Premium Airport Services
London Heathrow Airport (LHR)
Last Updated: June 2026
Heathrow VIP (“Heathrow VIP,” “we,” “us,” “our”) is a premium VIP airport services brand operated by Platinum Aviation Ltd, delivering bespoke airport and ground transportation services exclusively at London Heathrow Airport (LHR). These Policies (“Policies,” “Terms,” “Terms and Conditions”) govern all bookings, services, and engagements with Heathrow VIP, whether made directly by the client or through an authorised third party.
⚠ IMPORTANT NOTICE: By accessing our website, placing a booking, completing payment, or using our services in any capacity, you (“Client,” “you,” “your,” “passenger,” “booking party”) unconditionally accept and agree to be bound by these Policies in their entirety. These Policies constitute a legally binding agreement between you and Heathrow VIP. No signature or stamp is required for validity.
VIP airport services at London Heathrow Airport involve advance coordination with airport authorities, UK Border Force, security agencies, airline partners, and third-party service providers. Operational processes are initiated immediately upon booking confirmation. Clients are strongly advised to read all sections of these Policies carefully before making a booking.
All services provided by Heathrow VIP are delivered in strict compliance with the regulations, directives, and operational procedures of Heathrow Airport Limited, the United Kingdom Border Force, the Civil Aviation Authority (CAA), and all applicable UK airport security and aviation authorities. Any decision made by airport authorities, UK Border Force, or security personnel is final and entirely beyond the control of Heathrow VIP.
The following terms are used throughout these Policies:
Heathrow VIP coordinates and delivers premium Airport Services and Car Services exclusively at London Heathrow Airport (LHR), subject to the regulatory authority of Heathrow Airport Limited, airlines, UK Border Force, immigration and security agencies, applicable UK laws, partner availability, and real-time operational capacity. Our services include, but are not limited to:
Access to fast-track immigration lanes, security channels, lounges, tarmac areas, jet bridges, airbridges, and other restricted zones at London Heathrow Airport is controlled exclusively by Heathrow Airport Limited, airline authorities, terminal operators, UK Border Force, and/or government agencies. Such access may be modified, restricted, suspended, or revoked at any time without prior notice and is entirely outside the control of Heathrow VIP.
Heathrow VIP commits to using its best reasonable efforts to deliver all booked services as confirmed. However, Heathrow VIP does not and cannot guarantee specific processing times, queue durations, admission to any facility, or outcomes subject to third-party authority decisions.
All services are delivered in full compliance with applicable Heathrow Airport regulations, airline procedures, UK Border Force directives, security authority requirements, and UK legislation. Where regulatory requirements affect service delivery, Heathrow VIP’s obligation is to comply with such requirements, not to override them.
Some services may be coordinated and delivered through a network of vetted local partners and agents. Heathrow VIP retains operational responsibility for service quality in accordance with these Policies.
Terminal facilities at London Heathrow Airport – including but not limited to Wi-Fi, television, lounge equipment, and all other amenities – are operated solely by the terminal or lounge operator. Heathrow VIP is not responsible for the condition, performance, or availability of any terminal facility.
Bookings may only be placed through the following official channels:
Heathrow VIP does not accept or honour bookings made through any other channel.
A booking is confirmed only when Heathrow VIP issues a written Service Order, confirmation, invoice, or itinerary to the client or booking party. Verbal confirmations, informal messages, or payment alone do not constitute a confirmed booking unless accompanied by an official Service Order from Heathrow VIP.
Unless otherwise agreed in writing by Heathrow VIP:
By completing payment, the client irrevocably acknowledges and agrees to these Policies and all applicable cancellation, refund, and service terms as set out herein. No further signature, confirmation, or acknowledgment is required.
To ensure the highest quality of service and sufficient coordination time with Heathrow Airport authorities, airline partners, UK Border Force, and security agencies, the following minimum advance booking notice requirements apply to all services at London Heathrow Airport:
| Service | Minimum Advance Notice | Late Booking Surcharge |
|---|---|---|
| All Airport Services (Meet & Greet) | 72 hours | 35% of base service amount |
| Windsor Suite (VVIP Tarmac Service) | 72 hours | 35% of base service amount |
| Chauffeur / Car Services | 24 hours | 35% of base service amount |
The Windsor Suite is Heathrow VIP’s most exclusive offering – a fully private terminal suite at London Heathrow Airport that bypasses the public terminal entirely. The following special terms apply exclusively to Windsor Suite bookings and are accepted unconditionally upon booking.
