General Terms and Conditions (GTC) for VIP Services

1. General Provisions

1.1. These General Terms and Conditions (GTC) regulate the use of VIP services and are binding for all customers making a booking. By making a booking, the customer accepts these terms.

1.2. VIP services provide individual support to passengers during their stay at the airport. The exact scope of services may vary depending on the airport and local regulations.

1.3. VIP services are not intended to bypass mandatory security checks, immigration control, or customs procedures. Passengers are fully responsible for complying with all applicable regulations.

1.4. The provision of VIP services is subject to availability. A guaranteed service is only confirmed upon receipt of written confirmation from the service provider.

1.5. All stated prices do not include possible local taxes (e.g., VAT). Customers are responsible for the payment of such taxes.

1.6. Service descriptions, photographs, illustrations, and pricing displayed on the website are provided for general information purposes only and are non-binding. The final scope of services, availability, and pricing are subject to confirmation in the official quotation and booking confirmation issued by VIP Fly Assist.

2. Booking and Payment

2.1. A booking is considered binding only after receiving written confirmation from VIP Fly Assist.

2.2. The booking must be made no later than 24 hours before the scheduled service. Urgent bookings can only be accepted after confirmation and may incur additional charges.

2.3. Full payment is required immediately after booking confirmation and is a prerequisite for service provision.

2.4. The availability of booked services remains subject to full payment.

2.5. The customer is obliged to check the details in the booking confirmation and report any errors immediately.

2.6. Changes or cancellations of flights by the airline do not affect the validity of the booking. Refunds in such cases are excluded.

2.7. Airlines, immigration authorities, and VIP Fly Assist operate independently of each other. In the event of flight delays, cancellations, or changes in border regulations that prevent the customer from boarding the flight or entering the country, the contract conditions remain in effect. Even if the customer is unable to use the services, refunds are excluded to cover airport fees and personnel costs.

2.8. Any changes to an existing booking (e.g., arrival/departure time, number of passengers) must be submitted in writing and are only valid after confirmation by VIP Fly Assist.

3. Scope of Services

3.1. VIP services include, among others:

• Escort through the airport
• Assistance with immigration, customs, and security checks
• Provision of a vehicle for airport transfers (subject to availability)
• Access to VIP lounges with beverages and snacks (additional charges may apply)
• Special parking spaces for VIP customers (if available)

3.2. All services are subject to the regulations of the respective airport. The airport usage rules are an integral part of these terms and conditions.

3.3. If the customer requests additional services not included in the standard description, they must be coordinated with VIP Fly Assist in advance. Such additional services may incur extra costs.

3.4. Airport regulations, operational procedures, security requirements, immigration procedures, lounge access policies, and Fast Track availability may change without prior notice. VIP Fly Assist reserves the right to adapt the service accordingly. Such changes shall not constitute grounds for cancellation, refund, or compensation.

3.5. Fast Track, dedicated security lanes, priority immigration channels, and similar services are subject to local airport regulations and government approval and cannot be guaranteed unless explicitly confirmed in writing.

3.6. Meet & Assist services and VIP services are different products. Unless explicitly stated in the booking confirmation, Meet & Assist services do not include VIP terminal access, VIP lounges, private security screening, dedicated immigration facilities, or airside transportation.

3.7. Porter services are not included unless specifically mentioned in the quotation or booking confirmation and may incur additional charges.

3.8. References to “chauffeur service” within airport VIP services may refer to transportation within the airport premises (e.g., between aircraft and terminal in case of remote stands). Unless explicitly stated in the booking confirmation, airport-to-hotel or hotel-to-airport transfers are not included.

4. Time Limitations and Additional Fees

4.1. The maximum service duration is 2 hours.

4.2. Extensions beyond this period will incur an additional charge of 100% of the service cost for every additional 2 hours.

4.3. VIP services are not guaranteed and may be unavailable in the event of force majeure, strikes, adverse weather conditions, or government directives.

5. Customer Obligations

5.1. The use of VIP services does not exempt the customer from complying with mandatory government requirements, including security checks, passport control, and customs clearance.

5.2. The customer must provide accurate information when booking. Errors or incomplete information may result in the denial of service without the right to a refund.

5.3. The customer must provide valid contact details. VIP Fly Assist is not responsible for unfulfilled services due to incorrect or incomplete contact details.

5.4. The customer is responsible for independently obtaining information about visa requirements, entry regulations, and customs procedures from the relevant authorities.

5.5. The customer’s personal data will be processed in accordance with the privacy policy. By booking, the customer agrees to the processing of their data.

6. Cancellation and Changes

6.1. Cancellation must be made in writing (by email or fax). The following cancellation conditions apply:

• More than 96 hours before the service: free cancellation
• 96 to 72 hours before the service: 25% cancellation fee
• 72 to 48 hours before the service: 50% cancellation fee
• Less than 48 hours before the service or no-show: no refund

6.2. Changes to an existing booking are subject to availability and may incur additional charges.

6.3. Changes made less than 48 hours before the scheduled service (e.g., passenger name, travel date, flight number) may result in additional fees of up to 100% of the booking value. Payments already made are non-refundable.

6.4. Refund processing fee: 4% of the refunded amount.

6.5. If a flight is delayed, the service can be provided up to 2 hours after the scheduled time. Delays of more than 2 hours may incur an additional charge of 100% of the original service fee for every additional 2 hours.

6.6. Cancellations must be made in writing (by fax or email).

6.7. Additional charges may apply for:

• Bookings made less than 72 hours before the flight
• Services scheduled during nighttime hours (22:00–08:00)
• Services provided on public holidays, during the Olympic Games, or major events

7. Liability Disclaimer

7.1. VIP Fly Assist is not responsible for delays, cancellations, or inconveniences caused by airports, airlines, immigration authorities, or customs controls.

7.2. VIP Fly Assist is not responsible for lost or stolen luggage. Customers must take care of their own baggage.

7.3. In cases of force majeure (e.g., strikes, weather conditions, government orders), VIP Fly Assist is not liable for the inability to provide services.

8. Data Protection

8.1. VIP Fly Assist undertakes to keep customers’ personal data confidential and not to share it with third parties without explicit consent.

9. Complaints

9.1. Complaints regarding services that do not match their description will be reviewed. VIP Fly Assist is not responsible for misinterpretations of service descriptions.

10. Final Provisions

10.1. These terms and conditions are governed by the laws of the country where the service is provided.

10.2. Further information and bookings can be found on our website.