Airport Assist Ltd

Booking terms &service conditions

These terms govern all bookings for airport meet-and-assist and related services provided by Airport Assist Ltd.

15 ClausesPlus Schedule A
English LawCourts of England & Wales
48 HoursStandard cancellation window
30 DaysStandard payment terms

Key Points at a Glance

The short version

The summary below is provided for convenience only. It does not replace the full terms set out in this document, which prevail in the event of any inconsistency.

Booking status
A booking is only confirmed once Airport Assist issues a booking reference.
Pricing
Prices and availability are guaranteed only once confirmed.
Standard cancellations
Cancellations made within 48 hours are usually charged in full unless a booking-specific rule applies.
Special services
Some airports, VVIP services, and transport bookings follow stricter local terms.
Operational changes
Airport, airline, security, or terminal changes may affect how a service is delivered.
Payment
Invoices are payable within 30 days unless otherwise agreed in writing.

1Definitions and Interpretation

1.1In these Terms, unless the context otherwise requires:
Airport Assist / we / us / our
Airport Assist Ltd.
Client / you / your
the person, company, agency or intermediary booking services with Airport Assist.
Passenger
the traveller receiving the service.
Booking
a request for services that has been accepted and confirmed by Airport Assist with a booking reference.
Services
the airport assistance or related services confirmed in the booking, including any ancillary services.
Ancillary Services
services provided in addition to core meet and assist, including porter, electric buggy, golf cart, lounge coordination, transportation and similar supplementary services.
Charges
the total fees payable for the booking, including service fees, surcharges, waiting time, amendment fees, cancellation fees, taxes and approved extras.
VVIP Services
premium airport services provided through VIP lounges, VIP terminals, tarmac access or specialist operators.
1.2If there is any conflict between documents, the following order of precedence applies: (a) the booking confirmation or quote-specific terms; (b) product-specific terms; (c) destination-specific or supplier-specific terms; and (d) these general Terms.

2Booking Process

2.1Booking requests may be submitted by website, portal, email, phone or any other booking channel accepted by Airport Assist.
2.2A booking is not binding until Airport Assist has accepted it and issued a booking reference.
2.3Bookings may usually be requested up to eleven (11) months in advance, but pricing and availability are guaranteed only once confirmed.
2.4The Client must provide complete and accurate information, including passenger name, flight details, airport, route, contact details and service requirements.
2.5The Client is responsible for ensuring that passengers are aware of the terms applicable to the booked Services.
2.6Submission of a booking request, acceptance of a booking confirmation, and/or use of the Services by the Client or passenger constitutes acceptance of these Terms and any booking-specific conditions.

3Service Standards and Subcontractors

3.1Airport Assist will provide the Services with reasonable care, skill and diligence, using suitably trained personnel or approved local partners.
3.2Airport Assist may use subcontractors or local suppliers to deliver part or all of a service. Airport Assist remains responsible to the Client for the contracted Services.
3.3Airport Agents are expected to comply with applicable airport, airline, immigration, customs, safety and security requirements.
3.4Airport Assist will use reasonable efforts to ensure that passengers are treated courteously and professionally and that confidentiality is respected.

4Charges and Pricing

4.1The Client shall pay the Charges for the Services.
4.2Charges may include public holiday surcharges, late booking fees, airport surcharges, out-of-hours surcharges, waiting time, amendment fees, cancellation fees, taxes and additional services requested by the Client or passenger.
4.3Airport Assist may revise its rates on not less than seven (7) days’ prior written notice. Revised rates apply only to new bookings submitted after the effective date unless otherwise agreed. Confirmed bookings remain charged at the rate confirmed at the booking stage.
4.4A booking or administration fee may apply where stated at the quotation or confirmation stage.

5Client Responsibilities

5.1The Client must ensure that all booking information is accurate, complete and updated promptly if anything changes.
5.2The Client must ensure that passengers hold valid travel documents and comply with airport, airline, immigration, customs, health and security requirements.
5.3The Client must notify Airport Assist promptly of any delay, cancellation, rerouting, terminal change, missed connection or change to passenger requirements.
5.4Airport Assist shall not be liable for service failure, delay, additional cost or inability to perform caused by inaccurate, incomplete or late information supplied by the Client or passenger.
5.5The Client acknowledges that the Services are dependent on airport procedures, airline operations, security restrictions, local authority approvals and third-party supplier availability.

