General Terms and Conditions

The below terms and conditions are applicable to Airport Concierge, Airport by Invitation services, and any other services provided by DiamondAir International. These booking conditions apply equally to you and to all persons named in your booking.

Changes to terms and conditions:

DiamondAir International reserves the right to modify these Terms and Conditions at any time, without notice, at its discretion within reason.

Statutory rights: These Terms and Conditions do not affect a Customer’s statutory rights.

Law and jurisdictions: These Terms and Conditions shall be construed and governed by the laws of England and Wales.

The registered office:

Airport Concierge London Limited  (ACLL, is registered at 1st Floor Strata House, 264-270 Bath Road, Hayes, Middlesex, UB3 5JJ United Kingdom,  company number 1777777. Payment of Services: Payment will be taken at the time of booking. The person who makes or pays for the booking must be at least 18 years old and only we and the person, who makes/pays for the booking, shall have any rights to enforce any of these booking conditions. Payment will be listed as Airport Concierge London Limited on your credit / bank statement. Please check the booking details carefully and all documentation provided to you (including these booking conditions) and contact us immediately if you think any details we give you are inaccurate. All credit card payments will be subject to a 3.5% surcharge.

Special Promotions:

Any special promotion booked may have specific terms and conditions attached, in addition to these booking conditions. Please refer to the promotional literature before booking.

When your contract comes into force:

If you book with us directly on the internet at, your contract will come into existence immediately at the time your booking is completed. Your booking is completed when you see a “Payment Confirmation” page on your screen. If you book directly with us over the telephone, your contract will come into existence immediately and we will send you an email confirming your booking and containing a link to these conditions. Once you have made a booking, then any amendments to your original itinerary, (such as adding additional products), whether over the telephone, the internet or otherwise, will be subject to these booking conditions. These booking conditions will come into effect immediately once the amendment has been confirmed.

Cancellations and amendments to service:

Our service is exempted from the cancellation rights under the Customer Contracts (Information Cancellation and Additional Charges) Regulations 2013 by virtue of Regulation 28(1) (h). Once you have placed a booking with us there is no automatic right of cancellation. Cancellations and amendments to services including flight details and date of service must be emailed to Charges may apply.

Late booking request:

Services cannot be guaranteed without sufficient advanced notice. Notice requirements vary, based on destination. Late booking fees may apply.

Public holidays and out of hours:

Service restrictions may be applicable at certain destinations on public holidays and specified hours of the day outside of standard working hours. A surcharge may apply for services to be executed on public holidays. Any surcharges are to be advised the time of booking.

Security restrictions:

All Airport Representatives at all destinations must adhere to strict security protocols as advised by the airport or rail station authorities. The dynamic nature of airport operation and strict security systems at airports may intermittently result in restricted access for Airport Representatives. On rare occasions, this may result in a restricted or no service being offered by DiamondAir International at a specific destination. Such implications to service will be communicated by DiamondAir International immediately to the client. There may, however, be rare instances where notice cannot be provided in good time. Such instances will be dealt with on a case-by-case basis. An airside service may not be available at all airport destinations serviced by DiamondAir International. Any restrictions will be communicated at the time of service booking.

Customer service contact:

If a Customer is unable to find a DiamondAir International representative, they are requested to call our 24-hour customer service number on +44 (0)7767 368600 or +44 (0)208 897 9183.

Client requirements:

A telephone contact number for the client travelling, their driver (preferred), or another representative travelling with the passengers must be provided in reasonable time before the time of service for the service. DiamondAir does not take responsibility for services, which cannot be fulfilled as a result of contact information not provided.


DiamondAir International’s total liability for any loss shall not exceed the total sum charged for a booking. We will not be held liable or responsible for any direct or indirect loss or damages to a Customers’ business or that of any third party nor for any loss of profits, opportunity or data. To the maximum extent permitted by law, we accept no responsibility for any damage, loss, accident, sickness, injury or death that a Customer or anyone else may suffer or incur arising out of DiamondAir International Ltd. Nothing in these terms shall exclude or limit our liability for fraud or death or personal injury caused by our negligence or any other matter which it would be illegal for us to (or attempt to) exclude or limit. We accept no liability for the consequences of any delay or for any loss, cost or expense incurred by the Customer as a result of the actions of any third party including without limitation the Customs or Immigration Authorities at any airport. Customers accept that they alone are responsible for compliance with all governmental regulations upon entry into and exit from all Airports and for ensuring that all required documents are in order and that any conditions to which such documents are subject are complied with. Customers agree to indemnify us in respect of all claims, damages, losses, costs and expenses (including legal expenses) which are awarded against or incurred by us as the Customer’s direct result of your acts or omissions or the acts or omissions of any person covered by the Customer’s booking in the course of using the DiamondAir International Ltd. DiamondAir International Ltd employees and/or representatives are not permitted to hold infants or accept any responsibility for infants and children, including handling strollers. DiamondAir International Ltd employees and/or representatives are not trained or insured to handle any baggage (cabin or checked in). Customers should request a baggage porter at the time of booking if this is required.

Products and services provided by third parties:

DiamondAir International may provide services through a third party service provider (for example, porter or chauffeur cars) and issue a confirmation relating to any such products and services. In such circumstances, DiamondAir International will act on an agency basis. We do not guarantee that products and services provided by third parties will always conform to their exact description. DiamondAir International does not accept any liability for any products and services provided by a third party company. All third party companies contracted to provide services on behalf of DiamondAir International must comply with all DiamondAir International protocols and are subject to a stringent selection process.

Children in your party:

All infants under 12 months will not be charged. Infants between 12 and 36 months will be charged at 50%. All persons above the age of 3 years will be classified as adult.

Privacy Policy:

DiamondAir International is committed to ensuring that Customers’ privacy is protected. All information requested will only be used in accordance with this privacy statement. We may collect the following information:

– Full name

– Passport details

– Visa details

– Contact information including a telephone number and email address

– Travel details including flight, ground transport and accommodation information

What we do with the information collected:

All information collected by DiamondAir International will only be used to understand the Customer’s needs and requirements, to successfully deliver the service requested, and to provide the Customer with a continuously improved and more market- orientated service. All information will be collected and stored securely. We do not in any way sell, distribute or lease personal information to third parties unless we have permission or are required by law to do so. We may use a Customer’s personal information to send promotional information regarding DiamondAir International products and services, only if the Customer tells us that they wish this to happen. DiamondAir International Limited complies with the ‘Data Protection Act 1998’ (UK).


DiamondAir International do not tolerate bribery of any form and comply with all relevant Anti-bribery legislation, regulations and guidance.


We aim to sort out any problems, when they occur. However, should you wish to make a complaint or suggestion, regarding our services you should write to us as soon as possible (in any event not later than twenty-eight (28) days of the service taking place) and address it to: Customer Services, Airport Concierge London Limited, 1st Floor Strata House, 264-270 Bath Road, Hayes, Middlesex, UB3 5JJ or emailed to