Standard terms and conditions

Information about us

We operate this Website and provide the Services. We are Portr Limited, a company registered in England and Wales under number 08119088 and with our registered office at 2^nd Floor North, 70 South Lambeth Road, Vauxhall, SW8 1RL, United Kingdom. Our VAT number is 158621790.

We may be contacted by email at support@airportr.com.

Terms and Conditions

These Terms apply to your use of this Website and our Services. Please take a few minutes to read these Terms and carefully before you use our Website and our Services. If the Booking was made on your behalf by a third party your continued use of our Services means you agree to these Terms.

If you do not accept these Terms, please do not use our Services and, if you have a Booking that has been made on your behalf, please exercise your right to cancel your Booking.

1.     Your Booking

1.1. Your Booking only becomes effective and binding on your acceptance of these Terms and despatch of an e-mail confirmation of the Booking to the Customer’s notified email address.

1.2.  We reserve the right to decline to accept any Booking but if we do so we will send you an email notice to that effect.

1.3 All Bookings can be amended free of charge up to 3 hours before the Scheduled Time (subject to relevant additional charges for service changes). ABC Service Bookings from the Coverage Area to the airport must  be cancelled  no later than 3 hours before the Scheduled Time for collection at the Customer Collection Address in order to be eligible for a full refund.

1.4. We will endeavour not to cancel or change your Booking once it has been accepted. However, from time to time it may be necessary and we reserve the right to do so.

1.5. You must provide AirPortr with valid contact telephone and email details in order to ensure that contact is possible at any time for updates, amendments or alterations to your booking.

2.      Becoming a registered user

2.1.  If you choose to become a registered user you will provide an email address and password. You must treat such password as confidential, and you must not disclose it to any other person or entity. You also acknowledge that your account is personal to you and agree not to provide any other person with access to this Website or portions of it using your password or other security information. You agree to notify us immediately of any unauthorized access to or use of your password or any other breach of security.

2.2.  We have the right to disable any user name, password or other identifier, whether chosen by you or provided by us, at any time in our sole discretion for any or no reason, including if, in our opinion, you have breached any provision of these Terms.

3.      Price and payment

3.1. The price of the Services is set out in our Price List in force at the time we confirm your Booking. Our prices may change at any time but price changes will not affect Bookings that we have confirmed with you. These prices include VAT.

3.2. We require payment in advance for the Services at the time of the Booking.  We accept payment by credit card or debit card.

3.3. Redemption of loyalty rewards and referral credits can only be made against a booking and shall have no cash value and cannot be transferred.

3.4 You remain responsible for understanding your baggage allowance and acknowledge that AirPortr will pass on any airline charges in respect of:
– any Bag that exceeds your personal baggage allowance;
– any Bag that is overweight;
– any Bag that is oversized.

In the event that we pay on your behalf any charge due to the relevant airline in respect of any Bag, you agree to reimburse this payment to us without delay.

3.5  After successful payment by You to Us, We will retain your payment authorisation on file to process any additional fees due, including but not limited to excess or overweight baggage, additional bags at the doorstep and secondary services that you choose to purchase (i.e. a return AirPortr service or fast track security). This payment authorisation will only be used in relation to your live booking or with your express permission for use on secondary services.

4.     Our responsibilities

4.1.  We shall ensure that the Services are provided with reasonable skill and care including using reasonable endeavours to deliver your Bag to the Delivery Address by the Scheduled Time.

4.2.  Subject to paragraph 8 (Events outside our control) if we fail to deliver the Bag to the Airport Delivery Address by the Scheduled Time due to circumstances within our control and your bag consequently misses your flight, we will ensure that the Bag is sent on to your final ticketed destination.

4.3.  We will only accept and deliver the Bag for the person we reasonably believe to be the Customer.

5.     Your responsibilities

5.1.  If you are collecting your luggage from us at an airport terminal location then you must provide photographic ID to the agent at collection.

5.2.  You warrant that:

5.2.1.     you have authority to deal with the Bag and its contents; and

5.2.2.     the Bag contains no Prohibited Items (as defined).

5.3.  You agree to be present at the agreed times as set out in your Booking and if you fail to do so the procedures set out in Schedule B shall apply.

