AGREEMENT AND POLICY

AIRPORT ASSISTANCE FAQ'S

General Terms & Conditions


AirportAssist.com (MUrgencyAirportAssistance.com) is the DBA (doing business as) for Airport Assistance, Fast Track, Meet & Greet, VVIP, VIP, CIP, Lounge and Airport Transfer Services facilitated by AirportAssist.com business vertical of MUrgency Inc., a USA Corporation based in Dover, Delaware, USA since 2014. AirportAssist.com was previously known under the brands “Airport Assist by MUrgency” and “MUrgency Airport Assistance”. The service was relaunched under the brand “AirportAssist.com” in July 2020. Collectively, MUrgency Inc., have legal rights to 1000+ Airport / City specific domain names as “City/AirportAirportAssistance.com”, host 1000+ City/Airport specific “City/AirportAirportAssistance.com” websites and facilitates Airport Assistance, Fast Track, Meet & Greet, VVIP, VIP, CIP, Lounge and Airport Transfer Services in 1000+ Airports in 195 Countries across the world.

“Company”, “Corporation”, “We”, “Us”, or “Our” in these terms and conditions, refer to AirportAssist.com / MUrgency Inc. “You” in these terms and conditions refers to the individual person / company creating an account with Us and / or the customer booking a reservation through Us. “You”, “Customer”, “User” & “Service User” may be used interchangeably in these terms and conditions to refer to the person booking and / or using the service.

The Airport User Regulations of the respective Airport where service is sought by the customer from Us and where service is provided / facilitated by Us forms an integral component of these general terms and conditions. The Airport User Regulations may be collected from the respective Airport Information Office or downloaded from the respective Airport Website. It is important to note that the Airport User Regulations of the respective Airport overrides any / all clauses in these terms and conditions.

Terms and conditions for Our service and offerings can be changed from time to time to suit various legal, business, and customer requirement. By browsing or accessing Our website, or any other of Our other platforms, You agree and acknowledge to have read, understood, and agreed to these terms and conditions.

The fees for services provided / facilitated by Us is based on the service period not exceeding two hours after the scheduled time or arrival / departure of the particular flight in which the customer is flying / booked to fly. Should unforeseen delays occur, We reserves the right to charge additional fees.

We provide / facilitate standard bouquet of services – Airport Assistance, Fast Track, Meet & Greet, VVIP, VIP, CIP, Lounge and Airport Transfer Services – for specified fees. Should a customer request services from Us, which are not offered in the current description of services on Our website, the customer must request and coordinate this with Our online team in advance and in writing through email/s from Our official email addresses ending with @AirportAssist.com. Such specifically requested services may generate additional fees which are to be paid additionally by the customer.

A booking becomes legally binding when We send the confirmation voucher for the service to the customer via email.

Bookings made using Our online booking system or through email exchange/s with Our team less than 24 hours prior to the customer’s scheduled arrival / departure time will be subject to availability and additional surcharges charges.

Charges for Our services are payable in full when a booking is made. Cancellations and amendments are subject to Our Amendments, Refund & Cancellation policy.

Services offered by Us are provided either by Our own team members and / or facilitated through third party individuals / organizations (“Suppliers”). There may be specific rules and policies in place at certain airports governing both Our own team members and / or Suppliers. By using services offered by Us, You agree to be bound by these specific rules and policies of the Airports.

We will use reasonable actions to ensure that the services are provided as marketed / advertised, but We do not warrant or guarantee this, and We are not liable for any loss to You or any co-traveler, arising directly or indirectly from the provision or non-provision (whether in whole or in part) of the marketed / advertised service.

Unless otherwise confirmed by Us in the specific service confirmation email, Our services do not include entry to an Airport Lounge. Airport Lounge access may be available at selected airports subject to additional fees.

The bookings made through Us are not transferable.

All services provided by Us are subject to availability.

