FAQs Terms & Conditions

1. Terms and Conditions of business – Definitions

“AVIP” means the Airport VIP group comprising Airport VIP Pte Ltd (Singapore) or Panoptica Ltd (Thailand) or PT Indonesia Abadi Semester (Indonesia)  as the case may be and/or their affiliates, subsidiaries, branches, and brands.

“Service Provider” means AVIP or a service provider engaged as a sub-contractor by AVIP, including its respective officers, employees, agents, drivers, representatives or sub-contractors

“Meeting” means the place and the time at which the Passenger is greeted, met, picked up or collected by the Service Provider or its representative/driver

“Client” means person or entity who orders and/or books the Service

“Passenger” means the traveler to whom the Service is given

“Delivery” means the place and time at which the Passenger are finally dropped off, left, or delivered by the Service Provider.

“Service” means the meet and assist, lounge, or transport or other services provided to the Passenger

“Confirmed” means that a written notification has been sent by AVIP (in a Document, Email, or Chat) that the service ordered is accepted. A service order is deemed as having been Confirmed (for the purpose of calculating or applying Cancellation of Change fees) if a payment for that service order has been made and acknowledged by AVIP.

2.Terms Of Use

By using any AVIP website, booking tool or reservation system through which a Service is ordered or is supplied, the Client and/or the Passenger jointly and severally agree to be legally bound by these terms and conditions, including section 12, which shall take effect immediately.

3.Passenger And Client Responsibilities

It is the Passenger’s responsibility, for services beginning at the airport, to ensure that they locate and wait for their Greeter Representative or their Driver at the designated meeting point.

It is the Passenger’s or Client’s responsibility, to ensure that they provide in good time (meaning at least 6 Business Hours before the service Start Time) to us 1. The passenger’s cell number so they can be reached in an emergency before or during a service, and 2. the local contact number for their driver or receiving/send off person(s).

It is the Passenger’s or Client’s responsibility to ensure they have all the correct and valid documents, visas and proofs to allow the Passengers(s) to leave or enter the country.

It is the Passenger’s or Client’s responsibility to provide correct and complete information when booking or changing a service (such as service dates and flight information). AVIP has no obligation or responsibility to check or verify such information is correct and complete.

It is the Passenger’s responsibility, should they not be able to locate their Greeter Representative or their Driver at the start time and/or start place of a service, to call the relevant telephone number as provided by AVIP, before leaving the meeting point or making any alternative arrangements. Failure to do this will be treated as a “no show” or “service declined”.  In such case it is recommended for complaint resolutions that the Passenger take a picture of the meeting area (if a greeter cannot be seen), and image of any calls or messages received  and a note of the local time line.

It is the Passenger’s or Client’s responsibility to advise AVIP of any circumstance that will alter the Booked meeting time and meeting place. For example if the Passenger’s flight is re-timed or cancelled before it departs, or a progressive or rolling delay to the departure time of the Passengers flight occurs before boarding, or a flight is changed to a different flight number and/or a new carrier, or if the Passenger will be early or late for a pick up or kerbside greeting, they should communicate this information to AVIP.

It is the Passenger’s responsibility, for car services beginning from their accommodation, or a hotel office or public place, to ensure that they are waiting at the designated meeting point at or before the designated pick-up time.

It is the Passenger’s or Client’s responsibility, for car or meet and assist services, where they have more than one large or two medium size checked luggage, or their bags are very heavy or very large, to ensure they inform AVIP when they book so that a large enough vehicle is booked to accommodate all luggage; and/or that sufficient additional staff or porters are engaged to handle the bags, where and if permitted. If the Passenger brings luggage that cannot fit in the vehicle ordered, or cannot be moved by the greeter and any booked extra staff or porters, then the Passenger will be liable for any additional costs incurred in transferring their luggage in a baggage van or in a larger or an additional vehicle; or moving it around and through the airport.

It is the Passenger’s or Client’s responsibility to choose and book a Service start time that allows sufficient time for the journey to take place, or the check-in formalities to be completed before a flight is closed by the airline carrier.

