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TERMS & CONDITIONS

Note: Amended update of November 11th to reflect now BA Paid MAAS bookings are non-refundable once confirmed.

Updated November 15, 2019

TERMS & CONDITIONS

 

(i) Airport Assistance Worldwide, LLC (herein referred to as “Agency”) cannot be held responsible for unforeseen acts of nature resulting in flight delays/cancellations (i.e. delays/cancellations due to weather, air traffic, airline strikes, flight cancellations by the airline for any reason, passenger illness, etc).  (ii) All prices 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) “Greeter” refers to Airport Assistance Worldwide airport representative. (ix) Terms and Conditions are subject to change at any time.  (x) Any exceptions to our Terms and Conditions will be conveyed at the time of booking.

 

Minimum Cancellation/Change Notice

LAX meets 4 business hours prior to departure or arrival
JFK SILVER (non-gate) 4 business hours prior to departure or arrival
JFK GOLD gate meets 12 business hours prior to departure or arrival
JFK PLATINUM gate meets 12 business hours prior to departure or arrival
All other domestic US meets 24 business hours prior to departure or arrival
International locations (all bookings outside the U.S.) 72 business hours prior to departure or arrival
Select International locations 96+ business hours prior to departure or arrival
Select International locations Non-refundable once confirmed

Minimum Cancellation/Change Notice below applicable to airline branded meets only.  Airline Branded Meets: AA Fivestar, DL VIP Select, BA Paid MAAS

AA Fivestar & DL VIP Select 12 hours prior to departure or arrival
BA Paid MAAS Non-refundable once confirmed
United Signature Services 48 hours prior to departure or arrival

AGENCY OFFICE BUSINESS HOURS:

6:00am-9:00pm PST Monday – Friday

6:00am-4:00pm PST 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.

