Applicability & Acceptance of Terms:
These Terms and Conditions apply to bookings made directly through the website https://a2zairportassist.com . A 2 Z airport Assist LLC FZ is the exclusive provider of bookings in this website.
The “Company” is incorporated and licensed in the Emirate of Dubai, United Arab Emirates, and operates subject to the laws and regulations in force in the UAE.
By accessing or using our website, booking platform, call center, WhatsApp or email channels (the “Platform”) to request or pay for airport meet and assist, lounge access, VIP terminal, chauffeur or related airport facilitation services (the “Services”), you agree to be bound by these Terms and Conditions on your own behalf and on behalf of any passenger or beneficiary for whom you make a booking.
Booking and Confirmation
- A booking will be treated as confirmed only when:
- Submitted via our official website, or directly through our support team.
- Completion of all required details in the booking form,
- Full payment has been successfully processed
- The Company has issued a written confirmation (email / message) showing the booking reference and service details.
- It is the customer’s responsibility to present the booking confirmation to the airport service provider/team on the day of travel. Failure to do so, or failure to be reachable on the provided contact number, may result in the service being treated as a no-show and fully chargeable.
Customer Responsibilities
- You are responsible for providing accurate passenger names (as per passport), valid contact details, correct flight number, terminal, date and time of travel and the exact number of passengers, infants and special needs travelers.
- The service starts when the assigned airport representative meets the passenger at the agreed meeting point and ends when the passenger is escorted to the agreed handover point. If the representative cannot locate the passenger, they will attempt to call the contact number provided; if still not located, the booking will be considered a no-show and non-refundable.
- You must immediately inform the Company of any change to the flight details or delays.
- Passengers must comply with all airport security instructions, immigration requirements and health regulations. The Company may refuse or discontinue the Service, without refund, in case of abusive behavior, intoxication, non-compliance with airport rules or conduct likely to endanger staff or other passengers.
- You are required to use our services solely for the purposes described.
- Follow any verbal or written instructions given by our team or operators working on our behalf.
Private Jet Charter
- Private Jet Charters are subject to availability and specific aircraft types.
- Flight schedules are flexible but subject to air traffic control, operational constraints, and weather conditions.
- A2Z is not liable for delays caused by unforeseen events beyond our control.
- Passenger’s ID and travel documents must be provided at least 48 hours before the flight.
VIP Lounge Access
- Directions: Directions to lounge are provided in your booking confirmation.
Please refer to them before your journey. - Airside Lounges: Located after Passport Control. Access is only available to travelers with a valid boarding pass. May not be suitable for domestic flights.
- Landside Lounges: Located before Passport Control. Accessible to non-traveling guests or those on domestic routes.
- Smoking Policy: Smoking is strictly prohibited inside airport lounges unless designated smoking areas or rooms are provided.
- Photo Policy : Photo shooting of the VIP terminal & Lounge Facility or Personal Photo shooting inside the facility is subject to facility internal restrictions
Flight Announcements
- Lounge staff may display flight information, but it is also your responsibility to stay updated and board on time.
- A2Z is not liable for missed flights.
Arrival Time & Stay Duration
- Stay duration in lounges vary depending on the station and it should be indicated in the booking confirmation.
- Extra charges may apply for extended stays beyond the allowed duration.
Children Policy
- Lounge access for children is subject to lounge-specific rules.
Entry Refusal & Removal:
To maintain a premium atmosphere, lounge staff reserve the right to deny service, entry or ask guests to leave under the following conditions:
- during emergencies; or
- if in the Company’s sole discretion any User:
- who appears to be intoxicated or is inappropriately dressed.
Meet and Assist Cancellations, Amendments, and Refunds
Cancellation Policy
- More than 72 hours before service: 100% refund
- Less than 72 hours before service: No refund
Amendments
- Changes to bookings can be made up to 24 hours before scheduled service. Requests after this will be considered a No-Show.
No-Shows
- Failure to attend or use the booked service without prior notice will result in 100% charge.
Refund Process
- Approved refunds will be processed within 15 days.
- Promotional bookings are non-refundable.
Data Protection and Communications
We collect and process personal data only to the extent necessary to arrange and deliver the Services requested by you.
You expressly authorize the Company to share your booking and passenger data with airport operators, security and immigration authorities, airlines and local service partners as required to deliver the Service or to comply with applicable law.
While we implement reasonable technical and organizational measures, we cannot guarantee that data transmissions over the internet are 100% secure and you submit information at your own risk.
Intellectual Property and Use of Website
All content, trademarks, logos, booking tools and materials displayed on the Platform are owned or licensed by the Company and are protected by applicable intellectual property laws.
You may not copy, scrape, frame, resell, deep-link to or otherwise commercially exploit any part of the Platform without our prior written consent.
Complaints
If you experience a problem with the Service on the day of travel, you must inform the onsite service team immediately so that a solution can be attempted.If the issue is not resolved, you must submit a written complaint, with supporting documents, within 30 (thirty) days of the Service date to enable us to investigate; complaints submitted after this period may not be accepted or may be eligible only for limited compensation.
• For unresolved issues, please email us within 30 days of your travel date with full details and receipts at: Contact@a2zairportassist.com
• For questions, support, or complaints regarding our services, please contact us:
📧 Email: Contact@a2zairportassist.com
📞 Phone: +971 2 626 7728
Changes to Terms
The Company may update or amend these Terms and Conditions from time to time by publishing a new version on the Platform. The version in force at the time of your booking will apply to that booking.