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Terms and Conditions of use of Heathrow VIP Black Service

The following sets out the terms and conditions of use for the Heathrow VIP Black Service, a service provided (for a fee) by Heathrow Airport Limited whose registered office is at Compass Centre, Nelson Road, Hounslow, TW6 2GW (company number 01991017) ("Heathrow"). These Terms and Conditions apply to all travelling passengers and any third parties (including individuals and or companies) acting for and on behalf of such passengers making a booking (whether with Heathrow VIP directly on our website, over the telephone or via one of our booking agents or resellers) and/or using Heathrow Black Service VIP.

"We", "our" and "us" are references to Heathrow. "You" and "your" are references to the passenger and/or person who makes a booking with Heathrow VIP and/or person who is acting on behalf of the passenger(s), as the context requires.

USE OF HEATHROW VIP BLACK SERVICE

1. DEFINITIONS

“Additional Fees” means those additional surcharges and fees levied in relation to any Additional Services and/or as otherwise in connection with the use of the Heathrow VIP Black Service as further set out in these Terms and Conditions, to be determined and levied at the sole discretion of Heathrow and other service providers;
“Advanced Passenger Information” means the information contained in the Passenger’s passport and/or other travel documentation used for travelling to and from Heathrow Airport;
“GDPR” means the General Data Protection Regulation 2016/679;
“Heathrow VIP” means Heathrow Airport’s VIP Service department and the wider Heathrow VIP commercial service offered to passengers and other guests in exchange for associated fees;
In these Terms and Conditions, the following expressions have the following meanings unless inconsistent with the context: “Heathrow VIP Areas” means all areas and environs allocated to Heathrow VIP including Heathrow VIP Black Service Areas and Lounges and the surrounding forecourts and access areas;
“Heathrow VIP Black Service Areas” means the Windsor Suite at Terminal 5 of Heathrow Airport and the surrounding areas;
“Heathrow VIP Black Service Lounges” means the private lounge for exclusive use of the Passengers, located in the Windsor Suite at Terminal 5 of Heathrow Airport;
“Meet and Greet Guests” means an individual that uses the Heathrow VIP Black Service in conjunction with a Passenger’s Heathrow VIP Black Service booking and is not travelling on a flight arriving at or departing from Heathrow Airport; 
“Passengers” means the individuals referenced in these Terms and Conditions that will be using the Heathrow VIP Black Service and are travelling on arriving and/or departing flights to and from Heathrow Airport and/or have connecting or transferring flights through Heathrow Airport; 
“Passenger Group” means a group of travelling Passengers in the same Heathrow VIP Black Service booking that are either (i) arriving at Heathrow Airport on the same flight, (ii) departing from Heathrow Airport on the same flight, and/or (iii) have the same connecting or transferring flights through Heathrow Airport;
“VAT Refund Service” means the value added tax (“VAT”) refund service provided by Travelex at Heathrow Airport for eligible passengers, as detailed on Heathrow’s website: www.heathrow.com/airport-guide/terminal-facilities-and-services/vat-refunds;

