Terms & Conditions

The following terms and conditions apply to services provided by Fastrack VIP as part of your booking. These booking conditions apply to you and to all persons named in your booking.

Registered Office

Fastrack VIP Limited’s registered number is 10634333 with its registered address at Bridge House, Ashley Road, Hale, Altrincham, Cheshire, WA14 2UT

VAT

All prices quoted are inclusive of UK VAT

Time period for service cover

All prices are based on a maximum period of 3 hours cover for the concierge agent. In the event of the service being extended beyond the normal 3 hours an additional supplement will be charged, subject to agreement by the customer, at a rate of GBP30.00 per hour or part thereof, which will be collected after the service.  

Booking Notice

The minimum booking time is 72 hours prior to the service being delivered i.e. the date of travel (UK based Services only).

Amendment Fee

Any amendments to the booking, made by the customer, more than 72 hours prior to the actual service time will be free of charge.  If any amendments, are made less than 72 hours before the booking date, then there will be an amendment fee of GBP 30.00.

Public Holidays

There is a 20% surcharge associated with any services booked for either Christmas Day or New Year’s Day (UK based services only).

Cancellations and Refunds

With any cancellations made within 72 hours of travel time, I00% of the customer’s payment is lost and no refund is due. For cancellations between 72 hours and 7 days of travel time, 50% of the customer’s payment is lost and a refund of 50% is therefore due. For any cancellation greater than 7 days from time of travel, this can be covered without any penalty and therefore 100% of the customer’s payment can be refunded.  Any refunds due, will be paid within 7 working days. Fastrack VIP are not responsible for delays outside of our control including flight delays or diverts, check in, immigration and baggage reclaim disruption.

Liability for Sum Charged

Fastrack VIP’s total liability shall not exceed the total sum paid by the customer, that we have charged for the booking.

Payment Completion

Customer’s will be required to make payment to Fastrack VIP via a supplied Worldpay link, when notified of their booking confirmation.  It is the customer’s responsibility to complete payment within 24 hours of receiving this link.  If the payment is not made within this time the booking will be cancelled and availability can no longer be guaranteed.

Credit Card Charges

There will be a charge of 3.5% applied to all credit card bookings including AMEX, Visa and MasterCard. Debit cards will not incur any additional booking fee.   

Charges for Children

Children under the age of 3 years at time of travel will be free. Children above 3 years will be charged at full adult rate.

Flight Information

It is the customer’s responsibility to provide the correct information at the time of booking covering such data as flight number, arrival or departure time and dates.

Phone Contact

It is the customer’s responsibility to have their given mobile phone, relating to the phone number provided at the time of booking, charged and operating, as this will provide the coordination between the customer and the concierge agent.

Late Arrival at Airport

Fastrack VIP does not take responsibility for passengers arriving late at the airport which results in a customer not being able to check in and the subsequent inability to deliver the planned service.  When using any of Fastrack VIP departure services you, as the customer, will be provided with an allocated time slot for meeting a concierge agent at the relevant airport.  If you get delayed on your way to the airport you must contact us, using the number we will have provided on the booking confirmation, as soon as possible.  Fastrack VIP reserve the right to cancel the service you have booked with us if you not arrive within the time slot or you do not show up at the airport.  In either instance Fastrack VIP will not be liable to issue a refund.

Travel Documentation

It is the customer’s responsibility to ensure they have all the correct travel documentation such as passports and visas if applicable. Fastrack VIP will not be responsible for delays or any denied access resulting from insufficient or out of date documentation.

Priority check in/ boarding

Fastrack VIP cannot guarantee priority at check in or during the boarding process.  Using an airlines priority check in lane or priority boarding will depend on the class of ticket the customer has, for the airline carrier they are travelling with, or if they have purchased a product related to these services directly from the carrier.  In this instance, it is the customers’ responsibility to produce the relevant documentation at the time of check in. 

Upgrades

Concierge agents cannot arrange or provide upgrades for passengers – this would need direct discussion between the passenger and the airline or its handling agent.

Airside Access and Security Fast track Lane Operating Hours

These are subject to each airport’s individual operational restrictions.  Fastrack VIP cannot guarantee availability of the fast track lane at any airports, or that the queue time for the fast track lane will be less than the standard security lanes.

Carrying Baggage

Concierge agents are not insured to carry passenger baggage, including cabin baggage. Public baggage trolleys will be provided when and where available. If there is a charge for this trolley, it will be included as part of the overall total cost already paid for. A porter could be available at some airports, where they operate, but any associated charges would be charged as an extra payment, if required.

Use of the executive lounge

Please note that Fastrack VIP do not provide lounge services directly but through our third-party suppliers. The terms and conditions of each respective supplier will apply to your use of the lounge.  The Customer shall ensure that he/she is always abiding by the Terms of Entry for the specific lounge included as part of their Fastrack VIP booking.  These include, but are not limited to those set out below:

The customer shall ensure that he/she is always appropriately dressed and shall behave in an appropriate manner.  All lounge facilities have a smart-casual dress code and the operator reserves the right to refuse entry based on non-suitable attire.   Certain items of clothing are prohibited in all lounges, such as (but not limited to); vest tops for men, Football / Rugby Team Shirts, Sports Tracksuits, Clothing with offensive slogans or motifs, baseball caps, tour shirts, or fancy dress. Customers can wear comfortable items not typically associated with ‘Smart-Casual’ such as; smart shorts (chino / cargo shorts), sandals, smart trainers, non-sport fashion tracksuits, hooded tops, smart jeans and smart t-shirts for example. The Customer shall ensure that they are, always, appropriately dressed.

Not all Lounge Facilities accept children, where children are permitted access to the Lounge Facilities, they must be accompanied by a customer over the age of eighteen years always.

The lounge staff reserve the right to refuse entry to, or remove from the lounge, any person who is drunk and/or who’s behavior falls below a standard deemed reasonable by the lounge staff.  The customer will comply with any specific requests relating to lounge or Airport safety and security.

Boarding the Aircraft

Concierge agents cannot go on board the aircraft itself, to assist a customer, on either an arrival or departure service, even if this is requested by the customer.

Gate Changes

It is the relevant airport company who is responsible for the gates and stands allocated for flights. For an arrival service, If the gate changes at very short notice the concierge agent assigned will get to the new gate as soon as possible but please use the mobile number given, to reach them if they are not at the gate when you arrive. 

Complaints

We naturally will be ensuring the service is delivered as expected – if you wish to make a compliant or suggestion, regarding our services, you should write to us as soon as possible (in any event not later than thirty (30) days of the service taking place) via email please to enquires@fastrackvip.com

Products and Services provided by third parties

Fastrack VIP may provide services through a third-party service provider (e.g. porterage, chauffeur or personal baggage labelling). In such circumstances, Fastrack VIP will act on an agency basis and will not accept any liability for any products and services provided by a third-party company.

Changes to these Terms and Conditions

Fastrack VIP reserves the right to modify these terms and conditions at any time, without notice, at its discretion within reason.