Terms & Conditions

ARL Premier Terms and Conditions

The following sets out the terms and conditions for the ARL Premier services (“ARL Premier”), a service provided by ARL Services (UK) Limited whose registered office is at Heathrow Cube, 09 Arkwright Road, Colnbrook, Berkshire, England, SL3 0HJ (company number 07328455). By making a booking and/or using ARL Premier, these terms and conditions are deemed to have been accepted by each passenger and any party acting on behalf of such passenger(s).

“We”, “our” and “us” is a reference to ARL Premier. “You”, “your” is a reference to the passenger and/or person who makes a booking with ARL Premier.

Use of the ARL Premier Services

ARL Premier provides the following services to passengers on a single departing, arriving, transfer or connecting flights at the Airport:
1. use of a dedicated pre-booked Meet and Assist agent to escort and guide you through your Airport journey (“Meet and Assist”);
Infants over the age of two years are classified as adults. Passengers under the age of six years old may not use ARL Premier unaccompanied.
Meet and Assist services is available across all Heathrow Terminals.
ARL Premier must not be used for any unlawful purpose or in a manner which infringes the rights of (or inhibits the peaceful use and enjoyment of the Airport by) any other passenger.
When using ARL Premier, passengers must comply with any direction or instruction given by the Airport personnel or other security personnel and all applicable security, customs and immigration regulations imposed on passengers.
Late arrival to airport may also result in the relevant airline refusing to accept passengers for the flight. In such circumstances, the charge for ARL Premier will be non-refundable.
Passengers must comply with airline terms and conditions (including any baggage restrictions) at all times. Any excess baggage charges must be paid by the passenger directly to the relevant airline. The Airport will not intervene in any dispute between an airline and passengers. Passengers using ARL Premier Service are encouraged to carry appropriate travel insurance.
Please be advised that for Meet and Assist services for departing passengers you will need to contact our Helpdesk on +44 (0)208 745 6011, 15 minutes prior to arrival stating the make and registration number of the vehicle that you are travelling in. Passengers will then be met on the Departures Forecourt of the terminal that you have advised us that you are travelling from. Once we have received your call (15 minutes prior to your arrival at the Terminal), our Meet and Assist agent(s) will remain on the Departures Forecourt with a name board displaying your party name and reference number for 30 minutes after you have contacted us. If you are running later than stated, please contact our Helpdesk. Failure to do so may result in your booking being cancelled at full charge.
Passengers may book additional services as an add-on to the existing Meet and Assist Service. Any add-on service cannot be booked on its own. For further details please refer to the section Add-on Services under condition 19 onwards.
All Prices stated in the terms and conditions are valid until 31st December 2023.
Meet and Assist
The Meet & Assist service is a pre-booked service only and can be booked online at https://www.premiumservicesheathrow.com or by telephone on +44 (0)208 745 6011 or Mob (WhatsApp) +44 7553 347307 up to 24 hours in advance.
The Meet & Assist services are as follows: –
1. Arrival – This service provides passengers with a dedicated personal guide who escorts through all the airport processes in accordance with all UK airport formalities for border control, baggage reclaim, customs if required and to the next mode of transport. Agents will not interfere with processes or make decisions on behalf of the passengers.
2. Departure – This service provides passengers with a dedicated personal guide who escorts through all the airport processes in accordance with all UK airport formalities for airlines, security, control authority, customs if required, departure lounge and to the aircraft departure gate. Agents will not interfere with processes or make decisions on behalf of the passengers.
3. Connection – This product is only available to passengers who have checked through to their final destination and are in possession of a valid boarding pass for their onward journey.
4. Transfer – This product is available to passengers who have a connecting flight but not checked in to their final destination. In this case, they need to reclaim their luggage and check in again to their final destination. Transfer service will include both arrival and departure services together. This could be within the same terminal or intra terminal. In case, passenger requires intra terminal transfer, this may require third party transport and Meet & Assist prices do not include the transport cost.

