Made in Elements
Fully expanded terms and conditions
(Final integrated version – B2B + B2C – legally reinforced)
1. Introduction and general framework
1.1. These General Terms establish the full legal, commercial and operational framework under which Aerovalue provides its Meet & Assist services at Adolfo Suárez Madrid-Barajas Airport. The purpose of this document is to offer Clients, Partners and Passengers a transparent understanding of how the service operates within a regulated airport environment.
1.2. These Terms apply to both B2B (business-to-business) and B2C (business-to-consumer) relationships. For business clients—such as agencies, platforms, wholesalers or travel management companies—they define contractual responsibilities. For Consumers, they ensure clarity and compliance with Spanish consumer-protection laws.
1.3. In the event that Aerovalue enters into a specific written agreement with a Client or Partner, such agreement shall prevail when explicitly inconsistent with these Terms. For all other matters, these Terms remain fully applicable and binding.
1.4. Aerovalue’s Meet & Assist service consists exclusively of airport assistance and facilitation. It is not a transportation service, immigration service, security service, PRM service or porter service beyond what is expressly stated. Aerovalue acts within airport premises and in compliance with Spanish law, AENA regulations, airline rules and governmental authorities.
1.5. These Terms aim not only to define responsibilities but also to avoid misinterpretations by providing clear, contextual explanations for each section.
2. Definitions
To ensure clarity and avoid misunderstandings:
- Aerovalue: The legal entity delivering the Meet & Assist service.
- Client: Any company or organization purchasing the service.
- Partner: A Client that resells the service to third parties.
- Passenger: The individual receiving the service.
- Service: All Meet & Assist activities performed by Aerovalue within the airport.
- Booking: A confirmed service request accepted by Aerovalue, generally after full payment.
- External Provider: Any third party not under Aerovalue’s control (e.g. PRM operators, airlines, lounges, drivers, customs officers).
- Meeting Point: The designated location where the Aerovalue agent meets the Passenger.
- Force Majeure Event: Events beyond Aerovalue’s control disrupting or preventing service.
- Consumer: An individual acting outside professional activity, per Spanish law.
These definitions help ensure that contractual responsibilities are well understood by all parties.
3. Scope of service
3.1. The Service includes:
- Meeting the Passenger at the agreed Meeting Point.
- Escorting through check-in, security and passport control.
- Assistance with baggage claim and customs as applicable.
- Coordination with airport operators when required.
- Escorting to the boarding gate, VIP lounge, arrivals hall or curbside.
3.2. The Service is delivered only within airport premises and cannot replace services legally assigned to airlines, AENA, immigration, customs, security forces or PRM providers.
3.3. Maximum service duration:
- Arrivals: 1 hour
- Departures: 1 hour 30 minutes
- Transit: 2 hours
These are operational limits based on airport flow patterns and resource planning requirements.
3.4. Extensions:
May be possible depending on availability. Extensions incur €50 + 21% VAT per hour (or fraction above 30 minutes). Aerovalue cannot guarantee availability due to scheduling constraints.
3.5. Aerovalue cannot accelerate, bypass or influence mandatory airport processes such as security screening, immigration, customs or baggage delivery.
3.6. Accompanying persons:
Delays or disruptions caused by family members, assistants, private security escorts or any accompanying persons are the sole responsibility of the Passenger or Client. Aerovalue shall not be liable for delays or complications resulting from such individuals.
3.7. Minors and eligibility to receive the service:
Aerovalue’s Meet & Assist services are intended for adult passengers aged eighteen or older, as well as for minors who are travelling accompanied by an adult responsible for them throughout the journey. Unaccompanied minors are not covered by the standard Service and require a tailored assessment due to operational, legal and safeguarding obligations. In such cases, Aerovalue will provide a customized quotation and confirm feasibility only after reviewing the specific circumstances of the request.
4. Booking and coordination
4.1. Bookings must be submitted at least 24 hours in advance. Short-notice requests depend entirely on operational feasibility.
4.2. Clients must provide accurate information, including:
- Full names of all Passengers,
- Mobile phone numbers reachable during travel,
- Flight details,
- Number and characteristics of checked bags,
- Information on minors or special circumstances.
4.3. If the Passenger cannot be reached by phone upon arrival or departure, Aerovalue may be forced to classify the case as a no-show.
