These terms and conditions (“Terms and Conditions”) are important and should be read carefully. Please print a copy for your records.
The AirportVIP Services are operated by Worldwide Travel Concierge Ltd., with company number 7973951, registered office at Cutlers Exchange, 123 Houndsditch, London, EC3A 7BU, England. (“Us/We”)
You understand and agree that these Terms and Conditions apply to all use of the airport VIP services (“AirportVIP Services”) as detailed in these Terms and Conditions and any additional terms that are notified to you during the booking process and made available to you in our website www.airportvip.com or by such other means as We deem reasonable in the circumstances in relation to specific airport VIP services as may be amended by Us in our sole discretion from time to time.
The AirportVIP Services are subject to availability and may change from time to time.
Where any such change or withdrawal of AirportVIP Services affects bookings that have been confirmed by Us, We will contact you via telephone or email as soon as commercially possible to advise you.
We may vary these Terms and Conditions from time to time at our sole discretion. Any amendment to these Terms and Conditions will be posted at www.airportvip.com/terms_of_use or such other website as we notify you from time to time.
AirportVIP Services are provided by third party organizations (“Suppliers”). There may be specific rules and policies in place at certain airports, which We or the Supplier will explain to you during the reservation process. We or the Supplier may also communicate and explain about the specific rules and policies via email, telephone or by such other means as We deem reasonable in the circumstances. By using the AirportVIP Services, you agree to be bound by these specific rules and policies.
We will use reasonable endeavours to ensure the services are provided as advertised, but We do not warrant nor guarantee this and We are not liable for any loss to you or any co-traveller, arising directly or indirectly from the provision or non-provision (whether in whole or in part) of the advertised service.
AirportVIP Services offer airport concierge services at various airports around the world, where a representative shall meet you at the airport (depending on the services requested) and will attempt to assist you with various elements and procedures during the departure, arrival or transit process.
The AirportVIP Services available at each airport vary due to local conditions, rules, regulations and similar, and are described during the booking process (“Terms of Service”).
You acknowledge and agree to read and abide by the Terms of Service, as these define what services are included within the AirportVIP Services for your specific journey.
Your booking will cover you and any co-travellers booked and confirmed by Us (the “Customers”) for the services of the Supplier’s representative (“Representative”) at the airport for a certain maximum number of hours, which will be detailed in the Terms of Service. AirportVIP Services for children and the fees vary across the Suppliers, Customers are advised to check with the Us or the Supplier directly before traveling. If you require the services of the Representative for additional hours, then this must be arranged directly with the Representative on the day of the service and will incur additional payment, which must be made directly to the Representative in advance of the additional services being provided, or as otherwise agreed with the Representative.
You understand and acknowledge that the services of the Representative beyond the standard maximum number of hours contained in the Terms of Service cannot be guaranteed and may incur additional costs that you will solely be liable for.
The Representatives are not insured, contracted or similar, to carry or store your baggage. Unless specifically stated as being included in the Terms of Service any porterage charges are not included in the AirportVIP Services and you will be solely liable for such charges.
Any porterage must be arranged directly by you at the airport (which the Representative may assist with) and any charges payable must be made directly to the porter or porterage company concerned. We are not under any circumstances responsible or liable for any such service or payment for any such service. You also acknowledge that such porterage service will be provided at the sole discretion of the Supplier and/or Representative as appropriate.
Prices do not include fees such as foreign departure tax, immigration clearance charges, visa fees, security charges, customs taxes.
AirportVIP Services are only available to Customers. Prices do not include any additional travellers not named at the time of booking. Such persons are subject to an additional surcharge if they accompany the Customer(s).
Unless otherwise confirmed by Us in the Terms of Service, AirportVIP Services do not include entry to an airport lounge. Airport Lounge access may be available at selected airports subject to additional charge. Should you and/or any co-traveller wish to access an airport lounge, you and/or the co-traveller need to arrange the visit and fee payment with the Representative at the airport.
Prices do not include discretionary gratuities to Representatives.
For bookings made on our website at www.airportvip.com (the “Website”), you enter your reservation requirements (“Reservation Request”) and see a quotation for the service. For the avoidance of doubt the price provided will be a quote and not an offer. If you wish to complete the booking, the quotation needs to be confirmed by you in the reservation process. Once you have confirmed the quotation and proceed to payment (“Booking Fee”), you will then receive a confirmation email (“Booking Confirmation”) to the email address provided to Us in the reservation process. Your booking is not confirmed until you have received the correct Booking Confirmation from Us.
For bookings made by telephone, you provide your Reservation Request to Us and We will quote a price for the service. If you wish to complete the booking, the quotation needs to be confirmed by you and our staff will take your details and you must then pay the Booking Fee. You will then receive a Booking Confirmation to the email address provided to Us. Your booking is not confirmed until you have received the correct Booking Confirmation from Us.
