Terms & Conditions

Istanbul Airport AssistME

1. Introduction & Parties

These Terms and Conditions (“Terms”) apply to lounge, meet & greet, fast track, buggy, and related airport concierge services sold via the Website and operated under the brand Istanbul Airport AssistME®.

The services are provided jointly by:

  • ONKA Aviation LLC-FZ (Tax Registration No: 104829110600001, Address: Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, UAE)
  • FJET Havacılık ve Turizm LTD. ŞTİ. (Tax Registration No: 3881381255, Address: Yeşilköy Mah. Atatürk Cad. EGS Business Park No: 12 İç Kapı No: 26, Bakırköy, Istanbul, Turkey)
  • Licensed third-party airport ground handling providers, including Taya Yolcu Hizmetleri A.Ş. (Tax No: 2111071092) for Istanbul Airport operations

By booking and paying for services, the Customer acknowledges acceptance of these Terms & Conditions.

2. Refund Policy

2.1 All purchases for airport concierge services, including Fast Track, Buggy, Meet & Greet, and Lounge access, are strictly non-refundable except in cases where services are not delivered due to our sole negligence.

2.2 According to EU Directive 2011/83/EU, Türkiye Mesafeli Sözleşmeler Yönetmeliği, UAE Federal Consumer Protection Law, GCC Consumer Protection Laws, and U.S. FTC Rules, no right of withdrawal applies to:

  • Services connected to a specific date and time (such as airport fast track, lounge, and meet & greet)
  • Digital content delivered immediately after booking (such as electronic vouchers, QR codes, or booking confirmations)

2.3 Dissatisfaction with service quality, delays caused by airport authorities, or factors beyond our control (including immigration queues, security checks, government restrictions, or force majeure) do not constitute valid grounds for a refund or chargeback.

2.4 By confirming their booking, Customers waive any statutory right of withdrawal that may otherwise apply to digital or time-specific services.

2.5 In the event of a chargeback claim, we reserve the right to present evidence of service delivery, including digital logs and staff reports.

3. Booking & Payment Terms

3.1 Bookings must be made no later than 24 hours before the scheduled service time.

3.2 Bookings made within 24 hours are subject to availability and a 30% surcharge.

3.3 All payments must be made in full at the time of booking via approved payment methods.

3.4 Prices displayed on the Website include applicable taxes unless stated otherwise.

4. Amendments & Cancellations

4.1 Amendments requested more than 24 hours before service time are free of charge.

4.2 Amendments requested less than 24 hours before service time are subject to availability and a 30% surcharge.

4.3 Cancellations made less than 24 hours before service time are charged 100% as a no-show.

4.4 No refunds apply in the event of a Customer no-show.

5. Liability

5.1 To the fullest extent permitted by law, we accept no responsibility for any loss, damage, injury, illness, or death arising from the use of our services.

5.2 All personal belongings remain the sole responsibility of the Customer at all times.

5.3 We accept no liability for delays or losses caused by third parties, including Customs and Immigration Authorities.

5.4 We shall not be liable for any indirect, incidental, special, or consequential damages.

6. Data Protection & Privacy

We comply with EU GDPR, Türkiye KVKK, UAE Data Protection Law, and GCC privacy regulations. Customer data is processed solely for booking, service delivery, fraud prevention, and legal compliance purposes. Please refer to our Privacy Policy for full details.

7. Governing Law & Jurisdiction

7.1 These Terms are governed by the laws of Dubai, UAE, and Türkiye.

7.2 Disputes shall be subject to DIFC Courts or Istanbul Courts, at our discretion.

7.3 The English version shall prevail in case of discrepancy.

Operated jointly by ONKA Aviation LLC-FZ, FJET Havacılık ve Turizm LTD. ŞTİ., and licensed third-party ground handling providers including Taya Yolcu Hizmetleri A.Ş. (Tax No: 2111071092).