TERMS AND CONDITIONS OF USE OF SIGNATURE ELITE CLASS SERVICES AT AIRPORTS IN THE UNITED KINGDOM

The following sets out the terms and conditions of use (the “Terms and Conditions”) for the Signature ELITE Class service at selected airports within the United Kingdom ("Signature ELITE Class"), a service provided by Signature Flight Support UK Regions Limited (registered company number SC169996 whose registered office is at 4th Floor 115 George Street, Edinburgh, EH2 4JN) at London Gatwick Airport and by Signature Flight Support London Luton Limited (registered company number 02288275 whose registered office is at Voyager House 142 Prospect Way, Luton, Bedfordshire, England, England, LU2 9QH) at London Luton Airport (each airport location in the United Kingdom respectively referred to as applicable in relation to each booking as an “Airport”).

By making a booking (whether with Signature Flight Support directly on our website, over the telephone, by email or via one of our booking agents) and/or using Signature ELITE Class at an Airport, these Terms and Conditions are deemed to have been accepted by each passenger and any party acting on behalf of such passenger(s). 

“Signature Flight Support”, "we", "our" and "us" are references to Signature Flight Support UK Regions Limited or Signature Flight Support London Luton Limited 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.

1. 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 arrival, departing or connecting  flights at the Airports;
    • 1.1.2. use of a dedicated security lane;
    • 1.1.3. private vehicle transfer to and from the aircraft; and
    • 1.1.4. light refreshments.
  • 1.2. Signature ELITE Class provides the above services for passengers travelling together on the same aircraft, on a single departing or arriving flight at the relevant Airport stated in the booking only.
  • 1.3. For connecting passengers, who are connecting or transferring flights through the Airports, Signature ELITE Class is available for passengers who are travelling, arriving and departing the relevant Airport together on the same aircraft and with a maximum planned layover time of 3 hours. 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.
  • 1.4. Children under sixteen (16) years of age may not use the Signature ELITE Class service unaccompanied.
  • 1.5. The standard operating times of Signature ELITE Class at the Airports are from 05h00 – 23h00 (local time). Use of Signature ELITE Class outside of these hours may be available subject to prior agreement with Signature Flight Support and at rates to be agreed.
  • 1.6. Where applicable at certain Airports, 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. Additional services that passengers may wish to order, which are not covered by these Terms and Conditions, shall be subject to availability and to the terms and conditions and fees applicable to those services.
  • 1.7. 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 of (or inhibits the peaceful use and enjoyment of Signature ELITE Class services) by 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.
  • 1.8. 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. 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.
  • 1.9. 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.
  • 1.10. All passengers and luggage must arrive at the relevant Airport prior to the time specified by the relevant airline but in any event no less than 90 minutes prior to flight departure time. Late arrival may result in the airline refusing to accept passengers and/or luggage for the flight. In such circumstances, the charge for the Signature ELITE Class service may be non-refundable at Signature Flight Support’s sole discretion. Passengers must comply with airline terms and conditions (including any luggage restrictions) at all times.
  • 1.11. Passengers arriving on a single commercial flight and connecting to multiple commercial flights will, subject to approval, be charged the full additional Signature ELITE Class service charge(s) on an individual basis.
  • 1.12. Signature Flight Support will not intervene in any dispute between an airline and passengers.
  • 1.13. Passengers using Signature ELITE Class service are encouraged to carry appropriate travel insurance.
  • 1.14. 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.
  • 1.15. 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 4.6 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. GUESTS – MEETERS AND GREETERS

  • 2.1. Each group of travelling passengers may have a maximum of two (2) non-travelling guests per group who may access the Signature ELITE Class service. Any guests must arrive no earlier than 15 minutes prior to the scheduled arrival time of the passenger group and must vacate the Signature ELITE Class area once the travelling passengers have left.
  • 2.2. 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.
  • 2.3. 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. ADDITIONAL SERVICES

  • 3.1. Additional services may be arranged through Signature Flight Support, prior to departure or arrival.  These include: 
    • 3.1.1. chauffeur service booked by Signature Flight Support on the passengers’ behalf with a chauffeur service of Signature Flight Support’s choice or by request at the time of booking such service, a preferred chauffer service of your choice;
    • 3.1.2. VAT reclaim; and 
    • 3.1.2. VAT reclaim; and 
    • 3.1.3. Signature Flight Support personal shopping experiences,
      (together "Additional Services" and each an "Additional Service"). 
  • 3.2. Any Additional Services are subject to availability at the relevant Airport 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 you notify Signature Flight Support that an alternative accepted method of payment is preferred.
  • 3.3. To book any Additional Services, please indicate your interest in booking these when making your booking request for Signature ELITE Class at the Airports on the website or at least 24 hours in advance by telephone on +44 1293 569000 for London Gatwick Airport or 07533381663 for London Luton Airport or at least 24 hours in advance by email to lgw@signatureeliteclass.com for London Gatwick Airport or ltn@signatureeliteclass.com for London Luton Airport.
  • 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. Signature Flight Support accepts no liability for those services.