It is the Passenger’s or Client’s responsibility, if travelling with babies, infants or toddlers, to ensure that they request and/or bring and fit, the correct child/infant car seat if they require one.

It is the Passenger’s responsibility to declare dutiable or prohibited goods (including large amounts of cash) to Customs officials and to push or carry bags through customs checks, and to engage or order a licensed porter to do that  if additional help to bags past Customs checks is required.

It is the Passenger’s  responsibility to have the booking confirmation e-mail and/or booking reference number with them when they travel to enable the service provider to verify their booking.

It is the Passenger’s responsibility to comply with all requests relating to airport safety and security and to comply with all reasonable directions, instructions or orders given or issued by any employee of the airport, the greeter or AVIP whether verbally or in writing.

THE CLIENT, BOOKER AND/OR PASSENGER AGREE (i) TO INDEMNIFY AVIP AND ITS SERVICE PROVIDER AGAINST AND (ii) TO HOLD HARMLESS AVIP AND ITS SERVICE PROVIDER  FROM,  ANY PENALTY, LOSS, DAMAGE, CLAIM, COST OR EXPENSE WHICH AVIP OR ITS SERVICE PROVIDER MAY INCUR DIRECTLY OR INDIRECTLY AS A RESULT OF ANY BREACH OF THE AFOREMENTIONED REQUIREMENTS IN THIS SECTION 3

4.Service Modifications

AVIP may engage a third party sub-contractor, referred to herein as a ”Service Provider”, to perform all or any part or parts of the Service. The Service will begin at the booked start time. The Service will end when Delivery of the passenger is completed. AVIP and its Service Providers will endeavor to ensure Delivery at the time and place specified by the Passenger or in the booking, but the exact time and exact place of Delivery cannot be guaranteed and shall not be of the essence.

5.Pricing & Inclusions/Exclusions

Price quotations and price tables may change without notice until a booking is Confirmed.

A payment collection charge (typically 4%**) may be added to the invoice as part of the Processing Fee where payment is made online with a charge, debit or credit card or where using a PayPal account.  This payment collection charge will not be applied to invoices that are paid by wire or transfer, however all wire, transfer and bank fees incurred are to the account of the party that is paying.   **For avoidance of doubt the remaining 5% (of the usual 9% Processing Fee) will still be charged even if a card is not used to pay.

The base price which is shown or quoted at the time of booking will include all knowable charges for the Service that is being booked. If the Passenger directs the Greeter Representative, the Driver, or AVIP to change the booked Service, or if the Service start time or Delivery time is delayed, then additional charges may apply including  but not limited to (i) “out of hours” surcharges if the Service then takes place all or in part outside the Service Provider’s normal operating hours; and (ii) extended service period

Where a passenger chooses and books an “add-on” to the main meet and assist service (such as an electric buggy, lounge use, a baggage assistant, an inter-terminal transfer, a Visa on Arrival, private tarmac transfer) AVIP will endeavor to provide the booked add-on, but if it is not needed or is not operationally possible (eg due to change of gate) or is not permitted due to airport rules or lawful instruction by a airport official, or due to a lack of time (as time is of the essence), or other operational reasons this is not a service failure and no refund for the unused add-on will be given.

AVIP prices do not ever include health check or quarantine related fees, foreign departure, security, port charges, parking fees, customs, immigration, agricultural, passenger-facility charges or international transportation tax. Unless or unless explicitly confirmed as included, AVIP prices do not include baggage or personal travel insurance, visa fees or passport stamping fees.

AVIP prices for an arrival or a departure includes 2 consecutive hours of service,  which period of time starts when the flight arrives or – for departures – two hours before the flight is scheduled to depart.

AVIP prices for connections – meaning assistance between two flights in the transit area or involving immigration – includes 2 consecutive hours of service, which period of time starts when the arrival flight actually arrives and ends when the departure flight is scheduled to depart.

