Terms & Conditions

Please read these Terms and Conditions carefully before submitting an Order. These Terms and Conditions apply to your booking and use of the Services provided by Société Concessionnaire de l'Aéroport (SCA) at Sihanouk International Airport (KOS). By submitting an Order, you acknowledge that you have read, understood, and agree to these Terms and Conditions. If you do not agree to these Terms and Conditions, you should not submit an Order or use the Services.

SCA reserves the right to amend these Terms and Conditions from time to time. Any amended Terms and Conditions will be posted on the Website and will apply to Orders submitted after the date in which the amended Terms and Conditions are posted. The Terms and Conditions applicable to an Order shall be those in effect at the time the Order is submitted, unless otherwise required by applicable law.

For the purposes of these Terms and Conditions, references to “we”, “us” and “our” mean SCA, operator of KOS.

A. GENERAL TERMS AND CONDITIONS

1. TERMS AND CONDITIONS

• 1.1 These are the Terms and Conditions on which we, SCA, supply the Services to you at KOS.
• 1.2 These Terms and Conditions apply to each Order submitted by you and any resulting Contract between you and us. Any specific terms or conditions expressly stated in our written confirmation of your Order shall also form part of the Contract.
• 1.3 In the event of any inconsistency between Section A -General Terms and Conditions and Section B- Additional Terms for Services, the applicable provisions of Section B shall prevail, to the extent of such inconsistency.

2. OUR CONTRACT WITH YOU

• 2.1 When an Order is submitted to us, the Order constitutes an offer by you to purchase the Services in accordance with these Terms and Conditions.
• 2.2 Our Services are subject to availability. If we are unable to accept your Order Form, we will inform you in writing and will not charge you for the Services. If payment has already been made, we will refund the amount paid for the relevant Services in accordance with Section B, Article 3.5
• 2.3 Your Order will be deemed accepted upon successful receipt of payment and issuance of an automated booking confirmation email to the email address provided by you at the time of booking. The automated booking confirmation email shall constitute our final confirmation of the booking, and a binding Contract between you and us will come into existence at that time.
• 2.4 Any quotation given by us shall not constitute an offer.
• 2.5 Any descriptions or illustrations of the Services contained in our promotional materials or on the Website are provided for the purpose of giving an approximate description of the Services and shall not form part of the Contract unless expressly stated otherwise.
• 2.6 These Terms and Conditions apply to the Contract to the exclusion of any other terms that you seek to impose or incorporate, or which may arise from any course of dealing between you and us, except to the extent otherwise required by applicable law.
• 2.7 Information required at the time of booking
  • 2.7.1 We will need certain information from you in order to provide the Services. You must provide all information requested as mandatory during the booking process, including your full name (as per passport), contact details, flight number, scheduled date and time of travel, passport information, number of persons, type of service required, and any other relevant information. If you do not provide the required information within a reasonable time after we request it, we may reject your Order and we will not be liable for any resulting failure to provide the Services.
  • 2.7.2 If you are booking on behalf of other passengers or guests, you must provide their names, contact details, and any other relevant information required for the Services. By providing such information, you represent and warrant that you are authorized to provide us with such information, and, where required, have obtained any necessary consent for its collection and use in connection with the Services.
  • 2.7.3 We shall not be liable for any failure or delay in providing the Services to the extent caused by information provided by you being incomplete, inaccurate, or provided late, or by your failure to provide information reasonably required by us.
• 2.8 Orders placed on your behalf by a registered Partner are subject to these Terms and Conditions. You remain responsible for any arrangements made between you and the Partner, and SCA shall not be responsible or liable for those arrangements.

3. PAYMENT

• 3.1 You must pay the Fees in full at the time you submit the Order, unless otherwise stated during the booking process.
• 3.2 Payment must be made through the payment methods made available on the Website at the time of booking.
• 3.3 You must provide complete and accurate payment information and confirm that you are authorized to use the payment method selected. By submitting your payment details, you authorize the applicable amount to be charged in connection with your Order.
• 3.4 The Fees payable for the Services shall be those displayed on the Website at the time you submit your Order. The total amounts payable, including any applicable taxes or charges imposed by SCA, will be displayed to you before you submit your Order.
• 3.5 You are responsible for any fees or charges imposed by your bank, card issuer or payment service provider in connection with your payment. Any fee or charge imposed by SCA in connection with your Order will be disclosed to you before you submit your Order.
• 3.6 You must pay all amounts due in connection with the Services in full without any set-off, counterclaim, deduction or withholding, except as required by applicable law.

