General Terms and Conditions and Cancellation Policy for the Service Webshop of Fraport AG 1. Premium Home-to-Gate Service from Fraport AG 1.1 Home-to-Gate Service Fraport AG offers air travelers departing from Frankfurt Airport a Home-to-Gate Service based on the descriptions and prices below. The service involves transporting customers to the airport and performing check-in for them and their luggage without the customers being present. It also involves escorting the customers through a separate security checkpoint, providing assistance for the passport check, and driving the customers across the apron to their departure gate in the terminal. 1.2 Scope of the Home-to-Gate Service The Home-to-Gate Service can be booked for up to four persons traveling on the same flight. In connection with that flight, it comprises the following service components: 1.2.1 The customers indicated when booking online are picked up by a limousine at the address given in the order and driven straight to Frankfurt Airport. Pickup takes place at the address requested by the customer at the time indicated in the order confirmation. The address must be located in one of the postal districts for which the Home-to- Gate Service is offered and must be accessible by motor vehicle via a public road. A list of the postal districts for which pickup is available can be viewed on the Internet at www.frankfurtairport.de or www.frankfurt-airport.com. Depending on the number of travelers and bags, they are picked up by a vehicle of one of the following types: Mercedes S-Class Mercedes Viano (family van) VW Phaeton BMW 7 Series 1.2.2 Each person may take up to two pieces of checked luggage plus carry-on items. Bulky luggage is only permitted up to these dimensions: 0.85 m long x 0.65 m wide x 0.45 m deep. The customer must report bulky luggage directly to the airline in advance.
1.2.3 After arrival at the airport, the customers bags are unloaded and moved by the Home-to-Gate Service employee, who also collects the documents required to perform check-in for the customers and their bags, walks with them to a café in the terminal, and gives each of them a voucher for a non-alcoholic beverage. 1.2.4 The Home-to-Gate Service employee takes care of check-in at the airline s counter. The customers then get their travel documents back along with their boarding passes. They are escorted through a separate security checkpoint, and if necessary the general passport check, then driven in a limousine to their flight s departure gate in the same terminal. The customers are responsible for boarding by themselves. 1.2.5 On request, customers are assisted in carrying out the steps required at Frankfurt Airport to obtain value-added tax refunds for items carried in their personal bags. In cases like this, the airline needs proof that the customs office has given permission for the items in the luggage to be exported. A tag is attached to each bag, which is presented to customs in the customer s presence. Once the customer has received the required customs stamp, the luggage is routed to the aircraft. Customers have the option of hiring a service company to submit the export documents stamped by customs, obtain the refund, and then pay the tax refund, minus a fee, to the customer in cash, by check, or by crediting the customer s credit card. If they elect to do so, they are escorted to a service company operating in the terminal from which the flight is departing and assisted there. Merchandise carried on board by hand must be reported to the customs office that is located after the passport check. There the customer receives a customs stamp and can then claim the value-added tax from the chosen local service company, minus a service fee. 1.2.6 Minors may only use the Home-to-Gate Service if they are accompanied by an adult. Child seats are available at no extra charge, but they must be requested when booking the service. 1.2.7 According to EC Regulation 1107/2006, passengers with reduced mobility are entitled to special assistance at no extra charge, which must be booked via the airline or tour operator. If wished, a person with reduced mobility can also receive that service in connection with the Home-to-Gate Service, with the scope agreed for such a service and against payment of the agreed fee, provided that they do not require any medical care, are not bed-ridden, and can use stairs without assistance, and that the fact of their reduced mobility was stated when booking the service. Since the limousines used are not equipped to carry wheelchairs, it is not possible to pick up persons requiring a wheelchair within the scope of the Home-to-Gate Service. 1.3 s for the Home-to-Gate Service The price of the Home-to-Gate Service depends on the distance to Frankfurt Airport from the pickup location chosen by the customer as shown in the following table. Distance of postal district (as assigned by Fraport) (incl. VAT) Up to 20 km 229.00 Up to 40 km 249.00 Up to 80 km 299.00