4.4. Aerovalue does not verify travel documents or compliance with airline or immigration requirements.
4.5. Passenger fitness to travel:
Passengers must present themselves in a condition fit to travel and must comply with airline, health and documentation requirements. Aerovalue is not responsible for boarding denials, medical issues or travel interruptions affecting the Passenger’s ability to proceed through airport processes.
4.6. For partners:
They must ensure lawful data transmission, correct communication with passengers, and proper explanation of service conditions. Partners remain liable for errors, omissions or miscommunication on their part.
5. Reduced Mobility (PRM)
5.1. PRM assistance at Spanish airports is governed by Regulation (EC) 1107/2006 and must be requested directly by the Passenger or Client from the airline.
5.2. Aerovalue cannot request PRM services on behalf of the Passenger unless expressly authorized by the airline. It is the Passenger’s sole responsibility to submit the request on time and in accordance with airline guidelines.
5.3. Aerovalue cannot substitute PRM providers nor perform their functions. This includes operating wheelchairs, mobility equipment, PRM transport vehicles, or escorting through PRM-only lanes.
5.4. Aerovalue may assist with coordination but cannot influence PRM wait times, availability, prioritization or operational decisions.
5.5. Aerovalue accepts no liability for delays, miscoordination or deficiencies in PRM services.
6. Modifications and operational adjustments
6.1. Any change to a booking must be approved by Aerovalue.
6.2. Service modifications may be required due to airport operational constraints or instructions from:
- Security
- Border control
- Customs
- Airline personnel
- Airport operations
6.3. Aerovalue is not liable for delays resulting from:
- Security queue length,
- Secondary inspections,
- Immigration clearance delays,
- Last-minute gate or terminal changes,
- Airline procedural changes,
- External Provider errors,
- Passenger tardiness or failure to follow instructions.
6.4. Aerovalue will always act with diligence and professionalism to maintain continuity of service within operational constraints.
7. Force majeure
7.1. A Force majeure event may include:
- Strikes or labor disruptions,
- Adverse weather,
- Airport closures or evacuations,
- Police or emergency operations,
- System failures or infrastructure issues,
- Government-imposed restrictions.
7.2. Aerovalue cannot be held responsible for failures or limitations caused by such events and may adjust, delay or partially deliver the service accordingly.
8. Cancellations
8.1. Cancellation > 24 hours: full refund.
8.2. Cancellation < 24 hours: non-refundable.
8.3. Cancellations must be made in writing.
8.4. Flight rebooking will be accommodated only if staffing allows.
9. No-shows and waiting times
9.1. Waiting times:
- Departures: 20 minutes
- Arrivals: 20 minutes after flight arrival
9.2. Considered no-show:
- Passenger not present at Meeting Point,
- Passenger unreachable,
- Passenger leaving the airport prematurely,
- Driver failing to deliver the passenger on time,
- Passenger deviating from instructions.
9.3. No-show services are fully chargeable and non-refundable.
10. Luggage and porter services
10.1. Service includes handling two checked bags per passenger.
10.2. Extra or special baggage requires notification in advance and may incur extra fees.
10.3. Aerovalue may decline handling:
- Bags > 32 kg,
- Improperly packed items,
- Items breaching safety guidelines.
10.4. Aerovalue is not responsible for:
- Airline baggage delays or mishandling,
- Security confiscations,
- Valuables stored in luggage.
10.5. Custody clarification:
Aerovalue does not assume custody of passports, boarding passes, luggage, personal items or travel documents. Passengers remain fully responsible for their belongings at all times.
11. Security, access and passenger conduct
11.1. Fast Track access does not guarantee shorter processing times; security personnel retain full discretion.
11.2. Aerovalue cannot modify or influence decisions by:
- Security officers,
- Immigration authorities,
- Customs officials,
- Airline staff.
11.3. Passengers must comply with airport and airline rules.
11.4. Aerovalue may terminate service immediately without refund if the Passenger:
- Is intoxicated,
- Behaves aggressively,
- Endangers staff or passengers,
- Attempts to bypass controls.
11.5. Airport access restrictions:
AENA controls terminal access. Aerovalue cannot guarantee access for non-travelers, companions, tour leaders or personal security teams. Denial of access does not constitute service failure.