6.     Security arrangements

6.1.  As part of our security procedures, your Bag may be screened by our personnel.

6.2.  Your Bag will not be opened and/or searched by our personnel without your consent save where we are required to do so by HM Revenue and Customs, the UK Border Force, the Civil Aviation Authority, the Police Force, any other regulatory or governmental authority or the airport operator.

7.     Fair usage policy

We reserve the right to reject or subsequently cancel Bookings where we believe there to be mis-use of our Services by you or a third party for commercial gain.

8.     Events outside our control

8.1.  We shall not be liable for any failure to provide the Services arising from any event outside our control or any action by you or any third party including :

8.1.1.      failure to provide accurate information at the time of booking and provide relevant documentation and photographic ID at the time of collection and/or delivery;

8.1.2.      failure to meet airport security requirements;

8.1.3.      failure to attend the collection or delivery of your Bag at the agreed times as specified in your Booking.

8.1.4.      national or local disruption in ground or air network;

8.1.5.      the actions of HM Revenue and Customs, the UK Border Force, the Civil Aviation Authority, the Police Force, any other regulatory or governmental authority or the airport operator.

8.1.6.      failure to ensure the bag is within the weight allowance as per the airline booking;

8.1.7.      failure to ensure the number of bags to be checked in is within the allowance as per the airline booking; and

8.1.8.      failure to directly advise us of any last minute amendments to your airline booking, including changes to flight, cancellation of flight and amendments to luggage allowances.

8.2.  We shall not be liable for any damage to any Bag or its contents arising from any event outside our control or action by any third party including the actions of HM Revenue and Customs, the UK Border Force, the Civil Aviation Authority or the Police Service.

9.     Data privacy

By accepting these Terms, you are also agreeing that we may process information relating to you in accordance with, and otherwise accepting the terms of, our privacy policy, which can be found at https://airportr.com/privacy-policy. Our privacy policy sets out details of how we use the personal information you provide to us or we otherwise obtain about you. If you make a Booking on behalf of any other person you must draw their attention to our privacy policy and ensure that they also agree that we may process information relating to them in accordance with it and otherwise accept its terms.

10.  Our liability

10.1.   It is the Customers’ responsibility to ensure that all Bags are insured to the value of the contents of the Bags. We do not insure any Bags independently, as we do not have access to details of their contents and value.

10.2.  Subject to the following provisions of this paragraph, except in respect of death or personal injury caused by our negligence, or that of our agents, our liability to the Customer for loss and/or damage caused by our negligence or breach of contract or otherwise which arises out of or in connection with the provision of or failure to provide the Services or their use by the Customer shall be limited as follows:

10.2.1. we shall have no liability for loss of or damage to Excluded Items or Prohibited Items;

10.2.2 in the case of lost, delayed or damaged Bags (including missing contents), we will make payment in accordance with our compensation policy but our liability shall not in any event exceed £1200 per person (or such higher figure as is equivalent to SDR 1131 under the Montreal Convention from time to time);

10.2.3 in relation to the Services generally (other than for lost, delayed or damaged Bags (including missing contents)), our liability shall not exceed £500 in aggregate per Booking.

10.3 Subject to clause 10.2. in cases where the delivery of Bags is delayed by more than 24 hours, we will re-imburse the Customer the reasonable cost of essential toiletries and essential clothing for every night they are left without access to their Bags for up to a maximum of 3 nights.

10.4  We shall not be liable to the Customer, for negligence, breach of contract or otherwise, for any indirect, special or consequential loss, nor for any losses arising from business interruption, wasted management time, loss of goodwill or loss of data, whether or not arising in the normal course of business.

10.5   We shall not be liable to the Customer or deemed to be in breach of the Terms by reason of any delay in performing or any failure to perform any of our obligations under the Terms if the delay or failure was due to any circumstances beyond our reasonable control in accordance with paragraph 8 of these Terms.

10.6  We shall, in any event, have no liability in respect of any claim for damaged Bags (including missing items), that is not notified to us by the Customer in writing with sufficient detail as to the nature and amount of the claim within seven (7) days of the circumstances giving rise to the claim. You must then provide documentation supporting your loss within a further fourteen (14) days.

