Heathrow Upgrade Terms and Conditions

The following sets out the terms and conditions for the Heathrow upgrade services (“Heathrow Upgrade”), a service provided by ARL Services (UK) Limited whose registered office is at Heathrow Cube, 09 Arkwright Road, Colnbrook, Berkshire, England, SL3 0HJ (company number 07328455) on behalf of Heathrow Airport Limited whose registered office is at Compass Centre, Nelson Road Hounslow TW6 2GW (company number 01991017) ("Heathrow"). By making a booking and/or using Heathrow Upgrade, these terms and conditions are deemed to have been accepted by each passenger and any party acting on behalf of such passenger(s).

“We”, “our” and “us” is a reference to Heathrow Upgrade. “You”, “your” is a reference to the passenger and/or person who makes a booking with Heathrow Upgrade.

Use of the Heathrow Upgrade Services

• Heathrow Upgrade provides the following services to passengers on a single departing, arriving, transfer or connecting flights at Heathrow Airport:
  
  
  • Use of a dedicated bag porter to carry your bags to check-in or your point of onward travel. Bag porters can be pre-booked online or hailed on arrival at the Departures Forecourt or Baggage Reclaim Hall (“Bag Porter”);
  
  
  • Use of a dedicated pre-booked Meet and Assist agent to escort and guide you through your Heathrow journey (“Meet and Assist”);
  
  


• Infants over the age of two years are classified as adults. Passengers under the age of six years old may not use Heathrow Upgrade unaccompanied.


• Bag Porter and Meet and Assist services are available across all Heathrow terminals. .


• Heathrow Upgrade must not be used for any unlawful purpose or in a manner which infringes the rights of (or inhibits the peaceful use and enjoyment of Heathrow Airport by) any other passenger.


• 5. When using Heathrow Upgrade, passengers must comply with any direction or instruction given by Heathrow personnel or other security personnel and all applicable security, customs and immigration regulations imposed on passengers. Further information can be found on www.heathrow.com/heathrow-airport-guide/heathrow-security


• Late arrival to airport may also result in the relevant airline refusing to accept passengers for the flight. In such circumstances, the charge for Heathrow Upgrade will be non-refundable.


• Passengers must comply with airline terms and conditions (including any baggage restrictions) at all times. Any excess baggage charges must be paid by the passenger directly to the relevant airline. Heathrow will not intervene in any dispute between an airline and passengers. Passengers using Heathrow's Upgrade service are encouraged to carry appropriate travel insurance.


• 8. Please be advised that for pre-booked Bag Porter and/or Meet and Assist services for departing passengers you will need to contact our reservations centre on +44 (0)208 745 6011, 15 minutes prior to arrival stating the make and registration number of the vehicle that you are travelling in. Passengers will then be met on the Departures Forecourt of the terminal that you have advised us that you are travelling from. Once we have received your call (15 minutes prior to your arrival at the Terminal), our Bag Porter and/or Meet and Assist agent(s) will remain on the Departures Forecourt with a name board displaying your party name and reference number for 30 minutes after you have contacted us. If you are running later than stated, please contact our reservations centre. Failure to do so may result in your booking being cancelled at full charge.
• Prices stated are valid until 28 February 2019.




Heathrow Bag Porter

• The Bag Porter service is a pre-book or a turn-up and pay on the day service.
• Prices stated are valid until 28 February 2019.
  
  
  • The pre-booked service can be booked online at www.heathrow.com/upgrade or by telephone on +44 (0)208 745 6011 up to 24 hours in advance.
  
  
  • For booking requirements falling within the 12 hours to 3 hours timeframe, please contact the reservations centre in the first instance to check the availability of the porters.
  • Any porter service request less than 3 hours will be classed as turn up and pay service subject to the availability or/and waiting time.
  • Requests for the use of the Bag Porter services between the hours of 2230-0530 are considered out of hours and any bookings made between these times will be subject to a premium of 100% of the Bag Porter service charge.
  • Luggage can be many different sizes and weights. Our prices are based on as defined in point 11a and 11b and are inclusive of service charges.