All prices are inclusive of service charges and VAT:

Arrival or Departure Connection Transfer (Arrival & Departure)

1 – 4 passengers	£150	1 – 4 passengers	£180	1 – 4 passengers	£300
5 passengers	£180	5 passengers	£210	5 passengers	£360
6 passengers	£210	6 passengers	£240	6 passengers	£420
7 passengers	£240	7 passengers	£270	7 passengers	£480

For larger groups please contact the booking centre directly at service@arl-uk.com to obtain a quote and arrange your booking.
For bookings made with less than 24 – 12 hours‟ notice (a “Late Booking”) there will be a Late Booking surcharge of 10% (including VAT) of the price of your booking had it been booked at least 24 hours in advance. The prices are above. For example, if you booked for 1 – 4 passengers 24 hours or more in advance it would cost £150. If you booked less than 24 hours in advance, it would cost £165.00. For bookings made less than 12 hours‟ notice (a “Late Booking”) there will be a Late Booking surcharge
of 50% (including VAT) of the price of your booking had it been booked at least 24 hours in advance. For bookings made between 6 and 3 hours‟ notice (a “Late Booking”) there will be a Late Booking surcharge of 100% (including VAT) of the price of your booking had it been booked at least 24 hours in advance.
The prices listed above include the first 3 hours of service. After the first 3 hours of service an additional fee of £25 per hour will be charged.
Arriving passengers will be welcomed by the Meet and Assist agent at their arrival gate. The Meet and Assist agent will have a name board displaying the party name and reference number.
1. Due to the nature of airport operations flights may be subject to last minutes gate changes so if you cannot see your Meet and Assist agent then please call the ARL Premier Helpdesk line on +44 (0)208 745 6011 or Mob (WhatsApp) +44 7553 347307.
2. It is the responsibility of the arriving passenger to ensure that they look out for Meet & Assist agent at the top of the jet bridge or arrival coaching gate before commencing with their onward journey. If the passenger continues on their journey without approaching the waiting agent or contacting the Helpdesk then it will be considered as a “NO SHOW‟ and may result in the booking being forfeited at full charge.
3. The Meet & Assist agent will wait till the last passenger disembarks the aircraft to be met to carry out the service then it will be considered as a “NO SHOW‟ and may result in the booking being forfeited at full charge.
4. A contact number must be provided as part of the booking process. ARL Premier cannot take responsibility for services which cannot be fulfilled due to not being able to contact the passenger.
Departing passengers should contact the Helpdesk 15 minutes before arrival at the Airport as detailed in condition 8 above. A contact number for the passenger(s) travelling must be provided as part of the booking process. ARL Premier cannot take responsibility for services which cannot be fulfilled due to Meet and Assist agents not being able to contact the passenger.
Add-On Services
Passengers may book additional services as an add-on (Add-On Services) to the existing Meet and Assist Service. Any add-on service cannot be booked on its own.
All Add-on services are a pre-booked service only and can be booked online at https://www.premiumservicesheathrow.com or by telephone through our Helpdesk on +44 (0)208 745 6011 or Mob (WhatsApp) +44 7553 347307 up to 24 hours in advance, subject to availability and airport conditions.
ARL Premier offers the following services as an Add-On to our Meet and Assist service;
Bag Porters
The Bag Porter service is a pre-book service only.
1. The pre-booked service can be booked online at https://www.premiumservicesheathrow.com or by telephone on +44 (0)208 745 6011up to 24 hours in advance as an Add-On to our Meet and Assist service.
2. Requests for the use of the Bag Porter services between the hours of 2230-0530 are considered out of hours and any bookings made between these times will be subject to a premium of 100% of the Bag Porter servicecharge.
3. Luggage can be many different sizes and weights. Our prices are based on as defined in point 23a and 23b are inclusive of service charges.
  Pre-booked Service Pre-booked Service
  (Conventional Bags) (Oversized/Unconventional Luggage)
  1-8 Bags – £60 1 Geest Truck – £100
  9-16 bags – £120 2 Geest Trucks – £150
  17-24 bags – £180 3 Geest Trucks – £200
The bag porter equipment: Geest truck can take up to 8 conventional bags. Any luggage dimensions that are not conventional size and cannot be mounted on to the equipment as explained in condition 23a, will fall under the category of oversized luggage (unconventional size) as defined in condition 23b will incur addition cost depending on the additional equipment and manpower used to carry out the porter service.
1. Conventional Luggage – Items that are not exceeding the following dimensions: 90x75x43cm (35.5×29.5x16in) with maximum weight of up to 32 kilograms.
