The Daily Telegraph - Saturday - Travel
The rise of the airport concierge
The airport experience has long been the hurdle over which you have to leap before you reach the beach. And the pandemic has only served to increase the stress. Horror stories of broken e-gates, five-hour immigration queues and inconsistent application of Covidrelated rules have dampened the restart of international travel. No surprise, then, that some travellers are turning to airport concierges to hold their hand through the experience.
Most options tend to include a concierge meeting you at your car, then whisking you to the front of the bagdrop queue and security lines. Sometimes lounge access will be included and there won’t be any checking of the departure board – your concierge will lead you to the gate, where you will also receive priority boarding. But it’s not just the one per centers who are booking the service. Christina Lawford, director of DiamondAir International, which operates in more than 600 airports worldwide, says the pandemic has alerted a new type of traveller to the world of airport concierges.
“We’ve got our bounce back really
early because, if people are concerned about travelling, they can get another level of assurance with our service.”
She says client demographics have “opened up” since the onset of the pandemic. Fears surrounding Covid may have led to a desire to be expedited through the airport and not stuck with hundreds of others in airless rooms, or perhaps passengers just feel out of practice after not flying for a while. DiamondAir’s services at Heathrow start at £150 for two travellers.
Christina’s sentiments are echoed by Ron Gorfinkel, who founded the USbased Royal Air Concierge in the wake of 9/11. He says bookings are back to pre-pandemic levels in some countries, though flight numbers remain lower than normal. Many clients fly economy and range from stressed-out families to those with limited mobility and anxious travellers who may not be tech-savvy or comfortable using phones for admin.
Ultra-luxurious options also exist for those who feel first-class lounges are not exclusive enough. Last month, the Duke and Duchess of Cambridge were spotted at Heathrow’s Windsor Suite – essentially a private terminal where 96 staff cater to a handful of guests’ every whim, including a chauffeur service and a personal butler serving a menu by top chef Jason Atherton. At £3,300 for three guests it’s not cheap, but you do get unlimited Dom Pérignon (full story: telegraph.co.uk/tt-airportconcierges).