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Terms and Conditions of use of the Heathrow Diplomatic Service

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

"We", "our" and "us" are references to Heathrow. "You" and "your" are references to the passenger, additional guests 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 THE HEATHROW DIPLOMATIC SERVICE

1. DEFINITIONS

  1. In these Terms and Conditions, the following expressions have the following meanings unless inconsistent with the context:
“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 Diplomatic 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;
“Diplomatic Mission” means embassies, High Commissions or other organisations and official representations from Foreign States and Commonwealth Countries as listed on the Foreign and Commonwealth London Diplomatic List as found on www.gov.uk;
“GDPR” means the General Data Protection Regulation 2016/679;
“Head of Mission” means the head of mission (HOM) or chief of mission (COM) who is the head of a diplomatic representation, such as an ambassador, high commissioner, nuncio, chargé d'affaires, permanent representative, a consul-general or consul;
“Heathrow Diplomatic Service Lounges” means those lounges at Heathrow Airport that are located within the Heathrow VIP Areas and are allocated for use by Passengers and Meet and Greet Guests using the Heathrow Diplomatic Service;
“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;
“Heathrow VIP Areas” means all areas and environs allocated to Heathrow VIP including Heathrow VIP Suites, forecourts and access areas;
“Heathrow VIP Suites” means rooms and areas (including the Heathrow Diplomatic Service Lounges) within the Heathrow VIP Areas used by Passengers and other guests for the purpose of using the Heathrow Diplomatic Service;
“Meet and Greet Guests” means an individual that uses the Heathrow Diplomatic Service in conjunction with a Passenger’s Heathrow Diplomatic Service booking and is not travelling on a flight arriving at or departing from Heathrow Airport, including but not limited to official representatives of Diplomatic Missions such as embassy staff and protocol officers;  
“Passengers” means the individuals referenced in these Terms and Conditions that will be using the Heathrow Diplomatic 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, including but not limited to diplomats, Heads of Missions, official representatives of Diplomatic Missions and their invited guests (such as family members and security staff);
“Passenger Group” means a group of travelling Passengers in the same Heathrow Diplomatic 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 The Heathrow Diplomatic Service is available to Passengers who are travelling through Heathrow Airport in First or Business class cabins for purposes strictly related to their role as a Diplomats, to the Diplomatic Mission, or as otherwise outlined in these Terms and Conditions.
  • 2.2 The Heathrow Diplomatic Service includes:
    • 2.2.1 use of the Heathrow Diplomatic Service Lounges for Passengers departing through Heathrow Airport (subject to clause 2.11 below);
    • 2.2.2 access to the Heathrow Diplomatic Service Lounges within Heathrow Airport that are shared with other Passengers using the Heathrow Diplomatic Service for flights arriving through Heathrow Airport (subject to clause 2.11 below);
    • 2.2.3 access to the Heathrow Diplomatic Service Lounges for flights connecting through Heathrow Airport (subject to clause 2.11 below and as determined at the point of sale);
    • 2.2.4 use of a dedicated security and immigration lane when required;
    • 2.2.5 airside vehicle transfer to and from the aircraft, to be shared with other Passengers; and
    • 2.2.6 light refreshments.
  • 2.3 The Heathrow Diplomatic Service is available as follows::
    • 2.3.1 for Passengers departing from Heathrow Airport, for a maximum of two (2) hours prior to the scheduled departing flight time;
    • 2.3.2 for Passengers connecting or transferring through Heathrow Airport, for a maximum of three (3) hours prior to the scheduled departing flight time, subject to clause 2.7 below;
    • 2.3.3 for Passengers arriving at Heathrow Airport, for a maximum of one (1) hour following the scheduled flight arrival time.
  • 2.4 On request Heathrow may, in its sole discretion and subject to availability, extend the maximum times listed in clause 2.3. Heathrow may charge Additional Fees for such extension.
  • 2.5 The Heathrow Diplomatic Service is available as follows:
    • 2.5.1 up to a maximum of twelve (12) Passengers as a Passenger Group travelling together on the same flight departing from Heathrow Airport (excluding children under two (2) years of age) will have access to and use of a Heathrow Diplomatic Service Lounge on a non-exclusive basis; or
