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Airport Concierge Terms and Conditions

Airport Concierge Terms and Conditions

These are the terms and conditions on which we supply your Airport Concierge product to you.

Please read these terms carefully. These terms tell you who we are, how we will provide the services to you, how you and we may change or end the contract, what to do if there is a problem and other important information.

We are Manchester Airport PLC a company registered in England and Wales. Our company registration number is 01960988 and our registered office is at Fao Sylvia Welsh Manchester, Professional Services Limited, PO BOX 532, Town Hall, Manchester, M60 2LA. Our registered VAT number is 707 7228 31.

You can contact us by telephoning our customer service team at 0330 333 0304 (Calls cost 1p per minute, plus your phone company’s access charge).

If we have to contact you we will do so by telephone or by writing to you at the email address you provided to us in your order.

Placing your order

You can place your order on our booking site, and as part of the process we will let you know what is included in your VIP product and the price.

If the booking is placed less than 48 hours prior to your flight we may not be able to accept your order. We will inform you if this is the case and refund you any payment you have made for the service.

Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.

If we are unable to accept your order, we will inform you of this by email and will not charge you for the services. This might be because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the service or because we are unable to provide the services on the date you have specified.

Our VIP Products

The details of what is available as part of our Airport Concierge product are outlined at the time of booking.

As you will see, some of the services are subject to availability and we cannot guarantee that we will be able to provide these services to you. We will whereever possible let you know which services are not available in advance of your arrival at the airport. The provision of services may be subject to airline approval, and in some instances will not be available. You are not entitled to a refund if a service flagged as ‘subject to availability’ is not available.

Our product is available to passengers over the age of 18, or to passengers under 18 year olds provided they are accompanied by a parent or guardian over 18 years of age. A maximum of 2 people are permitted per booking and therefore only 1 under 18 year old is permitted per booking.

Where your Airport Concierge product contains the following services please click below for the relevant terms and conditions which will apply to those services:


Escape Lounge 

Car Parking

Our rights to make changes

We may change the services to reflect changes in relevant laws and regulatory requirements, for example if there is a change in security requirements at the airport.

Providing the Airport Concierge product

We are not responsible for delays outside our control. If our supply of the services is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any services you have paid for but not received.

Your right to cancel

You can cancel the contract by giving not less than 24 hours notice prior to your travel by visiting and following the online instructions. You will receive written confirmation of the cancellation to the e-mail address stipulated. In the event of any problems, you may alternatively cancel by phoning 0871 310 3300* or 0330 333 03 04**.

*Calls are charged at 13 pence per minute from a BT landline. Calls from mobiles and other networks may vary.

**Calls are charged at 1 pence per minute from a BT landline. Calls from mobiles and other networks may vary for our Customer Service and Feedback Teams.

Cancellations must be advised at least 24 hours prior to your travel date.


Even if we are not at fault and you do not have a right to change your mind, you can still end the contract before it is completed, but you may have to pay us compensation.

Our right to end the contract

We may end the contract if you break it. We may end the contract for a service at any time by writing to you if:

  • you do not make any payment to us when it is due; or
  • you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the services.

We reserve the right if prevented from supplying the services for any reason to cancel the contract and provide a full refund. We will attempt to provide as much notice as is possible.

Price and payment

The price of the Airport Concierge product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the VIP product advised to you is correct. However, please see below for what happens if we discover an error in the price of the service you order.

It is always possible that, despite our best efforts, some of the services we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the service’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the service's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order.

We will take payment when you place your order, we accept payment from all major debit and credit cards and via Paypal.

Our responsibility for loss or damage suffered by you

We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services.

If we are providing services in your property, we will make good any damage to your property caused by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services. We are also not responsible for the loss of or damage to your property during your time at the airport, and we are not responsible for supervising or monitoring your property while you are at the airport.

We only supply the services for domestic and private use. If you use the services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

We are not responsible for ensuring you get to your flight, any delays to your flight or any for any other part of travel plans. You remain responsible for ensuring you are at your gate to board your flight on time.

Where the personal shopping service is offered as part of the Airport Concierge product, we are not responsible for any purchases you make as part of the service and we accept no responsibility for those products during or after the personal shopping service.

How we may use your personal information

We will use your personal information in accordance with our privacy policy.

Other Important Terms

We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

You cannot transfer these services to anyone else and the person named at the time of the booking must be present.

This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.

If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the services in the English courts. If you live in Scotland you can bring legal proceedings in respect of the services in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the services in either the Northern Irish or the English courts.