4. BOOKING PROCESS

  • 4.1. All passengers must have a flight reservation for the Airport before making a Signature ELITE Class booking request.
  • 4.2. 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 Airport.
  • 4.3. Booking requests must be made using the online booking form available at www.signatureeliteclass.com or by calling our telephone booking and enquiry line on +44 1293 569000 for London Gatwick Airport or 07533381663 for London Luton Airport  or by sending an email to lgw@signatureeliteclass.com for London Gatwick Airport or ltn@signatureeliteclass.com for London Luton Airport.  Providing incomplete or inaccurate data may result in a booking request being refused, or if a booking is concluded later 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.
  • 4.4. 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.
  • 4.5. 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 at an Airport and these may be changed or withdrawn by Signature Flight Support at any time and for any reason without notice. 
  • 4.6. Signature Flight Support requires that you complete a credit or debit card pre authorization form as soon as possible following your 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 authorization 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. If a credit card such as (but not limited to) Visa, MasterCard or American Express is used to make any payments to Signature Flight Support a credit card fee will be charged in addition to the payments for Signature ELITE Class services of 2.25% of the payment amount on each transaction. Signature Flight Support reserves the right to vary the level of credit card fee applied from time to time in its sole discretion. No equivalent fee is applicable to payments made by debit card or any other accepted payment methods. Payment for Signature ELITE Class services in cash is not accepted by Signature Flight Support. 
  • 4.7. Signature Flight Support is not obliged to accept any booking. A booking request submitted in accordance with paragraph 4.3  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).
  • 4.8. 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).
  • 4.9. 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 authorization form must be submitted to Signature Flight Support in relation to the booking as soon as possible 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.

5. CANCELLATION OF A BOOKING 

  • 5.1. 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 at an Airport, there is no automatic right of cancellation for the passenger.
  • 5.2. If you wish to cancel your booking Signature Flight Support must receive notice of your cancellation at least 48 hours before you have asked for your Signature ELITE Class service to begin. Signature Flight Support reserves the right to charge a cancellation fee at its discretion as detailed below: 
    • 5.2.1. If you give notice of your cancellation request at least 48 hours before you have asked for your Signature ELITE Class service to begin the cancellation charge will be £50 (excluding VAT).
    • 5.2.2. If you give less than 48 hours but more than 24 hours’ notice from your scheduled flight departure or arrival time at the relevant Airport, you will be charged a 50% cancellation charge of the price due for the Signature ELITE Class service that is subject to the booking.
    • 5.2.3. If you give 24 hours or less notice in advance of the scheduled flight arrival or departure at the relevant Airport and/or fail to arrive for a booking, you will be charged the full fee for the  Signature ELITE Class service you have selected under the booking on a non-refundable basis.

6. CHANGESTO A BOOKING (OTHER THAN CANCELLATIONS)

  • 6.1. Subject to paragraph 6.3 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 at the Airport 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 Airport, where agreed to by Signature Flight Support, will incur an administration charge of £50.00 (excluding VAT). To make a change to your booking please manage your booking online or call +44 1293 569000 for London Gatwick Airport or 07533381663 for London Luton Airport or email lgw@signatureeliteclass.com for London Gatwick Airport or ltn@signatureeliteclass.com for London Luton Airport. 
  • 6.2. Where travelling passengers arrive at a Signature ELITE Class lounge at an Airport or for arriving passengers, at the relevant Airport, 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.
  • 6.3. Where the scheduled flight departure or arrival at the relevant Airport is delayed by no fault of the passenger, changes can be made to the booking by passengers without incurring a charge. Once you are made aware that the flight departure or arrival at the Airport will be delayed please contact Signature ELITE Class on +44 1293 569000 for London Gatwick Airport and on 07533381663 for London Luton Airport to inform them of the change as soon as possible to enable Signature Flight Support to determine if it can still accommodate the booking in light of other operational constraints. 