    Pre-booked/Turn Up & Pay Service	Pre-booked/Turn Up & Pay Service(Oversized/Unconventional Luggage).
    1-10 Bag -£20	1 Geest Truck - £20
    11-20 bags - £40	2 Geest Truck - £40
    21-30 bags - £60	3 Geest Truck - £60



• The bag porter equipment; Geest truck can take up to 10 conventional bags. Any luggage dimensions that are not conventional size and cannot be mounted on to the equipment as explained in clause 11a, will fall under the category of oversized luggage (unconventional size) as defined in clause 11b will incur addition cost depending on the additional equipment and manpower used to carry out the porter service.
  
  
  • Conventional Luggage - Items that are not exceeding the following dimensions: 90x75x43cm (35.5x29.5x16in) with maximum weight of up to 32 kilograms.
  
  
  • Oversized Luggage (Unconventional) - Items exceeding the conventional dimensions and, Sports equipment such as Bikes, Surfboard, Snowboards, Ski equipment, Golf clubs, Musical and Media items such as Cellos, Double basses, Sound equipment, filming equipment etc.
  
  


• We have a responsibility to ensure the health and safety of all Bag Porter agents and passengers so if your luggage requires additional equipment and manpower then this will be charged in accordance with the published as above.


• Carnet and VAT reclaim desks visits are not included within the Bag Porter service. If you require assistance visiting the Carnet or VAT desks a premium of 100% of the Bag Porter service charge (as detailed above) will be charged for this service as the queue waiting time can be long preventing the Bag Porter agents from attending other porter requests.


• Once passenger accepts the charges for VAT reclaim, the amount will be payable even if the passenger change their mind once arriving at the VAT reclaim desk for any reason.


• The transfer porter service for inter terminal transfers is available to passengers who have a connecting flight but not checked in to their final destination. In this case, you need to reclaim your luggage and check-in again to your final destination. If you require assistance with transfer porter service a premium of 100% of the Bag Porter service charge (as detailed clause 10 & 11) will be charged for this service as this categorized as an arrival and departure services.


• The transfer porter service for inter terminal hotels is available to passengers. If you require assistance to drop off or pick from the inter terminal hotels a premium of 100% of the Bag Porter service charge (as detailed clause 10 & 11) will be charged for this service as the service delivery time can be long due to the distance preventing the Bag Porter agents from attending other porter requests.


• The transfer porter service does not include the transport of luggage and passengers. Passengers may require transport (third party) for inter terminal transfers can be arranged by themselves or booked by our reservation centre at an additional cost. Please contact us to arrange transport for transfer service on +44 (0)208 745 6011 or email us at service@heathrowupgrade.com


• Heathrow Express (third party) can be used for inter terminal transport for transfer product but it is limited up to 5 conventional baggage (as detailed in clause 11a) due to very short stop over at the platform and health and safety of the other passengers and bag porter agents. Heathrow Upgrade does not take any responsibility of any delays caused by the third party.
• Pre booked baggage porters for an arrival service will be positioned by the baggage carousel relevant to your flight number and will be holding a name board. It is the responsibility of the arriving passenger to make themselves known to the porter allocated to this booking. Contact the reservations centre +44 (0)208 745 6011 if you cannot locate your porter in the first instance. If the passenger continues with their journey without approaching the waiting agent(s) or contacting the reservations centre within 45 minutes then it will be considered as 'no show' and may result in your booking being forfeited at full charge. A contact number must be provided as part of the booking process. Heathrow Upgrade cannot take responsibility for services which cannot be fulfilled due to not being able to contact the passenger.
• In case the passenger contacts the reservation centre within 45 minutes and informs them of any possible delays, the porter will be stood down. However, passenger must call the reservation centre as soon as they clear the immigration to send another porter to complete the service and waiting time may apply in such circumstances.

