TERMS AND CONDITIONS OF SERVICES
| a) | "CSIA" means Chhatrapati Shivaji International Airport. |
| b) | "Guest(s)" means the person(s) to whom the Service is being rendered / intended to be rendered on the day of travel. |
| c) | "GVK Guest Services" or "Service(s)" means paid meet and assist services provided by MIAL at the Airport and as specified in List of Services below or as may amended from time to time and made available on the Website. |
| d) | "Guest Service Officer" or "GSO" means Guest Service officer, designated by MIAL to provide Service to the Guest(s). |
| e) | "MIAL" means Mumbai International Airport Pvt. Ltd. |
| f) | "No Show" means the failure by Guest to reach the meeting point and identify himself/herself to GSO as per the meeting time communicated in the Service confirmation by MIAL. |
| g) |
"Customer" means a person who has completed 18 (eighteen) years of age and requesting for the Service. |
| h) | "Website" means csia.in. |
2) List of Services:
GVK Guest Services include:
2.1 Warm Welcome at departure and arrival gate
2.2 Dedicated escort from your car to aircraft gate and vice-versa
2.3 Dedicated porter for baggage assistance
2.4 Assistance with airline and airport processes
2.5 Access to exclusive GVK lounge at departures (available for Departure at International Terminal only)
2.6 Assistance in transit through CSIA
2.2 Dedicated escort from your car to aircraft gate and vice-versa
2.3 Dedicated porter for baggage assistance
2.4 Assistance with airline and airport processes
2.5 Access to exclusive GVK lounge at departures (available for Departure at International Terminal only)
2.6 Assistance in transit through CSIA
3) Request for Service and Documentation :
| 3.1 | To avail of the Service, Customer must complete the Service request form and send it to [email protected] or contact on +91 8879992399; |
| 3.2 |
All requests for Service must be sent at least 48 hours prior to the scheduled departure/arrival time of the Guest(s) flight; |
| 3.3 | Customer is responsible for providing the correct details as required by MIAL in the Service request form and any clarification thereafter. |
| 3.4 | Any and/or all request(s) as may be received and acknowledged by MIAL does not guarantee the Service by MIAL and shall be subject to written confirmation by MIAL. |
| 3.5 | MIAL at its sole discretion shall accept or decline the request for Service without assigning any reasons. |
| 3.6 | Guest shall identify himself/herself to the GSO displaying placard with her/his name at the place and time communicated by MIAL. |
| 4.1 | Service by MIAL to Guest(s) shall be subject to written confirmation of Service and satisfactory completion of Security checks, Immigration checks and Customs screening. | ||||||||||
| 4.2 | Guest(s) is solely responsible for compliance with all governmental regulations upon entry into and exit from Chhatrapati Shivaji International Airport, Mumbai and ensuring that all required documents are in order and also comply with all conditions/requirements stipulated by Government of India and other relevant authorities and agencies in relation to such travel. | ||||||||||
| 4.3 | Guest(s) will be met and assisted at the meeting point as communicated in the Service confirmation. On arrival at the meeting point, Guest(s) must identify themselves to GSO. | ||||||||||
| 4.4 | Duration of Service: | ||||||||||
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| 4.5 | If Guest(s) fails to report at the meeting point, she/he shall be deemed as a No Show and the Service will not be assured. | ||||||||||
| 4.6 | Baggage assistance will be provided to Guest(s) for upto 3 (three) check-in baggages. For the purpose of check-in baggage, the sum of the 3 (three) dimensions (length + breadth + height) must not exceed 62 (sixty two) inches or 158 (one hundred fifty eight) centimeters for each piece. In case of any additional baggage, excess charges, as may be applicable, shall be payable by Guest(s). | ||||||||||
| 4.7 | MIAL shall at its sole discretion, be entitled to cancel, alter or omit any part of the Service with or without notification to Customer/Guest(s) at its sole discretion. In such cases, MIAL's liability shall be limited to reperformance of the cancelled Service. In cases where MIAL is unable to re-perform the service, partial/full refund may be provided by MIAL to the Customer/Guest(s) at its sole discretion. | ||||||||||