2. SERVICES

  • 2.1 In consideration of the relevant fees, Heathrow VIP Black Service is available to Passengers who are travelling through Heathrow Airport in First or Business class cabins and includes:
    • 2.1.1 use of the Heathrow VIP Black Service Lounges in connection with arriving, departing or connecting flights at Heathrow Airport (subject to clause 2.6 below);
    • 2.1.2 use of a dedicated security and immigration lane when required;
    • 2.1.3 private airside vehicle transfer to and from the aircraft;
    • 2.1.4 dining options from an à la carte menu and beverage list; and
    • 2.1.5 a landside chauffeur service to/from Heathrow Airport (in accordance with clause 8.2).
  • 2.2 Heathrow VIP Black Service is available as follows:
    • 2.2.1 for Passengers departing from Heathrow Airport for a maximum of two (2) hours prior to the scheduled departing flight time;
    • 2.2.2 for Passengers connecting or transferring through Heathrow Airport, for maximum of three (3) hours prior to the scheduled departing flights, subject to clause 2.3.2 below;
    • 2.2.3 for Passengers arriving at Heathrow Airport, for a maximum of one (1) hour following the scheduled fight arrival time.
  • 2.3 Heathrow VIP Black Service is available as follows:
    • 2.3.1 for Passengers arriving at or departing from Heathrow Airport, Heathrow VIP Black Service is available for up to a maximum of twelve (12) Passengers as a Passenger Group per Heathrow VIP Black Service Lounge (excluding children under two (2) years of age) travelling together on the same arriving or departing flight;
    • 2.3.2 for Passengers connecting or transferring through Heathrow Airport, Heathrow VIP Black Service is available for up to a maximum of twelve (12) Passengers as a Passenger Group per Heathrow VIP Black Service Lounge (excluding children under two (2) years of age) who are travelling through Heathrow Airport together on the same flights with a maximum planned layover time of three (3) hours. Use of Heathrow VIP Black Service may be permitted for longer layover periods, with an Additional Fee charged. If layover time exceeds three (3) hours due to flight delays, Heathrow may, at its sole discretion, extend the allocated time in the Heathrow VIP Black Service Lounges, subject to availability.
  • 2.4 On request, Heathrow may, in its sole discretion and subject to availability, permit the maximum number of Passengers listed in clause 2.3 to be increased. Heathrow may charge Additional Fees for such increase.
  • 2.5 For Passengers connecting or transferring through Heathrow Airport, Heathrow VIP Black Service is available for Passengers arriving and departing on the same flights as the other Passengers in their Passenger Group and with a maximum planned layover time of three (3) hours. Use of Heathrow VIP Black Service may be permitted for longer layover periods, with an Additional Fee charged for every additional three (3) hour slot (or part thereof). For the avoidance of doubt, Passengers will be charged for an entire three (3) hour slot regardless of whether or not they require to use the Heathrow VIP Black Service for three (3) hours or less. If the layover time exceeds three (3) hours due to flight delays, Heathrow may, at its sole discretion and subject to availability, extend the allocated time for use of the Heathrow VIP Black Service and access of the Heathrow VIP Black Service Lounges as appropriate without charging Additional Fees.
  • 2.6 Passengers within the same Passenger Group that are arriving on the same flight and are connecting or transferring to separate flights will, subject to Heathrow’s approval, be charged the full Additional Fees relating to the Heathrow VIP Black Service on an individual basis.
  • 2.7 In the event a Passenger’s departing or arriving flight is delayed, Heathrow may, at its sole discretion and subject to availability, extend the allocated time in the Heathrow VIP Black Service Lounges as appropriate without charging Additional Fees.
  • 2.8 Children under sixteen (16) years of age may not use Heathrow VIP Black Service unaccompanied.
  • 2.9 Heathrow may, at its sole discretion, accommodate a number of Passengers or Passenger Groups within a shared lounge or elsewhere within Heathrow Airport if slot bookings for the Heathrow VIP Black Service Lounges are missed due to flight delays, if the Heathrow VIP Black Service Lounges space is limited or unavailable or for operation reasons.
  • 2.10 The standard operating times of Heathrow VIP are from 05:30 – 22:30 (UK time). Use of Heathrow VIP Black Service outside of these hours may be available subject to prior agreement with Heathrow and at alternative and/or additional rates to be determined by Heathrow.
  • 2.11 landside chauffeur service to/from Heathrow Airport is included in the fees for using Heathrow VIP Black Service subject to the following:
    • 2.11.1 group size of:
      • 2.11.1.1 1-3 allocated 1x BMW 7-series or equivalent (suitable for up to 2 hold bags);
      • 2.11.1.2 4-6 allocated 1x Mercedes V-class or equivalent (suitable for up to 6 hold bags);
      • 2.11.1.3 7-9 allocated 1x BMW 7-series or equivalent plus 1x Mercedes V-class or equivalent (suitable for up to 8 hold bags in total);
      • 2.11.1.4 10-12 allocated 2x Mercedes V-class or equivalent (suitable for up to 12 hold bags); or
      • 2.11.1.5 by exception (for instance in the situation outlined at clause 3.2 below), a Mercedes Vito baggage van may be provided in place of the optional chauffeur vehicles to transport up to twenty-five (25) hold bags (not for the transportation of Passengers);
    • 2.11.2 travel within twenty-five (25) miles of the Heathrow VIP Areas; and
    • 2.11.3 bookings for the optional landside chauffer service must be made with Heathrow at least twenty-four (24) hours prior to the Heathrow VIP Black Service booking and are subject to availability.
  • 2.12 Further to clause 2.11.2, in the event the Passengers require to travel more than twenty-five (25) miles of the Heathrow VIP Areas, an Additional Fee of £3.00 per additional mile, per vehicle will apply. This Additional Fee is subject to change at Heathrow’s sole discretion.
  • 2.13 The airside private vehicle transfer service is included in the fees for using Heathrow VIP Black Service subject to a group size of:
    • 2.13.1 1-3 allocated 1x BMW 7-series or equivalent;
    • 2.13.2 4-6 allocated 1x Mercedes V-class or equivalent;
    • 2.13.3 7-9 allocated 1x BMW 7-series or equivalent plus 1x Mercedes V-class or equivalent; or
    • 2.13.4 10-12 allocated 2x Mercedes V-class or equivalent.
  • 2.14 In the event the number of Passengers exceeds the numbers listed in clause 2.13, Heathrow may, at its sole discretion and subject to availability, allocated vehicles to the Passengers as it sees fit on the date of travel.
  • 2.15 Alternative or additional vehicles and vehicles services may be requested and supplied to Passengers at Heathrow’s sole discretion and subject to availability. Additional Fees will be levied with respect to any alternative or additional vehicles and vehicles services in accordance with clause 3 (Additional Services). For every additional vehicle, the Passengers will be charged an Additional Fee of £75.00 (excluding VAT), per booking. 