12. VIP lounge access and enhancements
12.1. Lounge access depends on lounge operator policies and space availability.
12.2. Aerovalue will try to secure prompt entry but cannot guarantee immediate access during peak times.
12.3. If lounge access cannot be provided, Aerovalue will offer alternatives or refund only the lounge fee.
12.4. Enhancements require advance booking and may depend on availability from third-party operators.
13. Commercial terms and payment
13.1. Prices are expressed in euros and exclude VAT unless expressly indicated. All prices apply exclusively to the specific services contracted and do not constitute a long-term tariff commitment unless a written agreement states otherwise.
13.2. Certain components of the Service depend on airport-regulated fees established by AENA. Because Aerovalue is legally required to apply these regulated tariffs, any variation published by AENA may affect the final cost of those specific components. These changes are external to Aerovalue and mandatory for all operators within the airport environment.
13.3. In the event of a change in AENA’s regulated fees, Aerovalue may adjust its prices strictly and exclusively for the portion of the Service affected by those regulated charges. Aerovalue will not apply price variations to any components of the Service that are delivered directly by Aerovalue or whose price is under Aerovalue’s independent commercial control. Clients benefit from full transparency, as regulated fee variations are passed through without added margin.
13.4. Aerovalue will communicate updates to regulated fees as soon as reasonably possible after AENA publishes the revised tariffs. Clients acknowledge that such regulated updates apply automatically and do not require negotiation, acceptance or contract amendment.
13.5. A Booking is considered confirmed only once full payment has been received, unless written credit terms have been expressly agreed with the Client. Aerovalue has no obligation to allocate staff, reserve operational capacity or deliver any part of the Service until full payment has been duly confirmed.
13.6. Non-payment clause:
Aerovalue may suspend, cancel or refuse to perform the Service in cases of non-payment, delayed payment, failed transactions or any payment irregularity. No refund or compensation applies in such circumstances, and Aerovalue bears no obligation to secure availability or allocate staff until the payment obligation has been fully satisfied.
13.7. Further details regarding how airport-regulated pricing operates, how AENA updates affect the Service, and how Clients are notified of such changes can be found in the Pricing Policy Addendum, which forms an integral and binding part of these Terms and is included at the end of this document.
14. Data protection (GDPR)
14.1. Aerovalue processes personal data in accordance with the GDPR and Spanish privacy laws.
14.2. Aerovalue acts as Data Controller for data required to manage and deliver the service.
14.3. Partners act as independent Data Controllers and must:
- Provide proper GDPR information to passengers,
- Ensure a lawful legal basis for data transfer,
- Keep data accurate and limited to what is necessary.
14.4. Passengers may exercise their GDPR rights through Aerovalue’s official channels, including the dedicated email address legal@aerovalue.eu
14.5. Data is kept only for legally required periods.
15. Compliance and anti-bribery
15.1. Aerovalue maintains a strict zero-tolerance policy on bribery and improper influence.
15.2. No gifts, payments or incentives may be offered to airport personnel, immigration officers, customs agents or Aerovalue staff.
15.3. Any violation results in immediate termination of service without refund.
16. Liability
16.1. B2B: Aerovalue’s maximum liability equals the amount paid for the affected service.
16.2. Aerovalue is not liable for:
- Missed flights,
- Airline operational decisions,
- Immigration or customs refusals,
- Security delays or confiscations,
- Baggage system failures,
- External Provider errors,
- Passenger non-compliance or tardiness.
16.3. B2C: Limitations apply only to the extent allowed under Spanish consumer law.
16.4. Nothing excludes liability for personal injury caused by Aerovalue’s proven negligence.
17. Governing law, jurisdiction and dispute resolution
17.1. These Terms are governed by Spanish law.
17.2. For B2B relationships, jurisdiction lies with the courts of Madrid.
17.3. Consumers benefit from mandatory jurisdiction rules in their country of residence when applicable.
17.4. Aerovalue maintains an official Consumer Complaints Book.
17.5. Consumers are informed of the EU Online Dispute Resolution platform.
18. Entire agreement, modifications and language
18.1. These Terms constitute the entire understanding between Aerovalue and the Client concerning the Service. No oral statements, emails, text messages or informal communications modify these Terms.
18.2. Any amendment must be made in writing and accepted by Aerovalue.
18.3. In case of conflict between translations, the English version prevails.
PRICING POLICY ADDENDUM
This Pricing Policy Addendum (“Addendum”) forms an integral part of the Aerovalue Meet & Assist Terms and Conditions. Its purpose is to ensure transparency, clarity and predictability in how pricing is determined when external, airport-regulated fees are adjusted. The intention of this Addendum is to protect both Aerovalue and its Clients from misunderstandings regarding cost variations that originate outside Aerovalue’s control.