| 4.8 | Incase of delays and cancellations of Service may result from factors beyond its control such as the accidents, governmental restrictions and other events of force majeure, MIAL's liability shall be limited to reperformance of the cancelled Service. In exceptional circumstances, a partial/full refund may be may be provided by MIAL to the Customer/Guest(s) at its sole discretion. | ||||||||||
| 4.9 | Significant changes to airline schedule or flight timings, due to any major event, may result in non performance of the confirmed Service by MIAL. In such cases, Service though confirmed by MIAL may not be assured and MIAL’s liability shall be limited to re-performance of the cancelled Service. In exceptional circumstances, a partial /full refund may be provided by MIAL to the Customer/Guest(s), at its sole discretion. | ||||||||||
| 4.10 | MIAL at all times shall reserve the right to withdraw the Service without assigning any reason and without further reference, in case the Customer/Guest(s) is / are in breach of any Terms & Conditions of the Service. | ||||||||||
| 4.11 | Customer/Guest shall not use the Service or its reference for any unlawful or prohibited purposes. | ||||||||||
| 4.12 | MIAL at its sole discretion may decline to provide Service in case of any misconduct or any unlawful or prohibited activity by the Customer/Guest(s). | ||||||||||
| 4.13 | For all products and services provided by third parties (for example, limousine transfers, floral deliveries, hotels reservation or mobile SIM card services etc.), the terms and conditions, cancellation and refund policies of such third party shall be applicable. MIAL shall not be liable to Customer/Guest(s) regarding any product and service provided by any third party. | ||||||||||
| 4.14 | MIAL’s liability, if any, shall not exceed the total charges paid by the Customer/Guest(s) for the Services. Under no circumstances, MIAL shall be liable for any consequential, exemplary, special, indirect, incidental or punitive damages. | ||||||||||
| 4.15 | Customer/Guest(s) agrees to indemnify MIAL in respect to all claims, damages, losses, costs, and expenses (including legal expenses) which are awarded against or incurred by MIAL as a direct result of acts or omissions by Customer/Guest(s) either during the course of booking and/or using the Service. | ||||||||||
| 4.16 | MIAL shall not be liable for the consequences of any delay or for any loss, cost or expense incurred by Customer/Guest(s) as a result of the actions of any other party including without limitation the Airline, Customs and Immigration Authorities etc. | ||||||||||
| 4.17 | In relation to the Service, MIAL accepts no liability for any items left or disclaimed by the Guest(s) during the course and after providing the Service. | ||||||||||
5.1 Customer/Guest(s) must notify in writing to MIAL in case of any cancellations. The applicable cancellation charges are as below:
Note:
| S. No. | Duration of cancellation | Applicable Cancellation Charges |
| 1 | 72 hours prior to the scheduled meeting time | 10% of the Booking Amount* |
| 2 | Between 72 hours to 48 hours prior to scheduled meeting time | 20% of the Booking Amount * |
| 3 | Between 48 hours to 24 hours prior to the scheduled meeting time | 50% of the Booking Amount* |
| 4 | Less than 24 hours | 100% of the Booking Amount |
| 1. | For the purpose of calculating Cancellation Charges, Booking Amount shall mean the total amount (Including taxes) paid by the Customer. |
| 2. | In case of remittance in currency other than Indian Rupees (INR), an additional charge of INR 1200 per transaction shall be applicable over and above the Cancellation Charges. |
| 3. | All refunds will be processed by MIAL within 15 days from the date of cancellation and receipt of bank/credit card details. |
| 5.2 No refund will be made in case of the following : | ||||||||
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| 6.1 | MIAL reserves the right to amend this Terms and Conditions without any notice. |
| 6.2 | Disputes, if any, shall be subject to Indian laws and shall be exclusively subject to the jurisdiction of the courts in Mumbai. |
| 6.3 | These Terms and Conditions shall be entire agreement and understanding between MIAL and the Customer(s)/Guest(s), as the case may be. |