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 can Fastrack VIP do to enhance your journey
We offer different services for individual needs. We believe in making your airport experience stress-free,safer and seamless. We can help you manuever your airport journey more efficiently even in these difficult times. Click here to learn more about our services
I haven’t received my Fastrack VIP booking confirmation email?
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 arrival services. You may provide contact details of your driver as an alternative for any departure services.
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.
Will my Fastrack VIP contact 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.
Do I need to bring any paperwork?
Yes. Please bring your booking confirmation email.
I’ve lost my booking confirmation. Can I get a replacement?
Yes. Email us at firstname.lastname@example.org for a replacement.
Flying into an airport, where do I meet my Fastrack VIP contact?
Usually at the end of the air bridge or entrance to Immigration. If the aircraft is parked on a remote position 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. We’ll advise and confirm arrangements in advance of travel.
What if I’m late to meet my Fastrack VIP contact?
Please be sure to keep us up to date on your whereabouts. If you miss your flight or are denied boarding then the responsibility and any airline imposed penalties remains with you.
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
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 email@example.com to check service availability.
Can children be included in my booking
Yes. It would be our pleasure to accommodate the whole family.
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.
How will I recognise my Fastrack VIP contact at the airport?
All our staff display appropriate ID. The greeter will usually be holding an iPad or paper sign showing the Fastrack VIP logo and the name of the person who booked the service.
Some airports restrict the use of name signs being held up at the arrivals gate. In most cases where this does apply the greeter will send you a SMS with a description of themselves to help you identify them.
My airline has changed my flight times, what’s the best way to change my Fastrack VIP booking?
Contact us at firstname.lastname@example.org with the new information. We’ll get back to you with confirmation of the changes. Charges may apply.
I can’t find my Fastrack VIP contact?
We will advise you with the mobile telephone number of your assigned greeter in advance of the service date.
At some locations individual greeter information will not be available. In those instances 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.
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.
What’s the best way to get in touch with Fastrack VIP?
You can find all of our contact details on our contact page
I haven’t pre-booked the lounge. Can I chose to use one on the day?
Subject to availability your Fastrack VIP contact may be able to arrange it. You will need to pay the lounge directly on the day.
Where do I meet my Fastrack VIP representative if I am departing on a flight?
Usually inside departure terminal at an agreed meeting point or if you arrive by car, at the kerbside drop off area. We’ll contact you to confirm arrangements in advance.
What happens If I miss my connection?
We’ll speak with the relevant airline and do our best to help. Anything more than that is remains your responsibility.
Can I book special Assistance, such as wheel chairs
Due to airline restrictions we are unable to book this type of service on your behalf. Please book these direct with your airline and advise us at the time of reservation if you have requested any mobility assistance with your airline.
My departure flight is delayed. What happens?
We will stay with you until the pre-arranged departure time. If you need us to stay longer there may be charges. Please see terms and conditions.
Can I book an electric Buggy
Buggy availability varies from airport to airport. Kindly refer to the individual airport service descriptions to check if a buggy is available at your chosen location. Please note that we cannot guarentee this service.
What if I want to make a large group booking
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.