HEATHROW S VIP SERVICE

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1 HEATHROW S VIP SERVICE YOUR STEP-BY-STEP GUIDE TO REGISTERING AND BOOKING

2 Welcome to online registering of Heathrow s VIP Service the easy way. Heathrow s VIP Service is a seamless, private and personal travel service like no other offering smooth and exclusive transition through the airport. We see no reason why booking the service shouldn t be equally smooth and seamless. Please use this guide to walk you through how to register, book, update and amend Heathrow s VIP Service on behalf of your valued clients. If you d like to know more, please call our VIP Customer Service Team on +44 (0)

3 CONTENTS Registration and Account set-up 03 Account set-up 04 Account confirmation 05 Request confirmation 06 Request approval 08 to your account 10 Your account home page 11 Adding a booking 13 Adding a passenger 14 Transfer bookings 15 Payment confirmation 17 Booking confirmation 18 Booking confirmation 19 Reviewing a booking 20 Viewing a booking 22 To cancel or amend a booking 23 Adding a new passenger 25 Managing passengers 27 Passenger groups 28 Check your pre-purchased credit 29 Contact details 30 Amend contact details 31 User management 32 Add user 33 Edit user Heathrow s VIP Service Your step-by-step guide to registering 1

4 account set up In order to make a booking, you must first register and set up an account. This section outlines how to follow this process. You only need to register the first time you use the service. As the first person to register for the service, you become the super-user for your organisation. This means you can add or remove other users for the same account. Please refer to page 3-4 for details about how to do this. When you have registered, you will receive a confirmation of approval from our team. 2 Heathrow s VIP Service Your step-by-step guide to registering

To commence with registration please visit the Heathrow s VIP Service Online Booking site www.heathrowvip.com. There will be a button for registration on the navigation bar.

5 To commence with registration please visit the Heathrow s VIP Service Online Booking site There will be a button for registration on the navigation bar. Please click on this button to start the process. Set up password and memorable word Just enter and confirm your password and then enter a memorable question and answer following the rules displayed. Heathrow s VIP Service Your step-by-step guide to registering 3

account confirmation Once your account set up page has been submitted, you will receive a confirmation email.

6 account confirmation Once your account set up page has been submitted, you will receive a confirmation . You are now ready to log in and book Heathrow s VIP Service 4 Heathrow s VIP Service Your step-by-step guide to registering

7 Request confirmation After completing the online registration form on the website, you will receive a confirmation . Heathrow s VIP Service Your step-by-step guide to registering 5

Request Approval Once your registration has been approved by Heathrow s VIP Service, you will receive an email

8 Request Approval Once your registration has been approved by Heathrow s VIP Service, you will receive an with a link enabling you to set-up your account. 6 Heathrow s VIP Service Your step-by-step guide to registering

When you wish to make a booking please return to www.heathrowvip.com and select Login on the Navigation Bar.

9 When you wish to make a booking please return to and select Login on the Navigation Bar. When you have logged in, you can commence with booking and managing your account. Heathrow s VIP Service Your step-by-step guide to registering 7

to your account Step 1 Go to the log in page and enter your email address and password or click

10 to your account Step 1 Go to the log in page and enter your address and password or click on the Forgotten password? link. 8 Heathrow s VIP Service Your step-by-step guide to registering

11 to your account Step 2 Enter the requested letters from your memorable word. Heathrow s VIP Service Your step-by-step guide to registering 9

12 your account home page Once you have successfully logged in, you ll see the home page. From this screen, you can select to: change password, contact Heathrow s VIP service; review the Cookie policy; Add a booking. Or select from the following menus down the left hand side: Bookings; Passengers; Finances; Contact details; and User management. Add a booking button will take you straight to the booking process If you have any confirmed bookings for which the passenger list is not complete, you will be prompted to add the information from this page. 10 Heathrow s VIP Service Your step-by-step guide to registering

13 Adding a booking Step 1: flight details Clicking Add booking takes you to these forms to complete Press Next for step 2 Heathrow s VIP Service Your step-by-step guide to registering 11

14 Adding a booking continued Step 2: Passenger details Complete passengers details as directed. Allows you to add a new passenger 12 Heathrow s VIP Service Your step-by-step guide to registering

15 Adding a passenger Add new passengers as directed. Once details are added click here to complete Heathrow s VIP Service Your step-by-step guide to registering 13

16 Transfer bookings Where the booking is a transfer, you will be prompted to provide the onward destinations of the passengers. For an arrival or departure, you will see the following message: Please note you have skipped step 3 (transfer information) as your booking type Arrival does not require transfer information. You have also skipped step 4 (lined bookings) as you have no other confirmed bookings on the same day. OK Linked bookings This page will only be displayed if the agency has other flights that day. The flights can be linked together if, for example, the passengers are travelling on together. 14 Heathrow s VIP Service Your step-by-step guide to registering

Payment confirmation Use this final screen to confirm payment for the booking. In order to be considered for a credit account you must contact enquiries@heathrowvip.com.

