UNITED SIGNATURE SERVICE TERMS AND CONDITIONS
Change to itinerary, travel date(s), traveller’s name(s) and cancellation, should be made known at least 24 hours prior to service date requested, otherwise an amendment/cancellation surcharge, where applicable may apply.
New booking requests and amendments (to core details) made within 24 hours prior to the service time may incur a surcharge. 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 confirmed.
Additional Hours (> 3 hours)
Should the service exceed the duration of 3 hours; additional labour charges may apply and will vary depending on service location. Please note: United Signature Service is unable to advise charge fees in advance. These charges will be available once the service has been completed; as we cannot determine the potential duration of service in advance, for example mechanical issues, flight delays, last minute additional requests etc.
Greeters are unable to and will not carry any pieces of luggage including hand luggage. Should you require baggage assistance a baggage porter can be booked. Note that porters are not inclusive and are an additional service to the meet and greet.
Fasttrack will be provided where possible, however our greeters will do their best to expedite the process. Please check with the United Signature Service customer service team if this is available in the requested location.
If wheelchair assistance is required, we ask that you reach out directly to your airline carrier to confirm this service. Please note greeters are not authorized to push wheelchairs.
If you are a travel industry professional, please enquire with our customer service team to register should you be eligible for commission. Please note that commission is paid monthly at the end of each month for the previous month of completed bookings. Commission only applies to the base meet and greet. Cancelled services, Airport By Invitation and any additional services e.g. lounge, car transfers, baggage porter etc. are not commissionable.
United Signature Service
The United Signature Service in the USA includes: United Club lounge access, premier check in, premier access through security and group boarding two. International services include an expedited Meet and Assist service. Should you require any other services, kindly check the Global Airport Concierge page for a list of all available locations and services.
Services in USA
Due to US Customs and Border Patrol (CBP) regulations our international arrival service begins after the passenger(s) have cleared US customs. CBP states that no third party is allowed in the secured area of customs, therefore we are not able to meet passengers directly at the arrival gate of an international flight (exceptions: IAH, DFW and BWI). The meeting point for international arrivals into the US will be the arrivals hall outside of customs/immigration.
Currently, there is no fast-track for customs and immigration in the US unless passengers are members of Global Entry or other government approved programs. The only exception is our Airport by Invitation service at Los Angeles International Airport (LAX). This is a premium service from the gate with a tarmac transfer to a private customs terminal for processing. For more information about our Airport by Invitation service at LAX, please contact our team.
If a connection service exceeds 5 hours or involves 2 separate flight tickets/airlines OR baggage needs to be re-checked, this would be treated as an arrival + departure service as the passenger needs to perform all arrival formalities (including baggage claim) and then check-in for their departing flight while proceeding with security/passport control.
Rules and Payment Policies
It is the responsibility of the client to connect with the greeter or driver for services beginning at airports, stations or ports. This is to ensure that the passengers receiving the service connect with the greeter at the meeting point.
If you are unable to locate your greeter or driver, it is the passenger’s responsibility to contact our 24/7 customer service team at +1-866-662-4952 or +44-8000-124-007 for immediate assistance. Should the passenger not contact the United Signature Service customer service team to inform them of any issues that may have occurred this service will not be eligible for a refund. Any refunds issued will take up to ten days to reach your account.
For bookings not processed via the website a 3.5% processing fee will be applied. Please note that this fee applies to all charges and is non-refundable.
United Signature Service is not responsible for any issues caused by flight delays/weather issues. Consequently, if this affects your travels please advise the United Signature Service customer service team.
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