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These terms and conditions apply to the use of the PremiAir service (“PremiAir”), provided by Manchester Airport PLC whose registered office is at FAO Sylvia Welsh Manchester, Professional Services Limited, PO BOX 532, Town Hall, Manchester, M60 2LA (company number 01960988) (“Manchester Airport”) VAT number 707 7228 31.
Please read these terms and conditions through carefully.
1.1. These terms and conditions (“Terms”) apply to all bookings for PremiAir made via the Manchester Airport website, over the telephone with Manchester Airport's Airport Advantage Sales Team or via one of our sales agents (you will be provided with a copy of these Terms when you order with our sales agents and it is that version of our terms and conditions that applies to your purchase).
1.2. “We", "our" and "us" are references to Manchester Airport. "You" and "your" are references to the guest and/or person who makes a booking for PremiAir and/or the person who is acting on behalf of the guest(s), as the context requires. The contract for PremiAir is made between the guest and Manchester Airport.
1.3. These Terms are subject to English law and any dispute between us shall be resolved exclusively in the courts of England and Wales.
1.4. Manchester Airport reserves the right to change these Terms at any time, but once you have made a booking the Terms which apply are those which were on the websites at the time of booking. We recommend that you always read these Terms before booking, to satisfy yourself that you accept them.
1.5. These Terms, along with all other relevant terms and conditions that are referred to in these Terms and any other terms referred throughout the booking process (including those available online from third-party operators and our sales agents) constitute the entire agreement between you and the Airport with respect to the sale of the relevant services.
1.6. We are only supplying you with the PremiAir service under the contract and will not be responsible for any costs, compensation or expenses relating to any flights or other services that you may have arranged. You are responsible for ensuring that you arrive at PremiAir with sufficient time. Please refer to paragraph 6 for further detail regarding recommended arrival time.
1.7. No person has any authority to vary or alter these Terms unless such variation is in writing under the hand of the Company Secretary or a Director of Manchester Airport.
2.1. Bookings can be made by persons aged 18 or over.
2.2. You must have a flight reservation before making a booking for PremiAir.
2.3. You can make a booking for groups of up to six guests travelling together on the same departing or arriving flight at Manchester Airport. Bookings for groups of more than six guests may be made by agreement with PremiAir management.
2.4. Bookings must be made at least 24 hours in advance of your scheduled flight departure or arrival time. All bookings are subject to availability and Manchester Airport reserves the right to withdraw availability at its entire discretion.
2.5. Bookings made with less than 24 hours’ notice (a “Late Booking”) are subject to approval by the relevant airline with whom you have a flight reservation and, if accepted by the airline, your booking will be subject to a Late Booking surcharge of £50.00 per booking payable to us.
2.6. Booking requests must be made using the online booking system available at https://www.manchesterairport.co.uk/premiair/ or by calling our telephone booking and enquiry line on 0808 168 6333. Late Bookings requests and bookings for ‘Suites’ at PremiAir may only be made by telephone.
2.7. A booking is personal to you, you must not resell or transfer any booking (in whole or in part).
2.8. Providing incomplete or inaccurate information during the booking process may result in a booking being refused or later cancelled by Manchester Airport, or the airline refusing to accept you and/or your luggage to the flight. All guest information must be supplied to us at least 72 hours in advance of the scheduled flight departure or arrival time. For bookings made with less than 72 hours’ notice, all your information must be supplied at the time of booking.
2.9. Guests requiring special assistance or travelling with items of hold luggage with dimensions larger than 100cm x 75cm x 45cm or other non-standard or special items of luggage must make these requirements known prior to travel.
2.10. Guests required to make a customs declaration or a VAT refund application above £5,000 are strongly advised to make this known prior to travel. Failure to do so may result in a delay to your journey or for you to miss your flight, in such circumstances we will have no liability to you for any losses whatsoever (as further set out in paragraph 10).
2.11. When using PremiAir, you must comply with any direction or instruction given by any Manchester Airport officers, personnel or other security personnel and all applicable security, customs and immigration regulations imposed on you. Further information can be found at https://www.manchesterairport.co.uk/help/passenger-guides/security. Guests with genuine concerns regarding our security equipment are advised to make this known prior to travel. Failure to do so may result in a delay to your journey or for you to miss your flight, in such circumstances we will have no liability to you for any losses whatsoever (as further set out in paragraph 10).
2.12. The price you pay is the price accepted and confirmed to you during the online or phone booking process. Payment will be taken in full at the time of booking at the agreed rate. All prices are in pounds sterling and include Value Added Tax and all applicable taxes. Please note that the price will apply to guests 2 years and over, you will not have to pay the price for infants less than 2 years but you must notify us of any infants travelling with you during the booking process, so we can collect the information we need.