Heathrow Meet and Assist

• The Heathrow Meet & Assist service is a pre-booked service only and can be booked online at www.heathrow.com/upgrade or by telephone on +44 (0)208 745 6011 up to 24 hours in advance.
• The Heathrow Meet & Assist services are as follows: -
  
  
  • Arrival – This service provides passengers with a dedicated personal guide who escorts through all the airport processes in accordance with all UK airport formalities for border control, baggage reclaim, customs if required and to the next mode of transport. Agents will not interfere with processes or make decisions on behalf of the passengers.
  • Departure -This service provides passengers with a dedicated personal guide who escorts through all the airport processes in accordance with all UK airport formalities for airlines, security, control authority, customs if required, departure lounge and to the aircraft departure gate. Agents will not interfere with processes or make decisions on behalf of the passengers.
  • Connection – This product is only available to passengers who have checked through to their final destination and are in possession of a valid boarding pass for their onward journey.
  • Transfer – This product is available to passengers who have a connecting flight but not checked in to their final destination. In this case, they need to reclaim their luggage and check in again to their final destination. Transfer service will include both arrival and departure services together. This could be within the same terminal or intra terminal. In case, passenger requires intra terminal transfer, this may require third party transport and Meet & Assist prices do not include the transport cost.
• All prices are inclusive of service charges and VAT:

  Arrival or Departure	Connection	Connection
  1 - 2 passengers - £125	1 - 2 passengers - £150	1 - 2 passengers - £250
  3 passengers - £150	3 passengers - £175	3 passengers - £350
  4 passengers - £175	4 passengers - £200	4 passengers - £400
  5 passengers - £200	5 passengers - £225	5 passengers - £450



• For larger groups please contact the booking centre directly at service@heathrowupgrade.com to obtain a quote and arrange your booking. Prices stated are valid until 28 February 2019.


• For bookings made with less than 24 hours’ notice (a “Late Booking”) there will be a Late Booking surcharge of 10% (including VAT) of the price of your booking had it been booked at least 24 hours in advance. The prices are above. For example, if you booked for 1 – 2 passengers 24 hours or more in advance it would cost £125. If you booked less than 24 hours in advance, it would cost £137.50. For bookings made between 12 and 6 hours’ notice (a “Late Booking”) there will be a Late Booking surcharge of 50% (including VAT) of the price of your booking had it been booked at least 24 hours in advance. For bookings made between 6 and 3 hours’ notice (a “Late Booking”) there will be a Late Booking surcharge of 100% (including VAT) of the price of your booking had it been booked at least 24 hours in advance.


• The prices listed above include the first 3 hours of service. After the first 3 hours of service an additional fee of £25 per hour will be charged.


• Arriving passengers will be welcomed by the Meet and Assist agent at their arrival gate. The Meet and Assist agent will have a name board displaying the party name and reference number. Due to the nature of airport operations flights may be subject to last minutes gate changes so if you cannot see your Meet and Assist agent then please call the Heathrow Upgrade customer service line on +44 (0)208 745 6011. It is the responsibility of the arriving passenger to ensure that the meet the agent at the top of the jet bridge or arrival coaching gate before commencing with their onward journey. If the passenger continues on their journey without approaching the waiting agent or contacting the reservations centre then it will be considered as a ‘no show’ and may result in the booking being cancelled at full charge. A contact number must be provided as part of the booking process. Heathrow Upgrade cannot take responsibility for services which cannot be fulfilled due to not being able to contact the passenger.


• Departing passengers should contact the reservations centre 15 minutes before arrival at Heathrow as detailed in condition 8 above. A contact number for the passenger(s) travelling must be provided as part of the booking process. Heathrow Upgrade cannot take responsibility for services which cannot be fulfilled due to Meet and Assist agents not being able to contact the passenger.



Heathrow Upgrade Complimentary pushchair/stroller service

• Complimentary pushchairs/strollers are a pre-booked service only and can be requested up to 48 hours in advance via the online payment system at www.heathrow.com/upgrade.com or by phone on +44 (0)208 745 6011 or email service@heathrowupgrade.com.