3. ADDITIONAL SERVICES

  • 3.1 Additional services may be arranged through Heathrow VIP (and other service providers) in conjunction with Heathrow VIP Black Service. These include:
    • 3.1.1 VAT Refund Service;
    • 3.1.2 Heathrow personal shopping experiences as detailed at https://boutique.heathrow.com/en/contact/personal-shopper; and/or
    • 3.1.3 Alternative or additional vehicle services to those included in clauses 2.11 and 2.13 (as referred to in clause 2.15) including additional baggage vehicles, additional Passenger vehicles and additional mileage; 
    • 3.1.4 Other services requested by the Passengers and provided by Heathrow or other service providers in conjunction with the Passengers’ use of the Heathrow VIP Black Service that are not included in the standard Heathrow VIP Black Service (as outlined at clause 2.2).
  • (together "Additional Services" and each an "Additional Service").
  • 3.2 In relation to the Additional Services outlined in clause 3.1.3, Passengers may request to use and drive their own vehicles to access the Heathrow VIP Areas. In this event, the Passengers use their vehicles at their own risk and Heathrow accepts no liability for the use of the Passengers’ vehicles. Furthermore, Heathrow’s insurance will not cover any damage caused to or by the Passengers’ vehicles.
  • 3.3 Additional Services are not included in the fees for using Heathrow VIP Black Service and Additional Fees will be due in respect of any Additional Services. Subject to clause 3.5, Additional Services are subject to availability at Heathrow’s sole discretion and payment for any Additional Services will be taken from the card or payment method used at the time of booking the Heathrow VIP Black Service, unless you notify Heathrow VIP otherwise.
  • 3.4 For more information on and to book any Additional Services, please indicate your interest at the time of making your booking reservation for Heathrow VIP Black Service on the Heathrow VIP website www.heathrowvip.com or at least twenty-four (24) hours in advance by telephone on +44(0)20 8757 2227 or at least twenty-four (24) hours in advance by email to enquiriesvip@heathrow.com.
  • 3.5 Some of the Additional Services detailed above are provided by third party companies and would be subject to the third party’s terms and conditions and payment arrangements. Heathrow accepts no liability for those services.

