Airport Angels Student Services shall carry out the work within standards that reflect the overall image of the Client and in line with the procedures and service requirements as set out in this agreement.

Please read the following information carefully as it sets out terms and conditions which govern the provision of services provided by Airport Angels Student Services Ltd.

Objective of the Agreement

The purpose of this Service Level Agreement is to describe the key services we provide and the quality standards we have agreed with our service users, in terms of service delivery.

This Agreement sets out:

  • The services we provide to students, schools and organisations
  • The overall standard which we aim to achieve in the provision of our services
  • A mechanism for resolving any problems relating to the delivery of the service

Future reviews and amendments to this Service Level Agreement

This agreement will be reviewed annually as part of the annual planning process and any changes will be agreed with service users. Changes made to this agreement will be signed off by all parties annually.

Objectives of the Service

To offer a secure, welcoming and safe environment for young people travelling into and departing from UK airports for education and language study programmes.

Service Availability

Our services are bookable via our online booking system. This can be accessed through our website. Registration is required using one email address. Confirmed bookings can be accessed at anytime and can be edited up to 24 hours prior to the service date. If bookings are to be submitted via email/ spreadsheet we require a minimum of 5 working days to process these.

Responsibilities – who we are and what we do

Siobhan Gardner-Laye – Company Director 07969 021006

Siobhan is responsible for the acquisition of new service users, the planning and delivery of services and oversees the operations at all gateways.

Marian Gardner – Company Director 07794 382524

Marian heads our finance department and our team at St Pancras over the summer months.

Alexander Laye – Company Director – Operations Manager 07554 990329

Alex plays integral and hands on roles leading our student operations at both Gatwick & Heathrow. He is the primary contact for student operations,   co-ordinating and execution of service and is a key member in the planning team with Siobhan.

Lindsey Tunmore – Office Manager 07508 618006

Lindsey handles all the Meet & Greet service bookings, staffing and ground transportation from our office.

  1. Description of Key Services

1.1 Arrivals

An Airport Angel will be present in the Arrivals Hall to Meet & Greet the young person or group on their arrival. We will display a Meet board with the name of the child / group and school’s / company’s name on and will be in Airport Angels uniform unless otherwise agreed by the organisation and ourselves. Students will remain in an Airport Angels’ care until they have been safely accompanied to their onward transport.

In the case of Unaccompanied Minors the child will be bought through arrivals by an airline representative and handed over to an Airport Angel, all the necessary paperwork will be completed to facilitate the transfer of the Unaccompanied Minor between the designated parties.

For those using the Airside service, the students will be met from the aircraft and accompanied through passport control, baggage reclaim & immigration. They will then be taken to their onward transport as above.

1.2 Assisted Check-In

The student or group will be met from their transport outside the terminal building. They will be escorted by an Airport Angel to the terminal and fully assisted with their check-in, bag drop and then be taken to the security gate.

Those students using the Airside service will be accompanied through the security gate to the departure lounge where the agent is on hand to occupy and assist until boarding. When it is time to board the agent will escort the student to the relevant gate and see them onto the aircraft.

Unaccompanied minors will follow the same procedure and will be cared for until they are handed over to a member of the airline staff (usually 45 minutes prior to the flight departure). All Airport Angels are fully trained in all the relevant UM paperwork and Declaration Forms. Following handover to the airline staff the Airport Angel is required by the airline to remain in the terminal until the flight is airborne.

The Declaration Form for Unaccompanied Minors to be completed at the Check-In desk by Airport Angels will require the following information:

  • age and date of birth of the child
  • languages the child speaks if they do not speak English
  • whether they have any allergies or additional needs
  • name/address and telephone number both of the person delivering the child to the airline and the name/address and telephone number of the person collecting the child at the destination; or the airline to which they are transferring, if applicable
  • A contact telephone number on which nominated parents/guardians can always be contacted both at the departing and arrival airport. This is particularly important should there be any disruption to flights
  • We will provide our contact details to the airline in case there is any disruption to the flight.

