01
Read the Service Confirmation
Only the items in the Service Confirmation are included. A reference to a city, airport or country means Northstar can assess or coordinate support there; it does not mean we own an office, employ local staff or hold an exclusive or official relationship there.
02
Airports, airlines, borders and security
We cannot control immigration, customs, security, airline, airport, police or government decisions; admission to a country, gate, lounge, lane or restricted area; the speed of a queue; or a flight, gate, stand, baggage or connection outcome.
A greeter can assist only within their authority and local rules. “Fast track” means access to the applicable confirmed facility while it is operating; it never guarantees zero waiting or priority over an authority’s decision.
03
Meeting points and contact
The purchaser must ensure each traveller receives the confirmed meeting point, timing, signage and contact instructions and remains contactable. If a traveller, driver or associate follows a different route contrary to lawful guidance or repeatedly cannot be contacted, delivery may be affected.
04
Baggage and porterage
Directional assistance does not automatically include porterage, trolley fees, excess or oversized baggage, customs handling or storage. The quotation should state the included baggage allowance and any separately priced service.
Airlines, airports, handlers and transport operators remain responsible for baggage functions allocated to them.
05
Ground transport
A vehicle service includes only the route, class, capacity, waiting time, stops and assistance stated in the confirmation. Journey times are estimates. The licensed driver controls safe and lawful operation; capacity and safety rules cannot be waived.
06
Accessibility, health and personal care
Tell us about mobility, disability, medical, sensory, language or personal-care needs before confirmation. General coordination or meet-and-assist is not medical, nursing, lifting, wheelchair, safeguarding or personal-care support unless appropriately qualified support is expressly confirmed.
07
Children and vulnerable travellers
Northstar does not act as a legal guardian, unaccompanied-minor carrier or safeguarding provider without a specific written agreement, suitable provider and required authorisation. A responsible adult remains responsible unless expressly agreed otherwise.
08
Documents and regulated advice
Travellers and purchasers remain responsible for passports, visas, permits, tickets, health documentation, declarations, insurance and legal compliance. We may coordinate information or referrals but do not provide legal, immigration, medical, tax or insurance advice unless a suitably regulated professional is expressly identified.
09
Schedule disruption and recovery
Flight or schedule monitoring is included only where confirmed. Public data does not replace the purchaser’s duty to report a rebooking or change that may not be visible there.
If disruption changes the required resources, we will explain availability and additional cost before proceeding. A material alternative is not silently substituted.
10
Independent providers and assurance
Independent providers may deliver local elements. Before using the word “verified”, our record must support the exact identity, contact route, service, price, terms, payment beneficiary and any licence, airport authority or insurance claim relevant to that assignment.
Supplier assurance is risk-based due diligence—not a certification or guarantee that a provider is risk-free. We do not call every supplier direct, root, official, approved or insured unless current evidence supports the exact description.
Northstar remains responsible for the coordination work it expressly accepts. An independent-provider description does not exclude responsibility that Northstar accepted or cannot lawfully exclude. The Service Confirmation states whether the client contracts with the provider directly or Northstar supplies the confirmed service.