4. THIRD PARTY SERVICES

• 4.1 The Services may involve or be affected by services, facilities or decisions of third parties that are outside our control, including airlines, airport authorities, immigration, customs, security authorities and other independent services providers. We are not responsible for the acts, omissions, delays, decisions or availability of such third parties, except to the extent that any loss is directly caused by our own breach of the Contract, negligence or willful misconduct.
• 4.2 Any Services that you arrange directly with a third party are subject to the terms and conditions of that third party and shall not be responsible for such services.

5. CIRCUMSTANCES OUTSIDE OUR RESPONSIBILITY

• 5.1 We shall not be liable for our failure for any failure or delay in providing the Services to the extend caused by circumstances outside our reasonable control, including any act, omission, delay, or decision of an airline, immigration, customs, security or other competent authority.
• 5.2 We shall not be liable for any failure or delay in providing the Services to the extent caused by you or any passenger or guest included in your booking, including any failure to arrive at the designated meeting point at the required time or to provide complete and accurate information necessary for the provision of the Services.
• 5.3 You and any passenger or guest included in your booking remain responsible for your respective baggage and personal belongings at all times. We shall not be liable for any loss of or damage to baggage or personal belongings except to the extent directly caused by our negligence or willful misconduct.
• 5.4 Nothing in this Article 5 shall exclude or limit any liability that cannot be excluded or limited under applicable law.

6. LIMITATION OF LIABILITY

• 6.1 Nothing in these Terms and Conditions shall exclude or limit our liability for:
  • (a) death or personal injury caused by our negligence;
  • (b) fraud or fraudulent misrepresentation; or
  • (c) any other liability that cannot be excluded or limited under applicable law.
• 6.2 Subject to clause 6.1:
  • (a) we shall not be liable for any indirect or consequential loss arising out of or in connection with the Contract or the provisions of the Services; and
  • (b) our total aggregate liability arising out of or in connection with any Service, whether in contract, tort (including negligence) or otherwise, shall not exceed the Fees paid by you for the Service giving rise to the claim.

7. INDEMNITY

• 7.1 You shall indemnify SCA against any losses, damages, liabilities, costs and expenses reasonably incurred by SCA as a direct result of:
  • (a) Your material breach of these Terms and Conditions;
  • (b) Any false or misleading information provided by you in connection with an Order; or
  • (c) Your willful misconduct or negligence, or that of any passenger or guest included in your booking.

8. TERMINATION OF CONTRACT

• 8.1 You may cancel or amend your booking in accordance with the applicable cancellation policy set out in Section B.
• 8.2 We may cancel the Contract or any affected Services if we are unable to provide the Service. Where we cancel a Service for reasons not attributable to you or any passenger or guest included in your booking, we will refund the Fees paid for the affected Service, unless an alternative arrangement acceptable to you is provided.

• 8.3 We may immediately suspend or terminate the provision of any Service where you or any passenger or guest included in your booking:

  • (a) Materially breaches these Terms & Conditions;
  • (b) Provides false or misleading information in connection with the booking;
  • (c) Engages in fraudulent, abusive, disruptive or unlawful misconduct; or
  • (d) Poses, or may reasonably be considered to pose a risk to the safety, security, or orderly operation of the Airport, the Services, our personnel or any other person.

  Where a Service is terminated under this Article 8.3 as a result of such conduct, no refund shall be due for the affected Service, except as otherwise required by applicable law.

9. ASSIGNMENT

• 9.1 We may assign or transfer our rights and obligations under the Contract to an affiliate or to any person or entity that succeeds to, acquires or assumes the relevant part of our business or operations. We will notify you of any such assignment or transfer where it materially affects your rights or obligations under the Contract.
• 9.2 You may not assign or transfer your rights or obligations under the Contract without prior written consent

10. NO WAIVER

• 10.1 No failure or delay by us in exercising any right or remedy under the Contract shall constitute a waiver of that right or remedy, nor shall any single or partial exercise of any right or remedy prevent its further exercise. A waver of any breach of the Contract shall not constitute a waiver of any subsequent breach.

11. FORCE MAJEURE

• 11.1 We shall not be liable for any failure or delay in performing our obligations under the Contract to the extent caused by a Force Majeure Event. Our obligations shall be suspended for the duration of the Force Majeure Event to the extent that they are affected by it.
• 11.2 If, as a result of a Force Majeure Event, we are unable to provide the affected Service, we may cancel that Service and will refund the Fees paid for the affected Service. We shall have no further liability in respect of such cancellation, subject to applicable law.

12. SEVERABILITY

• 12.1 If any provision or part of a provision of these Terms and Conditions is found to be invalid, illegal or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable. If such modification is not possible, the relevant provision or part shall be deemed deleted. Any such modification or deletion shall not affect the validity and enforceability of the remaining provisions of these Terms & Conditions.

