TERMS & CONDITIONS - Airport Assistance Worldwide | VIP Airport Concierge

(i) Airport Assistance Worldwide, LLC (herein referred to as “Agency”) cannot be held responsible for unforeseen acts of nature resulting in flight delays, cancellations, diversions, (e.g. delays, cancellations, or diversions due to weather, air traffic, airline strikes, flight cancellations by the airline for any reason, passenger disruption, or passenger illness, including COVID-19, etc.). natural disaster, war, airline schedule changes (ii) All prices and terms are subject to change without prior notice. (iii) In the case of human or computer error, Airport Assistance Worldwide, reserves the right to re-quote or re-invoice for the correct service cost. (iv) “Customer” or “Client” refers to the person booking the Meet. (v) “Gate” and/or “airside” access herein refers to access points post-security. (vi) “TSA” herein is the U.S. Transportation and Security Administration. (vii) “Security” refers to all other security and/or police checkpoints at non-U.S. locations. (viii) “Concierge” or “Greeter” refers to Airport Assistance Worldwide airport representative. (ix) “Meet” refers to the booking placed for each airport where a Concierge is requested. (x) Airport Assistance Worldwide reserves the right to decline booking requests from clients who have previously shown inappropriate conduct, e.g. illegal or unethical activities, abusive behavior towards Greeters and/or airline or airport personnel, or public intoxication (xi) Terms and Conditions are subject to change at any time. (xii) Any exceptions to our Terms and Conditions will be conveyed at the time of booking.

REGULAR BUSINESS HOURS

8:00AM-7:00PM PT Monday – Friday

WEEKEND HOURS

9:00AM-5:00PM PT Saturday/Sunday

Modified office hours and/or closings may apply for the following national U.S. holidays: New Year’s Day, President’s Day, Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas.

Airport Assistance Worldwide agrees to provide Airport Assistance Meet and Greet services at Customer’s requested airport. Customer agrees to provide passenger information necessary for AGENCY to coordinate and deliver the Airport Assistance Meet and Greet service. Missed Meets due to incomplete, inaccurate, or missing information are not eligible for refunds. Required information includes, but is not limited to: Flight itinerary, legal name(s) of all travelers, airline record locator(s) for all travelers, passenger mobile, passenger name signage (if alias is to be used), ground transportation; including a local phone number for the driver in their respection location, transportation pick-up time and location (departures) or curbside ETA, bag count, and form of payment. Additional details may be requested by AGENCY at the time of booking.
1. Passengers are responsible for having required government identification, passport, and/or any other documentation required to enter the country of their destination. AGENCY and Concierge Greeters have no authority should passenger(s) be denied entry on departure, or denied entry on arrival at their final destination. No refunds of the Concierge service fee will be issued if passenger(s) are not permitted to fly or enter the destination country due to missing documentation.
2. All required information must be received in a timely manner. A minimum of 24-48 hours prior is required for domestic Meets that take place with the U.S. and 48-72 hours prior is required for international Meets that take place outside the U.S. If missing information is received with less than the required advance notice, AGENCY assumes no responsibility for a lapse in service, interruption of service, or ultimate Meet failure.
COVID-19: AGENCY is not responsible for providing airline pre-requisites or information on country-specific health requirements for entry. Passengers assume all responsibility to have necessary health documentation (such as COVID test results, proof of vaccine, proof of COVID recovery, etc.) prior to traveling. AGENCY assumes no liability should a passenger be denied boarding or denied entry upon final destination.
MINIMUM AGE: Airport Assistance Worldwide services are available to all travelers at least eighteen (18) years of age. Travelers under the age of eighteen (18) must be accompanied by an adult. Exceptions are given under limited circumstances. Additional surcharges apply for minors traveling alone.
BOOKINGS: All bookings must be received in writing via e-mail, AGENCY’s website online booking form, or through your preferred airline booking portal (Apollo, Sabre).
1. Bookings are not submitted for confirmation until Customer has approved quoted rates and accepted the terms of service herein.
2. Terms and conditions are considered accepted once an official booking has been placed by the Customer.
3. Once confirmations are sent, Customer has until the cancellation/change time-frame to make any changes or cancel the booking without penalty.
