At Airlink, we understand that travel plans may change. This policy explains the cancellation, modification, no-show, and refund conditions applicable to our airport services.
1. Cancellation & Booking Changes
✔️ Cancellation or changes must be requested at least 6 hours before the scheduled service time.
Requests made within the permitted cancellation period may be eligible for a refund or booking modification, subject to the conditions of the service booked.
Once our staff has been assigned and is already in position at the airport, the service is considered activated and cannot be cancelled or refunded.
2. No-Show Policy
❌ A booking will be considered a No-Show if:
- The passenger does not arrive at the designated meeting point within the permitted waiting time.
- Our staff is unable to contact the passenger using the contact information provided.
- The passenger proceeds through Immigration, Security, or other applicable airport procedures without meeting our staff.
- The passenger does not follow the meeting instructions provided before the service.
In the event of a No-Show, 100% of the service fee will be charged and no refund will be provided.
3. Waiting Time
⏱️ Arrival Service: Waiting time is calculated from the actual/scheduled flight arrival time according to the applicable booking conditions.
⏱️ Departure Service: Passengers must arrive at the agreed meeting point at the scheduled meeting time.
Our staff will wait for a maximum of 60 minutes, unless otherwise specified for a particular booking or service.
If you cannot locate our staff, please contact our hotline immediately before proceeding independently.
4. Flight Delay, Change or Cancellation
✈️ If your flight is delayed, rescheduled, or cancelled, please notify us as soon as possible.
We will make reasonable efforts to adjust your Fast Track service according to the updated flight schedule, subject to staff availability and airport operational conditions.
If the service cannot be rearranged, cancellation and refund eligibility will be determined according to the conditions of your booking.
5. Refund Processing
💳 Once a refund is approved:
- Refunds are normally processed within 5–7 business days.
- Refunds will generally be returned to the original payment method.
- For bookings paid via payment link/card, a 7% refund processing fee will be deducted from the refundable amount.
- Processing time may vary depending on your bank or card issuer.
6. Non-Refundable Services
❌ A refund will not be provided when:
- Our airport staff is already in position to provide the service.
- The passenger is considered a No-Show.
- The passenger proceeds independently without meeting our staff.
- Incorrect passenger, flight, visa, passport, or contact information provided by the customer prevents us from providing the service.
- The passenger is unable to travel or complete airport procedures due to invalid, incomplete, expired, or incorrect travel documents.
7. Visa & Immigration
🛂 Fast Track services do not guarantee entry into or exit from Vietnam.
All Immigration decisions are made solely by the Vietnamese Immigration Authorities. Passengers are responsible for ensuring that their passport, visa, E-visa, Visa Approval Letter, and other required travel documents are valid and complete before travelling.
Service fees are generally non-refundable if the service cannot be completed due to problems with the passenger’s travel or immigration documents.
8. Airport Transfer & Other Services
🚗 Changes or cancellations for Airport Transfer, Lounge, E-Visa, Visa Assistance, and other additional services may be subject to their own specific cancellation conditions.
Any applicable conditions will be communicated during booking or displayed on the relevant service page.
9. How to Request a Cancellation or Refund
📩 To request a booking change, cancellation, or refund, please contact our customer support team and provide:
- Booking number
- Passenger name
- Flight information
- Reason for cancellation or change
Requests are considered received only after they have been confirmed by our team.
10. Need Help?
For urgent changes on the day of travel, please contact our customer support team immediately via the hotline or WhatsApp.
We recommend contacting us before proceeding through airport formalities independently, as we may no longer be able to provide or refund the service once the passenger has proceeded without our staff.