Terms and Conditions of use of Signature ELITE Class SERVICES AT AIRPORTS IN EUROPE
The following terms and conditions govern the use of Signature ELITE Class services ("Signature ELITE Class") at selected Signature Flight Support terminals at airports within Europe (in these terms and conditions a “Terminal” will refer to the specific Signature Flight Support terminal at the airport set out in a passenger’s booking) (the “Terms and Conditions”).
Signature ELITE Class services are provided by either Signature Flight Support UK Regions Limited (registered company number SC169996), Signature Flight Support London Luton Limited (registered company number 02288275), or another subsidiary of BBA Aviation plc (registered company number 00053688).
“Signature Flight Support”, "we", "our" and "us" are references to Signature Flight Support UK Regions Limited or Signature Flight Support London Luton Limited, or another subsidiary of BBA Aviation plc, respectively as the context of each booking requires. "You" and "your" are references to the passenger and/or person who makes a booking for Signature ELITE Class and/or person who is acting on behalf of the passenger(s), as the context requires.
USE OF Signature ELITE Class
1.1. The Signature ELITE Class service includes:
1.1.1. use of Signature ELITE Class lounges in connection with arriving, departing or connecting flights at the relevant Terminal (as specified in a passenger’s booking);
1.1.2. use of dedicated security facilities;
1.1.3. private vehicle transfer from private Terminal to aircraft (if departing), and from aircraft to private Terminal (if arriving); and
1.1.4. light refreshments (for departing flights).
1.2. Signature ELITE Class provides the above services for passengers on a single departing or arriving flight at the relevant Terminal stated in the booking only.
1.3. Signature ELITE Class passengers arriving on a commercial flight and connecting to additional commercial flights will be charged the full additional Signature ELITE Class service charge(s) on a per flight basis.
1.4. Signature ELITE Class service entitles passengers to a maximum of 3 hours in the lounge from the booking time. For passengers who are connecting or transferring flights through a Terminal, if layover time exceeds 3 hours due to flight delays, Signature Flight Support may extend the allocated time in the lounge, subject to availability, at Signature Flight Support’s sole discretion.
1.5. Children under eighteen (18) years of age may not use the Signature ELITE Class service unaccompanied.
1.6. The standard operating times of Signature ELITE Class are 05h00 – 23h00 (local time). Use of Signature ELITE Class outside of these hours may be available subject to prior agreement with Signature Flight Support (in its absolute discretion) and at rates to be agreed.
1.7. Where applicable at certain Terminals, the entrance to the Signature ELITE Class area and lounges is located before security ("Landside"). Flights departing from or arriving at other terminals at the relevant airport will be transferred to and from the Signature ELITE Class lounge by private vehicle.
1.8. Signature ELITE Class services and the Signature ELITE Class lounges must not be used for any unlawful purpose whatsoever (including, without limitation, in contravention of applicable anti-bribery and corruption laws or regulations – including the UK Bribery Act 2010 and Foreign Corrupt Practices Act of 1977 - or any sanctions imposed by any regulatory authority worldwide) or in a manner which infringes the rights (or inhibits the peaceful use and enjoyment of Signature ELITE Class services) of any other passenger. In order to preserve the privacy and confidentiality of other passengers, users of Signature ELITE Class must conduct themselves in an appropriate manner and must not approach any other passengers or disclose the presence of such passengers to any third party. Signature Flight Support reserves the right, at its sole discretion, to remove individuals from the Signature ELITE Class lounges in the event of inappropriate conduct.
1.9. 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 prior to departure. For information on luggage restrictions applicable to the passenger’s airline, please contact the airline direct. Signature Flight Support accepts no liability for passengers who have excess luggage and have not arranged for this with their airline in advance.
1.10. The Signature ELITE Class fee includes a fee for processing a maximum of ten (10) pieces of hold luggage per passenger. Signature Flight Support 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 Signature Flight Support to process more than ten (10) items of hold luggage per passenger, this shall incur an additional charge of £50 (excluding VAT). Please note that a passenger’s airline luggage allowance may vary from the number shown here.
2.1. All passengers and luggage must arrive at the relevant Terminal prior to the time specified by the relevant airline but in any event no less than 90 minutes prior to flight departure time. Passengers who are connecting or transferring 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, Signature Flight Support will not be held responsible for a passenger’s failure to board their flight, and any fees paid for Signature ELITE Service (including Additional Fees) will not be refunded.
