Frequently Asked

A personal VIP airport service: a local representative escorts you through passport control, customs and baggage claim on an expedited route, so you move through the airport comfortably and at your own pace. Suitable for families, older travelers, business travelers, and anyone who prefers a stress-free experience.

On arrival: a meet & greet at the gate, an expedited passport control lane, help collecting your luggage, and an escort to the exit. On departure: a meeting at the terminal, an escort through check-in, an expedited border control lane, and an escort to duty-free/the gate.

Personal escort and streamlined processing inside the airport only. It does not include a visa, insurance, government fees or customs duties. FAST TRACK is not an entry approval – that decision rests with the immigration authorities.

Yes. The airport team speaks English, and at some destinations also Hebrew or other languages. Full Hebrew-language support is available from us by phone and WhatsApp.

We recommend booking at least 3 business days before your flight. For Last Minute bookings (less than 3 business days), we'll call you to confirm availability before the booking is confirmed.

After you submit the form, you'll receive an initial confirmation email. Within 24–48 hours you'll receive a final confirmation from our manager with a secure payment link.

A change up to 3 business days before the service date – free of charge, subject to availability. A change within a shorter window will be considered case by case. You must notify us before you change your flight date — a customer who changed it on their own initiative, and for whom no availability was found for the new date, will not be entitled to a refund.

Yes. Send us an email with the updated details, and we'll add them to your booking once the price difference is settled.

By credit card on a secure payment page, in US dollars (USD) only, or by bank transfer – to the Israeli account in shekels (ILS), and to the international account in US dollars (USD), euros (EUR) or Hong Kong dollars (HKD). Payment is only taken once the booking has received final confirmation.

Credit card charges are made in US dollars (USD) only. By bank transfer you can pay in Israeli shekels (ILS) to the Israeli account, or in US dollars (USD), euros (EUR) or Hong Kong dollars (HKD) to the international account.

Currently, payment is a single, one-time charge in full.

A receipt is emailed to you shortly after payment.

Your representative will wait in the arrivals area (or at the jet bridge, depending on the destination), holding a sign with your name. Their contact details are sent to you 24 hours before your flight.

Our team tracks your flight status in real time and adjusts their arrival time accordingly – at no extra charge.

Contact us immediately. Refunds follow our cancellation policy; we'll try to reassign the service to an alternative flight, subject to availability.

Yes – 24/7 at every destination.

Yes. For transit passengers, you can book an escort between flight gates, including help with re-clearing security if needed.

Business days for the purposes of this policy: Sunday to Thursday, excluding Friday and Saturday, and excluding official public holidays in Israel and Thailand. Cancelling up to 3 business days before the service date – a refund less a 5% clearing fee. Cancellation or a flight change by the airline – a refund less 5%, or a credit kept for future use (subject to proof). Cancellations with less than 3 business days' notice – may not be eligible for a refund. Entering the wrong date: it's the passenger's responsibility to enter the arrival day (not the departure day) for the Arrival service – there is no refund for data-entry errors. No-show: a customer who did not arrive at the agreed meeting point and did not contact the team in advance will not be entitled to any refund, not even a partial one. Partial cancellation on a multi-passenger booking: a single passenger may be cancelled from an existing booking. The refund is calculated from that passenger's proportional share only, less 5%, and subject to the same time conditions. A refund is issued to the same payment method and in the same currency as the original charge. A cancellation request is considered received only in writing (email or WhatsApp), and only once the team confirms receipt. We respond to every cancellation request within one business day. In cases beyond the above, the decision is at the company's discretion.

Between 14 and 21 business days, depending on your card issuer or bank.

Send us an email or WhatsApp message with the new details and your booking number. We'll update the service subject to availability and send you a confirmation.

In any case of conflict between the wording of the policy in the different languages, the Hebrew version prevails.

The free age varies by destination: in Bangkok (BKK) children under age 4 ride free, in Phuket (HKT) under age 3, and in Koh Samui (USM), Hanoi (HAN) and Ho Chi Minh City (SGN) under age 2. In Bali (DPS) children under age 2 pay a special $85 fare (not free). From the threshold age and up at every destination — full adult price.

There's no fixed family discount. Contact us for a custom quote for large families.

Yes. Please note infants in a stroller or bassinet on the booking form, so we can fully coordinate with the security checkpoints.

Yes. Pet pricing is $50 per pet, any size. You can book and pay for a pet in advance on the booking form only at Bangkok (BKK) and Phuket (HKT). At other destinations, please leave a note on the form and we'll get back to you to coordinate.

Our team will also help with oversized luggage, but excess-weight fees charged by the airline remain the passenger's responsibility.

A transfer is a paid add-on that can be added on the booking form, subject to availability at your chosen destination.

Mon–Thu 10:00–19:00, Fri 10:00–14:00 (Thailand time). On the day of your flight itself, the airport team is available 24/7.

On our dedicated FAST TRACK line, 077-2026670 (from abroad: +972-77-202-6670), by WhatsApp, or by email.

Call the airport team's emergency number (sent to you 24 hours before your flight), or contact us directly.