10.7  We shall, in any event, have no liability in respect of any claim for lost or delayed Bags that is not notified to us by the Customer in writing with sufficient detail as to the nature and amount of the claim within twenty-one (21) days of the circumstances giving rise to the claim. You must then provide documentation supporting your loss within a further fourteen (14) days.

10.8  Although we provide Services in co-operation with airlines, the airlines are not responsible for our Services and have no liability, whether under or in connection with this Contract or otherwise, for our negligence, breach of contract or other failure in connection with the Services.

10.9  The Customer acknowledges that the limitations of liability as set out in this paragraph are fair and reasonable in the circumstances and have been taken into account and reflected in the level of the prices charged.

11.  Your right to cancel

11.1.  Booking cancellations must be made via the Customer’s online AirPortr account or directly through the AirPortr Customer Services Team. Last minute email requests for cancellation may not be upheld due to service centre response times.

11.2.  A Booking cancellation is only confirmed and complete when Customer receives a cancellation confirmation email from AirPortr.

11.3.  Cancellations must be made 3 hours or more before the booked collection time to be eligible for a refund. Bookings cancelled after Bags have been collected are not eligible for a refund. Additional costs may apply to repatriate Bags.

11.4.  In the event of cancellation in accordance with paragraph 11.3, you will receive a full refund of the price you have paid for the Booking. We will process the refund as soon as possible and, in any case, within seven (7) days of the day on which you gave us notice of cancellation.

11.5. In addition to your right to cancel in accordance with paragraph 2 of these Terms, if you are a consumer in the United Kingdom or any country that is a member of the European Union, you have a legal right to cancel a Booking under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 at any time until the expiry of the 14th working day the day after the day on which the Contract is . However, if you commence use of the Services before the expiry date of the 14-day cancellation period you will lose your right to cancel the Booking.

12.  Our right to cancel

12.1    We reserve the right to cancel your Booking if the Domestic Delivery Address provided at the time of Booking is not an existing delivery address validated by us and we are unable to validate the address as a Domestic Delivery Address following your Booking. If we are unable to validate the address provided as a Domestic Delivery Address, we will notify you by email as soon as possible and provide you with the opportunity to provide us with an alternative Domestic Delivery Address.

12.2    We also reserve the right to cancel your Booking in accordance with our Fair Usage Policy set out in paragraph 7 of these Terms.

13.   Interpretation and Glossary

13.1In these Terms, the following expressions shall have the following meanings:

“ABC Service” means accepting a Bag for carriage on behalf of the relevant Partner Airline, applying an airline destination bag tag and injecting the Bag into the airport baggage system on behalf of the Customer, in accordance with these Terms including Schedule A (Bag Check-In terms and conditions);

“Airport Delivery Address” means the delivery address notified to us by the Customer for delivery of the Bag to the airport;

“Bags Ineligible for ABC” means Bags (including but not limited to musical instruments and sports equipment) which are subject to a charge imposed by the airline based on the nature of the item, including but not limited to valuable items subject to a special declaration charge, excess, overweight and oversize items, and any items containing goods which are prohibited or restricted by the relevant Partner Airline  or by customs or transport authorities (including firearms, ammunition, flammable or explosive items and other items as listed on the relevant Partner Airline’s ’ dangerous goods list, as available from their website .

“Bag” means any piece of luggage owned by (or otherwise under the care of) a Customer transported by us pursuant to these Terms;

“Booking” means a Customer’s request for Services as evidenced by our records;

 “Contract” means the contract between us and you for the provision of the Services on these Terms;

“Customer” and “You” means any person who makes a Booking (whether directly or indirectly through our agents);

“Customer Collection Address” means the collection location confirmed by the Customer at the time of Booking for the collection of the Bags for delivery to the airport.

“Coverage Area” means the area we service. Please see airportr.com for details including a list of postcodes covered.