2. Oversized Luggage (Unconventional) – Items exceeding the conventional dimensions and, Sports equipment such as Bikes, Surfboard, Snowboards, Ski equipment, Golf clubs, Musical and Media items such as Cellos, Double basses, Sound equipment, filming equipment etc.
We have a responsibility to ensure the health and safety of all Bag Porter agents and passengers so if your luggage requires additional equipment and manpower then this will be charged in accordance with the published prices as above.
Carnet visits are not included within the Bag Porter service. If you require assistance visiting the Carnet desks a premium of 100% of the Bag Porter service charge (as detailed above) will be charged for this service as the queue waiting time can be long preventing the Bag Porter agents from attending other porter requests.
The transfer porter service for intra terminal transfers is available to passengers who have a connecting flight but not checked in to their final destination. In this case, you need to reclaim your luggage and check-in again to your final destination. If you require assistance with transfer porter service a premium of 100% of the Bag Porter service charge (as detailed condition 22) will be charged for this service as this categorized as an arrival and departure services.
The transfer porter service for intra terminal hotels is available to passengers. If you require assistance to drop off or pick from the intra terminal hotels a premium of 100% of the Bag Porter service charge (as detailed condition 22) will be charged for this service as the service delivery time can be long due to the distance preventing the Bag Porter agents from attending other porter requests.
The transfer porter service does not include the transport of luggage and passengers. Passengers may require transport (third party) for intra terminal transfers can be arranged by themselves or booked by our Helpdesk at an additional cost. Please contact us to arrange transport for transfer service on +44 (0)208 745 6011 or Mob (WhatsApp) +44 7553 347307 or email us at service@arl-uk.com.
Heathrow Express (third party) can be used for intra terminal transport for transfer product but it is limited up to 5 conventional baggage (as detailed in condition 23a) due to very short stop over at the platform and health and safety of the other passengers and bag porter agents. ARL Premier does not take any responsibility of any delays caused by the third party.
This service is being provided through a third party, therefore ARL Premier does not accept any liability.
Electric Buggy
The Electric Buggy service is a pre-book service only.
ARL provides this service to passengers on a single journey (Point to Point) departing and arriving at Heathrow Airport:
Prices are as follows
1. Arrivals / Departure – £75
The pre-booked service can be booked by telephone on +44 (0)208 745 6011 or Mob (WhatsApp) +44 7553 347307 up to 24 hours in advance as an Add-On to our Meet and Assist service.
This service is currently only be offered in Heathrow Terminals 2, 3, and 4.
All buggy services are subject to availability.
Each buggy has the capacity of 5 passengers excluding the buggy operator. There will be no exception to this rule.
Buggy Service must not be used for any unlawful purpose or in a manner which infringes the rights of (or inhibits the peaceful use and enjoyment of Heathrow Airport by) any other passenger.
When using Buggy Service, passengers must comply with any direction or instruction given by ARL Premier personnel or other security personnel and all applicable process protocol. I.e. Security, customs and immigration regulations imposed on passengers.
Late arrival to departure gate may also result in the relevant airline refusing to accept passengers for the flight. In such circumstances, the charge for Buggy service will be non-refundable.
It is the responsibility of the passenger to ensure their belongings are kept safe and when leaving the buggy they must take all belongings with them. ARL Premier takes no responsibility for lost or/and damaged luggage/items
ARL reserves the right to make final decision on all services to be performed should there be any dispute.
For bookings made with less than 24 hours’ notice (a “Late Booking”) there will be a Late Booking surcharge of 100% of the price of your booking had it been booked at least 24 hours in advance.
If you wish to cancel booking with more than 24 hours’ prior to the commencement of the booking such cancellation will incur No Charge, however If you cancel with less than 12 hours’ notice before the commencement of the booking, you will be required to pay a charge of 100% of the booking fee.
To exercise the right to cancel, you must inform us by email at service@arl-uk.com of your decision to cancel the booking. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
