Frequently asked questions

FAST TRACK is a premium airport concierge service: a local representative meets you and personally escorts you through the airport — on both arrival and departure. Your greeter leads you through dedicated VIP passport lanes, skipping the queues, helps you navigate the terminal and collect your baggage, so you move through the airport quickly, comfortably and stress-free.

On arrival: a meet & greet at the gate (sometimes right at the jet bridge, with a sign bearing your name), a personal escort through passport control on a fast lane, and help locating and collecting your luggage. On departure: a meeting at an agreed point, then an escort through check-in and passport control up to the gate area. Baggage assistance is always included. Optional add-ons include a transfer (ground transport) and a Bangkok airport lounge.

Fill out a short booking form on the website with your flight details and the number of passengers. A manager reviews the request and typically approves it within 24–48 hours. Once approved, your card is charged and you receive a voucher by email with all the service details.

Payment is made by credit card through the secure payment provider Airwallex. Your card is only charged after the booking has been reviewed and approved by a manager — not when you submit the form. This way you are only charged for a service that has been confirmed and is available.

All prices are quoted in US Dollars (USD). The actual currency conversion for the charge is performed by your bank or card issuer, at their exchange rate and fees at the time of the charge.

On arrival a greeter waits for you near the gate or at the jet bridge, usually holding a sign with your name, and escorts you along the VIP lane until you exit the terminal. On departure you meet the greeter at a pre-agreed point, and they escort you through check-in and passport control. Please arrive at the time stated on your voucher.

Bring your passports, boarding passes (or your flight booking details) and the voucher you received by email. It's a good idea to keep the support phone number handy in case of a last-minute change to the gate or schedule.

Yes. We handle large groups, families with children and minors, and passengers who need mobility assistance. For unaccompanied minors, pets, or other special needs, please note it on the booking form or contact support in advance so we can arrange the right service and confirm availability.

No. FAST TRACK is an escort and concierge service only and is not a substitute for a visa, an entry permit or immigration procedures. You remain responsible for holding a valid passport, an appropriate visa and any required documents. Your greeter accompanies and assists you, but the decision to admit you into the country always rests with the local immigration authorities.

The service is operated by Eden Visa together with authorised local representatives at the airports. We collect only the details needed to deliver the service (name, email, phone and flight details), we do not sell data to third parties, and payment details are processed by a secure payment provider. See our Privacy Policy for more.

We operate in Thailand — Bangkok (BKK), Phuket (HKT) and Koh Samui; in Vietnam — Hanoi and Ho Chi Minh City; and in Bali. Availability may vary by airport, date and service type; if your airport isn't listed, contact support and we'll check the options.

Pricing is per person and per direction (arrival or departure): each paying passenger is counted separately. Add-ons such as a transfer (ground transport) and an airport lounge are priced separately. Children below the free-age ceiling have a special policy — they are not counted as paying passengers. For the full breakdown and current rates, see the Pricing page.

Let us know as soon as possible about any delay or change to your flight time, and we'll do our best to adjust the escort according to availability at the airport. If the airline cancels or changes the flight, you may choose between a refund (less the 5% clearing fee) or keeping a credit for a future booking — subject to immediate notice and official proof from the airline.

After your booking is approved and charged, you'll receive a voucher by email with all the service details, the meeting point and contact information. Keep the voucher and have it available on the day of your flight.

The support team is available Mon–Thu 10:00–19:00 and Fri 10:00–14:00 (Bangkok time). Cancelling up to 3 business days before the service date is eligible for a refund less a 5% clearing fee. For full details, see the Cancellation & Refund Policy page.