13. GOVERNING LAW AND JURISDICTION

• 13.1 These Terms and Conditions shall be governed by and construed in accordance with the laws of the Kingdom of Cambodia.
• 13.2 In the event of any dispute, controversy, difference, or claim arising out of or relating to these Terms and Conditions, including questions regarding their existence, validity, interpretation, performance, breach, or termination, the parties shall first attempt to resolve the matter by mutual consultation in good faith within twenty-one (21) days following written notification. If the matter cannot be resolved through mutual consultation, it shall be referred to and finally resolved by arbitration administered by the National Commercial Arbitration Center of Cambodia (“NCAC”) under its applicable Arbitration Rules. The place of arbitration shall be Phnom Penh, Cambodia. The tribunal shall consist of one (1) arbitrator. The arbitration shall be conducted in English. The arbitral award shall be final and binding upon both parties.

14. LANGUAGE

• 14.1 These Terms and Conditions may be made available in languages other than English for convenience. In the event of any inconsistency between the English version and any translation, the English version shall prevail.

15. DEFINITIONS AND INTERPRETATIONS

• 15.1 Unless otherwise defined in these Terms and Conditions, capitalized terms have the following meanings:
  • "Airport" means Sihanouk International Airport (KOS).
  • "Booking Reference" means the unique reference assigned by SCA to a confirmed Order.
  • "Business Day" means any day on which banks are open for business in the Kingdom of Cambodia, excluding Saturdays, Sundays, and public holidays.
  • "Lounge" means the Commercial Important Persons Lounge operated by SCA at the Airport.
  • "Contract" means the contract between you and SCA for the supply of Services, formed upon our written acceptance of your Order in accordance with Article 2.3.
  • "Customer" means the person who submits an Order for the Services, whether directly or through a Partner and who is referred to as "you" in these Terms and Conditions.
  • "Fees" means the amounts payable for the Services as specified in the applicable Order.
  • "Force Majeure Event" means any event beyond our reasonable control, including but not limited to natural disasters, wars acts or order of governmental or competent authorities, epidemics or pandemics, strikes or other industrial action, fire, flood, or security directives, or similar circumstances beyond our reasonable control.
  • "Grace Period" means the period of thirty (30) minutes following the Scheduled Service Time, after which a No-Show may be declared by SCA. For arrival Services, the Grace Period begins when the last passenger on the Customer's flight has disembarked.
  • "Meet & Greet Service" means the passenger assistance service provided by SCA at the Airport for arrivals, departures, and transits, as further described in Section B.
  • "No-Show" means the failure of the Customer or relevant passenger or guest to present at the agreed Rendez-vous Point within the Grace Period.
  • "Order" means a request to purchase the Services submitted through the Website, by telephone, by email, or through a Partner.
  • "Partner" means a company or entity registered with SCA as a business partner and authorized to submit Orders on behalf of Customers.
  • "Rate Plan" means any promotional or special pricing plan that may be offered by us from time to time for the Services.
  • "Scheduled Service Time" means the date and time at which the relevant Service is scheduled to commence as stated in the Order or booking confirmation, and, where applicable, based on the scheduled time of arrival or departure of the Customer’s flight.
  • "Services" means the Meet & Greet service and/or the Lounge access service provided by SCA at the Airport, as applicable to the relevant Order.
  • "Website" means the official Airport website and its associated booking platform, as may be updated from time to time.
• 15.2 Words in the singular include the plural and vice versa.
• 15.3 The words "including", “include” and similar expressions mean "including without limitation" and shall not be construed as limiting the words preceding them.

B. ADDITIONAL TERMS FOR SERVICES

1. MEET & GREET SERVICE

• 1.1 Service Description and Duration
  • 1.1.1 We shall provide the Meet & Greet Service for the following durations, as applicable:
    • Departure: up to 3 hours;
    • Arrival: up to 2 hours;
    • Transit: up to 4 hours; or
    • such duration as may be specified in your Order or booking confirmation for the applicable service package.
  • 1.1.2 The Meet & Greet Departure Service includes personalized escort from the agreed Rendez-vous Point, Fast Track assistance through security screening, and access to the Lounge prior to departure, where included in the applicable service package.
  • 1.1.3 The Meet & Greet Arrival Service includes a welcome at the agreed Rendez-vous Point or gate, Fast Track escort through immigration and customs formalities, assistance with baggage recovery, and escort to the terminal exit.
  • 1.1.4 The Meet & Greet Transit Service includes a combination of arrival and departure assistance for connecting passengers, subject to operational feasibility.
  • 1.1.5 Notwithstanding the above, SCA cannot direct or control the decisions or procedures of immigration, customs, police, security, border control, or other competent authorities. Fast Track assistance does not guarantee any particular processing or clearance time. You remain responsible for compliance with all applicable laws, visa requirements, customs requirements and security procedures.
• 1.2 Advance Booking Requirement
  • 1.2.1 An Order for a Meet & Greet Service must be submitted at least twenty-four (24) hours before the Scheduled Service Time. We may, subject to availability, accept an order submitted less than twenty-four (24) hours before the Scheduled Service Time and apply a late-booking surcharge. Any applicable surcharge will be communicated to you before we accept your Order.
  • 1.2.2 We reserve the right to refuse any late booking, subject to availability and operational requirements.
• 1.3 Additional Charges
  • 1.3.1 In addition to the Fees already paid, we may charge:
    • (a) A surcharge equal to fifty percent (50%) of the Fees for each additional two (2)-hour period, or part thereof, during which the Service is required to continue beyond its scheduled duration due to flight delay or other circumstances beyond our control; and/or
    • (b) The applicable additional guest fee for each person aged two (2) years or above where the actual number of passengers or guests exceeds the number specified in your Order. Infants under two (2) years of age are admitted free of charge. We reserve the right to determine whether to provide the Services to additional guests, subject to availability.
  • 1.3.2 Any additional charges under Article 1.3.1. shall be payable upon request by SCA.