Airport Angels provide services for thousands of unaccompanied children and ensuring their safety is something we take very seriously. Airport Angels staff members are required at Check-In to sign the ‘Declaration of Parent/Guardian’therefore taking responsibility for them. Please take a moment to read the following;

  • Should the Minor not be met at the stopover point or destination by the person named in the document, Airport Angels waive all responsibility for costs to the airline to take whatever action is required to ensure the safe custody of the minor which may include returning them to the airport of original departure. By signing our SLA you agree to indemnify and reimburse ourselves and the airline for the costs and expenses incurred in taking such action as stated in this paragraph.

It is the responsibility of you to seek reimbursement from the parents.

1.3 Transportation

Airport Angels Taxi Service

Airport Angels combine their airport services with the client or organisations preferred transportation suppliers. Should organisations require us to arrange transport; we work with a professional team of drivers who work with us on a regular basis so understand the need to make every child feel welcome.  They pride themselves on offering a safe, comfortable, convenient and reliable travel service for children and young people of all ages. The vehicles they offer can be the traditional black cab or standard cars and 8 seater vehicles all of excellent quality.

All drivers are DBS checked, compliant with TFL requirements and adhere to our driver charter.

  1. What we need from Service Users

To enable us to deliver an effective service we require our service users to be aware of the following:

Creating an Account

2.1. Signing Up. To use the Services, you must first create an account via our online booking system.  You agree to provide us with accurate, complete and updated information for your organisation.  Make sure your account information is accurate, and you keep your account safe.

2.2. Please safeguard your Account and make sure unauthorised persons don’t have access to your Account or password. You must immediately notify us of any unauthorized use of your Account or password. You’re solely responsible for any activity on your Account. We’re not liable for any acts or omissions by you in connection with your Account.

Bookings & Service

2.3 Bookings through our online booking system are deemed to be final when you receive confirmation.
2.4 It is the responsibility of the individual using the online booking system or submitting bookings via email to input the correct information. Airport Angels do not accept responsibility for students missing their flights due to incorrect provision of information. Any additional costs to ensure the safety and care of the student that are incurred by Airport Angels due to incorrect information being provided will be reimbursed by you. We will make contact with you and agree the action to be taken.

A contact number for the school, passenger travelling, their driver or any other person responsible must be provided ahead of the service so that this can be forwarded to Airport Angel allocated to the student(s).

2.5 Any changes to the original booking information can be advised using the ‘edit’ option prior to 24 hours of the original service.

2.6 Any changes within 48 hours must be communicated to Airport Angels by telephone or e-mail.

2.7 Airport Angels does not accept any responsibility for delays to its service, caused as a result of circumstances beyond its control; such as, delayed or cancelled flights, traffic congestion, security alerts or Force Majeure. Any additional costs which arise from this will be charged to you.

  1. Rates

3.1 The rates attached exclude UK vat currently charged at 20% which is applicable to all services provided to UK organisations.

3.2 Rates provided cover up to 2 hours service for Landside services and up to 3 hours service for Airside services. After this time, an additional hourly fee as stated in the rates attached will be charged.

We will advise at time of booking or once the service is complete if it has been subject to any additional charges due to delays/cancellations or any other problems.

3.3 There is an additional charge for any services required after 21.00 and prior to 06.00.

3.4 Services provided at any airport during a UK Bank/Public holiday will be subject to a 50% surcharge.

3.5 Rates are subject to change. However, we will advise you well in advance of any price changes

  1. Payment

4.1 Organisations who hold an account with Airport Angels will be invoiced on a fortnightly/monthly basis and have a strict deadline of thirty days to settle this account.

Payments that are not received within the thirty day deadline will be subject to statutory interest at 8% and a temporary withdrawal of services.

We would appreciate payment being made within the timeframe so that we do not have to chase outstanding accounts.

4.2 Those using our Airport Angels Taxi services will be invoiced on a weekly basis for these.

4.3 Payment of invoices should be made via bank transfer.

  1. Cancellation and Curtailment

5.1 A Landside booking may be cancelled up to 24 hours prior to the date and time for which the service has been booked at no charge. If a booking is cancelled within 24 hours a 100% cancellation fee will apply.