4. BOOKING PROCESS

  • 4.1 All Passengers must have a flight reservation for travel to, from or through Heathrow Airport before making a Heathrow VIP Black Service booking.
  • 4.2 Bookings for Heathrow VIP Black Service and any Additional Services may be made twenty-four (24) hours in advance of the Passengers’ scheduled flight time subject to operational capacity and availability. At Heathrow’s sole discretion and subject to availability, bookings for Heathrow VIP Black Service and any Additional Services may be made less than twenty-four (24) hours prior to the Passengers’ scheduled flight time.
  • 4.3 Booking requests must be made using the Heathrow VIP online booking system available at www.heathrowvip.com or by calling our telephone booking and enquiry line on +44(0)20 8757 2227.  Providing incomplete or inaccurate information may result in a booking being refused or later cancelled by Heathrow or Additional Fees being charged in accordance with clause 9.7.  If any information supplied at the time of booking is incorrect Heathrow reserves the right to refuse use of Heathrow VIP Black Service and access to the Heathrow VIP Areas with no refund, including no refund of VAT.
  • 4.4 Passengers requiring wheelchair assistance or with other special requirements should make these known to Heathrow using the “Further Requirements” section of the Heathrow VIP online booking system at the time of booking.
  • 4.5 Prices for Heathrow VIP Black Service are given at the time of making a booking or may be requested in advance of making a booking with Heathrow VIP. Prices may also be outlined in an additional quotation provided by Heathrow in relation to Heathrow VIP Black Service and any Additional Services. These prices may be changed or withdrawn by Heathrow at any time.
  • 4.6 Payment for Heathrow VIP Black Service may be made through an account held on the Heathrow VIP online booking system by an accepted credit card. Payment for Heathrow VIP Black Service by cash is not accepted. Payment will be taken in full at the time of booking at the agreed rate plus any applicable VAT or taxes. Unless an account is held on the Heathrow VIP online booking system, where full payment has not been received by Heathrow at the time of booking, the booking will be cancelled.
  • 4.7 If an account is held with Heathrow on the Heathrow VIP online booking system, the Passenger may apply to make payment for the Heathrow VIP Black Service by being issued with a VAT invoice from Heathrow (an “Invoice Account”). Applications by Passengers for an Invoice Account are subject to credit checks on the Passenger. If the Passenger is accepted for an Invoice Account, Heathrow will issue VAT invoices to the Passenger for Heathrow VIP Black Service a month in arrears and the Passenger shall make payment of each invoice within fourteen (14) days from the invoice date.
  • 4.8 Heathrow reserves the right to refuse any booking at its sole discretion. A booking constitutes a request by the Passenger to Heathrow for use of Heathrow VIP Black Service. If a booking is accepted, a confirmation notice will be sent via the Heathrow VIP online booking system and/or by email whereupon a binding contract is formed subject to these Terms and Conditions between Heathrow and the individual named on the Heathrow VIP online booking system, the Passengers and any Meet and Greet Guests.
  • 4.9 For the avoidance of doubt, in the event payment for a Heathrow VIP Black Service booking is not made to Heathrow by the dates required by Heathrow (in accordance with these Terms and Conditions), Heathrow may invoke debt recovery action against the Passenger and restrict or revoke the Passenger’s (or those making bookings on their behalf) account on the Heathrow VIP online booking system and use of the Heathrow VIP Black Service indefinitely.
  • 4.10 Passengers (or those making bookings on their behalf) may from time to time be offered the opportunity to make an advance purchase of credit for use on Heathrow VIP Black Service at a discounted rate (“Advance Purchase”). Such Advance Purchase does not guarantee availability of Heathrow VIP Black Service 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 twelve (12) months failing which any unused credit from the Advance Purchase will be forfeited and non-refundable. For the avoidance of doubt, Advance Purchases cannot be used in conjunction with any other offers or agreements.

5. BOOKINGS MADE ON BEHALF OF PASSENGERS

  • 5.1 Where a booking is made by a third party for and on behalf of a Passenger, such third party shall ensure that each Passenger using Heathrow VIP Black Service is aware of and understands that they are bound by these Terms and Conditions.
  • 5.2 Heathrow VIP Black Service bookings may be made by a third party as agent for the Passenger (an “Agent”), in which case the name of the Passenger must be specified on the Heathrow VIP online booking system and payment must be made in full in accordance with clause 4.5. In the case of an Agent making the Heathrow VIP Black Service booking, the Passenger must have appointed the Agent to make such booking on the Passenger’s behalf, and Heathrow may require evidence of such appointment from the Agent. In addition, the Passengers shall remain responsible for the booking and any obligations to Heathrow with respect to the booking.

6. GUESTS

  • 6.1 Each Passenger Group may have a maximum of two (2) Meet and Greet Guests per Passenger Group who may access the Heathrow VIP Black Service Areas. Meet and Greet Guests must arrive no earlier than (i) thirty (30) minutes prior to the arrival time or (ii) two (2) hours prior to the scheduled departure time of the Passengers confirmed at the time of booking and must vacate the Heathrow VIP Areas once the Passengers have left.
  • 6.2 At Heathrow’s sole discretion and subject to availability, the maximum number of Meet and Greet Guests may be increased upon request at least twenty-four (24) hours prior to the scheduled flight arrival or departure time of the Passengers. Additional Fees will be charged for each additional Meet and Greet Guest.
  • 6.3 Names and details of any Meet and Greet Guests must be supplied to Heathrow at the time of booking otherwise they will not be permitted access to the Heathrow VIP Black Service Areas.
  • 6.4 Meet and Greet Guests must remain landside at all times and will not be permitted to access any airside area nor shall they be allowed to escort the Passengers to the aircraft.