The Windsor Suite service provides the following as standard:
The Windsor Suite is available for departures, arrivals, and flight connections.
For passengers connecting between flights, the Windsor Suite provides a private vehicle transfer airside from the arriving aircraft to the suite, full hospitality throughout the connection period, immigration processing where required, luggage coordination, and airline re-check-in – all managed by the Heathrow VIP team behind the scenes.
Upon receipt of a Windsor Suite booking, Heathrow VIP immediately arranges and confirms the private suite, dedicated butler, luxury vehicle, and professional driver based on the flight details and schedule provided at the time of booking. These resources are reserved exclusively for the booked service and all associated costs are committed from the moment of confirmation.
The final parking position of an aircraft at London Heathrow – whether at a remote stand (tarmac area) or at a jet bridge/airbridge connected to the terminal building – is determined exclusively by Heathrow Airport operations and the relevant airline authorities. This determination is typically confirmed approximately 15 to 20 minutes before landing and is entirely beyond the control or influence of Heathrow VIP.
⚠ CRITICAL NOTICE: As Heathrow VIP pre-confirms the suite, vehicle, driver, butler, and all associated arrangements at the time of reservation, no refund, reschedule, partial credit, or compensation of any kind will be offered in the event that the Windsor Suite tarmac vehicle transfer cannot be delivered due to the aircraft parking at a jet bridge, airbridge, or any other restricted zone. This no-refund position applies regardless of whether the change in parking position occurs at short notice or without prior warning.
By completing a Windsor Suite booking, the client expressly confirms their understanding and irrevocable acceptance that:
Cancellation and rescheduling terms for the Windsor Suite are set out in full in Section 11.
For all departure services, the confirmed meeting time is exactly 2 (two) hours before the scheduled flight departure time. Each booking covers a 2-hour service window. Any time required beyond the 2-hour service window will be charged separately at the applicable additional hourly rate and is subject to staff availability.
Our representative will meet the passenger at the earliest permitted location based on real-time Heathrow Airport and airline authority approvals at the time of service. The representative will then escort the passenger through all required arrival formalities as efficiently as possible, in full compliance with Heathrow Airport regulations and UK Border Force directives.
For Windsor Suite arrivals, the passenger is met directly at the aircraft door via a luxury tarmac vehicle (subject to aircraft parking position – see Section 6.4) and transported directly to the private suite, bypassing the public terminal entirely.
If a client arrives at the confirmed meeting point earlier than the scheduled service time, Heathrow VIP is not obligated to commence service early. If an agent is available, early assistance may be provided at Heathrow VIP’s sole discretion. Otherwise, the client must wait until the confirmed service time. No compensation will be provided for waiting time resulting from a passenger’s early arrival.
All communication relating to a booked service must be directed exclusively to Heathrow VIP through our official contact channels. Clients must not attempt to contact greeters, agents, drivers, or on-ground staff directly.
Heathrow VIP does not share greeter or agent contact details in advance. Contact details may be released at Heathrow VIP’s sole discretion as follows:
Release of contact details is subject to Heathrow VIP’s operational discretion and is not guaranteed.
Greeters and on-ground agents primarily use radio communication during active operations at Heathrow Airport and are frequently unavailable to receive direct telephone calls. Clients must always contact Heathrow VIP directly rather than attempting to reach on-ground staff.
Any client, passenger, or booking party who attempts to contact a greeter, agent, or on-ground staff member directly – bypassing Heathrow VIP’s official communication channels – will be considered in violation of these Policies. In such cases, Heathrow VIP reserves the right to immediately cancel the service without refund and with full charges applied.
All services are scheduled strictly according to the original confirmed flight arrival or departure time and the agreed meeting time as set out in the Service Order.
A No-Show is declared in the following circumstances:
Upon declaration of a No-Show:
Heathrow VIP is not responsible for delays caused by airlines, flight schedule changes, air traffic control decisions, or any other airline or authority-related circumstance. No exceptions to the No-Show or waiting time policy will be made on the basis of airline-related delays. It is the client’s responsibility to monitor flight status and notify Heathrow VIP promptly of any confirmed changes.