The total price is calculated after a postal code has been entered in the online booking form. 1.4 Contractual Agreement and Provision of the Home-to-Gate Services 1.4.1 By placing an order in the Webshop at least 48 hours prior to pickup, the customer contracts Fraport AG to provide the Home-to-Gate Service at the indicated pickup place and time. 1.4.2 The Home-to-Gate Service can be booked online via the Webshop at the Internet address www.serviceshop.flughafen-frankfurt.de or www.serviceshop.frankfurt-airport.com. 1.4.3 All information requested in the application form must be provided. After successfully submitting the order, the customer receives automatic confirmation of its receipt by e-mail. Fraport AG then checks within 24 hours of receiving the order whether the resources required to provide the ordered service are available. A contract for providing the service arises upon receipt of the electronic order confirmation which Fraport AG sends in a separate e-mail to the address that the customer has provided in the Webshop. 2 My Airport Guide Escort Service of FraSec Fraport Security Services GmbH 2.1 My Airport Guide at Frankfurt Airport Fraport Security Services GmbH, a subsidiary of Fraport AG, offers the My Airport Guide escort service described below at Frankfurt Airport. The service consists of a Welcome Service that assists customers in getting from an agreed meeting place to the check-in counter, including luggage handling and checking, and a Guide Service in which an expert guide accompanies customers through Frankfurt Airport from the same or another agreed meeting place to the pier. Frankfurt Airport comprises Terminals 1 and 2. The terminals are subdivided into five concourses A, B, C, D, and E, to which piers A, B, C, D, E, and Z correspond. 2.2 Escort Service The escort service consists of the following two individually bookable services: Welcome Service Guide Service Each escorted person may take a maximum of two pieces of luggage in addition to carry-on items. Bulky luggage cannot be handled by the Welcome Service. If the customer requires help for transporting additional pieces of luggage or bulky luggage, we will be happy to make a separate offer for this on request. The escort service is normally provided in German or English. Each service can also be booked with the extra item guide speaking another language. When another language is booked, the service is provided by an escort able to communicate in that language. Only one of the listed languages can be chosen each time the escort service is booked. If the customer wishes a language that is not in the list, we will be happy to make a separate offer for it on request. The languages available for the escort service without having to make a special request are the following:
Available languages: Amharic Arabic Croatian Danish French Georgian Hindi Italian Japanese Mandarin Nepalese Norwegian Portuguese Russian Serbian Spanish Swedish Tigrinya Ukrainian Urdu 2.2.1 Welcome Service The Welcome Service is available to passengers departing and arriving at Frankfurt Airport. Departing customers are picked up at an agreed time from the taxi stand outside Terminal 1 or 2 (departures level) or at the regional train station in Terminal 1 and escorted on foot straight to the check-in counter for the flight they have booked. This service includes taking two pieces of luggage per passenger from the agreed meeting place to the booked airline s check-in counter or bag drop in the customer s presence. Arriving customers are picked up at the baggage claim to which the baggage for their flight is directed and escorted on foot to the destination. Their luggage is also taken from the baggage claim to the agreed destination in the customer s presence. The destination for customers who are transferring to a connecting flight at Frankfurt Airport is the bag drop of the airline with which the connecting flight has been booked. If the customers need to check in again for it, they are accompanied to the check-in counter and helped to complete the procedure. Customers without a connecting flight can chose as their destination either the drive-by of Terminal 1 or 2 (departures or arrivals level) or the regional train station in Terminal 1. Please note that it is only possible to purchase an escort service with luggage handling to or from the long-distance train station within the scope of the Guide Service. 2.2.2 Guide Service The Guide Service consists of the Welcome Service plus escorting of departing customers through the security and passport checks straight to the departure gate for their flight. The Guide Service lets customers choose as their starting point or destination the taxi stand on the departures level of Terminal 1 or 2, the regional train station, or the long-distance train station. 2.3 s for the My Airport Guide Services The prices for services requested by customers are listed below for different escort service types and numbers of escorted persons. If a customer wishes for more than three persons to be escorted, we will be happy to make a special offer on request.
