Terms of Service

1. Definitions

• Operator — FastTrack Hanoi, registered in Vietnam under Travel License No. 79-2018/TCDL-GP LHQT.
• Service — the meet-and-greet and priority-lane escort service we provide at Noi Bai International Airport (HAN), Terminal 2.
• Client — the individual or entity who books a Service.
• Passenger — the person who actually receives the Service at the airport.

2. Service description

The Service consists of (a) a uniformed agent meeting the Passenger at the airport, (b) escorting them through priority lanes for immigration, security and customs, (c) providing porter and luggage assistance, and (d) handing the Passenger off to a driver, lounge or boarding gate. Specific inclusions are listed on the arrival and departure pages and confirmed in your booking confirmation.

3. Booking and payment

• Bookings are confirmed only after we send a written confirmation by email or WhatsApp.
• Same-day bookings are accepted up to 3 hours before service, subject to agent availability.
• Prices are stated per person in Vietnamese Dong (VND). USD figures are indicative.
• Payment can be made online by card, by bank transfer / Wise, or in cash on arrival.

4. Refund & rescheduling

Full policy on the Refund Policy page. Summary: 100% refund up to 24 h before service; 50% refund up to 6 h before; no refund for no-shows; flight delays and cancellations are rescheduled at no charge.

5. Client obligations

• Provide accurate flight details, passenger names and contact information.
• Notify us of any flight change at least 3 hours in advance via WhatsApp.
• Hold valid travel documents (passport, visa where required, boarding pass).
• Comply with reasonable instructions from our agent and airport staff.

6. Operator obligations

We will deploy a trained, uniformed agent at the agreed time and location. We track inbound flights in real time and adjust agent dispatch automatically. If we fail to deliver the Service for any reason within our control, you receive a full refund.

7. Limits of liability

Our liability is limited to the amount paid for the Service. We are not liable for (a) flight delays, cancellations, missed connections or boarding refusals caused by airlines or authorities, (b) immigration decisions, (c) loss or damage of luggage outside the porter handover window, or (d) Force Majeure. Nothing in these terms limits liability for gross negligence, wilful misconduct, or any liability that cannot be excluded under applicable law.

8. Force Majeure

Neither party is liable for failure to perform due to events beyond reasonable control, including airport closure, natural disasters, civil unrest, government action, pandemic restrictions, or large-scale infrastructure failures.

9. Intellectual property

All content on this website — logos, photographs, copy, structured data — belongs to FastTrack Hanoi or is used under licence. Quoting our published prices and facts for journalistic or comparison purposes is permitted with attribution.

10. Governing law

These Terms are governed by the law of the Socialist Republic of Vietnam. Any dispute that cannot be resolved amicably will be submitted to the People’s Court of Hanoi. Consumers domiciled in the EU, UK or US retain mandatory rights under their local law.

11. Changes

We may update these Terms. Material changes are announced 14 days in advance on this page and emailed to active customers.

12. Contact

FastTrack Hanoi · Noi Bai International Airport, Terminal 2, Soc Son District, Hanoi 100000, Vietnam · [email protected] · WhatsApp +84 70 557 7005