To make a change to your booking please call at Helpdesk on +44(0)208 745 6011 or Mob (WhatsApp) +44 7553 347307. Changes may be made to bookings without charge if the change is requested with at least 24 hours’ notice before the agreed booking time.
If you wish to make a change to your booking less than 24 hours‟ notice before the agreed booking time such change will incur an administration charge of 10%.
Less than 12 hours’ notice, no changes to the original booking can be made you must rebook the service. The original booking will be forfeited at full charge.
Where your scheduled flight departure or arrival is delayed within the same date, changes can be made without charge. Once you are made aware that your flight departure or arrival will be delayed please notify Helpdesk on +44 (0)208 745 6011 or Mob (WhatsApp) +44 7553 347307 or by email: service@arl-uk.com to inform them of the delay.
In case of cancellation of your scheduled flight or flight delayed to another date then the original booking will be forfeited at full charge.
ARL Premier reserves the right to cancel bookings for any reason including, without limitation, operational, safety, capacity and/or circumstance beyond our control like industrial action.
Lounges
The Lounge service is a pre-book service only, which ARL Premier is booking through one of its partners.
Prices are as follows
1. £50 per person up to 3 hours.
2. £90 per person up to 6 hours.
3. Any additional hours will be at £15 per hour
The pre-booked service can be booked via our Help Desk by +44 (0)208 745 6011 or Mob (WhatsApp) +44 7553 347307 or by email: service@arl-uk.com up to 48 hours in advance as an Add-On to our Meet and Assist service.
All lounge services is subject to availability.
This service is currently only be offered in Heathrow Terminal 2, 3, 4 and 5.
Whistle using the Lounge Service it must not be used for any unlawful purpose or in a manner which infringes the rights of (or inhibits the peaceful use and enjoyment of Heathrow Airport by) any other passenger. To ensure that the lounge provides the highest levels of service, we may ask passengers to change their behaviour for any reason deemed appropriate by us, including (but not exclusively): sleeping, creating excessive amounts of noise or any activity that may disturb other passenger using the facilities.
When using Lounge Service, passengers must comply with any direction or instruction given by ARL Premier Personnel, Lounge or other security personnel and all applicable process protocol. I.e. Security, customs and immigration regulations imposed on passengers.
The Lounge also reserves the right to refuse service for any of these reasons, also refuse service due to capacity limitations or the intoxication of any passenger. Passengers under the age of 18 may not consume alcohol while visiting the lounge. As we have a shared responsibility to ensure that no passenger becomes intoxicated prior to flying, the lounge reserve the right to limit alcohol consumption accordingly • Alcoholic beverages may not be taken from any Lounge.
No outside food or drink is permitted.
The lounge encourages all passengers to wear smart-casual clothes in the lounges. While they not have a strict dress code, the lounges do reserve the right to refuse admission to anyone wearing clothing unsuitable for the lounge. This includes themed or fancy dress, clothes with slogans that may cause offense, clothing that exposes midriffs or upper thighs, and bare shoulders on men.
The Lounge permits the entry of service animals but may prohibit the entry of other animals.
The lounge displays flight information; ARL Premier has no responsibility to inform you of flight information or changes to flight information, and are not responsible for missed flights.
Wi-Fi Data Device
The Wi-Fi Data Service is a pre-book service only, which ARL Premier is booking through one of its partners.
Prices are as follows
1. £10 per day (to use within UK)
2. £15 per day (Other countries around the world, please speak to our Help desk to confirm if the product is available in those countries.
The pre-booked service can be booked by telephone on +44 (0)208 745 6011 or Mob (WhatsApp) +44 7553 347307 or by email: service@arl-uk.com up to 72 hours in advance as an Add-On to our Meet and Assist service.
Once the device is booked and confirmed, you agree to all terms & conditions set out by our partners BE Ventures Limited with in their rental agreement.
The terms & conditions of the Rental Agreement (“Rental Agreement”) related to the Device rented to the Customer for the agreed duration of this Rental Agreement and will include all parts and accessories given to the Customer at the commencement of the rental. BE Ventures Limited is the owner of the Device and shall remain to be the owner of the Device.
The Customer understands and agrees that the Services are provided to him/her exclusively under these Terms.