    • 2.5.2 if determined at the time of booking that Passengers connecting or transferring through Heathrow Airport are permitted to use the Heathrow Diplomatic Service Lounges, up to a maximum of twelve (12) Passengers as a Passenger Group travelling together on the same flights at Heathrow Airport (excluding children under two (2) years of age) will have access to and use of a Heathrow Diplomatic Service Lounge on a non-exclusive basis.
    • 2.5.3 up to a maximum of twelve (12) Passengers as a Passenger Group travelling together on the same arriving flight at Heathrow Airport (excluding children under two (2) years of age) will have access to and use of a Heathrow Diplomatic Service Lounge on a non-exclusive basis.
  • 2.6 On request Heathrow may, in its sole discretion and subject to availability, permit the maximum number of Passengers listed in clause 2.5 to be increased. Heathrow may charge Additional Fees for such increase.
  • 2.7 For Passengers connecting or transferring through Heathrow Airport, Heathrow Diplomatic 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 Diplomatic 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 Diplomatic 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 Diplomatic Service and access of the Heathrow Diplomatic Service Lounges as appropriate without charging Additional Fees.
  • 2.8 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 Diplomatic Service on an individual basis.
  • 2.9 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 Diplomatic Service Lounges as appropriate without charging Additional Fees.
  • 2.10 Children under sixteen (16) years of age may not use Heathrow Diplomatic Service unaccompanied.
  • 2.11 The standard operating times of Heathrow VIP are from 05:30-22:30 (UK time). Use of Heathrow Diplomatic Service outside of these hours may be available subject to prior agreement with Heathrow and at rates to be determined by Heathrow.
  • 2.12 An airside vehicle transfer service is included in the fees for using Heathrow VIP subject to a Passenger Group size of:
    • 2.12.1 1-6 Passengers allocated 1x Mercedes V-class or equivalent (may include smaller or larger vehicles); and
    • 2.12.2 7-12 Passengers allocated 2x Mercedes V-class or equivalent (may include use of smaller vehicles, or the use of minibuses or coaches).
  • 2.13 In the event the number of Passengers exceeds the numbers listed in clause 2.12, Heathrow may, at its sole discretion and subject to availability, allocated vehicles to the Passengers as it sees fit on the date of travel.
  • 2.14 Heathrow reserves the right to require Passengers that are not travelling together to share vehicles, without notice to the Passengers. This may include transferring Passengers using vehicles such as minibuses or coaches.
  • 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 the Heathrow Diplomatic Service. These include:
    • 3.1.1 Landside chauffeur service offered for onward travel from Heathrow Airport and/or in relation to transporting baggage;
    • 3.1.2 VAT Refund Service;
    • 3.1.3 Heathrow personal shopping experiences as detailed at https://boutique.heathrow.com/en/contact/personal-shopper;
    • 3.1.4 Alternative or additional vehicle services to those included in clause 2.12 (as referred to in clause 2.15), and/or
    • 3.1.5 Any other services requested by the Passengers that are not included in the standard Heathrow Diplomatic Service, as outlined in clause 2.2,
  • (together "Additional Services" and each an "Additional Service").
  • 3.2 Any Additional Services are subject to availability at Heathrow’s sole discretion and are not included in the fees for the Heathrow Diplomatic Service. Additional Fees will be due in respect of any Additional Services. Payment for any Additional Services will be taken from the payment method used at the time of booking the Heathrow Diplomatic Service, unless you notify Heathrow otherwise.
  • 3.3 For more information on and to book any Additional Services, please indicate your interest at the time of making your booking reservation for the Heathrow Diplomatic Service on the Heathrow VIP website www.heathrowvip.com or at least 24 hours in advance by telephone on +44(0)20 8757 2227 or at least 24 hours in advance by email to enquiriesvip@heathrow.com.
  • 3.4 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 which Heathrow will provide. Heathrow accepts no liability for those services.
  • 3.5 In relation to the Additional Services outlined in clause 3.1.4, 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.