1. Purpose and rationale
Airport environments operate under a regulated pricing framework established by the airport authority (AENA). These regulated fees apply uniformly to all airport service providers and may change periodically based on operational, economic and regulatory requirements.
Because Aerovalue relies on certain airport services that are priced and controlled by AENA, it must incorporate such regulated changes into its own pricing whenever AENA updates its tariffs.
This Addendum explains how these changes are handled, what part of the Service may be affected, how Clients are notified and what elements of the pricing are never modified unless explicitly agreed.
2. Nature of airport-Rrgulated charges
AENA periodically revises multiple categories of fees, including passenger charges, security fees, lounge access fees, baggage-related tariffs and other regulated airport services. These revisions are published officially by AENA and become immediately binding for all operators.
Aerovalue cannot modify, negotiate or refuse these regulated charges; it must apply them as issued by the airport authority. As a result, when AENA implements a pricing update, the corresponding portion of Aerovalue’s Service that depends on these regulated fees may also be adjusted.
3. Impact on Aerovalue’s pricing structure
It is important to clarify that price changes arising from AENA updates apply only to those components of the Service that are directly affected by regulated airport fees. These include, for example:
- VIP lounge access fees,
- Certain baggage handling elements subject to regulated tariffs,
- Airport services that Aerovalue must purchase at AENA’s published rates.
Aerovalue will never apply regulated fee changes to parts of the Service that are:
- performed solely by Aerovalue,
- priced independently by Aerovalue,
- or unrelated to airport-imposed tariffs.
This ensures that Clients are charged only the regulated cost variation and nothing beyond that.
4. Communication of tariff changes
When AENA publishes updated fees, Aerovalue will communicate the impact of such changes to Clients as soon as reasonably possible.
Because these changes originate from a regulatory authority and not from Aerovalue, they do not require negotiation, acceptance or contract amendment. They apply automatically and uniformly to all airport operators.
To avoid pricing inconsistencies, Aerovalue updates its pricing and informs Partners promptly after the publication of AENA’s tariff changes.
5. Frequency and timing of updates
AENA commonly reviews and adjusts its fees on a semi-annual or annual basis. However, the frequency, timing and scope of tariff changes are determined solely by AENA and may vary from year to year.
This Addendum clarifies that Aerovalue is obligated to implement such regulated changes as soon as they come into force, regardless of previous pricing stability or market expectations.
6. Integration with Partner Systems
Partners who use automated pricing systems, APIs or marketplace platforms are responsible for updating their systems to reflect new regulated fees once notified by Aerovalue.
Aerovalue is not responsible for:
- delays in system updates by Partners,
- inconsistencies arising from outdated Partner pricing,
- or claims resulting from incorrect amounts displayed on Partner platforms.
Partners acknowledge that regulated fees may require immediate application and system adjustments.
7. No retroactive application
Regulated fee updates apply only to services not yet delivered.
Services already performed and paid for will not be retroactively modified, ensuring fairness and stability for Clients and Passengers.
8. Relationship with the main terms and internal pricing
This Addendum complements Section 13 of the main Terms and Conditions.
In case of conflict, this Addendum prevails for matters related to regulated airport pricing.
Importantly, nothing in this Addendum permits Aerovalue to increase its own commercial fees (those fully under Aerovalue’s control) unless such changes are explicitly agreed between Aerovalue and the Client. The only automatic adjustments allowed are those strictly corresponding to external, regulated airport charges.
2. Our commitment moving forward
At Aerovalue, we believe that excellence is built through partnership, not transactions. The services outlined in this document represent only a starting point, a framework shaped by our operational expertise, our institutional access and our ability to anticipate what each journey requires. What truly defines the experience is the dialogue we build with each client and the trust that follows.
Our role is to bring clarity to complexity, to design solutions that adapt to your priorities and to operate as an extension of your team inside and outside the airport. Whether supporting individual passengers, coordinating large-scale movements or aligning with your broader service strategy, our goal is always the same: to add value in a way that feels precise, discreet and genuinely aligned with your objectives.
We look forward to exploring together how Aerovalue can become not just a provider, but a partner you can rely on to elevate every aspect of your operations at Madrid Airport and beyond.
Contact data:
eMail: legal@aerovalue.eu