Terms of Use

Last Updated: 5 July 2019



PlazaPremium Lounge Management Limited reserves the right to change these Terms andConditions of Use at any time. The new version of the Terms and Conditions will be posted on this website and will take effect and govern all use of the website upon posting. For the purposes of these Terms and Conditions of Use any reference to "we", "us" and "our" is to PlazaPremium Lounge Management Limited.  

Your use of this website indicates your agreement to be bounded by these Terms andConditions of Use.

1. Ownership of Materials and Appropriate Use

This website and the materials on it are protected by copyright, trademark and other intellectual property rights and laws throughout the world. The materials on this website are owned by or licensed to us. You may not alter, broadcast, copy, distribute, modify, publish, sell or transfer any materials on this website although you are permitted to display the materials on this website on a computer screen and to download and print a hard copy for your personal use provided you do not alter or remove any copyright, trademark or other proprietary notices.

You agree to use this website in accordance with these Terms andConditions of Use for lawful and proper purposes and in compliance with the laws of the country from which you are accessing this website. Furthermore, you agree not to:

•      use any of the materials on this website for commercial exploitation without our prior written consent;
•      establish a link to or from this website from or to any other website, intranet or extranet site without our prior written consent;
•      use this website to upload or distribute any material that contains viruses or anything similar, is illegal, obscene or of a defaulting nature;
•      use this website in any manner or for any purpose that may infringe the rights of or cause offence to any other person;
•      do anything that may alter, interfere with or disrupt this website or our services;
•      obtain or attempt to obtain un authorized access to our intranet or any other restricted access networks.  

2. Legal Relationship

This website is provided for information purposes only and no material shall be construed as an intention to create a legal relationship with any party, nor shall it constitute an offer of goods or services or create a license.  

3. Website Availability

This website is provided free of charge and we make no guarantee that it will be uninterrupted or error free. We reserve the right to suspend or withdraw the whole or materials or information on this website at any time without notice.

4. Links from this Site

We may from time to time provide links from this website to websites that are owned and controlled by third parties. These links are provided for your convenience only and do not imply any affiliation or endorsement by PlazaPremium Lounge Management Limited. We have no control over and shall have no liability what so ever in respect of those websites.

5. Accuracy of Information

We take reasonable care to ensure that all products and services information and pricing featured on this website is accurate and up-to-date. However, our products and services are continually updated and the images, specifications [and any prices] on this website are for general illustrative guidance only. For accurate up-to-date information you should contact us directly using the details in the "Contact us" section of the website and must rely on your own investigations.

6. Disclaimer

We do not warrant, represent or undertake that the material on this website is accurate, complete or current or that the website will be free or defects or viruses and all conditions and warranties that might otherwise be implied by statute or at common law are excluded to the fullest extent permitted by law.We do not accept any liability for any losses or claims arising from any liability to access this website, use of this website, downloading of viruses, the loss or corruption to material that is downloaded and any website browser incompatibility problems. All software products downloaded from this website are downloaded, installed and used at the user's own risk.

7. Law and Jurisdiction

Your use of this website and any downloaded material from it and the interpretation of this terms and conditions shall be governed by the laws of the Hong KongSpecial Administrative Region ("Hong Kong") and you and we each submit to the non-exclusive jurisdiction of the courts of Hong Kong.

GroupRegistered Office and address: Plaza Premium Lounge Management Limited.Headquarters, Unit 10-12, 2/F, Airport World Trade Centre, 1 Sky Plaza Road,Hong Kong International Airport, Hong Kong.  


1.  General

1.1  "Airside/LandsideLounge" means:

a)  Airside lounge is located in the restricted area.Departing passengers will need to pass through immigration and customs before proceeding to the Airside Lounge. They must obtain a boarding pass for their onward flight. The same is applicable to the transit passengers.

b)  Landside Lounge is located in the non-restricted area. Arriving passengers can proceed to theLandside Lounge after formalities in immigration, baggage reclaim and customs.Passengers who need to stay in the airport because of early hotel check-out, delayed flight, or other reasons can stay in the Landside Lounge before catching a flight.