2.2. Passengers must comply with airline terms and conditions (including any luggage restrictions) at all times.
2.3. All passengers are responsible for checking-in to their flights directly with the relevant airline prior to their arrival at the lounge, and must present their boarding pass and any relevant Visas or other required travel documentation to Signature Flight Support staff upon arrival in the lounge. For the avoidance of doubt, Signature Flight Support is not able to provide check-in services to passengers and will not be held responsible for passengers missing their flight as a result of failure by passengers to check-in prior to their arrival at the lounge.
2.4. Signature Flight Support will not intervene in any dispute between an airline and passengers.
2.5. Passengers using Signature ELITE Class service are encouraged to carry appropriate travel insurance.
2.6. When using Signature ELITE Class service, passengers must comply with any direction or instruction given by any Signature Flight Support officers, personnel or other security personnel and all applicable security, customs and immigration regulations imposed on passengers. The security sections of the websites of the relevant airports should be checked by passengers prior to each arrival or departure for the latest information.
2.7. Signature Flight Support reserves the right, and acceptance of these Terms and Conditions constitutes consent of passengers for Signature Flight Support, to charge the pre authorised credit or debit card provided by the passenger on the basis described in paragraph 6.6 of these Terms and Conditions after departure for any damage caused to the Signature ELITE Class lounge or vehicles or for any items which are wrongfully removed from the Signature ELITE Class lounge by the travelling passengers or guests.
2.8. Each passenger is responsible for monitoring airline schedules and any potential changes to flight times prior to their arrival at the relevant Signature ELITE Class lounge. Passengers are responsible for ensuring that they meet the appropriate passport, visa and health requirements and Signature Flight Support accepts no responsibility in this respect.
2.9. In the event that parking facilities are available at a Terminal, passengers may be permitted to park their car for the duration of their journey for a fee. Passengers wishing to do so must first confirm pricing and availability with Signature Flight Support staff at the relevant Terminal at least twenty-four (24) hours prior to the time of travel. Passengers and/or their agents or representatives, must provide accurate information to Signature Flight Support regarding any vehicles which will arrive at and/or depart from the Terminal and must register each vehicle with Signature Flight Support at least twenty-four (24) hours prior to the time of travel. If any vehicles arrive at the Terminal which have not been properly registered when the booking is made, an additional fee of £200.00 (excluding VAT) may be charged on top of the normal parking fee for each additional vehicle to cover administrative and operational costs.
3.1. Each group of travelling passengers may have a maximum of two (2) non-travelling guests per group who may access the Signature ELITE Class area. Any guests must carry photo identification with them at all times and must arrive no earlier than 15 minutes prior to the scheduled arrival or departure time of the passenger group and must vacate the Signature ELITE Class area once the travelling passengers have left.
3.2. Names of any guests must be supplied at the time of booking otherwise they will not be permitted access to the Signature ELITE Class area.
3.3. Any 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 travelling passengers to the aircraft.
3.4. Signature Flight Support reserves the right to ask any non-travelling guests for photo identification at any time.
BEHAVIOUR AND CONDUCT
4.1. Signature ELITE Class services, Terminals, and lounge areas must not be used for any unlawful purpose or in a manner which infringes the rights (or inhibits the peaceful use and enjoyment of Signature ELITE Class) of any other passenger and their guests.
4.2. In order to preserve the privacy and confidentiality of passengers, all users of Signature ELITE Class (both passengers and 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.
4.3. Signature Flight Support has a duty to report any suspicious behaviour of passengers and their guests to the appropriate authorities during their use of Signature ELITE Class and their time at the Terminal and prior to flying. Signature Flight Support reserves the right, at its sole discretion, to remove individuals from the Terminal in the event of any inappropriate conduct or suspected or actual unlawful behaviour. Where a passenger is removed from the Signature ELITE Class lounge for inappropriate conduct, any fees paid to Signature Flight Support will not be refunded.
4.4. Passengers and their guests must drink alcohol responsibly when using Signature ELITE Class and accessing the Terminal. Signature Flight Support does not accept responsibility or liability for passengers or their guests who drink alcohol excessively. Signature Flight Support reserves the right to limit alcohol consumption to ensure that no passenger or guests become intoxicated prior to flying. Furthermore, in the event any passenger or guest is or becomes intoxicated, Signature Flight Support may refuse them use of facilities at the Terminal and access to the lounges.