“Delivery Address” means the Airport Delivery Address and/or the Domestic Delivery Address;

“Domestic Delivery Address” means the delivery address in the United Kingdom notified to us and validated by us as willing to accept delivery of the Bag on terms acceptable to us;

“Excluded Items” means electronic devices, precious stones, precious metals, watches, jewellery, glass, furs, china, art, antiques, prescription drugs, fragile and perishable goods, money, vouchers, travellers cheques, bearer bonds, bills of exchange, promissory notes, stamps, photographs, documents of title to property, bank, credit, pre-pay or other store cards with a cash equivalent value, spirits, tobacco and cigarettes and any other goods which the carrier may at its sole discretion deem to be valuable;

“Intellectual Property Rights” means patents, registered designs, trademarks, utility models (whether registered or unregistered), applications for any of the foregoing and the right to apply therefore in any part of the world; copyrights, design rights, data based rights, topography rights, know-how; all other similar equivalent rights arising or subsisting in any country of the world in relation to the Website or any part of it;

“Partner Airline” means American Airlines, British Airways, Cathay Pacific, easyJet, Finnair and Virgin Atlantic;

“Prohibited Items” means any items prohibited for air transportation by any regulatory or governmental body including the Civil Aviation Authority and HM Revenue & Customs including, for the avoidance of doubt, any items which are of a potentially dangerous nature, items the possession of which is illegal in the United Kingdom, livestock, foodstuffs and perishable items;

“Price List” means the price list available on our Website from time to time;

“Scheduled Time” means the agreed scheduled time for (i) the delivery of the Bag by us to either the Domestic Delivery Address or the Airport Delivery Address and/or (ii) the making available to us by the Customer of the Bag at the airport or Customer Collection Address as set out in the Booking;

“Services” means our service of delivering Bags to the Customer including (if applicable) the Service;

“Terms” means these Standard Terms and Conditionsincorporating the additional terms and conditions set out in the Schedules including in respect of the ABC Service; and

“We”, “we”, “Our”, “our”, “Us” and “us” means Portr Limited.

14.  General

14.1       These Terms form the Contract between us and the Customer for the provision of the Services.

14.2       Each party acknowledges that it is not relying on any statements, warranties or representations given or made by the other whether actual or implied other than expressly incorporated into the Contract in writing.

14.3        No addition to, variation of, exclusion or attempted exclusion of any term of the Terms shall be binding on us unless in writing and signed by a duly authorised representative of us.

14.4        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.

14.5        We shall be entitled to exercise a lien over any property belonging to the Customer (including retaining possession of any Bag) in our possession pending payment of any charges due to us.

14.6         You acknowledge that (other than in respect of information provided by you) the Intellectual Property Rights in and to the Website and any rights to information, documentation, images and other material of whatsoever nature displayed on the Website are our absolute property and/or the property of third parties contracting with us and you shall assert no right, title or interest in or to any such matter.

14.7        This Website is for personal and non-commercial use. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer or sell any information obtained from the Website. You may only download to your personal computer for viewing purposes and print out a number of pages of this Website for your personal use.

14.8        Termination of this Contract shall be without prejudice to any rights and/or obligations of us and/or the Customer accruing prior to the date of such termination.

14.9        A person who is not party to the Contract shall not have any rights under or in connection with it.

14.10     We reserve the right to subcontract the performance of all or some of the Services to a third party or agent.

14.11     Any notice required or permitted to be given by either party to the other under these Terms, shall be in writing and may be given personally or sent by email or prepaid registered post to the other party at its registered office or notified residential address. Any notice served by email shall be deemed delivered immediately and by registered post shall be deemed served 48 hours after posting to an address in the United Kingdom or 5 Business days after posting to an address outside the United Kingdom. In proving the service of any notice, it will be sufficient in the case of a registered post letter to provide proof of delivery.

14.12 We reserve the right to amend these Terms. These Terms may be amended by us at any time by posting the amended terms on the Website. The amended Terms will be effective upon the effective date indicated in respect of Services agreed after that effective date. We therefore recommend that you monitor the Terms from time to time

14.13 We operate promotions from time to time and reserve the right to amend and withdraw any promotions at any time.

14.14 You must be over 18 years of age to enter into a Contract with us. If you do not qualify, please do not use our Services.

14.15 These Terms shall be governed by and construed in accordance with the laws of England and Wales and the parties agree to submit to the exclusive jurisdiction of the courts of England and Wales.

 

SCHEDULE A

Bag Check-In terms and conditions

We provide the ABC Service subject to the Standard Terms and Conditions and the following additional terms and conditions (together the “Terms”):

1. Availability

1.1 The ABC Service is available on eligible flights with Partner Airlines departing from London Heathrow and London Gatwick airports.

1.2 The ABC Service is only available in conjunction with our standard Service. It is not available in respect of Bags Ineligible for ABC.

