Terms and Conditions

1. Definitions

1.1. "We", "us", and "our" refer to our company, Fast Track Thailand, providing fast track airport and immigration services in Thailand.

1.2. "Client", "customer", "you" and "your" refer to anyone who uses our website, contacts us, or engages in our Services.

1.3. "Service" or "Services" refers to the range of assistance we offer at the airport, including, but not limited to, meet-and-greet, expedited check-in (where applicable), expedited security screening, and expedited immigration procedures.

1.4. "Agent" refers to the dedicated representative who is tasked with meeting and assisting you at the airport as part of the Service.

1.5. "Booking" refers to a successfully placed and fully paid reservation for a Service at a specific date and time.

1.6. "Scheduled Service Time" refers to the confirmed arrival or departure time of your flight, which determines the commencement of the Service.

2. Service

2.1. Description of Service

2.1.1. Fast Track Service

Our Fast Track airport services are intended to facilitate a smoother and more efficient airport experience in Thailand by providing access to priority processing where available. The objective of the Service is to reduce waiting time relative to standard processing; however, specific processing times are not guaranteed and depend on real-time airport conditions, staffing levels, passenger volumes, and decisions made by airport, airline, immigration, security, and other government authorities.

Any stated or implied waiting times are estimates only, based on historical observations and prior operational experience, and do not constitute a promise or guarantee. Actual waiting times may exceed typical or average expectations, particularly during peak travel periods, including summer travel, winter holidays, and the Lunar New Year.

Fast Track services provide access only to the lanes or processes made available and approved by airport authorities at the time of service. The Service does not entitle the Client to bypass all queues, move to the front of a line, or access any lane or counter unless explicitly escorted or authorized by our staff or the relevant authorities.

Checked baggage included in the Service is limited to 2 pieces per adult passenger, with each piece not exceeding 25 kilograms. Carry-on baggage is limited to 1 piece per passenger, with each piece not exceeding 7 kilograms. For children under 3 years old travelling with an adult, baggage allowance is covered under the accompanying adult's allowance and is limited to a maximum of 2 checked pieces per adult. Any baggage exceeding these limits will incur an additional charge of USD 15 per 2 pieces of luggage.

2.1.2. Buggy Service

An electric buggy will pick you up from your arrival gate and take you to the designated immigration area, helping you avoid a long walk after your flight.

For passengers arriving at the SAT-1 Terminal, the buggy will take you to the Airport Shuttle Train for transfer to the Main Terminal, where immigration and other airport formalities are completed. For Emirates (EK) and Qatar Airways (QR), electric buggy service is available only within the Main Terminal.

2.1.3. Lounge Service

Lounge Service provides eligible passengers with access to a designated airport lounge for the duration specified in their booking. Lounge Service may be booked as a standalone package or as an add-on to selected Fast Track packages, depending on the airport and availability.

2.2. Service Availability and Eligibility

2.2.1. Fast Track Service

Our Services are available to customers who meet our eligibility requirements. The availability and use of any Fast Track Lane is determined solely by airport, airline, and immigration authorities. We do not control, and cannot guarantee, access to any specific lane.

While we will make reasonable efforts to facilitate the most efficient passage available at the time of service, the final determination of lane assignment rests entirely with the relevant authorities, and their decision is final and binding.

To optimize waiting time, our on-site agents may, at their discretion, direct a Client to an alternative lane or process. Such lanes may not be visibly designated as "Fast Track" or "Priority" lanes. In these cases, the Service is deemed fulfilled provided the Client receives priority handling or a reduced waiting time relative to standard processing, consistent with the package purchased. Lane appearance alone does not constitute non-performance of the Service.

2.2.2. Buggy Service

The rescheduling of the service is subject to the availability of service personnel. The buggy service is available only at Suvarnabhumi Airport and exclusively for arriving flights. It is not available for international arriving flights at Gates D4, D6, or the Bus Gates due to their proximity to the immigration area. Refunds are processed within 3–5 business days.

If there is an unexpected change of arrival gate between the Main Terminal and SAT-1 Terminal (S101–S128), the buggy service cannot be provided because advance arrangement is required. In such cases, refund processing will take 3–5 business days.

For passengers who have reserved the buggy service and are traveling with Emirates (EK) or Qatar Airways (QR), please note that electric golf cart services are provided only within the Main Terminal.

2.2.3. Lounge Service

Lounge access is subject to the selected lounge's operating hours, capacity, entry requirements, and applicable terms. Lounge facilities, refreshments, and other inclusions may vary by location and package.

Customers must present the required travel documents and booking confirmation for verification upon entry. Lounge access does not guarantee admission if the lounge is temporarily unavailable or at full capacity.