Additional charges may be payable for extended service time beyond the two consecutive hours that is allowed for  above.

6.Payment

The amount charged by AVIP will be the amount due in the currency used for the booking, which is normally USDs.  AVIP cannot know or influence the exchange rate and policies that are applied by the Passenger’s or Client’s bank or card merchant or the payment gateway in determining the final charge made.

AVIP may take whatever steps it reasonably believes to be necessary (i) to protect the Passenger’s or Client’s card details that might be in AVIP’s possession from misuse; and/or (ii) to protect itself and its Service Provider from any delay in receiving payment for a completed Service. Such steps may include pre-authorizing the charge and verifying the card details and the card’s available credit limit.

If the Card Company does not authorize the transaction, the Client agrees to make immediate payment to AVIP at the Client’s own cost by using a different card or payment method. The Passenger and Client agree that no payment properly payable and due to AVIP from the Passenger or Client will be withheld by the Passenger or Client in respect of any claim or alleged claim by the Passenger or Client against AVIP or its Service Provider howsoever arising and whether by way of set-off, counterclaim or otherwise.

If the Passenger or Client make an unjustified charge-back then AVIP will charge a US$300 malicious or mischevous charge back penalty fee and may report unjustified chargebacks to ChargeBackProtection.org and other similar organizations. Examples of unjustified chargebacks are (i) if the cardholder issues an erroneous, frivolous, mistaken, false or unjustified complaint, (ii) if a the cardholder starts an unwarranted dispute with their card company, (iii) if the cardholder refuses to pay for a properly delivered Service and any charges thereto, (iv) if the cardholder refuses to pay properly due amendment, cancellation or no-show charges.

If full payment for a completed,  Cancelled or Major Changed service is not received after AVIP has requested it,  AVIP reserves all it rights to obtain that payment by whatever lawful means it deems appropriate, including but not limited to seeking payment from the passengers when they next pass through an airport or contacting the passengers and/or their bookers, staff or other connected party by E-mail, text, phone or other channel to make arrangements for collection.

7.Amendments, Cancellations and Refunds

The total price paid for a Service usually consist of two parts: (1) the Service Fee (the cost of the actual service) and (2) a “Processing Fee” (our cost to arrange the Service and collect its payment) total of which is usually 9%.

If a Major Change or Cancellation request is received by AVIP less than 48 hours before the Service Start Time, there will be a “late change fee” or “late cancellation fee” of up to 100% of the fee paid or due.

If a Major Change or Cancellation request is received by AVIP more than 48 hours before the Service Start Time then the Service Fee paid will be refunded in full. The Processing fee will not be refunded.

If the cancellation is made by AVIP because AVIP cannot provide the Service for some reason, then AVIP will also refund the Processing Fee unless the Service was a “short notice” request (one that was made less than 48 hours before Service Start Time) in which case the Processing Fee will not be refunded.

AVIP will try and assist with “short notice” orders. If a Major Change or Cancellation is made to a “short notice” order after we have acknowledged it and agree to try and arrange it then,  whether we have finally confirmed it or not, our normal Terms and Conditions will apply to the order.  In the event we cannot confirm a “short notice” order, we will make a full refund of the Service Fee (but for avoidance of doubt not the Processing Fee).

If as a result of the voluntary or involuntary Change additional waiting or driving time, additional toll or parking charges, night surcharges or other unanticipated costs are due then the Driver/Representative will inform the Passenger that an additional charge is/will be payable; and will require the Passenger to sign a form accepting that additional charges is / will be due. In the event that the Passenger is unable or unwilling to pay or consent to such additional charges, then (i) the Service Provider may refuse to perform the Service or the requested Change to the Booked Service, and (ii) AVIP may charge the Passenger of Client an additional amount properly due.  Examples of a voluntary Change to the Booked Service include the passenger bringing additional guests, requesting stop offs, drop offs or asking the Driver or Representative to wait whilst the passengers shop or do some similar activity.