1.3 The ABC Service is currently only available to Customers wishing to have their Bags picked up from a Customer Collection Address within the Coverage area. Please see airportr.com for details of the postcodes that we cover.

2. Booking

2.1 The ABC Service must be booked for or by the person in whose name the flight booking with the Partner Airline is made.

2.2 If several persons are travelling under one flight booking, all names must be provided to us at the time of Booking unless we otherwise agree. If this information is not provided at the required time, we cannot be responsible for any failure to provide the ABC Service.

3. Collection and Bag Acceptance

3.1 All participating passengers must check in online (or mobile device) with the Airline prior to Bag acceptance.

3.2 All participating passengers must be present during Bag collection with their valid boarding pass available for presentation, and the passport (or in the case of UK domestic flights, such other identification as may be accepted by the Partner Airline) used during the online check-in process.

3.3 If a participating passenger fails to be in attendance during Bag acceptance, or fails to produce a valid boarding pass and a valid passport (or in the case of UK domestic flights, such other identification as may have been accepted by the Partner Airline or us), then the passenger will not be eligible for participation in the ABC Service and as such will be offered the ability to have their baggage transported to the airport for repatriation prior to airline check-in and Bag drop.

3.4 Only Bags within a participating passengers’ allowance with the relevant Partner Airline can be accepted for the ABC Service. Please see below links to details of the relevant Partner Airlines general rules regarding baggage allowance that applies to your ticket:

• American Airlines
• British Airways
• Cathay Pacific
• easyJet
• Finnair
• Virgin Atlantic

3.5  In addition, certain Partner Airline operate a baggage pooling policy which will apply to your Booking.

3.6 If your journey includes a flight with another airline, please note that their baggage allowance and policies may differ. It is the passenger’s responsibility to ensure the size and weight of their bags are within their booked allowance. For health and safety reasons we cannot transport bags over 32kg.

3.7 In the unlikely event that AirPortr miss the window to check-in the customer’s bags with the relevant Partner Airline, we will provide the customer with a full refund.

4. Reassigning

4.1 If, in relation to a given Bag, we are unable to provide the ABC Service for reasons not within our control (including, without limitation, in respect of Bags Ineligible for ABC), or the Customer opts (after making the Booking) not to take the ABC Service but does not cancel our standard Service in accordance with these Terms, we will provide the standard Service and will not be obliged to make any refund of the Booking fee for that Bag.

4.2 If, in relation to a given Bag, we are unable to provide the ABC Service for reasons within our control, we will notify you that this is the case and instead provide the standard Service.

5. Arrangements with Partner Airlines

5.1 We (not the relevant Partner Airline) provide the ABC Service.

5.2 These Terms do not in any way affect the standard terms and conditions of the relevant Partner Airline which continue to apply to Customers travelling with that Partner Airline.

SCHEDULE B

1. Collection by us from the Customer at the Airport (Inward flight)

If the Customer fails to attend at the agreed meeting point within 90 minutes of the Scheduled Time we reserve the right to cancel the Booking and in these circumstances no refund will be made. If your inbound flight is significantly delayed we will endeavour to accommodate a revised collection and delivery time within our operating constraints and hours.

2. Acceptance at Domestic Delivery Address (Inward flight)

If the Customer fails to attend within 15 mins from the start of the Scheduled Time at the Domestic Delivery Address, we reserve the right to leave the Domestic Delivery Address without liability. We shall endeavour to arrange with the Customer a revised collection time or location within our operating constraints and hours and an additional charge may apply.

3. Collection at Customer Collection Address (Outward flight)

If the Customer fails to attend within 15 mins from the start of the Scheduled Time at the Customer Collection Address, we reserve the right to leave the Customer Collection Address without liability. We shall endeavour to arrange with the Customer a revised collection time or location within our operating constraints and hours and an additional charge may apply.

4.  Repatriation of Bags to the Customer at the Airport (Outward flight)

If the Customer fails to attend the Airport Delivery Address within 90 minutes of the start of their Scheduled Time (or 45min prior to flight departure, whichever is the earliest) we reserve the right to leave the site. You must contact us to arrange a new delivery time and an additional charge may apply including, if necessary, an overnight baggage storage charge of £3 per Bag per night