7. HOW PASSENGER INFORMATION WILL BE USED

  • 7.1. Passenger details will be taken and stored by or on behalf of Signature Flight Support at the time of booking. The making of a booking request constitutes consent for Signature Flight Support to use the passenger’s name, address, passport, flight and land travel details to provide the Signature ELITE Class 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.
  • 7.2. Where a booking is made on behalf of any passenger(s), the person making the booking warrants that they have the permission of each passenger to use the details taken by Signature Flight Support as described in paragraph 7.1 of these Terms and Conditions. 
  • 7.3. Personal Data will be dealt with in accordance with the Signature Flight Support privacy policy. For more information on the privacy policy please go to  https://www.signatureflight.com/privacy-policy  

8. EXCLUSIONS

  • 8.1. Each passenger is responsible for monitoring airline schedules and any potential changes to flight times. Passengers are responsible for ensuring that they meet the appropriate passport, visa and heath requirements and Signature Flight Support accepts no responsibility in this respect.
  • 8.2. Airlines may decline to accept passengers via Signature ELITE Class in certain circumstances. In this case, 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. 
  • 8.3. 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.
  • />8.4. Signature Flight Support reserves the right in its sole discretion to cancel all or part of bookings for any reason at any time including, without limitation, operational, safety, capacity or security requirements. On the occasion when a booking is cancelled by Signature Flight Support in such circumstances, Signature Flight Support will endeavor to notify passengers as soon as reasonably practicable of the cancellation and a full refund will be provided of any charges already charged by Signature Flight Support to the passenger in connection with the cancelled booking.
  • 8.5. Except for state bookings, passengers' acknowledge they will be required to share the Signature ELITE Class lounge and security lanes with other passengers.

9. PLEASE READ THE FOLLOWING CONDITIONS CAREFULLY – YOUR ATTENTION IS PARTICULARLY DRAWN TO THIS SECTION

  • 9.1. Signature Flight Support and its employees, agents and affiliates accepts no liability whatsoever and howsoever arising for losses, damages, delays or disruptions incurred as a result of: 
    • 9.1.1. incorrect information being supplied to Signature Flight Support;
    • 9.1.2. third parties’ acts or omissions beyond its control including, without limitation, airlines, unions, government bodies, security and border control authorities,
    • 9.1.3. ground handlers or third party transport and other service providers arranged by or on behalf of the passenger.
  • 9.2. Nothing in these Terms and Conditions limits or excludes the liability of Signature Flight Support and its employees, agents and affiliates for:  
    • 9.2.1. death or personal injury caused by Signature Flight Support's or its employees, agents and affiliates’ negligence;
    • 9.2.2. in respect of any fraud or fraudulent misrepresentation; or
    • 9.2.3. to the extent that such restriction, limitation or exclusion is not permitted by applicable law.
  • 9.3. Subject to paragraph 9.2 of the Terms and Conditions, Signature Flight Support and its employees, agents and affiliates shall not be liable for any: 
    • 9.3.1. loss of profits;
    • 9.3.2. pure economic loss;
    • 9.3.3. loss of revenue;
    • 9.3.4. loss of use;
    • 9.3.5. loss of or corruption to data or information; or
    • 9.3.6. indirect or consequential loss.
  • 9.4. Subject to paragraphs 9.2 and 9.3 of these Terms and Conditions, Signature Flight Support’s and its employees, agents and affiliates total aggregate liability 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].

10. COMPLAINTS

  • 10.1. Any complaints regarding Signature ELITE Class service should be submitted by writing to jonna.mercercox@signatureflight.co.uk in respect of services provided at London Gatwick Airport or sue.wilson@signatureflight.co.uk in respect of services provided at London Luton Airport. Please allow 28 days for a reply.

11. GENERAL

  • 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 and any booking made thereunder and subject to the same as it sees fit to any person, firm or company without the passenger’s consent.
  • 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 your statutory rights.
  • 11.4. Signature Flight Support reserves the right to unilaterally modify these Terms and Conditions at any time without notice. You are advised to visit www.signatureeliteclass.com regularly to check for updates to the Terms and Conditions. 


  • TERMS AND CONDITIONS OF USING THIS WEBSITE

    The following Terms and Conditions of Use govern your use of the Signature Flight Support web site (“the Site”), operated by BBA Aviation plc. Your use of the Site constitutes your acceptance of and your agreement to be bound by these Terms and Conditions of Use. Please read this page and the BBA Aviation plc Privacy Policy carefully. If you do not accept these Terms and Conditions of Use, do not use the Site. BBA Aviation plc may revise these terms of use at any time. You should visit this page periodically to review these Terms and Conditions of Use, because they are binding on you. Even if you do not read these terms, you accept that you have notice of them and are bound by them.

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