Frequently Asked Questions
We’ve put together some of the most commonly asked questions from our customers.
If you don’t find an answer to your question please get in-touch with our team.
We will escort you to the relevant airline customer service desk and do our best to assist within the original service time frame.
When travelling with through tickets (a single ticket for a guests continuous journey that involves connecting transportation on two or more flights, where baggage is checked in at departure and only collected at the ultimate destination) it is customary for the airline to handle any applicable rebooking, rerouting, transport and hotel accommodation.
If a flight connection involves two separate flight tickets whereby guests need to collect and recheck in any baggage, the rebooking of new flights will be the responsibility of the guest, and not the airline.
If you have a departure service booked with us we will stay with you until the flights original scheduled departure time, not the revised delayed departure time.
If you have an arrival service booked with us, where the flight is delayed, we can only endeavor to provide a greeter where resources are available.
In the event of a delay a service extension may be requested and remains subject to the availability of resources and will incur additional charges. Please refer to our terms and conditions.
Flights cancelled or rescheduled for the following day will be considered a cancellation and non-refundable. A new reservation will be required and remains subject to availability.
Fastrack VIP are not responsible for cancellations or delays outside of our control including but not limited to flight cancellations and delays or diverts, check in, immigration, security, and baggage handling disruption.
For departing guests your greeter may call / SMS the lead guest or any pre-advised driver / contact to arrange a designated meeting point either inside or outside the terminal.
At some locations individual greeter information will not be available. In that situation we will advise the duty officer number as an alternative.
The typical meeting point when arriving by car will be the kerbside drop off area. On the day of service please call the greeter when you are 20 minutes away from the airport to confirm your estimated time of arrival at the airport.
At some airports there are specific locations and instructions that guests must follow, for example, this could be to attend a reception desk inside the terminal. We will advise of any airport specific meeting instructions the day before service.
In the event that you can not locate your greeter please contact +44 (0) 333 305 0000 for assistance.
The typical meeting point for arrival services will be the arrivals gate at the end of the air bridge, or the entrance to immigration.
The greeter will usually be holding an iPad or paper sign showing the lead passenger name or an alias (if we were advised at time of reservation).
Some airports restrict the use of name signs at the arrivals gate. In most cases where this does apply the greeter may send you a SMS with a description of themselves to help you identify them.
Should the aircraft be parked on a remote gate (without an airbridge) and guests are coached from the aircraft to the terminal building guests will be met at the coach drop off point or the entrance to immigration. The aircraft parking location is only know at the time of flight arrival, we are unable to confirm this in advance of travel.
At some airports there are specific locations that guests must report to , this could be for example, a reception desk at the entrance to immigration. We will advise of any airport specific meeting instructions the day before service.
It is the relevant airport company who is responsible for the gates and stands allocated for flights. In the event of a last-minute arrival gate change the greeter will endeavor to attend the revised gate as quickly as possible. In this circumstance we cannot guarantee that there will not be an additional wait time.
In the event that you can not locate your greeter, in the first instance please telephone the greeter on the number provided by us via email the day before service.
If you are still unable to contact your greeter please call +44 (0) 333 305 0000 for assistance.
Please be sure to keep us up to date on your whereabouts.
In the first instance please telephone the greeter on the number provided by us via email the day before service.
If you are still unable to contact your greeter please call +44 (0) 333 305 0000 for assistance.
If you miss your flight or are denied boarding then the responsibility and any airline imposed penalties remains with you.