Airport Protocol Service Terms
Last Updated: 31 July 2026
These Airport Protocol Service Terms apply to all Airport Protocol and Meet-and-Greet Services booked through TravelWheel and should be read together with our Terms & Conditions and Refund & Cancellation Policy.
Airport Protocol Services are facilitation services designed to make your airport experience smoother. They do not replace, override, or guarantee any outcome that is subject to the discretion of airlines, immigration officers, or airport authorities.
Overview
TravelWheel's Airport Protocol Service provides assistance to travellers at the airport, including meet-and-greet, escort through terminal processes, lounge access, and porter assistance, delivered directly by TravelWheel staff or through vetted protocol partners operating under applicable airport authority permits.
Service Scope
The specific inclusions of your Airport Protocol booking (such as meet-and-greet only, meet-and-greet with lounge access, or full VIP handling) are as described in the plan you purchased. Any service not expressly included in your selected plan is not covered and may be available only as a separately priced add-on, subject to availability.
Meet-and-Greet Limitations
Our meet-and-greet representatives will meet you at the agreed point (such as the terminal entrance, arrivals hall, or aircraft steps, depending on your plan and airport permissions) and assist with escort through the relevant airport processes. Meet-and-greet access to certain restricted zones is strictly subject to the rules of the airport authority and may not be available at all airports or for all flights, including some domestic or low-cost carrier operations.
VIP Lounge Availability
Where your plan includes VIP lounge access, this is subject to the operating hours, capacity, and admission policy of the specific lounge, which may occasionally deny or limit access due to overcrowding, closure, or renovation beyond TravelWheel's control. Where a confirmed lounge is unavailable, TravelWheel will make reasonable efforts to arrange access to an alternative lounge of comparable standard where possible.
Fast-Track Immigration
Fast-track immigration is a facilitation service only. It does not guarantee approval of entry, exit, or any immigration decision, which remains entirely at the discretion of the relevant immigration authority.
Fast-track immigration assistance, where included in your plan, is provided subject to the discretion, availability, and operating protocols of the airport authority and immigration service on the day of travel. TravelWheel cannot compel or guarantee expedited processing, as this remains under the full control of government authorities.
Porter Services
Where porter (baggage handling) services are included, our representatives will assist with moving your checked and hand luggage within the terminal. You remain responsible for declaring the value of, and safeguarding, valuable or fragile items, and TravelWheel's liability for loss or damage to baggage handled during protocol services is limited to circumstances of proven negligence by our staff.
Security Regulations
All Airport Protocol Services are provided subject to the security regulations, screening procedures, and access control policies of the relevant airport and national aviation security authority (such as the Nigerian Civil Aviation Authority). TravelWheel staff and partners must comply with these regulations at all times, and any request that would require a breach of security protocol will be declined.
Delays Beyond Our Control
TravelWheel is not liable for delays or service shortfalls arising from causes beyond our reasonable control, including flight delays, extended immigration or customs processing, airport congestion, security alerts, or restrictions imposed by the airport authority. Where such delays occur, our representatives will remain available to assist you for a reasonable extended period where practicable.
Airline Operational Changes
Where your flight is delayed, rescheduled, or cancelled by the airline, TravelWheel will make reasonable efforts to adjust your protocol service timing accordingly, provided you notify us of the change as soon as you become aware of it. Additional charges may apply where a significant change requires redeployment of staff or resources.
Customer Obligations
You are responsible for providing accurate flight details, arrival/departure times, and contact information, and for being reachable by phone on the day of travel so that our representatives can coordinate with you. Failure to provide accurate information or to be reachable may affect our ability to deliver the service as booked, without entitlement to a refund.
Contact Information
For questions about Airport Protocol Services, please contact us via our Contact / Help page, quoting your booking reference, or write to us at 74, Ayangburen Road, Ikorodu, Lagos, Nigeria.
By using TravelWheel's website, mobile platforms, or booking channels, or by making a booking or payment through TravelWheel, you acknowledge that you have read and understood the Airport Protocol Service Terms and the other policies applicable to your use of our Services.