Please read these Booking Terms & Conditions carefully before making a booking. By completing a booking and submitting payment, you confirm that you have read, understood and agree to these terms.
About PorterNOW
PorterNOW is a trading name of Professional Flight Solutions Ltd, a company registered in England and Wales under company number 11350524.
Our UK VAT Registration Number is GB 489 6676 07.
PorterNOW provides airport luggage porter services, allowing passengers to book assistance with transporting luggage between designated locations within the airport.
The Service
A PorterNOW booking provides luggage porter assistance for the number of trolleys selected during the booking process.
Unless otherwise stated during booking, one trolley is intended to accommodate approximately 3–4 standard pieces of luggage. This is an estimate only and depends upon the size, weight and dimensions of the luggage.
Where the quantity or size of luggage requires additional trolleys, additional charges may apply.
PorterNOW personnel will assist with transporting luggage between the agreed meeting point and the appropriate destination within the scope of the booked service.
Service Locations
PorterNOW currently provides the service at Manchester Airport (MAN) at the terminals and meeting points displayed as available during the booking process.
Current booking options may include:
- Terminal 2 (T2);
- Terminal 3 (T3);
- Terminal Drop Off; and
- Baggage Reclaim.
Available locations may change because of airport operational requirements, terminal restrictions, construction works, security arrangements or other circumstances outside our control.
Making a Booking
You must provide accurate and complete information when making a booking, including your passenger name, flight number, mobile telephone number, terminal, meeting point, required number of trolleys and requested service time.
You are responsible for checking the information provided before completing payment.
PorterNOW will not be responsible for delays or failure to provide the service where incorrect or incomplete booking information has been supplied.
A booking is not confirmed until any required payment has been successfully completed and a booking confirmation has been issued.
Immediate Bookings
Where the website displays an immediate or “As soon as possible” booking option, the estimated porter arrival time is an estimate only.
Live estimates are based upon factors including porter availability, current assignments, passenger demand and operational conditions at the airport.
During periods of high demand, you may be offered the option to wait for the next available porter.
By selecting this option, you agree that your booking may be queued until a porter becomes available.
Advance Bookings
PorterNOW allows customers to reserve services in advance where this option is available.
Advance bookings must currently be made at least 30 minutes before the requested service time.
A requested booking time represents the time at which we will aim to provide the service. Reasonable variations may occur because of airport operations, flight movements, security restrictions, baggage delivery or circumstances outside our reasonable control.
Advance bookings may be accepted up to the maximum booking period shown on the website.
Prices & Payment
The price payable is the total price displayed to you before you submit payment.
PorterNOW may operate different prices depending upon the booking type, advance booking period, availability, demand, time of service, promotional offers or other pricing rules.
Any applicable discount or voucher will be displayed before payment.
By proceeding with payment, you accept the price shown for your booking.
Payment must be completed using one of the payment methods made available during checkout.
PorterNOW may use third-party payment processors to securely process payments. We do not generally receive or store your complete card details.
Voucher & Promotional Codes
Promotional and voucher codes are subject to their individual eligibility criteria and may be restricted by date, customer, booking value, service type or number of uses.
Unless specifically stated otherwise:
- only one voucher may be used per booking;
- vouchers cannot be exchanged for cash;
- unused voucher value will not be refunded as cash;
- expired vouchers will not be accepted; and
- PorterNOW may withdraw a promotional offer where it has been issued or used incorrectly.
Meeting Your Porter
You must be available at the meeting point selected during booking and ensure that the mobile telephone number supplied with the booking is switched on and capable of receiving communications.
Your porter or our operations team may contact you to confirm your location or provide instructions.
At some locations you may be required to identify or verify your booking before the service begins.
This may include presenting your PorterNOW booking confirmation, booking reference or Porter Pass/QR code.
Passenger Delays
We understand that passengers may be delayed by immigration, security, baggage reclaim, flight delays or other airport processes.
Where possible, we will make reasonable efforts to accommodate delays.
However, porters may have other confirmed bookings and cannot be required to wait indefinitely.
If you become aware that you will be significantly delayed, you should contact PorterNOW as soon as reasonably possible.
Flight Delays & Schedule Changes
Flight arrival and departure times may change. PorterNOW will make reasonable efforts to accommodate known changes to flight schedules where operationally possible.
You remain responsible for informing us of material changes to your travel arrangements where those changes may affect your booking.
We cannot guarantee that the originally allocated porter will remain available following a significant delay or change to your flight.
No-Shows
A passenger may be treated as a no-show where our porter attends the agreed location but cannot locate or contact the passenger within a reasonable period.
Before treating a booking as a no-show, reasonable attempts may be made to contact the mobile number supplied with the booking.
Where a passenger does not attend or cannot be contacted, the booking may be closed and the booking charge may not be refundable.
