(Last amended on 22 February 2024)
These general terms and conditions cover the reservation and purchase of ALTITUDE services, as offered by Brussels Airport Company NV/SA, with registered office at BluePoint Brussels, Boulevard Auguste Reyerslaan 80, 1030 Brussels, Belgium and with place of business at Brussels National Airport 1M, Compass Building, 1930 Zaventem, Belgium, with company number 0890.082.292 (RPR/RPM Brussels) (hereinafter referred to as “BAC” or “we”).
By placing a reservation for ALTITUDE services or by purchasing a Membership, you acknowledge the contents of these general terms and conditions and agree unconditionally to them, and also to the documents referred to herein, including the specific ALTITUDE Privacy Statement available online at altitude.brusselsairport.be.
“Airport”: Brussels Airport (IATA airport code: BRU)
“ALTITUDE Privacy Statement”: the specific privacy statement applicable to the processing of personal data in the context of the ALTITUDE services, available on the Website
“ALTITUDE services”: the services that a Customer/Member and, where relevant, the Fellow Passengers can use when accessing the Protocol, as listed on the Website
“Customer”: a person who requests or uses an ALTITUDE service
“Customer Service”: the customer service of ALTITUDE, of which the contact details are mentioned in article 11
“Fellow Passenger”: one or more passengers who travel with a Customer/Member
“Member”: a Customer who, upon invitation, has purchased a Membership from BAC
“Membership”: a prepaid subscription valid for one year from the date of purchase with which a Member may use the ALTITUDE services up to 8 times
“Protocol”: the Protocol building at the Airport, consisting of VIP rooms and a press room
“T&Cs”: the current general terms and conditions that cover the ALTITUDE services, available on the Website
“VIP rooms”: the specific areas, meeting rooms or lounges in the Protocol that can be reserved by a Customer/Member
“Visitor”: a visitor of the Customer/Member in the Protocol who does not purchase an ALTITUDE service
“Website”: altitude.brusselsairport.be
2.1. A Customer who wishes to reserve ALTITUDE services can file a request via the Website. Upon approval of this request, BAC creates an online account for the Customer and provides the login details to the Customer. The Customer must change the password provided and keep this information secret.
Only logged in Customers have access to the reservation facility via the Website. The online reservation of ALTITUDE services can be made from 30 days to no later than 72 hours before departure or arrival of the flight, subject to what is set out in article 4.
Only after the Customer has logged on to the Website, made the payment in accordance with article 3 and BAC has expressly confirmed the reservation of the Customer by e-mail, is the agreement for the purchase of ALTITUDE services concluded. The Customer can make changes to his/her reservation via the Website as long as the reservation has not been confirmed by e-mail, If there is no confirmation by BAC or (timely) payment by the Customer, the reservation shall be deemed to have been refused. Up to 24 hours before his/her flight, the Customer can also cancel his/her reservation via the Website.
2.2. A Customer can only purchase a Membership when invited to do so by BAC. Provided payment is made (on time), BAC will deliver the Membership, including the T&Cs and the ALTITUDE Privacy Statement by e-mail.
The Member can request Customer Service to create an online account after which BAC will provide the login details to the Member. The Member must change the password provided and keep this information secret.
The Member does not need to log in to book ALTITUDE services but shall contact Customer Service for this purpose. The reservation of ALTITUDE services by Members can be made from 30 days to no later than 72 hours before departure or arrival of the flight, subject to what is set out in article 4.
2.3. In order to execute the reservation, the Customer/Member is requested to submit certain details, including flight details, passenger details and, where applicable, payment details, and/or details of Fellow Passengers. The Customer/Member may request Customer Service to be allowed to receive Visitors in the Protocol. BAC may grant or refuse such a request to the best of its ability. If granted, the Customer/Member must transfer the details of his/her Visitor(s).
2.4. Any additional arrangements only form part of the agreement if these are confirmed by BAC by e-mail to the Customer/Member.
3.1. The rates for the ALTITUDE services and for the Membership are mentioned on the Website after the Customer has logged on.
3.2. After receiving confirmation from BAC and no later than 48 hours before the departure/arrival of his/her flight, the Customer will be requested to proceed to payment. The Customer must use one of the payment methods available on the Website. The payment is processed by an external payment service provider and is subject to the general terms and conditions of the payment service provider.
3.3. Memberships are prepaid, which means that when the Member has placed a reservation for ALTITUDE services, this is deducted from the open ‘passages’ on the Membership. When all 8 passages have been used, the Member can book ALTITUDE services as a Customer or purchase a new Membership the following year.
3.4. If the Customer wishes to purchase additional ALTITUDE services, he/she can select these on the Website or make a request to Customer Service and the applicable rates will be sent to the Customer. A Member should always make a request to Customer Service. Payment for these additional ALTITUDE services is made by wire transfer or on the spot in the Protocol.
