What happens if my flight is delayed?

We monitor all incoming flights in real-time. Our team will be aware of any delays and will adjust your pickup time automatically. Your concierge and driver will be waiting for you whenever you arrive, at no additional charge. We understand the unpredictable nature of air travel and plan accordingly to ensure a seamless meeting regardless of your flight’s status.

Can you provide certified child safety seats?

Absolutely. The safety of your family is our highest priority. We offer a range of high-quality, internationally certified child and infant safety seats upon request. Please specify the age and weight of your child during the booking process, and we will ensure the appropriate seat is correctly installed in your vehicle before your arrival.

Is the fast-track service available for all nationalities?

Our fast-track service is available to guests of most nationalities. However, immigration regulations can be subject to change. We have established protocols that cover the vast majority of travellers. If you hold a passport from a country with specific visa requirements, please contact us beforehand so we can confirm the exact procedure and ensure a smooth process for you.

How will I identify my concierge at the airport?

Your personal concierge will be waiting in a prominent position immediately after you exit the airbridge or enter the arrivals hall, depending on airport regulations for your specific flight. They will be holding a professional sign displaying your name or your party’s lead name. The process is designed to be effortless and unmistakable.

Are your chauffeurs fluent in English?

Yes, all our chauffeurs are proficient in English and are selected not only for their expert driving skills but also for their professionalism and communication abilities. They are local experts, able to provide insights about the island if you wish, but are also trained to respect your privacy and provide a quiet, tranquil journey if you prefer.

What payment methods do you accept?

We accept all major international credit cards (Visa, MasterCard, American Express) through our secure online payment gateway. For corporate clients or custom itineraries, we can also arrange for payment via bank transfer. All bookings must be pre-paid to confirm the service, ensuring a swift, cash-free departure from the airport.

Can I book a Bali VIP airport transfer for my departure as well?

Certainly. We provide the same level of seamless, luxury service for departures from Bali. This includes a private transfer from your accommodation to the airport and an escort service to assist with check-in and guide you through the expedited departure immigration lane, ensuring a calm and timely journey to your gate.

What is your cancellation policy?

We offer a full refund for cancellations made more than 48 hours prior to the scheduled pickup time. For cancellations made between 24 and 48 hours, a 50% charge applies. Cancellations within 24 hours of the service are non-refundable. We recommend all travellers have comprehensive travel insurance to cover unforeseen circumstances.

Can the vehicle accommodate oversized luggage like surfboards or golf clubs?

Our Toyota Alphard and Mercedes V-Class vehicles offer generous luggage space. However, for oversized items such as surfboards, bicycle boxes, or multiple sets of golf clubs, we recommend you inform us at the time of booking. We can then ensure the vehicle is configured appropriately or arrange for a separate luggage vehicle if necessary.

Is the price per person or per vehicle?

Our pricing is quoted per vehicle, not per person. The rate is all-inclusive for the vehicle, chauffeur, and the full VIP welcome service for the number of passengers specified for that vehicle class. This provides a clear and transparent cost for your group or family, with no surprise per-person charges upon arrival.