FAQs || Terms and Conditions
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 your passing through the airport.
Executive or 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.
Executive or 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.
Executive or VIP Connections/Transit: you will be met near the air-bridge, escorted to and through any visa, quarantine, transit, security,and any 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.
It is a start to end escorted service, always performed in the restricted airside CIQ (the Customs, Immigration & Quarantine) area of an Airport. The services typically include:
- being met at the aircraft gate or the kerbside
- being assisted quickly at immigration, visa on arrival, quarantine, and security
- having an escort through customs, during check in and to the boarding gate
- getting help transferring between gates, desks and lounges for connections
- having a personal assistant all the way between the airplane and a car.
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.
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 local greeter will use whatever channels, lines, local knowledge and local connections they have and can access 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.
This is a fee that is applied to all bookings made through our online reservations tool or by e-mail. The fee covers the cost of processing your card payment, and the administrative handling, coordination and management costs and expenses associated with organizing your service. As this work is done and the costs are incurred in advance then if you cancel your order the 9% Processing Fee is not refundable.
Yes. We only used licensed local partners and local agents who have the necessary airport security clearances, approvals and passes to work inside secure non-public areas needed in order provide the services that have been booked. All services are properly pre-ordered and pre-arranged: and cash is never paid by us to staff or to officials at the airport.
It depends on the particular airport and on what you request. Not all airport have porters, buggies or VIP lounges. Where they are available to be pre-booked 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 as an optional extra “add-on”.
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 “tube” (i.e. somewhere between airplane door and the terminal building). Alternatively – if the airplane has parked at a remote location on the apron and a bus is used to transfer you from the airplane to the terminal busilding – they will wait with a sign at or near the entrance (the “bus gate”) at 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 airline’s 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.
For arrivals, if your scheduled landing time changes the representative will monitor the new (actual or estimated) time and be ready to meet you when you actually 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.
In the confirmation E-mail the local service provider will have given a number to call, or emergency contact chat link, in the event of any issues. If you cannot see them, it will help your case if you can take a photo of the gate area, illustrating that your greeter was not waiting.
No, we do not pay commissions or booking fees
In most airports yes we do. These are quoted case by case depending on the combination of flights, terminals and timings.
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 quite complicated and may require a case-by-case quotation by our booking staff.
Fast Track is a trading name of Airport VIP Pte Ltd which is a registered and licensed limited liability business incorporated in Singapore. It manages and engages a network of individual meet and assist expert businesses based in and around airports in Asia, the Middle East and Africa.
The Fast Track website and booking portal lets you book direct to a local provider, resulting in lower rates. Ordering, Billing and Collection is all managed and centralized. All Fast Track service providers agree to follow the same procedures, terms and processes.
We usually have pre-calculated prices for up to 6 people. If you have more than 6 passengers in your party, or if there are children, you would need to advise us well in advance so we can prepare a special quote.
Yes. in most (but not all) airports there are discounts for infants aged under 24 months. In a few airports there are also discount for Children aged 3-12 years; and there may also be “Family Group” rates, for groups containing children and passengers having the same surname (family name).
If you already have your booking confirmation you must E-mail 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 are not on the booked flight, do not present yourself to the airport representative, or decide not to take advantage of a service that has been booked, there will be no refund or credit for that service.
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. Please also see our terms and conditions about “Major Changes”.
Government health departments and each airport have their own rules and regulations which may sometime supersede the local provider’s normal operating procedures. Sometimes there is a change of rules, temporary security clampdown or similar 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.
Yes. You can book for anyone else by entering the passenger’s details in the booking form or email order.
We will send you an e-mail order confirmation (with complete details) and later a formal confirmation with local greeter and/or local contact information. You will need to check these carefully and inform us of any errors
In many airport we need an image of one (occasionally all) of the passengers’ passports: this is to register for and pre-clear fast track at border controls with the airport and border officials. Also we may need it for age verification (for children or infant discounts) or for recognition by the airport staff.
Your personal details are only to be used to make your booking faster. Once a booking is done with us, some of these details will be provided to the service provider who will fulfill your booking. Your personal details will NEVER be sold, shared with or given to other unrelated businesses. For more information, refer to our Privacy Policy.
You can cancel most bookings more than 48 hours before commencement of the services and receive a refund of the Service Fee. If you cancel a booking less than 48 hours before the flight STA or STD no refund will be made.