Airside bookings may be cancelled up to 48 hours prior to the date and time for which the service has been booked at no charge. For bookings cancelled 48 – 24 hours a 50% cancellation fee will apply, within 24 hours 100%.
5.2 For the purpose of condition 3.1 the period for which the service is booked, shall be deemed to commence at the student arrival date and time, specified at time of booking for the service booked.

  1. Service Level and Standards

6.1 Airport Angels has a commitment to maintaining high levels of customer service at all times.

6.2 In measuring both client and passenger satisfaction and using valuable feedback the intention is to deliver an ongoing efficient and effective service.

6.3 All organisations and passengers are treated with courtesy and respect

6.4 To manage the provision of the contract as per the Agreement and to ensure a level of service that meets the expectations of the organisation, its staff and its customers Airport Angels consistently measure the service provision using valued feedback and maintaining constant contact with the Service Users.

6.5 There are Performance Indicators in place that deal with the monitoring, measuring and reviewing of service level performance. All services are capable of being measured and are focused on four main areas which are; financial, operational, developmental and customer related.

They include:

  • Reviewing Business strategy and monitoring income/costs
  • Assessing service delivery and performance requirements
  • Reviewing Policies and Procedures and Statutory Regulations
  • Auditing and appraising team performances and skills
  • Reviewing service delivery, consistency and customer satisfaction;

6.6 Any complaints will be dealt with by an experienced member of the Airport Angels team and in accordance with the Airport Angels Complaints Procedure.

  1. Liabilities and other Terms

7.1 Airport Angel’s employees and/or representatives are not trained or insured to transport any baggage (cabin or checked in). We ask that a request for a baggage porter at the time of booking is made if this is required.

7.2 Our insurances cover our legal liabilities
7.3 Claims for damage will not be considered unless reported to an Airport Angels member of staff immediately. Claims for damage will not be considered once the student has left our care and control.
7.4 Airport Angels accepts no liability for any loss or damage howsoever caused unless proved to be caused by the negligence, wilful act or default or breach of statutory duty of the employees of Airport Angels Student Services Ltd. In the event of damages being claimed the amount payable shall not exceed £100 per claim. Nothing in these terms excludes or limits Airport Angels’ liability for death or personal injury caused by the negligence of one of its employees. Airport Angels will not accept liability for damage arising from circumstances beyond its control including acts of God, acts of nature and terrorism, war, riots, flooding.
7.5 Airport Angels accepts no liability for students arriving at or departing from the UK with missing or incorrect travel documents. Students must have correct passports, airline tickets and unaccompanied minor documentation for their departure. Airport Angels take no responsibility for missed departures due to any of the above.

7.6 If any provision of these terms is found by any court to be wholly or partly illegal, invalid or unenforceable, unfair or unreasonable then it shall be deemed severable from the remaining provisions which will continue in full force and effect
7.7 These terms are governed by the laws of the United Kingdom and Wales and are subject to the exclusive jurisdiction of the English Courts.

  1. Product & Services Provided by Third Parties

5.1 Airport Angels may provide services through a third party provider (porters, taxi & chauffeurs services) and issue a confirmation relating to any such products and services, we are only acting as the agent in making those arrangements.

5.2 Airport Angels have no liability regarding any product and services we arrange for you which are provided by another company unless solely caused by our negligence.

5.3 All third party companies contracted to provide services for Airport Angels must comply with Airport Angels protocol and are subject to a rigorous selection process.

Airport Angels Student Services complies with the ‘Data Protection Act 1998’ (UK)

Further information can be accessed via our website www.airportangels.net – Privacy & Cookie Policy.

The customer promise

To provide a welcoming environment from professional, friendly, accessible and courteous staff.   To offer a flexible approach in meeting your needs by providing relevant information upon request and responding promptly to all enquiries, comments & complaints. Maintain a consistently high standard of customer service, meeting & exceeding our published service level standards.