Use of the Airport Assistance, Fast Track, Meet & Greet, VVIP, VIP, CIP, Lounge and Airport Transfer Services facilitated by Us does not generally exempt passengers from obligatory government measures or requirements such as aviation security checks, passport / visa / immigration checks and customs checks unless the responsible government agency has issued specific written exemption to the customer.

Your / Customer’s / Service User’s Responsibility

You acknowledge and agree to read and abide by these Terms and Conditions, as these define what services are included within the services for your specific journey.


Bookings containing incorrect Customer details, flight details, terminal details and/or product selection may be considered void by Us or may result in service not being received by You.


You acknowledge and accept that it is Your sole responsibility to ensure that the information supplied in Your Reservation Request / Booking 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.


Further, You acknowledge and accept that it is Your sole responsibility to ensure that the contact details You provide when making Your Reservation Request / Booking (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.


Your booking will cover You and any co-travelers 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.


AirportAssist Services for children and the fees vary across the Suppliers; Customers are advised to check with 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.


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 porter charges are not included in the AirportAssist Services and you will be solely liable for such charges.


AirportAssist Services are only available to Customers. Prices do not include any additional travelers not named at the time of booking. Such persons are subject to an additional charge if they accompany the Customer(s).


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.

General Amendments, Refund & Cancellation Policy

The Amendments, Refund & Cancellation policy will differ from one service provider to another. It also varies for different airports and services. Kindly check them in your reservation confirmation.

Amendments

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 charge you extra (as applicable) to make up the difference in price. This is subject to availability and confirmation by our Service Provider.

Any amendments made within 48 hours of commencement of the Service or any amendments to bookings for more than 4 people, are subject to availability and confirmation by the Service Provider and may incur additional fees.

If the prices have changed between the time of the original booking and any requested change, we reserve the right to charge the difference, to the amended booking. We will take any additional payment at the time of receiving the booking change request.

Amendments made outside 48 hours are free of charge (Applicable to airports in the Middle East and Africa). In certain airports, amendments within 48 hours of the service time are not allowed and will be treated as a cancellation. (This can differ from one service provider to another). Kindly check them in your reservation confirmation.

Amendments made outside 72 hours are free of charge (Applicable to airports in Asia, Europe, Australia, and the US). In certain airports, amendments within 48 hours of the service time are not allowed and will be treated as a cancellation. (This can differ from one service provider to another). Kindly check them in your reservation confirmation.

The amendments do not become binding until adjusted written booking confirmation is sent and received by email.

Cancellation

You may contact us if you wish to cancel a booking, 48 hours (local time of flight) before the commencement of the Service. (The refund amount will depend on the Terms and Conditions of the Service Provider). Kindly check them in your reservation confirmation.

Refunds

Any refunds made as a result of cancellation can only be made to the credit card that was used to pay the Booking Fee.

No refund will be made in case of No Show.

In the event of no prior notification, Airport Assist will not be liable to any refund. Amendments, Refund & Cancellation policy for

In certain cases, delays and cancellations may result from factors beyond Our or Our suppliers’ control such as the weather, accidents, governmental restrictions and other events of force majeure. In such cases, Our liability is limited to re-performance of the cancelled service. In exceptional circumstances, a refund or partial refund may be given in Our discretion and / or the discretion of the Supplier of the services concerned but it is not guaranteed.

Force Majeure Situations

Airports worldwide can witness unforeseen security restrictions being imposed by the Government, Airport Authorities, or Security Agency, due to certain security situation at the Airport or even for undisclosed reasons. In such cases, all the Airport Assistance services can be suspended without prior notice. This can lead to the inability to provide the booked services. But in such scenarios, You will receive a full refund of the fee paid to Us.

In certain cases, delays and cancellations may result from factors beyond Our or Our suppliers’ control such as the weather, accidents, governmental restrictions and other events of force majeure. In such cases, Our liability is limited to re-performance of the cancelled service. In exceptional circumstances, a refund or partial refund may be given in Our discretion and / or the discretion of the Supplier of the services concerned but it is not guaranteed.

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World’s Largest Airport Assistance Network

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Services across 1126 Airports