Heathrow VIP will endeavour to accommodate amendments to confirmed bookings, including changes to passenger names, passenger counts, flight details, terminal, and scheduled times, subject to:
All amendments must be submitted through official Heathrow VIP contact channels. Changes are not guaranteed and will be confirmed in writing only if accommodated.
Airline schedule changes, gate changes, terminal reassignments, aircraft swaps, airspace restrictions, security alerts, or directives from airport or government authorities may affect service delivery. Heathrow VIP is not responsible for such changes but will use reasonable efforts to assist within the limits set by these Policies.
If a passenger changes their flight or updates its timing after booking confirmation, this directly affects the scheduled service. All such changes are subject to availability and cannot be guaranteed. The specific consequences are detailed in Section 11.4.
⚠ IMPORTANT: VIP airport services at London Heathrow Airport require advance coordination, security clearances, staffing commitments, suite reservations, and resource allocations. Operational processes are initiated immediately upon booking confirmation. Last-minute cancellations are therefore non-refundable as set out below.
| Cancellation Timing | Refund Eligibility |
|---|---|
| More than 72 hours before scheduled service | Refund of base service amount less 25% cancellation fee with 5% CC (Credit Card Fee) |
| Within 72 hours of scheduled service | Non-refundable. Full service fee charged. |
| Cancellation Timing | Refund Eligibility |
|---|---|
| More than 72 hours before scheduled service | Refund of base service amount less 25% cancellation fee with 5% CC (Credit Card Fee) |
| Within 72 hours of scheduled service | Non-refundable. Full service fee charged. |
| Cancellation Timing | Refund Eligibility |
|---|---|
| More than 24 hours before scheduled service | Refund of base service amount less 25% cancellation fee with 5% CC (Credit Card Fee) |
| Within 24 hours of scheduled service | Non-refundable. Full service fee charged. |
Car Service – No-Show: If the passenger does not meet the driver or cannot be contacted within 1 (one) hour from the flight’s scheduled arrival time, the service will be treated as a No-Show. No refund will be issued and the full service fee will apply. This includes all situations where the driver is present on location and makes reasonable attempts to contact the passenger without success.
If a passenger changes their flight or updates its scheduled time, the following terms apply:
For Meet & Greet Services:
| Updated Flight Timing | Treatment |
|---|---|
| Within 48 hours of originally scheduled service | Booking considered cancelled. Non-refundable. |
| More than 48 hours before originally scheduled service | Heathrow VIP will attempt to accommodate the new timing. If unavailable, treated as cancellation with 25% cancellation fee with 5% CC (Credit Card Fee). |
For Windsor Suite (Tarmac) Services:
| Updated Flight Timing | Treatment |
|---|---|
| Within 72 hours of originally scheduled service | Booking considered cancelled. Non-refundable. |
| More than 72 hours before originally scheduled service | Heathrow VIP will attempt to accommodate the new timing. If unavailable, treated as cancellation with 25% cancellation fee with 5% CC (Credit Card Fee). |
If a passenger’s flight is delayed or cancelled and, as a result, the passenger is unable to utilise the booked service, this event will be treated as a No-Show. The service will be non-refundable and the full service fee will be charged.
Please Note: Access to fast-track immigration and security channels is subject to change at any time based on the decisions of Heathrow Airport Limited and UK security agencies. Heathrow VIP’s team is committed to minimising waiting times and facilitating the most expedited experience possible wherever operationally permissible.
As set out in full in Section 6.5, no refund, reschedule, partial credit, or compensation of any kind will be issued if the tarmac vehicle transfer element of the Windsor Suite cannot be provided due to the aircraft parking at a jet bridge, airbridge, or any other restricted zone.