Bookings made within 72 hours of the commencement of the AirportVIP Services, and/or for more than 4 people, and/or in connection with flights for which We do not hold details on our Website, can only be made by telephone. In such cases, our staff will take your Reservation Request, and may need to contact the Supplier for availability and pricing. When We have these details, We will contact you and provide you with a quote for the Booking Fee, and you can then decide whether to pay this and proceed with the booking process or cancel the Reservation Request.
A Reservation Request will be deemed to be accepted and confirmed only when We have issued a correct Booking Confirmation with a booking reference number, and have received the Booking Fee in full, cleared funds.
A Booking Confirmation will not be sent until the full Booking Fee has been received by Us.
When you have paid the full Booking Fee, this constitutes acceptance of these Terms and Conditions and that of our Suppliers, which take effect immediately but will not constitute acceptance by Us until you have received the correct Booking Confirmation.
When you make a booking with Us, you will receive a confirmation email, which constitutes your Booking Confirmation and will include all details of the booking, including a booking reference number. You must check these details carefully and notify Us immediately, quoting the booking reference number, if there are any errors. Please contact Us at: email@example.com or on +44 (0)20 8865 3202.
You acknowledge and accept that it is your sole responsibility to ensure that the information supplied in your Reservation Request is correct. We will not be responsible in any circumstances for incorrect, incomplete or similar information supplied at the time of booking including but not limited to dates, flight numbers, arrival or departure times.
You will be sent a final booking confirmation email (“Final Booking Confirmation”) generally 24 hours before commencement of the AirportVIP Service, this will contain the contact details for the Representative that will be providing the AirportVIP Services for you and must be kept with you when travelling.
Further, you acknowledge and accept that it is your sole responsibility to ensure that the contact details you provide when making your Reservation Request (including but not limited to the email address and contact telephone number) are complete, valid and correct. We will not be responsible should an incorrect, incomplete or invalid number or contact details be given.
For departure services, it is your responsibility to book a time for your arrival at the airport that allows sufficient time for the service to take place and all procedures (check-in, security clearance, etc) to be completed in good time for you to catch your flight.
Subject to clause 6.2 to 6.4, you may contact Us if you wish to amend your booking at any time and, if this results in a different price to the original booking, We will make a refund or an extra charge (as applicable) to make up the difference in price.
Any amendments made within 48 hours of commencement of the AirportVIP Service or any amendments to bookings for more than 4 people, are subject to availability and confirmation by our Supplier, and may incur additional fees.
If you wish to request any amendments to the AirportVIP Service detailed in your Booking Confirmation within 24 hours of commencement of the AirportVIP Service you must contact the Representative directly on the telephone number provided to you on the Final Booking Confirmation. This is particularly important if you have booked a departure service and you have encountered delays in getting to the airport.
If our prices have changed between the time of the original booking and any requested change, We reserve the right to charge the new price, if higher, to the amended booking. Our customer service team will take any additional payment at the time of receiving the booking change request by telephone or by such other means as We deem reasonable in the circumstances.
You may contact Us if you wish to cancel a booking more than 48 hours (local time of flight) before commencement of the AirportVIP Service and receive a full refund of the Booking Fee.
If you cancel a booking between 24 and 48 hours before commencement of the AirportVIP Service, We will refund you 50% of the Booking Fee.
Cancellations made less than 24 hours before commencement of the AirportVIP Service, or “no shows”, will not be entitled to any refund.
Any refunds made as a result of a cancellation can only be made to the credit card that was used to pay the Booking Fee.
You and any co-travellers agree and acknowledge that a confirmed booking is not transferable and it may not be used by any person other than the named persons other than the named travellers in the Final Booking Confirmation. You and any co-travellers also agree that AirportVIP Services is only valid for the date and time confirmed in the Final Booking Confirmation.
If We need to cancel your AirportVIP Service for any reason (other than a breach of this Terms and Conditions or that of any of our Suppliers’ terms, conditions or similar by you), then you will be entitled to a full refund of the Booking Fee, which will be made to the credit card used to pay the Booking Fee.
Flight arrivals are sometimes subject to short notice gate changes. If this is the case, the Representative will react accordingly and endeavour to meet you at the new gate. However, if you are unable to locate the Representative, it is your obligation to contact them on the number provided to you.
In cases where We need to cancel a booking you have made, We will give reasonable notice and We will refund any payment you have made in advance for any AirportVIP Services not used by yourself or any co-traveller. Please note that where this is beyond our control, the notice We are able to give may be limited.
If you and/or any co-traveller commit a breach of these Terms and Condition, you and any co-traveller acknowledge that We may cancel your AirportVIP Services booking without prior notification, refund, compensation or liability.