3.5. All amounts due are in euro and incl. VAT and/or other taxes, unless otherwise stated.
3.6. Any amount due that has not been paid by due date shall, by operation of law and without prior notice of default, be increased with default interest equal to the legal interest. In addition, a standard fee equal to 10% of the amount due, with a minimum of 25 EUR, shall be due for the administrative costs caused by the late payment.
3.7. Notwithstanding all the other rights of BAC, BAC is entitled to suspend/terminate the Membership and/or the ALTITUDE services automatically and without prior legal intervention in the event of non-payment of any amounts due that are undisputed or not disputed in good faith, including the payment by the Customer/Member of the damages and default interest due. All consequences of the suspension/termination of the ALTITUDE services due to non-payment are for the account of the Customer/Member.
3.8. The Customer/Member is not entitled to compensate any claims it may have on BAC with any amounts the Customer/Member may owe to BAC.
4.1. If the Customer/Member wants to make a reservation for ALTITUDE services within 72 hours before the departure or arrival of his/her flight, or wants to modify or cancelan existing reservation, he/she should contact Customer Service. In certain cases, as described in this article 4, the Customer may also do so via the Website. BAC may charge additional costs for such requests, as described in this article 4. If a partner of BAC imposes additional costs for such requests, BAC shall inform the Customer/Member of this in advance.
The possibility of last-minute reservation or changes to the reservation is dependent on availability. BAC cannot offer any guarantee in this respect.
4.2. The Customer/Member may cancel free of charge up to 24 hours before departure or arrival by contacting Customer Service. Customers may also do so via the Website. When the Customer/Member cancels less than 24 hours before departure or arrival, he/she shall be charged 50% of the total price. If a cancellation takes place less than 12 hours before departure or arrival, the Customer/Member shall be charged 80% of the total price. If the Customer/Member does not show up in the Protocol without cancelling the ALTITUDE services in advance or does show up in the Protocol but no longer wishes to use ALTITUDE services, he/she shall be charged 100% of the total price (for Members this means that they will lose their passage under the Membership).
4.3. In the event of a last-minute modificationless than 24 hours before departure or arrival, which leads to a reduction of the initial total price, the price originally charged shall remain applicable (e.g. if there are suddenly fewer Fellow Passengers travelling with the Customer/Member, the price for the original number of Fellow Passengers will be charged). In the event of a last-minute modification less than 24 hours before departure or arrival, which leads to an increase of the initial total price, such price increase will be charged.
4.4. If the Customer/Member wishes to make a reservation less than 12 hours before departure or arrival, the Customer/Member shall be charged an additional fee of 20% of the total price.
5.1. In order to allow the service to operate as efficiently as possible, the Customer/Member is bound:
a) to submit all correct details necessary for providing the ALTITUDE services to BAC;
b) to proceed to timely payment;
c) to change the password received for online login so that it is sufficiently original and keep his/her account details secret;
d) to meet all relevant official and legal requirements of the country from which the flight departs, the country to which the flight departs and/or the country where transfers between flights take place;
e) to be in possession of a passport and valid travel documents for the country to which the Customer/Member travels and/or where he/she shall transfer to a connecting flight;
f) to be in possession of valid flight tickets for the flight stated at the time of booking;
g) to undergo a security screening, unless the Customer/Member can furnish written proof that he/she is exempt from such screening;
h) to comply with all rules and conditions with regard to safety and security;
i) to arrive at the Protocol in good time when departing from the Airport, as indicated on the reservation confirmation; and
j) to treat the fittings of the VIP rooms carefully and to leave them in a good condition.
5.2. Photography, video and audio recordings and other invasive or disturbing behaviour are prohibited. The Customer/Member, the Fellow Passengers and Visitors are responsible for acting in a discrete and correct way and may not approach other passengers nor reveal the presence of such a passenger to a third party, nor enter any areas of the Protocol except the designated VIP rooms.
5.3. The Customer/Member, the Fellow Passengers and Visitors should dress appropriately. Clothing should be decent and not offensive.
5.4. When a Customer/Member, the Fellow Passengers and/or Visitors do not comply with one of the obligations above, this can restrict or completely obstruct the operation of the ALTITUDE services and BAC shall be entitled, V02/2024at its own discretion, to remove them from the Protocol. In that event, the Customer/Member loses any entitlement to repayment or crediting of the price paid for the ALTITUDE services booked.
6.1. The Customer/Member, Fellow Passengers and Visitors enter the Protocol and the Airport at their own risk and should at all times follow the instructions of our staff. They are and remain fully responsible for their personal possessions throughout the entire time during which the ALTITUDE service is provided.
6.2. With the exception of proven wilful or gross negligence, BAC cannot be held liable for any damage, theft or loss of possessions belonging to the Customer/Member, Fellow Passengers and/or Visitors. BAC is also not liable for indirect or consequential damage, such as loss of turnover or loss of profits.
6.3. The Customer/Member is liable for all damage that is caused or occurs as a consequence of the use of the ALTITUDE services (including VIP rooms) by the Customer/Member, Fellow Passengers and/or Visitors. BAC is, in such cases, entitled to have the damaged objects repaired or replaced as required at the expense of the Customer/Member.