1.2  "Lounge Facilities" means the provision of awaiting area in Airside/Landside area of the Airport with seating and refreshment facilities including (facilities in different locations may vary):

a)  Hot showers facilities including amenities;
b)  Food and beverages;
c)  Use of computers to access Internet;
d)  DVD / VCD movie viewing ( at selected locations only);
e)  Selection of local / International magazines and newspapers;
f)  Power and Internet connection for travellers' with laptop computers;
g)  Mobile / laptop battery recharging facilities;
h)  Telephone for local calls
i)  Flight Information

1.3  "Plaza Premium Lounge" means Plaza PremiumLounge Management Limited. whose registered office is at Unit 10-12, 2/F,Airport World Trade Centre, 1 Sky Plaza Road, Hong Kong International Airport,Lantau, Hong Kong.

1.4  "Customer" means the person, firm or company booking the use of Lounge Facilities.

1.5  "Airport" means the airport from which theCustomer is traveling.

1.6  "Charges" means the charges paid by theCustomer to Plaza Premium Lounge in respect of Lounge Facilities in accordance with Plaza Premium Lounge's charging structure which may be amended by PlazaPremium Lounge from time to time.

1.7  The headings in these conditions are for convenience only and shall not affect their interpretation.

1.8  Words in the singular shall include the plural and vice versa, references to any gender shall include the other reference to legal persons shall include natural persons and vice versa.

2.  Formation of Contract

2.1  The Lounge Facilities are provided by Plaza PremiumLounge subject to these terms and conditions, which the Customer shall indicate and qualify acceptance of by booking the Lounge Facilities and paying theCharges.

2.2  No representative, employee or sales person or agent of Plaza Premium Lounge has Plaza Premium Lounge's authority to vary, amend or waive any of these conditions.

2.3  These terms and conditions will prevail over any terms or conditions proposed by the Customer orally or on any order form or similar document shall not be binding on Plaza Premium Lounge.

3.  Boarding Pass

3.1  Transit passengers who wish to access the lounge must be in possession of a valid onward boarding pass. Please contact your airline if you require details about obtaining the boarding pass for your transit/connecting flight.

4.  Booking

4.1  Full payment must be made at the time of booking.Booking is only considered as confirmed when payment has been received by us in full and booking confirmation email has been sent to the email address provided at the time of booking. It is your responsibility to provide a valid email address.

4.2  If a passenger fails to obtain an email confirmation from us, we will NOT be responsible for the availability of service upon passenger's arrival. Passenger without a Confirmation Letter (i.e. not a pre-paid booking) from us will be considered as a "Walk-in" customer.All services requested upon arrival are subject to availability.

5.  Lounge Facilities

5.1  All specifications, descriptions, drawings, photographs or illustrations of the Lounge Facilities and any advertising matter and sample books are only intended to serve as a guide and not to be relied upon by the Customer or treated as binding or as forming part of these conditions or any contract with the Customer.

5.2  Plaza Premium Lounge shall use its reasonable endeavours to provide the Lounge Facilities during the hours advertised for each Airport, but reserves the right to vary the hours of operation or close the lounge due to refurbishment, relocation or otherwise in which case an alternative executive lounge facility will be provided or a refund of the charges will be made at the discretion of Plaza Premium Lounge. In the unlikely event that entry to the Lounge Facilities is refused due to capacity constraints, the Customer will receive a complimentary voucher for their next visit to the lounge.

5.3  Plaza Premium Lounge shall use its reasonable endeavours to ensure a suitable environment is maintained in the Lounge Facilities including but not limited to keeping the area where Lounge Facilities are provided clean and tidy, ensuring staff are on hand to respond to any queries and ensuring the removal from the lounge area of any persons whose behaviour is unsuitable.

5.4  Plaza Premium Lounge shall have the right to refuse aCustomer entry to the Lounge Facilities for any Statutory, regulatory ofAirport policy reasons including but not limited to health and safety policies or fire regulations.

5.5  In order to maintain Customer expectations, children are not permitted to use the Lounge Facilities in certain Lounges. Please check the individual Lounge information on this website for details. In the event that children are permitted access to the Lounge, they should be accompanied in all Lounges Facilities by a Customer over the age of eighteen years at all times.

6.  Charges

6.1  Charges payable for the Lounge Facilities shall be as stated in Plaza Premium Lounge's services menu (current at the date of booking).