⚠ IMPORTANT NOTICE ON REFUND CALCULATIONS: All refund calculations are based exclusively on the base service amount actually received by Heathrow VIP. The following are strictly non-refundable and will not be included in any refund calculation under any circumstances:
Where a refund is determined to be eligible under these Policies:
In exceptional circumstances where Heathrow VIP is required to cancel a confirmed booking within 12 hours of the scheduled service time due to operational or unforeseen circumstances on Heathrow VIP’s part, the following applies:
Please Note: This provision applies exclusively to cancellations initiated directly by Heathrow VIP due to operational circumstances on its part. Cancellations requested by the client, third-party booking agents, or arising from passenger No-Shows, flight changes, flight delays, travel document issues, or any other client-side circumstance remain fully subject to the standard cancellation terms set out in this Section 11.
Clients requesting service within the applicable advance booking notice period (as set out in Section 5) may submit a last-minute booking request exclusively through the official Heathrow VIP helpline.
The following conditions apply to all last-minute bookings:
A duplicate booking is defined as any instance where a client, passenger, or third party acting on their behalf makes more than one booking for the same passenger for identical or substantially similar services at London Heathrow Airport on the same date and time.
Where a duplicate booking is identified within 72 (seventy-two) hours of the scheduled service or departure time, no refund, cancellation credit, or compensation of any kind will be provided for any of the duplicate bookings. This position is firm and non-negotiable, as the services will have been confirmed, resources secured, and associated operational costs incurred.
For duplicate bookings identified and cancelled outside the 72-hour window, a minimum deduction of 25% of the total booking amount with 5% CC (Credit Card Fee) will apply as an administrative and processing fee. Under no circumstances will a full (100%) refund be issued for a duplicate booking cancellation.
The client acknowledges and agrees that it is their sole responsibility to ensure the accuracy and uniqueness of each booking at the time of confirmation. Heathrow VIP will not be held liable for any losses, damages, or claims arising from duplicate bookings made by the client or any third party acting on their behalf.
If a booking is made on behalf of a passenger by a travel agent, tour operator, company representative, personal assistant, family member, friend, or any other third party, the booking and all terms and conditions contained in these Policies are fully binding on the passenger and all relevant parties.
The person making the booking is solely responsible for providing complete, accurate, and up-to-date information, including passenger names, contact details, flight information, terminal, travel details, and any special requirements. Heathrow VIP relies exclusively on the information provided at the time of booking and will not be held responsible for any failure, error, or degradation of service resulting from incorrect, incomplete, or missing information provided by a third-party booker.
If a passenger’s credit card or payment method is used to fund a booking made by a third party, the passenger expressly confirms that the third party is fully authorised to act on their behalf with respect to that booking and all associated financial obligations.
Where any issue arises in connection with the booking process – including incorrect information, missed communications, booking errors, or other matters attributable to the third-party booker – the passenger must resolve such issues directly with the travel agent or person who made the booking. Heathrow VIP is not responsible for errors, omissions, miscommunications, or other acts or omissions of travel agents or third-party bookers.
By using Heathrow VIP’s services, passengers and cardholders unconditionally agree not to file chargebacks, payment disputes, or bank reversals against Heathrow VIP for any issues resulting from the actions, errors, or omissions of a travel agent or third-party booker. All such disputes must be resolved directly with the booking party.
All cancellation, refund, and No-Show policies contained in these Policies apply equally to third-party bookings without exception:
Fast-track immigration and security access at London Heathrow Airport is subject to the rules, real-time availability, and decisions of Heathrow Airport Limited and the applicable terminal operator. The following rules apply without exception.
Fast-track is available for Business Class passengers only. Fast-track is not available for Economy or Premium Economy class passengers regardless of booking type or airline.
Fast-track availability by terminal:
The airline and terminal listings above are subject to change by Heathrow Airport Limited or the relevant airline at any time and without prior notice. Heathrow VIP does not guarantee fast-track access and accepts no liability for changes to fast-track availability, lane access, or processing times. The decision to grant or deny fast-track access rests solely with Heathrow Airport authorities and security agencies.
Wheelchair assistance at London Heathrow Airport is provided exclusively by the operating airline or by Heathrow Airport Limited’s own accessibility services. Heathrow VIP does not supply, own, or operate wheelchairs and cannot provide wheelchair assistance independently.
Any passenger requiring wheelchair assistance must:
Passengers who require wheelchair assistance must book an additional greeter agent to accompany and coordinate the wheelchair service. Wheelchair facilitation by Heathrow VIP cannot be confirmed or guaranteed without the booking of an additional accompanying agent.
