Terms and conditions

Last updated: 21 October 2026

These Terms and Conditions (“Terms“) apply to all bookings of airport assistance services made through www.vietnamairportfasttrack.com (the “Website“), by email, phone or WhatsApp, or through any partner website that sells our services.

The services are provided by Vietnam Airport Fast Track Services (“VAF“, “we“, “us“, “our“), Business Registration No. 0318707270, issued by the Ho Chi Minh City Department of Planning and Investment, with its office at Office 01, 9th Floor, Pearl Plaza Building, 561A Dien Bien Phu Street, Thanh My Tay Ward, Ho Chi Minh City, Vietnam.

By making a booking, you confirm that you have read, understood and accepted these Terms on behalf of yourself and every passenger included in the booking. If you have any questions, please contact us at support@vietnamairportfasttrack.com before booking.

1. Our services

We provide airport assistance services at selected airports in Vietnam, including:

• VIP Arrival / Fast Track: meet & greet at the aircraft gate or arrival hall, assistance through priority immigration lanes where available, and assistance with luggage collection and customs.
• VIP Departure / Fast Track: meet & greet at the departure terminal, assistance with check-in, and priority security and immigration lanes where available.
• VIP Connecting: assistance for passengers transferring between flights.
• Optional extras listed on the Website at the time of booking (for example, flowers or lounge access).

The exact inclusions, airports and prices for each service are shown on the relevant service page and in your booking confirmation. Only the items stated there are included.

2. Booking and confirmation

1. A booking is confirmed only when (a) you have completed the booking form with accurate information, (b) you have accepted these Terms, and (c) we have received full payment.
2. After payment, we will send a booking confirmation with your booking reference to the email address you provided. Please check that all details (names, flight number, date, time and airport) are correct and tell us immediately if anything is wrong.
3. Please keep your booking confirmation or booking reference available on the day of travel so our staff can verify your booking.
4. You are responsible for the accuracy of the information you provide. We are not responsible for service failures caused by incorrect or incomplete booking information.

3. Prices and payment

1. Prices are shown on the Website and in your quote, and are payable in full at the time of booking unless we agree otherwise in writing.
2. We accept the payment methods shown on the Website, such as Visa, Mastercard, American Express and PayPal. Payments are processed by our payment service providers. Your bank or card issuer may charge currency conversion or foreign transaction fees, which are not controlled by us.
3. Group bookings and special requests may be quoted separately.

4. Travel documents and immigration

1. You are solely responsible for holding a valid passport, a valid visa or e-visa (or visa exemption), and any other documents required to enter, exit or transit Vietnam.
2. Our service helps you move through airport procedures faster. It does not guarantee entry into Vietnam, visa approval, or the outcome of any immigration, customs or security check. All such decisions are made solely by the competent Vietnamese authorities.
3. Use of priority or fast track lanes depends on the rules and decisions of the airport and immigration authorities on the day. If the authorities do not allow priority processing in a particular case, our staff will continue to assist you through the standard process, and this will not be considered a failure of the service.
4. If you are refused entry or boarding because of your documents or a decision of the authorities, the service will be treated as delivered and no refund will be due.

5. On the day of service

1. Meeting point: Our staff will meet you at the meeting point and time stated in your booking confirmation, usually holding a sign with your name. It is your responsibility to go to the meeting point and look for our staff.
2. Contact: Please keep your phone or WhatsApp reachable. If our staff cannot find you, they will try to contact you using the details in your booking.
3. Flight changes: We monitor scheduled arrival times for the flight booked. If your flight number, airline, date or airport changes, you must inform us as soon as possible and at least 2 hours before the scheduled service time.
4. Duration of service: The service starts when our staff meets you and ends when they leave you at the agreed end point (for example, the arrival hall exit or the departure gate area).
5. Conduct: You must follow airport safety and security rules and all reasonable instructions from airport staff, authorities and our staff. We may refuse or stop the service, without refund, if a passenger is abusive, violent, intoxicated or behaves in a way that puts others at risk.
6. Luggage and prohibited items: You remain responsible for your luggage and personal belongings at all times. You must not carry dangerous or prohibited goods and must declare any goods as required by customs. We are not responsible for fines, delays or losses caused by a breach of these rules.
7. Children: Passengers under 18 must be accompanied by a parent, guardian or responsible adult at all times.

