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, specifically 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 (e.g., immigration queues, security checks, government restrictions, force majeure) do not constitute valid grounds for a refund or chargeback.
2.4 Customers acknowledge that by confirming their booking, they accept these refund conditions and waive any statutory right of withdrawal that might otherwise apply to digital or time-specific services.
2.5 In the case of chargeback claims, we reserve the right to present evidence of service delivery, including digital records, logs, or staff reports, to dispute unjustified claims.
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 credit card or other approved methods.
3.4 Prices are displayed on the Website in the applicable currency and include VAT or relevant taxes unless stated otherwise.
4. Amendments & Cancellations
4.1 Amendments requested more than 24 hours before the service time are free of charge.
4.2 Amendments requested less than 24 hours before the service time are subject to availability and a 30% surcharge.
4.3 Cancellations made less than 24 hours before the 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 damage, loss, accident, sickness, injury, or death that you or any other person may suffer or incur arising from the services or in connection with these Conditions of Contract.
5.2 All personal belongings are your sole responsibility at all times. We shall not be liable, and you waive any right of claim against us, for inconvenience, loss, or damage if we are unable to provide any or all of the
services due to instructions from airport authorities, government departments, or their representatives.
5.3 We accept no liability for delays or for any loss, cost, or expense resulting from the actions of third parties, including but not limited to Customs or Immigration Authorities. You are responsible for complying with all governmental regulations upon entry into and exit from airports where we operate, and for ensuring all required documents are valid and compliant.
5.4 Under no circumstances shall we be liable to you in contract, tort (including negligence) or otherwise for
any consequential, exemplary, special, indirect, incidental, or punitive 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. See Privacy
Policy for full details.
7. Governing Law & Jurisdiction
7.1 These Terms shall be governed by and construed in accordance with the laws of Dubai, UAE, and Türkiye.
7.2 Disputes shall be subject to the jurisdiction of either Dubai International Financial Centre (DIFC) Courts
or Istanbul Courts, at our discretion.
7.3 The English version of these Terms shall prevail in case of discrepancy.
Operated jointly by ONKA Aviation LLC-FZ, FJET Havacılık ve Turizm LTD. ŞTİ., and third-party licensed ground handling companies including Taya Yolcu Hizmetleri A.Ş. (Tax No: 2111071092).