Terms & Conditions

1. Service Provider

  • PearlElevated.com is a service provided by Menzies Aviation. For more information about Menzies Avation, please visit https://menziesaviation.com/.
  • By using PearlElevated.com or any third-party website through which PearlElevated.com services are provided, you agree to be legally bound by these terms and conditions, which shall take effect immediately.
  • PearlElevated.com continually strives to exceed your expectations and assures you of comfort and security when booking lounge or meet and assist services with us.
  • We will confirm your booking on the basis of: these terms, completion of a booking form, and full payment. Upon acceptance of your payment by Menzies Aviation, a confirmation will be issued for each booking.
  • Please ensure you have your booking confirmation and/or booking reference number with you when you travel so the service provider at the airport can verify your booking.
  • Our prices include the airport facilities/service listed on the individual lounge and meet and assist pages.

2. All Services

You acknowledge that you have, or when booking shall be deemed to have, read, understood and accepted these Conditions. Without limitation, you agree as follows:

  • to use the facilities only for the purpose stated herein;
  • no animals or pets of any kind are allowed in our facilities;
  • to comply with any specific requests relating to airport safety and security;
  • smart casual or business attire is encouraged for lounge users and we reserve the right to refuse admission to any person dressed in a way that might reasonably be deemed inappropriate;
  • to comply with all reasonable directions, instructions or orders given or issued by any employee of the airport or Menzies Aviation whether verbally or in writing; and/or
  • any other reasonable terms that may be issued verbally or in writing from time to time by airport authorities or by Menzies Aviation.

3. Meet & Assist

  1. The meet and assist service will normally begin when the agent meets you and normally end when the agent leaves you. At airports or pick-up locations, it is the customer's responsibility to locate and wait for the PearlElevated.com agent at the specified meeting point. The agent will call the customer if they cannot locate them. Failure to do so may be treated as a no show and no refund will be made.
  2. It is the customer's responsibility to advise PearlElevated.com if the flight is changed to a different flight number and/or a new carrier.
  3. It is the customer's responsibility to declare in advance any dangerous or disallowed goods that will be carried. The agent will not be held responsible for any penalty, loss, damage, cost, claim or expense resulting from any breach of this requirement.
  4. Flowers: PearlElevated.com ensures all flowers provided and ordered by the customer will be fresh and meet the standards in terms of quality.
  5. Fast track: PearlElevated.com will provide fast track service in some airports, as specified in Meet & Assist specific pages. PearlElevated.com will not be held liable if immigration officers, under any circumstance, do not permit the agent to pass through fast track counters.

4. Lounges

  1. Directions: Please make sure you have directions to your lounge. Directions are included on your booking confirmations.
  2. Airside/Landside: Airside lounges are after passport control and can only be used by customers with a valid boarding card. They are not always suitable for domestic flights. Landside lounges are before passport control and can be used by non-travel visitors or domestic passengers.
  3. Smoking: It is illegal to smoke in any airport terminal building, including airport lounges, unless they include a smoking room or smoking cabin.
  4. Luggage: For security reasons, you must take your luggage with you everywhere, even if you plan to return.
  5. Announcements: While we may display flight information or announce boarding, agents working for Menzies Aviation are not responsible for ensuring that you board your flight.
  6. Arrival times: You can arrive at the lounge up to four hours before your flight. For every additional hour, a fee will apply.
  7. Children: Some lounges restrict access for children. Where children are allowed, they must be accompanied by an adult at all times. Passengers under 18 years old must be supervised by a parent, guardian or responsible adult and must not have access to alcoholic beverages.
  8. Groups: No group of ten passengers or more (including groups made on multiple bookings) will be allowed entry unless prior authorization has been granted before booking and arrival. Without prior authorization, the lounge reserves the right to decline entry.
  9. Use of lounge shall be subject to the terms and conditions of each lounge in the country of departure.
  10. Each lounge shall use reasonable endeavours to provide facilities during advertised hours, but reserves the right to vary operating hours or close the lounge (for refurbishment, relocation, etc.), in which case an alternative lounge may be provided.
  11. Each lounge shall use reasonable endeavours to maintain a suitable environment, including keeping the lounge clean and tidy and ensuring staff availability.
  12. To ensure highest quality service, we reserve the right to refuse entry or require a passenger to leave the lounge at any time for any reason deemed appropriate, including where a passenger is under 18 and unaccompanied, intoxicated, behaving in a manner causing discomfort to others, or not wearing appropriate clothing.

5. Cancellations, Amendments and Refunds

  1. If the PearlElevated.com service is cancelled, refund availability is as follows:
    • If cancellation is made more than 48 hours before service time: 100% refund.
    • If cancellation is made between 48 and 24 hours before service time: 50% refund.
    • If cancellation is made within 24 hours of service time: no refund.
  2. Amendments can be made up to 2 hours prior to service schedule; less than 2 hours will be considered as no show.
  3. No shows or declined services for any reason will be charged at 100%.
  4. Any refund due will be paid within 30 days from the date of cancellation.
  5. When products are booked with a promotional code, no refunds can be given.
  6. In the event of disruption caused by natural phenomena including, but not limited to, volcanic activity and adverse weather conditions, normal cancellation and refund terms will apply.

6. General

  1. Menzies Aviation will use data to provide service, conduct market research including statistical analysis of subscriber behavior, and send service-related details. Customer information will not be passed on for use by third parties.
  2. Menzies Aviation will have no liability if events beyond its control prevent performance of its obligations.
  3. Menzies Aviation may amend these terms and conditions from time to time, and amended terms come into force when posted.
  4. In no circumstances will we accept responsibility for loss or damage to any property belonging to you or any other passenger.
  5. These terms are subject to the laws of the State of Kuwait and parties agree to submit to the jurisdiction of the Kuwaiti courts. PearlElevated.com may assign or transfer its obligations at any time. If any part of these terms is found invalid or unenforceable, all other provisions remain in force.

7. Problems When Using the Services

  1. If you encounter a problem with your booking, please inform the service provider immediately to give them the opportunity to rectify it. If not raised at the time, it may be difficult to pursue later. Please put any outstanding issues in writing (with receipts if appropriate) within 30 days of service date by emailing Customer.Service@fasttrack.aero.
  2. Call monitoring and recording: As part of our effort to ensure the highest service standards, we may monitor and record calls for training purposes.

8. Use of the Website

  1. You agree not to use, reproduce, republish, download, post, broadcast, transmit, make available to the public, or otherwise use PearlElevated.com content (including text, images, URLs, pricing information, etc.) in any way except for your own personal, non-commercial use.
  2. No data transmission over the internet can be guaranteed to be 100% secure. While we strive to protect your personal information, PearlElevated.com cannot ensure or warrant the security of information you transmit to us over the internet, and you do so at your own risk. Once we receive your transmission, we use best efforts to ensure its security on our systems.

For further support, please visit our Contact page.