Terms of Service

Introduction

All transportation operated by Lotus Holidays Sdn Bhd and its affiliates (“aeroportransfer”) is subject to the following Terms of Service (“Terms”). By agreeing to these Terms, you acknowledge and agree to be bound by the conditions of use listed below, and any future revisions and additions, as published at: aeroportransfer.com/terms-of-service.

Last Updated: August 21st, 2018.

Reservations

About Reservations

Reservations to the airport are valid only for the time and date specified. Reservations from the airport are valid only for the date specified. aeroportransfer is not responsible for customer error resulting in unused reservations or missed flights. When changing the pickup or drop off location of a reservation, rates are subject to change and additional charges may apply.

This service is a private, direct transportation service utilizing luxury MPVs (Toyota Vellfire) for non-stop transportation to the airport.

Short Notice Reservations

Short notice reservations are reservations made less than twenty four hours prior to requested pickup times. We are unable to guarantee service availability or timely service for short notice reservations. Availability will depend on a variety of conditions, including pickup location, drop-off location, and current vehicle availability.

There are no refunds available for reservations made with less than seventy two hour advance notice.

Reservation Abandonment

Reservation abandonment occurs when the Operator cannot find the customer at the designated pick-up location and cannot reach customer for further instruction using the “Day of Travel” contact number provided.

Rates

Tolls, Parking, taxes and other fees may be not included in the calculated cost of the ride and customer may be responsible for additional charges.

MPVs seat 5-6 passengers with limited luggage space. Oversized or excess luggage may require a second vehicle at additional cost.

Seat capacity is limited to seats with working safety belts. State laws prohibit loading vehicles beyond seating capacity. Any attempt to do so may require additional vehicle reservations.

Smoking

Smoking is not permitted in any of our vehicles.

Special Handling

Traveling with Children

aeroportransfer welcomes the opportunity to serve our younger travelers when accompanied by a responsible adult. If making an online reservation, please indicate the number of children traveling so we can reserve a seat. State laws do not allow children to ride in the lap of an adult. If your child is under the minimum age/weight standards, you must supply an approved car seat for each child to whom the applicable law applies. It is recommended that traveling parents and legal guardians become knowledgeable about the applicable laws in the states in which they will be traveling. Operators reserve the right to refuse service to parties out of compliance with state law.

Traveling Minor

Customers under the age of 16 must be accompanied by a parent or guardian for the entire duration of the ride. Operators may refuse service if a child is not old enough to ride alone and is without an adult or guardian.

User Error

Customer is responsible for providing accurate information at time of booking. When he/she provides information for travel, the customer agrees that the information will be accurate. aeroportransfer is not responsible for mistakes made by customers while using the service, its official websites, or mobile applications.

Confirmation emails are provided at the time of booking to allow customers to review details of their reservation in advance of the reservation.

Travel Times and Delays

aeroportransfer and its partners are not responsible for significant delays in anticipated arrival due to traffic, weather, or road conditions, or any other unforeseen circumstances. Under such conditions, aeroportransfer reserves the right to cancel and refund reservations in advance of the scheduled pickup.

Service Advisories

At times there may be delays and changes to normal operations due to severe weather and traffic incidences. Whenever possible, aeroportransfer will post information to website, blog, or other forms of communication, to notify customers in advance.

Customer Service Concerns

Customers are encouraged to notify us of their experience, good or bad.

Limitations on Compensation Following Service Failure

Where it is determined to be company fault, customers may receive compensation in the form of a partial or complete refund, reservation credits, or through other means.

In most cases where alternative transportation is taken and paid for by the customer, reimbursement will not include full refund of the original reservation but will reimburse the difference paid for the alternate mode of transportation over the original cost of the reservation with service.

Limitations on Compensation Following Missed Flights

When it is determined to be company fault, aeroportransfer may provide compensation not to exceed MYR100.00 per person for domestic flights and MYR200.00 per person for international flights. aeroportransfer may reimburse for overnight lodging in the event customer cannot book a flight out on the same day of travel. Reimbursement is based on the average standard room rate as dictated by management in that market. Meals and other expenses are not covered as part of reimbursement for delays or missed flights.

aeroportransfer does not assume any responsibility for lost income or potential income, and other losses resulting from missed professional or personal functions. When traveling to an important event, it is recommended to allow extra travel time by booking earlier than the recommended time to avoid delays.

Refunds

We do not accept credit card payment at this moment. Once payment is approved, a refund request is submitted within 24 hours, excluding weekends and federal holidays. The refund is then completed by customer’s financial institution. Customer should refer to their financial institution to check on status of refund.