6. Lounge access (where booked)

Where lounge access is included in your booking, use of the lounge is subject to the lounge operator’s own rules, including opening hours, maximum length of stay, dress code, rules for children and group size limits. The lounge operator may refuse entry or ask a guest to leave in accordance with those rules. We are not responsible for boarding announcements: you are responsible for reaching your gate on time.

7. Cancellations and amendments by you

All cancellations and amendments must be sent in writing to support@vietnamairportfasttrack.com or via our WhatsApp, quoting your booking reference. The time we receive your request is used to calculate any refund.

Cancellation refunds (based on the confirmed service time in Vietnam time):

Amendments: You may change your booking details free of charge up to 2 hours before the scheduled service time, subject to availability. Any price difference for the new service must be paid. Changes requested less than 2 hours before the service may not be possible and, if the service cannot be delivered, will be treated as a no-show.

No-show: If you do not arrive at the meeting point, cannot be located after reasonable attempts to contact you, or decline the service on the day, the full price will be charged and no refund will be given.

Promotional bookings: Bookings made with a promotional code or at a special discounted rate are non-refundable, unless otherwise stated in the promotion.

8. Cancellation by us and events beyond our control

1. If we cancel your booking or are unable to provide the service for reasons within our control, we will refund 100% of the amount paid for the service not provided.
2. We are not liable for failure or delay in performing the service caused by events beyond our reasonable control, such as natural disasters, severe weather, epidemics, airport closures, strikes, government decisions, security incidents or major flight disruptions. In such cases, our normal cancellation terms in Section 7 apply, and we will do our best to rebook or offer an alternative service where possible.

9. Refund processing

Approved refunds will be paid to the original payment method within 30 days from the date the refund is confirmed. Bank or card processing times may add to this period, and we cannot refund fees charged by your bank or card issuer.

10. Complaints

If there is a problem with your service, please tell our staff or contact our hotline/WhatsApp immediately so we can try to fix it on the spot. Any remaining complaint must be sent in writing to support@vietnamairportfasttrack.com within 30 days of the service date, with your booking reference and any supporting documents. We will review it and respond as soon as possible.

11. Liability

1. We will provide the services with reasonable care and skill.
2. We are not liable for: (a) decisions of airport, immigration, customs, security or airline authorities; (b) flight delays, cancellations or missed flights not caused by our fault; (c) loss of or damage to your luggage or personal belongings, except where caused by our fault; (d) indirect or consequential losses, such as missed connections, hotel bookings, tours or business opportunities.
3. To the extent permitted by law, our total liability for any claim relating to a booking is limited to the price you paid for that booking.
4. Nothing in these Terms limits or excludes any liability that cannot be limited or excluded under Vietnamese law, including the rights of consumers under the Law on Protection of Consumers’ Rights.

12. Personal data

We collect and use your personal data, including passport and flight details, to provide the services, as described in our Privacy Policy. To deliver the services, we share necessary data with airport and immigration authorities, airlines, ground handling partners and payment providers. We do not sell your personal data.

13. Use of the Website

All content on the Website, including text, images, logos and prices, belongs to us or our licensors. You may use it only for your own personal, non-commercial purposes. You must not copy, republish or distribute it without our written permission, or use the Website for any unlawful purpose.

14. Third-party services

Vietnam Airport Fast Track is a private company and is not affiliated with any government agency. We do not issue, process or sell visas or any other government documents.

15. Changes to these Terms

We may update these Terms from time to time. The updated Terms will be posted on this page with a new “Last updated” date. The Terms in force at the time you made your booking apply to that booking.

16. Governing law and disputes

These Terms are governed by the laws of the Socialist Republic of Vietnam. Any dispute will first be resolved through good-faith negotiation. If it cannot be resolved, it will be settled by a competent court of Vietnam. If any part of these Terms is found invalid or unenforceable, the remaining parts will continue to apply.

17. Contact us

Vietnam Airport Fast Track Services Office 01, 9th Floor, Pearl Plaza Building, 561A Dien Bien Phu Street, Thanh My Tay Ward, Ho Chi Minh City, Vietnam Email: support@vietnamairportfasttrack.com WhatsApp/Hotline: +84399 161166 / +84981639686