4. Domestic U.S. Meets must be requested with at least 24 business hours notice. International Meets must be requested with at least 72 business hours notice. Late-notice bookings are contingent on availability and are not guaranteed.
QUOTES: Airport Assistance Worldwide services are priced according to the travel date, flight, and number of passengers provided at the time of booking. Additional fees may apply for changes to a confirmed booking, including date change, flight change, changes to the scheduled Meet time (passenger pick-up time for departures), and changes to the passenger count and/or manifest. Rate quotes are in USD are subject to change at any time.
1. Customer must acknowledge rate quote and terms/conditions in writing with their approval to proceed before AGENCY can begin booking services. See item 4a.
LATE BOOKING FEES: Domestic bookings with less than twenty-four (24) hours’ notice prior to flight time and international bookings with less than seventy-two (72) hours’ notice prior to flight time are subject to a late-booking surcharge. Charges vary by airport and will be conveyed at the time of booking if applicable.
1. SPECIAL TERMS FOR LATE BOOKINGS: Late bookings will be considered immediately non-refundable and subject to full charge at the time of booking. If AGENCY is unable to confirm a late booking, no charges will apply.
UNANNOUNCED PASSENGERS: Unannounced passengers are passengers not previously disclosed to us who ask for assistance on the day of travel. If Agency greeters provide service to unannounced passengers, additional fees will automatically apply.
CANCELLATION and AMENDMENT POLICY: Herein, “domestic” locations refer to all airports within the United States. “International” locations refer to all airports outside of the United States. Your confirmation summary will state the cancellation terms for each individual city. AGENCY does not recognize amendments. Unless otherwise noted in item ‘b’ below, “amendments” are considered a cancellation of the original Meet and a new booking for the new flight itinerary. Each booking is exclusive for the passenger(s) indicated at the time of original booking. Confirmed bookings are not transferrable. Name changes are permitted, given it is only an amendment to the confirmed passenger’s name (i.e. “Joe Smith instead of Joseph Smith). A minimum surcharge of $25 per name change or add-passenger request will apply to any confirmed booking within the late cancellation/late booking time period.
1. Cancellations to a confirmed booking will be subject to 100% of the quoted rate if cancelled with less than the required number of hours as noted below.
  1. All U.S. domestic airports: Twenty-four (24) hours prior to departure or arrival
  2. International (outside the U.S.): Seventy-two (72) hours prior to departure or arrival
  1. Select Locations: Ninety-six (96) hours prior to departure or arrival
  1. Select Locations: Non-Refundable once confirmed
  2. LAX*: Within twenty-four (24) hours are subject to a minimum 25% surcharge up to the original quoted rate (100%). *Applies to any LAX bookings that are not serviced by AA Fivestar or DL VIP Select.
  3. LAX P/S: Seventy-two (72) hours prior to departure or arrival; Cancellations or amendments made outside 72 business hours are subject to a minimum fee of 50% of the quoted rate.
  1. AA Fivestar and DL VIP Select – all US locations: Twenty-four (24) hours prior to departure or arrival
  1. LHR VVIP PLATINUM: Fees are non-refundable, but re-usable within 3 months. Details will be provided at the time of booking.
  2. CDG VVIP PLATINUM: Fees are non-refundable, but re-usable within 3 months. Details will be provided at the time of booking.
2. All amendments and cancellation notices must be received in writing via email at meets@airportassistance.com. Text messages and voice mails will not be considered without an accompanying email. Customer must receive an acknowledgement from Agency staff in order for amendment or cancellation notice to be considered received.
3. Amendments and cancellations received outside of normal business hours are considered “received” upon re-opening the next business day.
4. All time frames are calculated in the local time zone of the city being booked. Applicable “spot-time” hours may apply and vary from airport to airport; see item 10 for more information on spot-time.
5. Late notice “amendments” are considered a cancellation of the original booking plus a new booking as stated in item #8 and are subject to a fee of 100% of the originally quoted rate plus any new charges for the re-booking, including any applicable late-booking fees and other surcharges.
6. Select airports do not have a cancellation grace period and are non-refundable once confirmed. Non-refundable terms will be conveyed at the time of booking.
7. Agencies eligible for commission will only earn commission on full charge late cancel. If Customer has been offered a discount on a late cancel, no commission is earned.