2.3. Service Disclaimer

We will use commercially reasonable efforts to provide the Service in a timely and professional manner. However, access to any expedited, priority, or preferred procedures is subject solely to the discretion of airport authorities, airlines, and immigration officers. We do not control, and cannot guarantee, the availability or use of any specific counter, lane, or expedited process.

We shall not be liable for any delay, denial, or modification of the Service resulting from decisions made by airport, airline, immigration, security, or other government authorities, including circumstances where an Agent is not permitted to escort or accompany a Client through a preferred or expedited counter.

In the event that airport authorities categorically deny the provision of the Service after payment confirmation and prior to any portion of the Service being rendered, a full refund will be issued to the Client. No refund shall be due where the Service has been partially or substantially performed.

2.2.4. Travel documents and TDAC

Holding a valid passport and the correct visa for your nationality is entirely your responsibility. All travellers entering Thailand must submit a Thailand Digital Arrival Card (TDAC) before arrival. It is free, it is a government requirement, and it is not part of our Service unless purchased as an add-on. An incomplete TDAC may delay or prevent your entry and is not grounds for a refund.

3. Booking and Payment

3.1. Advance Booking
To use our Services, you must complete a Booking in advance through our official website or by contacting our customer service team. Bookings are subject to availability.

3.2. Payment
Payment for our Services must be made in full in Vietnamese Dong (VND) through OnePay, as stated during the booking process on our website. Fast Track Thailand is a brand operated by Thryve Vietnam, a company incorporated in Vietnam, and payments for our Services are therefore processed and received in VND in accordance with applicable Vietnamese laws and regulations.

3.3. Fees and Taxes
All fees are quoted in USD and charged in VND, unless otherwise stated. We reserve the right to update our fees from time to time without prior notice, with the applicable fees displayed at the time of booking.

3.4. Incorrect Pricing
In the event a pricing error is discovered after a Booking is made, we reserve the right to cancel the booking. If this occurs, we will contact you immediately to either (a) agree to proceed at the correct price or (b) cancel and provide you with a full refund.

4. Refund and Cancellation Policy

All cancellations, booking changes, and refund requests are subject to our Refund and Cancellation Policy, which forms part of these Terms and Conditions. Please refer to the Refund and Cancellation Policy below for applicable eligibility, fees, refund amounts, and processing terms.

In the event of any conflict between this section and the Refund and Cancellation Policy, the Refund and Cancellation Policy shall prevail.

5. No-Show and Service Failure Policy

5.1. Definition and Conditions of a "No-Show"
A "No-Show" is defined as a Client's failure to appear for their scheduled service without providing prior notification as required by this policy. A booking is classified as a No-Show when the following conditions are met:

• The Client's flight arrives as scheduled (accounting for any real-time delays or cancellation monitored by our team).
• No prior notification of cancellation or delay has been received from the Client at least seventy two (72) hours prior to the Scheduled Service Time.
• Our designated Agent is present at the specified airport meeting point but cannot find the Client.
• The Client remains uncontactable for a continuous 20-minute window following the flight's confirmed landing time (for arrival package) or the agreed departure meeting time (for departure package), after multiple documented contact attempts by our team via the channels provided at booking (e.g., Gmail, WhatsApp, iMessage, phone calls).

A No-Show is distinct from a cancellation; cancellations are based on prior notification and are eligible for refunds or adjustments as per Section 4. A No-Show, due to the absence of such notice, is strictly non-refundable, as resources have been deployed and costs incurred. The responsibility for a No-Show rests entirely with the Client.

5.2. Service Failure by Fast Track Thailand
In the rare event that a Client arrives for their service as scheduled and our designated Agent is verifiably not present to provide assistance, we will take full responsibility for this Service Failure. As compensation, the Client is entitled to:

• A 100% full refund of the total amount paid for the booking.
• A $10 USD discount credit for a future booking as a gesture of our apology.

6. Referral Discount Program

6.1. Eligibility
This program is available to existing clients ("Referrers") who successfully refer a new paying client ("Referred Client") to our Service.

6.2. Referral Benefit

• Referrer Discount: The Referrer will receive a $5 discount credit per person referred on their next Booking after the Referred Client's first Booking is confirmed and paid for.
• Referred Client Discount: The Referred Client will receive a $5 discount applied to each person in the booking, for their first booking.

6.3. Conditions of Discount

• The Referrer's discount credit is stackable, meaning they may accumulate multiple $5 credits from multiple referrals and apply them toward a single future Booking.
• The Referrer will receive credit for each single person who makes a booking (i.e. if one person in a group is referred, the Referrer cannot receive $5 credit for each person in the group, only the one person they referred).
• The discount credit is unsharable and non-transferable. It may only be redeemed by the account of the individual who made the referral.
• To qualify, the referral must be claimed at the time the Referred Client places their first Booking.
• Referrer's credit expires 365 days after receiving. If a Referrer is stacking their referral discounts, an expired credit cannot be used with a valid credit.