Guide Service No. of persons Welcome Service No. of persons 1 or 2 60 1 or 2 30 3 90 3 On request Extra item Guide speaking another language 20 No. of bags 2 luggage items weighing up to 30 kg each and no larger than 80 x 50 x 30 cm Each additional luggage item and bulky luggage Included On request 2.4 Contractual Agreement and Provision of the Guide Services 2.4.1 The Guide Service can be booked online via the Webshop at the Internet address www.serviceshop.flughafen-frankfurt.de or www.serviceshop.frankfurt-airport.com. The application form must be completed entirely. After successfully submitting the order, the customer receives automatic confirmation of its receipt by e-mail. FraSec then checks within 24 hours of receiving the order whether the resources required to provide the ordered service are available. A contract for providing the service arises upon receipt of the electronic order confirmation that FraSec sends in a separate e-mail to the address that the customer has provided in the Webshop. Customers should let the responsible service employee know they are at the agreed meeting place no later than 15 minutes after the agreed time. They can identify the responsible service employee by a specially designed pickup sign bearing their name. As far as is technically and organizationally possible, FraSec will also strive to provide the service when customers are late. 2.4.2 Departing customers should choose the meeting time so that it is at least 120 minutes before their flight s scheduled departure time. If they fail to do this and allow less time, they bear the consequences of not getting to the gate on time to catch the flight. 2.4.3 Unless another time is agreed, arriving customers will be picked up in the pier at their flight s scheduled arrival time, from the apron bus next to the terminal at the time that it is scheduled to arrive there, or from the baggage claim 30 minutes after the flight s scheduled arrival time. If the flight arrives more than 30 minutes later than scheduled, FraSac is freed from having to provide the contracted service. Nevertheless, as far as is technically and organizationally possible FraSec will also strive to provide the service when customers are late.
3 Payment for Services Services are paid for in advance in the Service Website by credit card, direct debit, or advance payment by wire transfer. In all cases, payment becomes due as soon as we have sent confirmation of the booking. Cash payments are not accepted. 4 Right of Retention, Offsetting, Liability 4.1 Customers may only present counterclaims that directly result from this contract. Furthermore, customers may only offset claims that are uncontested or have been upheld by a court of law against claims of Fraport AG. 4.2 Fraport AG is fully liable for damages resulting from loss of life, bodily injury, or damage to health. It is fully liable for material and financial damages in cases of intent or gross negligence only. Beyond that, Fraport AG is only liable is it should violate one or more obligations which are prerequisites for properly fulfilling the contract and which customers may rightfully expect to be met, with the extent of liability being limited in such cases to damages that are reasonably foreseeable at the time of concluding the contract. This means that damages may not amount to more than 5000 euros. Liability under the German Product Liability Law remains unaffected by this and so does any liability imposed by legal requirements that the provider of a service assume responsibility even if it is not at fault.
Cancellation Form 5 Cancelation Policy for the My Airport Guide Escort Service After ordering the Welcome Service or Guide Service you have the right to cancel the service and withdraw from this contract within 14 days without providing a reason for doing so. In the case of the Home-to-Gate Service you have no cancellation right. The right to cancel extinguishes once the service has been completely provided, at any time after you give your express consent and simultaneously acknowledge that you will lose your right to cancel when this contract has been completely fulfilled. The right to cancel expires 14 days after the conclusion of this contract. In order to exercise your right to cancel, you must unambiguously notify us (e.g. by mailing a letter or sending an e-mail to Fraport AG, Frankfurt Airport Services Worldwide, FTU-TS, 60547 Frankfurt am Main, serviceshop@fraport.de) of your decision to withdraw from this contract. You may use the attached standard cancellation form for this if you wish. In order to meet the cancellation deadline, it is sufficient for you to send your notice before your right to cancel expires. Consequences of Cancellation If you withdraw from this contract, we are obliged to refund all payments that we have received from you, including costs for delivery and provision (except for extra costs incurred by your choosing a mode of delivery or provision other than the cheaper standard mode offered by us) without delay and no later than 14 days after the day on which we receive your notice that you are withdrawing from this contract. We will use the same mode of payment for this refund that you used when carrying out the original transaction, unless another arrangement is explicitly agreed on with you; in no case will you be charged any fees for this refund. If you had requested that the service should begin before your right to cancel elapses, you must pay us an appropriate sum to cover the share of the overall scope of contracted services that had already been performed when you notified us that you were exercising your right to cancel.
(If you wish to withdraw from the contract, please complete this form and return it to us.) To Fraport AG, Frankfurt Airport Services Worldwide, FTU-TS 60547 Frankfurt am Main, Germany serviceshop@fraport.de I/we (*) hereby withdraw from the contract concluded by me/us (*) for the provision of the My Airport Guide service. Ordered on Name of customer (please insert date of order) Address of customer Signature of customer (only if this notice will be sent in paper form) Date (*) Please select one