EXTRA HOURS OF SERVICE: Service charges begin at Spot Time (item 10). Additional fees may apply for extra hours of service. Charges vary by airport. Customer is responsible for notifying AGENCY of passenger’s curbside ETA or car service pick-up time for departure Meets. Passengers arriving earlier than the agreed upon are subject to hourly overage fees.
SPOT TIME: The time our Greeter is required to be onsite to prepare for a passenger’s Meet.
1. SPOT TIME FOR DEPARTURES: Greeters are required to be onsite a minimum of thirty (30) minutes prior to transportation pick up time.
2. CURBSIDE ESTIMATED TIME OF ARRIVAL (ETA) for DEPARTURES: Should Customer choose to provide a “curbside ETA” instead of pick-up time, Customer assumes all responsibility if Greeter is not onsite when vehicles arrive due to Customer’s incorrect estimation.
3. SPOT TIME FOR ARRIVALS or CONNECTIONS: One hour prior to scheduled time of arrival (STA).
PASSENGER MOBILE CONTACT: A local passenger mobile number is required for all services. Should the passenger choose not to disclose their mobile number, Customer assumes all responsibility in the event of a missed Meet and full charges may apply.
1. ALTERNATE MOBILE CONTACT: If you choose to supply the mobile number of someone other than the traveling passenger (e.g., personal assistant, publicist, family member, friend, or any other person not traveling with the lead passenger), that person assumes responsibility for all communication between our Greeter and the passenger. Should the passenger and our Greeter not make contact due to a lack of communication, AGENCY cannot be held responsible and full charges will apply.
GREETER CONTACT DETAILS: Greeter contact details are provided as a courtesy for the sole purpose of coordinating services on the day of travel. As such, Greeters are available on the operational mobiles provided around the time of the service only. Contacting Greeters outside of the service time agreement is strictly prohibited, as is contacting Greeters to make additional booking arrangements or changes to an existing booking. Greeter contact details are good for the day of travel only. If you have any questions, need to make a new booking, or need to amend a booking, please e-mail us at meets@airportassistance.com.
1. INTERNATIONAL GREETER CONTACT DETAILS: AGENCY will endeavor to obtain and provide Greeter contact details in advance; however, AGENCY does not guarantee this information will always be available at every international location. In some select cities, AGENCY may only supply a duty manager hotline number.
SECURITY LINES & FAST TRACK: Passengers will be expedited wherever possible. However, not all airport locations offer a fast-track or otherwise expedited method of movement throughout the airport channels, including TSA or other forms of airport security. AGENCY does not guarantee fast-track or other expedited service will be available at any location. In the event a premium fast-track option has been purchased, in addition to the Meet service, it is still not a guarantee, as airport authority can revoke access or close fast-track lanes at any time without notice. Should the use of a paid fast-track option become unusable, a refund in the amount of the paid fast-track optional add-on may be available.
GATE/AIRSIDE ACCESS: Where gate access is noted as available, security conditions can change at any time and local security, or the airlines can revoke Greeters’ security access without notice. AGENCY does guarantee Airport Assistance Concierge Greeter will have gate access on the day of service.
1. INTERNATIONAL ARRIVALS – NO GATE/SECURITY ACCESS: Unless otherwise noted, per United States Customs and Border Protection (CBP) and Federal Aviation Administration/TSA regulations, no one other than ticketed passengers and customs-badged airline and airport personnel is permitted into the secure Customs and Immigration Hall. Passengers will be met outside Customs with a name-sign.
AIRLINE SPECIAL SERVICES COURTESY ASSISTANCE: At times, Concierge Greeters will enlist the assistance of local airline personnel or “special services”. This additional service is provided by the airline as a courtesy at no additional charge and is not a guaranteed service. The airline reserves the right to terminate such assistance due to their operational needs at any point during the Meet. Please note, if an airline agent is acting in conjunction with, or on behalf of, one of our Concierge Greeters, it is considered an extension of Airport Assistance Worldwide services.
TRANSPORTATION: Local ground transportation is required for all departures and arrivals, if this information has not already been supplied, please do so at least twenty-four (24) to forty-eight (48) hours in advance for domestic services and seventy-two (72) hours in advance for international services. If transportation information is not received with sufficient notice and passengers are missed, Customer assumes responsibility for any missed Meet and full charges will apply.