If you are not on the booked flight and/or do not claim your service from the greeter who is waiting to welcome you, then it will be charged in full with no refund or credit.
Your refund will be processed promptly (usually within 24 hours) back to the original mode of payments, typically to a credit, debit or charge card. We will refund the USD due – are not responsible for any exchange rates variation, card or bank charges deducted by your bank or card company from the USD amount we refund.
Using one major world currency to make it easy for bookers to understand and compare prices.
Please email us to make amendments. Amendments made to normal Bookings received less than 48 hours before the STA or STD of the flight may incur an amendment fee.
Yes. If you want to make a booking within 48 hours of the STA or STD of your flight, please email us. We will then check if the change can be accommodated and/or if there will be any “short notice” surcharges due (in addition to the normal fee).
You can book through our website at www.asiafasttrack.com or send your request via email. We will describe the service and quote you, and when you confirm your order will sed a payment link
Payment is due before the service is given. We use the STRIPE payment gateway to generate your invoice/bill. You can enter your card details into the highly secure STRIPE system. We cannot see the card deatils and we do not store this private information. For large orders you can wire payment to our bank.
Our staff monitor the actual time of arrival (or departure) and in most cases they can extend or delay the service (a reasonable amount of time) until the actual arrival or actual departure time. However in some airports there are local rules and restrictions about the length of time they can wait without additional charges being due. These will be explained during booking
No. It is not encouraged nor is it required. However, it is not prohibited – sod if you feel you have received extra special service and help from the local staff you can tip them and/or tell us
In most cases our local representative will be carrying a name board with the passenger/party’s name on it, or an agreed aliaa or code word. Sign board names cannot have branding added, and should be distinctive… paging for common names like “John” or “Mr Kim” might lead to someone mistakenly trying to claim your service
Our local representatives are not insured to carry baggage, and/or may not be allowed to touch checked bags for an international arrival before they are cleared by customs officials. In many airports we can pre-arrange and pre-pay porter service. If this is not possible our local representative will be pleased to help and/or arrange a licensed porter, for which local payment may be required. Please check the service notes as you make the booking to understand what is included and allowed with regard to baggage assistance (porterage) of checked bags. For hand-carry baggage, many Airports stipulate that passengers must keep their hand baggage with them and under their control at all times – which means that greeters cannot assist with hand carry in the transit/secure areas.
Almost always no, they cannot do that. Under current legislation and rules access to airside (transit) areas is severely restricted, especially for international transit areas. If the passengers require security protection (eg if they are well known celebrities or important officials) then this can be arranged with airport security staff for an extra cost.
If you have booked a departure service and will be late reaching the airport, please inform your greeter on the number we have provided. We will not be responsible for the consequences of a missed flight: if the airline check in or transfer desk closes a flight for check in before you get there you will likely be offloaded or denied boarding.
This can be very complex. In general, if both flights are using scheduled commercial airlines (not low cost, point to point airlines) then providing you get your checked labelled (tagged) through to your final destination, you will not have to collect you bags and pass into the transit country. But we will advise more when we know the airport and flights
If it is an international to domestic connection, most usually you will collect your bags and pass them through customs inspection at your international arrival airport. If it is a domestic to international connection, quite often your bags will be checked though onto the international flight. But the devil is in the detail and we will advise case by case.
Any online payments made in us are processed through STRIPE which a highly secure payment global card processing gateway with full SSL certification. We never request and we do not know or keep your sensitive card information. The parent company Airport VIP Pte Ltd is incorporated in Singapore and its registration details and officers are publicly available from Singapore’s Corporate registry
You may use our online booking tool 24/7 to book and pay; or you can communicate by e-mail with us and we will create an invoice and payment link
Like Airlines, we require full payment for the service in advance It not possible to pay in cash or using digital crypto currency
No, all services are prices and billed in USD.
No, all services are prices and billed in USD.
Yes, we are a one-stop-shopping services We serve over 300 airports around the world. You can book any and all with us.