  1. Customer/Agency agrees to provide passenger information necessary for Airport Assistance Worldwide to coordinate and deliver the meet and assist service.  Missed meets due to incomplete, inaccurate, or missing information will not be eligible for refunds.
  2. BOOKINGS: All bookings must be received in writing via e-mail, our 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 terms
      2. Terms and conditions are considered accepted by the Customer once an official booking has been placed
      3. Once confirmations are sent, Customer has until the cancellation/change time-frame to make any changes or cancel the booking without penalty.
      4. In the event the booking is a last-minute booking and already within the cancellation/change time-frame, all terms automatically apply
  3. 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.
      1. Any cancellation 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 in the table above on page 1.
      2. Any cancellations received outside of normal business hours will be addressed the next business morning
      3. “Business Hours” refers to the hours our office is open. Ex: 15 hours per weekday.  As such, a “24 hour” policy may extend into the next business day.
      4. All change/cancellation time frames are calculated in the time zone of the city being booked. Applicable “spot-time” hours may apply and vary from airport to airport; see item 4 and 5 for more information.
      5. Late notice changes are considered a cancellation of the original booking plus a new booking. Late notice changes 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
      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.
  4. EXTRA HOURS OF SERVICE: Each meet is valid for up to 2 hours of service.  Charges begin at Spot Time (see item 5).  Additional fees may apply for any service extending beyond 2 hours.  Charges vary by airport. Minimum overage fees at LAX begin at $60/hour.
  5. SPOT TIME: The time our Greeters are required to be onsite to prepare for a passenger’s meet.
      1. SPOT TIME FOR DEPARTURES: Greeters are required to be onsite when a passenger’s personal chauffeur is scheduled to pick them up from their place of origin.  If a passenger is self-driving, spot time is when the passenger leaves their place of origin.  The place of origin could be their personal residence, hotel, place of business, etc.  Please notify our office at the time of booking if passenger(s) are being picked up extra early due to driving distance, traffic, or if they’re making extra stops along the way.  Without such notice, additional hours of service will be determined at Agency’s discretion.
      2. CURBSIDE ESTIMATED TIME OF ARRIVAL (ETA) for DEPARTURES: Should Customer choose to provide a “curbside ETA” instead of pick-up time, Greeters will be onsite 30 minutes prior to Customer ETA.  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).
  6. PASSENGER MOBILE CONTACT: Most U.S. airports do not permit our Greeters to hold name signs at the gate on arrivals. As such, we require a local passenger mobile number for all arrival 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, 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.
  7. GREETER CONTACT DETAILS: Greeter contact details are provided as a courtesy.  Greeters are generally available on the operational mobiles provided around the time of the service.  The sole purpose of providing greeter contact details is so the greeter and chauffeurs can communicate to coordinate service.  Greeter contact details are good for the day of travel only.  If you have any questions or need to amend the booking please e-mail us at meets@airportassistance.com or call +1-310-417-3620.
  8. INTERNATIONAL GREETER CONTACT DETAILS: AGENCY will endeavor to obtain and provide greeter contact details in advance, however, we cannot guarantee this information will always be available to us at every international location.  In some select cities, we may only provide you with a duty manager hotline number.
  9. GATE/AIRSIDE ACCESS: Where gate access is noted as available, security conditions can change at any time and local security or the airlines have the ability to revoke our Greeters’ security access without notice.  We cannot guarantee our greeter will have gate access on the day of service.
  10. ARRIVAL MEETS: Our 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, our 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 9 below}
  11. U.S. INTERNATIONAL ARRIVALS – NO GATE/SECURITY ACCESS: Unless otherwise noted, per CBP and Federal TSA/FAA 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.
  12. AIRLINE SPECIAL SERVICES COURTESY ASSISTANCE: At times, our 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 course of the meet. Please note, if an airline agent is acting in conjunction with, or on behalf of, one of our Airport Assistance Worldwide™ Greeters, it is considered an extension of our services.
  13. TRANSPORTATION:   Local ground transportation is required for all departures and arrivals; if this information has not already been supplied please do so at least 24-48 hours in advance for domestic services and 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 passengers 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 make contact with the passenger and the passenger is missed, Customer assumes responsibility for any missed meet and full will apply.
  14. PASSENGER CHECK-IN FOR INTERNATIONAL TRAVEL: Airport and airline authority requires all passengers to be physically present with their government issued ID’s for check-in.  Please be sure to arrive to the airport with ample time in order to complete this procedure.  Airport Assistance Worldwide™ 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.
  15. 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/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 and greet, 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.
  16. 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.).  Our Greeter will make every effort to expedite the transit process, however, we cannot be held responsible if a passenger misses their onward flight for any reason, barring gross negligence.
  17. LOUNGE ACCESS: Unless otherwise noted, lounge access is not included in the service.  For long-haul international flights and some transcontinental flights, lounge access may be provided by the airline based on ticket class.  Please check with your carrier for more information.
      1. LOUNGE DAY-PASSES: In select cities on certain carriers, our Greeters can purchase a VIP lounge day-pass on your 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 billed back to you when your bill is finalized.
  18. GOVERNMENT/DIPLOMATIC MOVEMENT: Local government and diplomatic officials are given priority over the public’s use of any paid meet and greet or VIP premium services. Such movement has the potential to interrupt confirmed meet and greet or premium VIP services without notice.  AGENCY must obey all directives, and local airport officials have final authority. In the event a confirmed meet and greet or premium VIP 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
  19. MISSED FLIGHTS/NO-SHOWS: If a passenger misses or no shows their flight, it is the responsibility of the client to advise us. A fee may be charged if sufficient notice is not received per the cancellation/change policy associated with each city.
  20. 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 acts of nature.
  21. LATE BOOKING FEES: U.S. domestic bookings with less than 24 hours’ notice prior to flight time are subject to a minimum $25 late-booking surcharge.  International bookings with less than 72 hours’ notice prior to flight time are subject to a minimum $50 late-booking surcharge. Charges vary by airport and will be conveyed at the time of booking if applicable.
  22. PREMIUM SURCHARGES may apply as follows:
      • Select airports may impose a non-refundable booking fee. Fees will be conveyed at the time of booking
      • Changes to the itinerary after the original quote
      • Multiple cars arriving separately for departure meets
      • Added services requested by client the day of the meet
      • 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 were not on the original request, AGENCY reserves the right to charge accordingly.
      • Airline or third-party airport lounge access day passes
      • Domestic meets between 10pm to 8am are subject to a minimum $50 surcharge
      • International meets between 10pm and 6am are subject to a minimum $50 surcharge
      • All services that extend beyond 2 hours are subject to additional fees as per items 4 and 5.
      • Lengthy delays or cancellations requiring additional time to finalize the service
      • Out of pocket expenses, i.e.; skycap, porters, wheelchair attendants, etc.
      • 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.