1. If passenger(s) are responsible for their own transportation, they must make themselves available by phone within sufficient time prior to flight departure/arrival. Should Greeter not be able to contact the passenger and the passenger is missed, Customer assumes responsibility for any missed Meet and services are not eligible for refund.
2. Departures: It is the driver’s responsibility to maintain communication with AGENCY’s Greeter and notify the Greeter when in route as per the agreed upon instructions between the driver and Greeter. AGENCY assumes no responsibility if the assigned driver drops off the passenger(s) without the Greeter’s knowledge.
3. Departures: Passengers arriving in multiple vehicles for departure services must either arrive in tandem or agree to wait for all cars to arrive curbside before commencing service. Greeter will wait for the lead traveler to arrive before service begins. However, if any party in the group instructs the Greeter to begin service before the remaining travelers arrive, AGENCY may decide, at the Greeter’s discretion, to start without returning for the remaining passengers. In such cases whereby the Greeter is able to return to the curb for the rest of the group, additional Meet fees will apply.
PASSENGER CHECK-IN FOR INTERNATIONAL TRAVEL: Airport and airline authority requires all passengers to be physically present with their government issued IDs for check-in. Please be sure to arrive to the airport with ample time in order to complete this procedure. AGENCY cannot be held responsible for a passenger’s seat being given away by the airline due to tardy check-in time. We recommend checking with your airline and current TSA or security guidelines for recommended arrival times.
CONNECTION (TRANSIT) MEETS: AGENCY does not make any guarantees a passenger will successfully check-in and board his/her connecting flight, regardless of the amount of time between flights. There are many variables involved that may prevent a passenger from making his onward flight, including, but not limited to: Whether or not the inbound flight arrives on time; if the passenger is seated in the forward cabin (therefore, likely to deplane first) or seated further back; if the passenger needs to make any stops along the way (duty-free shopping, restroom, dining, etc.); the passenger’s mobility; if the passenger’s flights are booked on one ticket (quicker) or ticketed separately (slower, requiring re-checking in, claim & re-check bags, etc.). AGENCY Airport Assistance Concierge Greeter will make every effort to expedite the transit process, however, barring gross negligence, AGENCY cannot be held responsible if a passenger misses their onward flight for any reason.
DELAYED FLIGHTS: Should a passenger’s flight become delayed, AGENCY will do everything possible to ensure Concierge can remain onsite at Customer’s request. However, in some cases, governing laws may require the Concierge to be dismissed to ensure compliance with local overtime employment laws.
LOUNGE ACCESS: Unless otherwise noted, lounge access is not included in Airport Assistance services. For long-haul international flights and some transcontinental flights, lounge access may be provided by the airline based on ticket class. Please check with the airline carrier for more information.
1. AMERICAN AIRLINES FIVESTAR SERVICE AND DELTA VIP SELECT SERVICE: Lounge access included on all departures and connections, where available.
2. LOUNGE DAY-PASSES: In select cities on certain carriers, Airport Assistance Concierge Greeters can purchase a VIP lounge day-pass on Client’s behalf. Please let us know at the time of booking if you require this additional add-on. The cost of the day-pass plus any applicable taxes or processing fees will be charged back during final billing.
3. COVID-19 LOUNGE ACCESS UPDATES: Some airline and airport lounges are still temporarily closed or have been consolidated due to COVID-19. This includes lounge access associated with airline branded services. Please visit the website of your airline carrier for the latest updates. Take note – in the event an airline states on their website their lounge is open, it can be temporarily closed at any time due to the coronavirus circumstances. Changes are happening rapidly, and often with no notice. Greeters will work proactively to find discreet and comfortable places to relax pre-flight.
INBOUND ARRIVAL MEETS: It is the responsibility of the passenger to make themselves known to AGENCY’s Greeter upon deplaning and exiting the aircraft or jet-bridge. Should passenger fail to acknowledge the Airport Assistance Concierge Greeter, service will be considered a “no-show” and service fee is not eligible for refund. Note that some flights will park via remote stand (on the tarmac) and shuttle passengers into the terminal. In the event of a remote stand park, the Greeter will meet passenger(s) at the entrance to the terminal.