By proceeding with booking and using the Services, the Customer acknowledges that s/he has read and understands the Terms and that s/he agrees to be bound by them. ARL Premier reserves the right to terminate the Customer’s use or access to the Services at any time for any reason, including, without limitation, if ARL Premier learns that the Customer has provided false or misleading information or have violated the Terms.
Rental of Device can only be made to Customer of legal age (18 years), possess a valid ID document, national identification card or passport).
Customer must possess a valid credit card that has a credit limit equal to or greater than Device price on the date of the contract and the country where it is signed.
The total rent will vary according to the listed prices at the time of rental as printed on the rental agreement (Booking confirmation
/ Invoice) or ARL Premier website at https://www.premiumservicesheathrow.com at the time of the reservation. Minimum rental period is 1 day, and the amount for 1 day shall be charged for any rentals shorter than 1 day.
Payment will be made via a credit card. The payment for the rental period in full is initially done at the time of reservation through ARL Premier Help desk. If there are additional charges incurred during the rental period, the remaining balance to be paid is charged during the return of the Device or at the time of expiry of stay by the Company utilizing the customer credit card provided by the Customer. The rates for the rental and additional services are those that are effective on the date of signing the Rental Agreement. ARL Premier may collect a deposit (“Deposit”) as insurance against the non-return of the device(s), damages, theft or any other extra charges you may incur during the rental of the devices(s).The value of the Deposit is independent of the number of rental days in the contract awarded. If after the reservation is made by the Customer, Company shall inform Customer if Deposit is required via e-mail including the directions. Before rental is possible, either a hold shall be placed on the credit card presented by the Customer for the Deposit amount or the Company must receive your deposit in full amount.
Terms of Use
1. Device cannot be used by any user other than the Customer or her / his close family members. When using the Device by minors, it is advisable to have adult supervision since the costs incurred by such use if any damage occurs will be the responsibility of the Customer who signed the Rental Agreement. Device should only be used in the country where it was rented, being forbidden to use it in any other country. If used in another country, the customer is responsible for paying the charges for the Device, including roaming charges and other costs associated.
2. Device cannot be sub-leased.
3. The Customer cannot perform illegal activities or cause damage to equipment, loss of software or breach of security of any computer software or mark as well as utilizing the Device for illicit purposes.
4. Any use of the Device that may harm the good name of the Company [or, the brand of the Device], gives the Company the right to automatically terminate the rental agreement with immediate effect and claim for compensation of direct losses and damages incurred on the Company.
In particular, the Customer may not use the Device under any of the following conditions or for any of the following purposes:
1. Close to inflammable or dangerous goods, as well as toxic, corrosive, radioactive or other harmful substances,
2. Carrying anything which, because of its smell or condition, harms the Device or causes Company to lose time or money before it can rent the Device again,
3. Connect any accessory (subject to prior authorization by the Company ), unless supplied by the Company
4. To conduct illegal activities or cause damage to equipment, personnel, loss of software or violate the safety of any software or brand.
5. For intentionally committing any offence.
The Customer will be liable for any offence committed during the rental period which relates in any way to his/her use of the Device, as if the Customer were the owner of the Device. Upon the request of the Police or any official or administrative body the Company may have to transfer the Customer’s personal data. Such transfer will be done in accordance with the data protection regulations of the United Kingdom.
Customer’s Obligations
1. At the time of signing this Rental Agreement, the Customer should check the status of the Device and accessories by completing the section “Delivery status of Device.
2. The Customer must return the Device in the same state it was delivered on the date of signing the Rental Agreement, otherwise the Customer is responsible for any repair costs resulting from damage presented.
3. The Device will be delivered to the Customer preloaded with software, the Customer must return the Device with the same software. Any other software or costs are not included in the Delivery Deed and are the sole responsibility of the Customer.