4.5. It is the responsibility of each passenger to ensure that they are fit for their flight following consumption of food and alcohol while using Signature ELITE Class and that they meet the requirements of the relevant airline for their flight. Signature Flight Support accepts no responsibility or liability for passengers who are denied boarding and do not meet the relevant airlines’ requirements for flying.
4.6. For the avoidance of doubt, only food and drink supplied by Signature Flight Support at Signature ELITE Class lounges may be consumed by passengers and guests in the Signature ELITE Class lounges.
4.7. Smoking (including smoking e-cigarettes) by passengers and their guests is only permitted in designated smoking areas. In the event passengers and/or their guests do not comply with this clause, Signature Flight Support may refuse them use of Signature ELITE Class and access to the Signature ELITE Class lounges.
5.1. Additional services may be arranged (always subject to availability) through Signature Flight Support, prior to departure or arrival. These may include:
5.1.1. chauffeur service booked by Signature Flight Support on the passenger’s behalf with a chauffeur service of Signature Flight Support’s choice or by request at the time of booking such service, a preferred chauffeur service of your choice;
5.1.2. VAT reclaim (see clause 5.4, below);
5.1.3. valet parking (upon availability); and
5.1.4. other additional services upon request (and subject always to availability),
(together "Additional Services" and each an "Additional Service").
5.2. Any Additional Services are subject to availability at the relevant Terminal at the required time and are not included in the fees for using Signature ELITE Class and additional fees will be due in respect of any Additional Services which are booked. Payment for any Additional Services will be taken from the pre authorised credit or debit card provided by the passenger to Signature Flight Support and acceptance of these Terms and Conditions constitutes consent of passengers for Signature Flight Support to so charge the pre authorised credit or debit card for the Additional Services, unless Signature Flight Support is notified in advance that an alternative accepted method of payment is preferred.
5.3. Additional Services detailed above may be provided by third party companies and would be subject to the third party’s terms and conditions. Signature Flight Support accepts no liability for any Additional Services.
5.4. Passengers must notify Signature Flight Support at least twenty-four (24) hours prior to their scheduled flight time if they intend to use a VAT refund service (if applicable at the relevant airport). In such event, the passengers must arrive at the Terminal 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. Signature Flight Support recommends that passengers arrive at the Terminal earlier if they have a large number of claims (more than 5 claims), and/or their claims are of a complex nature. In this event, the passenger should contact Signature Flight Support to discuss these arrangements. Passengers must also be properly prepared for using the VAT refund service so as to minimise any delays in using such service. For the avoidance of doubt, Signature Flight Support will not be liable for any VAT refunds that the passenger fails to process through the VAT refund service in time.
6.1. All passengers must have a valid flight reservation before making a Signature ELITE Class booking request.
6.2. Bookings must be made a minimum of 24 hours in advance of the flight time, and are subject to operational capacity and availability at the Terminal.
6.3. Providing incomplete or inaccurate data may result in a booking request being refused, delayed or cancelled by Signature Flight Support. If any information supplied at the time of making a booking request is incorrect, Signature Flight Support reserves the right to refuse access to Signature ELITE Class services at its discretion without refund.
6.4. Passengers requiring wheelchair assistance or with other special requirements should make these known to Signature Flight Support using the special requirements field of the online booking form or in the email or via telephone at the time of making a booking request.
6.5. Prices advertised on the Signature Elite Class website (or any other website) or in any quotation do not constitute an offer by or on behalf of Signature Flight Support in relation to Signature ELITE Class services which may be changed or withdrawn by Signature Flight Support at any time and for any reason without notice.
6.6. Signature Flight Support requires that you complete a credit or debit card pre-authorisation form as soon as possible following a booking and in any event by the date prior to the date of the use of the Signature ELITE Class services which are the subject of the booking. Failure to do this may result in the booking being cancelled by Signature Flight Support. All payments contemplated by these Terms and Conditions (including, without limitation, cancellation and administration fees) will be charged to the debit or card appearing on the card authorisation form and acceptance of these Terms and Conditions constitutes consent of passengers for Signature Flight Support to so charge the pre authorised credit or debit card. Payment will be taken in full at the time of service delivery at the agreed rate plus any applicable VAT, taxes and any other applicable charges. Payment for Signature ELITE Class services in cash is not accepted by Signature Flight Support.
