Terms & Conditions
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Cancellations and Flight Delays
Please notify us at least 48 hours before your scheduled service if you need to change your itinerary, travel dates, traveller names, or cancel your booking. Without advance notice, we may need to apply an amendment or cancellation fee. While we try our best to accommodate last-minute changes, these depend on our ambassador availability. If your flight experiences extreme delays, we may not be able to provide service as planned but will refund you for any affected portion of your journey.
Urgent Bookings
New booking requests and amendments (to core details) made within 48 hours prior to the service time may incur a surcharge of 50% of the service total. Services are subject to availability which cannot be guaranteed; however, we will do our best to accommodate. Confirmation will be sent when the booking is paid for.
Additional Hours (> 1 hour)
If your service goes beyond 1 hour, additional charges may apply. We're unable to provide these exact fees in advance since the final cost depends on the actual service duration, which can be affected by factors such as flight delays, or any additional requests you might make during service. We'll provide the complete fee breakdown once your service is completed.
Services
While our ambassadors may assist with lighter carry-on items at their discretion, they are not required to handle luggage. For full baggage assistance, please book a Skycap service. Note that Skycaps are not inclusive and are an additional service to the meet and greet.
Our Ambassadors will always do their best to expedite the travel process. Fast track will be provided in the fastest line available at any given touchpoint. If wheelchair assistance is required, we ask that you reach out directly to your airline carrier to confirm this service. Please note Ambassadors are not authorized to push wheelchairs.
Bermuda Customs and Immigration
Bermuda Customs and Immigration reserve the right to deny this concierge service to persons who do not meet their criteria. They require D.O.B. and nationality prior to arrival for each passenger receiving this service for vetting purposes prior to arrival. For fast-track landing, passengers must queue in the Business Visitor's line. Fast track may not always apply for landing passengers who have an unresolved issue with Immigration. Fast track landing is also dependent upon passenger volume and available Government human resources. For Customs, fast track does not apply to Bermuda Customs Screening and all passengers can be subject to search.
United States Customs and Border Protection
Currently, there is no fast track for U.S. customs and immigration unless passengers are members of Global Entry or other government-approved programs. Due to U.S. Customs and Border Patrol (CBP) regulations no third party is allowed to remain with passengers in the secured area of customs. Our ambassadors will direct you where to queue in CBP and then wait outside of the exit doors for you to clear the inspection.
Rules and Payment Policies
If your flight experiences extreme delays, we may not be able to provide service as planned but will refund you for any affected portion of your journey. Payment must be received at least 48 hours prior to the service date. If payment is not received, services will be deemed cancelled. Clients are responsible for entering their own flight information including dates of travel. If this information is incorrect and you do not receive services as a result, you are not guaranteed a refund. It is the responsibility of the client to connect with the ambassador for services at the meeting point. If you are unable to locate your ambassador, it is the passenger’s responsibility to contact concierge@skyport.bm. Should the passenger not report any issues that may have occurred, the service may not be eligible for a refund.
Passengers will receive a full refund if cancellation is made 48 hours in advance, and may receive a partial refund of 50% if canceled less than 24 hours in advance. Any refunds must be applied to the card used in the initial transaction. Where possible refunds will be applied within the same month as the delivery of services and once a refund is applied, it will take up to ten business days to reach your account. This will also depend on the type of card being used. We encrypt certain sensitive information (such as credit card information) using Secure Sockets Layer (SSL) technology to ensure that your Personally Identifiable Information is safe as it is transmitted.
Rates increase by 30% for departure services where passengers are arriving at the terminal before 8:00am and for flights arriving after 8:00pm. Bookings for services after 9pm are not guaranteed. Children ages 0-11 years travelling with an adult are free. First choice for prearranged executive car (make/model) is not guaranteed. All feedback should be sent via email to concierge@skyport.bm. For any questions or immediate assistance please email concierge@skyport.bm or call 1(441)444-4466 or 1(441)444-4414.