6Amendments, Cancellations and No-Shows

6.1Unless otherwise stated in the quotation, booking confirmation, destination-specific terms or supplier terms, cancellations made more than 48 hours before the scheduled service time are free of charge.
6.2Cancellations made within 48 hours of the scheduled service time are charged at 100% of the booking value.
6.3Amendments requested within 48 hours of the scheduled service time are subject to availability and may incur additional fees.
6.4No-shows are charged at 100% of the booking value.
6.5Each arrival, departure or transit service is treated as a separate booking for amendment, cancellation and no-show purposes.
6.6Airport Assist may accept amendment or cancellation instructions from the passenger where operationally appropriate, but the Client remains responsible for all Charges.
6.7Where a departure delay or disruption was not announced before the passenger arrived at the airport, Airport Assist’s agent will remain on duty for up to three (3) hours unless otherwise agreed. Additional assistance may incur further Charges.
6.8Where destination-specific, airport, airline, lounge, transport, VIP terminal or supplier-specific conditions apply, those conditions override the standard policy for that booking.

7Destination-Specific Terms

7.1Certain airports and local suppliers apply stricter cancellation, amendment or surcharge rules. These may include, without limitation, Amsterdam, Australia, Bangkok, Geneva, Irish airports, Japan, Munich, Montego Bay, Providenciales, Puerto Vallarta, Singapore, Heathrow VIP and LAX VIP tarmac services.
7.2Where destination-specific terms apply, they will be set out in the quotation, booking confirmation or the applicable schedule and will prevail over these general Terms for that booking.

8Golf Cart / Buggy Services

8.1Golf cart, electric buggy or similar mobility assistance services are offered only at airports where such services are available and permitted, and are always subject to airport rules, equipment availability, staffing, operational conditions and any airport or third-party operator approval.
8.2A request for buggy service is a request only and does not constitute a guarantee that a buggy will be available, reserved or permitted at the time of service, even where the service appears on a quotation, booking confirmation or itinerary.
8.3Airport Assist will use reasonable efforts to arrange buggy service where requested, but shall not be liable for any failure, delay, withdrawal, unavailability or non-provision of a buggy where this results from airport restrictions, equipment shortages, safety or operational requirements, weather, staffing issues, passenger late arrival, local operator failure or any other factor outside Airport Assist’s reasonable control.
8.4Where buggy service cannot be provided, Airport Assist may, at its discretion and subject to local conditions, offer a reasonable alternative form of assistance, including walking assistance, meet and escort assistance, porter support or route adjustment.
8.5The non-provision of buggy service shall not amount to a failure of the overall airport assistance service where Airport Assist or its local provider has used reasonable efforts to arrange the buggy and has otherwise provided the booked meet and assist service as far as reasonably possible.
8.6Except where Airport Assist has separately charged a clearly itemised buggy-only fee and the buggy was not provided solely due to Airport Assist’s own internal administrative error, no refund, credit, compensation or consequential damages shall be due solely because a buggy was unavailable or not delivered.
8.7Passengers requiring wheelchair services, PRM assistance or medically necessary mobility support must arrange those services directly with the airline or airport unless Airport Assist expressly confirms in writing that it has agreed to coordinate such arrangements.
Important — mobility and PRM assistance

A buggy request is never a guarantee of provision. Passengers who require wheelchair or medically necessary mobility support should arrange this directly with the airline or airport unless Airport Assist has confirmed coordination in writing.

9VVIP, VIP Terminal and Tarmac Services

9.1VVIP Services are often controlled by airport authorities, VIP lounges, VIP terminals or specialist operators and may therefore be subject to stricter payment, amendment and refund conditions.
9.2Reservation fees for VVIP Services are generally non-refundable unless Airport Assist confirms otherwise in writing.
9.3Payment may be required before a request is submitted to the relevant authority or operator. Payment does not guarantee that cancellation or refund rights will exist.
9.4Refunds for VVIP Services are available only where Airport Assist confirms in writing that the authority or operator accepted the cancellation before the service was finalised on its system.
9.5Changes requested less than 48 hours before travel may incur amendment fees or such other charge as imposed by the relevant operator.

10Transportation Services

10.1Unless otherwise stated on the quotation or trip confirmation, standard grace periods are: 15 minutes for non-airport pickups; 30 minutes for domestic arrivals; 45 minutes for international arrivals; 30 minutes for FBO/private jet arrivals; and 30 minutes for seaport arrivals.
10.2Wait-time charges begin after the applicable grace period ends and may be billed at the contracted rate.
10.3Unless otherwise stated on the quotation or trip confirmation, vehicle cancellations within 24 hours are charged at 100%; cancellations between 24 and 48 hours are charged at 50%; and cancellations more than 48 hours in advance are free of charge.
10.4Premium vehicles, specialist vehicles and custom quotations may carry different terms, and the quotation or confirmation shall prevail.