7. LUGGAGE

  • 7.1 Airlines often charge excess luggage fees to Passengers wishing to check in more bags than their allocated maximum allowance. If a Passenger wishes to check in more bags than their allowance, they must arrange this with their airline and pay any excess luggage charges directly to their airline. In this event, the Passengers may be required to attend the main terminal building at Heathrow Airport where their airline’s check-in facilities are located. For information on luggage restrictions applicable to the Passenger’s airline, please contact the airline direct. Heathrow accepts no liability for Passengers who have excess luggage and have not arranged for this with their airline.
  • 7.2 The fees for Heathrow VIP Black Service includes a fee for handling a maximum of ten (10) pieces of hold luggage per Passenger and a maximum of fifty (50) pieces of hold luggage per booking. Additional fees will apply for additional luggage exceeding these maximums. Heathrow VIP will liaise with the Passenger’s airline to screen, transport, check-in and label the Passenger’s luggage for them. The Passenger’s airline may speak with the Passenger directly to ask security questions during this process. If a Passenger wishes for Heathrow VIP to process more than ten (10) items of hold luggage per Passenger, this shall incur an Additional Fee of £75.00 (excluding VAT) to process each additional bag up to a maximum of a further ten (10) (unless the number of bags exceeds fifty (50) per booking in which case further Additional Fees will apply). Please note that a Passenger’s airline hold luggage allowance may vary from the number noted in this clause 7.2 and it is the responsibility of the Passenger to inform themselves of the luggage restrictions applicable to their airline. Heathrow accepts no liability for any damage caused to property whilst being handled by an employee or representative of any airline.

8. ARRIVAL AT HEATHROW AIRPORT

  • 8.1 The entrance to the Heathrow VIP Black Service Areas and Heathrow VIP Black Service Lounges are located landside at the Windsor Suite in Heathrow Terminal 5. Passengers will be transferred by private vehicle to flights departing from or arriving at Terminal 5 and the other terminals at Heathrow Airport.
  • 8.2 The Passenger and Agents must provide accurate information to Heathrow of any vehicles which will arrive at and/or depart from the Heathrow VIP Black Service Areas and must register each vehicle with Heathrow on the Heathrow VIP online booking system at least twenty-four (24) hours prior to the time of travel. If any vehicles arrive at the Heathrow VIP Black Service Areas which have not been properly registered when the booking is made, an Additional Fee of £200.00 (excluding VAT) will be charged for each additional vehicle to cover administrative and operational costs.
  • 8.3 For departure services from Heathrow Airport, all Passengers and luggage must arrive at Heathrow Airport in any event no less than ninety (90) minutes prior to the scheduled flight departure time. For Passengers connecting or transferring at Heathrow Airport, the Passengers must have a minimum connection or transferring time of eighty (80) minutes prior to the scheduled flight departure time. Late arrival may result in the airline refusing to accept Passengers and/or luggage for the flight. In such circumstances, fees paid for Heathrow VIP Black Service (including Additional Fees) will be non-refundable.
  • 8.4 Passengers must comply with airline terms and conditions (including any luggage restrictions) at all times.
  • 8.5 If Passengers intend to participate in the VAT Refund Service, the Passengers must arrive at Heathrow Airport at least two (2) hours prior to their scheduled flight departure time if they have a reasonable number of VAT claims to make prior to departure, in order for their VAT claims to be processed in time. Heathrow recommends that Passengers arrive at Heathrow Airport earlier if they have a large number of claims , being more than 5 claims, and/or their claims are of a complex nature. In this event, the Passenger should contact Heathrow VIP to discuss these arrangements and it may be necessary for the Passenger to apply for an extension of the Heathrow VIP Black Service (which will result in an Additional Fee being charged). Heathrow requires the Passengers to notify Heathrow if the Passengers are to use the VAT Refund Service at least twenty-four (24) hours prior to their scheduled flight time. The Passengers must also be properly prepared for using the VAT Refund Service so as to minimise any delays in receiving the VAT Refund Service, including booking use of the VAT Refund Service at least twenty-four (24) hours in advance of the date of travel. For the avoidance of doubt, Heathrow will not be liable for any VAT refunds that the Passenger fails to process through the VAT Refund Service in time.
  • 8.6 When using Heathrow VIP Black Service, Passengers and Meet and Greet Guests must comply with any direction or instruction given by any Heathrow officers, 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/departures/security-and-baggage
  • 8.7 Heathrow reserves the right to charge Additional Fees to the payment method used for the booking after departure of the Passengers and Meet and Greet Guests for any damage caused to any Heathrow VIP Black Service Areas and/or Heathrow VIP Black Service Lounges or for any items which are removed from the Heathrow VIP Black Service Areas and/or the Heathrow VIP Black Service Lounges by the travelling Passengers and/or Meet and Greet Guests. Heathrow will inform the Passenger or Agent of any Additional Fees payable for such damage within seven (7) days of Heathrow VIP Black Service being provided.
  • 8.8 In the event any Passengers fail to appear for their Heathrow VIP Black Service booking, for whatever reason, the Passengers will be considered a “no-show” and in such event Heathrow will refuse to provide the Passenger with a refund of the fees paid for the booking (including any Additional Fees) or any credit on their Heathrow VIP online booking account. In addition, Heathrow may refuse to allow the Passenger and/or their Meet and Greet Guests use of Heathrow VIP Black Service and access to the Heathrow VIP Black Service Lounges in the event the Passenger arrives at or departs from Heathrow Airport on a different flight from the one confirmed in their Heathrow VIP Black Service booking.