7.  Terms of Payment

7.1  Customers shall make payment for the Lounge Facilities when booking by entering the details of their PayPal, or debit of credit card onto the online booking form, provided that such credit or debit card is listed as acceptable to Plaza Premium Lounge on the booking form instructions.

7.2  Unless otherwise agreed in writing, the Customer shall not be entitled to any discount.

8.  Customer's Obligations

8.1  The Customer shall ensure that he is at all times appropriately dressed and shall behave in an appropriate manner. Plaza Premium Lounge and any third party lounge provider with whom Plaza Premium Lounge has entered into an arrangement for the provision of Lounge Facilities reserve the right at their sole and absolute discretion to refuse entry or to remove any customer whose behaviour or mode of dress is considered by Plaza Premium Lounge to be unsuitable or is likely to offend other Customers.

8.2  Customers must not remove food and/or drinks from the Lounge Facilities and will be asked to refrain from consuming food and/or drinks in the Lounge Facilities other that food and/or drinks provided in the Lounge Facilities.

8.3  The Customer agrees to adhere to any no smoking policies in operation in any of the Lounge Facilities.

8.4  Customers shall provide a minimum of 72 hours’ written notice toPlaza Premium Lounge in the event of cancellation of a group booking. A group booking is a booking of 10 or more persons or 5 or more rooms. No refund will be arranged for cancellation made within 72 hours prior to the reserved service date and time. All refund / changes made on a confirmed group booking are subject to a minimum of USD10 administration fee per person.

8.5  In the event of cancellation of bookings for Private Resting Area,Transit Hotel Room and/or Aerotel Room services, customers agree to provide a minimum of 24 hours' written notice to Plaza Premium Lounge Management Limited.No refund will be arranged for cancellations made within 24 hours’ prior to the reserved service date and time. All refunds/changes made on a confirmed PrivateResting Area and/or Hotel Room booking are subject to a minimum administration fee of USD10 per person or 25% of the total booking amount, whichever is higher.

8.6  For all other bookings not covered in Clause 8.5, a cancellation fee of 10 USD per person will be charged for all bookings cancelled within 6hours prior to the booking. No-show or last-minute cancellations with less than6 hours' notice will be non-refundable.

8.7  In the event of a customer wishing to amend an existing booking to a later date and/or at any Airport where Plaza PremiumLounge operates Lounge Facilities at a later date, provided that Plaza PremiumLounge receives from the Customer at least 24 hours prior written notice of a cancellation of a booking for Lounge Services from the Customer, Plaza PremiumLounge agrees to provide access to Lounge Facilities to the same number of users as on the original booking, at a later date at any Airport where PlazaPremium Lounge operates Lounge Facilities ("Alternative Lounge Facilities"),subject to prior receipt by Plaza Premium Lounge from the Customer of (i) confirmation of the date and/or Airport Lounge Facilities required; (ii) a payment of USD 10 per person per booking; and (iii) the difference between theCharges paid by the Customer in relation to the original booking and the charges in respect of the Alternative Lounge Facilities applicable as at the proposed date of use of such Alternative Lounge Facilities (whether theAlternative Lounge Facilities are located at the same Airport as on the original booking for Lounge Facilities or otherwise).

9.  Limitation on Liability

9.1   Subject to clause 9.2, Plaza Premium Lounge shall under no circumstances be liable for any indirect, special or consequential loss, including but not limited to loss of profit, loss of contract, loss of revenue or loss of business, however arising whether in contract, tort (including negligence) or statutory duty or otherwise.

9.2   Plaza Premium Lounge does not exclude loss arising from death or personal injury caused by negligence.

9.3   Subject to clause 9.2 above, the aggregate liability of PlazaPremium Lounge, (whether in contract, tort (including negligence) or breach of statutory duty or otherwise) to no circumstances shall exceed the Charges paid by the Customer for the Lounge Facilities.

9.4   Plaza Premium Lounge shall under no circumstances be liable for any Customer failing to board his flight and neither Plaza Premium Lounge nor any third party lounge provider with whom Plaza Premium Lounge has entered into an arrangement for the provision of Lounge Facilities has any obligation to make flight announcements.