7. Child Discount Policy

7.1. Eligibility and Rates

• BKK and DMK: Children under three (3) years of age are eligible for the service free of charge.
• HKT: Children under two (2) years of age are eligible for the service free of charge.
• Children above the applicable age limit will be charged at the adult rate.
• Any applicable child discount is available exclusively for the Standard Package and is subject to the applicable airport and service conditions.

7.2. Application and Verification Process
To apply for a child or infant discount, the Client must follow these steps:

1. Complete the booking for all passengers, including infants and children, through our standard online process.
2. Immediately after booking, contact us via WhatsApp at [FTT phone number].
3. You must submit a clear, legible copy of the child's identification document (e.g., passport) to verify their date of birth. Only the child's birthdate and name must be verified, therefore other information such as the child's picture and place of birth may be redacted.
4. Upon successful verification, our team will modify your booking and apply the relevant discount. We will then process a refund for the discounted amount to your original payment method.

In the case that the Client contacts us before payment to verify the child or infant discount, upon successful verification, the discount will be applied to the booking and the discounted rate can be paid without need of a refund.

7.3. Important Conditions

• The discount is not automatically applied and is contingent upon the successful verification of the child's age.
• Failure to provide the required identification via WhatsApp or email in a timely manner after booking may result in the inability to apply the discount.
• This child discount cannot be used in conjunction with any other promotional offers, including the Referral Program discount, unless explicitly stated.
• We reserve the right to refuse the discount if the provided identification is unclear, appears fraudulent, or does not meet the age criteria.

8. Client Conduct and Liability

8.1. Finding Your Agent
For arrival packages, when you enter the immigration area, the Agent will be holding a Welcome Board. If you do not see your agent right away, please wait a moment in front of the Immigration area and look carefully. If you still cannot find your Agent, you must immediately contact us at [phone number]. If you do not contact us in a timely manner or proceed to enter the regular waiting lines without informing us, your package will be considered a "No Show" as per Section 5 and no refund will be offered.

8.2. Visa Responsibility
Fast Track Thailand is not responsible for any issues related to your visa. The responsibility for all necessary visa and travel documents is held entirely by the Client.

8.3. Luggage and Prohibited Items
Customers are solely responsible for the contents of their carry-on and checked luggage, including compliance with all applicable airline, airport, and government regulations. Fast Track Thailand does not inspect, control, or advise on the contents of customer luggage and shall not be liable for any delays, denial of boarding, questioning, fines, confiscation, or enforcement actions taken by airport security, customs, airline personnel, or government authorities in connection with a customer's luggage or personal belongings.

8.4. Agent's Scope of Assistance
The Butler will provide assistance throughout the check-in and luggage drop-off process, personally guide and accompany you through security clearance, and escort you to your designated boarding gate to help ensure a smooth and timely journey to your flight.

8.5. Tipping Policy
No cash should be given or asked for while at the airport. Agents should not be given tips.

8.6. Extended Wait Times & Refunds
Delays caused by factors beyond the Company's control, including but not limited to immigration processing speed, airport operations, or congestion from other service providers, shall not constitute grounds for a refund, provided the Customer is properly escorted and the Fast Track lane is used. The Company reserves the right to rely on operational records, images, and reports as evidence in the event of a dispute.

8.7. Limited Liability
Our total liability is strictly limited to the amount paid by you for the Services. We shall not be liable for any loss, damage, or injury suffered by you or anyone else as a result of using our services.

9. Privacy Policy

Your use of our website and Services is also subject to our Privacy Policy, which explains how we collect, use, store, and protect your personal data. By making a booking or using our Services, you acknowledge and agree to the processing of your personal data in accordance with our Privacy Policy.

10. Governing Law and Dispute Resolution

10.1. Governing Law
These terms and conditions are governed by and construed in accordance with the laws of Vietnam.

10.2. Dispute Resolution
Any disputes arising from the use of our Services or these terms and conditions will be resolved through arbitration in accordance with the rules of the Vietnam International Arbitration Centre (VIAC), or submitted to the exclusive jurisdiction of the courts of Vietnam.

11. Changes to these Terms and Conditions

11.1. Right to Modify
We reserve the right, at our sole discretion, to make changes to these terms and conditions at any time without notice.

11.2. Acceptance of Changes
Any amendments will be posted on our website, and your continued use of our Services after the changes have been made will indicate your acceptance of the new terms and conditions.