Refund & Cancellation Policy
Clear, transparent, and traveler-friendly terms for all Airport E-Pass services.
1. Overview & Commitment
At Airport E-Pass LLC (1209 Mountain Road PL NE, Ste R, Albuquerque, NM 87110, USA), customer satisfaction and transparent transactions are at the core of our concierge hospitality operations. We understand that flight schedules, travel plans, and connections may encounter unexpected changes. This Refund & Cancellation Policy governs all digital reservations for VIP Lounge access, Fast Track priority lanes, and Airport Meet & Greet services made through airportepass.com.
2. Standard Cancellation Timelines
Refund eligibility is calculated based on the scheduled local service time and the timestamp when your written cancellation request is received by our operations team:
- More than 48 Hours Before Service: You are eligible for a 100% full refund of the reservation amount (minus any non-refundable payment processor transaction fees).
- Between 24 and 48 Hours Before Service: You are eligible for a 50% refund of the reservation amount.
- Less than 24 Hours Before Service or No-Show: Bookings cancelled within 24 hours of the scheduled service time or marked as no-show are strictly non-refundable, as local airport personnel and security slots have already been confirmed and reserved.
3. Flight Delays, Rescheduling & Airline Cancellations
We actively monitor flight information provided during checkout. In the event your flight is delayed, rescheduled, or cancelled by the operating airline:
- Free Rescheduling: You may adjust the date and time of your airport service pass free of charge, subject to same airport and service category availability, provided notice is communicated to our team prior to the original reservation window.
- Flight Cancellation: If your airline cancels the flight and provides verifiable documentation, please contact our support team immediately. We will issue a service credit voucher valid for 12 months or process a refund in accordance with local airport partner provisions.
4. Refund Processing Timeframe
Approved refunds are processed promptly by Airport E-Pass LLC:
- Payment Method: All refunds are issued exclusively back to the original payment method (credit card, debit card, or electronic payment) used during the initial purchase.
- Processing Window: Once initiated, funds typically reflect in your bank or card account within 5 to 10 business days, depending on your card issuer or banking institution's processing cycles.
- Currency: Refunds are credited in the original transaction currency (USD / EUR). Currency conversion discrepancies caused by your financial institution's exchange rates are outside our control.
5. How to Request a Cancellation or Refund
To ensure prompt processing and avoid potential dispute delays, please submit your request directly to our dedicated support desk:
Email: [email protected] (Include your Booking Confirmation Reference and passenger name)
Phone (24/7 Concierge Support): +1 (575) 250-8002
Mailing Address: Airport E-Pass LLC, 1209 Mountain Road PL NE, Ste R, Albuquerque, NM 87110, USA
Our customer operations team responds to all formal refund and cancellation requests within 12 to 24 hours.