9.5   Plaza Premium Lounge shall under no circumstances be liable or responsible for the personal belongings of any Customer, and a Customer shall take personal belongings into the Lounge Facilities area solely at his own risk.

9.6   All information, recommendations and advice given by or on behalf of Plaza Premium Lounge to the Customer regarding Airport services or flight details are given without liability on the part of Plaza Premium Lounge.

9.7   The Customer shall fully indemnify and compensate Plaza PremiumLounge, its employees, sub-contractors and agents in respect of all actions, suits, claims, demands, costs, charges or expenses arising (whether asserted by the Customer or third party) out of or in connection with the provision of theLounge Facilities which:

a)  are in excess of Plaza Premium Lounge's liability set out in clause 9.3 above; and
b)  are caused directly or indirectly through the act or omission, wilful misconduct or negligence of the Customer.

10.  Force Majeure

10.1  Plaza Premium Lounge shall not be liable to theCustomer for any loss or damage caused to or suffered by the Customer as a direct or indirect result of the provision of the Lounge Facilities by or on behalf of Plaza Premium Lounge being prevented, restricted, hindered or delayed by reason of any circumstances outside the control of Plaza Premium Lounge.

11.  Waiver

11.1  The right powers and remedies provided pursuant to these conditions are cumulative and do not exclude or affect any rights, powers or remedies provided by law. No delay in exercising, or non-exercising by PlazaPremium Lounge of any rights or remedies under these conditions shall operate as a waiver or lease of that right, power or remedy.

12.  Variation

12.1  No amendments or variation of these conditions shall be effective unless made in writing and signed or issued by Plaza PremiumLounge.

13.  Governing Law

13.1   These conditions shall be construed in accordance withHong Kong Special Administrative Region ("Hong Kong") and PlazaPremium Lounge and the Customer hereby submit to the exclusive jurisdiction of the courts of Hong Kong.


1.  Upon submission of Order Form, full payment plus prevailing applicable local taxes and fees of the order amount is required to proceed with booking.  

2.  Guest details will be taken and kept at the time of booking, and by making a booking, each guest consents to the use of such guest's information, including but not limited to name, passport details and travel arrangement details, for the purpose of Allways ("the service provider") to provide the services.

3.  For Toronto and Dallas Fort Worth, children aged five (5) or above will be charged at full rate. All other locations, full rate will be charged for children aged two (2) years old or above.

4.  For Dallas Fort Worth, children aged seventeen (17) and below must be accompanied by an adult aged eighteen  (18) or above. All other locations, children aged twelve (12) or under must be accompanied by an adult aged eighteen (18) or above.

5.  Except for Dallas Fort Worth where service order shall be submitted at least thirty-six hours (36) in advance, service order for other Allways locations shall be submitted at least forty-eight (48) hours in advance and must be confirmed twenty-four (24) hours prior to arrival (STA/Standard Time of Arrival) or departure (STD/Standard Time of Departure). Any service order submitted with less than forty-eight (48) hours' notice will be subject to availability and the final confirmation by Allways and may be subject to surcharge.

6.  If any information supplied at the time of booking is incorrect, Allways reserves the right to refuse or reject the provision of the services. The contact number of the guest, local driver or receiving party must be provided in advance. Allways holds no responsibility for incomplete services fulfilment due to reason that the given contact number(s) cannot be reached.

7.  For packages with porter service, extra and/ or oversized and/ or overweight baggage will be subject to payment of surcharge, plus any applicable local fees and/ or taxes as follows:

a)     Dallas Fort Worth: Porter service includes three (3) regular-sized baggage per guest with maximum dimensions of 90 x 75 x 43 cm each, and up to a combined weight of  32kg (70lbs). Oversized and/ or overweight baggage will be subject to surcharge of USD 2 per piece.

b)     Macau: Baggage service includes two (2) regular-sized baggage per guest with maximum dimensions of 90 x 75 x 43 cm each, and up to a combined weight of 46kg. Oversized and/ or overweight baggage will be subject to surcharge of MOP 50 per piece.

c)     New Delhi: Baggage service includes two (2) regular-sized baggage per guest with maximum dimensions of 90 x 75 x 43 cm each, and up to a combined weight of 40kg. Oversized and/ or overweight baggage will be subject to surcharge of INR 100 per piece.