11Operational Changes and Complaints

11.1Airport Assist may modify, suspend, restrict or cancel Services where required by airport authorities, airlines, local law, security conditions, weather, force majeure, health requirements or supplier limitations.
11.2Airport Assist will use reasonable efforts to notify the Client of any material suspension, restriction or modification as soon as reasonably practicable.
11.3If the Client or passenger is dissatisfied with the Services, Airport Assist should be notified as soon as reasonably possible and ideally within five (5) working days of the service date.
11.4Airport Assist will investigate complaints raised in reasonable detail and respond within a reasonable time.

12Invoicing, Payment and Taxes

12.1Airport Assist may invoice the Client after the Services have taken place or earlier where prepayment applies.
12.2Invoices are payable in full within thirty (30) days of the invoice date unless otherwise agreed in writing.
12.3The Client remains liable for all Charges whether or not it has recovered any amount from the passenger.
12.4All amounts are exclusive of VAT and similar taxes unless expressly stated otherwise. Applicable taxes shall be added where required by law.
12.5Invoice queries must be raised within five (5) working days of the invoice date and sent to the accounts contact notified by Airport Assist.
12.6Airport Assist may charge interest and compensation in accordance with applicable late payment legislation.

13Data Protection and Confidentiality

13.1Each party shall comply with applicable data protection law.
13.2The Client confirms that it has the right and lawful basis to share passenger data with Airport Assist for the purpose of arranging and delivering the Services.
13.3Airport Assist may share relevant passenger data with airports, airlines, VIP terminals, lounges, transport providers and approved local service partners where reasonably necessary to perform the Services.
13.4Each party shall keep confidential any confidential or commercially sensitive information received in connection with the Services except where disclosure is required by law or reasonably necessary for service delivery.

14Liability

14.1Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot lawfully be excluded or limited.
14.2Subject to clause 14.1, Airport Assist shall not be liable for indirect or consequential loss, loss of profit, loss of revenue, loss of business or loss of goodwill.
14.3Subject to clause 14.1, Airport Assist’s aggregate liability arising out of or in connection with any booking shall not exceed 150% of the Charges for that booking or £2,000, whichever is greater.

15Anti-Bribery, General Terms and Governing Law

15.1The Client shall comply with applicable anti-bribery laws, including the Bribery Act 2010, and shall not offer, promise, give, request or accept any bribe or improper advantage in connection with the Services.
15.2These Terms, together with any quotation, booking confirmation and applicable schedule, constitute the entire agreement between the parties in relation to the Services.
15.3Operational amendments, booking changes and booking-specific commercial terms confirmed by email between authorised representatives of the parties are binding for the relevant booking.
15.4Nothing in these Terms creates a partnership, joint venture, agency or employment relationship between the parties.
15.5These Terms and any non-contractual obligations arising out of or in connection with them are governed by English law, and the courts of England and Wales have exclusive jurisdiction.

Schedule A

Examples of destination-specific rules

This schedule is illustrative and should be aligned to the latest operational terms used by Airport Assist before issue. Where a booking confirmation or quote states a different rule, that booking-specific rule prevails.

AMSMeet and AssistGraduated cancellation fees may apply between 24 and 72 hours, with a small handling fee for earlier cancellation.
BKKMeet and AssistEarly cancellation may allow partial refund less a handling fee; within 48 hours the service may be non-refundable.
SINMeet and AssistNight, same-day, peak-season, and terminal surcharges may apply; changes or cancellations inside 60 hours may be charged in full.
LAXVIP TarmacReservation fees are generally non-refundable and non-transferable; changes inside 48 hours may incur a 50% fee.
LHRVIP / TarmacCancellation fees are non-refundable; changes inside 15 hours may be refused or charged up to 100%.
TransportVehicle ServicesGrace periods and wait-time charges depend on pickup type; premium vehicles may carry custom cancellation rules.

Codes shown are airport / service references. Full destination terms are provided with the relevant quotation or booking confirmation.

Questions About These Terms

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Our bookings team is available 24 hours a day, seven days a week, on +44 20 4517 7711 or at meet@airport-assist.com.

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