Passengers travelling alone and who are under the age of 18 (“unaccompanied minors”) will only be accepted often a case review. This is because, for example, some airport lounges will not permit unaccompanied minors entry due to alcohol availability; some airlines will not release unaccompanied minors to the care of local greeters. Also, it may not be possible to serve certain nationalities who require visa on arrival or special routing at immigration. We may not be able or allowed to assist passengers with special needs or medical conditions. In all cases we will review the special request and let you know
Rates vary a lot – it depends on the airport, the level of service wanted, the time of day, the date or day of the week, and when they are being booked. When we quote you all these factors will be considered and explained
The rate quoted is inclusive of all GST/VAT taxes. But it does not include local airport departure/arrival tax, visa and immigration fees & charges, excess baggage charges, etc etc
We will supply you with the mobile number of your local greeter or their duty manager in advance. If you cannot locate your greeter, you must call number(s)to try to locate them or tell them where you are.
Only if you are there…Passengers must be physically present at some point during departure for ID verification by airline staff – it’s a legal and security requirement.
Generally no, unless it is a VIP service that is given in a special terminal or lounge. We don’t include a lounge as (i) for departures, many passengers already have access to an airline or a membership lounge; and (ii) for arrivals most passenger want to get through and out as quickly as possible, so a lounge on arrival (if even it is available – and in some airports it isn’t) is of little added value.
Yes, we have “Elite VIP” options in many airports. These high level (and so expensive) services may include use of a separate facility or or terminal, tarmac transfers form or two the airplane, private VIP suites, and of course special customs, security and passport clearance. It means that that Elite VIP passegers will pass through the airport without having to walk in the regular, public areas, so giving VVIPs enhanced privacy and security.
Yes, we can engage airport or police security staff and/or close protection guards to help. Our agents can request special entry or exit routes, or have a private lounge areas arranged, and of course they know the best ways to avoid unwanted disturbance.
No. If you require a wheelchair, you should contact your airline and ask to have a wheelchair added to your passenger record (PNR). However, our greeter will liaise with the airline and make sure they have remembered to arrange a wheelchair for you.
Case by case we can arrange or recommend these services in some locations. But we are Meet and Assist specialist, and there are many good airport taxi services, limo/chauffeur companies, or hotel car services who can provide or arrange ground transportation for you. The exception to this is where you want to be driven between distant airports or terminals as part of a connection. Then we can help arrange this “inter-terminal” or “inter-airport” transfer
TERMS & CONDITIONS (“TERMS”)
BEFORE USING OUR BOOKING PLATFORM, SUBMITTING ANY ENQUIRY FORM OR USING ANY OF OUR SERVICES, IT IS IMPORTANT THAT YOU CAREFULLY READ ALL THE BELOW TERMS, INCLUDING COMPLIANCE WITH LOCAL REGULATIONS, YOUR RESPONSIBILITES, AMENDMENT CANCELLATION & REFUND POLICIES, AND OUR LIMITATION OF LIABILITY.
IF YOU DO NOT AGREE TO OUR TERMS, PLEASE AVOID USING OUR BOOKING PLATFORM.
Index of Terms
- Definitions
- Basis of Agreement
- Compliance with Local Regulations
- Booking Confirmations
- Your Responsibilities
- Fees
- Payment
- Amendments, Cancellations & Refunds
- Limitation of Liability
- Indemnity
- Complaints Procedure, Disputes & Applicable Law
- Privacy & Cookies
- Intellectual Property
- Updates to Terms
- Definitions Dictionary
- Definitions
1.1 Some capitalized words used in these Terms have specific meanings. Please refer to the Definitions Dictionary in clause 15 at the end of these Terms.
- Basis of Agreement
2.1 By submitting an order to us (whether through our booking platform, via email, chat message or call), or using our services, you and anyone you are making a Booking on behalf of, are deemed to have accepted and agreed to these Terms.
2.2 Any additional terms contained in our Confirmation will also form part of our agreement with you, and by proceeding with our Booked services, you are deemed to have accepted and agreed to such Additional Terms.
2.3 Once we have received your order, we will send an official booking form or e-mail to you for your checking and confirmation of all booking details. This, together, with any amendments or corrections you inform us in writing, will constitute the final “Booking Form”.
2.4 If you have booked any add-on services (such as, without limitation, limousine transfers, visa on arrival, airport buggy, airport porter services, airport lounges or personal security services), there will be additional add-on-service-specific terms (“Add-on Service Terms”). Add-on Service Terms can be found here or will be included in the Booking Form.