4. BOOKING PROCESS

  • 4.1 All Passengers must have a flight reservation for travel to, from or through Heathrow Airport before making a Heathrow Diplomatic Service booking.
  • 4.2 The following conditions apply to making a Heathrow Diplomatic Service booking:
    • 4.2.1 bookings must be made a minimum of twenty-four (24) hours in advance of the flight time and are subject to operational capacity and availability; and
    • 4.2.2 for bookings made with less than twenty-four (24) hours' notice ("Late Booking") there will be an Additional Fee of £200.00 (excluding VAT) per Late Booking.
  • 4.3 Booking requests must be made using the Heathrow VIP online booking system available on the Heathrow VIP website 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 the Heathrow Diplomatic Service and access to the Heathrow VIP Areas with no refund, including no refund of VAT.
  • 4.4 Passengers requiring wheelchair assistance or 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 the Heathrow Diplomatic Service are given at the time of making a booking or can be requested in advance of making a booking from Heathrow VIP. Prices may also be outlined in an additional quotation provided by Heathrow in relation to the Heathrow Diplomatic Service and any Additional Services. These prices may be changed or withdrawn by Heathrow at any time.
  • 4.6 Payment for the Heathrow Diplomatic Service may be made through an account held on the Heathrow VIP online booking system or by an accepted credit card. Payment for the Heathrow Diplomatic Service in 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 with Heathrow 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 make payment for the Heathrow Diplomatic Service by being issued with a VAT invoice from Heathrow. Heathrow will issue VAT invoices 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 the Heathrow Diplomatic 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 individual named on the Heathrow VIP online booking system and the Passengers.
  • 4.9 For the avoidance of doubt, in the event the Diplomatic Mission does not make payment for any Heathrow Diplomatic Service booking 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 Diplomatic Mission’s account on the Heathrow VIP online booking system and use of the Heathrow Diplomatic Service indefinitely.
  • 4.10 Any Additional Fees for the Heathrow Diplomatic Service incurred by the Passengers must be paid for by the Diplomatic Mission in accordance with this clause 4. The Diplomatic Mission shall inform the Passengers of this obligation for payment. If the Diplomatic Mission does not authorise the Passengers to incur Additional Fees, the Diplomatic Mission shall notify Heathrow and the Passengers of this in writing prior to the Heathrow Diplomatic Service commencing.

5. BOOKINGS MADE ON BEHALF OF PASSENGERS

  • 5.1 Bookings for the Heathrow Diplomatic Service may be made by representatives of the Diplomatic Mission and/or an agent for the Diplomatic Mission on behalf of the Passengers (an “Agent”), in which case the name of the Passengers must be specified on the Heathrow VIP online booking system and payment must be made in full prior to arrival of the Passengers at Heathrow Airport in accordance with clause 4.6. In this case of an Agent making the booking, the Diplomatic Mission 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 Diplomatic Mission and the Passengers shall remain responsible for the booking and any obligations to Heathrow with respect to the booking.
  • 5.2 Where a booking is made by an Agent or a representative of a Diplomatic Mission for and on behalf of a Passenger, such Agent or representative of the Diplomatic Mission shall ensure that each Passenger using the Heathrow Diplomatic Service is aware of, understands and agrees to these Terms and Conditions. In any every, Passengers will be bound by these Terms and Conditions.

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 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 travelling Passengers confirmed at the time of booking and must vacate the Heathrow VIP Areas once the travelling 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 by the Diplomatic Mission or Agent at least twenty-four (24) hours prior to the scheduled flight arrival or departure time. Additional Fees will be charged for each additional Meet and Greet Guest.
  • 6.3 Heads of Missions and their spouses shall not be included in the maximum number of Meet and Greet Guests stated in clause 6.1. For the avoidance of doubt, if the Heads of Missions and their spouses are not travelling they shall be deemed as Meet and Greet Guests (opposed to Passengers) for the purposes of these Terms and Conditions.
  • 6.4 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 Areas.
  • 6.5 Meet and Greet Guests must remain landside at all time and will not be permitted without Heathrow’s prior approval to access any airside area nor shall they be allowed to escort the travelling Passengers to the aircraft. The Meet and Greet Guests must also possess and wear an official Heathrow security identification pass and be in possession of any other required supporting documentation at all times when within the Heathrow VIP Areas and when airside.