2. LOUNGE ACCESS

• 2.1 Service Description
  • 2.1.1 The Lounge access service provides access to the Lounge at the Airport for departing and arriving passengers. The Lounge offers a range of facilities which may include food and beverages, comfortable seating, Wi-Fi access, flight information displays, charging stations, and other amenities. The availability of individual facilities and amenities may vary from time to time due to operational requirements.
  • 2.1.2 Access to the Lounge is available for departures and arrivals only. Transit access is not available as a standalone Lounge booking.
  • 2.1.3 Your access to the Lounge is limited to the duration of two (2) hours. If you remain in the Lounge beyond the permitted duration, additional time may be charged at the applicable walk-in rate.
  • 2.1.4 To access the Lounge, you must present a valid boarding pass and your Booking Reference (or QR code, where available) at the Lounge reception desk. Access may be refused if the boarding pass details do not correspond to the booking.
• 2.2 Capacity
  • 2.2.1 Access to the Lounge is subject to capacity. If we are unable to provide you with access to the Lounge in respect of a confirmed booking due to the Lounge having reached full capacity, we may offer you an alternative arrangement. If no suitable alternative is offered or accepted, we will refund the Fees paid for the affected Lounge Services.

3. CANCELLATION AND AMENDMENT POLICY

• 3.1 Any request to cancel or amend a booking must be submitted in writing through the contact details or channels specified by SCA and must include a Booking Reference.

• 3.2 Subject to Articles 3.6 and 3.7, the following cancellation and amendment charges shall apply:

  Notice given before service	Cancellation / Amendment fee
  More than 48 hours	No charge → full refund
  Between 24 and 48 hours	50% of the Fees paid
  Less than 24 hours	100% of the Fees paid → no refund
  No-Show	100% of the Fees paid → no refund

• 3.3 Any amendment is subject to availability. Where we are unable to accommodate a requested amendment, you may cancel the booking, in which case the applicable cancellation charge set out above shall apply.
• 3.4 If a No-Show occurs, the booking will be treated as cancelled and no refund shall be due.
• 3.5 Where a refund is due under these Terms and Conditions, we will process the refund to the original payment method within Thirty (30) Business Days. The time required for the refunded amount to be credited to your account may vary depending on your bank, card issuer or payment service provider.
• 3.6 Where an Order is made under a Rate Plan expressly identified as a non-refundable before the Order is submitted, the Fees shall not be refundable in the event of cancellation by you, except as otherwise expressly provided in these Terms and Conditions or required by applicable law.
• 3.7 Notwithstanding the above, if your flight is cancelled by the airline through no fault of you or the relevant passenger, you may request either a full refund of the Fees paid for the affected Service or, subject to availability, reschedule the Service without an amendment charge. We may request reasonable evidence of the flight cancellation.

4. CHILDREN

• 4.1 Any person under the age of eighteen (18) must be accompanied by an adult at all times while using the Services.
• 4.2 Infants under the age of two (2) years may accompany a paying passenger free of charge. Passengers aged two (2) years and above will be charged at the applicable per-person rate.

5. COMPLAINTS AND FEEDBACK

• 5.1 If you wish to make a complaint regarding the Services, please contact us in writing at email address: meetandgreet [at] cambodia-airports.a‌ero and lounge [at] cambodia-airports.a‌ero, quoting your Booking Reference and providing sufficient details of the matter to enable us to investigate your compliant. We encourage you to submit any complaint as soon as reasonably practicable following the provision of the relevant Service.
• 5.2 We will review your complaint and endeavours to respond within five (5) Business Days of receipt. Where further time is required to investigate the matter, we will inform you accordingly.