6.4. Each airline performs its service according to its own applicable conditions. The Customer/Member must, at all times, comply with the conditions of his/her chosen airline (including any possible luggage restrictions). The Customer/Member is responsible for checking the flight schedules he/she has chosen and any changes to those flight times and is responsible for complying with the correct passport, visa, health and other demands. BAC is in no way responsible should the airline of the Customer/Member (including the Fellow Passengers) prevent him/her for whatever reason from travelling, or if a Customer/Member suffers loss or damage as a result of a delayed or cancelled flight. If the Customer/Member cannot use the reserved ALTITUDE services for such reasons, he/she will still be charged the price due. BAC shall not intervene in disputes between passengers and an airline.
6.5. BAC is not liable for a delay or non-performance of the ALTITUDE services if this is due to an event that cannot be foreseen and is not the consequence of a mistake or intent of BAC (“force majeure”). Examples of force majeure are war, rebellion, terrorism, pandemic, strikes or social conflicts, immediate termination by a supplier of the collaboration between BAC and that supplier, without this termination being the consequence of a material shortcoming by BAC. In the event of force majeure, BAC will ensure that it fulfils its obligations to the best of its ability and as quickly as possible. This agreement will be terminated automatically, without liability and with immediate effect, if the case of force majeure permanently impedes the performance of the agreement.
7.1. BAC can at any time refuse a reservation request if:
a) the Protocol has insufficient capacity;
b) the Protocol is not accessible due to security and/or privacy reasons;
c) there are diplomatic reasons or objections from the government; or
d) the Customer/Member, Fellow Passengers and/or Visitors do not comply with their obligations under these T&Cs, including those stated in article 5.
7.2. BAC also reserves the right to refuse an agreement for reservation of an ALTITUDE service, to offer it under different conditions or to terminate it immediately if one of the situations stated in article 7.1 should occur. The Customer/Member is entitled to refuse an amended reservation, or one made under different conditions, as a result of which no agreement is concluded. If the Customer/Member has already paid for the services, the Customer/Member is entitled to a refund, except in the case of a breach of one of his/her obligations under these T&Cs.
8.1. If the Customer qualifies as a consumer and purchases a Membership via e-mail, he/she has the right to withdraw the purchase of the Membership without giving reasons during a period of 14 days from the day of the purchase, provided that the Membership has not yet been used to book ALTITUDE services.
If you wish to exercise this right of withdrawal, you can contact Customer Service for this purpose. In case of a correct revocation, the Membership becomes null and void and we will refund the price paid to the account indicated by you.
8.2. Since the ALTITUDE services are provided in the specific period of time requested by the Customer/Member and given the limited capacity of the Protocol, the Customer/Member has no automatic right of withdrawal after ordering the ALTITUDE services. Nevertheless, he may cancel the services in accordance with article 4.
9.1. The service of online ordering of the ALTITUDE services is provided “as is”. BAC does not guarantee that the Website will always be available. BAC reserves the right to deny access to the Website temporarily or permanently, including for security reasons.
9.2. Please contact our Customer Service if you experience technical problems on the Website.
10.1. When the Customer/Member reserves and uses ALTITUDE services, BAC can process certain personal data of the Customer/Member, Fellow Passengers and/or Visitors. BAC shall only process these personal data in accordance with the applicable laws concerning the processing of personal data, in particular with the General Data Protection Regulation (GDPR).
10.2. If you would like to know more about which data are processed and the reason why BAC collects and processes such data, and also your rights in this matter, we would refer you to our ALTITUDE services Privacy Statement as available on the Website.
11.1. If there are questions or complaints, the Customer/Member can contact the Customer Service of ALTITUDE at the following e-mail address: info@altitude.brusselsairport.be or at +32 2 753 69 70.
11.2. For questions or complaints about the flight, the Customer/Member should contact his/her airline. BAC does not intervene in such matters.
12.1. The Membership and the reservation for ALTITUDE services is personal and may not be sold, passed on or traded.
12.2. BAC reserves the right to change these T&Cs at any time. The new T&Cs will apply to reservations made after the amendments. We therefore advise the Customer/Member to save or print a copy of the T&Cs prior to each reservation.
12.3. If any provision of the T&Cs or any part thereof is held to be invalid, unlawful or unenforceable: (i) the validity, legality and enforceability of the remainder of the T&Cs or of the remaining provision shall not in any way be affected or impaired thereby; and (ii) the parties undertake to negotiate in good faith to find a provision which comes as close as possible to the purpose and intention of the invalid, unlawful or unenforceable provision or part thereof.
12.4. The failure of BAC to enforce its rights under these T&Cs shall not be construed as a waiver of such right and shall in no way extend or modify the rights of the other party.
12.5. These T&Cs are governed by Belgian law. Any dispute relating to these T&Cs which cannot be solved amicably between the parties shall fall within the exclusive jurisdiction of the Dutch-speaking courts of the judicial district of Brussels, Belgium, without prejudice to the applicable provisions of mandatory law relating to consumer contracts.