Last updated: 19 October 2026
These Terms and Conditions apply to all services booked with Vietnam Airport Assistance (“we”, “us”, “our”) through www.vietnamairportassistance.com, by email, by WhatsApp or by any other channel. By making a booking, you confirm that you have read and accepted these terms.
Vietnam Airport Assistance is a private company providing airport meet & greet and concierge services. We are not affiliated with any government agency, immigration authority or airport operator, and we do not issue visas or official documents.
1. Our services
We offer airport meet & greet, escort and concierge assistance for arriving, departing and connecting passengers at major airports in Vietnam, along with optional add-ons such as lounge access and car transfers. The exact inclusions of each service are described on the relevant service page and in your booking confirmation.
Please note:
- Our staff assist and escort you through airport procedures. All immigration, customs and security checks are carried out by the competent Vietnamese authorities, and their decisions are outside our control.
- Fast-track lanes and processing times depend on the airport and the authorities on the day. We will always do our best to make your journey quicker and easier, but we cannot guarantee a specific waiting time or access to a particular lane.
- You are responsible for holding a valid passport, a valid visa or e-visa where required, and any other travel documents needed to enter or leave Vietnam. Our service does not include visas, and we cannot help if entry is refused.
2. Booking and confirmation
- A booking is confirmed only when you have completed the booking form, accepted these terms and paid in full.
- We will send a confirmation with your booking reference by email or WhatsApp. Please keep it with you on the day of travel.
- Please make sure all details are correct, especially passenger names, flight number, date and time. We are not responsible for problems caused by incorrect information provided at booking.
- We recommend booking at least 24 hours before your flight. Last-minute bookings may be accepted subject to availability.
3. Prices and payment
- Prices are shown in US dollars (USD) and are per passenger unless stated otherwise.
- Prices include only the services listed for the package you choose. Visas, airport taxes, excess baggage, meals and transfers are not included unless clearly stated.
- Payment can be made by card or PayPal. Card payments are processed securely by our payment providers.
- Some lounges charge an extra fee if you arrive more than 4 hours before your flight. Any such fee will be told to you in advance where possible.
4. Changes to your booking
- You may change your booking (for example date, flight or number of passengers) free of charge up to 2 hours before the service time, subject to availability. Any price difference must be paid before the service.
- Please tell us as soon as possible if your flight number, airline or schedule changes.
- Changes requested less than 2 hours before the service time cannot be guaranteed and may be treated as a no-show.
5. Cancellations and refunds
| When you cancel | Refund |
|---|---|
| More than 48 hours before the service time | 100% |
| Between 24 and 48 hours before the service time | 50% |
| Less than 24 hours before the service time, or no-show | No refund |
- Cancellations must be made in writing by email or WhatsApp. The time we receive your message is used to calculate the refund.
- Refunds are made to the original payment method within 30 days. Fees charged by your bank or payment provider may not be refundable.
- Bookings made with a promotional discount code are non-refundable, but may be changed as described in section 4.
- If we have to cancel a service for any reason within our control, you will receive a full refund.
6. Flight delays and cancellations
- We monitor scheduled flights and will adjust the meeting time for normal flight delays on the same day at no extra charge.
- If your flight is cancelled or moved to another day, please contact us as soon as possible and we will move your booking to the new flight where we can.
- Where a flight is disrupted by events outside anyone’s control (such as severe weather, volcanic activity or airport closures), the change and cancellation rules in sections 4 and 5 apply.
7. On the day of service
- Our assistant will meet you at the agreed meeting point holding a sign with your name. The meeting point is described in your confirmation.
- Please keep your phone switched on and reachable by WhatsApp.
- If our assistant cannot find you and cannot reach you by phone or WhatsApp within a reasonable time, the service may be treated as a no-show.
- The service begins when our assistant meets you and ends when the agreed service is completed (for example when you reach your driver, the arrivals hall or your boarding gate).
- Please follow the instructions of airport, security and immigration staff, and of our assistants, at all times.
8. Children
- Passengers under 18 must travel with a parent or responsible adult.
- Child prices, where offered, are shown during booking.
9. Lounges (where included)
- Lounge access is subject to each lounge’s own rules, opening hours and capacity. If a lounge is closed, we will offer a suitable alternative where possible.
- Airside lounges require a valid boarding pass.
- Lounges may refuse entry or ask guests to leave for reasons such as intoxication, disruptive behaviour or inappropriate clothing. No refund is due in these cases.
- Smoking is only allowed in designated areas.
- Groups of 10 or more passengers must be confirmed with us in advance.
10. Luggage and prohibited items
- Please keep your personal belongings with you at all times. Our assistants may help you with luggage, but we are not responsible for loss of or damage to personal belongings, except where caused by our negligence.
- You must not carry dangerous or prohibited items. You are responsible for any penalties or losses caused by failing to follow airport and airline rules.
11. Our responsibility
- We will provide our services with reasonable care and skill.
- We are not responsible for delays, losses or costs caused by airlines, airport operators, government authorities, or events outside our reasonable control.
- We are not responsible if you miss a flight because of airline schedules, boarding gate changes, or your own delay. Please always check flight information screens and announcements.
- Our total liability for any booking is limited to the amount you paid for that booking, except where the law does not allow such a limit.
12. Complaints
If something is not right, please tell our assistant or contact us straight away so we can try to fix it. Written complaints should be sent to vietnamairportassistance@gmail.com within 30 days of the service date, including your booking reference.
13. Privacy
We handle your personal data as described in our Privacy Policy.
14. Changes to these terms
We may update these Terms and Conditions from time to time. The version in force on the date of your booking will apply to that booking.
15. Governing law
These terms are governed by the laws of Vietnam. Any dispute will be handled by the competent courts of Vietnam.
16. Contact us
- Email: vietnamairportassistance@gmail.com
- WhatsApp: +84399161166
- Address: Office 01, 9th Floor, Pearl Plaza Building, 561A Dien Bien Phu Street, Thanh My Tay Ward, Ho Chi Minh City, Vietnam
- Business Registration No.: 0318707270