d)    New York: Porterage Service includes one (1) baggage cart. Guests may purchase up to three (3) carts:

  • As a guideline, each cart can fit up to eight (8) regular size bags or four (4) extra-large bags or animal carrier, and generally no more than a combined maximum of ten (10) items;
  • To avoid damage to items or persons, baggage carts will not be overloaded and any items above this safety limit will require an additional baggage cart;
  • Due to health and safety regulations we may not accept any item weighing more than 32kg (70lbs) or any item measuring more than 118 inches (300cm) in total, as it will not fit through the terminal.

 e)    Toronto: Porter service includes three (3) regular-sized baggage per guest with maximum dimensions of 90 x 75 x 43 cm each, and up to a combined weight of 40kg. Extra, oversized and/ or overweight baggage will be subject to surcharge of CAD 3 per piece.

8.  For packages with baggage or porter service:

a)    The baggage (including animal carrier) dimensions and weight restrictions provided by Allways are the maximum allowance that can be accepted by Allways. Allways does not guarantee or confirm that such baggage dimensions and/or weight restrictions will be accepted by different airlines. It is your own responsibility to ensure your baggage complies with the relevant airline's applicable size and weight restrictions. Please contact your airline for their requirements to avoid any inconvenience during your travels;

b)    Allways will not be responsible for, or have any liability in respect of, any articles being removed from your baggage by airport security personnel or any other relevant parties, and/or any operating airline's refusal to carry your baggage for any reason whatsoever;

c)    Allways will do our best to ensure we handle your baggage with care, however, Allways is not responsible for and/or liable for any direct and indirect damage or loss of your baggage arising out of or in connection with your use of Allways’ services hereunder.

9.  All services are subject to availability. Allways reserves the right to assess and decide acceptance of each order.

10.  Meeting and Waiting Time

a)  For Arrivals guest service, guest will be treated as no-show:

  • New Delhi: if the guest does not respond to the welcome placard after all the passengers of the same flight have disembarked, or if the guest is absent at the Arrivals counter after thirty (30) minutes from the flight's actual time of arrival.
  • All other locations: if the guest does not respond to the welcome placard after all the passengers of the same flight have disembarked.

 b)  For Departures guest service, guest will be treated as no-show if the passenger is absent at the meeting point after the following duration from the agreed arrival time:

  • Macau: fifteen (15) minutes from the agreed arrival time;
  • All other locations: thirty (30) minutes from the agreed arrival time.

c)  For Dallas Fort Worth and Toronto, in addition to 9 a) and b), a one (1) hour allowance is allotted for the waiting time if a guest is directed to a Secondary Screening room at U.S. or Canadian Customs. Meet & Greet Service will be terminated once it exceeds the (one) 1 hour allowance. An email notification will be sent to the guest upon Guest Relations Executive's departure. Resumption of the Meet & Greet Service after the one (1) hour allowance can be arranged through telephone and is subject to availability and payment of surcharge of an additional fifty (50) percent of the full order amount.

d)  For all locations: No-show is subject to full payment of total order amount and is non-refundable.

11.  Allways reserves the right to charge an additional fifty (50) percent of the full order amount in case the flight delays over two (2) hours from the STA/STD and every two (2) hours thereafter may be subject to surcharge.

12.  For enquiries on entry, visa requirements or customs regulations, please contact the respective government bodies for detailed information.

13.  Service Order Completion Time

a)  New Delhi: Each service order shall be completed within one (1)hour or at the discretion of the Company in accordance to individual service package requirements.

b)  All other locations: Each service order shall be completed within three (3) hours for departure flight, two (2) hours for arrival flight and four (4) hours for transit flight or at the discretion ofAllways in accordance to individual service package.

Anytime extension of service hours due to guests' own issues, including but not limited to visa problems at immigration, customs clearance or lost baggage, will be subject to a surcharge of an additional fifty (50) percent of the full order amount and subject to availability.  

