Last updated: 15/02/2026
1. Introduction
- These terms and conditions govern your use of the website www.firstpassairport.com and any services booked through it.
- The Website is owned and operated by First Pass Airport Services Ltd, a company registered in England and Wales.
Registered office: 15 Newcombe Gardens, Hounslow, United Kingdom, TW4 5DN Company number: 16727277 - By accessing or using this Website or purchasing Services, you agree to these Terms. If you do not agree, you must not use the Website.
2. Our Services
- First Pass Airport Services provides airport concierge, meet-and-assist, and related travel support services at selected airports.
- We are an independent service provider and are not Heathrow Airport Limited or any airport authority.
- Where Services involve airport fast-track or third-party services, these are delivered by the relevant airport operator or authorised partner and may be subject to their own terms and conditions.
3. Booking & Payment
- Bookings are confirmed only once payment is received and confirmation issued.
- Customers must ensure all booking details (flight number, terminal, date, passenger details) are accurate.
- We are not responsible for service failure resulting from incorrect customer information.
- Prices include VAT where applicable unless stated otherwise.
4. Changes & Cancellations
- Changes requested by the customer may be subject to availability and administrative fees.
- Cancellation terms:
- More than 48 hours before service: full refund minus admin fee
- 24–48 hours: 50% refund
- Less than 24 hours: no refund
- If airport or airline operational changes prevent delivery, we will offer:
- reschedule, or refund of the affected service portion
5. Third-Party Services
- Certain Services rely on airports, airlines, security authorities, or ground handlers.
- We do not control these third parties and are not liable for:
- airport queue times
- security delays
- immigration decisions
- flight delays/cancellations
- Third-party services remain subject to their own conditions.
6. Customer Obligations
You agree to:
comply with airport and security regulations, hold valid travel documents, arrive at agreed meeting points on time, and follow staff instructions.
We may refuse service for safety, legal, or operational reasons.
7. Website Use
- Website content is for general information only.
- We do not guarantee uninterrupted or error-free access.
- You must not:
- misuse the Website
- upload malicious content
- attempt unauthorised access
8. Liability
- Nothing in these Terms excludes liability for death or personal injury caused by negligence or fraud.
- To the maximum extent permitted by law, First Pass Airport is not liable for:
- missed flights
- indirect or consequential losses
- travel disruption
- airport authority actions
- Our total liability for any claim relating to Services is limited to the amount paid for that Service.
9. Force Majeure
We are not liable for failure or delay caused by events beyond our control including:
- airport closures
- security incidents
- weather
- strikes
- government actions
10. Intellectual Property
All Website content, branding, and materials are owned by or licensed to First Pass Airport Services. You may not copy or reproduce without permission.
11. Privacy & Data Protection
Personal data is processed in accordance with our Privacy Policy and UK GDPR.
12. Accessibility
We aim to make our Website accessible and inclusive.
13. Governing Law
These Terms are governed by the laws of England and Wales. Courts of England and Wales have exclusive jurisdiction.
14. Contact
First Pass Airport Services Ltd 15 Newcombe Gardens, Hounslow, United Kingdom, TW4 5DN team@firstpassairport.com, +44 7388 642100