2.5 The Booking Form, these Terms, Additional Terms, Add-On Service Terms (if any) and our Confirmation, and any variations to the Booking Form Confirmed by us, constitute the entire agreement between us (“Agreement”).
- Compliance with Local Regulations
3.1 Our services are not intended for, and are not be used by you or any accompanying individuals as a means of, avoiding any mandatory official measures, or to circumvent any local laws or regulations such as passport control, passenger screening and customs clearance.
- Booking Confirmations
4.1 All submitted orders are only binding on us when we have issued you an official Confirmation and you have paid us the Booking Fee in full.
- Your Responsibilities
5.1 You are responsible for :
- ensuring accuracy and completeness of all information provided in the Booking Form and all subsequent amendments (if any), including (without limitation ) full names as shown in the travel documents of you and all accompanying individuals, flight details, contact details, number of accompanying individuals, ages at time of travel of any children who are enjoying a discounted rate and pieces of checked-in luggage;
- ensuring your passport has at least six(6) months validity before expiry, that you obtain all required travel approvals, permits or visas in good time, and that all travel documents, travel approvals, permits or visas for entering or departing the country in respect of which you are booking the services for are valid and correct;
- in respect of a departure-related service, booking a service start time and reaching the airport with sufficient time for all check-in, transfer, border control and custom clearance processes to be completed in time to enable you to board your scheduled flight;
- if travelling in a car that was arranged by us with infants and/or children, ensuring that you bring your own, or pre-book, a suitable infant/child car seat as required by law, or if there are no such legal requirements, then an infant/child car seat that is per your preference;
- checking the customs regulations of the country you are travelling to/from, to ensure you are not bringing in or taking out prohibited items (such as, without limitation, large amounts of cash exceeding permitted thresholds), and that you declare dutiable items, and all restricted or declarable items (such as food, goods and cash) to customs officials;
- carrying/pushing all your own luggage through customs checks (or engaging a licensed porter if you need assistance with that);
- meeting your local airport greeter or limousine driver (as the case may be) at the pre-designated meeting point and the agreed time, and contacting them if you are delayed for any reason or are unable to locate them;
- complying with all rules relating to airport safety and security, and all instructions (whether oral or written) given by any airport official, our representatives or your local airport greeter; and
- ensuring that you provide to us at least : (i) twenty-four (24) hours before the Service Commencement Time, the lead passenger’s mobile number so we can contact them in any contingency; and (ii) four (4) hours before the Service Commencement Time, the local contact number for the lead passenger’s driver, or receiving/send-off person(s).
5.2 Your local airport greeter’s and/or limousine driver’s and/or emergency contact details will be provided to you prior to the commencement of your booked service. If you do not follow our cancellation policy, or do not contact them to advise that you are delayed or unable to locate them (as the case may be) before making alternative arrangements for yourself, this will be treated as a “No-show” and no refunds will be provided.
5.3 If the information in the Booking Form is inaccurate in respect of the number of accompanying individuals or luggage, we have the right to charge additional fees on a per extra person or bag basis. Further, where the booked services include limousine transfers, we are not responsible if a larger vehicle is not available to accommodate the extra people and luggage, and we have the right to charge additional fees to cover the costs of extra vehicles or larger vehicles, and also charge a Last-Minute Fee for being required to make such provisions at the last minute.
- Fees
6.1 Additional fees may be chargeable for services to be provided during the overnight period on a public holiday in the relevant destination city, or during a major event at the destination city such as (without limitation) Air Shows, Formula 1 or the Olympics. Please click here for more information regarding the “overnight period” for each airport and/or they will be advised during the ordering process.
6.2 Fees quoted for arrivals, connections and departure services are for a service period of two (2) consecutive hours, unless otherwise stated in our Confirmation : (i) with respect to arrivals, this is effective from the scheduled flight arrival time stated in the Booking Form; (ii) with respect to departures, this is effective from two(2) hours prior to the scheduled flight departure time stated in the Booking Form; (iii) with respect to transits/connections, this is effective from the scheduled flight arrival time stated in the Booking Form.
6.3 If the actual service duration is extended beyond the service periods explained above, irrespective of the cause (including without limitation flight delays or re-routing, delays with obtaining a visa, border control clearance, customs queues, baggage arrival delays or loss), an additional fee of up to one hundred percent (100%) of the original Booking Fee is payable for every extension of 2 hours or part thereof, provided that we are not obliged to extend our service period where the flight delays are more than two(2) hours, or where we have not been informed by you of flight delays.