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 the Heathrow Diplomatic Service includes a fee for handling a maximum of ten (10) pieces of hold luggage per Passenger. 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 one to ten (1-10) additional bags (unless the number exceeds fifty (50) per booking in which case further Additional Fees will apply – please contact Heathrow in advance of the booking for further information on such Additional Fees). 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 Areas and Heathrow Diplomatic Service Lounges are located:
    • 8.1.1 landside at the Windsor Suite in Heathrow Terminal 5;
    • 8.1.2 airside at the Spelthorne Suite in Heathrow Terminal 4; and
    • 8.1.3 airside at The Royal Suite on the southern perimeter road of Heathrow Airport.
  • 8.2 Passengers will be advised which entrance is applicable to their use of the Heathrow Diplomatic Service through separate communication (either by telephone as part of a courtesy call or by email). Passengers on flights departing from or arriving at other terminals at Heathrow Airport will be transferred to and from the terminal by vehicle.
  • 8.3 The Diplomatic Mission and Agents must provide accurate information to Heathrow of any vehicles which will arrive at and/or depart from the Heathrow VIP 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 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.
  • 8.4 For Passengers departing from Heathrow Airport, all Passengers and luggage must arrive at Heathrow Airport at the times stipulated in clause 2.3. Late arrival may result in the airline refusing to accept Passengers and/or luggage for the flight. In such circumstances, Heathrow reserves the right to refuse the Heathrow Diplomatic Service and access to the Heathrow VIP Areas and the Heathrow Diplomatic Service fees will be non-refundable (including no refund of VAT). Heathrow may, in its sole discretion, permit the Passengers to use the Heathrow Diplomatic Service and access the Heathrow VIP Areas, however Heathrow may charge Additional Fees for doing so.
  • 8.5 Passengers must comply with all airline terms and conditions (including any luggage restrictions) at all times.
  • 8.6 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 and must apply for an extension of the Heathrow VIP 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 thirty-six (36) 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.
  • 8.7 When using the Heathrow Diplomatic 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
  • 8.8 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 Areas, Heathrow VIP Suites and/or Heathrow Diplomatic Service Lounges or for any items which are removed from the Heathrow VIP Areas, Heathrow VIP Suites and/or the Heathrow Diplomatic Service Lounges by the travelling Passengers and/or Meet and Greet Guests. Heathrow will inform the Diplomatic Mission of any Additional Fees payable for such damage.
  • 8.9 In the event any Passengers fail to appear for their Heathrow Diplomatic Service booking, for whatever reason, Heathrow reserves the right to 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 Diplomatic Service online booking account. In addition, Heathrow may refuse to allow the Passenger and/or their Meet and Greet Guests use of the Heathrow Diplomatic Service and access to the Heathrow Diplomatic 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 Diplomatic 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. Alternatively, please call +44(0)20 8757 2227 or email enquiriesvip@heathrow.com.
  • 9.2 Changes made to a Heathrow Diplomatic 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 including on the original booking.
  • 9.3 Changes to dates, times, flight details and/or passenger numbers may not be made to bookings less than twenty-four (24) 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.
  • 9.4 Notwithstanding clause 9.3 above and subject to availability, changes may be made within twenty-four (24) hours of the scheduled flight departure or arrival time if the flight is delayed out of the control of the Passenger. Once the Passengers are aware of any delay they or the Agent must contact Heathrow VIP on +44(0)20 8757 2227 to inform Heathrow of the change, in accordance with clause 2.11 above.
  • 9.5 Any changes (of whatever nature) requested more than twenty-four (24) hours before the scheduled flight departure or arrival time, where agreed by Heathrow VIP, will incur an administration charge of £50.00 (excluding VAT). For the avoidance of doubt, in the event a booking is changed under this clause 9.5, Heathrow may at its sole discretion charge Additional Fees in relation to such changes if in Heathrow’s reasonable opinion the booking has been changed under this clause 9.5 in an attempt to avoid incurring the cancellation charge referred to in clause 10.4.
  • 9.6 Heathrow reserves the right to refuse the Heathrow Diplomatic Service and access to the Heathrow VIP 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 Diplomatic Service and arrive with any arriving, departing, connecting or transferring Passengers with an existing Heathrow Diplomatic Service booking, including any additional passengers that the Diplomatic Mission, 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 Diplomatic Service to such additional passengers at the standard Heathrow Diplomatic 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. For the avoidance of doubt, such additional passengers shall be bound by these Terms and Conditions as Passengers.
  • 9.7 Heathrow reserves the right to refuse the Heathrow Diplomatic Service and access to the Heathrow Diplomatic 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 The Heathrow Diplomatic 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 a booking has been placed with Heathrow for Heathrow VIP, there is no automatic right of cancellation.
  • 10.2 If you wish to cancel your Heathrow Diplomatic Service booking Heathrow must receive written notice of your cancellation at least forty-eight (48) hours before your Heathrow Diplomatic Service booking is to commence by cancelling your booking on the Heathrow VIP online booking system.
  • 10.3 If you give notice of your cancellation request at least forty-eight (48) hours before your Heathrow Diplomatic Service booking the Additional Fee for the cancellation charge will be £50.00 (excluding VAT).
  • 10.4 If you give less than forty-eight (48) hours but more than twenty-four (24) hours’ notice from your scheduled flight departure or arrival time, you will be charged an Additional Fee of 50% of the price you paid for the Heathrow Diplomatic Service booking as a cancellation charge.
  • 10.5 If you give twenty-four (24) hours or less notice in advance of the scheduled flight arrival or departure at Heathrow and/or failure to arrive for a booking, you will be charged the full fee for your Heathrow Diplomatic Service booking and no refund will be given. If a new booking is required by Heathrow then full Heathrow Diplomatic Service fees will apply for the new 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 the Heathrow Diplomatic Service in certain circumstances. In this case, Heathrow will notify the Passenger and any fee that has been paid to Heathrow for the Heathrow Diplomatic Service shall be refunded to the Diplomatic Mission in full (excluding a refund of any applicable VAT). Heathrow will not refund the Diplomatic Mission 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 Diplomatic Service bookings and Heathrow reserves the right to cancel any booking, without warning, where necessary in relation to this. In this case, Heathrow will notify the passenger and any fee that has been paid to Heathrow for the Heathrow Diplomatic Service shall be refunded to the Diplomatic Mission in full.
  • 11.4 Heathrow reserves the right to cancel bookings or restrict the Heathrow Diplomatic Service for any reason whatsoever including, without limitation, operational, safety, capacity or security requirements. On the rare occasion when a Heathrow Diplomatic Service 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 they may be required to share security and immigration lanes with other passengers not using the Heathrow Diplomatic Service.