3.1. Payment must be made in advance and online. Payment may be made using one of the payment methods set out on the website. Payment in cash will not be accepted for PremiAir. We reserve the right not to fulfil your booking if your card is declined for any reason, if the payment card has been used fraudulently or without the cardholder's permission, or if you are under the age of 18.
3.2. When you have completed your booking having provided all of the necessary details, we will send you email confirmation of your booking. You are responsible for supplying a valid email and we cannot be held responsible for non-delivery due to transmission failure or an incorrect address details provided to you.
4.1. By virtue of Regulation 28(1)(h) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, we are not required to offer you a right to cancel PremiAir once you have made a booking.
4.2. However, we recognise that your plans may change and accordingly, if you wish to cancel your booking, we must receive notice of your cancellation at least 24 hours before you have asked for your PremiAir service to begin. We will then be able to offer you a refund as follows:
4.2.1. If you give more than 48 hours’ notice from your scheduled flight departure or arrival time at Manchester Airport, you will be charged an administration fee of £10.00 per guest for PremiAir Priority Departures bookings or £20.00 per guest for PremiAir Premium Departures and PremiAir Arrivals bookings; or
4.2.2. If you give more than 24 hours’ notice from your scheduled flight departure or arrival time at Manchester Airport, you will be charged 50% of the price paid for the PremiAir service; or
4.2.3. If you give 24 hours or less notice in advance of the scheduled flight departure or arrival at Manchester Airport and/or you fail to arrive for a booking, you will be charged the full fee for the PremiAir service and no refund will be given.
4.3. Payments made by a Gift Voucher will be refunded by the issuing of a replacement Gift Voucher to the same value, please note that you will remain bound by the Gift Voucher Terms and Conditions, including but not limited to the relevant expiry date.
4.4. If you have booked car parking at PremiAir, then please refer to the Manchester Airport Car Park Terms and Conditions for details of your cancellation rights.
5.1. You are not permitted to make any changes to dates, times, flight details and/or guest details unless you give over 24 hours’ notice before the scheduled flight departure or arrival time. Exceptions may be made, but such exceptions shall be at the sole discretion of Manchester Airport. Changes requested more than 24 hours before the scheduled flight departure or arrival time are subject to availability and where agreed by Manchester Airport will incur an administration charge of £10.00 per booking. Should you wish to amend your booking, we can only accommodate changes to a date within three months of the original booking date. To make a change to your booking please call 0808 168 6333 or email PremiAir@magairports.com.
5.2. If you arrive at Manchester Airport with additional persons who have not been added to an existing booking, those additional persons will not have access to the PremiAir service and will be required to make their own way to the main terminal. Please note that the main terminals are not within walking distance of PremiAir.
5.3. Where the scheduled flight departure or arrival is delayed or cancelled before you have asked for your PremiAir service to begin, changes can be made without charge. Once you are made aware that the flight departure or arrival will be delayed or cancelled, please call 0808 168 6333 to notify us of the change.
6.1. Guests under 18 years of age may not use PremiAir without being accompanied by a guest over the age of 18.
6.2. You must arrive at the PremiAir terminal prior to the time specified to you by the airline you are flying with. Late arrival may result in you not being accepted by the airline on to your flight. If you fail to arrive in the times advised below, we will have no responsibility or liability to you for any losses whatsoever (as further set out in paragraph 10) and the PremiAir service will be non-refundable:
6.2.1. If travelling with cabin luggage only, you must arrive 60 minutes prior to the scheduled flight departure time;
6.2.2. If travelling with hold luggage, you must arrive 2 hours prior to the scheduled flight departure time;
6.3. Manchester Airport reserves the right to adjust the time by which you are required to present at the PremiAir terminal. In such cases, you will be advised of the new time at which they are required to present at the PremiAir terminal through separate communication (either by telephone or by email).
6.4. PremiAir Premium Departures guests may access the PremiAir lounge from 3 hours prior to the scheduled flight departure time.
6.5. PremiAir Arrivals guests may access the PremiAir lounge up to 2 hours after the flight arrival time.
6.6. PremiAir Priority Departures guests do not have lounge access.
6.7. If your flight is delayed or cancelled and you are a PremiAir Premium Departures guest, you may remain in the PremiAir lounge for up to 60 minutes after the scheduled flight departure time. After 60 minutes additional time is subject to availability and may incur additional charges.