• This service will only be bookable as an add-on to one of the Meet and Assist packages advertised and are subject to availability. This is a single child pushchair/stroller service; therefore any additional requirements can be arranged, maximum of three pushchairs per meet & assist service booked (Subject to availability at an additional cost of £30 per pushchair/stroller).

  Arrival/Departure/Connection
  a.   First Pushchair	-  Complimentary
  b.   b. Second Pushchair	-  £30
  c.   c. Third Pushchair	-  £30



• Arriving passengers will be welcomed by the Meet & Assist agent either at the gate or on the forecourt with a fully assembled, single child pushchair/stroller. The pushchair/stroller will have been subject to a full safety check prior to use to ensure that the equipment complies with all necessary Health and Safety requirements. All Meet & Assist agents are fully trained on the use of the equipment. Pushchairs/strollers are designed for the use of infants not exceeding 15kgs.


• It is the responsibility of the parent/guardian to place their own child into the pushchair/stroller and ensure that the safety harness is secured around the infant prior to moving off and follow all safety instructions given to them by the Heathrow Meet & Assist agent. The Meet & Assist agent will ensure that this step has been completed before the parent/guardian commences pushing the child through the airport


• To prevent tipping, under no circumstances should any luggage be placed on the handles of the pushchair/stroller. The storage basket can be used for smaller items not exceeding 4.5kgs. The pushchairs/stroller must not be used on stairs or escalators. The Heathrow Meet & Assist agents will advise of the whereabouts of the elevators/lifts provided in the Terminals.


• The parent/guardian accepts full responsibility for their child whilst utilising the equipment provided by Heathrow Upgrade



The booking process

• All pre-booked Heathrow Upgrade services must be paid in full in advance by either credit or debit card. Heathrow Upgrade accepts all major credit card/debit cards including American Express. Payment for Heathrow Meet and Assist services in cash is not accepted. Payments for turn up and pay Bag Porter services may be made in cash in British pounds or by Credit/debit card. All prices quoted are inclusive of transaction fees, service charges and VAT


• Passengers must have a flight number before making a Heathrow Upgrade booking. Bookings must be made a minimum of 24 hours in advance of the flight time for Heathrow Meet and Assist and at least 12 hours in advance for the Bag Porters and are subject to operational capacity and availability. Passengers must provide their flight details, if requested, when making a booking.


• Booking requests must be made using the online booking system available at www.heathrow.com/upgrade or via the reservations centre on +44 (0)208 745 6011. Providing incomplete or inaccurate data may result in a booking being refused or later cancelled by Heathrow. If any information supplied at the time of booking is incorrect Heathrow reserves the right to cancel the service.


• Passengers requiring wheelchair assistance or with other special requirements should make these known to Heathrow during the booking process and they will be redirected to the Heathrow PRM service providers.


• Prices advertised on the website or in any quotation may be changed or withdrawn by Heathrow at any time. Payment will be taken in full at the time of booking at the agreed rate.


• Heathrow is not obliged to accept any booking, which constitutes an offer to purchase Heathrow Upgrades services. If a booking is accepted, a confirmation notice will be sent via the online booking system whereupon a binding contract is formed on these Terms and Conditions between Heathrow and (i) the individual or company named on the online booking system and (ii) also (if different to (i)) the travelling passenger(s).


• Passengers (or those making bookings on their behalf) may from time to time be offered the opportunity to make an advance purchase of Heathrow Upgrade services at a discounted rate. Such purchase does not guarantee availability of Heathrow Upgrade services and the process set out in these terms and conditions must be followed to confirm a booking. Where an advance purchase is made, bookings must be made within 12 months failing which any unused credit from the advance purchase will be forfeited.



Bookings made on behalf of passengers

• Where a booking is made by a person other than the passenger, that person shall procure that each passenger using Heathrow Upgrade is aware of and accepts these terms and conditions (including those relating to the provision of personal and travel information).


