FAQs about the Frankfurt Airport Online Shop
2. General questions
How can I make purchases or reserve items in the Fraport Online Shop?
Do I have to be in possession of a valid boarding pass in order to reserve articles?
Because many of our retailers only have airside shops (i.e. behind the security checks), in many cases you are required to have a valid boarding pass in order to reserve products. The reason is that unless you have a valid boarding pass you may not be able to enter the airside areas and will therefore have no way of collecting ordered items there.
The situation is different for retailers that operate shops in the publicly accessible (presecurity) areas. You don't need a valid boarding pass to reserve and pick up merchandise there.
Do I have to register in order to reserve articles?
You don't necessarily have to register in order to reserve articles in our marketplace. You can also do so as a guest. However, you enjoy many benefits if you register. For example, you can view or cancel your orders and create a shopping list. You can also sign up for our Rewards Program and start collecting points that you can redeem for attractive rewards.
Can I pick reserved articles up after landing at Frankfurt Airport?
We regret that only departing and transferring passengers may pick up reserved articles at this time.
The page doesn't display correctly. What can I do to fix it?
If this page is not displayed correctly, please check to make sure you have the latest version of your browser version installed.
How can I register to reserve articles?
You can go to the registration page from www.frankfurt-airport.de or from our e-shop by clicking the "My Airport" button. There you can register with a valid e-mail address.
The first time you reserve items, you don't have to enter your name and flight until later in the process.
Is registration free?
Yes, there is no charge for registering as a customer of our e-shop or for the Rewards Program.
Which kinds of accounts can I choose from?
You can choose between a standard e-shop account or a rewards account. An e-shop account lets you reserve products and manage your reservations. A rewards account additionally allows you to collect reward points for the items your purchase and redeem them for attractive rewards.
I haven't received a registration e-mail. What do I do now?
Please check to make sure that you have correctly provided your e-mail address. It can take up to several minutes for the registration e-mail to arrive. If the problem persists, please contact our customer service.
What do I do if I have forgotten my access data or entered my password incorrectly?
If you lose or forget your user name or password, you can request a new one by entering the e-mail address you provided when registering. A new password is e-mailed to you. You can change your password whenever you like by going to "Account & access data" in your account settings.
What are the advantages of opening a shop or LP account?
How do I log in?
After you have successfully registered, you can log in via www.frankfurt-airport.de or by clicking the "My Airport" button in our eShop.
I'd like to change my user data. How can I do that?
You can change your user data whenever you like in your account settings (click "My Account").
I want to cancel my account. What do I have to do?
To cancel your account, go to "Account & Access Data".
How do I reserve items for purchase?
How far in advance can or must I reserve items?
You can reserve items for purchase as early as three months and up to 24 hours beforehand. It may not be possible to process orders received less than 24 hours before your flight.
How many articles can I reserve? Are there any constraints or limitations on purchases of certain kinds of products?
Please observe the legal constraints on carrying liquids, aerosols, and gels into the passenger cabin. They also apply to purchases you make before departing.
There are also limits on the amounts of certain types of duty-free merchandise (alcoholic beverages and tobacco products) that you may carry. The allowed quantities are per passenger and vary depending on the destination. Details are available online, or you can ask about the allowances when picking up your order in the shop.
Managing your shopping cart and shopping list
You can place items in your personal shopping list or straight into the shopping cart. Items remain in your shopping list when you log out of the e-shop.
You can move a product from your shopping list to the the shopping cart or vice versa by clicking the button next to it.
I haven't received confirmation of my registration. What should I do?
Please contact our customer service.
I can't reserve certain articles; when I try, they are automatically moved to my shopping list. Why?
Articles that are not available in the airside area from which you are departing are automatically moved to your shopping list in case you want to purchase them another time.
Why aren't all of the articles in the shop available for my flight?
You must have a boarding pass that gives you access to the part of the terminal where the retailer's shop is located, otherwise you will be unable to pick them up. It may be the case that a retailer only has shops in zones that you can't access with your boarding pass before departing. Because of this, it may not be possible for you to reserve articles from that retailer for the flight you have entered.
When do I get confirmation that I can pick up reserved items?
