Conditions of purchase of Assistance Services - Meet & Assist

General terms and conditions for the purchase of Meet & Assist services

1. Purpose

This document contains the general terms and conditions for the purchase of the Meet & Assist services offered by Aena at the airports where they are provided.

The purchase of each of the services entails full acceptance of these general terms and conditions and users are not able to claim prices other than those determined by the official unitary rate.

2. Purchases

Users can request the Meet & Assist services offered by Aena at the airports where they are provided upon payment via Aena’s website or mobile app.

The purchase of the Meet & Assist service includes the Fast service at the airports where it is available, to which the general terms and conditions of purchasing accesses to the security checkpoints at Aena’s airports and their rules of use apply.

Under no circumstances does use of this preferential accompanied access service at the checkpoint exempt users from complying with the security regulations, which apply equally to all the airport’s security checkpoints.

The purchase of the Meet & Assist service for departures and transfers includes use of the VIP lounge. The general terms and conditions for the purchase of accesses and the rules of use of Aena VIP lounges will also apply to this VIP lounge service.

The prices to be applied to each Meet & Assist service, depending on the number of users jointly enjoying the service (as a group), are the official ones approved by Aena for each type of service. The prices of this service are published on Aena’s public website.

These prices may be subject to special offers and discounts promoted by Aena S.A.

All the prices shown are in euros and they include VAT or IGIC, as appropriate.

The access prices are set per service in accordance with the number of persons included in said service.

Once the service has been purchased, the airport will contact the user to arrange its date and time and the meeting point.

Use can be made of the services following the moment of the purchase and their period of validity is six (6) months following the date of said purchase.

They must be booked at least 72 hours in advance of the flight time.

The minimum cancellation time is 24 hours.

The price of the service includes the period in the VIP lounge during departures and transfers.

The provision of the service will be generically limited to a maximum of three hours.

For online purchases the customer must provide the key details (name, surname(s), email address, phone number, date and time of the service, airport and terminal) requested by the system, without which it will not be possible to proceed with the purchase process. When the system so allows, a specific date and time will be reserved with the purchase to make use of the preferential access.

Following the purchase, the system will provide him/her with a purchase confirmation email containing a sales ID, a QR code and a file to download the e-ticket onto his/her mobile by means of the QR code. Users must provide this code to the Meet & Assist staff on arrival at the airport in order to use the service. Possession of this number confirms and guarantees the purchase, which may not be modified.

Attempts to make use of the service outside the times specified by the airport will be invalid. Similarly, it is strictly forbidden to resell them, as a result of which Aena cannot be held liable for any potential fraudulent use of the codes.

The booking is personal and cannot be transferred to another person or between different airports.

The booking is only valid for the specified date, price, lounge and terminal at the airport, once the airport has contacted the customer to arrange the service.

The customer will have a maximum of 14 calendar days to cancel the purchase, provided that the service has not been used or booked. We will proceed with the refund by using the same payment method that you use for the initial transaction.

To exercise your right to withdraw from the purchase by means of an unequivocal declaration (e.g. a letter sent by post, fax or email), you can use the model withdrawal form (1) that appears below, although its use is not compulsory. In order to meet the withdrawal deadline, it is sufficient for the correspondence concerning your exercise of this right is sent before the expiry of the corresponding withdrawal period.

(1) Model withdrawal form

(You should only fill in and send this form if you wish to withdraw from the purchase)

  • For the attention of salasvip@aena.es
  • I/we hereby inform you that I/we withdraw from the purchase of the Meet & Assist service
  • Sales ID
  • Booking locator
  • Consumer’s name
  • Consumer’s email address and phone number
  • Address of the consumer and user or the consumers and users
  • Signature of the consumer and user or the consumers and users (only if this form is submitted on paper)
  • Date

3. The service

The pre-booked service includes our Meet & Assist agents accompanying the customer and guiding him/her on his/her journey through the airport.

Passengers may purchase specific Meet & Assist services for any of the airports where they are provided. Passengers are required to check the terminal for their flight beforehand in order to choose the corresponding service and lounge.

All the information corresponding to the airlines and terminals and the lounge locations is available on Aena’s public website.

Users must show their sales code (ID code or QR code) at the agreed Meet & Assist pick-up point, together with one boarding pass per person.

They should go to the airport in advance, as required by their airline, and keep an eye on the screens with the boarding information, as Aena cannot be held liable for missed flights when they have not gone to the airport sufficiently in advance or due to circumstances beyond the control of the service. In such circumstances, the charge for any booked Meet & Assist services will not be refundable.

With respect to arriving passengers, they will be met by the Meet & Assist agent at their gate, in the arrivals lounge or at the pre-arranged Meet & Assist information point.

The Meet & Assist agent will display the name of the customer he/she is waiting for on a tablet. Due to the nature of airport operations, flights may be subject to last-minute gate changes, so if you are unable to see your Meet & Assist agent once you arrive at your gate, please call the Meet & Assist phone number previously provided by the airport.

It is the responsibility of the arriving passenger to ensure that he/she meets the Meet & Assist agent. If the passenger continues his/her journey without approaching the agent at the agreed pick-up point or contacting Meet & Assist by phone, this will be regarded as a “no show” and may result in the booking being cancelled and charged in full.

A contact number must be provided as part of the booking process. Aena cannot be held liable for services that cannot be provided due to the Meet & Assist agents not being able to contact the passenger or to the customer not being at the agreed meeting point at the time specified during the booking process.

Aena reserves the right of admission both to the provision of this service for organisational or capability reasons and to any of the VIP lounges on the grounds of their capacity.

4. Others

Aena reserves the right to demand the corresponding liabilities for improper use of the Meet & Assist service purchase system via the website or mobile app or failure to comply with the rules set out in these general terms and conditions.

Users shall be held solely liable in the event that their use of the service is deficient, partial or erroneous or in the event that someone operates in their name or on their behalf by using the procedures and their identification code.

Aena reserves the right to cancel the access codes of users who misuse the above in accordance with these terms and conditions.

Aena cannot accept any liability for any interruption, inaccessibility or failure of any other kind that may occur during the operation of the system as a result of those that may occur in any telecommunications services or other ancillary services required for the operation of the system which are unrelated to the entity. The parties submit to the jurisdiction and competence of the Courts and Tribunals of the city of Madrid for any claims arising from these terms and conditions, unless a different jurisdiction is applicable by legal imperative.

For operational reasons, Aena may modify the list of airports where the services regulated in this document are available and update the regulated rates.