4. The Customer is responsible for taking care of the Device, keep it in good condition and reimburse Company for any damages arising from its use.
5. The Customer must return the Device to the place of delivery or use the return packaging included with the Device and give the return package including the Device to a representative of the ARL Premier.
6. Company accepts a maximum delay of 30 minutes, after which additional charges may apply for late delivery according to the rates in the Rental Agreement.
The Rental Period
1. The rental duration is calculated based on indivisible periods of 24 hours, beginning at 10:00 am on the day of the arrival date provided by the customer if the device is being shipped to the customer or at the time that the Device is delivered to the possession of the Customer upon signing the Delivery Deed provided to the Customer by a representative of the Company at the time of the delivery of the Device.
2. The delivery of the Device to the Customer shall be at the location agreed by the Customer and the Company.
3. Should the Customer wish to keep the device for a period longer than that originally set out in the rental agreement, the Customer must first contact the Company in order to extend the duration of the rental agreement and if the period of rental is longer than the initial reserved period, than additional charges shall be calculated based on the additional days of rental.
The return of the Device must be made to an authorized representative of the Company or ship the Device to the company using the return packaging included with the Device and give the return package including the Device to a representative of the hotel or the shipment company. If the Device is returned without its accessories, the customer must pay the market value of the same date of the return of the Device.
In case of third parties actions, such as confiscation or theft of the Device, the Customer must immediately inform Company through the contact information of the Company.
Company will use all legitimate means to secure their rights. Customer will be responsible for all expenses associated with the acts described above and for any direct, indirect or consequential damages (such as loss) for the Device, unless it is demonstrated that Company is directly responsible for the confiscation of the Device. The rental period will be completed automatically as soon as the Company is informed in writing of the seizure by the competent authorities or by the customer. In the case of theft of the Device, the Rental Agreement will end once the Company receives a copy of the theft declaration made by the customer to the police.
The Company reserves the right to pursue charging the payment to the Customer’s account at the Company, charge the credit card that the deposit provision was placed or utilize the cash that was given as deposit payment in case the payments that may be requested pursuant to this condition is not paid at once by the Customer upon request of the Company.
If during the rental period the Device is exposed to a problem or accident, the Customer must inform the Company. In these cases, Company has the option to choose between replacing the Device or cancel the lease. Company will not pay any maintenance costs or purchase of accessories associated with the Device during the rental period. The only entity authorized to perform this type of maintenance is the Company. Repair costs incurred by the customer will not be refunded, if any.
Company is uninsured against physical harm and property that the Customer may infringe a third party, resulting from an incident involving the Device. The Customer is 100% responsible for the costs it may incur due to these reasons, as well as any damage inflicted.
The Customer is liable for any financial losses that Company could suffer as a result of breach of any of the terms of the contract, and for any claims made by third parties. Customer agrees to pay damages that the Company suffers to enforce the terms of the contract, exempting Company from any liability. Under no circumstances the Company, or any of its officers, representatives or employees or ARL Premier shall be liable for any losses, claims or legal actions related to direct, indirect or consequential losses in connection with the use and rental of the Device.
The daily unlimited internet may be limited to the fair usage policy applied by the Mobile Operator Company for data access (upload and download) and may start from the time of ordering or confirmation provided. Customer understands that the data access is provided by the Mobile Operator, and ARL Premier and its partners do not control the speed of the data access provided.
This Rental Agreement shall be governed and construed in accordance with the Laws of England. London Courts and Execution Offices shall be authorized to solve any disputes arising from this Rental Agreement.