In the unlikely event of a change of the Supplier’s cost price or cancellation of AirportVIP Services due to circumstances which We are not made aware of at the time of the booking including but not limited to:
surcharges imposed by Supplier for public holiday bookings;
you and/or any co-traveller’s desired AirportVIP Services commencement time is outside the Supplier’s standard operating time;
additional request for more travellers or more specific needs like wheelchairs, We cannot be held responsible or liable for such additional cost price or AirportVIP Services cancellations. You acknowledge and agree that the additional cost price will be your sole responsibility.
If your and/or any co-traveller’s flight is cancelled, rescheduled, changed or moved on the day of your travel, neither the Supplier or Us can be held liable for such events and you acknowledge that you may not be entitled to any refund.
Late bookings made within 48 hours of the commencement of the AirportVIP Service may be subject to a supplemental charge that will be advised to you prior to you receiving your Booking Confirmation or any payment is taken.
For any queries or amendments concerning the AirportVIP Service you have booked, you must contact the Representative directly on the telephone number provided to you on the Final Booking Confirmation. This is particularly important if you have booked a departure service and you have encountered delays in getting to the airport.
It is your responsibility to ensure that you locate and wait for the Representative at the place and time that is detailed on your Final Booking Confirmation.
If you cannot find your Representative, it is your responsibility to contact him or her on the number that you will have been provided with. Failure to do so may result in you being treated as a “no show” and no refund will be made.
We are not responsible for:
any consequences if you arrive at the airport late for a departing or transiting flight, which then results in inability to check in or board the aircraft. This specifically includes but is not limited to cases where you have arranged a starting time for a AirportVIP Service that does not leave enough time to complete all the procedures that are required prior to boarding; or
delays or problems with immigration or boarding of aircraft, including but not limited to out of date paperwork or visas, or errors in such documentation. It is your responsibility to ensure that you have a valid passport and any other required travel documentation; or
any dangerous prohibited items that you may carry, or for the consequences of you carrying any such items.
If any flight delays, whether of departing or arriving flights, result in you requiring the AirportVIP Service for longer than our standard service for the airport, as outlined in the Terms of Service then you may need to pay additional costs incurred directly to the Representative.
If an arrival service is booked as part of the AirportVIP Service and the arriving flight is delayed by more than 3 hours, then it is the responsibility of the passenger to contact the Representative on the number supplied in the Final Booking Confirmation to confirm if coverage is required at the revised arrival time. Failure to comply with this clause may mean that no Representative will be provided for the new arrival time.
You and any co-travellers acknowledge that the Representative have no obligation to announce flights and you accept that AirportVIP Services shall not be held liable for any direct or indirect loss resulting out of you and/or any co-travellers failing to board your flights howsoever arising.
We shall not be held responsible for any disputes or claims that may occur between you and/or any co-travellers and the Supplier or its Representative. We shall not be liable for any costs, damages, losses or expenses related to such disputes.
You must pay the quoted Booking Fee relating to the AirportVIP Services that you are requesting at the time you accept our Booking Fee quote. The Booking Fee will be deducted from your credit, charge or debit card at the time of your requested booking.
The Booking Confirmation will not be issued until payment has been made in full.
By making a Reservation Request you expressly authorise Us upon Booking Confirmation to debit your credit, charge or debit card the amount as shown on your Reservation Request and the additional charges (if any) referred to in these Terms and Conditions.
Payment terms for any services excluded from the AirportVIP Services will be payable directly to the Supplier and the payment terms of the Supplier will be apply.
We reserve the right not to fulfill your booking if your payment method is declined for any reason or if the payment method has been used fraudulently or without the cardholder's permission or if you are under the age of 18.
You are required to provide full and accurate personal and contact details when making a Reservation Request and you must notify Us of any change in the information you have provided (for example if you change your mobile telephone number).
If you provide incorrect information this may invalidate your Booking and entitlement to any refund.
You acknowledge that our use of confirmed AirportVIP Services is conditional upon presentation of the correct Final Booking Confirmation to the Representative.
If you make a Reservation Request for AirportVIP Services, We may ask you for information related to providing the AirportVIP Services requested including but not limited to your name, home or business address, contact telephone numbers, passport details and e-mail address. We may collect and hold this information by telephone, in writing or through our Website.
We use information about you to do the following:
Check or confirm your identity if you call Us;
Process the Reservation Requests you place with Us for AirportVIP Services; or
Prevent and detect criminal activity, fraud and misuse of, or damage to our service.
Should you choose to register with Us by supplying your personal information for future bookings, we will store your information for retrieval purposes upon subsequent booking.
For more information on how we use your personal information, please visit www.airportvip.com/privacy_policy for further information.
We use other companies to provide the AirportVIP Services or to provide services to you. In order for them to do so, We may need to let them process your personal information. When We do so, these companies:
must act in line with the instructions We give them;
may only do things that We are entitled to do; and
must comply with the Data Protection Act 1998 and so keep the information secure.