12. LIABILITY

  • 12.1 Heathrow accepts no liability for losses, delays or disruptions incurred as a result of:
    • 12.1.1 incorrect or false 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 the Heathrow Diplomatic 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 the Heathrow Diplomatic 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 by email to 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 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 of the United Kingdom, 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 of the United Kingdom.

15. BEHAVIOUR AND CONDUCT

  • 15.1 The Heathrow Diplomatic Service, the Heathrow VIP Areas, the Heathrow VIP Suites and the Heathrow Diplomatic Service Lounges must not be used by the Passengers or Meet and Greet Guests for any unlawful purpose or in a manner which infringes the rights of (or inhibits the peaceful use and enjoyment of the Heathrow Diplomatic Service) by any other Passenger or Meet and Greet Guests.
  • 15.2 In order to preserve the privacy and confidentiality of the Passengers, all users of the Heathrow Diplomatic Service (Passengers and Meet and Greet Guests) must conduct themselves in an appropriate 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 time at the Heathrow Diplomatic Service Lounges and prior to flying. Heathrow reserves the right, at its sole discretion, to remove individuals from the Heathrow Diplomatic Service Lounges 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 the Heathrow Diplomatic Service and accessing the Heathrow Diplomatic Service Lounges. 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 Guestis or becomes intoxicated Heathrow may refuse them use of the Heathrow Diplomatic Service and access to the Heathrow Diplomatic 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 at the Heathrow Diplomatic Service Lounges 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 Diplomatic Service Lounges may be consumed by Passengers and Meet and Greet Guests in the Heathrow Diplomatic 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 the Heathrow Diplomatic Service and access to the Heathrow Diplomatic Service Lounges.
  • 15.8 Heathrow reserves the right to remove individuals from the Heathrow Diplomatic 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, 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 the Heathrow Diplomatic 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 Diplomatic Service booking is made on behalf of any Passenger(s), the Diplomatic Mission 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 of these Terms and Conditions.
  • 16.3 All personal data of Passengers and Meet and Greet Guests will be used by Heathrow solely for the purpose of administering use of the Heathrow Diplomatic 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 as required in accordance with clause 16.2 and any applicable law, including GDPR) and will be handled in accordance with 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 dispute between an airline, additional service providers or border agencies and the Passengers, Meet and Greet Guests and Diplomatic Missions shall be dealt with directly between such parties. Heathrow shall not intervene or become involved in such disputes.
  • 17.4 Passengers using the Heathrow Diplomatic 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.