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.

What’s the best way to get in touch with Fastrack VIP

You can find all of our contact details on our contact page

What can Fastrack VIP do to enhance your journey

We offer different services for individual needs. We believe in making your airport experience stress-free and seamless.

By using one of our greeters can help navigate a busy airport with ease and efficiently without the need to worry. Click here to learn more about our services

Is Fast Track guaranteed

At many of the airports we serve Fast Track is included as part of the service. Kindly refer to the individual airport service descriptions to check if a Fast Track is available at your chosen location.

At airports where Fast Track is not available or permitted by the airport authorities, greeters will will assist you as much as possible and expedite the process where able and in line with the local government and airport authorities regulations. In some locations greeters may have special access and insight to quicker routes and channels to enhance your experience, however availability of these facilities can not be guaranteed.

About our greeters

Fastrack VIP work with an extensive network of licensed and trusted service partners around the world.
All our greeters are highly trained locals with the correct permissions from the airport authorities to undertake meet and assist services.

In additon to helping with any language difficulties their expert knowlegde of the airport means they often have special access and insight to quicker routes and channels that may not normally be available to everyone. All greeters will assist you as much as possible in line with the local government and airport authorities regulations to enhance your experience.

Services in the USA

Regulations in place by the US immigration and customs authorities state that third party greeters are not permitted in the secure restricted customs zone., This unfortunately means that our greeters are not able to meet guests at the arrival gate of an international flight.

As baggage reclaim is located within the restricted customs zone we are unable to arrange porter / baggage assistance.  

When arriving into the USA on an international flight the arrival service begins after guests have cleared US customs in the public arrivals hall outside of customs and immigration.

There are no fast-track facilities for customs and immigration in the US unless guests are members of Global Entry.

Gate To Gate Flight Connection Services

Long flight connections and those that involve two separate flight tickets where guests need to collect and recheck in any baggage will be considered as an arrival + departure service.

This is because guests will need to clear immigration, collect any baggage, exit the airside zone and recheck-in before proceeding through the security and immigration check points to the next flight gate.

How long before my flight can I book Fastrack VIP

As far in advance as you like. If you are flying within the next 72 hours then email enquiries@fastrackvip.com to check service availability.

Please note the any reservations made less than 72 hours prior to a service start time may be subject to a late booking fee. For arrival / connection services the service start time will be flights scheduled time of arrival. For any departure services this will be the service start time as detailed in the applicable service descriptions.

Can I book a service at an airport that is not listed on your network page

We cover many airports across the globe. If you require a service that is not listed, please contact us we may be able to accommodate you.

Can I book special assistance, such as wheelchair assistance

Our meet and assist services do not replace the requirement to book mobility assistance with an airline

Due to airline and airport restrictions we are unable to book this type of service on your behalf.

Please book any mobility assistance direct with your airline, and advise us at the time of reservation if you have confirmed any mobility assistance with your airline.

Strict rules are in place regarding the handling of Passengers with Reduced Mobility (PRM) . Our greeters are unable to handle or assist directly with any mobility requirement or equipment.

Can children be included in my booking

Yes. It would be our pleasure to accommodate the whole family.

Can I book a Fastrack VIP for an unaccompanied minor

Unfortunately not. An adult must accompany all passengers under the age of 18. Some exceptions may be made in certain circumstances. Please contact us to discuss further. Contact

What if I want to make a large group booking

Contact us ar enquiries@fastrackvip.com or call us on 0333 305 0000

Can I book an electric buggy / golf cart

Buggy availability varies from airport to airport. Kindly refer to the individual airport service descriptions to check if a buggy / golf cart is available at your chosen location. Please note that we cannot guarantee this service.

Can I book a chauffeur service without a meet and assist service

We can only offer our chauffeur car services when booked in conjunction with our meet and assist services.

Can I book a lounge stay without a meet and assist service

Lounge stays are only available when booked in conjunction with our meet and assist services.

I haven’t pre-booked the lounge. Can I chose to use one on the day

Subject to availability your Fastrack VIP greeter may be able to assist in arranging lounge access on the day of service. You will need to pay the lounge directly on the day, the greeters are unable to pay on your behalf. 

Will my Fastrack VIP greeter carry my luggage

Health and safety regulations dictate that unfortunately we are not insured to carry your luggage. Security requirements mean that you have to keep your hand luggage with you at all times especially through security checks. At many of the airports we cover a porter service may be available for an additional charge.

Why do I have to give a telephone number

We require your mobile telephone to enable to greeter to make contact with you. A contact number is required for all services. You may provide contact details of your driver as an alternative for any departure services.

Why do I need to provide ground transport details

To help the greeter to coordinate the meeting point and time with guests we require driver / ground transport information 24 hours prior to travel.

If no transport details are available, a guest contact number must be provided. This will ensure a smooth transition of the service.

We accept no liability for any service failure if driver contact details or guest contact details have not been provided in advance.

I haven’t received my Fastrack VIP booking confirmation email

Please check your spam folder. If you still can’t find your confirmation please  contact us on enquiries@fastrackvip.com with as much booking information as possible.

I’ve lost my booking confirmation. Can I get a replacement

Yes. Email us at enquiries@fastrackvip.com for a replacement.

Do I need to bring any paperwork

We recommend that you bring your booking confirmation email with you when you travel.

Will the greeter contact me in advance of travel

We will advise you the mobile telephone number of your assigned greeter in advance of the service date. This usually occurs the day before service.

The greeter or the airport team may make contact with you or your driver in advance of the service to introduce themselves and finalise the meeting arrangements.

At some locations individual greeter information will not be available. In that situation we will advise the duty officer number as an alternative.

In the event that you can not locate your greeter please contact +44 (0) 333 305 0000 for assistance.

How will I recognise my Fastrack VIP greeter at the airport

All our staff display appropriate ID. 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.

What if I can’t find my Fastrack VIP greeter

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.

What if I’m late to meet my Fastrack VIP contact

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.

Flying into an airport, where do I meet my Fastrack VIP greeter

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.

 

Where do I meet my Fastrack VIP representative if I am departing on a flight

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.

My flight is delayed

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.

What happens If I miss my connecting flight

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. 

 

How much does it cost to change booking information?

Nothing. As long as you give us a minimum 72 hours notice. Cancellations and changes may be subject to the full service price if appropriate notice is not given. 

My travel plans have changed and I want to cancel my Fastrack VIP booking. Will I still be charged.

Check our website Terms & Conditions for cancellation charges.

My airline has changed my flight times, what’s the best way to change my Fastrack VIP booking

Contact us at enquiries@fastrackvip.com with the new information. We’ll get back to you with confirmation of the changes. Charges may apply.