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MEET & ASSIST SERVICE

As from 01 April 2023, Air Mauritius customers may opt for a Meet & Assist service at London Heathrow airport, in United Kingdom. This is a paid-for service wholly managed by DiamondAir International, directly billed to and payable by customers to the service provider. customers must book directly with DiamondAir International for below services.

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Click here to book your Meet & Assist service.
Customers may also choose to make booking requests through email to [email protected]

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Emergency hotline :

Office : +44 (0)20 8897 9183 (24 hour/7 days)
Mobile : +44 (0)7917 771610

Minimum pre-request: For any booking requirements within 24 hours, please call the above number.

DiamondAir will confirm booking details by e-mail within 4 hrs of receipt of the request.

Cancellation of booking:

For Departure services only, where the flight delay or disruption was not announced prior to the passenger(s) arriving at the airport, DiamondAir’s Airport Agents shall remain on duty for a maximum of three (3) hours to assist with departure service, unless additional assistance is requested and DiamondAir agrees to provide this.
A Booking will relate to only one departure, one arrival or one transit, in each case whether there is one passenger or a group of passengers. Each Booking shall be considered a separate booking and shall be treated as such for no-shows and cancellation purposes.
No Show will be Full Charge.

Meet & assist service details

Arrivals

Passengers will be met by Airport Agent, at the top of the jet bridge, electric buggy will be provided dependant on location of gate.
Airport Agent will be identifiable by holding personalised, electronic meet sign.
Passengers will be assisted through Immigration via the appropriate and fastest channel.
Passengers will be assisted with collection of luggage, baggage porters can be arrange at an additional fee, upon request at time of booking.
Passengers will be escorted through Customs and out to onward mode of transportation.
Airport Agents will wait kerbside until passengers have left the airport campus.
In the event of a mishandled bag, Airport Agent will liaise with Airline in order to locate and repatriate the bag.

Departures

Airport Agent will contact the lead passenger 60 mins prior to their advised arrival time to the airport to check travel progress.
All passengers will be met kerbside from their vehicle, outside the departures terminal at a pre-determined time and place, agreed to with the passenger.
Passengers will be assisted with all check in procedures, ensuring check in is as quick and efficient as possible.
Passengers will be escorted through to the departure lounge via a fast track entrance (subject to eligibility), or will be expedited through security check points and border controls.
Passengers will be escorted to the airline departure lounge (subject to eligibility) or to a pay-to-use lounge unless requested otherwise by the passenger(s).
Passengers will be escorted directly to the gate if the flight is boarding or met by their Airport Agent at a pre-arranged time back at the departure lounge, when the flight is ready to board.
Passengers will be assisted through to the boarding gate / aircraft.
Airport Agents will remain on duty until the flight is airborne.