1. NAME PLACARDS: Unless otherwise notified during the booking process, when a name placard (name sign) is used, the passenger’s legal name will be displayed. Should the passenger wish to use an alias, AGENCY must be informed no less than 24-48 hours in advance for U.S. domestic bookings and 48-72 hours in advance for international bookings. Many U.S. domestic airports do not permit Greeters to hold name signs (placards). Client must supply a working mobile number for the passenger traveling so Greeter is able to make contact before or during the service time.
2. INBOUND FLIGHT GATE ASSIGNMENTS: Airport Assistance Concierge Greeters will make every effort to monitor inbound flights for gate assignments, but in rare instances, the aircraft may have a last-minute gate change with no advance notice. When this happens, Greeters do their very best to meet passengers at the newly assigned gate prior to their disembarking (does not apply to international arrivals as noted in item 14.a}.
BAGGAGE HANDLING AND SKYCAPS/PORTERS: Porter and skycap services are available upon request for an additional fee. As a result of the COVID-19 pandemic, some airports are still experiencing fewer available skycaps/porters to help with bags. Should our Airport Assistance Concierge Greeter need to act as a baggage handler (excess bags, extra-large or overweight, etc.), additional fees will apply. Agency is not responsible for lost, misplaced, or items of value, including checked and carry-on luggage.
GOVERNMENT/DIPLOMATIC MOVEMENT: Local government and diplomatic officials are given priority over the public’s use of any paid Meet and Assist services. Such movement has the potential to interrupt confirmed Meet and Assist services without notice. AGENCY must obey all directives, and local airport officials have final authority. In the event a confirmed Meet and Greet service is interrupted due to government or diplomatic precedence, our Greeters will do all possible to fulfill the Meet and Greet service and full charges are subject to apply
MISSED FLIGHTS/NO-SHOWS: If a passenger misses or no shows their flight, it is the responsibility of the Customer to advise AGENCY. A fee may be charged if sufficient notice is not received per the cancellation/change policy associated with each city.
MISSED FLIGHTS DUE TO LATE AIRPORT ARRIVAL: It is the responsibility of the passenger to arrive to the airport in a timely manner, in accordance with airport and airline guidelines. AGENCY cannot be held responsible if a passenger misses their flight due to tardy arrival for any reason, including but not limited to traffic, weather conditions, or other unforeseen acts of nature.
OTHER: Airport Assistance Worldwide Service is not intended to be used in mission critical, emergency, or life-threatening circumstances where service failure could lead to personal injury, death, damage, loss of revenue, or property. Airport Assistance Worldwide Service may not be used in lieu of standard methods of assistance for passengers with disabilities requiring special assistance.
ADDITIONAL SURCHARGES include, but are not limited to:
1. Select airports may impose a non-refundable booking fee. Fees will be conveyed at the time of booking.
2. Amendments to the itinerary after the original quote.
3. Group meets (over 8 passengers) may incur a non-refundable booking fee, conveyed at the time of booking.
4. Multiple changes to a confirmed booking whether inside or outside of the cancellation time frame.
5. Multiple cars arriving separately for departure Meets.
6. Added services requested by client the day of the Meet.
7. Additional passengers not listed on the original booking. It is the booking agent’s responsibility to notify our office of any additional passengers. Should there be any additional passengers traveling that are not on the original request, AGENCY reserves the right to charge accordingly.
8. Airline or third-party airport lounge access day passes.
9. Meets between 9PM to 9PM are subject to a minimum $65 surcharge. Surcharges vary by airport.
10. Extended hours of service for flight delays, early curbside arrivals, or transit Meets beyond two (2) hours of service.
11. Out of pocket expenses (e.g., skycap, porters, wheelchair attendants, etc.).
12. Bookings for travel dates on major holidays, bank holidays, weekends, or other national and international events. Such examples in the domestic US include, but are not limited to: New Year’s Day, Easter, Memorial Day, Independence Day, Thanksgiving, and Christmas. International dates may include, but are not limited to: Boxing Day, Sunday Meets, Cannes Festival (France), annual festivals, Formula 1 events (Singapore), and bank holidays.

Modified on May 15, 2024