an Airpal. (ii) Any information you would like to know from your future clients, i.e. language, medication needs, etc.

Why was my profile picture not approved?

It could be that the size exceeds 32MB or it included inappropriate content.

Why was my profile not approved?

It could be that you are younger than 18 years old in which case you shall receive an error message upon registration. Another reason could be the fact that you did not pass the background/identity check in which case you shall receive an email informing you about it.

IV. PAYMENT

What type of payment can I use?

Credit card payment via PayPal or Stripe. We accept all major credit cards.

Which currency do you accept?

Through PayPal and Stripe, we support all major currencies. However, PayPal and Stripe will convert it to US dollars using their respective daily conversion rates. Please refer to their websites for the list of currencies that they support.

Is it safe to transact on the website?

- Yes, it is. Upon registration, we send you a confirmation email to activate your account and to ensure account security. You can only log in once you confirm your email address.

- When you log in to your account, we take all precautions to protect your account. Sign-in uses a secure server connection (https://). We use Transport Layer Security (TLS)/Secure Socket Layer (SSL), the industry standard in secure server protection.

- Furthermore, your account is also protected by the unique password that you create. Remember these guidelines when creating your password:
(i) Avoid passwords containing your user’s real name or username
(ii) Use passwords with a minimum length of 8 characters
(iii) Use passwords with a minimum of three of the following mix of character types: uppercase, lowercase, numbers, non-alphanumeric symbols (i.e. ! * # $ % < >)
(iv) Avoid passwords consisting solely of a word with slight modifications
(v) Avoid usage of modifications or increments of a recent password for the account
(vi) Avoid using common words or phrases as your password
(vii) We also recommend that you keep your password confidential; sharing your password can compromise the security of your myAirpal account
(viii) Passwords should be changed frequently (at least every 90 days)

If I’d like to tip my Airpal, how can I do so?

Once your trip is completed, you will receive an email with a link to review your Airpal. Below the Review button, there is a check box to add a tip (in USD). Alternatively, you can always log in to your myAirpal account directly, go to your Bookings and click on the completed trip. Below the Review button, there is a check box to add a tip (in USD).

How do I change my credit card on file?

We do not store your credit card information in our database. It is with your selected online credit card processor, either PayPal or Stripe. If you need to update your credit card, you may do so through your account with them.

How do I remove my credit card information from my account?

We do not store your credit card information in our database. It is with your selected online credit card processor, either PayPal or Stripe. If you need to remove your credit card information, you may do so through your account with them.

I think I’ve been double-billed!

Please email contact@myairpal.com. We will investigate the problem and inform you accordingly within 48 hours.

How do I view the payments I’ve made to myAirpal.com?

You should be receiving an email receipt per each transaction done on myAirpal, from your selected online credit card processor, either PayPal or Stripe.

As an Airpal, I receive 85% of payment. Where does the remaining 15% go?

The 15% is for myAirpal services (to innovate and maintain a secure platform, 24/7 customer support, and for building better tools) and the payment transaction fees via PayPal or Stripe, worldwide.

For Airpal payouts, do you have any other payment method besides PayPal?

We currently only use PayPal for payouts. If you do not have a PayPal account yet, we recommend setting one up (joining PayPal is free).

V. CANCELLATIONS

What happens if my flight gets cancelled?

- You can arrange and synchronize the next flight schedule with the same Airpal or try to find a new Airpal. If this is not possible, please email contact@myairpal.com to cancel and get a full refund.

- In the event of certain emergency situations (force majeure) beyond the control of Airpals and/or customers that make it impossible or impractical to perform agreed bookings (such as evacuations or flight cancellations resulting from earthquake, hurricane, wildfire, flood, war, riots or other similar disaster), we may, in our reasonable discretion, issue refunds under the terms that vary from an Airpal’s selected cancellation policy.

What happens when my flight gets delayed?

If your Airpal stays with you for the rescheduled flight, then your booking is not impacted. However, if your Airpal decides to change his/her itinerary, please contact us and we will try to find another Airpal on the spot. If not possible, we will give you a full refund. Airpals do not get paid for any services not rendered.

What happens if my Airpal cancels?

If an Airpal cancels a booking prior to or during the service period identified in the booking, we will refund the fees you paid for services not provided, as well as any service charge paid to us. If you are an Airpal, you can appoint a substitute Airpal (as agreed by the customer and so long as the substitute has an active account on the website and has agreed in writing to accept a booking) by contacting us to modify the booking. If you do not find a substitute and repeatedly cancel accepted bookings without justification, we may terminate your account.

As an Airpal, what happens when my client cancels?

If a client cancels a booking prior to or during the service period specified in a Booking, we will refund fees in accordance with the cancellation policy selected by the Airpal on the website. All Airpals are required to select a cancellation policy upon registration and profile set-up on the website, so that clients are aware of the policy prior to booking.