Terms of service

Scope of service

AeroAssist provides information, research, travel planning, and coordination within the scope agreed for a case. The quote or service summary identifies what is included, any timing assumptions, and the applicable fee before chargeable work begins.

AeroAssist is not the operating airline, airport, medical provider, border authority, insurer, emergency service, or legal adviser. Those parties retain their own responsibilities and decision-making powers.

Requests, confirmations, and decisions

A submitted assistance request, booking note, or published policy is not a guarantee of acceptance or delivery. The operating airline, airport provider, and relevant authorities make the final decisions for the passenger, itinerary, equipment, animal, or document concerned.

Operational changes can affect earlier arrangements. You must tell AeroAssist about flight, operator, passenger, equipment, document, or timing changes promptly and recheck controlling confirmations where advised.

Your responsibilities

You are responsible for providing accurate, complete, and timely information; reviewing recommendations and confirmations; obtaining professional medical or legal advice where needed; and carrying the documents required for travel.

• Do not omit a fact that may affect safety or provider acceptance.
• Check names, dates, operating carriers, equipment data, and documents.
• Meet airline, authority, payment, and document deadlines.
• Contact emergency or operational services directly when the situation requires it.

Fees and third-party costs

AeroAssist fees are quoted for the agreed work. Tickets, airline charges, baggage, animal fees, certificates, visas, insurance, and other third-party costs are separate unless the written scope says otherwise.

Advisory or coordination work may remain chargeable when a third party declines, changes, or cannot deliver a request, because that decision is outside AeroAssist’s control.

Website and guidance

Public website content is general guidance and may not reflect the latest rule for a particular route or passenger. Do not rely on an article alone for a booking or travel decision where airline confirmation is required.

You may use this website for lawful personal or business enquiries. Do not misuse forms, attempt unauthorised access, upload harmful material, or use content in a way that misrepresents AeroAssist or a provider decision.