We may provide information (in response to requests made properly) to prevent and detect crime, and to prosecute offenders. We may also provide information to protect national security. In either case, We will do so in line with the Data Protection Act 1998. We may transfer the personal information We collect about you to countries other than the country in which the information was originally collected. Those countries may not have the same data protection laws as the country in which you initially provided the information. When We transfer your information to other countries, We will protect that information as described in these Terms and Conditions. By providing your personal information to Us, you consent to Us transferring your personal information to such other countries.
We also provide information when We have to do so by law (for example, under a court order) or in response to demands that have been made properly under legal powers.
How long We keep personal information depends on how We use that information. In some cases, by law we must keep information for a minimum period. Unless specific legal requirements say otherwise, We will keep information no longer than is necessary for the purposes We collected or processed the information.
Nothing in this agreement and/or these Terms and Conditions shall limit or exclude the liability of either party for:
death or personal injury resulting from negligence; or
fraud or fraudulent misrepresentation; or
breach of the terms implied by section 12 of the Sale of Goods Act 1979; or
breach of section 2 of the Consumer Protection Act 1987.
Without prejudice to clause 17.1, We shall under no circumstances whatever be liable, whether in contract, tort (including negligence) or restitution, or for breach of statutory duty or misrepresentation, or otherwise, for any:
loss or damage to your personal property; or
loss of profit; or
loss of goodwill; or
loss of business; or
loss of business opportunity; or
loss of anticipated saving; or
loss or corruption of data or information; or
special, indirect or consequential damage
that arises under or in connection with these Terms and Conditions
Without prejudice to clause 17.1, our total liability arising under or in connection with this agreement and/or these Terms and Conditions, whether arising in contract, tort (including negligence) or restitution, or for breach of statutory duty or misrepresentation, or otherwise, shall in all circumstances be limited to the price you have paid for use of the AirportVIP Services.
We will not be liable to you:
if your instructions are not sufficiently clear, incomplete, incorrect or inaccurate (as determined by Us in our reasonable opinion) or any fault of your own;
if We are unable to perform any of our obligation under these Terms and Conditions due to any act, delay or failure to perform our obligations under these Terms and Conditions due to events beyond our reasonable control including but not limited to failure of any of our data processing systems, hardware or telecommunications systems or because of anything outside of our reasonable control which We will include amongst other things war, terrorism, natural disaster, failure of the internet and industrial dispute;
for any failure on the part of any Supplier to deliver or provide any AirportVIP Services which have been booked on your behalf by Us or advised by Us, although We will try to resolve any such issue on your behalf;
for any failure by you providing Us with correct information when requesting a AirportVIP Service; or
for anything specifically excluded, including any disclaimers appearing in the AirportVIP Services Descriptions, or elsewhere in these Terms and Conditions.
We specifically disclaim all and any liability for any act or omission of any Supplier or loss that has been incurred by you as a result of any act or omission or similar of a Supplier.
You acknowledge and accept that We do not and will not provide any representations, warranties or recommendations in relation to any of the information, data or suggestions provided in the AirportVIP Services. You are responsible for and shall use your own skill and judgment as to the quality and suitability of the AirportVIP Services.
This clause 17 applies only to the extent permitted by law.
Please contact: firstname.lastname@example.org or on +44 (0)20 8865 3202.
If you have a complaint about any service provided by Us or our Suppliers, you must notify Us of the details by email to email@example.com within 30 days of the date of the service. We will respond to you to acknowledge receipt of your complaint promptly and provide a detailed response within 2 weeks of receiving your email.
There may be occasions when We are unable to respond within these timeframes. When this is the case we will keep you informed.
We reserve the right to record any telephone conversation with you and to make use of any such recording for training purposes and/or in the resolution of any complaint or dispute.
We shall not be in breach of this agreement and/or these Terms and Conditions or liable for delay in performing, or failure to perform, any of its obligations under this agreement and/or these Terms and Condition if such delay or failure result from events, circumstances or causes beyond our reasonable control, in particular, but not limited to changes in airport security procedures. In such circumstances the time for performance shall be extended by a period equivalent to the period during which performance of the obligation has been delayed or failed to be performed, provided that if the period of delay or non-performance continues for 2 weeks, you may terminate this agreement and/or these Terms and Conditions by giving 5 days' written notice to Us.
These Terms and Conditions and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with English law.
The parties irrevocably agree that the courts of England and Wales shall have non-exclusive jurisdiction to settle any dispute or claim that arises out of or in connection with these Terms and Conditions or its subject matter or formation (including non-contractual disputes or claims).
No term of these Terms and Conditions shall be enforceable under the Contracts (Rights of Third Parties) Act 1999 by a person who is not a party to these Terms and Conditions, but this does not affect any right or remedy of a third party which exists or is available apart from under that Act.