FAQs

Background Information

• What can an airport guest order using Order Now?
  • Order Now allows airport guests to order food and beverages online from participating restaurants for collection in-store.

• Can I order from all restaurants at CPH using Order Now?
  • You can order from all participating restaurants, which are listed on the homepage https://ordernow.cph.dk.
  • We are constantly working on adding exciting and new products from our restaurant partners to the Order Now platform.

• Is there a charge to use Order Now?
  • There is no charge to use Order Now. All prices listed on the platform are the same as in-store.

• Is Order Now administered by CPH?
  • CPH has chosen Servy Technologies Limited (Servy) as trusted partner for the service. This means that when you order through Order Now, you enter into agreement with Servy and not CPH. You can find out more about Servy by clicking here.

• How do I contact Servy’s customer service?
  • If you have any questions regarding your order or the service in general, please contact Servy’s customer service at help@servy.us.

How to order using Order Now:

• How can I access Order Now?
  • There are numerous ways of accessing Order Now including:
    • Through the dedicated webpage at https://ordernow.cph.dk.
    • By scanning any of the QR codes found throughout the airport concourses, at participating retailers.

• Can I order using Order Now before reaching the airport (pre-order)?
  • Pre-order is definitely something we hope to offer in the future, but at the moment we are unable to offer this function.

• How can I order food and drinks using Order Now?
  • Airport guests can order food and beverages from participating restaurants.
  • Simply load up your basket and pay for your items and your order will be processed.
  • Notifications will be sent to you during preparation to advise you for your order status.

• I have a promotional discount code. How do I redeem it?
  • Add your discount code at checkout and this will be applied automatically to your basket.

• Where can the orders be collected from?
  • Follow the instructions in the order confirmation and head to the “Order Collection Point” at the chosen restaurant where you will need to show your order confirmation.

• How will I know that my Order Now order has been accepted?
  • When payment has been made, you will receive an email / SMS to confirm the Order Now order and advise of the estimated delivery time.

• How can I track my Order Now order?
  • You will receive a further email / SMS when your Order Now order is on the way to ensure you are available at the agreed delivery point.

• Can someone else collect the order on my behalf?
  • A customer can share their order details and order confirmation with someone else in their party to collect the order on their behalf.

Issues with my order:

• Who should I contact if I have feedback about Order Now or wish to make a complaint?
  • If you have feedback or wish to make a complaint, please email help@servy.us or fill in the feedback from available here.

• I have changed my mind. How do I cancel an order?
  • Orders placed through Order Now cannot be cancelled as these are perishable items prepared as soon as the order is submitted.

• What happens if my order is not ready or is not delivered before I am due to board? 
  • If your order is delayed and you are unable to wait, please let us know by sending your order details via the Guest Help Form here and we will be happy to rectify.

• Can I change my order after it has been placed?
  • It is not possible to change your order once it has been received by the outlet. However, additional items can be added at the restaurant upon collection if required.

• When do I get charged for my order?
  • Transactions are pre-authorised once your order is submitted and charged when your order is collected.
  • You will receive an email from Order Now powered by Servy containing an itemised receipt once your order is picked up. Servy is the merchant of record on your credit card statement, but all merchant information is included on your receipt.

• I did not receive a receipt for my order. How can I get a copy?
  • Please email us at help@servy.us and we will be happy to send a copy.

• What happens to my credit card information after the transaction has completed?
  • No credit card information is stored by Servy; instead it is passed on to our payment processor via dual-layered encryption. Servy maintains PCI compliance for all payments.