AirGarage customer service — expert practical guide

Overview and scope of support

AirGarage (founded in 2017) is a technology-first parking operator that combines automated gate control, license-plate recognition, and marketplace reservations to manage parking assets for property owners and drivers. Customer service covers three main audiences: drivers who reserve or pay at a lot, property owners/hosts who use the platform to monetize parking, and on-site staff who operate facilities. Each audience has distinct SLAs and support expectations; understanding which role you are contacting support as will shorten resolution time.

The company’s public support entry point is the website and in-app help center (https://www.airgarage.com/support). Most operational issues are handled through the app or the online portal where the platform logs events, timestamps, and photos — critical evidence for disputes. For fast outcomes, prepare the transaction/reservation ID, license plate, and timestamps before contacting support.

Primary contact methods and response expectations

AirGarage favors in-app and web-portal requests because they automatically attach the lot ID, reservation metadata, payment receipts, and diagnostic logs. Submit a ticket at https://www.airgarage.com/support or use the “Help” button inside the mobile/web app for the quickest automated capture of evidence. Email and phone inquiries may be slower because they require manual linkage to the event record.

Typical response timelines you should expect: automated acknowledgements immediately; human responses for urgent access or safety issues within 1–4 hours during business days; billing and non-urgent requests within 24–72 business hours. If an issue is time-sensitive (towing, gate malfunctions, safety), state “URGENT” with the lot name and exact timestamp — that will trigger priority handling.

Common issues and step-by-step resolution process

Typical driver problems include mistaken charges, duplicate reservations, plate recognition errors, and gate entry failures. The standard troubleshooting sequence AirGarage (or a professional parking operator) follows: 1) verify the reservation and payment record, 2) review LPR (license plate recognition) images and gate logs for the stated time window, 3) cross-reference lot staffing or camera footage if available, and 4) issue a pro-rated refund or credit if the platform confirms an error. For most billing adjustments, expect resolution or a formal update within 3–7 business days.

For property owners, common concerns are payout timing, reporting discrepancies, access control integration, and rate setting. Owners typically receive weekly or monthly payouts depending on contract terms; reconcile payouts with the portal statement (line items include gross revenue, platform fees, and third-party processing fees). If integration issues arise (Gate controllers, LPR mismatch), support will request network logs and device serial numbers to escalate to technical ops; this often involves a 24–72 hour engineering review followed by an on-site technician if hardware replacement is necessary.

Refunds, cancellations, pricing mechanics

Pricing on the AirGarage platform varies by market and lot: transient rates commonly range from $2–$25 per day in U.S. cities, while monthly passes typically reflect local demand ($50–$300/month). Platform fees and payment-processing fees (card network fees ~1.5–3.5% plus a fixed cent amount) are subtracted before owner payouts. Cancellation policies are set per lot — some allow free cancellation up to 1 hour before entry, others are non-refundable; always check the lot’s policy on the reservation screen before paying.

Refunds are normally processed back to the original payment method. Expect a refund to be issued within 1–3 business days by the platform and to appear on your card statement within 3–10 business days depending on card issuer processing. For time-based, pro-rated refunds (e.g., early check-out), the adjustment calculation will be shown in the refund confirmation and the net amount reflects any non-refundable fees disclosed at booking.

Security, privacy, and required documentation

Support frequently asks for specific documentation to validate claims: reservation or transaction ID, full date/time of incident, license plate number, photos (if you have them), and the last four digits of the card used. These items let support match events to system logs quickly and reduce back-and-forth. For property owners, account verification may require business name, EIN, and a scanned copy of a government ID to satisfy KYC and payout setup.

AirGarage leverages standard industry practices for payments and data protection (payments processed via PCI-compliant processors; PII handled under a published privacy policy). For exact retention periods or data-disclosure requests, refer to the privacy section at https://www.airgarage.com/privacy or request a Subject Access Request through the support portal; expect up to 30 days for a full response under most privacy regulations.

How to get the fastest, most favorable outcome

Be concise and submit all required evidence in the first ticket. The top five items that materially speed resolution are: lot name, reservation ID, license plate, precise timestamps, and a photo or screenshot of the charge receipt. If your issue is billing-related, include the payment method (last four digits) and the transaction amount.

• What to include in your initial ticket: reservation ID, license plate, date/time window, screenshot of charge, contact phone/email, and a short factual description (one or two sentences).
• When to escalate: no reply within published SLA (72 business hours for non-urgent), discrepancy in payout amounts over $100, or unresolved safety/access issues — clearly label “ESCALATE” in the portal subject line.
• Evidence to retain: app screenshots, gate receipts, camera stills, and correspondence timestamps; these reduce disputes and speed refunds.

Escalation path and external options

If the initial support channel does not resolve the problem, request escalation to a named manager or the billing specialist via the support portal. Document all interactions (ticket numbers and timestamps). If you have a legitimate billing dispute that remains unresolved after 7–14 days, your next step is to file a dispute with your card issuer (chargeback) — banks typically allow 60–120 days from the transaction date, but check your card terms.

For property owners with contract or payout disputes, review the signed service agreement and, if necessary, request mediation under the contract’s dispute resolution clause. Consumer protection complaints (state attorney general or consumer finance agencies) are a last resort after internal escalation; include the ticket trail and evidence in any external complaint.

What is the phone number for AirGarage?

If you can not access the online payment portal, you can also pay by calling (877) 384-3824. Please be advised that Tire Tag will charge you an additional $10 administrative fee if you choose this option.

How to get out of AirGarage ticket?

If you received a parking violation that you feel you should not have received, please email us directly at [email protected] with a photo of the violation, your license plate number and your phone number. Once the error has been confirmed, we will remove the violation from your account.

How do I cancel my AirGarage?

App Users:

1. Open the menu bar by clicking the icon with three lines in the top left corner.
2. Select the “Active Rental” tab.
3. Select the orange “End Rental” button.

What is the phone number for AirTV 24 hours?

Additional information on these accessibility features can be found at AirTV.net/Accessibility, or by calling Customer Support at 866-974-1354. Warranty information can be found at AirTV.net/Warranty.

Who owns the AirGarage?

AirGarage was founded by Scott Fitsimones, Jonathon Barkl, and Chelsea Border in 2017.

Is AirGarage legit for employees?

AirGarage has an employee rating of 3.8 out of 5 stars, based on 23 company reviews on Glassdoor which indicates that most employees have a good working experience there.