FAQs for VIP meet and assist

Common questions and the answers.

What is a “VIP meet and assist” service?

An airport VIP meet and assist ensures you are expected, welcomed, escorted and assisted from start to end, between the aircraft gate and your car door. It is a seamless, stylish and effortless arrival, connection or departure for important travelers. It will usually include Fast-Tracking & priority handling at various stages of the passage through the airport.

VIP Arrival Services: you will be met near the air-bridge; escorted to and through quarantine, visa on arrival, security and immigration. Fast Track airport assistance will help collect your bags, escort you through customs checks and take you direct to your driver or car.

VIP Departure Services:  you will be met at the entrance of the terminal building; and then escorted to and assisted through security, check in, customs and immigration. Finally you will be taken to your airline or a member lounge, or direct to the flight’s boarding gate.

VIP Connections: you will be met near the air-bridge, escorted to and through any visa, quarantine, transit, security, immigration, baggage, check in, or customs. Finally you will be taken to your airline or a member lounge or to the flight’s boarding gate.

What is included?

It is a start to end escorted service, always performed in the restricted CIQ (the Customs, Immigration & Quarantine) area of an Airport and is. The service includes:

 

– being met at the aircraft gate or the kerbside
– being assisted quickly at immigration, visa on arrival, quarantine, security
– having an escort through customs, during check in and at boarding
– getting help between gates, desks and lounges for connections
– have a personal assistant all the way between the plane and a car.

What is “Fast-Tracking”?

Fast-Tracking saves time and hassle and makes the passage through an otherwise busy or difficult airport both fast and easy. A successful Fast-Tracked airport service is one where you did not have to queue in line, and/or the time it took to pass through the airport was reduced.

How does Asia Fast Track provide Fast-Tracking and VIP benefits?

To minimize lines, bypass bottlenecks, avoid inconvenience and treat you as important person, the representative will speed up obtaining visa on arrival, check-in, and passing through security checks, and will escort you through fast-tracked CIQ processing.

 

Fast-Tracking through CIQ is different in each airport. It may involve use of a VIP area; a private terminal; a VIP lounge (where passenger waits whilst staff process the paperwork); special lines for, or pre-purchase of Visa-On-Arrivals; a fast track channel through Immigration such as the First Class line; a Crew/Diplomatic line; APAC cardholder line; Schengen or Alien Registration lines; and Automated Border Clearance line. Alternatively the service may be performed whilst the passenger relaxes in a waiting area, or it handled privately by special arrangement with the immigration department.

 

The greeter will use whatever channels, lines, local knowledge and local connections they have to make the passage through immigration that day fast, pleasant and easy.

 

They will also help you understand issues with local officials, assist with arrangements for excess or missing baggage, flight & terminal transfers, and even lounge, business centre or day-room access.

 

Finally, they will coordinate directly with the driver to ensure a smooth handover (avoiding the common and sometime expensive problem of not being able to find you chauffeur at the airport). They are adept at keeping local taxi and baggage touts away. And if you have no ground transportation arranged they will help you find a reliable provider and ensure there is no language communications issues over the ride or destination.

Is a porter, lounge or golf cart service included?

It depends on the particular airport and on what you request. Not all airport have porters, buggies or VIP lounges. Where they are available they may already be included as part of the standard service. If they are not included, they will be offered to you at the time of booking for an extra cost.

Where will the representative meet me?

This depends whether you are arriving or departing from the airport:

 

Arrivals
For arrivals the representative will be waiting for you at or near the end of the air-bridge or air corridor (i.e. somewhere between airplane door and the terminal). Alternatively – if the airline has parked at a remote location and a tarmac bus is used to transfer you from the plane to the terminal – they will wait with a sign at the entrance to the terminal building where the tarmac bus drops you off.

 

The representative will be holding a sign with the “lead passenger” name, (or pseudonym, code name, organization or any other identification that has been requested in advance).

 

Departures
For departures the representative will be waiting for you:

 

– at “kerbside” (meaning at the drop-off zone at the departure terminal level), or
– at a special counter or booth just inside the terminal, or
– in front of the check in desk.

 

Where you will be met is described in your booking confirmation. The representative will be there a few minutes before your scheduled arrival time and will wait for you for up to 45 minutes form the booked meeting time. If you have not arrived within 45 minutes of the booked time, they will try to call you or your driver (if you have provided them a local hand phone number when you booked.) So, it is important that, for a departure service, if you know that you are going to be a little early or late (e.g. because of traffic) then you or your driver should contact the representative so they can adjust the meeting time.

What happens if I am late or early?

For arrivals, if your scheduled landing time changes the representative will monitor the new time and be ready to meet you when you land. For departures if you know that you are going to be a little early or late arriving at the airport (e.g. because of traffic) then you or your driver should contact the representative so they can adjust the meeting time.

What happens if I can’t see my representative?

In their confirmation E-mail the local service provider will have given a number to call in the event of any issues.

Do I need to tip the representative?

No, you do not, and it is not expected by the representative. But if the service you get is particularly excellent, and the representative has gone out of their way to help you in some unusual way, and if you wish to thank them with a tip or gratuity you can do so, but this is totally at your discretion.

Do you offer services in Domestic Terminals?

In many airports yes. These are quoted case by case depending on the combination of flights, terminals and timings

Do you offer Service for Connection (transit, layover, transfer)?

Yes. What we mean by a connection is an Arrival and onwards Departure from the same airport within 24 hours, without leaving the airport. A connection may involve a switch between domestic and international terminals and areas, re-checking in landside, or using the airside transfer desks.

 

Connections can be very complicated and most require a case by case quotation

Who am I booking with? Who am I paying? Who are you?

Asia Fast Track is the trading name of GroundBooker Limited which is registered and licensed company with offices in Malaysia, Thailand, Indonesia and Singapore and which manages a network of individual meet and assist expert businesses based in and around airports in Asia. The AFT website and portal lets you book direct with a local provider, resulting in lower rates. Ordering, Billing and Collection is centralized. All AFT service providers agree to follow the same procedures, terms and processes.

How many people can be included on my booking?

You can book up to 9. If you have more than 9 passengers in your party you would need to advise us well in advance so we can prepare a special quote.

Are children allowed in a meet & assist party?

Yes, and in most airports there are discounts for infants aged under 24 months

How do I make a change to or cancel my booking?

If you already have your booking confirmation you must E-mail Asia Fast Track or the service provider with the change request as soon as you can. Where less than 48 hour notice is given then a percentage of the price paid may be charged. See our Terms and conditions. If you do not present yourself to the airport representative, or if you decide not to take a service that has booked, there will be no refund or credit for that service.

Do I need to tell you of every little change in my plan?

No. But big changes should be advised. A big change is a change which will affect how, when and where the service you have booked is given. For example a big change would be a change in the named “lead” passenger, in the date of service, of the flight number, or a change in the kerbside meeting time for a departure, or a request for an additional feature (like a porter, buggy, lounge) or an increase in the number of passengers to be served. If in doubt E-mail us.

Are there any other restrictions when I use these services?

Each airport has its own rules and regulations who may sometime supersede the local provider’s own operating procedures. Sometimes there is a temporary security clampdown or similar temporary alert condition ordered. Both of these may effect parts of the usual VIP service. In such a cases, these are force majeure beyond our control.