Flight Delay Protection Scheme
Under our normal Terms and Conditions we allow for a three** hour delay (**two hours in Japan) in the “actual” arrival or departure time of your flight compared to its “scheduled” arrival (STA) or departure (STD) time. This means that if your flight is delayed less than three** hours we will adapt and extend our normal service period so as to give you the booked meet and assist help you requested.
If the flight is delayed more than three** hours then our obligation to provide the booked Service is voided by the delay and your service will be cancelled or curtailed without any refund, discount or credit for a new or replacement booking. You will not be met and assisted on your delayed flight.
Although delays happens rarely, you can protect against the cancellation of your Service in that situation by choosing our optional Delay Protection Scheme add-on. Doing so, will mean that your Service will not be cancelled or voided if your flight is more than 3 hours delayed.
Details of the add-on scheme are below
Scheme
The Delay Protection Scheme (“DEPS”) protects you where your flight is delayed, retimed or cancelled by the airline. It covers the cost of extending or changing the time and time period that we allow for your meet and assist service, or for providing a new and substantially similar arrival, departure, or connection service without any additional charge payable by you at the relevant new flight time providing that the new arrival or departure flight time is either on the same date, or within 12 hours of the original scheduled arrival (STA) or departure (STD) flight time.
The Delay Protection Scheme does not cover a cancellation or flight change made by you (a) due to a change of your plans, wishes or circumstances, or (b) due to you not travelling on the booked incoming or outgoing flight, or (c) due to you not reaching the airport, check in or transit desks in time to be checked in, or (d) due to you not being permitted to board a flight; or (e) due to you not approaching or calling our greeter and claiming the service.
Cost
The cost of purchasing the DEPS add-on for your Service will be advised during booking. The DEPS add-on must be ordered and purchased at the time the Service booking is made. Once paid for the DEPS add-on is not itself refundable, but if you cancel your whole Service order then the cost of the DEPS add-on that you paid will also be included as part of the refund that is due and made to you.
DEPS is an optional add-on, but we do highly recommend you add it for meet and assist services.
Examples
Here are some common situations which are covered by DEPS
| An arriving or departing flight is delayed more than 3 hours | Covered, providing the new STA/STD is on the same date or within 12 hours of the original flight time.
We will give a new or extended service |
| An arriving or departing flight is cancelled/re-routed by the airline | |
| A departure flight which is part of a connection is missed because the arriving flight is late or cancelled |
Here are some common situations which are not covered by DEPS
| A passenger is not on the expected arriving flight because an earlier connection feeding onto it was missed (for any reason) | This situation is not covered by the DEPS add-on.
An entirely new service will need to be booked and paid for.
|
| A passenger makes a Major Change to a booked flight, resulting in a re-timed Service Start Time or an extended service period | |
| A passenger is unwell or decides not to travel on the booked flight | |
| A passenger is late, or does not claim our Meet and Assist Service, or is denied boarding | |
| The new flight time of the delayed flight is on the next day, or is more than 12 hours from the original STA or STD. |
Other Scheme Details
“Service” or “Booking” means the arrival, departure or connection meet and assist service arranged for the airport, flight and date in the order. “You” means the passenger(s) and or their bookers. “STA” or “STD” means the Scheduled Time of Arrival or Scheduled Time of Departure of the flight(s), where “Scheduled” means the time given by you to us during booking, or – if it changes – the time that is advised by you not less than 48 hours before the original Service Start Time. DEPS applies only to Meet & Assist services: it does not cover cost of providing new or amended ground transportation or lounge services. Any disagreement in relation to the the DEPS scheme will be resolved by a Director of our Company and you, or if that is not possible, then it may be referred by you to arbitration in Singapore within 3 months of the event to which it relates.
ENDS