The Service is specific to the passenger(s) named at the time of booking. It is not normally transferable to another person (i.e. no name change is allowed) especially where border control approval has been submitted and obtained for the named passenger(s) taking a specified service.

A Major Change (as defined below) or Cancellation of a Service that is received by AVIP more than 48 hours before the local service start time will not incur a change fee or cancellation penalty and/or will be refunded in full.

Any Major Change or Cancellation for a service that is received less than 48 hours before the service start time will incur a late change penalty or fee of up to 100% of the service price. The decision by a passenger not to travel on a flight due to a change in health requirements will be regarded as a passenger Cancellation. The decision by the airline or an airport border control authority to refuse permission for a passenger to leave or enter a country resulting will be regarded as a passenger Cancellation.

A passenger’s inability or unwillingness to conform with and/or get required visa, health or other documentation needed for departure, transit or arrival will be regarded as a passenger Cancellation.

A “No Show” or short notice cancellation by the passenger or booker, for whatever reason including but not limited to missed, delayed or cancelled connecting flights feeding on to the booked flight, cancellation of the flight by the airline, denial of boarding, a heavy delay leading to a voluntary or involuntary flight change, passenger sickness, bad weather, volcanic eruption, or any other Force Majeure event, industrial action, re-routing, re-timing, diversions, operational/technical delays, and any delay of more than 3* hours from the STA or STD (more than 2* hours in Japan airports) will be regarded and treated as a  Cancellation, with no refund

A “Major Change” is an amendment which results in the need for us to re-book a service. It includes, but is not limited to, (i) a change of date (ii) a change of airport (iii) or change of service start time of more than 3 hours (iv) a change of flight number requested less than 3 hours before scheduled flight time (v) a change of terminal (vi) a change of airline or flight that makes the intended service impossible or materially different, (vii) a reduction in the scope or value of the service and/or the number of passengers being served

Refunds of bookings that are requested within 180 days after of payment being received will be made provided that the Client or Passenger has paid in full and that the booking was made with a fare that is eligible for a refund.

If the request for a refund is received more than 180 days after payment was received AVIP will normally provide a non-refundable credit note to the value of the full amount of the refund due.  The credit note will be valid for one year, and will be transferable to a third party to use.  The credit note can be used for any new booking with AVIP.

In the event that both parties agree to a non-standard method of refund, all refund costs incurred by AVIP (e.g. wire /bank fees, transaction/exchange costs) will be deducted from the amount refunded.

The “Service Start Time” is the airline’s scheduled time of arrival (STA) or scheduled time of departure (STD)

Normal Business Hours: It is the Passenger’s or the Client’s responsibility to let AVIP know by E-mail of any change to their booking, including if a flight is retimed or cancelled for any reason. Any such change notification that is sent by E-mail to AVIP during our Normal Husiness Hours will be deemed as received at the time it was sent.

AVIP’s Normal Business Hours are 08:00am – 23:59pm Singapore Time. Any change notification that is sent to ATF outside our Normal Business Hours will be deemed as being received at 08:00am (Singapore Time) on the next day.

Extra Passengers and additional services: Unexpected additional passengers will normally be served if requested by the booked lead passenger, where possible, where allowed by border control, and providing the local service provider has:

– a verifiable request for the additional services as evidence (that could be an email, a text message or a signed form);

– and which request is signed by a named person (that could could be a passenger, security staff, tour manager, a local agent, a translator or guide);

– and which person has the authority to incur extra charges to ne (payable by the booked and expected clients)

However, in some airports, where it is required to have advance approval for each named passenger from border control officers for the VIP service, it will not be possible to serve unexpected guests, and any impact on the expected guests is regretted but does not constitute a service failure

Where last minute additional passengers are served,  the rate applicable to the unexpected additional passenger or passengers will be the published rate for that number of additional passengers for example if there are two unexpected extra passengers, then the additional charged will be the normal two person rate.