You are notified as soon as the retailer has assembled the articles you have reserved and taken them to the shop for you to pick them up. This happens about 48 hours before your flight.
How can I contact the retailer about my reservation?
If you have any questions or wish to change your order, please contact our customer service.
I want to cancel all or part of my reservation. How do I do that?
If you want to change or cancel all or part of an order, please contact our customer service directly.
I can't complete my order. What should I do?
Please contact our customer service.
Can I also shop via the Fraport App?
All of the functions of our online marketplace are available from the Fraport App. It naturally also lets you access your customer account and reserve articles.
How can I pay?
Please pay for ordered items when picking them up. All major credit cards, Maestro debit cards, and cash are accepted.
When do I pay for reserved items?
You must pay for reserved merchandise when picking them up in the retailer's shop.
What currency do I have to pay in?
The shops in the terminals only accept euros (€). If you pay with a credit card, the euro amount is debited. If it is a foreign credit card, the amount due is converted into the other currency at the going rate.
6. Supply & Pickup
What delivery options are available?
Currently the only way to get the merchandise you have reserved is to pick it up at one of the retailer's shops.
Where do I pick up reserved products?
Pick the reserved articles up at the retailer's shop. We send you detailed information on the pickup location, together with the confirmation that they are ready for pickup, about 48 hours before your departure. We choose the shop that is closest to your departure gate.
What do I need to pick up my articles?
Please print out or make a note of your reservation number. You can find it in the e-mails that we send you to confirm your reservation and to let you know that the merchandise is ready for pickup.
What happens if I fail to pick up some or all of the articles I have reserved?
If you fail to pick up reserved articles before catching your flight, we will automatically cancel the corresponding orders.
Can I send a friend or member of my family to pick up my merchandise?
Someone else can also pick up your merchandise for you by presenting the reservation number.
How long will my order be kept at the shop for pickup?
Reserved articles are kept at the shop until your flight departs.
Is there a giftwrapping option?
If you would like articles to be giftwrapped, tell the shop staff when picking them up.
The date of my flight has been changed. What should I do?
If the airline changes the date of your flight or reassigns you to another flight, we will automatically notify the retailer. You don't need to do anything.
If you change your flight or departure date yourself, please contact our customer to modify your reservation.
My departure gate has been changed. What should I do?
Only very rarely is a flight's departure gate changed to a gate in a different terminal area. If this should happen, however, it may not be possible for you to pick up articles in another shop operated by the same retailer.
If there is a change, we will automatically notify the retailer. If the retailer also has a shop in the new departure area, you will be able to pick up your merchandise there as planned. If it is no longer possible for the retailer to get the reserved articles there in time or there is no shop in the new departure area, we will let you know.
7. Cancellation & Returns
How far in advance of my flight can I cancel reserved items?
You may cancel your reservation at any time by contacting our customer service.
Can I cancel all or part of my reservation on the spot?
You can also cancel reserved articles at the shop instead of purchasing them. You are of course also welcome to buy other articles there that you have not reserved.
The retailer has canceled my order. What can I do?
It is may happen that the products you have reserved are not available on the day of your flight or cannot be provided in time by the retailer because the gate has been moved to another part of the terminal. In these cases, the retailer may cancel your order. You are of course welcome to visit the shop anyway and purchase other products that you haven't reserved.
Can I return or submit complaints on articles I have already purchased?
Purchased articles are subject to the laws and regulations of Germany. If you have any complaints, please contact the retailer directly.
How can I subscribe to the newsletter?
When registering for your user account, you can choose to receive the newsletter by placing a checkmark in the "Information & Offers" box. You can also subscribe to it later in your account settings. You can cancel your subscription at any time by removing the checkmark.
I don't want to receive the newsletter anymore. What should I do?
You can cancel the newsletter in your customer account settings.
How secure are my data?
We are naturally committed to responsibly handling your data. We store captured data on your access to and use of these services in strict compliance with the provisions of the German Data Privacy Law.
How are my personal data used?
Your data are used to process your reservation. If you are a member of Frankfurt Airport Rewards, your data are also used to award and manage reward and status points. If you have given Fraport AG permission to send you additional information, we regularly let you know about promotions and special offers.