6.4 Where limousine services have been booked, you will need to pay additional fees for any extra stops, drop-offs and waiting time (other than waiting time within fifteen (15) minutes from the booked pick-up time, or sixty (60) minutes from the scheduled flight arrival time or updated scheduled flight arrival time that you have informed us about). The additional fees varies according to jurisdiction. Please click here for more information regarding the various limousine-related additional fees and surcharges.
6.5 In addition to the fees explained above, some jurisdictions also have local condition specific surcharges, such as (without limitation) inclement weather fee. To the extent known to us in advance, our Booking Fee, which is payable by you in advance, will include all such surcharges. However, where the nature of some charges cannot be known to us in advance as they would arise only upon the occurrence of certain contingencies (such as, without limitation, inclement weather fee), we will inform you as soon as we are aware and you will need to pay such surcharges within twenty-four (24) hours of our advice to you. More information regarding the various local jurisdiction surcharges can be found here .
6.6 Our Booking Fee does not include payments due from you for airport taxes, entry visas, customs fines, or any other sorts of payments due to any border control, customs, health or quarantine authority. Payment of these are all your own responsibility.
6.7 Our fees undergo revisions from time to time to take into account rising costs and changing circumstances. If you make a Booking more than six(6) months in advance, there is a possibility that we may have to reach out, even after the Booking has been confirmed, to inform you about adjustments in fees due to conditions in your destination city. In such event, you will have the option to either cancel the Booking and receive a refund or continue with the Booking by paying the difference in fee within the time specified in our communication.
- Payment
7.1 For all services, we require full upfront payment which will be taken when you make your order, and such order will only be considered confirmed when we have received your required payment in fully cleared funds and issued an official Confirmation.
7.2 If your default payment method is denominated in a currency different from the actual payment we require, your bank or payment method provider may charge you additional fees for the conversion of currency which we have no control over.
7.3 Should you make an Unjustified Charge-back, we have the right to charge you an administrative fee of US$300 per occurrence and also have the right to report such Unjustified Chargebacks to ChargeBackProtection.org and other similar organizations for the protection of our business.
- Amendments, Cancellations & Refunds
Amendments
8.1 All amendments to the Booking must be informed in writing to us with at least a 48 Hour Notice Period prior to Booked Service Commencement Time, failing which you will need to pay a Last-Minute Fee. An explanation as to what a “48 Hour Notice Period” means is found here.
8.2 Any amendments made with less than the 48-Hour Notice Period is considered a “Last-Minute Change” and you will need to pay a Last-Minute Fee immediately upon receiving our advice about the amount of such Last-Minute Fee.
8.3 Where a Last-Minute Change is made and upon receipt of your Last-Minute Fee payment, we will use reasonable efforts to assist you to effect the change, however, we cannot guarantee that will be possible, and if we are not able to effect such Last-Minute Change, we will not be liable in any manner whatsoever, and there will be no refund of the Booking Fee.
8.4 All bookings are for the lead passenger named in the Booking Form and are non-transferrable, unless there has been a written notification to us and confirmed by us in writing. Any unauthorized transfers will be considered a “No-show” for which we are not obliged to provide any service nor refund. In the event that we do accept such unauthorized transfer of Booking and agree to provide the Booked service, this will be treated as a “Last-Minute Change” and you will need to agree in writing to pay the Last-Minute Fee before we are able to commence the Booked service,
8.5 An increase in the number of the party size that actually show up for the Booked service is deemed a Last-Minute Change. In addition to paying the Last-Minute Fee, you will also need to : (i) sign a Last-Minute Change form (in whatever format provided by the local airport greeter) confirming the number of unexpected, additional accompanying individuals; and (ii) agree in writing to pay our service fee and additional costs incurred for each extra person prior to us commencing provision of our service to such unexpected additional individuals.
8.6 In some jurisdictions, advance approval for individuals named in the Booking Form is required to be obtained from the border control authorities, so it may not be possible for us to extend our service to such unexpected individuals, and we will not be liable in any way in such circumstances to you or any unexpected additional individuals.
8.7 If there is any difference between the price of our service at the time of the confirmed Booking and the date of the Last-Minute Change , you will need to pay the difference in price (in addition to any Last-Minute Fees and other charges explained above).
