Terms, Conditions & Cancellations

TERMS AND CONDITIONS

Cancellations & Refunds

• Cancellations must be received at least 14 days prior to the travel date to request a reimbursement. Otherwise, the booking will be considered a no-show.

• A 10% cancellation fee applies to all refunded bookings.

• No-shows are non-refundable. A no-show is defined as:

  • The airport representative is at the aircraft gate and no contact is made.

  • The passenger experiences a flight cancellation or significant delay and fails to notify us in writing.

Service Disruptions

• If, for any reason, the airport is unable to provide the service, you will receive a full refund immediately.

• Travel date modifications, including those due to flight delays or cancellations, are subject to availability.

• Significant flight schedule changes (early or delayed arrivals) may impact our ability to provide the service.

Lounge & Terminal Information

• The lounge reserves the right to refuse service if you arrive with more guests than stated in your reservation.

• Airport lounges are monitored by CCTV 24/7. Any misconduct will be prosecuted under Dominican law. Please behave accordingly.

Terminal Arrival Instructions:

• Terminal A: A greeter will be waiting on the tarmac holding a sign with your name. Please descend the stairs to meet your agent and golf cart.

• Terminal B: Exit the aircraft and jetway. You’ll meet your agent at a counter in the main airport corridor.

Illness or Death-Related Exceptions

In case of passenger illness or death of a family member:

• A 100% credit voucher will be issued, valid for 1 year and redeemable at any airport in our serviced areas. No additional proof is required.

For refunds outside the 14-day window, exceptions may be made (minus the 10% cancellation fee), if the following are provided:

Required:

• A valid ID of the passenger
  PLUS one of the following:

1. Scanned hospital records showing the passenger's name, DOB, and diagnosis.

2. Proof of airline ticket cancellation with matching dates and flight info.

3. A signed and stamped medical note with diagnosis.

4. A death certificate of a family member whose last name matches that of the passenger.

Please scan and email the documents by replying to your confirmation email and adding "CANCELLATION" in the subject line.