9. CHANGES TO A BOOKING (OTHER THAN CANCELLATIONS)

  • 9.1 To make a change to your booking please manage your booking on www.heathrowvip.com, call +44(0)20 8757 2227 or email enquiriesvip@heathrow.com.
  • 9.2 Changes made to a Heathrow VIP Black Service booking must be made with respect to the primary Passenger noted on the booking (the “Lead Passenger”). A booking cannot be transferred to another passenger not already included on the original booking.
  • 9.3 Changes to dates, times, flight details and/or passenger numbers may not be made to bookings less than twelve (12) hours before the scheduled flight departure or arrival time except at the sole discretion of Heathrow and will be subject to Additional Fees up to 100% of the value of the booking. In such circumstances, any fees already paid for the Heathrow VIP Black Service will be non-refundable.
  • 9.4 Notwithstanding clause 9.3 and subject to availability, changes may be made within twelve (12) hours of the scheduled flight departure or arrival if the flight is delayed beyond the control of the Passenger. Once the Passenger is aware of any delay they or the Agent must contact Heathrow VIP on +44(0)20 8757 2227 to inform Heathrow of the change. Please note clause 2.10 above.
  • 9.5 Changes to dates, times, flight details and/or passenger numbers requested more than twelve (12) hours before the scheduled flight arrival or departure time are permitted and shall not incur any Additional Fees. You may change the booking date to date falling within three (3) months prior to or following the original booking date, subject to availability.
  • 9.6 Heathrow reserves the right to refuse use of Heathrow VIP Black Service and access to Heathrow VIP Black Service Areas for any additional passengers who are not booked (to Heathrow’s knowledge and according to the Heathrow VIP online booking system) to use the Heathrow VIP Black Service and arrive with any arriving, departing, connecting or transferring Passengers with an existing Heathrow VIP Black Service booking, including any additional passengers that the Passengers and/or Agent understand form part of the booking. Heathrow may, at its sole discretion and subject to availability, permit use of the Heathrow VIP Black Service to such additional passengers at the standard Heathrow VIP Black Service charge plus an Additional Fee of £200.00 (excluding VAT) per additional passenger plus any Additional Fees should the number of overall Passengers move to a new price bracket. Such additional passengers shall be bound by these Terms and Conditions as Passengers. For the avoidance of doubt, the bookings of Passengers using Heathrow VIP Black Service cannot be transferred to another individual, nor can the names of the Passengers used for the booking be changed.
  • 9.7 Heathrow reserves the right to refuse Heathrow VIP Black Service and access to the Heathrow VIP Black Service Lounges for any Passenger and/or Meet and Greet Guests and to charge Additional Fees if the following information is inaccurate, false and/or has not been provided prior to the Passengers and/or Meet and Greet Guests arriving at the Heathrow VIP Areas:
    • 9.7.1 any Advanced Passenger Information of the Passenger;
    • 9.7.2 details of the Meet and Greet Guests (including names and number of Meet and Greet Guests); and
    • 9.7.3 details of any vehicles used to transport the Passengers and/or Meet and Greet Guests to and from the Heathrow VIP Areas or used airside, including details of the drivers of such vehicles.

10. CANCELLATION OF A BOOKING

  • 10.1 Heathrow VIP Black Service is exempted from the cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 by virtue of Regulation 28(1)(h). Once you have placed a booking with Heathrow for Heathrow VIP Black Service, there is no automatic right of cancellation.
  • 10.2 Please note that fees for Heathrow VIP Black Service are non-refundable as a result of the cancellation of any booking.