Cancellations & No-Shows
8.8 No refunds will be made for any cancellations made with less than a 48 Hour Notice Period prior to the Booked Service Commencement Time, irrespective of the reasons for the cancellation. Please note what a “48 Hour Notice Period” means.
8.9 “No-shows” are deemed to be cancellations made with less than a 48 Hour Notice Period prior to Booked Service Commencement Time and no refunds will be made, irrespective of the reasons for the no-shows (such as, without limitation, you opting not to proceed with the Booked service, missing flights/flight connections, flight delays not informed to us or the local airport greeter, flight delays of more than two (2) hours, illness, denial of boarding).
8.10 In the event that you do not utilize the Booked service, it will be deemed a cancellation with less than a 48 Hour Notice Period irrespective of whatever the reasons may be, and no refunds will be made.
8.11 We reserve the right to decline to serve any passenger or to cancel any Booking for any reason whatsoever on giving you at least four (4) hours’ notice prior to Booked Service Commencement Time and in that event, we will provide you a full refund without deduction of the processing fee described in clause 8.12, save that as explained in clause 8.15 below, no refunds will be made in respect of any Short Notice Order or Booking.
Refunds
8.12 A processing fee of nine percent (9 %) of the Booking Fee will be deducted from all refunds, other than where such refunds is a direct result of any miscalculation on our part, or is a refund under the circumstances described in clause 8.11 above.
8.13 In general and subject to clause 8.12, with respect to all cancellations made in accordance with this clause 8’s requirements and which qualify for a refund, we will make the refund in accordance with our prevailing refund method. However, for cancellations made a hundred and eighty (180) days after issuance of our Confirmation, even where such cancellations are in accordance with this clause 8’s requirements, we will only be able to make the refund by way of a credit note that will be valid for twelve (12) months from the date of its issuance.
8.14 We operate in over 350 airports, and the above amendment, cancellation and refund policies apply to the majority of jurisdictions. However, due to local conditions, there are differing amendment, cancellation and refund terms that apply in some jurisdictions, and where those exist, those will form part of our Agreement in lieu of the relevant provisions in these Terms. More information on what the differing terms are can be found here.
8.15 In respect of Short Notice Orders and Bookings, cancellations will not be possible, and no refunds will be made under any circumstances.
- Limitation of Liability
9.1 Except as explained in clause 9.5 below, nothing in these Terms will limit our liability where there has been gross negligence or fraud on our part.
9.2 As airlines, border control, customs and airport authorities all operate independently from us, we accept no responsibility for any consequences relating to any flight delays, cancellations, enforcement or change of border control and/or customs regulations, including where you are prevented from entering or departing from a country, boarding a flight or checking in your luggage.
9.3 In the unforeseen circumstances explained above, we will assist as much as reasonably possible bearing in mind costs, our available resources and that our ability to assist is contingent upon the authorization of the airport authorities, which may sometimes vary at the last minute.
9.4 We will not be liable under any circumstances for any : (i) event or situation beyond our control including (without limitation) natural disasters, extreme weather conditions, wars/civil hostilities, labor disputes, full/partial airport closures, flight delays and/or re-routing, political embargoes, last minute priority given by relevant airport authority to diplomatic contingents; (ii) losses or damages caused by or relating to your misrepresentations, errors or omissions, or breach of these Terms ; (iii) losses or damages which were not reasonably foreseeable when you made your Booking or used our service; (iv) loss of anticipated business, income, revenue, profits or savings; (iv) loss to goodwill; (v) indirect or consequential losses or damages; (vi) losses incurred by parties other than the individuals named in the Booking Form; and (vii) special or exemplary damages.
9.5 While we have implemented cyber security systems to protect personal data and other confidential information received from you, we are not responsible for the security of information submitted and you accept that there are always risks when choosing to share information over the internet.
9.6 From time to time, our website/booking platform may provide links to other informational websites for your convenience. This does not mean that we endorse such websites, and we are not responsible for the content of such websites.
- Indemnity
10.1 We rely on the completeness and accuracy of all information provided to us in your Booking Form to liaise with local airport, border control, customs and security authorities in order to provide the services to you. If we incur any penalties, claims, costs or other losses due to the misrepresentations, errors or omissions in your Booking Form, we have a right to claim an indemnity against you for all such costs and losses.