• Heathrow Upgrade bookings may be made by third parties as agent for the passenger, in which case the name of the passenger must be specified on the online booking system and on confirmation of a booking a binding contract is formed with the passenger on these Terms and Conditions and payment must be made prior to travel.
  

  Cancellation and changes to a booking
  Cancellation of Meet and Assist Services

  In this section “you” and “your” means the passenger and “us”, “our” and “we” means Heathrow.
• You have a legal right to cancel a contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 within 14 days of your booking (the “Cancellation Period”). This means that if you change your mind during the Cancellation Period, or decide for any other reason that you do not want to keep your booking for your Meet and Assist service, you can notify us of your decision to cancel the contract and receive a refund. Advice about your legal right to cancel the contract is available from your local Citizens’ Advice Bureau or Trading Standards office. If you cancel between 24 to 12 hours before the commencement of the booking, you will be required to pay a 50% charge of the booking fee. If the cancellation is made between 6 to 12 hours before the commencement of the booking you will be required to pay a charge of 75% of the booking fee. In the event a cancellation is made less than 6 hours before the commencement of the booking you will be required to pay a charge of 100% of the booking fee.


• If you have booked a Meet and Assist service to commence on a date within the Cancellation Period, you are requesting that your Meet and Assist service begins during the Cancellation Period. Once the Meet and Assist service has commenced during the Cancellation Period, you may have lost your right to cancel the booking and the right to receive a refund. If you cancel your order after you have started using the Meet and Assist service, but before the end of the Cancellation Period, you will have to pay in proportion to the amount of your booking you have used. If you cancel after you have used the Meet and Assist service, you will not be entitled to receive a refund.


• To cancel your booking, you may wish to use the following cancellation form (the “Cancellation Form”).

  To Heathrow Airport Limited, Compass Centre, Nelson Road Hounslow TW6 2GW (company number 01991017), service@heathrowupgrade.com I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods[*]/ for the supply of the following service[*], Ordered on [*]/ received on [*]
  Name of consumer(s)
  Address of consumer(s)
  Signature of consumer(s) (only if form is notified on paper)
  Date
  * Delete as appropriate




Right to cancel

• You have the right to cancel this contract within 14 days without giving any reason.


• The cancellation period will expire after 14 days from the day of the conclusion of the contract


• To exercise the right to cancel, you must inform us Heathrow Airport Limited, Compass Centre, Nelson Road Hounslow TW6 2GW (company number 01991017) phone: +44 (0)208 745 6011 or email at service@heathrowupgrade.com of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model cancellation form, but it is not obligatory.


• To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.



Effects of cancellation

• If you cancel this contract, we will reimburse to you payments received from you subject to clause 43 below, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).


• If you wish to cancel your booking with more than 24 hours’ notice before the scheduled flight departure or arrival time such cancellation will incur an administration charge of 5% or £5 whichever is greater from the reimbursement.


• We will make the reimbursement without undue delay, and not later than: (a) 14 days after the day we receive back from you any goods supplied, or (b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or (c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.


• We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.


• If you requested to begin the performance of services during the cancellation period, you shall pay us an amount which is in proportion to what has been performed until you have communicated us your cancellation from this contract, in comparison with the full coverage of the contract.


• If you wish to cancel your booking after the expiry of the Cancellation Period, we must receive notice of your cancellation at least 24 hours before you have asked for your Heathrow Upgrade service to begin. If you do not give 24 hours advance notice, you will be charged the full fee for the Heathrow Upgrade service you have selected and no refund will be given. Any refunds will be made to the original card on which payment was made.


• If you wish to cancel your Heathrow Meet and Assist service after the expiry of the Cancellation Period, we must receive notice of your cancellation at least 24 hours in advance of the scheduled date and time for which you have booked your service. If you give less than 24 hours’ notice, cancellation charges as set out under condition 29 will apply. Any refunds will be made to the original card on which payment was made.