11. EXCLUSIONS

  • 11.1 Each Passenger is responsible for monitoring airline schedules and any potential changes to flight times. Passengers are responsible for ensuring that they meet any applicable passport, visa and heath requirements and Heathrow accepts no responsibility or liability in this regard.
  • 11.2 Airlines may decline to accept Passengers via Heathrow VIP Black Service in certain circumstances. In this case, Heathrow will notify the Passenger and any fee that has been paid to Heathrow for Heathrow VIP Black Service shall be refunded to that Passenger in full (including a refund of any applicable VAT). Heathrow will not refund the Passenger or Agent in the event that the Passenger is declined by the airline for travel, for instance due to late arrival or not being in possession of a valid flight booking.
  • 11.3 Any official state business and security requirements take precedence over all Heathrow VIP Black Service bookings and Heathrow reserves the right to cancel any Heathrow VIP Black Service booking, without warning, where necessary in relation to this. In this case, Heathrow will notify the Passenger and any fees that have been paid to Heathrow for Heathrow VIP Black Service shall be refunded to that Passenger or the relevant Agent in full.
  • 11.4 Heathrow reserves the right to cancel bookings or restrict the use of Heathrow VIP Black Service for any reason whatsoever including, without limitation, operational, safety, capacity or security requirements. On the rare occasion when a booking is cancelled by Heathrow in such circumstances (with no fault on the part of the Passengers), a full refund will be provided.
  • 11.5 Passengers' acknowledge that occasionally they may be required to share a private lounge, security lane or immigration lane with other Passengers.

12. LIABILITY

  • 12.1 Heathrow accepts no liability for losses, delays or disruptions incurred as a result of:
    • 12.1.1 incorrect information being supplied to Heathrow;
    • 12.1.2 third parties’ acts or omissions including airlines, security and border control authorities; or
    • 12.1.3 ground handlers or third-party transport arranged by or on behalf of the Passenger.
  • 12.2 Nothing in these Terms and Conditions limits or excludes the liability of Heathrow for:
    • 12.2.1 death or personal injury caused by Heathrow's negligence;
    • 12.2.2 in respect of any fraud or fraudulent misrepresentation; or
    • 12.2.3 to the extent that such limitation or exclusion is not permitted by law.
  • 12.3 Subject to clause 12.2, Heathrow shall not be liable for any:
    • 12.3.1 loss of profits;
    • 12.3.2 loss of revenue;
    • 12.3.3 loss of use;
    • 12.3.4 loss of or corruption to data or information; or
    • 12.3.5 indirect or consequential loss.
  • 12.4 Subject to clauses 12.2 and 12.3, Heathrow’s total aggregate liability in contract, tort (including negligence), misrepresentation, restitution or otherwise in connection with Heathrow VIP Black Service shall be limited to £100,000 per claim. For the avoidance of doubt, Heathrow’s liability for damage caused to property with a value in excess of £100,000 shall be limited to £100,000.

13. COMPLAINTS

  • 13.1 Any complaints regarding Heathrow VIP Black Service should be submitted by writing to Heathrow's Head of VIP Commercial Services at the following address: The Windsor Suite, Windsor Close, Whittle Road, Heathrow Airport, TW6 2FF or email feedbackvip@heathrow.com. Please allow twenty-eight (28) days for a reply.

14. GIFTS, GRATUITIES AND HOSPITALITY

  • 14.1 Heathrow prohibits Heathrow VIP employees and third parties operating at Heathrow Airport from offering or accepting gifts, gratuities and/or hospitality to and from the Passengers and the Meet and Greet Guests. Passengers and the Meet and Greet Guests shall not offer or send any gifts or gratuities to Heathrow VIP employees or any third parties operating at Heathrow Airport. Gifts and gratuities include anything of value, such as cash tips, certificates with monetary value (e.g. vouchers), the offer of free services or benefits in kind, and sponsorships. Hospitality includes invitations to entertainment events (within or outside office hours and/or Heathrow premises) and food and drink.
  • 14.2 While Heathrow understands it is customary and in the spirit of goodwill for some Passengers and Meet and Greet Guests to offer gifts, gratuities and/or hospitality, we believe gifts, gratuities and/or hospitality may be construed inappropriately under applicable anti-bribery laws, however unintentionally. As such Passengers and Meet and Greet Guests must ensure their actions do not infringe such applicable anti-bribery laws and any other applicable laws. We respectfully request your understanding and continuous cooperation in your dealings with Heathrow.