10.2 You will also indemnify us against any penalties, claims, costs or other losses suffered by us arising from or related to any illegal action or unacceptable behavior by you or anyone accompanying you during the provision of our services.
- Complaints Procedure, Disputes & Applicable Law
11.1 If you have any complaint, to be eligible for any refund (if justified), this must be notified to us in writing within seven (7) Calendar Days of date of completion of our service, with all supporting proof.
11.2 Our Agreement and all claims or disputes relating to any Booking or our services will be governed by the laws of Singapore.
11.3 You agree that : (i) for any claims that you might bring against us, the courts of Singapore will have exclusive jurisdiction; and (ii) for any claims that we might bring against you, the courts of Singapore will have non-exclusive jurisdiction.
- Privacy & Cookies
12.1 Prior to making a Booking with us, please refer to our Privacy Policy for more information on privacy, cookies and how we process personal data.
12.2 If any Booking is made with us via phone, we have the right to record such telephone conversations for our record and training purposes.
12.3 We will keep all information collected from you confidential and only disclose this where necessary for us to provide our services, and as we may be required by law.
- Intellectual Property
13.1 Unless otherwise stated, all intellectual property (including without limitation, our trademarks, logos, layout, fonts and technology) on our Website and Platform are owned by us, our licensors, or our affiliates and business partners.
13.2 Unless otherwise explicitly permitted by us, you are not permitted to copy, scrape, download, or reproduce anything from our website and booking platform.
- Updates to Terms
14.1 We may update these Terms from time to time. If you do not accept the changes, please do not use our booking platform or our services. Otherwise, your continued use of our booking platform and/or service will constitute your accepted of the revised Terms.
14.2 Except as explained in clause 6.7 above, any Booking that pre-exists the effective date of the revised Terms will continue to be governed by the previous Terms.
- Definitions Dictionary
“Agreement” has the meaning described in clause 2.5.
“Add-On Service Terms” has the meaning described in clause 2.4.
“Additional Terms” means any terms contained in our Confirmation that is in addition to these Terms.
“affiliates” means companies that are related to Airport VIP Pte Ltd., including but not limited to Panoptica Co Ltd (Thailand), Transzend Co. Ltd (Thailand), SLTX (China) and PT Indonesia Abadi Semesta (Indonesia).
“Booking Fee” means the total amount of fees, costs and surcharges payable by you in respect of a Booking as Confirmed by us.
“Booking Form” has the meaning described in clause 2.3
“Booked Service Commencement Time means: (i) in respect of a Confirmed arrival-related service, two (2) hours commencing from the scheduled flight arrival time as specified in the Booking Form; and (ii) in respect of a Booked departure-related service, commencing two (2) hours prior to the scheduled departure time as specified in the Booking Form.
“Confirmation” means the written Confirmation we send to confirm your Booking, irrespective of whether the Confirmation was by means of an email or an automatic online reply and “Confirmed” has the same corresponding meaning.
“Last- Minute Change” has the meaning described in clause 8.2.
“Last-Minute Fee” means a surcharge equivalent to 100% of the Booking Fee.
“No-show” means when you as Lead Passenger do not present yourself to the booked airport greeter or driver, do not contact us, or do not claim your Confirmed service at the pre-specified time and place that we have advised you of.
“Short Notice Order/Booking” means any orders or bookings placed by you within forty-eight (48) hours of your requested service commencement time.
“Unjustified Chargebacks” means situations where you (i) commence a false, frivolous, malicious, or unjustified complaint or dispute with us via the card company which credit, debit or charge card you used to pay for your Booking; or (ii) otherwise refuse to pay our pre-agreed fees charged to the credit, debit or charge card you provided us for service booked and Confirmed.
“we/us/our” refers to Airport VIP Pte Ltd, its subsidiaries, affiliates and local on-ground business partners.
“you” refers collectively to the person who made the Booking, the individuals named in the Booking Form, and all recipients of our service.
“48 Hour Notice Period” means forty-eight (48) hours prior to Booked Service Commencement Time based on the service location local time, provided such Notice is received by us within our normal business hours of 8.00am – 23.59 Singapore Time, and any Notice received by us outside of our Singapore normal business hours will be deemed as being received at 8.00am Singapore Time the next day and the forty-eight (48) hours period will commence from then.
ENDS – V7a OCTOBER 2025
