FAQ

You can book any service online up to 72 hours before your scheduled departure time.

Upon completion of payment, you will be sent a booking confirmation. Only when you have received this ‘booking confirmation’ is your reservation confirmed and valid. If you do not receive any confirmation within 2 hours after payment, please email us at booking@vip-fly.com.

Online we allow you to book for up to 6 passengers. For services requiring 7 or more we would ask you to email your request direct to us at booking@vip-fly.com. This is to ensure we have the availability as this will require more planning and a personalised quotation. We may also have to request extra Fast Track services as some airports limit passenger numbers at certain times to ensure the service remains what it is intended for.

Our Concierges will assist with your luggage at their discretion, they can normally handle up to 4 pieces safely, manually and on the equipment we provide.

If your flight is delayed departing or early arriving, we will always operate on a ‘best endeavours’ basis to assist you. This is normally within 2 hours either side of your planned arrival or departure time.

If you or your airline have changed your flight after you have booked with us, you will be able to amend it free of charge by simply emailing booking@vip-fly.com using your booking reference. You will be required to provide us with the new details that are outside of the 24 hours of your original departure time. If your change is within 24 hours of your original departure time, then we will do our ‘best endeavours’ to accommodate your new time and if we cannot, we will offer you a full refund of any monies paid.

To cancel a service just simply email us at bookings@vip-fly.com including your reservation number or call us on 0333 222 4369.

If you cancel within 24 hours of your scheduled departure time, you will not be permitted to a refund and the full charge rate will apply. If a cancellation is outside of 24 hours prior to your departure time, this will result in a full refund within 14 days.

Whilst we always do our best endeavours to ensure you will skip check-in, passport/immigration queues, security queues and any gate queues. We do occasionally come across circumstances beyond our control where some of these services may not be available. Therefore, we cannot offer 100% guarantee we can ‘skip’ any queues. You can rely on our Concierges extensive knowledge of the airport and our great relationships with all the airlines, stakeholders, and other operating partners to ensure we do our utmost to streamline your airport journey better than you would without us.

If you are a regular traveller with us and have a particular member of our team you would like to assist you, you are more than welcome to request them in the ‘Additional Information’ section at the check-out stage. We cannot of course guarantee that the requested team member will be available on the day but will always ensure we do our best to meet your request.

If your dedicated Concierge is not waiting at our location, included in your reservation will be our dedicated Duty Number for you to call which is manned 24/7.

If you are running ahead of schedule, then just simply call ahead using the Duty Number in your confirmation. If you can, please always give us as much notice as possible. In some circumstances it could mean a change of Concierge. As always, we will do our best to meet you as you step into the Terminal. If for any reason we are unable to get to you early than you originally booked, we will still be able to meet you at the agreed meet time as per your confirmation.

It happens all the time so don’t panic, it is what we are here for. It makes it more of a challenge for us, but please do bear in mind check-in can close up to 45 minutes before your scheduled departure time. We will do all we can within our powers to get you on the plane! If you end up arriving and missing your flight completely, your Concierge will assist you to where you will be able to re-arrange your journey / new flights. For an arrival, our times allow for flights arriving early or late by up to 30 minutes. If your flight is arriving outside of your booked service time, we will endeavour to assist.

We believe like any business if you feel you have received the service you are happy with and would like to tip, we will not discourage it. Our Concierges will never expect or request a tip.