• If you fail to arrive for your pre-booked Meet and Assist service and have not cancelled the service in accordance with these terms and conditions, no refund will be provided.



Cancellation of Bag Porter

• If you wish to cancel a pre-booked Heathrow Upgrade dedicated Bag Porter service, we must receive notice of your cancellation at least 24 hours in advance of the scheduled date and time for which you have booked your service. If you give less than 24 hours’ notice a cancellation charge of 100% shall apply. Any refunds will be made to the original card on which payment was made.


• If you fail to arrive for your pre-booked Bag Porter service and have not cancelled in accordance with these terms and conditions, no refund will be provided



Changes to all Services

• To make a change to your booking please call the reservations centre on +44(0)208 745 6011. Changes may be made to bookings without charge if the change is requested with at least 24 hours’ notice before the scheduled flight departure or arrival time.


• If you wish to make a change to your booking with less than 24 hours’ notice before the scheduled flight departure or arrival time such change will incur an administration charge of 10% (including VAT).


• Where your scheduled flight departure or arrival is delayed, changes can be made without charge. Once you are made aware that your flight departure or arrival will be delayed please contact the reservations centre on +44 (0)208 745 6011 to inform them of the change.



How passenger information will be used

• Passenger details will be taken and stored by Heathrow at the time of booking. The making of a booking constitutes consent for Heathrow to use the passenger's name, address, passport and travel details to provide Heathrow Upgrade services and to fulfil relevant security, operational and border control requirements and to pass such data to government authorities for border control and aviation security purposes.


• Where a booking is made on behalf of any passenger(s), the person making the booking warrants that they have the permission of each passenger to use the details taken by Heathrow as described in condition 49.



Exclusions

• Each passenger is responsible for monitoring airline schedules and any potential changes to flight times. Passengers are responsible for ensuring that they meet the appropriate passport, visa and heath requirements and Heathrow accepts no responsibility in this respect.


• Heathrow reserves the right to cancel bookings for any reason including, without limitation, operational, safety, capacity or security requirements. On the rare occasion when a booking is cancelled by Heathrow in such circumstances, a full refund will be provided.



PLEASE READ THE FOLLOWING CONDITIONS CAREFULLY – YOUR ATTENTION
IS PARTICULARLY DRAWN TO THIS CLAUSE:

• Heathrow accepts no liability for losses, delays or disruptions incurred as a result of:
  
  
  • incorrect information being supplied to Heathrow;
  
  
  • third parties' acts or omissions including airlines, security and border control authorities, ground handlers or third party transport arranged by or on behalf of the passenger.


• Nothing in these terms and conditions limits or excludes the liability of Heathrow for:
  
  
  • death or personal injury caused by Heathrow's negligence;
  
  
  • in respect of any fraud or fraudulent misrepresentation; or
  
  
  • to the extent that such limitation or exclusion is not permitted by law.


• Subject to condition 54, Heathrow shall not be liable for any:
  
  
  • loss of profits;
  
  
  • loss of revenue;
  
  
  • loss of use;
  
  
  • loss of or corruption to data or information; or
  
  
  • indirect or consequential loss.


• Subject to condition 65 and 66, Heathrow's total aggregate liability in contract, tort (including negligence), misrepresentation, restitution or otherwise in connection with the Heathrow Upgrade service shall be limited to £10,000.



Complaints

• Any complaints regarding the Heathrow Upgrade service should be addressed in writing to Heathrow's Head of Premium Services at the following address: The Compass Centre, Nelson Road, Hounslow, Middlesex, TW6 2GW or feedback@heathrowupgrade.com



General

• These terms and conditions are subject to English law and any dispute shall be subject to the non-exclusive jurisdiction of the English courts. Nothing in these Terms and Conditions affects your statutory rights.


• Heathrow reserves the right to modify these Terms and Conditions at any time. You are advised to visit www.heathrow.com/upgrade regularly to check for updates.

 Heathrow Porters

 

 Heathrow Meet & Assist (Concierge Staff)