Safety

Official assistance comes first

HelpMeToFly does not replace airline or airport assistance. If a traveller needs wheelchair support, medical help or special assistance, book it with the airline or airport. Helpers are fellow travellers, not carers or professionals.

Adults only

Help can only be arranged for travellers aged 18 or over. If a child is flying alone, book the airline's unaccompanied minor service. Children travelling with an adult are welcome.

What we check, and what we don't

• Every member confirms their email address before they can ask for or offer help.
• We don't check identities or review members before they join. Anyone can ask, and anyone can offer. That's why contact details stay private until you say yes, and why the video call below matters.
• When a flight number is given, we check that the flight operates on that date and route, and show Flight confirmed. This shows the journey is real. It doesn't prove who is on board.

Have a short video call before you travel

Once help is agreed, we recommend a 5-minute video call between the traveller, the family and the helper, on any app you like. It helps you recognise each other at the airport and agree where to meet. You know best who you feel comfortable with. If something doesn't feel right, cancel the arrangement and tell us.

Never carry anything for anyone

Do not accept packages, bags or items from other people, even if they seem harmless. HelpMeToFly does not support carrying goods. Report anyone who asks you to.

Meet in public

• Meet only in public areas of the airport, such as check-in halls, gates or arrivals.
• Keep your own documents, money and valuables with you at all times.
• Don't share passport details, payment information or other sensitive data.
• Tell family or friends who is helping you, and when.

Your privacy

Your phone number is shown only to the traveller you're matched with, and only after help has been agreed. Your email address is never shown to other members. Chats stay inside HelpMeToFly, and our team may review them for safety. Keep conversations about the journey, and report anything that makes you uncomfortable.

If something feels wrong

• In an emergency, contact airport staff, airline staff or local emergency services straight away.
• Use Report on any match page or chat message to tell our team. We review every report, and can suspend accounts.
• Use Block to stop seeing someone in your matches.