Help and Assistance
In case of an emergency, dial 9-1-1 immediately and/or seek airport staff assistance.
For assistance during your travel, you can contact ToMo through the app or call 202-350-1243.
Don't forget that you can also contact the person who is travelling with you through the app.
For common questions, find some of our answers below.
Safe travels!
Safety
How do I know the person I am meeting at the airport is the one announced in the App?
The advantage of meeting for a flight is that you both require a REAL ID compliant identification document (state drivers license, passport etc.) You can of course request to see ID when you meet. Remember that the TSA will also check your IDs when you pass through security. As an added layer of authentication, you are both provided with an identification word in your booking. That word is unique to your booking, and you can use it to authenticate each other.
How do I know I can trust the person I'm meeting?
Using ToMo or not, your fellow passenger is scheduled to travel with you to your destination on the same flight. As required by law, all flights to, from or through the US are required to submit a Passenger name record to the Department of Homeland Security. If your fellow passenger is ticketed on your same flight, you both are screened in the same fashion, in addition to the physical security checks you must submit to at the airport (such as the TSA screening). You can learn more about this on the Customs and Border Protection website (https://www.cbp.gov/travel/clearing-cbp/passenger-name-record).
How can I prevent someone from just robbing me at the airport?
As when traveling alone, all passengers should be vigilant of their surroundings. However, we do our best to ensure that our ToMo meeting points are near a public service or airport authority safety stand to minimize risks of opportunity thefts. These are intended to deter malicious acts and to provide a support point for any other issues (such as no-shows). All airports have heightened security measures to ensure the safety of all passengers.
I still don't feel safe. Can I just cancel?
- If you are the person requesting assistance, you can cancel your booking anytime. If you cancel within 30 min. of your meet time, or after, the person providing assistance will still receive the agreed benefits. - If you are the person providing assistance, you must cancel 30 min. prior to your meet time. If you cancel inside 30 min. of your meet time, or after your meet time, you are requested to either: 1. Wait until ToMo finds an alternate passenger willing to assist, OR 2. Contact and wait for airport support staff to provide assistance to the passenger requesting assistance. Please contact ToMo through the app if you have any questions or doubts.
What if the person I am helping gets sick or has a problem?
Do as you would if you were a passerby: provide all the assistance you can, including dialing 9-1-1 and calling for support authorities. If you are not a qualified medical professional, do not try to solve the problem alone and seek all available help around you. As a volunteer, you are someone who can notice a medical emergency first, but you are not expected to be the emergency responder.
Will I be held responsible/liable if the person I travel with has an issue?
No more than any other fellow passenger or passerby that would provide a lending hand at the airport. The authorities determine liability and responsibility based on their investigation. ToMo connects two people, but does not expect or require either party to do more than just walk together from the curb to the departure aircraft for their flight.
On Travel Day
What if I am running late?
If you already know you are going to be late to meeting your fellow passenger, please communicate with them through the ToMo app to ensure you keep them up to date and they don't leave or get rebooked with another passenger. If you are more than 15 min. late, ToMo will automatically search for a replacement for your fellow passenger. If one is found prior to your arrival, your booking is automatically cancelled.
I am at the airport but not at the meeting point. Can we just meet somewhere other than the ToMo meeting point?
No. You must meet at the ToMo provided meet point.* This is for several reasons. 1. Some passengers that require assistance may not be capable of moving to an alternate meeting point. 2. Societal pressures may cause some passengers to feel obligated to agree to another meeting point but in reality they may not want to go through the motions of changing the rendez-vous point. So to keep it as simple as possible, ToMo will take the blame for not changing the meeting point. Exception *If you are a passenger in need of assistance and you were dropped off at the wrong point, please contact ToMo using the app and we will coordinate with your fellow traveler.
I am helping someone but they have several bags/objects for me to help with. Can I refuse?
When you agree to help, it is expected that you can help carry/pull a single carry-on sized suitcase or stroller. Those requiring assistance are aware of this during their booking. However, if they attempt to make you do more than expected, please do your best to provide reasonable assistance, including suggesting that some items be checked in. As a reminder, most airlines limit the number of carry-on items to one personal item and one bag per passenger. Make an effort to at least help carry one carry-on on behalf of your fellow passenger. Make sure to contact ToMo at the end of your trip to see if you are eligible fo extra compensation for having to deal with this difficult situation.
How does it work when dealing with security?
When going through any sort of security screening or checkpoint, you are always expected to hold and carry your own bag. If you are stopped by any security, airport, or law enforcement authority, all passengers must hold their own bags regardless of their booking with ToMo. All passengers must answer questions related only to their bags. If at any point during your transit an airport or other competent authority seizes a bag, the passenger providing assistance is released from any of their obligations. At no point can the passenger requesting assistance claim that their helper is at all the owner, packer or proprietor of their luggage.
If one of us needs to use the restroom, do we both go?
No. Regardless of your gender, you are not expected to enter the restrooms together. You may choose to leave your luggage with the other party, or you can take it with you to the restroom. It is strongly suggested that the waiting party does not move during this period to make it easier to find each other after.
My flight has been delayed/cancelled.
Silver lining to this news: since you are both travelling on the same flight, you both are facing the same issue. Delay: If your flight is delayed, you should still arrive at the airport at the ToMo assigned time, in order for you and your fellow passenger to be ready in the event the delay is not as severe as originally announced by the airline. Cancellation: If your flight is cancelled, your ToMo booking will also be cancelled. You will need to rebook with ToMo for the new flight on which you are rebooked by the airline (if you choose to still travel).
My co-traveler is accompanied by a pet. What do I do?
Allergies: If you are allergic to the type of animal that your fellow passenger brought, please contact ToMo so that we can cancel your booking and find an alternative. All other cases: Pets are the responsibility of their owners. The person who owns the pet will also be the one responsible to walk/carry them, regardless of whether or not they are the person requesting assistance. Helpers are not expected to carry kennels/cages nor hold pets on leashes or other forms of animal control. Any issues with pets are to be resolved solely by the owner, just as if they were travelling alone. If the pet creates issues for the fellow passenger (biting, aggressiveness etc.), travelers are encouraged to seek a resolution directly with airport authorities as if they were facing this situation as a solo traveler. ToMo will provide all documentation as required by authorities to validate the booking that two people were scheduled to meet at the airport for providing assistance, but ToMo does not endorse nor encourage providing assistance to anyone or anything other than the individuals matched.
My co-traveler didn't pass the security screening. What now?
If you are requesting assistance, please contact ToMo so that we can help you coordinate additional support for you from the airport services. If you are providing assistance, please check with TSA to ensure that your fellow passenger is not simply delayed. Once confirmed that your fellow passenger is not getting through, you are free to continue to your flight. Simply send ToMo a message and we’ll cancel your booking for you.