14.  All surcharges must be paid on the date of service.

15.  Cancellation and Amendments

For all confirmed bookings, cancellation or amendment must be performed in writing (email) within the prescribed deadlines below, and is subject to payment of surcharge, plus any applicable local fees and/ or taxes:

a)  Dallas Fort Worth (Email: dfw@allwaysvip.com)

b)  Macau (Email: macau@allwaysvip.com)

c)  New Delhi (Email: india@allwaysvip.com)

d)  New York (Email: jfk@allwaysvip.com)

e)  Toronto (Email: canada@allwaysvip.com)

16.  Allways shall under no circumstances be liable or responsible for the guest's actions or documentation if guest is in violation of rules and regulations.

17.  By accessing this website and making a booking, you agree to be bound by these terms. If you do not agree to these terms, you should refrain from using the website. Nothing contained in this website represents an offer of any product or services which are forbidden by law of the country jurisdiction where the services are to be provided.

18.  These conditions shall be construed in accordance withHong Kong Special Administrative Region ("Hong Kong") and Plaza Premium Lounge and you are hereby submit to the exclusive jurisdiction of the courts of Hong Kong.

19.  Please check the services available in the relevant country jurisdiction. We provide services in accordance with the law of the respective country. You are advised to check the laws of the country in which you wish to avail our services. Certain jurisdictions do not permit our employees to be present during customs, security and immigration clearance, including:

a)  New Delhi: Indian law does not permit our employees to present at the official counters during Immigration, Customs or Security Clearance.Hence we do not provide these services at the immigration counters, customs counters or Security Clearance counters in India.
b)  New York: U.S. Customs and Border Protection does not permit our employees to be present at the counters during immigration Clearance. Hence we do not provide fast track services through immigration.


We respect the privacy of our customers in every aspect of our business and are committed to protecting your personal information. Personal information is only collected, used and disclosed by Plaza Premium Lounge Management Limited in accordance with our privacy policy.

For the details of our privacy policy, please refer to the Data Privacy Statement &Security Policy Statement available on this website.  We highlight the following for your attention:

1.  Consent

You signify your consent to us collecting and using this information by your use of this website. We reserve the right to change our privacy policy. The new version of the privacy policy will be posted on this website and will take effect and govern immediately upon posting, so that you are always kept informed of how we collect and use the information, and when we would disclose it. Your continued use of this website constitutes your agreement to the changes in the policy.

Your data controller is: Plaza Premium Lounge Management Limited.

You are entitled to a copy of your information held by us. If you would like to see this please ask us. We may make a small charge for providing this to you.

2.  Use

We use the personal information that we collect to identify your personal preferences and match your needs with the relevant products and services, and assist in processing any bookings that you make through this site.

We will hold your information, where collected by us, and may use it to inform you in the future of offers by us and other Plaza Premium Lounge Management Limited.Group companies a full list of which is available on request. We will also use the personal information you give us as a research tool to monitor how you and other visitors use the site to enable us to further develop the content of this website.

Whenever you submit enquiries or booking to us, it will require your personal data which will then be recorded, collated and processed by us.

3.  How to withdraw your consent

If you would rather we do not use your personal data for the purposes stated above or for any form of promotional contact, please indicate by using the tick box in your email registration page. Please bear in mind that you will be opting out of receiving any information from us and any Plaza Premium LoungeManagement Limited Group companies. However, if you have booked lounge services you will still receive an email confirming your booking details.

If you do not wish to receive any further emails from Plaza Premium LoungeManagement Limited, you can do so any time by clicking on the"Unsubscribe" link which can be found in all our newsletters.

4.  How do we protect your information?

When you provide us with your credit card details or order services from us, we offer the use of a secure server. The secure server software encrypts the information that you input before it is transmitted to us.

We have taken all reasonable steps to ensure that the information you provide will be kept secure from unauthorized access.

In order to comply the Personal Data (Privacy) Ordinance, your personal data will continue to be kept confidential and will not be transferred to a third party except for other companies within Plaza Premium Group, operation units or service provides that may be located outside of customer’s own country for the purpose mentioned in the privacy policy. We will continue to keep your personal data and use it for the purposes for which the personal data was collected.

Our security measures depend on you complying with this obligation and we are not responsible for any breach of your privacy. We are not responsible for breaches of security arising out of intentional and / or unauthorized attempts to access the site, for example, by computer hackers.