Beijing Capital / Daxing Airport VIP Service

I. Booking Related Questions

Q1: Where can I book airport VIP fast track and concierge services?

A: VIP pick-up, drop-off, and transit services at airports in mainland China can be booked directly on the KLOOK platform, with no additional service fees or hidden charges.

Q2: How long does it take to confirm an order after placing it? How can I check the order confirmation status?

A: After submitting the order, staff will complete the order review and confirmation within 24 hours. Once confirmed, the complete set of service information will be synchronized via WhatsApp and email. Please pay attention to message notifications.

Q3: What key information is required for booking? Are there additional requirements for connecting flights?

A:

1. Essential information: complete flight information, personal information of the traveler, and driver's contact information;
2. Connecting flights: complete flight information for both segments must be provided, and it must be specified whether luggage is checked through (checked-through luggage does not require mid-way retrieval or re-check-in).

Q4: What payment methods are supported? How to handle payment failures?

A: When placing an order through the KLOOK platform, all official payment channels of the platform can be used; if there are issues such as payment failure or restricted payment channels, you can contact customer service for assistance at any time.

Q5: Where can I check service prices?

A: Prices for different cities, airports, and pick-up/drop-off/transit services vary. For complete real-time price details, please log in to the corresponding service page on the KLOOK platform to inquire.

II. On-site Reception and Waiting Points

Q6: For different services, where will the reception staff wait for me?

A:

1. Flight arrival pick-up and transit: Staff will wait at the cabin exit with a name sign;
2. Flight departure drop-off: Staff will synchronize the parking location with the driver in advance and wait at the parking spot.

Q7: How do I get the contact information for the airport concierge and on-site reception staff?

A: After order confirmation, we will synchronize the staff's name and contact number; at some airports, staff will directly contact the driver to communicate meeting arrangements.

Q8: Why is driver information needed? What does driver information include?

A: Driver information includes license plate number and contact number; the dispatch team needs to contact the driver in advance to confirm the meeting location and ensure a smooth process.

III.配套专车服务 (Dedicated Car Service)

Q9: Does the platform provide a dedicated private car pick-up and drop-off service? What is the price?

A: A private car service can be added separately for 800 RMB per trip, booked via email; we will synchronize the driver's complete information with the on-site staff, who will confirm the meeting point with the driver in advance, assist with all airport procedures, and escort you to the car.

IV. VIP Service Contents at Various Airports

Q10: What does the VIP service at each airport include?

Three basic services are provided, with other services depending on the airport. Please consult customer service for specific airports:

International Arrivals

1. Dedicated greeting: Arrival pick-up with a name sign (at the boarding gate)
2. Fast track: Assistance with airport customs procedures (available at some airports, please consult customer service for a list of specific airports)
3. Luggage assistance: Luggage handling service provided as needed
4. Escort out of the airport: Accompanied to the airport drop-off area / parking lot
5. Transfer vehicle: If a luxury airport transfer vehicle is required, an additional fee applies.

International Departures

1. Dedicated greeting: Met at the airport drop-off area
2. Luggage assistance: Luggage handling service provided as needed
3. Fast track: Assistance with airport-related procedures (available at some airports, please consult customer service for a list of specific airports)
4. VIP lounge: Provided subject to venue conditions or requires an additional fee
5. Boarding assistance: Assistance with boarding-related matters.

Transit Service

1. Dedicated greeting: Met at the boarding gate with a name sign
2. Fast track: Assistance with transit airport procedures (available at some airports, please consult customer service for a list of specific airports)
3. Luggage assistance: Luggage handling service provided as needed
4. VIP lounge: Provided subject to venue conditions or requires an additional fee
5. Boarding assistance: Assistance with boarding-related matters.

V. Handling Flight Emergencies

Q11: How should flight delays or changes be handled?

A: If there is a flight delay or change, please inform customer service of the latest flight information immediately (whether to keep the original flight or change to a new flight). We will adjust the concierge and driver reception arrangements accordingly to ensure normal service.

VI. Cancellation and Change Policy

Q12: How to get a refund after canceling a trip? How long does it take for the refund to arrive?

A: Regardless of the reason for order cancellation, the fee will be fully refunded to the original payment method within 3-5 working days.

VII. Personalized Request Consultation

Q13: How to communicate additional special requests?

A: When placing an order, special requests can be filled in the "Special Requests" remarks column of the order; alternatively, you can directly contact customer service to communicate your needs.