6.8. You must use your airline’s online check-in facility to check-in for your departing flight and generate a boarding card. Facilities are available at PremiAir to print boarding cards generated via online check-in. If the guest is unable to complete the online check-in process, or if the relevant airline does not offer online check-in, the guest must contact PremiAir prior to travel. Please call 0808 168 6333.
6.9. Airlines often charge excess luggage fees to guests wishing to check-in more bags than their allocated maximum allowance. If you wish to check-in more bags than your allowance (as advised by your airline), then you must arrange this with your airline and pay any excess luggage charges directly to the airline. For information on luggage restrictions, please contact the airline you are travelling with. We accept no liability for guests who have excess or overweight luggage and have not arranged for this with their airline. For health and safety reasons, no item of luggage can weigh more than 32kg. When using PremiAir, (excluding PremiAir Priority Departures) the price you pay will include processing a maximum of five pieces of hold luggage per person. PremiAir will liaise with the guest’s airline to accept, label, screen and transport the guest’s luggage for them. If you want us to process more than five pieces of hold luggage per person, you will need to pay an additional charge of £5.00 per item of luggage. Please note that guests’ airline luggage allowance may vary from the number shown here, and (as above) if you have not arranged this quantity of hold luggage with the airline you are flying with then we cannot process or accept your luggage. For security reasons, we are unable to store luggage.
6.10. You may not transport firearms or ammunition, or pets (except service dogs) through PremiAir.
6.11. By using PremiAir you are not entitled to any preferential treatment from the airline you have booked to travel with above that included in your ticket, class or additional services purchased directly from the airline. You must comply with airline terms and conditions (including hold and hand luggage allowances) at all times. We will not intervene in any dispute between you and an airline.
6.12. As part of your check-in/luggage acceptance process, the airline you are travelling with may request to speak to you directly. If you do not comply with this request or any other request from the airline or us, we may not be in a position fulfil the PremiAir service and no refunds will be made in this regard.
6.13. Subject to availability, and at the sole discretion of Manchester Airport, each group of travelling guests (excluding PremiAir Priority Departures) may have a maximum of two non-travelling guests who may access the PremiAir lounge for an additional charge of £10 per head. Any non-travelling guests must arrive no earlier than 15 minutes prior to the scheduled arrival time of the travelling guests and must vacate the lounge once the travelling guests have left. Names of any non-travelling guests must be supplied prior to travel otherwise they will not be permitted access to the lounge. Any non-travelling guests must remain landside and comply with these Terms at all times and will not be permitted to access any airside area nor shall they be allowed to escort the travelling guests to the aircraft.
6.14. The PremiAir lounge is a quiet and calm environment for people to use before or after their flight. Any behaviour we deem to disturb this environment and other guests will not be tolerated. If you breach this Term then you may be asked to leave PremiAir and no refunds will be given to you.
6.15. Well-behaved children are permitted to use PremiAir and must be accompanied by a guest over 18 years of age, including being accompanied to the food and beverage stations.
6.16. We require that guests drink sensibly and avoid drinking to excess, it is your sole responsibility to ensure that you are fit to fly. Manchester Airport accepts no liability for guests drinking to excess in the PremiAir lounge but retains the right to limit alcohol consumption to ensure no guest becomes intoxicated prior to flying. PremiAir operates a challenge 25 policy and people under the age of 18 are not permitted to consume alcohol in the PremiAir lounge.
6.17. No abuse of our colleagues will be tolerated. Any behaviour deemed aggressive or abusive towards our team will result in the police being called and may result in prosecution. Such behaviour will result in the PremiAir service being withdrawn and no refund will be given and may lead to you missing your flight, in such circumstances we will have no liability to you for any losses whatsoever (as further set out in paragraph 10).
6.18. We reserve the right to levy additional charges after departure for any damage caused to PremiAir facilities or for any items which are removed by guests, including any non-travelling guests. This includes food or drink provided for guests’ consumption within the PremiAir lounge.
6.19. Please note, payments at the PremiAir terminal may be made by card only.
6.20. Manchester Airport reserves the right, at its sole discretion, to withdraw the service from individuals who may endanger safety or security in the airside environment. In such circumstances, no refund will be given and may lead to you missing your flight and we will have no liability to you for any losses whatsoever (as further set out in paragraph 10). Intoxication, erratic behaviour or failure to follow these Terms constitute reasons for your withdrawal from PremiAir.