6.7. Signature Flight Support is not obliged to accept any booking. A booking request submitted in accordance with this paragraph 6 constitutes an offer by or on behalf of the passenger to Signature Flight Support for Signature ELITE Class services. If a booking request is accepted by Signature Flight Support, a confirmation notice will be sent by Signature Flight Support via the online booking form and/or by email whereupon a binding contract is formed on these Terms and Conditions between Signature Flight Support and (i) the individual or company named on the online booking form; and (ii) (if different to (i)) the travelling passenger(s).
6.8. Where a booking is made by a person other than the passenger, that person shall procure that each passenger using Signature ELITE Class is aware of and accepts these Terms and Conditions (including those relating to the provision of personal and travel information).
6.9. Signature ELITE Class bookings may be made by third parties as agent for the passenger, in which case the name of the passenger must be specified on the online booking form, and on confirmation of a booking a binding contract is formed with the agent and the passenger on these Terms and Conditions and a credit or debit card pre-authorisation form must be submitted to Signature Flight Support in relation to the booking in accordance with clause 6.6.
6.10. Except for state bookings, passengers acknowledge they may be required to share the Signature ELITE Class lounge and security lanes with other passengers.
CANCELLATION of A BOOKING
7.1. The Signature ELITE Class 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 Signature Flight Support for the Signature ELITE Class service, there is no automatic right of cancellation for the passenger.
7.2. From time to time airlines may temporarily prohibit or restrict the usage of Signature ELITE Class at an airport. In this case (and only where such prohibition or restriction is not due to the fault of the passenger), Signature Flight Support will notify the passenger and any fee that has been paid to Signature Flight Support for Signature ELITE Class shall be refunded to that passenger in full.
7.3. Official state business takes precedence over all bookings and Signature Flight Support reserves the right to cancel any booking at any time where necessary in relation to this. In this case, Signature Flight Support will notify the passenger and any fee that has been charged by Signature Flight Support for Signature ELITE Class shall be refunded to that passenger in full.
7.4. Signature Flight Support reserves the right in its sole discretion to accept, reject or cancel all or part of any bookings for any reason at any time including, without limitation, operational, safety, capacity or security requirements.
7.5. In the event a booking is cancelled by Signature Flight Support, Signature Flight Support will endeavour to notify passengers as soon as reasonably practicable of such cancellation and a full refund of any payments made in connection with the cancelled booking will be provided (provided that the reason for such cancellation is not due to the actions or omissions of the passenger).
7.6. Signature Flight Support must receive notice of a cancellation at least 48 hours before the Signature ELITE Class service is scheduled to begin. Signature Flight Support reserves the right to charge a cancellation fee at its discretion as detailed below:
7.6.1. Cancellation requests received 48 (or more) hours prior to the time a Signature ELITE Class service is scheduled to begin will incur a £50 cancellation charge (excluding VAT).
7.6.2. Cancellation requests received less than 48 hours but more than 24 hours prior to the time a Signature ELITE Class service is scheduled to begin will incur a cancellation charge of 50% of the price due for the relevant Signature ELITE Class service.
7.6.3. Any cancellation requests received less than 24 hours prior to the time a Signature ELITE Class service is scheduled to begin will incur the full fee for the relevant Signature ELITE Class service (as is the case where a passenger fails to arrive for a booking).
CHANGES to a booking (OTHER THAN CANCELLATIONS)
8.1. Subject to paragraph 8.3 of these Terms and Conditions, any changes to dates, times, flight details and/or passenger numbers may not be made to bookings less than 24 hours before the scheduled flight departure or arrival time except at the sole discretion of Signature Flight Support, in which case an administration fee of £50.00 (excluding VAT) may be charged. Changes requested more than 24 hours before the scheduled flight departure or arrival time at the Terminal, where agreed to by Signature Flight Support, will incur an administration charge of £50.00 (excluding VAT).
8.2. Where travelling passengers arrive at a Signature ELITE Class lounge with additional passengers who have not been added to an existing booking, those additional passengers may be refused access to the Signature ELITE Class service at Signature Flight Support’s sole discretion. Signature Flight Support may, at its sole discretion, permit access to such additional passengers at the standard service cost plus a surcharge of £50.00 (excluding VAT) per additional passenger.