15. BEHAVIOUR AND CONDUCT

  • 15.1 Heathrow VIP Black Service and the Heathrow VIP Areas 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 VIP Black Service) by any other Passenger and Meet and Greet Guests.
  • 15.2 In order to preserve the privacy and confidentiality of the Passengers, all users of Heathrow VIP Black Service (Passengers and Meet and Greet Guests) must conduct themselves in an appropriate and sensible manner and must not approach any other Passengers, or disclose the presence of such Passengers to any other person or third party.
  • 15.3 Heathrow has a duty to report any suspicious behaviour of Passengers and Meet and Greet Guests to the appropriate authorities during their use of Heathrow VIP Black Service and their time at the Heathrow VIP Areas and prior to flying. Heathrow reserves the right, at its sole discretion, to remove individuals from the Heathrow VIP Areas in the event of inappropriate conduct and suspected or actual unlawful behaviour.
  • 15.4 Passengers and Meet and Greet Guests must drink alcohol responsibly when using Heathrow VIP Black Service and accessing the Heathrow VIP Areas. Heathrow does not accept responsibility or liability for Passengers or Meet and Greet Guests who drink alcohol excessively. Heathrow reserves the right to limit alcohol consumption to ensure that no Passenger or Meet and Greet Guest becomes intoxicated prior to flying. Furthermore, in the event any Passenger or Meet and Greet Guest is or becomes intoxicated Heathrow may refuse them use of the Heathrow VIP Black Service and access to the Heathrow VIP Black Service Lounges.
  • 15.5 It is the responsibility of each Passenger to ensure that they are fit for their flight following consumption of food and alcohol while using Heathrow VIP Black Service and that they meet the requirements of the relevant airline for their flight. Heathrow accepts no responsibility or liability for Passengers who are denied boarding and do not meet the relevant airlines’ requirements for flying.
  • 15.6 For the avoidance of doubt, only food and drink supplied by Heathrow at the Heathrow VIP Black Service Lounges may be consumed by Passengers and Meet and Greet Guests in the Heathrow VIP Black Service Lounges.
  • 15.7 Smoking (including smoking e-cigarettes) by Passengers and Meet and Greet Guests is only permitted in designated smoking areas. In the event Passengers and/or Meet and Greet Guests do not comply with this clause 15.7, Heathrow may refuse them use of Heathrow VIP Black Service and access to the Heathrow VIP Black Service Lounges.
  • 15.8 Heathrow reserves the right to remove individuals from the Heathrow VIP Black Service Lounges in the event of any inappropriate conduct (to be determined at Heathrow’s sole discretion).

16. HOW PASSENGER INFORMATION WILL BE USED

  • 16.1 Passenger and Meet and Greet Guest details will be taken and stored by Heathrow at the time of booking and will remain confidential to Heathrow. The making of a booking constitutes consent for Heathrow to use the Passenger’s name, address, Advanced Passenger Information, flight and land travel details to provide Heathrow VIP Black Service and to fulfil all relevant security, operational and border control requirements and to pass such data to government authorities for border control and aviation security purposes.
  • 16.2 Where a Heathrow VIP Black Service booking is made on behalf of any Passenger(s), the person or Agent making the booking represents and warrants to Heathrow that at the time of making such booking they have the permission of each Passenger to use the details taken by Heathrow as described in clause 16.1.
  • 16.3 All personal data of Passengers and Meet and Greet Guests will be used by Heathrow solely for the purposes of administering use of the Heathrow VIP Black Service, or as otherwise set out in these Terms and Conditions.
  • 16.4 Personal data of Passengers and Meet and Greet Guests will remain confidential to Heathrow (other than in accordance with clause 16.2 and any applicable law, including GDPR) and will be handled in accordance with the Heathrow’s privacy policy. For more information on the privacy policy please go to http://www.heathrowvip.com/privacy_policy.php..

17. GENERAL

  • 17.1 These Terms and Conditions shall be governed by and construed in accordance with English law. The courts of England shall have exclusive jurisdiction to settle any dispute arising out of or in connection with these Terms and Conditions. Nothing in these Terms and Conditions shall exclude or restrict any statutory rights which cannot lawfully be limited or excluded under English law.
  • 17.2 Heathrow reserves the right to modify these Terms and Conditions at any time. You are advised to visit www.heathrowvip.com regularly to check for updates.
  • 17.3 Complaints with respect to missing luggage or delays must be made to the airline directly. Any disputes between an airline, additional service providers or agencies and the Passengers and Meet and Greet Guests shall be dealt with directly between such parties Heathrow will not intervene or become involved in any such disputes.
  • 17.4 Passengers using Heathrow VIP Black Service are encouraged to carry appropriate travel insurance. Heathrow shall have no liability for anything which should reasonably be covered by the Passenger’s travel insurance.