17 Payment confirmation Use this final screen to confirm payment for the booking. In order to be considered for a credit account you must contact enquiries@heathrowvip.com. Embassies and agencies who have existing credit facilities will have this capability activated after registration. Clicking this saves details which you can access via Manage bookings to amend before you send to Heathrow s VIP Service Heathrow s VIP Service Your step-by-step guide to registering 15

When you have made a booking it is possible to amend or alter this up until the day prior or 12 hours before your arrival or departure time, whichever is greatest.

18 When you have made a booking it is possible to amend or alter this up until the day prior or 12 hours before your arrival or departure time, whichever is greatest. Any changes, amendments or cancellations after this time will need to be made over the phone and will be subject to standard amendment and cancellation fees. Please see the Terms and Conditions for more detail about these charges. 16 Heathrow s VIP Service Your step-by-step guide to registering

19 booking confirmation After submitting a booking you will see this screen. Heathrow s VIP Service Your step-by-step guide to registering 17

booking confirmation email Once the booking team have approved the booking, you will

20 booking confirmation Once the booking team have approved the booking, you will receive the following Heathrow s VIP Service Your step-by-step guide to registering

21 reviewing a booking Clicking on View booking to see the following screen. The list can be refined using the filtering options at the top of the page. Once the required booking is found, click the View button Heathrow s VIP Service Your step-by-step guide to registering 19

22 Viewing a booking Clicking View takes you to this screen which provides you with an overview of your booking. 20 Heathrow s VIP Service Your step-by-step guide to registering

23 Viewing a booking continued Heathrow s VIP Service Your step-by-step guide to registering 21

The Cancel button is used to cancel the booking. The Amend button takes you into the booking to amend any details.

24 to Cancel or Amend a booking Select Manage booking from the left hand menu. Please note by cancelling a booking you will be subject to the standard cancellation charges as per Terms and Conditions published on the website. The Cancel button is used to cancel the booking. The Amend button takes you into the booking to amend any details. The amended booking is then sent to the booking team for approval, if required, and the booking status will reflect this. When the booking amendment is approved (or rejected) you will be notified by Heathrow s VIP Service Your step-by-step guide to registering

25 Adding a new passenger To add a passenger, click on Add passenger in the left hand menu, under Passengers. Just complete the required fields and then press the Add button. Heathrow s VIP Service Your step-by-step guide to registering 23

26 Managing details It is your responsibility to manage your customer information. Data security is protected within the confines of your account but you need to manage who has access to this. Please check who has access to your information on a very regular basis and try and keep passenger lists up to date. 24 Heathrow s VIP Service Your step-by-step guide to registering

27 Managing passengers To manage the passengers associated with your organisation, select the Manage passenger option in the left hand navigation, under passengers. The passenger list can be filtered and once the required customer has been found, just click the Edit button. Heathrow s VIP Service Your step-by-step guide to registering 25

28 Managing passengers continued The passenger s details can then be edited. 26 Heathrow s VIP Service Your step-by-step guide to registering

29 Passenger groups Clicking on Passenger groups in the left hand menu under Passengers displays the following screen. Passengers are added to and removed from groups in the Manage passengers section. A new group can be added using the Add button. Clicking on the Edit button allows you to change the group name Heathrow s VIP Service Your step-by-step guide to registering 27

30 Check your Pre-purchased credit Selecting the finances button shows you the amount of pre-purchased credit you have. 28 Heathrow s VIP Service Your step-by-step guide to registering

31 contact details Clicking on the Contact details button in the left hand menu shows the current details for your organisation. Heathrow s VIP Service Your step-by-step guide to registering 29

32 Amend contact details Clicking on Amend contact details in the left hand menu, under contact details, enables you to amend your contact details. 30 Heathrow s VIP Service Your step-by-step guide to registering

33 User management By clicking on the User management option in the left hand menu, you can then manage your users or add a user. Heathrow s VIP Service Your step-by-step guide to registering 31

34 Add user To add a user, click Add button or the Add management user option in the left hand menu. 32 Heathrow s VIP Service Your step-by-step guide to registering

35 Edit user To edit a user, just filter the list (if necessary) and then click the Edit button next to the user s name. To remove a user filter the list (if necessary) and then click the Delete button next to the user s name. Heathrow s VIP Service Your step-by-step guide to registering 33

36 account set up Registration and Managing Account details set up Should you require any assistance with making bookings, please contact the VIP Customer Service Team. t: +44 (0) e:

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