These terms and conditions outline the rules and regulations for the use of our fast track airport services, including meet-and-greet and expedited immigration procedures, in Vietnam.
By accessing and using our website, or by placing a booking for our services, you agree to be bound by these terms and conditions. If you do not agree to these terms and conditions, please do not use our services.
1. Definitions
1.1. “We”, “us” , and “our” refer to our company, Fast Track Vietnam, providing fast track airport and immigration services in Vietnam.
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, expedited immigration procedures, expedited visa processing, and transportation services.
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
Our Fast Track airport services are intended to facilitate a smoother and more efficient airport experience in Vietnam 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.
2.2. Service Availability and Eligibility
Our Services are available to customers who meet our eligibility requirements. The availability and use of any Fast Track, Express, or priority lane (including but not limited to Diplomatic, APEC, Crew, or other special lanes) 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.
2.3. 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, including taxes and fees, will be issued to the Client. No refund shall be due where the Service has been partially or substantially performed.
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 through OnePay as stated during the booking process on our website.
3.3. Fees and Taxes
All fees are quoted in USD and charged in VND unless otherwise stated, and are exclusive of any applicable local taxes and fees. We reserve the right to change our fees at any time without prior notice.
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 less taxes and fees.
4. Cancellation and Refund Policy
The following conditions supersede any conflicting cancellation and refund terms elsewhere in this document:
4.1. Flight Change or Delay Notification
- Flight Change (New Flight): You can contact us up to 3 hours before your originally scheduled flight or your new flight time (whichever comes first) to adjust your package for free.
- Flight Delay: We monitor your flight in real-time. If your flight is delayed, we will automatically adjust your package to match the new arrival time at no extra cost. No action is required from you.
4.2. Booking Cancellation (Client)
- If you notify us of your cancellation more than 24 hours before your flight, we will refund the amount you paid for your package and add-ons, less taxes and fees, which are non-refundable. The hours in Sections 4.1 to 4.3 are counted back from your flight’s scheduled landing time for Arrival packages, from your inbound flight’s scheduled landing time for Transit packages, and from your flight’s scheduled departure time for Departure packages.
- If you notify us of your cancellation between 24 hours and 3 hours before your flight, your package and add-ons are not refunded. You can instead adjust your service to a new flight, as in the next point.
- If you notify us at least 3 hours before your flight, we can adjust your service to a new flight for free.
- If you notify us of your cancellation less than 3 hours before your flight, or if the Service has already begun, you will not be eligible for a refund or adjustment, and your package will be cancelled without a refund as arrangements with the airport have already been made.
4.3. Missed Flight
- If you miss your flight and notify us at least 3 hours before your flight, we will be able to adjust your package to a new flight for free.
- If you miss your flight and notify us less than 3 hours from the scheduled flight, your package will be cancelled without a refund as arrangements with the airport have already been made.
4.4. Full Refund for Company Error
If your Service is cancelled due to a mistake on our part, we will provide you with a complete refund for your booking.
4.5. Refund Processing
If you are eligible for a refund under this policy, we will process your refund within 24 hours of an approved refund request by our staff. OnePay will process and return the requested amount within 3-5 business days. This processing time does not include any additional time your bank or financial institution may take to post the refund to your account.
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 three (3) hours before the flight, counted as in Section 4.2.
- 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 Vietnam
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.
- The referral discount cannot be combined with the child rate (Section 7).
7. Child Discount Policy
7.1. Eligibility and Rates
A passenger’s age is their age in whole years on the date of the flight.
- Infants (under 2): Infants under two (2) years of age travel free of charge. Infants do not need to be added to the Booking. Add-ons charged per passenger are priced for adults and children only.
- Children (aged 2 to under 6): Children from two (2) years of age to under six (6) years of age pay half the adult price for the package and for each add-on charged per passenger, rounded up to the nearest whole US dollar.
- Premium, VVIP and Transit packages: there is no child discount. Children pay the full adult price for the package and for add-ons charged per passenger, except Immediate Service (see below).
- Immediate Service: the additional fee for an Arrival or Departure booked after the booking cut-off time stated on our website, at Tan Son Nhat, Noi Bai and Da Nang airports. Children aged two (2) to under six (6) years pay half the adult Immediate Service fee, rounded up to the nearest whole US dollar, on every package, including Premium and VVIP.
- Passengers aged six (6) years and older pay the full adult price.
7.2. How the Discount Is Applied
When you book, you choose the age group of each passenger (Adult or Child), and the child rate is applied to the price you pay at that time. No proof of age is required in advance. The discount is only applied at booking and is not given later as a refund, so please make sure each passenger’s age group is correct before you pay.
7.3. Age Verification at the Airport
- Please bring the passport of every passenger, including infants and children. Our Agent may check passports at the airport to confirm each passenger’s age.
- If a passenger is older than the age group declared at booking, you must pay the difference between the price paid and the correct price for that passenger at the airport, before the Service is provided.
7.4. Promo Codes
The child rate can be combined with a promo code. The promo code discount is applied to the booking total after the child rate. The child rate cannot be combined with the Referral Program discount (Section 6).
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 (+84) 868 499 173. 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 Vietnam 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 Vietnam 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
Unless a specific add-on (e.g., “Luggage Assistance”) is purchased:
- The Agent will not assist with carrying your luggage.
- The Agent will not help you in finding a taxi, Grab, or other transportation.
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. Governing Law and Dispute Resolution
9.1. Governing Law
These terms and conditions are governed by and construed in accordance with the laws of Vietnam.
9.2. 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.
10. Changes to these Terms and Conditions
10.1. Right to Modify
We reserve the right, at our sole discretion, to make changes to these terms and conditions at any time without notice.
10.2. 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.