8.3. Where the scheduled flight departure or arrival at the relevant airport is delayed by no fault of the passenger, changes may be made to the booking by passengers without incurring a charge.
8.4. In the event that Signature Flight Support is unable to fulfill a customer’s booking as a result of events, circumstances or causes beyond its reasonable control (being an instance of “Force Majeure”), passengers will be fully refunded for any Signature ELITE Class bookings. Signature Flight Support will not be held responsible for any claims, loss or damage that may result from such a Force Majeure event. In this clause Force Majeure includes (but is not limited to) any and all acts of God, flood, drought, earthquake or other natural disaster, epidemic or pandemic, terrorist attack, civil war, civil commotion or riots, war, threat of or preparation for war, armed conflict, imposition of sanctions, embargo, or breaking off of diplomatic relations, nuclear, chemical or biological contamination or sonic boom, any law or any action taken by a government or public authority, including without limitation imposing an export or import restriction, quota or prohibition, or failing to grant a necessary licence or consent, collapse of buildings, fire, explosion or accident, and any labour or trade dispute, strikes, industrial action or lockouts, non-performance by suppliers or subcontractors, interruption, failure of a utility service, or interruption at an airport due drone sightings or other human interruptions which may restrict the operation of the airport or the Signature ELITE Class service or Terminal.
HOW PASSENGER INFORMATION WILL BE USED
9.2. Where a booking is made on behalf of a passenger(s), the person making the booking warrants that they are authorised to provide the relevant personal data to Signature Flight Support to enable Signature Flight Support to provide the Signature ELITE Class service to the passenger(s).
Limits to Our liability - PLEASE READ THE FOLLOWING CONDITIONS CAREFULLY
10.1. Signature Flight Support and its employees, agents and affiliates accept no liability whatsoever and howsoever arising for losses, damages, delays or disruptions incurred as a result of:
10.1.1. incorrect information being supplied to Signature Flight Support;
10.1.2. third parties’ acts or omissions beyond its control including, without limitation, airlines, unions, government bodies, security and border control authorities; or
10.1.3. ground handlers or third-party transport and other service providers arranged by or on behalf of the passenger.
10.2. Nothing in these Terms and Conditions limits or excludes the liability of Signature Flight Support and its employees, agents and affiliates for:
10.2.1. death or personal injury caused by Signature Flight Support or its employees, agents and affiliates’ negligence;
10.2.2. in respect of any fraud or fraudulent misrepresentation; or
10.2.3. to the extent that such restriction, limitation or exclusion is not permitted by applicable law.
10.3. Subject to paragraph 10.2 of the Terms and Conditions, Signature Flight Support and its employees, agents and affiliates shall not be liable for any:
10.3.1. loss of profits;
10.3.2. pure economic loss;
10.3.3. loss of revenue;
10.3.4. loss of use;
10.3.5. loss of or corruption to data or information; or
10.3.6. indirect or consequential loss.
10.4. Subject to paragraphs 10.2 and 10.3 of these Terms and Conditions, Signature Flight Support’s total aggregate liability (including in relation to its employees, agents and affiliates) in contract, tort (including negligence), misrepresentation, restitution or otherwise in connection with Signature ELITE Class services shall be limited to a maximum of £10,000.
11.1. Signature Flight Support may assign, transfer, charge, hold on trust for any person and deal in any other manner with all or any of its rights under these Terms and Conditions and any booking made thereunder and subject to the same to any person, firm or company without the passenger’s consent. Signature Flight Support shall be entitled to subcontract the performance of any aspect of these Terms and Conditions as it sees fit to any person, firm or company without the passenger’s consent, and any booking made thereunder will be subject to these Terms and Conditions.
11.2. If any term of the Terms and Conditions is found by any court or body or authority of competent jurisdiction to be illegal, unlawful, void or unenforceable, such term shall be deemed to be severed from the remaining Terms and Conditions and this shall not affect the remainder of the Terms and Conditions which shall continue in full force and effect.
11.3. These Terms and Conditions are subject to English law and any dispute (including in relation to non-contractual disputes) shall be subject to the non-exclusive jurisdiction of the English courts. Nothing in these Terms and Conditions affects a passenger’s statutory rights.
11.4. Signature Flight Support reserves the right to unilaterally modify these Terms and Conditions at any time without notice. Please visit www.signatureeliteclass.com regularly to check for updates to the Terms and Conditions.
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