6.21. You will treat other visitors of PremiAir with discretion at all times. You are responsible for ensuring that any guest travelling with you are also discreet. This includes not approaching, photographing or filming other guests or disclosing the presence of other guests to any third party. You are not permitted to enter any area of PremiAir than those you are directed to by a member of staff. Manchester Airport reserves the right, at its sole discretion, to ask individuals to leave the PremiAir Terminal in the event of inappropriate conduct. In such circumstances, no refund will be given and may lead to you missing your flight and we will have no liability to you for any losses whatsoever (as further set out in paragraph 10).
6.22. The PremiAir service concludes once guests have been handed over to airline representatives and no further assistance will be offered. If the flight is cancelled once the guest has been handed over to airline representatives, the guest will be de-controlled and luggage returned via the normal terminal process.
7.1. The PremiAir lounge dress code is smart/casual. Matching attire (such as hen or stag items), fancy dress or any other items that may cause offence to other guests are not permitted.
8.1. Guest details will be taken and stored by Manchester Airport at the time of booking. The making of a booking constitutes consent for Manchester Airport to use the guest’s details including name, date of birth, flight, passport and visa details and other travel documents, to provide the PremiAir service and to fulfil all relevant security, operational and border control requirements and to pass such information to government authorities for border control and aviation security purposes. The passport information provided at the time of the booking must be the passport that the guest will travel on. Manchester Airport does not check the validity of travel documents.
8.2. Where a booking is made on behalf of any guest(s), the person making the booking warrants that they have the permission of each guest to use the details taken by Manchester Airport as described above.
9.1. We do not accept liability for any failure by us to perform our obligations due to an event beyond our reasonable control. A non-exhaustive list of such events includes war or threat of war, riots, civil strife, terrorist threats or activity, industrial disputes, natural and nuclear disaster, fire, adverse weather conditions, volcanic eruption or ash cloud, government regulations, closure or congestion of airports, and / or cancellation or changes of schedules by airlines.
9.2. Except as expressly stated in these Terms, we shall not be obliged to either refund any pre-payment by you or make any other change to your booking in the event that you wish to amend or cancel your booking due to an event of the kind listed in paragraph 9.1.
10.1. Manchester Airport will act with reasonable skill and care when providing the services to you.
10.2. Nothing in these Terms limits our liability in the case of death or personal injury caused by our negligence, or in the case of fraud, or to the extent that such limitation or exclusion is not permitted by law.
10.3. Our liability to you for the provision of PremiAir services shall be limited to £10,000.
10.4. We do not accept liability for losses, delays or disruptions incurred as a result of:
10.4.1. Incorrect information being supplied to Manchester Airport;
10.4.2. Third parties’ acts or omissions including airlines, security and border control authorities;
10.4.3. Ground handlers or third-party transport arranged by or on behalf of the guest.
10.5. We do not accept liability for:
10.5.1. Any indirect or consequential loss;
10.5.2. Any loss of profit, loss of enjoyment, loss of revenue, loss of data, or loss of earnings.
11.1. Any complaints regarding the PremiAir service should be submitted by writing to Customer Contact Centre, 2nd Floor, Olympic House, Manchester Airport, M90 1QX or using the online feedback form available at https://manchesterairport.co.uk/help/feedback-form/. Please allow 28 days for a reply.
11.2. Unfortunately, our colleagues are not permitted to accept tips. Should you wish to show appreciation for excellent service, you may do so through our feedback channels.
12.1. Airlines operate their services using their own terms and conditions. You must comply with airline terms and conditions (including hold and hand luggage allowances) at all times. You are responsible for monitoring airline schedules and any potential changes to flight times. You are further responsible for ensuring that you meet the appropriate passport, visa and health requirements to travel. We accept no liability in the event that the airline you are travelling with prohibits you from travelling for any reason, howsoever arising, or in the event that you incur any loss/damage due to a flight delay and/or cancellation.
12.2. In certain circumstances, airlines may decline to accept guests via PremiAir. If such a situation arises, then we will notify you as soon as reasonably practicable and any fee that you have been paid to Manchester Airport for PremiAir shall be refunded to you in full.
12.3. Official state business takes precedence over all PremiAir bookings and Manchester Airport reserves the right to cancel any booking where necessary in relation to this. In this case, Manchester Airport will notify you as soon as reasonably practicable and any fee that has been paid to Manchester Airport for PremiAir shall be refunded to you in full.
12.4. Manchester Airport reserves the right to cancel bookings for any reason including, without limitation, operational, safety, capacity or security requirements. On the rare occasion when a booking is cancelled by Manchester Airport in such circumstances, a full refund will be provided to you.
12.5. When using PremiAir you may be required to share a security or passport control channel or vehicle with other guests.