Unavoidable changes: AVIP is not responsible for the impact of unavoidable changes or acts of nature occurring 48 hours or less before the service start time (i.e. cancelled, delayed, retimed or diverted flights, or due to Force Majeure events) whether or not due to weather, air traffic, or flight cancellations, and that results in delay, re-routing, missed connection, cancellation, and/or knock on effects.

Special local terms: In some airports, local terms and condition will apply.  These will be advised during booking and will supersede our standard terms and conditions.  In Hong Kong: Any change of flight or service made within 12 hours of service start time will incur a charge of 25% of the changed service. In Hong Kong a 100% surcharge will apply and be payable if the service is given whilst the Typhoon 8 signal is hoisted. In Indonesia Special cancellation terms and charges apply for Police Outrider and Executive Protection services. In Japan if a flight is delayed by more than two (2) hours it will be treated as a full charge cancellation.

Local Airport Contact Numbers: as a courtesy, we will endevour to provide a local contact number (and where possible a name) that may be called in the case of an urgent and important issue arising around the time of service, unless the airport partner has requested that we not do so. Provision of this local contact number is a courtesy, is not a contractual obligation on our part, and is not part of the Service being provided.

Insurance: AVIP strongly recommends that the passenger(s) purchase(s) a comprehensive travel insurance policy prior to departure covering charges the passenger will incur in the event of delays, cancellations or voluntary or involuntary changes to flights, changes in airport conditions, extended driving times and lost or damaged baggage, or repatriation.

8.Complaints & Disputes

Any complaint or dispute regarding the supply of a service must be notified to AVIP in writing by email within 10 days of the date the booked Meeting time and with sufficient detail about the issue to enable AVIP to make a proper investigation. That investigation may take several days or longer to complete.  AVIP will acknowledge and start the investigation immediately. AVIP has the right to request and see passenger or booker cell phone call record (number and time) and SMS texts (message) or other images where these form part of a complaint.

9.Declarations

The Passenger acknowledge that they have, or when booking shall be deemed to have, read, understood and accepted these Conditions, and will  hold AVIP harmless from the consequences of any illegal or prohibited action or behaviour by the Passenger during the period of the Service. The Client accepts that it is its responsibility to communicate these Terms and Conditions to the Passenger(s).

The Passenger and Client acknowledge that they have not entered into booking contract relying upon any representation properly made by or on behalf of AVIP and have not relied upon any correspondence, web content, written or verbal statement or sales literature issued by a third party independently or on behalf of AVIP. The Client and Passenger acknowledge that these Terms and Conditions, subject to and together with any variation agreed in writing between a Director of AVIP and the Client or Passenger, shall constitute the entire contract between AVIP and the Client or Passenger and shall override or supersede any previous contract or arrangement between AVIP and the Client or Passenger and in particular shall operate to the exclusion of any terms and conditions at any time imposed by the Client or Passenger in writing or verbally, and shall supersede any earlier version of these terms and conditions.

10.Disclaimers & Limitations Of Liability

AVIP accepts no responsibility for the cost, loss or damage to any luggage or property transported during the Service, howsoever such a loss or damage may be caused. The full liability of AVIP to the Passenger or Client under all and any circumstances including non-performance shall be limited to a sum equal to two times the charges paid to AVIP by the Passenger or Client for the Service affected.

Under no circumstances will AVIP or its agents, affiliates, Service Providers, suppliers, and/or distributors be liable for any of the following losses or damage (whether such losses where foreseen, foreseeable, known or otherwise): (a) loss of data; (b) loss of revenue or anticipated profits; (c) loss of business; (d) loss of opportunity; (e) loss of goodwill or injury to reputation; (f) losses suffered by third parties; or (g) any indirect, consequential, special or exemplary damages arising from the use of the AVIP web site(s), AVIP booking systems or AVIP Products or Services regardless of the form of action.

If AVIP or Service Provider should be found liable for any loss, injury or damage which arises out of or is in any way connected with any of the herein described functions, AVIP’s or Service Provider’s liability shall in no event exceed the maximum insurance cover held by AVIP or Service Provider, whichever is the lesser.

