Frequently asked questions
What does airport VIP assistance include?
The included assistance depends on the airport and package confirmed in your booking. Review the listed services for arrival or departure and ask about any item that is unclear. Airport authorities retain control of immigration, customs and security procedures; a particular processing time cannot be guaranteed.
Is lounge access included?
Check whether lounge access is expressly included in your selected service. Confirm the lounge, eligible passengers, opening arrangements and any restrictions before booking. Do not assume that every assistance package includes the same lounge facilities.
Which flight details do you need?
Provide the airport, travel date, airline, flight number, arrival or departure time and passenger count. Tell support about children and any assistance requirements. Report a change to the flight details promptly and request an updated confirmation.
Where do I meet the representative?
Use the airport and terminal instructions in your confirmation. Keep the contact details available during travel. If you cannot locate the representative, contact the stated support channel before changing your meeting location.
Can I change or cancel the service?
Send your booking reference and the requested change as early as possible. Availability, cancellation deadlines and charges are governed by the conditions for the booked airport VIP service. Read the Terms of Service and your confirmation before submitting a cancellation request.