The sole responsibility for ensuring wheelchair assistance is properly arranged with the airline prior to travel rests entirely with the passenger or booking party. Heathrow VIP accepts no liability for any failure, inconvenience, or additional costs arising from the failure to pre-arrange wheelchair assistance with the airline.
By placing a booking with Heathrow VIP, the client and/or booking party accepts full responsibility for the following:
Heathrow VIP staff, greeters, agents, and drivers are professionals committed to delivering a premium and respectful service experience. The following conduct standards apply to all clients and passengers:
Access to private lounges at London Heathrow Airport offered as part of an Airport Service package is subject to:
Lounge admission is not guaranteed by Heathrow VIP and is at all times subject to the final authority of the lounge or facility operator.
Heathrow VIP may deliver certain services through a network of vetted and approved local partners and agents. By placing a booking, the client consents to Heathrow VIP sharing necessary passenger details and booking information with such partners solely for the purpose of delivering the booked service.
Heathrow VIP is not liable for the independent acts, omissions, errors, or service failures of third-party lounge operators, airline partners, UK Border Force, immigration or security agencies, or other entities whose services are accessed or facilitated as part of a booking.
Heathrow VIP shall not be liable for any loss, damage, delay, failure, or additional cost arising from or attributable to:
Heathrow VIP’s total aggregate liability to a client in respect of any claim arising from or in connection with any booking or service shall not exceed the total amount paid by the client for that specific booking.
Under no circumstances shall Heathrow VIP be liable for any indirect, special, incidental, or consequential loss or damage of any nature, including but not limited to missed flights, missed connections, hotel costs, business losses, loss of earnings, or any other downstream cost or loss howsoever arising.
Heathrow VIP is committed to delivering an exceptional, premium service experience at every touchpoint. We welcome all feedback and take service quality matters seriously.
All service quality complaints or concerns must be submitted to Heathrow VIP within 7 (seven) calendar days of the service date, including:
Complaints submitted after the 7-day window may not be eligible for consideration.
Refunds will not be issued in the following circumstances:
Heathrow VIP collects and processes personal data provided at the time of booking – including passenger names, contact information, travel details, terminal information, and payment information – for the exclusive purpose of delivering the booked service and fulfilling contractual obligations, in compliance with applicable UK data protection legislation including the UK General Data Protection Regulation (UK GDPR).
Necessary booking and passenger information may be shared with vetted operational partners, local agents, Heathrow Airport Limited, UK Border Force, and relevant airline partners solely to the extent required to deliver the confirmed service. Heathrow VIP does not sell personal data to third parties.
Payment information is processed through secure, third-party payment processors. Heathrow VIP does not store full credit card or payment details.
These Policies constitute a binding legal agreement between the client (and/or booking party) and Heathrow VIP / Platinum Aviation Ltd. By completing payment for any service, the client confirms their unconditional acceptance of all terms, conditions, policies, fees, and obligations contained herein.
No physical signature, stamp, or additional acknowledgment is required for these Policies to be fully valid and enforceable. All orders and invoices issued by Heathrow VIP are considered valid and binding without a signature or stamp.
Heathrow VIP reserves the right to amend, update, or revise these Policies at any time. The version of the Policies in effect at the time of booking confirmation shall govern the relevant booking.
All bookings and services are governed by these Policies. Where multiple provisions could apply to the same situation, the provision offering the strongest protection to Heathrow VIP shall prevail.
Heathrow VIP’s client support team is available 24 hours a day, 7 days a week.
| Channel | Details |
|---|---|
| contact@platinum-aviation.com | |
| +44 744 190 6762 | |
| Phone | +44 7441 906762 |
| Website | heathrow-vip.com |
| Airport | London Heathrow Airport (LHR), United Kingdom |
For last-minute bookings, urgent operational matters, and time-sensitive amendments, clients are strongly advised to contact Heathrow VIP by phone or WhatsApp through the numbers listed above.
Last Updated: June 2026 | Heathrow-VIP | Platinum Aviation Ltd | All Rights Reserved These Policies are proprietary to Heathrow VIP / Platinum Aviation Ltd and may not be reproduced, distributed, or published without express written authorisation.