Force Majeure: AVIP will not be liable for its or its Service Provider’s failure to perform obligations and/or any cost, loss or damage which results directly or indirectly from any cause or circumstance which is beyond AVIP’s reasonable control. Without limiting the generality of the foregoing, the following shall be regarded as such “Force Majeure” circumstances: explosion, fog, flood, extreme weather, typhoons, cyclones, hurricanes, fire, epidemic, major road closures, state/diplomatic visits; war, hostilities, embargo, blockade, invasion, riot, revolution, civil disturbance, or acts of terrorism, strikes, lockouts or boycotts, labor dispute (but not of Service Provider’s own workforce) which involves stoppage of work; acts or restrictions or regulations or by-laws, revocation of or refusal to grant a license or permit, seizure under legal process, prohibitions, or measures of any kind on the part of any governmental or regulatory authority (including a bona fide airport authority), or temporary suspension of access to any part of an airport where access is required to provide the Service, or failure of a utility service (including but not limited to electricity, gas, water, internet, or telecommunications) or due to changes in health related or quarantine rules.

11. General

AVIP will only arrange the Services for Clients and Passengers subject to these Conditions. AVIP and its Service Provider reserve the right at their absolute discretion to refuse to provide the Service to any Client or Passenger at any time. If a service is prevented or hampered by a Passenger refusing or being unable to comply with a reasonable and lawful request by the greeter or by an airport official, this will not be regarded a full or partial service failure. Any authorized waiver by AVIP or Service Provider of any breach by the Client or Passenger of these Conditions is limited to that particular breach. A delay by AVIP or Service Provider in acting upon a breach shall not be deemed a waiver.

These Conditions may be varied by AVIP from time to time without Notice. The subsisting and applicable Conditions are available on request and are posted on the AVIP group website www.asiafasttrack.com.

A person who is not a party to any contract governed in whole or in part by these Conditions (save for any officer, employee, agent, representative or sub-contractor of AVIP) has no right to enforce or have the benefits of any term or conditions.

The terms contained in each clause or sub-clause of these Conditions are separate and distinct. Each may be enforced separately. The parties agree that if any clause or sub-clause shall be adjudged void or ineffective for whatever reason, but would be adjudged valid and effective if part of the wording thereof was deleted, the clause or sub-clause shall apply with such modification as may be necessary to make it valid and effective and shall not invalidate any other Conditions.

AVIP reserves the right to record any telephone conversation with the Passenger and to make use of any such recording in any proceedings.

No data transmissions over the internet can be guaranteed to be 100% secure. As a result, while AVIP strives to protect your personal information, AVIP cannot ensure or warrant the security of any information you transmit to is via the internet, and you do so at your own risk. However once AVIP has received your transmission, it will use its best efforts to ensure its security on AVIP operated systems.

Airport VIP Pte Ltd is incorporated in Singapore.  Panoptica Co Limited is incorporated in the Kingdom of Thailand. PT Indonesia Abadi Semesta is incorporated in the Republic of Indonesia. These Conditions shall be subject to the Laws of Singapore and the parties hereby submit to the non-exclusive jurisdiction of the courts in which the Service is performed.

Use of our websites and booking tools are subject to these terms and conditions.  The content of the pages of this website is for your general information. It is subject to change without notice. Neither AVIP nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors. We expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law. Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements. This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions. All trade marks reproduced in this website which are not the property of, or licensed to, the operator are acknowledged on the website. From time to time this website may also include links to other websites; these links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s). AVIP collects personal information when you register with AVIP, when you use  AVIP services, and when you use or enquire about our services. AVIP may use this information to fulfill your requests for services and to contact you by email with news or special offers. You may opt out of such receiving such emails by emailing us. AVIP does not rent, sell, or share personal information about you with other people or non-affiliated companies except to provide the products or services you’ve ordered and paid for. Please see our Privacy Policy for your rights under GDPR. Your use of this website and any dispute arising subject to the laws of Singapore.

Version – July 2025 CP