Cancellations & Refunds
If you wish to cancel a booking, you should contact PorterNOW as soon as possible.
Before a porter has been dispatched
Where a booking is cancelled sufficiently in advance and before resources have been committed to the service, we may provide a full or partial refund depending upon the circumstances.
After a porter has been dispatched
Once a porter has accepted or started travelling to your booking, the service has begun to be provided. A cancellation at this stage may therefore be non-refundable.
Failure by PorterNOW
If PorterNOW is unable to provide a paid service and no suitable alternative can be offered, you will normally be entitled to a refund of the affected PorterNOW service charge.
Nothing in these terms affects any statutory rights you may have under applicable consumer law.
Your Luggage
You remain responsible for your luggage and personal belongings at all times.
You must ensure that luggage is securely closed and suitable for normal handling.
You should not place valuables, money, passports, jewellery, fragile items or other high-value property in luggage being handled unless necessary.
You must immediately inform the porter if an item requires special or careful handling.
Prohibited & Dangerous Items
PorterNOW personnel will not knowingly transport dangerous, unlawful or prohibited items.
You are responsible for ensuring that your luggage complies with all applicable airline, airport, customs, security and legal requirements.
Our personnel may refuse to handle any item which they reasonably believe:
- may present a health or safety risk;
- is excessively heavy or unsafe to move;
- contains a prohibited or dangerous item;
- is inadequately packaged;
- may cause damage to other property; or
- would require our personnel to breach airport, security or legal requirements.
Oversized or Excess Luggage
The indication of approximately 3–4 bags per trolley assumes standard passenger luggage.
Oversized, unusually shaped, exceptionally heavy or excessive quantities of luggage may require additional equipment, trolleys or personnel.
Where additional resources are required, we may advise you of any additional charge before providing the additional service.
PorterNOW reserves the right to refuse to move an item where doing so would create an unreasonable health or safety risk.
Airport & Security Requirements
PorterNOW services operate within a regulated airport environment.
All passengers and bookings remain subject to airport, airline, border, customs and security requirements.
PorterNOW cannot override airport rules or provide access to restricted areas unless our personnel are specifically authorised to enter those areas.
A porter may be required to stop or alter a service where instructed to do so by airport staff, police, Border Force, security personnel or another competent authority.
Service Availability
All services are subject to availability.
The presence of a booking option on the website does not mean that airport operations will remain unchanged or that circumstances outside our control cannot affect the service.
We may need to change, delay, relocate or cancel a service because of operational or safety requirements.
Events Outside Our Control
PorterNOW will not be responsible for a failure or delay in providing the service where this results from events outside our reasonable control.
These may include:
- airport closures or terminal disruption;
- security incidents or evacuations;
- police or government action;
- flight disruption;
- industrial action;
- severe weather;
- road or transport disruption;
- airport IT or infrastructure failures;
- significant baggage system disruption;
- emergencies; or
- other circumstances which we could not reasonably have prevented.
Our Liability
We will provide the PorterNOW service with reasonable care and skill.
Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.
Subject to applicable law, PorterNOW is not responsible for losses caused by an airline, airport operator, ground handler, baggage handling company, security provider, government authority or other third party.
We are also not responsible for indirect or consequential losses that were not reasonably foreseeable when the booking was made.
If you believe that luggage or property has been damaged while directly in the care of a PorterNOW porter, you should report this to us as soon as reasonably possible so that the matter can be investigated.
Passenger Conduct
We expect customers to treat PorterNOW personnel with respect.
We may refuse or terminate a service where a passenger or member of their party behaves in a threatening, abusive, discriminatory, violent or unsafe manner.
A service may also be stopped where continuing would place our staff, the passenger or another person at risk.
Personal Information
We use the information provided with your booking to arrange and deliver the PorterNOW service, communicate with you, process payment, manage operational matters and maintain appropriate business records.
Personal information will be handled in accordance with our Privacy Policy and applicable UK data protection legislation.
Booking information may be shared with relevant service providers where reasonably necessary to deliver or administer your booking.
Complaints
If you are unhappy with any aspect of the PorterNOW service, please contact us and provide your booking reference together with details of your concern.
We will investigate complaints fairly and may request additional information where required.
Changes to These Terms
We may update these Booking Terms & Conditions from time to time to reflect changes to our services, operating procedures, pricing arrangements or legal requirements.
The terms applicable to your booking will normally be those in effect at the time the booking is made.
Governing Law
These terms are governed by the laws of England and Wales.
If you are a consumer, you will also benefit from any mandatory protections provided by the law applicable to you and nothing in these terms is intended to remove those protections.
Contact Us
If you have a question about a booking, cancellation, refund or these Booking Terms & Conditions, please contact PorterNOW.
PorterNOW
Operated by Professional Flight Solutions Ltd
Company Number: 11350524
VAT Registration: GB 489 6676 07