The booking process
All ARL Premier Services must be paid in full in advance by either credit or debit card. ARL Premier accepts all major credit card/debit cards including American Express. Payments in cash for all ARL Premier services are not accepted. All prices quoted are inclusive of transaction fees, service charges and VAT.
Passengers must have a flight number before making an ARL Premier booking. Bookings must be made a minimum of 24 hours in advance of the flight time for Heathrow Meet and Assist which are subject to operational capacity and availability. Passengers must provide their flight details, if requested, when making a booking.
Booking requests must be made using the online booking system available at https://www.premiumservicesheathrow.com or via the Helpdesk on +44 (0)208 745 6011 or Mob (WhatsApp) +44 7553 347307 or by email: service@arl-uk.com. Providing incomplete or inaccurate data may result in a booking being refused or later cancelled by ARL Premier. If any information supplied at the time of booking is incorrect ARL Premier reserves the right to cancel the service.
Passengers requiring wheelchair assistance or with other special requirements should make these known to ARL Premier during the booking process and they will be redirected to the Airports PRM service provider(s).
Prices advertised on the https://www.premiumservicesheathrow.com or in any quotation may be changed or withdrawn by ARL Premier at any time. Payment will be taken in full at the time of booking at the agreed rate(s).
ARL Services (UK) Limited is not obliged to accept any booking, which constitutes an offer to purchase ARL Premier Service and/or ARL Services (UK) Limited. If a booking is accepted, a confirmation notice will be sent via the online booking system whereupon a binding contract is formed on these Terms and Conditions between ARL Premier and (i) the individual or company named on the online booking system and (ii) also (if different to (i)) the travelling passenger(s).
Passengers (or those making bookings on their behalf) may from time to time be offered the opportunity to make an advance purchase of ARL Premier Services at a discounted rate. Such purchase does not guarantee availability of ARL Premier Services and the process set out in these terms and conditions must be followed to confirm a booking. Where an advance purchase is made, bookings must be made within 12 months failing which any unused credit from the advance purchase will be forfeited.
Bookings made on behalf of passengers
Where a booking is made by a person other than the passenger, that person shall procure that each passenger using ARL Premier is aware of and accepts these terms and conditions (including those relating to the provision of personal and travel information).
ARL Premier Bookings may be made by third parties as an agent for the passenger, in which case the name of the passenger must be specified on the online booking system and on confirmation of a booking a binding contract is formed with the passenger on these Terms and Conditions and payment must be made prior to travel.
Where the booking is made on behalf of passenger, it is the responsibility of the person and/or agent to notify the passenger of such service being booked for them and related instructions to identify and meet the agent for the provision of the service delivery as detailed in conditions 17 and 18 above.
Cancellation and changes to a booking Cancellation of Meet and Assist Services
In this section “you” and “your” means the passenger and “us”, “our” and “we” means ARL Premier.
You have a legal right to cancel a contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 within 14 days of your booking (the “Cancellation Period”). This means that if you change your mind during the Cancellation Period, or decide for any other reason that you do not want to keep your booking for your Meet and Assist service, you can notify us of your decision to cancel the contract and receive a refund. Advice about your legal right to cancel the contract is available from your local Citizens’ Advice Bureau or Trading Standards office.
If you have booked a Meet and Assist service to commence on a date within the Cancellation Period, you are requesting that your Meet and Assist service begins during the Cancellation Period. Once the Meet and Assist service has commenced during the Cancellation Period, you may have lost your right to cancel the booking and the right to receive a refund.
If you cancel between 24 to 12 hours before the commencement of the booking, you will be required to pay a 50% charge of the booking fee. If the cancellation is made between 6 to 12 hours before the commencement of the booking you will be required to pay a charge of 75% of the booking fee. In the event a cancellation is made less than 6 hours before the commencement of the booking you will be required to pay a charge of 100% of the booking fee.

