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.
Fastrack VIP Limited’s registered number is 10634333 with its registered address at 10 Broomfield Lane, Hale, Altrincham, Cheshire, WA15 9AQ
All prices quoted are inclusive of UK VAT
Meet & Greet Services
All Clients on Fastrack VIP Packages are fully escorted with a dedicated Meet & Assist Agent for the full duration of the service, referred to as Meet & Assist.
The customer or driver may be contacted 24-48 hours before travel by the Fastrack VIP Agent using the contact number provided at the time of reservation, confirming the meeting point and meeting time.
All Fastrack VIP Agents maintain maximum discretion and will be smartly dressed. They will identify themselves by displaying a sign at the arrival or departure meeting point showing the name of the traveller or any other reference / alias that has been requested.
All Fastrack VIP Agents are required to display photographic airport issued identity cards.
Departures: The Client will be met at the vehicle drop off entrance to the airport (departures level), or another agreed rendezvous point. If the Client cannot be located / contacted the Agent will wait a maximum of 1 hour.
Arrivals / Gate To Gate Services: The Client will be met at aircraft side / airside coaching arrival point or a pre-determined rendezvous point. The meeting point will be advised by Fastrack VIP at the time of reservation.
Time period for service cover
All prices are based on a maximum period of 2 hours cover for the concierge agent. In the event of the service being extended beyond the normal 2 hours an additional supplement will be charged, subject to agreement by the customer, at a rate of GBP36.00 per hour or part thereof, which will be collected after the service.
The minimum booking time is 72 hours prior to the service being delivered i.e. the date of travel. Bookings accepted less than 72 hours to the requested date of travel will be subject to a late fee. This will be advised at the time of enquiry.
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 45.00.
There is a 30% surcharge associated with any services booked to take place during public / bank holidays.
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 any cancellation greater than 72 hours 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.
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
Fastrack VIP do not charge any credit card fees.
Charges for Children
Children under the age of 2 years at time of travel will be free. Children above 2 years will be charged at full adult rate.
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.
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 do 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.
If the flight arrives earlier than expected or is delayed / cancelled, then we can only endeavour to provide cover where resources are available. Fastrack VIP will not be liable to issue a refund in the event of early arrivals, delayed or cancelled flights.
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.
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.
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.
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.
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.
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 firstname.lastname@example.org
Products and Services provided by third parties
Fastrack VIP may provide services through a third-party service provider. 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.
We are based in Heathrow; one of the largest aviation districts
450 Bath Road, Longford, Heathrow, London, UB7 0EB
Company Number: 10634333