To cancel your booking, you may wish to use the following cancellation form (the “Cancellation Form”).

To ARL Services (UK) Limited, Heathrow Cube, 9 Arkwright Road, Colnbrook, Berkshire SL3 0HJ. service@arl-uk.com
I/We [] hereby give notice that I/We [] cancel my/our [] contract of sale of the following goods[]/ for the supply of the following service[*],
Ordered on []/ received on []
Name of consumer(s)

Address of consumer(s)
Signature of consumer(s) (only if form is notified on paper)
Date
* Delete as appropriate

Right to cancel

You have the right to cancel this contract within 14 days without giving any reason subject to conditions 112 and 114 above.
The cancellation period will expire after 14 days from the day of the conclusion of the contract.
To exercise the right to cancel, you must inform us ARL Services (UK) Limited, Heathrow Cube, 9 Arkwright Road, Colnbrook, Berkshire, SL3 0HJ (company number 07328455) phone: +44 (0)208 745 6011 or email at service@arl-uk.com of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model cancellation form, but it is not obligatory.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Effects of cancellation
If you cancel this contract, we will reimburse to you payments received from you subject to condition 108 below, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
If you wish to cancel booking with more than 24 hours’ notice before the scheduled flight departure or arrival time such cancellation will incur an administration charge of £10.
We will make the reimbursement without undue delay, and not later than: (a) 14 days after the day we receive back from you any goods supplied, or (b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or (c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel thiscontract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.
If you give less than 24 hours’ notice, cancellation charges as set out in conditions 101 & 113 will apply. Any refunds will be made to the original card on which payment was made.
If you fail to arrive for your pre-booked Meet and Assist service and have not cancelled the service in accordance with these terms and conditions, no refund will be provided.
Cancellation of Add-On Services
If you cancel a ARL Premier Add-on service, between 24 to 12 hours before the commencement of the booking, you will be required to pay a 50% charge of the booking fee. If the cancellation is made between 6 to 12 hours before the commencement of the booking you will be required to pay a charge of 75% of the booking fee. In the event a cancellation is made less than 6 hours before the commencement of the booking you will be required to pay a charge of 100% of the booking fee.
Any refunds will be made to the original card on which payment was made subject to condition 108 above.
If you fail to arrive for your pre-booked Bag Porter service and have not cancelled in accordance with these terms and conditions, no refund will be provided.
Changes to all Services
To make a change to your booking please call the Helpdesk on +44 (0)208 745 6011 or Mob (WhatsApp) +44 7553 347307 or by email: service@arl-uk.com.. Changes may be made to bookings without charge if the change is requested with at least 24 hours’ notice before the scheduled flight departure or arrival time.
If you wish to make a change to your booking between 24-12 hours‟ notice before the scheduled flight departure or arrival time such change will incur an administration charge of 20% (including VAT).
Less than 12 hours’ notice, no changes to the original booking can be made and passengers must rebook the service. The original booking will be forfeited at full charge.
Where your scheduled flight departure or arrival is delayed within the same date, changes can be made without charge. Once you are made aware that your flight departure or arrival will be delayed please notify Helpdesk on +44 (0)208 745 6011 or Mob (WhatsApp) +44 7553 347307 or by email: service@arl-uk.com to inform them of the delay.
In case the cancellation of your scheduled flight or flight delayed to another date then condition 125b applies. The original booking will be forfeited at full charge and passenger must rebook.
How passenger information will be used
Passenger details will be taken and stored by ARL Premier at the time of booking. The making of a booking constitutes consent for ARL Premier to use the passenger’s name, address, passport and travel details to provide ARL Premier services and to fulfil relevant security, operational and border control requirements and to pass such data to government authorities for border control and aviation security purposes.
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 ARL Premier as described in condition 121.
Exclusions
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 ARL Premier accepts no responsibility in this respect.
ARL Premier 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 ARL Premier in such circumstances, a full refund will be provided.
PLEASE READ THE FOLLOWING CONDITIONS CAREFULLY – YOUR ATTENTION IS PARTICULARLY DRAWN TO THIS CONDITION:
ARL Premier accepts no liability for losses, delays, cancellations or disruptions incurred as a result of:
1. incorrect information being supplied to ARL Premier.
2. third parties’ acts or omissions including airlines, security and border control authorities, ground handlers or third-party transport arranged by or on behalf of the passenger.
Nothing in these terms and conditions limits or excludes the liability of ARL Premier for:
1. death or personal injury caused by ARL Premier s negligence.
2. in respect of any fraud or fraudulent misrepresentation; or
3. to the extent that such limitation or exclusion is not permitted by law.
ARL Premier shall not be liable for any:
1. loss of profits;
2. loss of revenue;
3. loss of use;
4. loss of or corruption to data or information; or
5. Indirect or consequential loss.
Subject to conditions 125 and 126, ARL Premier ‘s total aggregate liability in contract, tort (including negligence), misrepresentation, restitution or otherwise in connection with the ARL Premier service shall be limited to £1000.
Complaints
Any complaints regarding the ARL Premier service should be addressed in writing to Head of ARL Premier Services at the following address: Heathrow Cube, 9 Arkwright Road, Colnbrook, Berkshire SL3 0HJ or alternatively email on feedback@arl-uk.com .
General
These terms and conditions are subject to English law and any dispute shall be subject to the non-exclusive jurisdiction of the English courts. Nothing in these Terms and Conditions affects your statutory rights.
ARL Premier reserves the right to modify these Terms and Conditions at any time. You are advised to visit https://www.premiumservicesheathrow.com regularly to check for updates.

ARL Premier Terms and Conditions

Use of the ARL Premier Services

Meet and Assist

Add-On Services

Bag Porters

Electric Buggy

Lounges

Wi-Fi Data Device

The booking process

Bookings made on behalf of passengers

Cancellation and changes to a booking Cancellation of Meet and Assist Services

Right to cancel

Effects of cancellation

Cancellation of Add-On Services

Changes to all Services

How passenger information will be used

Exclusions

PLEASE READ THE FOLLOWING CONDITIONS CAREFULLY – YOUR ATTENTION IS PARTICULARLY DRAWN TO THIS CONDITION:

Complaints

General